manualshive.com logo in svg

Altigen AltiWare ACC 5.1, Administration Manual, Page: 25 / 383

Share
Download
Altigen AltiWare ACC 5.1 Administration Manual Download Page 25

Chapter 1:  Overview

AltiWare ACC 5.1 Administration Manual 11

•

Assigning skill level requirement (SKLR) to caller

•

Assigning skill level (SKL) to agent 

•

Matching caller’s SKLR to agent’s SKL

•

Setting skill coverage and escalation rules

Supervisor Silent Listen - allows a workgroup supervisor to silently listen to a call 
between workgroup agent and caller. Personal calls can also be silently listened to by a 
workgroup supervisor.
Supervisor Barge In - allows a workgroup supervisor to barge into a call between 
workgroup agent and caller. Personal calls can also be barged in to by a workgroup 
supervisor.
Supervisor Coach (Whisper) - allows a workgroup supervisor talk to a workgroup 
agent without the other party hearing. 
Queue Overflow Handling - routes incoming calls to an alternate destination when the 
queue reaches one of the following conditions:

•

Calls in queue exceed defined limit

•

Longest queue time exceeds defined limit

•

Specified percentage of calls in queue with queue time longer than defined service 
level threshold

Workgroup activity data logging - in addition to CDR data, the following data are 
logged to a database during workgroup operation:

•

Agent activity - Login, Logout, Not-Ready, Wrapup, DND/FWD, Error

•

Agent’s call summary per workgroup

•

Agent’s call statistics for all workgroups

•

Workgroup operation summary

Workgroup Activity Monitoring - allows real-time monitoring of workgroup 
information—group status, call queue status, details of group queue entries, and agent 
status. Activity summary is available through a group view window in AltiWare 
Administrator, AltiAgent, and AltiSupervisor.
Workgroup Call Distribution - calls can be distributed to the first available group 
member, or among group members according to the following options:

•

Ring First Available Member

•

Ring Next Available Member

•

Ring All Available Members

•

Ring Longest Idle Member

•

Ring Average Longest Idle Member

•

Ring Fewest Answered Calls

•

Ring Shortest Average Talk Time

•

Skill-Based Routing

Wrapup Time - allows a group member some time in between calls to wrap up on notes, 
prepare for the next call, or log out of the group. This wrapup time is configurable on a 
per-agent basis.

Summary of Contents for AltiWare ACC 5.1

Page 1: ...AltiWare ACC 5 1 Administration Manual 4 2008 4413 0001 5 1 ...

Page 2: ...tained within the documentation The information contained in this documentation is subject to change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement AltiContact Manager AltiGen AltiServ AltiWare AltiLink AltiConsole AltiAdmin Alti VRPlayer Zoomerang IPTalk Alti Mobile Extension AltiReport and SuperQ are trademarks ...

Page 3: ...A Features 14 Voice Mail Features 14 Internet Integration Features 15 System and Administration Features 16 Voice over IP Features 17 Multi Site VoIP Management AltiEnterprise Manager 18 Optional Add On Software 19 CHAPTER 2 Software Installation License Registration 21 Minimum System Requirements 21 Supported Operating Systems 21 CPU Memory and HDD Requirements 22 Preparation for Installation 23 ...

Page 4: ...ls on Holidays 60 Configuring System Speed Dialing 62 Defining System Call Restrictions 64 Blocking Calls to Area Codes from All Extensions 65 Setting Local Toll Free Area Codes 65 Locking Attacked Extensions 66 Blocking All Outgoing Calls 66 Enabling Hop Off for Tie Trunks 66 Setting 10 Digit Dialing Area Codes 66 Creating Account Codes 67 Adding and Deleting Account Codes 67 Setting up Call Repo...

Page 5: ...Phrases 89 CHAPTER 7 Board Configuration 91 Using the Triton Resource Board 93 Using the Triton MeetMe Conference Board 93 Configuring the Quantum Board 93 Configuring the Triton Analog Station Board 94 Configuring the Triton Analog Trunk LS GS and LS Boards 95 Configuring the Triton VoIP Board 95 Configuring the Triton T1 E1 Board 96 Configuring the Board 96 Setting up Channels on the Triton T1 E...

Page 6: ...140 Regular Trunk Calls 140 Outgoing Call Blocking 140 CHAPTER 9 In Call Routing Configuration 143 Caller ID Routing 144 Adding and Deleting Caller ID Route Entries 144 Defining Caller ID Routing 145 DNIS Routing 145 Adding and Deleting DNIS Route Entries 146 Defining DNIS Routing 146 CHAPTER 10 Out Call Routing Configuration 149 Configuring Out Call Routing 150 Working with Route Definitions 151 ...

Page 7: ...g 180 Setting Notification Business Hours 181 Enabling Message Notification 181 Configuring Calling Restrictions 181 Setting Call Restriction Options 182 Setting Other Call Restrictions 182 Setting Answering Options 183 Forwarding All Calls 183 Do Not Disturb 185 Handling Busy Calls 185 Setting Call Waiting Options 185 Handling Unanswered Calls 186 Configuring One Number Access 186 One Number Acce...

Page 8: ... Notification 220 Setting the Type of Notification 220 Setting Notification Timing 221 Setting Notification Business Hours 222 Setting Call Handling Options 222 Handling Busy Calls 223 Forwarding All Calls 223 Handling Unanswered Calls 224 Setting a Hunt Group s Call Distribution Rule 224 Setting Queue Management Options 225 CHAPTER 16 Paging Group Configuration 227 CHAPTER 17 Line Park Configurat...

Page 9: ...Options 251 Queue Announcement 252 Expected Wait Time Sampling 252 Queue Overflow Forwarding 252 Quit Queue Option 253 Supervisor Queue Control 253 Agent Logout Reason Codes 253 CHAPTER 19 Managing and Using MeetMe Conference 255 Setting the MeetMe Conference Extension 256 MeetMe Conference Window 256 Working in the MeetMe Conference Window 257 Creating a Meeting 259 E mailing a Meeting Invitation...

Page 10: ...292 Adding a Server to a VoIP Domain 293 Rejoining a Server to the VoIP Domain 294 Managing VoIP Domain Users 295 The Scope of an Extension in the VoIP domain 296 Changing an Extension s Scope from Local to Global 298 Changing an Extension s Scope from Global to Local 299 Relocating a Global Extension 300 Configuring Global Least Cost Routing 302 When Information May Be Out of Sync 304 CHAPTER 22 ...

Page 11: ...s 341 Service Parameters Request Information for T1 341 Service Parameters Request Information for PRI 343 Service Parameters Request Information for E1 344 APPENDIX C Network Ports 345 Remote IP Phones Behind NAT 346 APPENDIX D Technical Support Product Repair Services 349 Technical Support 349 Product Repair 350 Technical Training for Administrators 350 APPENDIX E Troubleshooting 353 Troubleshoo...

Page 12: ......

Page 13: ...AltiWare AltiContact Center ACC system Another manual the AltiServ User Guide covers the AltiWare ACC end user features and functions such as call handling and voice mail Related Publications Related publications include Hardware Telephony Manual AltiView Manual AltiAgent Manual AltiSupervisor Manual AltiConsole Manual CDR Manual Alti IP 600 Administration Manual IP 710 User Manual IP 705 User Man...

Page 14: ...2 AltiWare ACC 5 1 Administration Manual ...

Page 15: ...oftswitch Architecture Softswitch is a programmable network switch It de couples the network hardware from the switching software In the 5 1 Release AltiWare can have telephony hardware boards co exist in a server or de coupled Multiple AltiGen servers with telephony boards can be configured as Media Gateways called AltiGateways and controlled by the AltiWare 5 1 Softswitch AltiWare and AltiGatewa...

Page 16: ...agement AltiEnterprise Manager Replaces DINA Manager and IP Dialing Table in 5 0A VoIP Domain when networking multiple AltiGen systems from different sites one system can be assigned as the VoIP Domain controller to propagate configuration data to member systems Directory Synchronization when a new extension is added to one of the member systems and configured as a Global extension the VoIP Domain...

Page 17: ...ltiGateway servers and operates like a single PBX AltiGateway Chassis Hot pluggable and Hot removable The primary AltiWare 5 1 server does not need to be stopped when attaching detaching or shutting down an AltiGateway server When an AltiGateway is detached all boards in this AltiGateway disappear from the Admin Boards View All extensions associated with this AltiGateway become virtual extensions ...

Page 18: ...nsion Voice mail added as a Line Park exit option IP phone does not ring when a call is parked by user Call Center New Features and Enhancements Enhanced skill based routing with skill level requirement support ACM only Ability to tag Skill Level Requirement SKLR for a incoming call in AA DNIS Routing Caller ID Routing Advanced Call Router and SDK Workgroup Queue distribution engine tries to match...

Page 19: ...DNIS field added to Queue monitor window A red light blinks when Not Ready is displayed AltiSupervisor Agent SKL Skill Level field added to the Agent Monitor screen SKLR Skill Level Requirement added to the Workgroup Queue screen Coaching is supported in addition to Barge in and Silent Monitoring AltiConsole Call recording can be enabled from AltiConsole Enhance Park and Page operation IP Phone Ne...

Page 20: ...ls Call Park and Pick Up Station users can park calls at one station to be picked up at another station Up to 50 calls may be parked at one station simultaneously Calls parked to a group are protected Only group agents or the person who parked the call can pick it up Call Park and Pick Up System users can park calls at the system to be picked up at another station An ID is assigned to the call whe...

Page 21: ...pre defined or customized activity codes that can be played or displayed when the user is absent A greeting associated with the activity can be recorded and played to the caller The activity is displayed if the caller is an AltiView AltiAgent or IP phone user Extension Based Feature Profile the system administrator is able to create an extension feature profile that includes enabling and disabling...

Page 22: ... queue that allows users to handle multiple incoming calls by letting callers wait in queue until the user answers the call This allows users to transfer or park calls before answering the next call in queue Users may also record and use personalized Initial and Subsequent greetings to be played for callers in queue Music on Hold allows callers to hear music or pre recorded messages while waiting ...

Page 23: ... Multi lingual Support ACM only Supports multiple sets of system and custom language phrases Up to 9 different sets of language phrase can be configured A language preference tag can be assigned to the extension user or selected by the incoming caller The system plays the specified language when the extension user accesses system features or the external caller reaches a voice mail box Automatic C...

Page 24: ...ension to pick any call in queue using AltiAgent or AltiConsole AltiSupervisor is also able to transfer a workgroup queued call to any extension workgroup AA voicemail or outside number Priority Queuing ACM only allows for calls in queue to be associated with a priority The call priority can be assigned though Caller ID routing DNIS routing AA or other add on applications Call distribution is base...

Page 25: ...me longer than defined service level threshold Workgroup activity data logging in addition to CDR data the following data are logged to a database during workgroup operation Agent activity Login Logout Not Ready Wrapup DND FWD Error Agent s call summary per workgroup Agent s call statistics for all workgroups Workgroup operation summary Workgroup Activity Monitoring allows real time monitoring of ...

Page 26: ...s and their extension numbers Programmable Time Out Handling allows the administrator to select the action the system should take if there is no digit dialed by the caller within a specified number of seconds Set Call Priority ACM only allows the administrator to assign a priority level to an AA menu Set Skill Level Requirement ACM only allows the administrator to assign a skill level requirement ...

Page 27: ...ave a private message in their voice mail for the expected caller Reminder Calls are used to remind you of important meetings things to do or people to call Remote Access allows users to access the Voice Mail System from outside by dialing into the AA and pressing to log in or pressing from any internal extension to access any voice mail box Return to AA after leaving a voicemail message and press...

Page 28: ...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 is written to an internal database Configurable Emergency Number For international use allows the system administrator to set up country specific emergency numbers DNIS Routing Tables incoming trunk calls can be routed to an AA extensio...

Page 29: ...fferent IP connections DNIS Name Display and Routing over IP Tie Trunk allows for DNIS information to be transferred to the other system when routed over IP tie trunks DNIS name of matched entry can be displayed at AltiConsole AltiView AltiAgent and handset Caller ID Name Sent Over IP Tie Trunk SIP supports sending the caller s name so SIP and H 323 calls may display different caller ID informatio...

Page 30: ...ls are configurable Multi Site VoIP Management AltiEnterprise Manager Multi site management through AltiEnterprise Manager includes VoIP Domain when networking multiple AltiGen systems from different sites one system can be assigned as VoIP Domain controller to propagate configuration data to member systems Directory Synchronization when a new extension is added to one of the member systems and co...

Page 31: ...d workgroup s operation details including summary analysis and charting Advanced CallRouter ACM only a call handling application that matches incoming call data or collected digits against a customer s CRM record to determine how to route the call It has the capability to set call priority and caller s skill level requirement CDR Search a call reporting tool that allows administrators to search CD...

Page 32: ...18 AltiWare ACC 5 1 Administration Manual ...

Page 33: ...paration for installation Performing an upgrade License activation and registration process Uninstalling the software Installing AltiWare Administrator on a network client Troubleshooting Minimum System Requirements This section lists the system requirements for AltiWare 5 1 Supported Operating Systems The following operating systems are supported in AltiWare 5 1 For the AltiWare 5 1 Server Window...

Page 34: ...he Alti Office3G The total number of AltiGateways supported in this release is three In a multi chassis configuration only Alti Office3G can be used as a Softswitch system Number of Triton or Quantum boards per system CPU Type Available Memory Hard Disk Controller Power Supply 5V Require ment 12 V Require ment 1 3 1 2 GHz 512 MB IDE Single 300W 15A 6A or better 4 6 1 2 MHz 512 MB SATA RAID Single ...

Page 35: ...ey A 20 digit key located on the front of the End User License Agreement The following table lists all licenses used in AltiWare 5 1 Table 1 AltiWare ACC ACM 5 1 License Summary License Type License Model Supported AltiWare Software Version ACC 5 1 ACM 5 1 Server Base License Per System Fresh Install Upgrade Upgrade Migrate Station License Per Activated Extension YES YES Agent Seat Per concurrent ...

Page 36: ...as the network drive 3 Shut Down the AltiGen Switching Service You can shut down the AltiGen Switching Service COM Server and the AltiWare Administrator application at the same time from AltiWare Administrator Choose Services Shutdown Switching 4 Make sure you have prepared for installation as described beginning on page 21 5 Install the system key on the parallel port Caution Do not connect the s...

Page 37: ...Administrator password will be reset to default 22222 after upgrade 11 Complete the license registration process after software upgrade to activate your licenses The switching service may not function properly if the system upgrade license is not registered See License Activation and Registration Procedures on page 24 About License Keys and the System Key Licenses must be registered with AltiGen f...

Page 38: ... Dealer Installation ID is a dealer specific registration password and can be given to customers without compromising the secure access to our Partner Resource Center web site for authorized dealers The password ensures the dealer information is tracked along with customer information as part of the total system installation record You cannot progress through registration without this number Licen...

Page 39: ...ranty with an expiration date 12 31 2008 The qualifying hardware includes in warranty chassis and in or out of warranty Triton boards passing verification test Offline product registration requires an exported HTML file which contains serial number information from the AltiWare Administrator registration screen Product registration is performed as soon as the Software Assurance purchase is complet...

Page 40: ...te 1 or later release 2 After installing boards to the system invoke online click the Online Register button or offline product registration click the Save Register Form button to export a register htm file and then double click this file to connect to the AltiGen offline registration web site and enter the software licenses you are registering Note Note Direct access to the offline registration w...

Page 41: ...y has not been registered you are redirected to the Assurance and Warranty web site to purchase Software Assurance 3 Log in to the Assurance Warranty site 4 Confirm that the system key serial numbers of the chassis and all the boards and the software licenses are displayed See the following figure for an example ...

Page 42: ...e attachment is sent to the purchaser 2 New 5 1 systems with old bundle license with prefix 9xA0 1 5 1 Update 1 must be loaded to the system in order to purchase Software Assurance 2 Perform the existing 5 1 product registration Make sure the old bundle license is added to the licenses you are registering 3 At the end of product registration a Software Assurance purchase link is available Click th...

Page 43: ...his chassis is set to 12 31 2008 6 During first time Software Assurance purchase a one time option to reduce license counts is offered All the license counts except the base license can be decreased New license keys will be generated for those reduced licenses No credit is remembered after the product registration is performed It is highly recommended that you receive a written confirmation from t...

Page 44: ...ou receive a written confirmation from the customer before making this change 4 Product registration is performed and an e mail with license activation file attachment is sent to the purchaser 4 5 1 upgrade from 5 0A 1 You must purchase Software Assurance prior to upgrading your server software to 5 1 Update1 2 If you have a new system loaded with 5 0A software you must perform 5 0A product regist...

Page 45: ...process is the same as scenario 3 Existing 5 1 systems except that a 5 1 upgrade license is generated automatically in the product registration file 8 8 Purchase a Media Kit to perform software upgrades 9 9 After purchasing Software Assurance and receiving the license activation file you can upgrade the server software to 5 1 Update1 using the full installation package Please note that no new lice...

Page 46: ...m with credit card information 3 Upon approval from AltiGen Sales the following is done 325 processing fee is charged to the credit card The following licenses are generated and linked with the system key cannot be registered with other system key 5 0A ACM Upgrade License Matching ACM Agent seat license An e mail with the newly generated licenses and software upgrade instructions are sent to the D...

Page 47: ...ary If you have not notified AltiGen the charge for the annual renewal of Software Assurance will be applied to the credit card you used for your last Software Assurance purchase Adding a License to a System Covered by Software Assurance If you add a software license to a system that is covered by Software Assurance perform online or offline product registration and add the new licenses you are re...

Page 48: ...click on the License Information button 2 Click the Registration button to open a new License Information window 3 Optional you may add licenses here OR during online registration Skip to Step 5 if you want to add licenses during online registration Click Add License to add the license keys that you want to add and activate License keys are located on the End User License Agreement sent with every...

Page 49: ... online registration 6 Click the Proceed to Online Registration button 7 The next web page allows for inputting System and Dealer Installation 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 information can be obtained by contacting either your local au...

Page 50: ... and Installer Information sections fill in all fields required and click Next when finished 9 The next web page allows for entering of new License Keys or for adding any additional licenses Click Add More Keys to add more licenses or click Next to register these licenses ...

Page 51: ...ber license number is registered to another system key You may attempt up to three retries to validate licenses If you click Retry a fourth time the Web Registration will not continue and you must begin the Web Registration process again from Step 5 Click Next to continue 11 The next web page displays the final results of the license activation to show which licenses have been validated Click Subm...

Page 52: ...he License Information window click the Refresh button The licenses that have just been validated will appear in the license field along with an accompanying Registration Key number and Description of the license 14 Close the License Info window to finish the license registration ...

Page 53: ...s 1 From the About AltiWare window in the local AltiWare Administrator click on the License Information button 2 Click the Registration button to open a new License Information window 3 Optional you may add licenses here OR during online registration Skip to Step 5 if you want to add licenses later Click Add License to add the license keys that you want to add and activate License keys are located...

Page 54: ...tiGen Software License Registration web page click the Proceed to Online Registration 8 The next web page displays your currently registered version Select Re register or Upgrade migrate to drop down list to select the version you wish to upgrade to or migrate to then click Next 9 The next web page allows for inputting System and Dealer Installation ID In the System Key field enter your system key...

Page 55: ...n finished 10 The next web page allows for inputting of Customer and Installer information For the Customer Information and Installer Information sections fill in all fields required and click Next when finished 11 The next web page allows for entering of new License Keys or for adding any additional licenses ...

Page 56: ...ll keys are case sensitive 12 The next web page displays the licenses that have been activated and are about to be registered Approved licenses are indicated by a green check mark and will display a description next to the approved license Invalid licenses are indicated by a red X mark Possible reasons for invalid licenses include ...

Page 57: ...lick Retry a fourth time the Web Registration will not continue and you must begin the Web Registration process again from Step 5 Click Next to continue 13 The next web page displays the final results of the license activation to show which licenses have been validated Click Submit to continue 14 The next web page continues the registration by initiating a product registry program 15 At the end of...

Page 58: ...Backup Exchange integration services that are included in the full AltiWare installation described above Remote AltiWare Administrator does not utilize the System Data Management or Shutdown Switching Service functions on the AltiWare system To install AltiWare Administrator on a non AltiServ PC for the first time 1 Insert the AltiWare CD ROM into the appropriate drive 2 Run SETUP EXE from the ACC...

Page 59: ... 8 physical ports will be available for use after the AltiWare installation Make sure your system key is fully inserted into your parallel or USB port prior to installing AltiWare Setup cannot append the AltiWare path because your existing system environment is too long You must manually append the AltiWare path to your system environment path after finishing AltiWare s installation but before res...

Page 60: ...46 AltiWare ACC 5 1 Administration Manual ...

Page 61: ... Down All Services cannot be performed remotely Logging In and Out To configure and administer an AltiWare ACC ACM system log in to AltiWare Administrator 1 From the Windows Start menu select All Programs AltiWare ACC ACM AltiWare Administrator AltiWare Administrator 5 1 The Select Server dialog box appears 2 Enter the name or IP address of the AltiWare ACC or AltiWare ACM server and click OK Alti...

Page 62: ...o more commonly used configuration screens A status bar at the bottom contains information on the current runtime status Note If using Windows XP for AltiWare Administrator the font that appears in the title of the view windows Extension Trunk and so on is in the Windows 2000 style font and will appear small To adjust change the Active Title font in Windows XP to Tahoma or other font or change the...

Page 63: ...log shut down switching and view the local IP dialing table For use by authorized technical personnel View Lets you show hide and set default alignment of the view windows the toolbar and the status bar Opens the CT Proxy Monitor Help Opens the Help window and shows the AltiWare and AltiWare Administrator version and license information Quick Access Toolbar Toolbar buttons give you quick access to...

Page 64: ... disk usage the status of SMDR the status of the call detail reporting log the status of the operator and current date and time The View Windows The AltiWare Administrator main window hosts a number of child windows that provide various views into the internal system real time status Boards View Window The Boards window displays the hardware board types and their logical and physical IDs For each ...

Page 65: ... the left of each extension number is green when the extension is idle and red when the extension is not ready or in use The Location number for example 01 04 identifies the card logical ID and port channel number on the board For example in location 01 04 the card logical ID is 1 and the port number is 4 If an IP Extension is logged on the location will show the IP address The Reset button resets...

Page 66: ...n field displays the duration of the trunk only if the call is connected after AltiWare Administrator is started The field will be empty if the trunk is idle not ready out of service or the call was connected prior to AltiWare Administrator being launched You can double click any trunk location to open the Trunk Configuration window for the selected trunk The Reset button resets the selected trunk...

Page 67: ...his window displays the following data Extension the workgroup pilot extension number Name the workgroup name Agents the number of agents assigned to the workgroup Login the number of agents logged into the workgroup Available the number of logged in agents who are available to receive workgroup calls DND the number of logged in agents who are unavailable with the Do Not Disturb status Wrapup the ...

Page 68: ...odec usage The first G711 only codec section is displaying 30 port G711 VoIP board codec use Middle part of the window Displays the following data Gateway ID the ID of the VoIP channel s home gateway IP Resource the Triton VoIP logical board ID internal DSP channel ID Codecs Capability the codecs the IP channel can use Active Codec the codec currently being used Used By the extension trunk SIP cha...

Page 69: ...he Refresh Interval The Current Resource Statistics window is updated according to the Refresh Interval configuration By default the Refresh Interval is set to refresh the data in the window every 5 seconds To change the refresh interval click the Refresh Interval button at the top of the window and set the refresh interval to a number of seconds up to one minute To set the time to 0 is to turn of...

Page 70: ...iguration Lets you view some gateway settings and board information and change the ID and password of a gateway Available under Utilities ACC ACM Backup and Restore Backs up your configurations and extension voice mail See Backup and Restore Utility on page 305 AltiWare Admin and Extension Security Checker Checks the security status of every extension in your AltiWare system See AltiWare Admin Ext...

Page 71: ...by system functions Holiday how calls are routed on designated holidays System Speed speed dial numbers that can be used by all extension users Call Restriction prefixes to block toll call prefixes and call control Account Code tables for creating and removing account codes Call Reports CDR logging and data export Country Relevant settings for toll call prefixes and emergency numbers Audio Periphe...

Page 72: ...call records to a same external database If you intend to create a multi site VoIP domain this number will also be the Server ID which is used and displayed in AltiEnterprise Manager In a multi site VoIP domain each System ID Server ID must be unique and must be the same length Once a server is part of a VoIP domain you cannot change the System ID Country Select a country for the system This confi...

Page 73: ...ence calls will end when all internal lines have disconnected from the conference bridge Not selected the conference connection can continue between outside parties even after all internal parties have disconnected System Main Number The main system telephone number which is sent to the pager s display when a user s messaging options are configured to call a pager This number will be used by a PRI...

Page 74: ...ncall routing DNIS incall routing Auto Attendant Call Supervision Check the check box to allow a supervisor to monitor barge in on coach and record an agent s personal call Notes If this check box is checked the supervisor can listen barge in on coach and record an agent s conversation regardless of the agent s login status Supervisor extension does not have to be a workgroup member to listen to b...

Page 75: ...onfigured the extension number length cannot be changed without totally reconfiguring the system or deleting all the extensions already configured Further if a first digit dialed is assigned to extensions and you have set up extensions beginning with that digit you cannot change the digit assignment without first deleting all affected extensions For example if 7 is assigned to Extension and you re...

Page 76: ... than or equal to this DID Number Length Dialed Digit Translator This feature is capable of intercepting and manipulating a dialed digit string before it is sent out for outbound call processing To set up a dialed digit translator entry check the Enable checkbox and click the Setup key This opens a dialog box where you can select First Digit Translator or Extension Dialed Digit Translator This fea...

Page 77: ...d the digit preprocessor will replace the first digit 1 9 or that user dials with the digits indicated in the corresponding field In the above example if a user dials the system replaces this with 911 Note This feature is for internal extension users only It does not support dialing out from voice mail Improper configuration may cause conflict with the system numbering plan Be sure to fully test a...

Page 78: ...the IP extension the emergency call can be routed to the emergency center where the IP extension is located Figure 4 Extension Call Routing To set up an Extension Dialed Digit Translator entry 1 Select Extension Dialed Digit Translator from the Select Digit Translator drop down list 2 In the Extensions Group field use the Add button to create and select an extension group that the Extension Dialed...

Page 79: ...d digits to a number dialed by the IP extension The most common situation requiring this option is to hop off a VoIP call from a remote system to a remote CO line First Digit Assignment These define how the system responds to the first digit dialed by the user The drop down list options for each digit are Extension Trunk Access Feature Access Operator Invalid no action IP Trunk Access Route Access...

Page 80: ...Profiles on page 275 Note After setting the IP Trunk Access code here you should set the Trunk Access Codes of any 30 port VoIP boards to None on the General tab of the Trunk Configuration window see Setting General Trunk Attributes on page 102 This will prevent users from directly accessing the 30 port boards which use the G 711 codec only for calls to AltiContact Manager servers or other IP gate...

Page 81: ...already configured Multiple Business Hours profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries To add a Business Hours profile click the Add button In the Add Business Hours Profile dialog box that appears enter a name for the profile then click OK For each business hour profile set the business schedule parameters as follows Parameter Description Day Select the days of...

Page 82: ...re Holiday routings select System System Configuration and then click the Holiday tab AM and PM Schedules For each day of the week select the time periods during which the company is available for business The time between the AM and PM times can be used to indicate a lunch break or time between shifts If you don t want to set a break between AM and PM schedules set the PM starting time to be the ...

Page 83: ... can also be assigned to DNIS Routing and Trunk In Call Routing entries To create a Holiday Profile 1 Click the Add button beside Profile to open the Add Holiday Profile dialog box Enter a name for the profile then click OK 2 To each profile add holidays that will be included in that profile Click the Add button below the Holiday list to create a new holiday 3 In the Add Holiday dialog box that ap...

Page 84: ... Apply To button and in the Apply To dialog box select all the holidays to which you want the hours to apply You can select multiple holidays by using Ctrl click or Shift click Click OK 5 When you are finished with the dialog box click OK When a new year begins the dates on which holidays fall usually change You can edit the dates for annual holidays making them accurate for the new year To update...

Page 85: ...led in for you or you can select the ID number using the drop down arrow 3 Type in a name for the Speed Dial entry then enter the full number as you would dial it with a maximum of 20 digits per entry For example the phone number 914085551212 comprises 9 trunk access code 1 long distance prefix followed by 408 area code and then the seven digit telephone number Valid digits include 0 through 9 and...

Page 86: ...lick Delete Note System speed dial is read only from AltiView and AltiAgent Defining System Call Restrictions The Call Restriction tab contains settings for the following functions Block calls to area codes from all extensions Define local toll free area codes Lock an attacked extension Block all outgoing trunk calls Restrict other system users from hopping off to make an outbound call via a tie t...

Page 87: ...nter a prefix number 2 Enter a 1 and the dialing prefix to block for example 900 976 You can enter up to 20 digits maximum for each prefix For example to block calls from all extensions to 976 numbers type 1976 3 Click Apply Note A maximum of 20 prefixes can be defined Setting Local Toll Free Area Codes To add or remove local call definitions calls that begin with 1 but are free 800 888 use the Ad...

Page 88: ...utbound call over a T1 or VoIP tie trunk Figure 10 Hop Off for Tie Trunks Restricting Tie Trunk Calls You can set call restrictions on hop off calls by telling the system to use the same restrictions as the ones set up for an extension Using the Call restriction follows extension drop down list you can select the extension with the restrictions to use for the hop off calls Setting 10 Digit Dialing...

Page 89: ... Account Code in the dialog box that appears The Account Code may contain 1 10 digits To delete an account and its code select it and click Delete You can select multiple items for deletion by using Ctrl click or Shift click Click Apply to save your changes and OK to save and close the window You can now set options for each extension that determine whether account codes can be forced or bypassed ...

Page 90: ...the Log Service display table is created by default You can enable or disable the service but you cannot remove this database or add another Internal Log Service To manage the internal CDR database 1 Make sure the Internal Log Service check box is checked 2 In the Internal Database Configuration field use the up down arrows to select the Active database retaining period in months This determines h...

Page 91: ...the country selected on the System Configuration General tab Figure 13 System Configuration Country Relevant tab Setting Toll Call Prefixes AltiWare uses Toll Call Prefixes to determine the type of outside call and imposes restrictions when necessary For example if the international toll call prefix is 011 and a user attempts to make an international call from an extension without international ca...

Page 92: ...ld will have the system automatically find a trunk to process the call without the extension user dialing a trunk access code first You may enter up to three emergency numbers in the appropriate fields Note This feature works with both trunk access code and route access code Audio Peripheral Configuration You can configure audio peripheral settings Music on hold System default beginning and update...

Page 93: ...ault music on hold file is a wav file called MusicOnWaiting wav The file is located in the C PostOffice phrases Music folder You can replace the file with a wav file or an AltiGen PCM file A wav file must be in 8 kHz 8 bit Mono u Law format Any optional music on hold files included with AltiWare are in that format You can convert your own wav files to this format using Microsoft Windows Sound Reco...

Page 94: ...ings will be used by all hunt groups and workgroups as the default system queue phrase However these settings will be overridden by the workgroup s queue management phrase setting Configuring Overhead Paging To configure overhead paging 1 Connect overhead paging equipment to the audio out jack on a Quantum or Triton telephony board 2 On the System Configuration Audio Peripheral tab select Enable O...

Page 95: ...g three activity codes 7 8 9 are not assigned and can be customized by the administrator To assign an activity code click on an activity code and click Edit In the Edit Activity dialog box enter name of the Activity and click OK For information on how to set an activity code and how to display the extension s activity on AltiConsole please refer to the AltiAgent User Guide the AltiView User Guide ...

Page 96: ...ator to create an extension feature profile that includes enabling or disabling of the following extension features AltiGen Voice Mail pwd Login to VM Making Calls 34 Dial by Name 35 Station Privilege Override 93 Intercom Answering Calls 29 Individual Call Pickup 30 System Call Pickup 31 Personal Call Park 41 System Call Park 51 Line Park Pickup 81 Hands Free Mode 82 Dial Tone Disabled Call Manage...

Page 97: ... you can type in a Name for the feature profile Figure 16 Add Feature Profile dialog box Note When adding a feature profile the system will automatically assign the lowest available number Select the check boxes for the AltiWare feature codes that you want to be associated with this feature profile then click Apply After the System Administrator creates a Feature Profile the Feature Profile can be...

Page 98: ...rameter determines which telephony board will provide the clock signal for the TDM bus If you don t have multiple T1 or E1 boards in a gateway the default Auto setting is recommended The system will find the appropriate board to supply the clock If you have multiple T1 or E1 boards in a gateway the system will automatically select the one with the lowest logical board ID as the clock source Howeve...

Page 99: ...abling of SMTP POP3 service to deliver voice mail to an e mail address as an attachment Enabling or disabling Microsoft Exchange synchronization service To access the Voice Mail Configuration window do one of the following Select System Voice Mail Configuration Use the drop down list beside the System button and select Voice Mail Configuration Managing Messages The Messaging tab in the Voice Mail ...

Page 100: ...ication You can set the retry setting for the notification as follows Parameter Description Maximum Retry Count Can be between 0 and 16 This is the number of times the system will try to deliver a voice message notification after the original attempt For example 5 retries means five tries after the original or 6 total attempts Retry Interval in Minutes The number of minutes between retry attempts ...

Page 101: ...sages By default this feature is enabled Note If this feature is disabled saved messages are deleted automatically without warning when they expire Parameter Description Minimum Recording Length Sets the minimum length in seconds for any recording incoming voice mail message personal greeting system prompts introductions to forwarded voice mails This can be from 1 5 seconds or 0 which means no min...

Page 102: ... or the AltiView or AltiAgent user applications To configure distribution lists select System Voice Mail Configuration then click the Voice Mail Distribution List tab Figure 2 Voice Mail Configuration Voice Mail Distribution List tab Postmaster Ext This field defines the extension that will be assigned as a Postmaster Extension When the e mail system receives an e mail with an invalid e mail accou...

Page 103: ...ble extensions are displayed in the Non Member box 2 To give the list a name or change the existing name type a descriptive name into the Name box 3 To add a member select the name s in the Non Member list and click the Add button to move it to the Member list To remove a member select the name s in the Member list and click the Remove button to move it to the Non Member list You can select multip...

Page 104: ...168 AltiWare ACC 5 1 Administration Manual ...

Page 105: ...rs to hear a list of employees and their extension numbers Records a voice mail message to a specific mail box Allows employees call into the system and access voice from an external location Collects caller input data for example account code ID and so on Data Directed Routing Allows the routing of calls directed by the caller s input digit or text Sets call priority and skill level requirement f...

Page 106: ...p 360 3 Version 5 Support Call Extension Workgroup 370 4 Version 6 Support Call Extension Workgroup 380 5 6 7 8 9 0 Operator To Operator Repeat Menu Repeat Level Main Menu GoTo Top Level Auto Attendant ID 120 Phrase 30 Sales Digit Meaning Action 1 Hardware Call Extension Workgroup 310 2 Applications Call Extension Workgroup 320 3 Check Order Status GoTo Item 127 Collect Order 4 Other Questions etc...

Page 107: ...in the drop down list and type in a descriptive Name for the AA then click OK Clear clears all edits to the selected AA restoring system defaults Export exports all AA settings to an HTML file Close closes the AA Select dialog box Help opens the help file for AA Editing Auto Attendants To edit an AA click the AA Configuration button or select System AA Configuration When the AA Select window appea...

Page 108: ...irectory A phrase file can be any file name Note Prior to the 5 1 Release the Phrase directory was under C AltiServ and custom phrases had to use a phrase number from 0001 to 0999 If one action item has multiple choices you need to select Expand Tree instead of using Go to next menu to create a new level You can jump to any action item within the same AA Every item will execute steps according to ...

Page 109: ... to enter the name first or last or both in any order of the person they want to speak with and dials the extension that matches the name Callers may not have to enter the entire first or last name before a match is found Call Collect Extension The top level of each AA collects the extension number automatically The system has a timing delay to differentiate if the first digit the caller entered i...

Page 110: ...ed phrases 1 Use any phone to dial and log in with the system manager s extension and password 2 Press 6 for the Phrase Management option 3 Press 1 to review a phrase 4 Enter the 4 digit phrase number from the list below to hear the phrase Phrase Phrase 0001 default Thank you for calling If you know the extension of the person you wish to speak with please enter it now To reach the operator press ...

Page 111: ... be installed and used on the AltiWare system Click the Support link on the AltiGen web site at www altigen com for more information AltiGen provides the Voice File Converter utility to convert these files into the proper AltiWare format available from the Windows Start Programs AltiWare ACC ACM Utilities menu Some recording studios provide the conversion service for an additional fee The converte...

Page 112: ... 1 Administration Manual 5 Once you receive the prompts in the AltiWare format place them in the C PostOffice phrases LangCustom directory on the AltiGateway that is running AltiServ Your prompts are now ready to be used ...

Page 113: ...oard page 77 Triton Analog Station Board page 78 Triton Analog Trunk LS GS and LS Boards page 79 Triton VoIP Board page 79 Triton T1 E1 Boards page 80 Virtual Boards SIP and H323 page 94 MAX1000 Board page 96 For information on how to install AltiGen boards refer to the Quick Installation Guide provided with every board package Board attributes and functions are accessible from the Boards window F...

Page 114: ... trunk configuration dialog box as appropriate To reset the channel select the channel to reset and click the Reset Channel button then click OK Channel Group Info Applicable to T1 E1 and MAX1000 boards only Double click a channel group to open a configuration dialog box To reset a channel group select it and click the Reset Channel Group button Board Configuration button Opens a configuration dia...

Page 115: ...6 party conferencing Notes If a supervisor tries to perform silent monitoring barge in or coaching and there is no resource board in the system the supervisor will hear an error tone If the supervisor is using an IP phone then Connect Voice Stream to Server should be checked in the Extension Configuration window so that the system can pull the caller and agent s voice stream to the resource board ...

Page 116: ...You can send a debug string to the board or you can do a DSP Dump Memory Dump or FMIC Dump Configuring the Triton Analog Station Board Double click the Triton Analog Station board in the Boards window to open the Board Configuration window similar to Figure 2 on page 76 See attribute descriptions below Figure 2 Note the following additional information Double clicking a channel in the Channel Mapp...

Page 117: ...pens the following dialog box that displays the board s serial number DSP clock physical and logical IDs For information on adding and removing mobile trunks see Mobile Extension Configuration on page 239 Figure 4 Board Configuration dialog box Configuring the Triton VoIP Board It is strongly recommended that system administrators review the Network Configuration Guidelines for VoIP on page 263 be...

Page 118: ... provides 24 64K channels with robbed bit signaling T1 PRI provides 23 64K channels using one 64K channel for D channel messaging E1 CAS and E1 PRI carry 32 channels using TDM at an overall rate of 2 048 Mbps Both of them provide 30 64K channels for voice To subscribe to T1 CAS T1 PRI E1 CAS or E1 PRI service you must supply certain parameters These parameters are listed in Appendix B on page 335 ...

Page 119: ... the Protocol Configuration window shown in Figure 9 and Figure 10 Figure 6 Triton T1 E1 Configuration dialog box For information on adding and removing mobile trunks see Mobile Extension Configuration on page 239 T1 and E1 Configuration Double clicking a channel group for a Triton T1 board in the Channel Group Info pane opens a T1 or E1 Configuration dialog box as in Figure 7 and Figure 8 Figure ...

Page 120: ...be 1 DSP loading failure 2 If PRI board failed 1 Reset board 2 If error continues replace board HW failure No Clocks No clock signal is detected on T1 interface drop 1 Check MVIP clock 2 Reset board If this does not work replace board L1 failure No Signal LOS Layer 1 failure physical layer LOS Loss of Analog Signal Check T1 PRI cable and change if necessary If cable is okay CO is not sending any s...

Page 121: ...olations LCV or Out Of Frame detected Location condition equipment problem For excessive BPV LCV check AMI B8ZS setting For OOF check the MVIP bus master setting OR Have CO perform a line test to check for a faulty cable or line PRI only L2 Failure No Sync Flag Layer 2 failure data link layer no sync flag has been detected in data link layer Check if D channel is active or not PRI only L2 Failure ...

Page 122: ... No CRC or CRC4 CRC4 is embedded into 16 consecutive frames Line Code For T1 you can set the Line Code to either AMI or B8ZS AMI Alternate Mark Inversion is the line coding format in T1 transmission systems whereby successive ones marks are alternately inverted and sent with opposite polarity of the preceding mark B8ZS Binary 8 Zero Substitution sends two violations of the bipolar line encoding te...

Page 123: ...o the board configured as the back to back clock master must be designated at the CT Bus master Setting up Channels on the Triton T1 E1 Board This section discusses setting up T1 CAS T1 PRI E1 CAS or E1 PRI channels on the Triton T1 E1 board Click the Protocol button in the T1 or E1 configuration dialog box see Figure 8 on page 82 to open the Protocol Configuration window shown below The Triton T1...

Page 124: ...ISDN PRI select this option to indicate 23B D ISDN PRI span and to designate the last channel as the D channel Custom ISDN PRI select this option only when your PRI D channel is on the last channel AltiGen dealers should work with AltiGen Technical Support to configure this special case Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a...

Page 125: ... this option to associate all channels on the span to E1 channel associated signaling Regular ISDN PRI select this option to indicate 30B D ISDN PRI span and to designate the 16th channel as the D channel Custom ISDN PRI this option is not available Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not availa...

Page 126: ... settings are used for a connection to a CO switch AT T 4ESS PRI AT T 5ESS PRI NT DMS 100 PRI NI 2 PRI default The bottom four settings are used for a PRI tie trunk configuration where two AltiWare systems are connected back to back In such a configuration one AltiWare system must be configured as Network and the other as User For example set one to NI 2 PRI Network and the other to NI 2 PRI AT T ...

Page 127: ...e top three settings are used for a connection to a CO switch Austel TS014 PRI ETSI NET5PRI NT DMS 100 PRI The bottom three settings are used for a PRI tie trunk configuration where two AltiWare systems are connected back to back In such a configuration one AltiWare system must be configured as Network and the other as User For example set one to NT DMS 100 PRI Network and the other to NT DMS 100 ...

Page 128: ...es of numbers call type that can be sent to a CO 101CCCC Numbers CIC Carrier Identification Codes dialing 011 International Numbers for placing calls outside the U S 1 10 digit Numbers for local and long distance calls that require dialing 1 before the number 10 digit Numbers for local and long distance calls that do not require 1 before dialing 7 digit Numbers for calls placed within the local ar...

Page 129: ... Facilities is used with PRI to instruct the CO to route a call to a specific carrier or long distance service Use the drop down list to identify the type of carrier service you want to use for your ISDN PRI lines The choices in the list depend on the specific switch and your long distance service provider An example of such service includes AT T Megacom Note If your CO requires specific NSF featu...

Page 130: ...I trunk so the callee can receive a more accurate caller ID When a PRI span is subscribed a block of DID numbers will be provided by the Carrier The Carrier should be able to accept Calling Numbers in the DID number block However if the numbers are not in the blocks or the digit lengths are mismatched the Carrier might reject the call The PRI Calling Number Setting addresses this issue Choose from...

Page 131: ...U ACE used as an example to the T1 PRI or T1 E1PRI board using an RJ 48C or RJ 48X cable 2 Connect the CSU to the network termination box using an RJ 48C or RJ 48X cable Note CSUs also are used for line lengths over 75 feet which helps to resolve attenuation issues Troubleshooting T1 E1 Common Symptoms The most common problems when installing T1 CAS or T1 PRI services 1 The service provider miscon...

Page 132: ...unks Each channel will have its channel ID similar to channels on a Triton extension or trunk board When an IP phone registers to the system a channel ID will be assigned to the IP extension However these channels are only responsible for processing protocol and call control signals They require a media path from a VoIP board or from the IP phone to establish a voice steam so that both sides can h...

Page 133: ... SIP Trunk Properties on page 107 Configuring the H323SP Board Double clicking an H323SP board in Boards view and then clicking the Board Configuration button opens this dialog box Figure 18 H323 Configuration You can change the following parameters FastStart Enabled The FastStart Enabled option reduces the number of H 323 messages to be sent between two H 323 devices when initiating a call thus r...

Page 134: ...ow The Channel Group Info panel shows the channel groups groups of channels that belong to the same type For example if one 4x4xT1 access board and one 4x8 access board are installed in the MAX main board there will be three channel groups for the 4x4xT1 card and two channel groups for the 4x8 When one of the channel groups is selected the Channel Mapping List reflects the selection Double clickin...

Page 135: ... serial number top access card serial number bottom access card serial number DSP clock board ID physical ID and logical ID You can choose to configure the board as either T1 or Triton E1 then click OK Additional steps are needed to further configure the CAS or PRI protocol in the Protocol Configuration window shown in Figure 9 and Figure 10 For information on adding and removing mobile trunks see...

Page 136: ...98 AltiWare ACC 5 1 Administration Manual ...

Page 137: ...I trunk page 109 Triton analog trunk page 112 Quantum trunk page 121 This chapter also discusses incoming call routing page 121 and outgoing call blocking page 124 both configurable on tabs in the Trunk Configuration window Trunks Out of Service If none of the trunks are available when an outside call is placed the caller will hear the system prompt All outside lines are busy Please try again late...

Page 138: ...w do one of the following Click the Trunk Configuration button in the toolbar Select PBX Trunk Configuration Double click a trunk in the Trunk View window Figure 2 Trunk View window SelectingChannelProperties from the right click menu in Trunk View bypasses the general Trunk Configuration window to open a trunk properties window specific to the selected trunk ...

Page 139: ... system This ID may change when a telephony board is added into or removed from the system When you select a trunk in this list the options and parameters for the trunk appear in the settings in the right side of the window Configuring One or Multiple Trunks To customize trunk characteristics you work on one trunk at a time To apply the same configuration to multiple trunks use the Apply To button...

Page 140: ...h a complicated dialing pattern or you need to set up VoIP hop off dialing RAC uses the Out Call Routing table which has the flexibility to group trunks into a route assign routes to a specific dialing pattern and add delete digits from the dialing pattern It can solve most of the complicated dialing problems If your system is using RAC you can set this TAC field to None Area Code The local area c...

Page 141: ...disconnected Note Do not select the E911 option for a T1 CAS or PRI trunk T1 CAS cannot transmit the ID PRI trunk will transmit calling party s ID automatically When the E911 option is checked this trunk will no longer receive inbound calls and only 911 calls will go out through this trunk Each state may have different E911 regulations and requirements Please check with the local authority to unde...

Page 142: ...entrex transfer If a call is connected to an extension the extension user needs to dial FLASH plus trunk access code and the outside number If a virtual extension forwarding or speed dialing number is configured to an outside number and the extension user transfers a call to the virtual extension or speed dialing number the system will add the Centrex FLASH automatically You don t need to add the ...

Page 143: ...ee Routing Calls on Holidays on page 58 Business Hour Profile A business hour profile can be assigned to a trunk The drop down list selection is based on settings configured in the Business Hours tab of System Configuration Trunk Properties 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...

Page 144: ...aximum trunk channel number is changed Note This is signal only trunks Make sure you have enough IP resource boards to cover your needs SIP Tie Trunk Properties To open a configuration dialog box for a SIP tie trunk channel do one of the following If you re in the Trunk Configuration window select a Triton VoIP channel from the trunk channels list then click the Trunk Properties button or just dou...

Page 145: ...vice providers You need to verify that your SIP Dial Tone service provider supports the following G 711 G 723 1 G 729 codec RFC 2833 for DTMF tone delivery SIP MD5 authentication with SIP registration If AltiServ is behind NAT verify that your SIP SP can support this configuration When subscribing to SIP Dial Tone service typically your service provider will provide you with the information requir...

Page 146: ...d SIP Register Period How frequently the AltiGen system needs to send SIP registration packets to the service provider This can detect if the service provider is up or not Automatic NAT Traversal Leave this box unchecked Enable Channel After all above parameters are entered correctly check this box to activate the channel The AltiGen system will send authentication to the service provider to verif...

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

Page 148: ...en digits Maximum wait time before time out between two digits Default value is None Do not change this value unless advised Selecting None means the system will only wait for the sequence of digits that are collected within the length of time specified in the Max seconds before the first digit field Incoming sequence Select up to five incoming symbols to collect from the Caller ID or DID digits N...

Page 149: ...be collected The system waits 3 seconds for the first digit to arrive If the symbol is a it continues with the first sequence Otherwise it looks for a match to the first and only symbol in the second sequence the DID DNIS number For the example let s say the system receives the It then waits 1 second between each digit for the next digit until all digits are received The symbol is a delimiter betw...

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

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

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

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

Page 154: ...hardware problem 2 Check to see if any wire taps to the trunk wire bridge tap If so remove them then test again 3 Request the CO to check the trunk conditions including Line Loss and longitudinal balance The Match Result Button Clicking the Match Result button shows you the result you got the last time you clicked the Match Impedance button for that trunk The following dialog box is displayed Figu...

Page 155: ...onfiguration and click the Advance button 2 Increase the Transmitting gain to IP Extension to 9 for the Triton Analog Trunk Do NOT change the gain in the trunk property of the Triton Analog Trunk Board since it may impact the echo canceller performance If the Rx Level measurement is worse than 9dB for example 10 dB you should contact the CO to adjust the line loss to the acceptable range If You Do...

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

Page 157: ...ation and click the Advance button b Set the Transmitting gain to IP Extension to 3 for the Triton Analog Trunk Do NOT change the gain in the trunk property of the Triton Analog Trunk Board since it may impact the echo canceller performance If the reading is 6 dB to 14 dB for example 12dB no change is needed If the reading is 15 dB to 18dB take the following steps to increase the gain for the Trit...

Page 158: ...120 AltiWare ACC 5 1 Administration Manual If the reading is worse than 18 dB you should contact your CO to adjust the line loss to the acceptable range ...

Page 159: ...d select Channel Properties Figure 14 Quantum Trunk Line Properties dialog box Note that you can use Apply to in this dialog box to apply changes to other trunks of the same type See Configuring One or Multiple Trunks on page 101 Quantum Trunk General Configuration Parameter Description Interface Type Select from Loop Start Ground Start DID Wink Start available only if the selected trunk is a DID ...

Page 160: ...re When checked if the trunk is set to Out of Service the system will busy out the trunk The CO will treat this trunk as a busy line and WILL NOT place a call to this trunk By default this option is unchecked Call Setup Select from Enable Dial Tone Detection Outgoing When enabled the trunk channel must detect outgoing dial tone prior to making the call Enable Answer Debounce Incoming Enables a tim...

Page 161: ...etting adjusts the gain from the trunk to the CO from 0 dB to 7 dB for every Quantum Trunk channel The default setting is 0 dB and it is highly recommended not to change this setting Caution Setting the volume too high will cause distortion in voice quality and or missed DTMF digits Parameter Description ...

Page 162: ...e System Configuration window Business Hours tab Setting Business Hours on page 56 During Business Hours Outside Business Hours Non Workdays Within each of these three time slots you have the following routing options for incoming calls Route to an extension selected in the drop down list Route to an auto attendant number selected in the drop down list Route to a Line Park line selected in the dro...

Page 163: ...call restrictions set in System Configuration Outcall Routing and Extension Configuration still apply to calls made on the trunk If you select Outside Calls Allowed According to The 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 You can use Apply to to apply the settings to multiple trunks ...

Page 164: ...126 AltiWare ACC 5 1 Administration Manual ...

Page 165: ...iday route the call according to the Holiday Profile s routing rules today is not a holiday route the call according to business hour routing rules defined in the Caller ID Routing configuration If there is no caller ID match go to the next step 3 Match DNIS number defined in the DNIS Routing table If there is a match and today is a holiday route the call according to the Holiday Profile s routing...

Page 166: ...ow Caller ID Routing tab Adding and Deleting Caller ID Route Entries To add entries to the Caller ID routing table click the Add button In the dialog box that appears type in a Caller ID Number and a descriptive Caller ID Name then click OK The number and name entries have the following requirements The Caller ID Number field allows only 0 9 hyphen and asterisk For example both 5102529712 and 510 ...

Page 167: ...selected in the drop down list Route to the operator Also you can set additional routing attributes based on Holiday Profile routes incoming calls based on Holiday Profiles configured in System Configuration see Routing Calls on Holidays on page 58 Business Hours Profile routes incoming calls based on Business Hours Profiles configured in System Configuration see Setting Business Hours on page 56 ...

Page 168: ...6 is not The DNIS Name is descriptive and optional it can be used to remind you about the nature of the number and routing For example you might give the 2529876 number the name Tech Support To delete an entry select it in the DNIS number list then click Delete Defining DNIS Routing After adding an entry you define it by first selecting it in the list When you select an entry its name and other de...

Page 169: ... Route to the operator Also you can set additional routing attributes based on Holiday Profile routes incoming calls based on Holiday Profiles configured in the System Configuration window see Routing Calls on Holidays on page 58 Business Hours Profile routes incoming calls based on Business Hours Profiles configured in the System Configuration window see Setting Business Hours on page 56 During B...

Page 170: ...222 AltiWare ACC 5 1 Administration Manual ...

Page 171: ... other system Assist system Zoomerang and client application dialing for example AltiView and AltiAgent For example dialing from AltiView will carry 11 digits and require the system to remove a digit before making a call to the carrier if it is a 10 digit dialing area Divide trunks with the same characteristics into multiple routes and prioritize them when assigning routes on the Default Routes ta...

Page 172: ...removing digits you may need to edit the Digit Manipulation on the Route Definition tab to solve the problem Repeat steps 4 and 5 until all complicated dialing patterns are entered and configured properly 6 If a dialing pattern will use another system s trunk to hop off you may need to create a VoIP or T1 PRI tie trunk route and configure digit manipulation to indicate which system to hop off to a...

Page 173: ... Manipulation You can insert or delete digits from the dialed number See configuration samples to learn how to use digit manipulation in different situations Insert to Head Insert a string of digits in front of the dialed number Delete from Head Remove a string of digits from the beginning of the dialed number Member Trunks Displays the trunks assigned to the selected route The order in which memb...

Page 174: ...Trunks list 4 Use the Up and Down buttons to change the position of a trunk in the Member Trunks list This is the order in which trunks are accessed 5 Click Apply To delete a route Select the route you want to delete and click the Delete button Setting Default Routes You can set default routes for four types of outgoing calls local long distance international and emergency WARNING It is important ...

Page 175: ...distance carrier When a user makes a local call the administrator wants the system to use local T1 trunks first If local T1 trunks are busy then the system uses local analog trunks When a user makes an emergency call the administrator wants the system to dial out from local analog trunks first If local analog trunks are busy the system uses the local T1 trunk Working on Dialing Patterns If your sy...

Page 176: ...t Call Routing Configuration window Figure 3 Out Call Routing Configuration Dialing Pattern tab 2 Click the Add button The following dialog box appears 3 Type in the prefix and pattern length and click OK 4 Assign routes to this prefix by selecting routes from the drop down lists in the Route Priority section of the Dialing Pattern tab 5 If this is a restricted number or pattern skip step 4 and ch...

Page 177: ...nt routes Each route may have a different digit manipulation rule If you are using dialing pattern to restrict outgoing calls you need to be aware of the following system implementations The system first checks to see if the number is blocked for this extension a setting in the Extension Configuration window Restriction tab The system then checks the System Configuration Call Restriction tab setti...

Page 178: ...Dallas area code 214 has one PRI circuit from the local carrier Both 214 and 972 area codes are local 10 digit dialing area codes The carrier will reject the call if the system dials 1214 or 1972 when dialing a local call Configuration Steps 1 Create a route to include all the T1 channels 2 Apply the route to Default Routes ...

Page 179: ... add two dialing patterns 1214 and 1972 each with a pattern length of 11 4 Define a route called 10 digit Dialing and add all T1 channels to the route In the Digit Manipulation section check the first box select Delete from Head and delete 1 digit 5 Apply the 10 digit Dialing route to dialing pattern 1214 and 1972 ...

Page 180: ...fering digits and sending all digits at once The system dialing logic may cause a 7 second inter digit dialing delay for en bloc trunks To reduce the dialing delay the following configuration is recommended 1 On the Number Plan tab in the System Configuration window select a digit for route access 2 On the Route Definition tab of the Out Call Routing Configuration window add a route definition ent...

Page 181: ... following prefixes prefix 0 length 11 prefix 00 length 14 prefixes 1 9 each length 7 In the Route Priority field use the drop down list to select the En Bloc route definition assigned in step 2 The Dialing Pattern tab should look as follows With this configuration the system will see that all digits have been collected and will send digits to the CO instead of waiting 7 seconds for the dialing to...

Page 182: ...238 AltiWare ACC 5 1 Administration Manual ...

Page 183: ...iguration button on the toolbar Select PBX Extension Configuration Note To set up an IP extension see Setting Up IP Extensions on page 127 To set up a mobile extension see Mobile Extension Configuration on page 239 Figure 1 Extension Configuration window There are three types of extensions Physical Extensions are associated with a physical port and device usually a telephone set This is what most ...

Page 184: ...he Shift or Ctrl keys to select several extensions The Apply To button is disabled unless a change you made can be applied to other extensions When you use the button to apply changes to multiple extensions it works on only those changed attributes that can be applied Setting up Extensions Set up new extensions in the Extension Configuration window To add an extension 1 Click the Add button below ...

Page 185: ... re creating take one of the following actions If you re setting a virtual number you re done Click OK If you re setting up a physical extension select an available physical location gateway board and channel for the line then click OK The board ID and the channels the ports are displayed and available if they have not yet been assigned to an extension Use the Next and Prev buttons in the Location...

Page 186: ... in the Trunk Configuration window the System Main Number in the System Configuration window will be sent Note These rules may be overridden by your PRI CID configuration E911 CID A number entered in this field will be transmitted as the caller ID for 911 calls made by this extension Note If a number is not entered in the E911 CID field the Transmitted CID is transmitted as the caller ID for 911 c...

Page 187: ...rnational prefix If it does the call will require an account code Personal Call Recording Options The system administrator can specify the following personal call recording options for an agent extension WARNING Listening in to or recording a conversation without the consent of one or both parties may be a violation of local state and federal privacy laws It is the responsibility of the users of t...

Page 188: ...ensions on page 127 Assigning a Location to a Physical Extension When changing a virtual extension to a physical extension the Location parameters are available If you know which board and channel this extension is wired to you can use the Prev and Next buttons to select the correct board and channel number for this physical extension Changing the Location To change the location of a physical exte...

Page 189: ...on after 1996 FSK Frequency Shift Keying indicator most common Tone tone based indicator not common in US and Canada Caller ID Signal Format Message format with which to send Caller ID information None SDMF Single Data Message Format for supporting and sending a single data type such as phone numbers MDMF Multiple Data Message Format for supporting and sending multiple data types such as name and ...

Page 190: ...features Transmit to phone dB Gain Range is 0 to 7 dB You can decrease the extension phone s receiving volume up to 7dB with this setting When it is decreased the volume is lower for the extension user Default is 0 Parameter Description Caller ID Signal Format Message format with which to send Caller ID information None SDMF Single Data Message Format for supporting and sending a single data type ...

Page 191: ... equipment attached to this line 28 default or 20 Line Disconnect Signal The loop current break desired for answering supervision Range 600 1000 ms 1000 ms is default Caller ID Transmission Methods Specifies how Caller ID will be detected CID between 1st and 2nd ring Caller ID is received between first and second ring Most common in US Canada DT AS CID prior to ringing Dual Tone Alerting Signal Ca...

Page 192: ...er will be displayed If Name Line is set to Caller Number it will display the caller number If there is no number information Unknown will be displayed If Name Line is set to DNIS Name it will 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 be displa...

Page 193: ...oups the extension is a member of and a list of groups the extension is not a member of If the extension is an agent both workgroups and entropies are shown If the extension is not an agent only hunt groups are shown Figure 4 Extension Configuration window Group tab Adding or Removing Group Assignments You can assign an extension to a hunt group in the Huntgroup Configuration window and to a workg...

Page 194: ...e the next workgroup call comes in after the extension finishes one of the following activities Makes an internal or outbound call Receives a direct inbound call Accesses voice mail It is possible that an agent may execute one of the above activities during the wrap up period after finishing a workgroup call The following rules govern which delay timer will take effect If Wrap up time is still act...

Page 195: ...to a workgroup it is set as their default outgoing workgroup and remains so no matter how many workgroups the user is subsequently assigned to If an agent is unassigned from their outgoing workgroup the outgoing workgroup is automatically set to N A Setting up Station Speed Dialing For each extension you can set up to 20 station speed dial numbers The numbers available are from 00 19 and are enter...

Page 196: ...r 914085551212 comprises 9 trunk access code 1 long distance prefix followed by 408 area code and finally the seven digit telephone number Valid digits include 0 through 9 and comma The comma represents a one second pause Setting the Mailbox Options The Mail Management settings define how voice messages are handled for an extension whether the mailbox is information only or is full featured how me...

Page 197: ... announcements To repeat the announcement callers are instructed to press the key This mailbox does not take messages from the caller Disabling a Mailbox When you disable a mailbox a special greeting is played to announce that this mailbox is not accepting new messages SMTP POP3 Setting Email Name the user s e mail name without the domain The default e mail name is ext extension number that is the...

Page 198: ...f the following forwarding destinations for the call Voice Mail AA Extension Group Operator default Outside Number or Line Park When the caller presses 0 the call will forward to the specified destination Setting Mailbox Capacities You can set various mailbox capacities with the following options Parameter Description Announce Message Sender Before Playback Selected the user hears the type of the ...

Page 199: ...guration Notification tab Individual users can also configure Message Notification within the AltiGen client applications AltiView and AltiAgent Note You can use Apply to to apply notification settings to one some or all extensions See About the Apply To Button on page 134 for more information on using Apply to Mailbox Size Mailbox size in MBs of stored messages The range is 1 500 MB with a defaul...

Page 200: ...ityAlert txt see Where Security Alerts Are Logged on page 151 Unusual VM Activity Notification When certain unusual activity is detected from an extension s voice mail the system can notify a designated extension This option is intended to help detect if a hacker has obtained control of and is making calls from an extension s voice mail To alert an extension usually the administrator when either o...

Page 201: ...system for the values to take effect Note To have access to the commands on the Diagnostic menu you must first log into AltiWare Administrator with the password jazzy and then again with the administrator password Where Security Alerts Are Logged Security alerts are logged to AltiServ Log SecurityAlert txt The log includes date time extension number pad number and the alert reason Emergency calls ...

Page 202: ...or after call connection However there are situations when the system may not be able to receive an answer supervision signal from the carrier If the system plays the announcement phrase before the notification call is answered the phrase will be cut off The following two options can be configured based on answer supervision capability Seconds after Dialing If the carrier of the outside phone numb...

Page 203: ...Hours on page 56 From To notification during a specified time of day Select the hours in 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 the Allow Extension User to Configure Forwarding Notification and Reminder Call to an Outside Number check box o...

Page 204: ...e Prefixes Disallowed boxes Setting Other Call Restrictions Other call restriction rules can deny or allow the following Allow Calls to be Transferred or Conferenced to an Outside Number when checked the internal extension user can log into voice mail make a call to a second party then transfer or conference to a third party Allow User to Configure Forwarding Notification and Reminder Call to an O...

Page 205: ...ng settings to one some or all extensions See About the Apply To Button on page 134 for more information on using Apply to However since the available options vary with the type of extension you can only apply the choices to the same type of extension For example If you are working with the settings for a virtual extension you can use Apply to to apply changes to one some or all virtual extensions...

Page 206: ...to use in the drop down list under the option To an Extension select an extension from the drop down list To a Group select a group from the drop down list To the Operator To an Outside Number this option is available if it is allowed in the Other Call Restrictions option in the Restriction tab as discussed in Setting Other Call Restrictions on page 154 Also see Outcall to Cellular or PCS Phone Nu...

Page 207: ...usy signal To enable the options check the Enable Busy Call Handling check box then select from the following options Forward to Extension Select an extension number in the drop down list See A 10 Hop Limit to Call Forwarding for Direct Calls on page 156 Forward to Voice Mail Place Caller in Queue Places caller in the extension s personal queue This option is available only if Multiple Call Waitin...

Page 208: ...e option Forward to Line Park use the drop down list to select a Line Park group to route the call to See Line Park Configuration on page 223 Enabling One Number Access This check box option is available to all extension types but with qualifications It is available to physical extensions only when the Forward to Voice Mail option is selected It is not available when Forward to AA Forward to Exten...

Page 209: ...le If you select this last option Enabled based on schedule you can then select and set up to four different time periods using the From and To time drop down lists After choosing any of the enabling options you set the Verify Caller ID and Forwarding choices and these are discussed below Note You can also enable and set up One Number Access remotely through AltiView Disabling One Number Access Yo...

Page 210: ...then enter the password to use ONA Specifying Forwarding Numbers The Forwarding Numbers are used by the system to find the user when ONA is active You can set up to four different numbers When ONA is active the system dials the forwarding number s in the order they are displayed on the One Number Access tab The Forwarding Number order does not correspond to the Schedule order You can forward to an...

Page 211: ...ate and federal privacy laws It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws Restrictions and Defaults Monitoring is effective for physical and virtual extensions physical and virtual extensions have monitoring rights and can be monitored If you place a physical or virtual extension in a Monitor List that extension will show in the cl...

Page 212: ...mbers to the list 1 From the Monitor Available list select the extensions to add to the extension user s AltiView Change Monitor window 2 Click Add to move the extensions to the Monitor List To remove members 1 Select the extensions in the Monitor List 2 Click Remove Check the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected extension Click the D...

Page 213: ...otocol With SIP implementation the system establishes a signaling channel to an IP phone when the IP phone is in use Figure 1 Concept of signaling and media channels The media channel voice stream is connected between two IP phones under normal operation There are some special situations that require you to configure the IP phone to connect its voice stream to the server Please see Setting an IP E...

Page 214: ...luding call setup tear down registration and phone feature access The signaling channel implementation consists of the following elements SIP Virtual Board Establishes a logical board ID relationship with other types of physical boards in the system displayed on Board View window as SIPSP board SIP Signaling Channel Creates SIP signaling channels for IP Extensions access through SIPSP board Channe...

Page 215: ...phone system to system to carry the digitized voice stream The codec resource on the VoIP board will be allocated dynamically based on connection types If both end devices are IP phones the media channel can be connected from IP phone to IP phone using the IP phone s codec except when the following is true H 323 tie trunk is used SIP trunk is used codecs at two end devices are mismatched extension...

Page 216: ...sts of the following elements Configure Codec Profile Creating a profile for each codec type jitter buffer packet length DTMF tone delivery and ring back tone treatment SIP Early Media Assign Codec to Device Configuring codec profile to a single IP address or a range of IP addresses ...

Page 217: ...way with FXS ports support Refer to MultiTech Gateway Application Note in the AltiGen knowledgebase on the AltiGen dealer web site at https dealer altigen com 3 Connect Voice Stream to Server The IP phone will always connect the media channel to the server when this box is checked This box is checked by the system in the following situations The personal call recording option is turned on for this...

Page 218: ...rs IP Codecs setting three local IP address ranges are pre configured to use the G 711 codec profile 192 168 0 0 192 168 255 255 10 0 0 0 10 255 255 255 172 16 0 0 172 31 255 255 When an IP phone registers to an IP extension the system will check the IP address to determine which codec to use for the IP phone For local IP phone deployment If your local IP address is not in the pre configured range...

Page 219: ...ne needs to register Protect the IP phone configuration with a password Prevent the user from changing the configuration from the IP phone Configure the Trunk Access Route Access code Configure the time zone and time format Specify the TFTP server for firmware updates Force the IP phone to reset and download new firmware Configure programmable keys Allow the IP phone to receive workgroup real time...

Page 220: ...ts you specify the IP address of the AltiServ system the IP phone is connected to The version of firmware associated with the IP phone is automatically displayed in the Version field To protect the configuration on the IP phone check the Enable Configure Password check box and assign a numerical password When the user presses the Menu button on the IP phone to access the phone configuration menu t...

Page 221: ... firmware image check the Reset IP Phone and Boot Download check boxes If you only check the Boot Download box the firmware will be downloaded when the IP phone reboots power cycles next time Note Make sure the TFTP server is running and the new firmware image is loaded to the correct directory before you reset and download firmware NAT Setting This setting is for a remote IP phone with a private ...

Page 222: ...l tab go to the tab that corresponds to the phone type and configure the programmable keys plus the Display Workgroup Status field on the Alti IP 600 and IP 705 Programmable key settings are described in the next table Figure 2 IP Phone Configuration window IP 705 tab and IP 710 tab ...

Page 223: ...rk line ID in the field below The user can press this programmable key to park a call or to retrieve a parked call Call Record when selected the user can press this programmable key to start conversation call recording This only works for extensions with Record on Demand selected in the Extension Configuration window WG Status IP710 only When selected the user can press this programmable key to se...

Page 224: ...rs or when the IP phone is not in use If the IP phone is in use during an update not only will the call will be disconnected but if the IP phone is powered off by the user during the firmware upgrade the IP phone may become unusable Apply To Button The Apply To button works with the following parameters General TFTP Server field Reset IP Phone and Boot Download options cannot be applied to multipl...

Page 225: ...nfigured the property of the trunk interface is changed to simulate an extension A mobile extension user will gain most of the system routing call control voice mail CTI and call center features through the PSTN telephone network A mobile extension includes the following capabilities Call control transfer hold park call pickup conference Call handling single multiple call waiting and queuing RNA r...

Page 226: ...s can be shared for regular incoming and outgoing calls and mobile trunk connections Figure 1 Mobile Extension Diagram In AltiWare 5 1 an analog trunk can be dedicated to one mobile extension user A PRI trunk can only be shared by all mobile extension users Setting Up a Mobile Extension To set up a Mobile Extension Board 1 In the Boards window double click a Triton board PRI board strongly recomme...

Page 227: ... Trunk Member List from the Not Member List by selecting the channels and clicking the Left Arrow button If PRI span is used only the whole span can be added or removed not individual PRI channels T1 and analog trunks are added or removed individually Note Although a whole PRI span is added if Mobile Trunk Allocation is selected as Shared see Figure 5 on page 244 individual trunks when idle still ...

Page 228: ...appears in the Boards window Figure 3 Boards window with virtual MobileExt board displayed 4 Note the logical ID of the MobileExt board In Figure 3 it is 15 To set up a mobile extension 1 Open the Extension Configuration window 2 To assign an extension to a mobile extension port select a virtual extension and change it to a physical extension ...

Page 229: ...r Prev button in the Location panel select the MobileExt Logical Board ID and Logical Channel ID for this extension then click Apply The new location is displayed in the Extension View window 4 With the extension selected click the Line Properties button to configure the mobile PSTN number and other options for this mobile extension The ExtensionAnywhere Configuration MobileExt dialog box opens ...

Page 230: ... Dedicated Shared When selected this mobile extension will share mobile trunk ports with other mobile extension users The system will dynamically allocate a mobile trunk port when the system calls out to this mobile extension number When the mobile extension user calls into the system any mobile trunk port can answer the call verify caller ID and play a dial tone to the mobile extension user Dedic...

Page 231: ... a network error or a mobile extension trunk is not available RNA handling is applied to the caller Therefore it is suggested that you don t check the Set RNA Agent Logout option for the group that contains the mobile extension as an agent Workgroup Configuration Call Handling tab Play Phrase After Answered the system will play the given phrase when the mobile extension user answers the call from ...

Page 232: ...m Send inbound caller ID or extension number Send inbound caller ID only Replace with following number and enter a number DNIS Access Numbers If a PRI trunk is used for a mobile extension a DNIS access number must be set so that AltiServ can tell if the incoming call is a regular trunk call or a mobile extension off hook request Click the Add button in this panel to add a DNIS access number To rem...

Page 233: ...annot support Centrex transfer After adjusting the number of mobile extension ports in a mobile extension board AltiWare must be restarted for the changes to take effect Cannot deliver caller name to the Mobile Extension Does not support Message Waiting Indicator on Mobile Extension device Use Message Notification as a work around Since the DTMF key is used for simulating the FLASH signal there is...

Page 234: ...248 AltiWare ACC 5 1 Administration Manual ...

Page 235: ...128 members An extension can belong to multiple hunt groups Although a hunt group has call queuing capability it lacks the following functions Does not generate real time queue and agent status for the hunt group Does not have a real time counter to track hunt group activities for reporting purposes Does not have logout reason code tracking capability Does not have recording capability Does not ha...

Page 236: ...options for hunt group mailboxes Notification preferences and options for voice mail notification Call Handling call forwarding call waiting and call handling preferences and options Queue Management options for setting default or custom phrases used as queue announcements Apply to Button The Huntgroup Configuration window often allows you to apply changes to a particular hunt group or to select m...

Page 237: ... on the Number Plan tab of the System Configuration window A valid password cannot be the same as its hunt group number and must be 4 8 digits numbers or letters A Z in length Basic password patterns such as repeated digits 1111 consecutive digit strings 1234 or digits that match the extension Ext 101 using 1012 9101 10101 etc are not allowed The letters map to numbers on a phone for example as fo...

Page 238: ...setting regulates making international calls from voice mail and forwarding to an international number Caution Allowing any of these options may increase the potential for toll fraud Make sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call AltiGen recommends that you leave the fourth option unchecked for all hunt groups at all tim...

Page 239: ...to the Not Member list Setting Login Status for System Restart Whenever the system is restarted the administrator can use the drop down list at the bottom of the Group Member tab to Keep Login Status all group members retain their original login status for that group prior to restart default setting All Login all group members are automatically logged into the assigned group after the system is re...

Page 240: ...ail name without the domain The default e mail name is ext huntgroup number that is the letters ext followed by the hunt group number For example the default e mail name for hunt group 500 would be ext500 Retrieve Voice Mail by E mail Client selected this sends voice mail to the user extension as an e mail attachment Deselected voice mail is retrieved as voice mail Enable Mail Forwarding selected ...

Page 241: ...corded AltiGen Voice Mail System messages Announce Time Stamp Before Playback Selected the user hears the timestamp time and date of each message before playback Confirm Callback Number Selected system confirms the accuracy of the caller s number Enable Distinctive Call Waiting Tone Selected the user hears three different call waiting tone cadences to distinguish between internal external and oper...

Page 242: ... not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received Urgent Voice Messages Only All Voice Messages Please note that the system will start notification as soon as it enters non business hours under the following conditions Extension is set to notify Urgent Voice Message Only Notification is set to Non Business Hours Voice mail is received...

Page 243: ...t conform to standard ringback tones To work around this problem append a few commas to the outcall cellular number when entering it Each comma provides a one second pause Setting Notification Timing When notification is configured to an outside phone number the system will announce This is the outcall notification message for after call connection However there are situations when the system may ...

Page 244: ... Hours notification only during non business hours Business hours are set in System Configuration Business Hours tab see Setting Business Hours on page 56 From To notification during a specified time of day Select the hours in the From and To time scroll boxes Any Time notification at all times every day Setting Call Handling Options Call Handling options include handling busy calls forwarding han...

Page 245: ...any agent available If there is no agent logged in at this moment the system will use Group Logout Handling to handle this call Group Voice Mail The caller will be forwarded to the hunt group voice mail box when all agents are busy AA forward caller to an auto attendant Extension forward caller to an extension Group forward caller to another group Line Park forward caller to a Line Park group Forw...

Page 246: ...ntil all available agents are rung If all agents are busy caller will stay in the hunt group queue Extension take the call out of the hunt group and forward it to an extension Group take the call out of hunt group and forward it to another group Group Voice Mail transfer the caller to the hunt group voice mail when the first available agent does not answer the call Member Voice Mail transfer the c...

Page 247: ...e Enable Single Call Handling for Agent check box the system will not send calls to an agent who puts a call on hold If this option is not checked the system will distribute calls to the agent even if the agent has a call on hold In other words this configuration determines if an agent can get multiple hunt group calls or not Handling Calls when Group Members Are RNA Logged Out You can set calls t...

Page 248: ...ing a custom configuration in the Queue Management tab involves selecting other available phrases from the drop down lists Depending on how long the caller is in the queue the caller will hear phrases 1 5 in order after which phrase 5 will be repeated For information about creating custom phrases see Chapter 13 Auto Attendant Configuration ...

Page 249: ...session requires one G 711 codec channel The voice stream is multicast to multiple IP phones on the LAN Any extension analog or IP can initiate a paging call by dialing 46 the Paging Group number When paged an IP phone in idle state will automatically turn on the speaker play a beep and then play the page When receiving an incoming call during a paging session the IP phone will automatically stop ...

Page 250: ...up in the Add New Group dialog box 3 Check the Global Group check box if you want this group to be visible to other gateways 4 Click OK 5 In the Group Information field type in the following First Name and Last Name of the paging group each with a maximum of 32 characters Password for the paging group The default is the system password set on the Number Plan tab of the System Configuration window ...

Page 251: ...is added its default state is Login Paging group members can use 54 to perform group login or 56 to log off If a member is logged off then it will not receive group paging To remove members assigned to a Paging Group 1 On the Group Member tab of the Paging Group Configuration window click the extension s you want to remove in the Member list 2 Click the Remove button to move them to the Not Member...

Page 252: ...252 AltiWare ACC 5 1 Administration Manual ...

Page 253: ...group of IP phone users Executive assistance call coverage Night hours call coverage Overflow new workgroup calls to a Line Park Group when the queue length or queue time is too long Implementation details System A total of 99 01 to 99 line IDs can be grouped into different Line Park Groups The default System group cannot be removed One Line Park ID can belong to only one group A Line Park Group c...

Page 254: ...all will time out after the number of seconds set in the value box The Exit Line Park option will be used to route the call Exit Line Park Forward to If a call parked at a line presses to leave the park line or if the line park times out the call is forwarded to the auto attendant or voice mail box specified here Select AA or Voice Mail and type in the number of the AA or voice mail box you want t...

Page 255: ...ark ring tone when a call is parked by an extension user Check this box to prevent a line parked call from ringing again while it is parked Note The IP phone s programmable key will be blinking when a call is parked at a line ID that is configured to the phone If the associated programmable key has Play Tone function turned on and a ring tone is configured at the IP phone in idle state the user wi...

Page 256: ...226 AltiWare ACC 5 1 Administration Manual ...

Page 257: ...roup at the same time Per system a maximum of 256 agent seat licenses can be registered Per system including all workgroups a maximum of 1 280 logged in agents are allowed Example 128 agent seats registered in the system 256 agents are configured in 10 workgroups but only 128 can be logged in at the same time Each agent belongs to 10 workgroups The system has reached the 1 280 logged in agents lim...

Page 258: ...orkgroup queue and agent statistics display Ability to view and check workgroup voice mail Set Login and Logout Set Ready and Not Ready View and pick up calls in queue Calls in queue alert option Daily performance summary View other agents status View caller s IVR data and User Data Tag memo to a call Supervisor s Phone Operation Listen to agent s conversation with feature code 59 Supervisor s Des...

Page 259: ...a call entering system 1 is the highest priority and 9 is the lowest priority Call priority can be set at DNIS Routing Caller ID Routing IVR Advanced Call Router and SDK If no priority is tagged to a call the default priority 5 will be assigned to the call before entering a workgroup When a call is in a WG queue two queue times will be generated Total queue time will be calculated from the moment ...

Page 260: ... Workgroup Configuration window General create workgroup pilot numbers group descriptions service level threshold and call recording options Group Member add or remove members from workgroups Mail Management set capacity and features options for extension mailboxes Notification set preferences and options for voice mail notifications Call Handling set call forwarding call waiting and call handling...

Page 261: ... Add New Group dialog box opens 2 Type in a group number for the workgroup 3 Check the Global group check box if you want the group to be visible to other gateways 4 Click OK Establishing Basic Workgroup Attributes After you create a workgroup you can set basic attributes on the Workgroup Configuration General tab First Name and Last Name each with a maximum of 32 characters Password the default i...

Page 262: ...or Return Calls from within Group s VM System when checked an outside caller can dial into the system log in to workgroup voice mail and make or return calls from the group s voice mail Zoomerang feature International calls are not allowed if the fourth option is not checked Allow Outside Caller to Make or Forward International Calls from within the Group s VM system This setting regulates making ...

Page 263: ...hin Service level divided by at least one of the following three options Total Answered Calls Total Abandoned Calls Total Overflowed Redirected Calls Workgroup Recording Options The system administrator can specify the following workgroup call recording options for a workgroup WARNING Listening in to or recording a conversation without the consent of one or both parties may be a violation of local...

Page 264: ...dy DND Wrap up or Inter call Delay state outbound calls will be recorded if workgroup recording is configured When an agent does not log in to the workgroup that is configured as an outbound workgroup all outbound calls are personal calls Establishing Workgroup Membership Add agent extensions to a workgroup on the Group Member tab in the Workgroup Configuration window Figure 3 Workgroup Configurat...

Page 265: ... members are set to logout state when the system is restarted members must re log back into the assigned group Setting Workgroup Mail Management The Mail Management settings define how voice messages are handled for a workgroup including how messages are announced and processed and how much capacity is allotted to message storage To work with mail management settings click the Mail Management tab ...

Page 266: ...n choose to Delete Messages after Forward Keep the Messages as New Keep Messages as Saved Setting Mailbox Playback Options You can use the following check boxes to turn on or off options for listening to playback of recorded messages These options apply to both new messages and saved messages and they can be applied to multiple workgroups using Apply to Parameter Description Announce Message Sende...

Page 267: ...l prefix and phone number Voice Mail Access Option To allow agents of a workgroup to access the group s voice mail in AltiAgent AltiAgent s WG VM tab select the group and check Enable agents to access voice mailbox of workgroup Setting Message Notification Options To set notification options on new incoming e mail and voice messages click the Notification tab in the Workgroup Configuration window ...

Page 268: ...s option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received Urgent Voice Messages Only All Voice Messages Please note that the system will start notification as soon as it enters non business hours under the following conditions Extension is set to notify Urgent Voice Message Only Notification is set to Non Business Hours Voice mai...

Page 269: ...carrier If the system plays the announcement phrase before the notification call is answered the phrase will be cut off The following two options can be configured based on answer supervision capability Seconds after Dialing If the carrier of the outside phone number cannot provide an answer supervision signal check this option and set a delay time Default 5 seconds maximum 30 seconds Note Note If...

Page 270: ...ndling Options Call Handling options include forwarding handling busy calls handling no answers and other options You can use Apply to to apply call restriction settings to one some or all workgroups To work with workgroup call handling options click the Call Handling tab in the Workgroup Configuration window and select the workgroup number from the Group List Figure 6 Workgroup Configuration Call...

Page 271: ... code to use in the small drop down list on the left and type in the full prefix and phone number To Line Park if configured select a Line Park group from the drop down list Handling Unanswered Calls The Enable No Answer Handling configuration provides options for handling calls when the system rings the first available agent and the call is not answered If all agents in the workgroup are rung and...

Page 272: ...s busy the call goes to the second member configured and so forth Ring Next Available Member a round robin method that attempts to evenly distribute calls among the group members This method sends the call to the next member configured in a workgroup regardless of whether the previous member is busy or not In other words if the previous call was sent to 3 in the group the present call is sent to 4...

Page 273: ...ogged Out You can set calls to forward to a specified destination when all group members either do not answer the call RNA or are logged out To do so in the GroupRNA Logout Handling section of the Call Handling tab check the Enable Forward to check box and select a destination from the drop down list The forwarding options are the same as for Forwarding All Calls on page 203 Queue Management The Q...

Page 274: ... Expected Queue Time announcement during sampling period The expected queue time counter is reset for all workgroups daily at midnight Initial Expected Wait Queue Time 1 to 10 minutes This field defines the expected queue time to be announced during the sampling period Initial Sample Call Count 1 to 100 How many calls you would like to use as initial samples Queue Overflow Forwarding The Queue Ove...

Page 275: ... the left and type in the full prefix and phone number Note Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed Callback Interview the System will record the caller s callback number and will prompt the caller to record a message into the voice mail box of the ...

Page 276: ...igure 8 Agent Logout Reason Configuration window To require logout reasons check the Logout reason code required check box To define reason codes type the associated reason into the text box next to the code you want to associate with the reason ...

Page 277: ...quired Only one Triton MeetMe conference board is supported per system MAX1000 server has a built in MeetMe conference 12 port resource in the embedded DSP No additional hardware is required MeetMe Conference Features Multiple meetings can be held at the same time as long as the reserved resources do not exceed 30 For the MAX1000 system the reserved resources cannot exceed 12 and up to two meeting...

Page 278: ... administrator can change the invitation template You may want to give someone else the privileges to do these things In the MeetMe Conference Admin Number field you can select the extension of a person to whom you want to give Admin privileges for MeetMe Conference That person will see all scheduled meetings in their client application can manage the meetings and can modify the invitation templat...

Page 279: ...n at the top of the window you can choose to display outdated meetings by checking the Display Outdated Meetings check box Deselect the check box to hide outdated meetings Select an existing meeting to perform a function on it for example to start or stop the meeting You can select one meeting at a time Functions can also be performed on an existing meeting by right clicking the meeting and select...

Page 280: ...ng and Modify Meeting dialog boxes use Calendar buttons for date selection To select a date click the Calendar button When the calendar is open use the Up Down arrows to select the year or you can type in a year and then press Enter Click the Calendar button again to close the calendar ...

Page 281: ...this meeting Subject Identifies the subject or type of meeting What you enter here should be easily identifiable in the meeting list Reserved Seats Use the Up Down arrows or type in a number up to 30 to indicate the number of expected participants Host Select the extension number of the host of this meeting The host can start and stop the meeting and can mute and drop meeting members Frequency Sel...

Page 282: ...1 Specify the duration of the meeting using the Up Down arrows 2 If the meeting is to begin as soon as it is scheduled select Now If the meeting is to begin at another time select On Date and enter a date and start time To select a date click the Calendar button To select a start time click the Down arrow and use the slide bar Middle panel Options in the middle panel vary according to the frequenc...

Page 283: ...on which this meeting will occur 5 In the Range of Recurrence panel use the Calendar button to select a date for the first meeting 6 Select End after x occurrences and choose the number of times the meeting is to occur or select End by and click the Calendar button to specify a date at which the meetings will cease Monthly Meeting If you select Monthly from the Schedule drop down list these are yo...

Page 284: ...date for the first meeting 6 Select End after x occurrences and choose the number of times the meeting is to occur or select End by and click the Calendar button to specify a date by which the meetings will cease E mailing a Meeting Invitation In the MeetMe Conference window click the button to see an automatically generated meeting invitation It will look something like this In the Invitation win...

Page 285: ... invitation when MeetMe Conference pastes it into Outlook Starting and Stopping a Meeting The meeting host and the AltiWare Administrator altiadmin can start and stop a meeting To start a meeting select the meeting in the MeetMe Conference window and choose Start Once the meeting is started the host can log into it described in the following section To stop a meeting before its scheduled duration ...

Page 286: ...ence extension number Users calling through a trunk must first dial the company number then the MeetMe Conference extension number Users are prompted to dial the meeting number If the meeting has not yet started the user hears an appropriate message and can try again later If a passcode is required the user is prompted to enter the passcode ...

Page 287: ...s are highly recommended when using AltiWare s VoIP features ISP Intranet Quality of Service QoS If you subscribe to the public IP network or use your own Intranet make sure the maximum network delay is less than 100 milliseconds Also the typical packet loss rate should be less than 1 percent WAN Bandwidth The following table lists bandwidth requirements for various transmission media with differe...

Page 288: ...r network If a firewall is used to protect your network access security reconfigure the firewall to open up TCP and UDP ports to the IP system s IP address The relevant ports are listed in Appendix C Network Ports on page 339 This allows IP s voice and H 323 packets to pass through the firewall freely If the firewall supports H 323 protocol configure the firewall using H 323 instead of opening up ...

Page 289: ...t The section discusses the configuration guidelines when AltiServ is behind NAT Network Address Translation and communication to AltiGen IP phones IPTalk or another AltiServ is over WAN AltiGen SIP phones support NAT traversal which does not require special settings on the NAT router at the remote site Due to H 323 SIP protocol which puts the IP address information in the TCP IP payload the NAT r...

Page 290: ... can also sit behind a DSL Cable Modem Setup For the Corporate LAN AltiWare AltiWare is installed private IP address 192 168 1 2 The public IP address of Router 2 should be configured as the IP address of this IP extension in AltiWare If it is changed dynamically then assign a dynamic IP address configuration for that extension Router 1 Router 1 is a NAT router You need to set up the H323 SIP port...

Page 291: ...re two private networks the corporate LAN and branch office LAN The VPN tunnel connects the two private networks such that the two networks access each other with a private IP address In the corporate network AltiWare is installed on a host with private IP address 192 168 1 2 Both Router 1 and Router 2 are VPN capable and compatible with each other It is recommended that the routers come from same...

Page 292: ... RTP packet transmission An easy example for a VPN resolution is with the Linksys EtherFast VPN router1 Router 1 and Router 2 are routers supporting VPN When configuring these VPN routers the following information is needed Also please refer to the Router s User Guide for more detailed information Router 1 s Setting 1 Linksys is for reference only AltiGen has not certified this product or any othe...

Page 293: ...an access the corporate network through VPN Subnet IP 192 168 2 0 Branch Office Network Subnet Mask 255 255 255 0A Remote Secure Group specifies the corporate network which can be accessed by stations in this local private network through the VPN tunnel Subnet IP 192 168 1 0 Corporate Network Subnet Mask 255 255 255 0A Remote Security Gateway specifies the public IP address of the corporate VPN en...

Page 294: ...270 AltiWare ACC 5 1 Administration Manual ...

Page 295: ...d in the IP dialing table and IP codec assignment table VoIP Bandwidth Use define the maximum VoIP sessions using different codecs on a public Internet or a private intranet data pipe NAT Support configure VoIP NAT traversal when the server is behind NAT using a private IP address IP Dialing Table define IP dialing digits and codec for VoIP dialing to other AltiGen systems or certified third party...

Page 296: ...is efficient and recommended IP Header The IP UDP RTP header adds 40 octets per packet With a packet length of 20ms the IP headers will require 16kbps of bandwidth in addition to whatever codec is being used Transmission Medium In order to travel through the IP network the IP packet is wrapped in another layer by the physical transmission medium The transmission medium such as Ethernet will add it...

Page 297: ...see the following warning message when launching AltiEnterprise Manager Please check the Internet Protocol TCP IP Properties of your server NIC interface and assign a fixed IP address to this server User name Password Login Domain Via Server DomainAdmin Logging in as DomainAdmin gives you rights to change the entire AltiEnterprise Manager configuration Default 22222 You can change the password in ...

Page 298: ...Multisite routing may fail if Route Access Code and IP TrunkAccess Code are not configured Upon successful login AltiEnterprise Manager opens Click a tab to view or configure settings on that tab Information on a tab is related to the selected server Click buttons in the toolbar to perform configuration tasks Click a column heading to sort by that column Change Password Display Servers Configure C...

Page 299: ...sage exceeds the maximum setting the call will not be established IP Dialing Table tab defines the IP dialing table for an AltiWare site Specified information here includes a codec profile and a protocol SIP or H323 for the communication from this site to the selected site IP Codec tab lets you specify an inter gateway codec and define IP device ranges to which you can assign a codec profile Numbe...

Page 300: ...172 31 255 255 10 0 0 0 to 10 255 255 255 To open a window where you can set or modify codec profiles click the Codec button in the AltiEnterprise manager toolbar The following window opens Figure 1 Codec profile setting window in AltiEnterprise Manager Named codec profiles are listed on the left To create a new profile click the Add button The Add Profile dialog box opens ...

Page 301: ...file You cannot remove the Default profile Name Name of the codec profile You can modify the name and click Apply The Default profile name cannot be changed Codec There are three options G 711 Prefer G 723 1 support G 729 Prefer G 729 support G 723 1 G 711 provides toll quality digital voice encoding and G 723 G 729 use low rate audio encoding to provide near toll quality performance under clean c...

Page 302: ...480 max milliseconds The default values for the jitter buffer for G 729 is 10 min to 480 max milliseconds G 711 RTP Packet Length ms Lets you configure the length of the RTP packets for G 711 in milliseconds The RTP packet length can be set to 10 20 or 30 milliseconds The smaller the packet length the larger the bandwidth required G 729 RTP Packet Length ms Lets you configure the length of the RTP...

Page 303: ...es and assign a codec to each To add IP addresses and address ranges and assign a codec 1 Click the Add button in the IP Device Range panel The Add IP Device Range dialog box opens 2 Enter an IP address range for dynamic IP addressing or enter the same address in each field if this is a static address You cannot use the minimum and maximum values 0 0 0 0 and 255 255 255 255 3 Click OK If you have ...

Page 304: ...e server or for member servers in the VoIP domain How many VoIP sessions to allow through Public Pipe How many VoIP sessions to allow through Intranet Pipe NAT support when the server is behind a NAT router The Public Pipe is the WAN connection to the public Internet including IP VPN over WAN The Intranet Pipe is the enterprise WAN connection for example Frame Relay Note The VoIP connections throu...

Page 305: ... is replacing the system s private IP address with a public address when sending VoIP packets to outside devices If you have an intranet linking multiple locations you must enter the IP address range and define the Pipe as Intranet If the AltiGen system and this intranet are behind the same NAT router you need to check the Private Network check box If you have VPN service over public WAN you must ...

Page 306: ...Configuring a Public or Intranet Pipe If you want to regulate how many VoIP sessions can be connected to the server through a Public or Intranet Pipe 1 In the Public Pipe panel check the Enable box 2 Enter the maximum WAN bandwidth you want to allocate to VoIP connections The system will calculate the maximum sessions for each type of codec automatically 3 You can change the G 711 sessions by usin...

Page 307: ...lients you need to configure AltiServ and the NAT router to make AltiServ work properly behind NAT Port forwarding configuration on the firewall NAT router is required If you re not sure how to configure your firewall NAT router please consult your firewall NAT router manual or vendor AltiGen Technical Support will not be able to help with this Important If your firewall NAT router supports SIP yo...

Page 308: ...dministrator View Current Resource Statistics All the ports are listed in the Local Ports column Implementation details After you complete the NAT configurations the system will translate the sending party s IP address with the defined public IP address instead of the system s private IP address When the remote IP device sends VoIP packets to the defined public address all packets will be routed t...

Page 309: ... Dialing Table tab in AltiEnterprise Manager The left side of the window displays the VoIP domain name the server ID length and the name ID and statuses of the global servers in this VoIP domain To add an entry to the IP Dialing Table click the Add button below the table The following dialog box opens ...

Page 310: ...ighly recommended since this information tells the system how long to wait for another entry before sending the digits Dialing Scheme Overlapping ATGN allows the terminal to omit part of the digits required to complete a call while buffering the remaining digits This results in faster response time but it only works if the other end is also an AltiServ system Enbloc allows the system to buffer all...

Page 311: ...nges in the global configuration are propagated in real time to the other members in the VoIP domain Creating a Multi site VoIP Domain To create a multi site VoIP domain and designate a system as the domain Master 1 Select VoIP Multi Site Domain Configuration The AltiEnterprise Location Management window opens The name of the server appears in the Location Name field and the name of your AltiGen p...

Page 312: ...dministration you can use the same key for all member systems The AltiEnterprise Location Management window will look something like this 4 Click Create domain and join as master A dialog box opens 5 Enter the IP address of this system If this system has multiple IP addresses enter the one that can communicate with other member servers 6 Click OK and wait for 5 to 60 seconds depending on the size ...

Page 313: ...nt to declare 2 Select VoIP Multi Site Domain Configuration The AltiEnterprise Location Management window opens The name of the server and the name of the AltiGen product appear in the top box 3 Check the Allow this server to be added to domain check box 4 Enter the name of the VoIP domain that you want this server to be a part of 5 Enter a member key for this server The Member Key is the security...

Page 314: ... and clicking the Set as Master button Before you can add a server to the VoIP domain you must have declared it in AltiWare Administrator see Declaring Additional Servers for the VoIP Domain on page 289 These are the fields in the Global Server Location panel Parameter Description Domain Name The name of the VoIP domain Server ID Length Length is from 1 3 See Changing the Server ID Length on page ...

Page 315: ... will become 12 and 11 It is advisable to keep the original length If you are not sure about future expansion using a 3 digit length is advised Adding a Server to a VoIP Domain Important Before you add a server to the domain you need to make sure that the System ID specified in AltiWare Administrator System Configuration tab is not the same as another member server s System ID AltiEnterprise Manag...

Page 316: ... Set as Master button Rejoining a Server to the VoIP Domain If a slave server crashes or for some other reason disconnects and never returns by itself into the domain you will have to manually rejoin it to the VoIP domain 1 Rebuild the slave if necessary 2 In the VoIP Multi Site Domain Configuration window make sure the slave s Server Role is Stand alone and that the domain name is correct 3 The S...

Page 317: ...in the toolbar to Display all extensions from all VoIP domain member systems extension number name type home server and scope The scope of an extension is discussed in the following section Resolve conflicting extensions and groups to global user or back to local user on the Resolve tab Relocate an extension from one location to another location with optional voice mail on the Resolve tab The Gene...

Page 318: ...e IP dialing table to resolve multi site routing An extension can call a remote extension when invoking basic features such as an extension to extension call call transfer conference Zoomerang and so on Advanced features such as silent monitoring and barge in between sites are NOT supported The Scope of an Extension in the VoIP domain When an extension is added to a system in AltiWare Administrato...

Page 319: ...ow you can only see the extension information You cannot configure any tabs because it is created in another system Conflict Conflict happens when one of the following situations has occurred The same extension number exists as a Global extension in one member system and as a Local extension in other systems The same extension number was created as a Global extension in different systems before th...

Page 320: ...lso requires resolution to determine which system will host the Global extension Changing an Extension s Scope from Local to Global If you need to resolve a conflict by making a Local extension into a Global extension follow these steps 1 Select the extension in the User panel and click the Resolve tab 2 Select the server name extension where you would like the Global extension to reside 3 Click t...

Page 321: ...om Global to Local Situation 1 One Global and no conflict Before you make the change extension 100 s scope is as follows After you change extension 100 to Local the scope of 100 will be Note After you make the change users in Systems B and C cannot dial and ring extension 100 Only System A users can call local extension 100 Situation 2 One or more Global with conflict Before you make the change th...

Page 322: ...age 300 Note The check box is available only if a global extension is selected and that extension has no conflict When a global extension extension 1001 in this example is moved from site A to site B this is what happens The following configurations are replicated from site A to site B First Name Last Name Password Extension Number DID Number Dial by Name Disable Mailbox option Extension Configura...

Page 323: ...ice mail transferring will not impact the voice quality over IP Note If you do not move the voice mail the VM files will be deleted and cannot be recovered When the user relocates an extension using 27 the voice mail is moved also The user cannot choose whether or not to move the voice mail 4 Click Relocate Additional Notes on Relocating a Global Extension The phone user can start using the voice ...

Page 324: ...e mail is also being relocated the voice mail of the extension that was relocated first will be copied over completely to the relocation site before copying begins for the voice mail of the second extension and so on The extension itself is relocated immediately Configuring Global Least Cost Routing Global LCR allows you to save on toll charges by making long distance or international calls throug...

Page 325: ...creen click the Add button The Add Route dialog box appears 3 Fill in the dialog box and click OK 4 After adding a route click Edit check the Enable check box and click OK to activate the Global LCR route Parameter Description Enable Check this check box to enable the configuration E 164 Number Pattern E 164 is the ITU standard format for international telephone numbers Enter a country code and ar...

Page 326: ...length of time such that changes may have been made in the VoIP domain and the server is now out of sync with the Master you need to update the server manually In the server s AltiWare Administrator select VoIP Multi Site Domain Configuration and click the Replicate from Domain button This brings the server up to date with the Master If the server is still not seeing all the information it should ...

Page 327: ...ve Traffic Statistics report both available from the Report menu System Summary Report The System Summary report provides summary information on extensions trunks and workgroups configured in the system To open the System Summary report window select Report System Summary or click the Summary button on the toolbar Figure 1 System Summary window ...

Page 328: ... can print this report by clicking the Print button IP Cumulative Traffic Statistics To view a report of all cumulative IP traffic click Reports IP Traffic Statistics The IP Cumulative Traffic Statistics window displays IP trunk traffic information for all calls Figure 2 IP Cumulative Traffic Statistics window This window displays the following data Parameter Description Internet Address The IP ad...

Page 329: ...IP Cumulative Traffic Statistics by clicking the Reset button Also this window automatically resets all fields to 0 when the AltiWare system is shut down and restarted Statistics gathered before the reset are not saved Packets Lost Number of voice packets that have been lost due to prolonged delays network congestion or routing failure Average Jitter Average length of delay per voice packet in mil...

Page 330: ...308 AltiWare ACC 5 1 Administration Manual ...

Page 331: ...curity Checker Start and Stop All AltiGen Services Trace Collector Voice File Converter Read Config In addition the Work Hunt Group Converter utility is available from AltiWare ACC ACM Administrator Services Work Hunt Group Converter AltiGen Board Test This is an AltiGen hardware test tool for system hang and other hardware related problems It tests the following on all AltiGen boards except Quant...

Page 332: ...he test 4 At the end of the test the utility provides pass or fail results AltiGateway Configuration Tool To open the AltiGateway Configuration tool choose Start All Programs AltiWare ACC Gateway You ll see this dialog box Figure 1 AltiGateway Configuration Tool log in dialog box Enter the IP address and password of the AltiGateway you want to check on and click OK The AltiGateway Configuration To...

Page 333: ...ccessed at the primary AltiWare system it is not available from a remote AltiWare Administrator client Parameter Description Gateway IP Address The IP address of the gateway identified in the title bar Gateway ID Setting Shows the unique numeric ID of the gateway identified in the title bar editable field Password Setting The password of the gateway identified in the title bar editable field Statu...

Page 334: ...the drive or select a different folder Selecting Advanced displays a folder icon Click the folder icon to open a browse dialog box that lets you select the folder to back up to When you click OK in the dialog box the selected drive or directory is displayed in the field below the Backup To drop down list 4 Click OK to start the backup This closes the dialog box In the System Data Management window...

Page 335: ...u can accept the default target directories or you can click the Folder icon to open the Browse for Folder dialog box to select the destination for the backup files Under Backup Selection select the file components you want to back up Configuration files Custom Phrases Extension Messages SP Configuration files 3 Click OK Restoring Backed up Files To restore backed up files 1 Stop the AltiGen switc...

Page 336: ...y directory Important Make sure the version you restore the database files from is compatible with the current AltiWare version If incompatible files are restored the phone system will fail to restart 5 Click OK to start the restore process 6 When you are finished restoring backed up files restart the AltiGen switching services AltiWare Admin Extension Security Checker AltiWare Admin Extension Sec...

Page 337: ...ecurity Checker Checking Extension Security Generally an extension is considered secure if its password meets the following conditions Contains 4 8 digits Is different from the extension Is different from the default system password Does not consist of consecutive numbers Does not consist of a repetition of the same digit Number of Admin connections Information on the selected extension Automatica...

Page 338: ...k Export to export the data in the Extension List to a text file Note You are advised to run this security check periodically and remind extension users to use secure passwords Status Description Secure Pwd Internal Only Has secure password and cannot make outbound trunk calls Unsecure Pwd Password has unsecure elements described in Unsecure Elements window Outbound capable Can make outbound trunk...

Page 339: ...nicians It collects trace for diagnostic purposes and lets you upload the results to AltiGen Technical Support right from the Trace Collector dialog box Technicians can run the Trace Collector tool from the Windows Start menu and also from AltiWare Administrator s Diagnostic menu Log in with the super technician password jazzy and then the current password when logging into AltiWare Administrator ...

Page 340: ...ion of the problem including the extension number involved the time when the problem happened how to reproduce the problem and so on Time Range The tool collects the trace between the time ranges The time range covers before and after you defined Date and Time The default Date and Time is one hour before the current date and time and the default variation is 60 minutes This setting is not applicab...

Page 341: ...o text files and then collects the text files AltiConnect Trace Dump Runs acdump exe to dump the AltiConnect Trace and then collects the trace If Trace Collector is running on the stand alone AltiGateway machine this option is hidden Windows Event log Extracts the system and application event log from the Windows system Quantum DSP Trace Dump altiserv txt atps cmdlog txt SIPPstnReg txt AltiBack_XX...

Page 342: ...Folder Opens the storage folder in a new explorer window Upload Package to FTP Opens an FTP configuration dialog box After you complete the required configuration Trace Collector uploads the selected package to the AltiGen Tech Support FTP site Apply Configurations to 66 Apply time period trace category and storage folder to feature code 66 Trace Collecting Limitations If you run Trace Collector o...

Page 343: ... convert 2 Beside the Convert To field click the Browse button to select the destination folder for the converted files If they are prompts they should be placed in the C PostOffice phrases LangCustom directory on the AltiGateway that is running AltiServ If the files are music files they should be placed in the C PostOffice Phrases Music directory A file that you want to use for music on hold must...

Page 344: ... sending a configuration file to AltiGen Technical Support check ReadOE Data File and select a folder for the dat file 3 Click Go A processing bar indicates the progress of configuration reading 4 When the status window is complete you can click the View button to view the HTML files showing your configuration Columns across the top of the opening page let you view statistics on different componen...

Page 345: ...ongs to any workgroup it cannot be converted to a non agent When an agent is converted to a non agent all workgroup related parameters will be cleared including wrap up time inter call delay and outgoing workgroup number To convert select the agent indicated by YES in the Agent field and click the Convert Agent button or double click the agent Non Agent to Agent To convert select the non agent ind...

Page 346: ...e workgroup indicated in the Type field and click the Convert Group button or double click the workgroup Convert Hunt group to Workgroup A hunt group cannot be converted if it contains at least one non agent You must first change the extension from non agent to agent by selecting the agent and clicking the Convert Agent button or by checking the Agent check box in the Extension Configuration windo...

Page 347: ...ouble click the board to be configured to open the Board Configuration window b In the Board Configuration window click the Board Configuration button c In the next Board Configuration window select E1 as the configure type and click OK Important When changing from E1 to T1 then back to E1 trunk channel properties and channel group properties will be reset to default values It is important to make...

Page 348: ...ppression Do not check the System Clock Master check box because the CO is a clock provider and the AltiGen system is synchronized to the CO If all configurations are correct the status should be shown as OK as in Figure 1 3 Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window Figure 2 Data Link Layer 4 Select E1 CAS as the Span Type and...

Page 349: ...ary subscriber Select 1 2 or 3 for ordinary subscribers refer to Table 1 on page 322 If the subscribed line is intended for other purposes contact your CO for the proper value Add extra digits before caller ID consult your CO to find out if any extra digits are needed Incoming sequences select check box and configure the sequence according to Table 1 on page 322 In call signaling configure the in ...

Page 350: ...t DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11...

Page 351: ...t DID set to 11116 K 31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Colombia MFC R2 Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 ...

Page 352: ... 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 LME Set calling part category 2 The switch doesn t support caller ID transmission Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 1111...

Page 353: ...o 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set to 1111113 1 For 8 digit DID set to 11111113 1 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 116 K 31 For 4 digit DID set to 1116 K 31 For 5 digit DID set to 11116 K 31 For 6 digit DID set to 111116 K...

Page 354: ...1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 3...

Page 355: ...r 5 digit DID 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 China MFC R2 Set calling part category 3 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 11...

Page 356: ...git DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113...

Page 357: ...ID 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 Mexico Teléfonos de Mexico Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For ...

Page 358: ...1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 3...

Page 359: ...button Venezuela Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence sa...

Page 360: ... re check your settings for the physical layer and data link layer 2 In the Board Configuration window double click the channel group to open the Channel Group Configuration dialog box Figure 4 Physical Layer Consult your CO for Frame Type Line Code or Zero Code Suppression Do not check the System Clock Master check box because the CO is a clock pro vider and our system is synchronized to the CO I...

Page 361: ...lect Regular ISDN PRI as the Span Type and select the Switch Mode according to your country in the ISDN PRI Setting field and click OK Figure 5 Data Link layer What you should select in the B Channel Maintenance Message drop down list depends on what country you reside in see Table 2 on page 334 ...

Page 362: ...start France ETSI VN4 None Germany ETSI Restart Greece ETSI Restart Italy ETSI Restart Japan NTT INS1500 Restart Korea ETSI None Macedonia ETSI Restart Mexico ETSI Restart Netherlands ETSI Restart Nordic ETSI Restart Poland ETSI Restart Russia ETSI Restart Saudi Arabia ETSI Restart Singapore ETSI Restart South Africa ETSI Restart Spain ETSI Restart Taiwan Bellcore ETSI None Thailand ETSI Restart U...

Page 363: ...information provided below identifies the recommended and supported parameters for T1 service When ordering T1 service provide the following service request information Equipment Information PBX Manufacturer AltiGen Communications Inc CSU DSU ADTRAN T1 ACE recommended or other CSU DSU Technical Information for T1 with Voice Signaling Protocol E M Wink Start recommended E M Immediate Start Ground S...

Page 364: ... SOC 6 0P AS 2 T1 Channel Assignment Trunk Type In Out or 2 Way recommended Channels Assigned 24 Enter partial channels if you wish to subscribe to both voice and data service Hunting Most Idle Least Idle Ascend Descend DNIS Digits Signal 3 DTMF can be 3 to 10 digits Caller ID Signal DTMF if available Not every service provider provides Caller ID over T1 lines CSU DSU Requirements The CSU channel ...

Page 365: ...EGACOMM Framing Super Frame SF D4 Extended Super Frame ESF recommended Line Coding Alternate Mark Inversion AMI B8ZS recommended Physical Termination RJ 48X or RJ 48C Wire 4 wires PRI Channel Assignment D Channels Assignment 24th channel channel ID 23 Note AltiWare ACC ACM can configure any channel in a PRI span to be the D channel The default setting is the last channel Every span should select a...

Page 366: ...nformation for E1 with Voice Switch Type Austel TS014 ETSI NET5 recommended NT DMS 100 Framing No CRC recommended CRC4 Line Coding Alternate Mark Inversion AMI HDB3 recommended Physical Termination RJ 48X or RJ 48C Wire 4 wires E1 Channel Assignment Data Channels Assignment 1st channel channel ID 0 Channels Assignment 17th channel channel ID 16 Hunting Most Idle Least Idle Ascend Descend DNIS Digi...

Page 367: ...ollowing way For a single chassis system X 49152 Y 49152 Total IP codec channels x 2 For a multi chassis system you need to enter multiple ranges Gateway ID 0 X0 49152 Y0 49152 Total IP codec channels in GW0 x 2 Gateway ID 1 X1 49152 512 x 1 For external VoIP connection through a firewall TCP UDP Remote AltiGen IP phone IPTalk to phone service 10032 10064 10060 Remote AltiGen IP phone firmware dow...

Page 368: ...u will need to open the following ports on the remote firewall NAT router To connect the following applications through a firewall TCP UDP AltiConsole 10025 10037 AltiView AltiAgent IPTalkVM service for AltiView AltiAgent 10025 10028 10037 AltiView AltiAgent MeetMe Conference 10040 AltiSupervisor 10025 10027 10037 Client Applications Auto Update 10050 CDR Search 10025 VRManager VRManager may not w...

Page 369: ...Appendix C Network Ports AltiWare ACC 5 1 Administration Manual 341 UDP 10060 UDP 30 000 31 000 TCP 10064 ...

Page 370: ...342 AltiWare ACC 5 1 Administration Manual ...

Page 371: ...om Open a case on this site and a Technical Support representative will respond within one business day Call 510 252 9712 and follow the prompts Your call will be answered by one of AltiGen s Technical Support Representatives or routed to the Technical Support Message Center if no one is available to answer your call Your call will be returned promptly within two hours under normal circumstances T...

Page 372: ...ustomers AltiTraining s comprehensive curriculum is based on the same format AltiGen uses to train their engineers and dealers Experienced telecommunications professionals teach AltiTraining classes and they bring a wealth of real life experience to every course AltiTraining classes consistently are rated as one of the most valuable and relevant that our students have ever attended Who should atte...

Page 373: ...ing common problems scenarios and basic troubleshooting techniques New product developments and future upgrades How can I register or where can I get more information Visit the AltiTraining web site at www AltiTraining com to register for a class or to get more information You may contact AltiTraining LLC with additional questions E mail info AltiTraining com Phone 877 ALTI TRAIN or 877 258 4872 ...

Page 374: ...346 AltiWare ACC 5 1 Administration Manual ...

Page 375: ... Protocol a transport protocol for real time applications used to transport packetized voice packets over the IP network Make sure UDP port numbers 49152 n 512 49152 n 512 p 2 where n is the gateway ID and p is the number of IP resource channels are not assigned to other applications Note You can find this range displayed in the Current Resource Statistics window in the Local Ports column 4 Check ...

Page 376: ...iting Enabled When the called party is a workgroup pilot number or has Multiple Call Waiting enabled the caller is placed on hold and hears ringback or music IP Resource Does Not Appear in Current Resource Statistics When an IP resource doesn t appear in the Current Resource Statistics window there are two possible causes 1 Device Driver is Not Running Check the device driver Make sure it s instal...

Page 377: ...peripheral 70 audio peripheral options for huntgroups 225 auto attendant actions 86 adding 84 configuring 83 editing 85 making assignments 87 menu items configuring 86 prompts phrase management 88 recording custom phrases 89 average jitter 47 B B8ZS Binary 8 Zero Substitution 100 back up system data 311 backing up files 312 Backup Restore Utility 311 bandwidth and public pipe 285 WAN 265 basic que...

Page 378: ...hone 202 Country 50 cross talk test tool 310 CSU installation 109 CT Bus clock master and T1 E1 Clocking 101 CT Bus test tool 310 cumulative IP traffic statistics 306 Current Resource Statistics win dow missing IP resource 354 current traffic statistics refresh interval 47 D data backup 311 restore 311 dealer installation ID 26 dedicated mobile trunk setting 208 default password for AltiWare Ad mi...

Page 379: ...r 54 flash key Alti IP 600 201 forced account code 165 forward from group greeting 245 forwarding numbers specifying 188 FSK 167 G G 711 jitter buffer range 280 RTP packet length 280 G 711 G 723 silence suppression 279 G 723 jitter buffer range 280 G 729 jitter buffer range 280 RTP packet length 280 G 729 silence suppression 279 G711 jitter buffer range 280 G711 RTP packet length 280 G723 jitter b...

Page 380: ...ath about 110 MeetMe button 42 MeetMe Conference appointing an admin 256 configuring 256 e mail template modifying 263 overview 255 using 256 menu AltiAdmin main 40 message length 177 219 245 maximum number of 176 219 245 notification 178 220 schedule 181 222 248 notification for workgroup 246 notification options setting 179 notification setting 177 notification timing setting 180 notification ty...

Page 381: ... private network defining 283 product repair 350 prompts converting 321 greeting and update 72 public pipe 282 configuring 284 Q quality of service QoS 265 Quantum line properties 166 trunk properties 137 Quantum Board configuration 93 Quantum board trunk seizure 138 Quantum trunk properties setting 137 queue announcement 252 queue management for huntgroups 225 for workgroups 251 queue overflow ro...

Page 382: ...call restrictions 64 country relevant 69 distinctive ringing 51 e mail 79 extension length 53 home area code 51 main number 51 messaging 77 numbering plan 52 summary report 305 work days setting 59 System button 41 system call park 51 system clock master 101 system data backup 311 restore 311 system hang test tool 309 System ID 50 system key 25 System menu 41 system reports 305 307 T T1 channel as...

Page 383: ...ameters for notifica tion 178 voice mail playing order 219 244 voice quality and WAN bandwidth 282 voicemail playing order 176 VoIP codec profiles 277 VoIP bandwidth about 274 requirements 265 274 VoIP configuration 265 VoIP domain adding servers 291 293 creating multi site 289 extension scope 296 managing users 295 rejoining a server to 294 relocating extension 300 relocating extension using 27 3...

Reviews:

No comments