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Altigen AltiWare ACC 5.2, Administration Manual

The Altigen AltiWare ACC 5.2 is a powerful communication solution for businesses. Its Administration Manual offers comprehensive guidelines for system management, making it essential for users. You can easily download this manual for free from our website, ensuring a smooth and efficient experience when harnessing the capabilities of this remarkable product.

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Chapter 22:  Workgroup Configuration

260

AltiWare ACC 5.2 Administration Manual

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Agent ready/not-ready and wrap-up management

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Record inbound and outbound workgroup calls

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Allow supervisor to redirect call

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Allow supervisor to change call priority in queue (ACM)  

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Define workgroup operation hours and routing (ACM)

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Auto logout all agents after operation hours (ACM)

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Priority queuing and call distribution (ACM)

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Skill-based routing (ACM)

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Caller selectable information menu while in queue (ACM)

Agent’s Phone Operation

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Set Login (#54) and Logout (#56)

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Set Ready (#90) and Not Ready (#91)

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Set outbound WG number (#53)

Agent Desktop Application (AltiAgent)

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Real-time workgroup queue and agent statistics display

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Ability to view and check workgroup voice mail

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Set Login and Logout

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Set Ready and Not Ready

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View and pick up calls in queue

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Calls in queue alert option

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Daily performance summary

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View other agents’ status

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View caller’s IVR data and User Data

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Tag memo to a call

Supervisor’s Phone Operation 

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Listen to agent’s conversation with feature code 

#59

Supervisor’s Desktop Application (AltiSupervisor)

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View agent’s state

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Record agent’s conversation

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Manage agent’s login/logout status

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Listen, barge in, or coach agent’s conversation

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View agent’s daily performance statistics

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View group’s real-time status

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View group’s daily operation result

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View calls in queue

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Be alerted to calls in queue

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Change call priority (ACM)

Summary of Contents for AltiWare ACC 5.2

Page 1: ...AltiWare ACC 5 2 Administration Manual 10 2008 4413 0001 5 2 ...

Page 2: ...ithin 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 or regis...

Page 3: ...atures 9 IP PBX Features 9 Automatic Call Distribution Features 12 Auto Attendant AA Features 15 Voice Mail Features 15 Internet Integration Features 16 System and Administration Features 17 Voice over IP Features 18 Multi Site VoIP Management AltiEnterprise Manager 19 Optional Add On Software 20 CHAPTER 2 AltiWare Requirements 21 Minimum System Requirements 21 Supported Operating Systems 21 CPU M...

Page 4: ...cking Calls to Area Codes from All Extensions 55 Setting Unrestricted Area Codes 55 Locking Attacked Extensions 56 Blocking All Outgoing Calls 56 Enabling Hop Off for Tie Trunks 56 Setting 10 Digit Dialing Area Codes 56 Creating Account Codes 57 Adding and Deleting Account Codes 57 Setting up Call Reports 57 Internal Database Configuration Internal Log Service 58 Exporting Through a Local Port 59 ...

Page 5: ...figuring Menu Items 84 Making Auto Attendant Assignments 87 Phrase Management 87 Using Pre Recorded Prompts 88 Recording Custom Phrases from the AltiGen Phone 88 Using Professionally Recorded Phrases 89 CHAPTER 8 Multilingual Configuration 91 Configuration Overview 91 Creating Language Phrase Packages 92 Storing Language Phrase Packages 92 Configuring for a Multilingual System 93 Enabling Multilin...

Page 6: ...ards SIPSP and H323SP 130 Configuring the SIPSP Board 130 Configuring the H323SP Board 131 Configuring the MAX Board 132 Configuring the Virtual MobileExt Board 133 CHAPTER 12 Trunk Configuration 135 Trunks Out of Service 135 Channel Identification 135 Opening the Trunk Configuration Window 136 Selecting Trunks to Set Attributes 137 Configuring One or Multiple Trunks 137 Setting General Trunk Attr...

Page 7: ...untries 178 CHAPTER 15 Extension Configuration 181 About the Apply To Button 182 Setting up Extensions 182 Setting Personal Information 183 Forced Account Code 185 Call Recording Options 185 Physical Location and Type 187 Setting the Line Properties 187 IP Extension Configuration 190 Phone Display Options 191 Configuring Group Options for an Extension 191 Setting up Station Speed Dialing 194 Setti...

Page 8: ...rs 209 Setting Up Monitor Lists 210 Configuring a Monitor List 211 CHAPTER 16 Setting Up IP Extensions 213 Setting an IP Extension 217 Setting VoIP Codec for IP Extension 218 CHAPTER 17 AltiGen IP Phone Configuration 221 CHAPTER 18 Mobile Extension Configuration 227 Mobile Extension Diagram 228 Setting Up a Mobile Extension 228 Voice Mail for Mobile Extensions 235 Mobile Extension Limitations 235 ...

Page 9: ...9 Creating and Configuring Workgroups 262 Overview of Workgroup Configuration Window 262 Setting Up Workgroups 263 Establishing Basic Workgroup Attributes 263 Setting Call Restrictions 264 Service Level Threshold 265 Workgroup Recording Options 265 Establishing Workgroup Membership 267 Setting Login Status for System Restart 268 Setting Workgroup Mail Management 268 Disabling a Mailbox 269 Setting...

Page 10: ...ing a Meeting 289 Continuing a Meeting Beyond Its Duration Time 289 Joining a Meeting 290 CHAPTER 24 Network Configuration Guidelines for VoIP 291 ISP Intranet Quality of Service QoS 291 WAN Bandwidth 291 WAN Router Configuration 292 Firewall Configuration 292 Network Using NAT 292 Network Configuration Guidelines for AltiGen IP Phones 293 Configuration Guidelines for NAT 293 Private Network Confi...

Page 11: ...g 328 When Information May Be Out of Sync 330 CHAPTER 26 System Report Management 331 System Summary Report 331 IP Cumulative Traffic Statistics 332 Resetting Cumulative Statistics 333 CHAPTER 27 Tools and Applications 335 AltiGen Board Test 335 CT Bus Test Tool 336 AltiGateway Configuration Tool 336 Backup and Restore Utility 337 Backing Up Files 338 Scheduling Backups 338 Restoring Backed up Fil...

Page 12: ...uest Information for E1 370 APPENDIX C Network Ports 371 Remote IP Phones Behind NAT 373 APPENDIX D Technical Support Product Repair Services 375 Technical Support 375 Product Repair 376 Technical Training for Administrators 376 APPENDIX E Troubleshooting 379 Troubleshooting VoIP Common Symptoms and Solutions 379 INDEX 381 ...

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 2 Administration Manual ...

Page 15: ...5 2 SIP Implementation Softswitch Architecture Softswitch is a programmable network switch It de couples the network hardware from the switching software Beginning with 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 So...

Page 16: ...nt 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 cont...

Page 17: ... a call comes in with a DID number the system looks for a local extension with the same DID number first If the system cannot find a matching local extension it will match the global extension DID number and route the call Release 5 1 Update 1 Global Extension Appearance With proper configuration the IP phone user can see the following information for a global extension in the VoIP domain line sta...

Page 18: ...een regular trunk and MobileTrunk eliminating the requirement to dedicate a trunk for MobileTrunk use and the need to segment T1 PRI span Soft On hook Off hook for MobileExt user This feature eliminates the need to dial back into the system to get a dial tone after terminating or transferring the current call When the user presses the system simulates On Hook Off Hook and plays a dial tone to the ...

Page 19: ...g 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 caller s SKLR with Agent Skill Level Three agent call coverage logics can be configured Exact Match Equal or higher SKLR Equal or lower SKLR Workgroup call coverage can be...

Page 20: ...t putting the caller on hold Release 5 2 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 New Features and Enhancements IP600 IP710 IP705 S...

Page 21: ...warded calls 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 th...

Page 22: ...xtension Activity Display and Greeting allows users to select from a set of pre defined or customized activity codes that can be played or displayed when the user is absent A greeting 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...

Page 23: ... to 9 different sets of language phrases 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 Multiple Call Waiting with Personalized Greetings a personal queue that allows users to handle multiple i...

Page 24: ... by pressing FLASH 15 and then the 2 or 3 digit AA number Virtual Extensions an extension that is not associated with a physical port but allows access to the AltiGen Voice Mail System features and telephone sharing Workgroup Call Pickup allows agent or supervisor to pick up a specific call in queue Automatic Call Distribution Features Automatic call distribution ACD features include Advanced Queu...

Page 25: ...es an extension 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 distributio...

Page 26: ...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 27: ...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 28: ...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 29: ...ime Call Detail Reporting CDR the system collects and records information on outgoing and incoming phone calls such as length of call time of call number of calls This data 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...

Page 30: ...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 31: ...ictions for hop off calls 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 th...

Page 32: ...gent s and workgroup s operation details including summary analysis and charting Advanced CallRouter 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 33: ...is section lists the system requirements for AltiWare 5 2 Supported Operating Systems The following operating systems are supported in AltiWare 5 2 For the AltiWare 5 2 Server Windows Server 2003 with SP2 Windows XP Professional with SP2 Office1 and MAX1000 R only Windows XP Embedded MAX1000 only For AltiWare Administrator 5 2 Windows Server 2003 with SP2 Windows XP Professional with SP2 Windows V...

Page 34: ... Check to see if there is an Update available to the AtliWare 5 2 Release System Key The system key is a DB 25 parallel port hardware security device that allows the software to run ONLY when that system key is attached to the parallel port of the server that AltiWare is running on By special order your system key may be a USB key Number of Triton or Quantum boards per system CPU Type Available Me...

Page 35: ...login Single agent logged into multiple WGs will only take one license AltiServ Contact Center ACC Per system ACC Agent Seat Per concurrent login Single agent logged into multiple WGs will only take one license AltiView Per concurrent login AltiConsole Per concurrent login AltiAgent Per concurrent login AltiSupervisor Per concurrent login IPTalk Per concurrent login SIP Trunk Per activated SIP tru...

Page 36: ...he instructions on the screen Uninstalling AltiWare To uninstall AltiWare be sure to stop all AltiWare related services before uninstallation To do this run AltiWare Administrator log in and select Services Shutdown Switching from the menu In the event that the auxiliary services were not stopped stop them one at a time using the Start Programs Administrative Tools Services applet Then go to Start...

Page 37: ...nnot 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 restarting your system Manually append c AltiWare exe if AltiWare is installed on c drive to your system environment path through Control Panel System Advanced tab Environment Variables Syste...

Page 38: ...Chapter 2 AltiWare Requirements 26 AltiWare ACC 5 2 Administration Manual ...

Page 39: ... 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 2 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 40: ...ttons for quick access to 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 ...

Page 41: ...Opens windows where you can view the system summary and IP traffic statistics Diagnostic Opens windows where you can view the trace open the Trace Collector view the system 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 Monit...

Page 42: ...p Configuration window Shortcut for CallCenter Workgroup Configuration IP Phone Opens the IP Phone Configuration window Shortcut for PBX AltiGen IP Phone Configuration AA Opens the AA Configuration window Shortcut for System AA Configuration Recording Opens the Recording Configuration window Shortcut for System Recording Configuration MeetMe Opens the MeetMe Conference window Shortcut for PBX Meet...

Page 43: ...ard s logical ID the sequential ID of the board assigned by the system Board type for example TritonIP12PT is a Triton board with 12 trunk ports The physical ID including the ID on the faceplate of the board and the gateway ID If it is an all in one system the gateway ID is the system itself and the ID is 0 Figure 3 Boards window Click on any column head to sort by that column Click again to rever...

Page 44: ...ple 01 0005 identifies the card logical ID and port channel number on the board For example in location 01 0005 the card logical ID is 1 and the port number is 005 If an IP Extension is logged on the location will also show the IP address The Reset button resets the selected extension to the idle status You ll be asked to confirm the reset You can click the Reset button without selecting an extens...

Page 45: ...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 s to the idle st...

Page 46: ...s 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 nu...

Page 47: ... Contains a summary of codec 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...

Page 48: ... 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 off ...

Page 49: ...on page 336 Gateway Configuration 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 337 AltiWare Admin and Extension Security Checker Checks the security status of every extension in your AltiWare syste...

Page 50: ...Chapter 3 Getting Around AltiWare Administrator 38 AltiWare ACC 5 2 Administration Manual ...

Page 51: ...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 52: ...s are writing call records to the 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 s...

Page 53: ...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 54: ...ations Trunk in call routing DNIS in call 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 membe...

Page 55: ...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 56: ...nsion be greater than or equal to this DID Number Length Dialed Digit Translator This feature is capable of intercepting and manipulating a dialed digit string before it is sent out for outbound call processing To set up a dialed digit translator entry check the Enable checkbox and click the Setup key This opens a dialog box where you can select First Digit Translator or Extension Dialed Digit Tra...

Page 57: ...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 58: ... location than 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 E...

Page 59: ...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 60: ...d in Setting VoIP Codec Profiles on page 304 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 138 This will prevent users from directly accessing the 30 port boards which use the G 711 codec only for calls to AltiContact Manager ...

Page 61: ...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 62: ...ectly To configure 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...

Page 63: ... 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 64: ...oliday click the 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 ne...

Page 65: ...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 66: ...Speed tab and click 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 c...

Page 67: ...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 Unrestricted Area Codes To add or remove local call definitions including calls that begin with 1 but are free 800 888 use the Add or Delete bu...

Page 68: ...tem to make an outbound 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 ...

Page 69: ... 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 70: ...rvice shown in 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 Th...

Page 71: ...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 72: ...ency Number field 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 begin...

Page 73: ...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 74: ...l 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 Overhead ...

Page 75: ...d as follows 1 System Default 2 Personal 3 Meeting 4 Away From Desk 5 Business Travel 6 Personal Time Off The remaining three activity codes 7 8 9 are not assigned and can be customized by the administrator To customize an activity code click the activity code and click Edit In the Edit Activity dialog box enter name of the Activity and click OK ...

Page 76: ...tion tab allows the system administrator to create an extension feature profile that includes enabling or disabling of the following extension features AltiGen Voice Mail pwd Login to VM 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 Mo...

Page 77: ... extension is an IP extension 26 27 is still available even if it is disabled in the extension s feature profile To add a Feature Profile By default a System feature profile is assigned as 0 To add a new Feature Profile click the Add button The Add Feature Profile dialog box appears where you can type in a Name for the feature profile Figure 16 Add Feature Profile dialog box Note When adding a fea...

Page 78: ... Configuration and that feature profile is subsequently deleted and a new feature profile is created that uses the same number for example 2 Marketing Group the extension will automatically be assigned to the new feature profile So it is important to note which extensions are assigned to certain feature profiles especially when adding new profiles or deleting old ones ...

Page 79: ...dditional AltiGateways attach to AltiWare via a LAN Figure 1 Multiple AltiGateways connected through a LAN To configure multiple AltiGen servers to work as one system one server is designated as the primary server Because of its critical role AltiGen provides a pre configured server with adequate processing power for the functions that need to be performed AltiWare is installed on this server only...

Page 80: ...mpt to attach a second gateway to it The Gateway Management window lists each gateway in your system its number name and password IP address status country and how many IP phones are assigned to the gateway as a home gateway Use this window to Add and delete a gateway Attach and detach a gateway Change a gateway name IP address password country Set TDM Bus mode for a gateway Set CT Bus clock for a...

Page 81: ...ed to the selected gateway Each AltiGateway has its own password Country The country where the gateway resides This configuration determines what tone table will be used for the gateway Extension users assigned to this gateway will hear different off hook and busy tones for example if this parameter is set differently from the AltiWare system setting Home IP Exts The number of IP extensions that h...

Page 82: ...eway to the list you can attach it to the AltiWare system Also you may have disconnected a gateway that has already been attached In either case you can attach it in the Gateway Management window Set CT Bus Clock This parameter determines which telephony board will provide the clock signal for the TDM bus If you don t have multiple T1 or E1 boards in a gateway the default Auto setting is recommend...

Page 83: ...gateways ongoing calls may be dropped To detach a gateway from the AltiWare system 1 Select the gateway you want to detach 2 Click the Detach button You are asked for confirmation 3 Click Yes to confirm A message appears telling you that the detachment was successful and the Status field of the gateway reads Disconnected To delete a gateway from the Gateway Management window First detach the gatew...

Page 84: ...r the IP address and password of the AltiGateway you want to check on and click OK The AltiGateway Configuration Tool looks like this Figure 4 AltiGateway Configuration Tool The window displays gateway settings product version and a board view for the gateway showing each board s name and serial number The settings Parameter Description Gateway IP Address The IP address of the gateway identified i...

Page 85: ...tion Manual 73 Status The status of the gateway active disconnected initializing resetting failed Current Softswitch IP Address The IP address of the machine running AltiWare Product Version The software version of the AltiGateway service Parameter Description ...

Page 86: ...AltiGateway Configuration Tool 74 AltiWare ACC 5 2 Administration Manual ...

Page 87: ...bling 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 C...

Page 88: ... to deliver notification 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 betwee...

Page 89: ...ages 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 mini...

Page 90: ...gh the phone sets 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 inv...

Page 91: ...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 92: ...Chapter 6 Voice Mail Configuration 80 AltiWare ACC 5 2 Administration Manual ...

Page 93: ... to hear a list of employees and their extension numbers Records a voice mail message to a specific mail box Allows employees to call into the system and access voice from an external location Collects caller input data for example account code ID and so on Data Directed Routing Allows the routing of calls directed by the caller s input digit or text Sets call priority and skill level requirement ...

Page 94: ... Extension Workgroup 360 3 Version 5 Support Call Extension Workgroup 370 4 Version 6 Support Call Extension Workgroup 380 5 6 7 8 9 0 Operator To Operator Repeat Menu Repeat Level Main Menu GoTo Top Level Auto Attendant ID 120 Phrase 30 Sales Digit Meaning Action 1 Hardware Call Extension Workgroup 310 2 Applications Call Extension Workgroup 320 3 Check Order Status GoTo Item 127 Collect Order 4 ...

Page 95: ...n 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 appear...

Page 96: ...hrases LangCustom directory 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 ...

Page 97: ...system will not have the timing delay to differentiate digits If you would like to provide the option for a caller to enter an extension number you need to map this action item to one of the menu options Call Directory Service Lists the system users and their extensions to the caller For this to work properly users need to record their directory names Call Disconnect Disconnects the call VM Record...

Page 98: ...Figure 3 Collect digits Text Tag a tag name which is critical for the following operations Adv Advanced Call Router When selected the system will hand over the call to the Advanced Call Router application through the SDK API interface The ACR application needs to log in to a virtual extension with the correct password If the ACR application fails to connect the system will execute the sub level as...

Page 99: ...he length of time the system will wait after the maximum length of digits is collected Web Call Response Timeout the length of time the system will wait for digits after responding to a Web call before timeout Making Auto Attendant Assignments Once the AAs are set up you can use them in various in call routing situations trunk DNIS caller ID in call routing and an answering option for an extension...

Page 100: ...the Phrase Management option 3 Press 2 to record a phrase 4 Enter a four digit phrase number between 0001 and 0999 5 Record the phrase after the tone Press at the end of the recording Phrase Phrase 0001 default Thank you for calling If you know the extension of the person you wish to speak with please enter it now To reach the operator press 0 or simply stay on the line 0291 default Please hold so...

Page 101: ...ities menu Some recording studios provide the conversion service for an additional fee The converted file can then be used for an AA or for a workgroup or huntgroup group setup To install professionally recorded phrases or prompts 1 Assign a prompt number to each prompt you would like recorded Or give the prompt a unique identifying name AltiGen supplied phrases are numbered but phrases don t have...

Page 102: ...Chapter 7 Auto Attendant Configuration 90 AltiWare ACC 5 2 Administration Manual ...

Page 103: ... If your company has multiple phone numbers you can configure AltiWare to direct a caller to a language based on the phone number the caller has dialed For example if you give out different 800 numbers to different countries and a call comes in from the 800 number you give out to customers in Mexico you can configure AltiWare to direct that 800 number to the Mexico Spanish language prompts or to a...

Page 104: ...ectory Note AltiGen authorized distributors in each country will perform localization procedures to create language packages including syntax rules for numbers and sentence structure for their local market For international customers please contact the authorized AltiGen distributor in your country to obtain localized language phrases Storing Language Phrase Packages Additional language phrases sy...

Page 105: ...nguage is listed in the Multilingual Configuration screen and the description of the default language is displayed as Default Language Each language added to the table will have a formal name a description a system phrase directory LangDir_X and a custom phrase directory LangCustomDir_X as shown in Figure 2 To add a language 1 Click the Add button The Add Language dialog box opens 2 Choose a langu...

Page 106: ...their directories in the Multilingual Configuration Language tab as described above you are ready to enable multilingual support in the auto attendant 1 Select System Multilingual Configuration AA tab 2 From the list at the left select the AA you want to configure with multilingual support 3 Check the Enable Multilingual Support check box The Multilingual Enabled column changes to TRUE 4 In the La...

Page 107: ...language preference is selected by the caller Configuring the Extension Extension users have a default language configured and that language is always used for them whenever they hear a prompt on their extension The default language is assigned in Extension Configuration General tab Figure 3 Selecting a language for an extension user In the Language drop down list select the desired language and c...

Page 108: ...orrect numbers in the next step For example the prompt the extension user might hear after pressing 12 might be To change the preferred language for this extension press 1 for English press 2 for Spanish press 3 for Chinese 3 Beside each number select a language from the drop down list that corresponds to the prompt The languages listed are those that you have added to AltiWare on the Language tab...

Page 109: ...a Feature Profile that includes 12 Using DNIS to Set the Language If your company has multiple phone numbers you can configure AltiWare to direct a caller to prompts in a selected language based on the phone number the caller has dialed To direct specified DNIS calls to a selected language AA or extension 1 Select PBX In Call Routing Configuration DNIS Routing tab 2 Click the Add button to add a n...

Page 110: ... the selected language If a language selection is invalid or times out 7 seconds three times in a row the default language is selected 3 If an extension is set for ONA one number access the caller will hear the prompt in the language selected previously but when the callee picks up the ONA notification call the callee will hear the prompt in the language according to the extension s language setti...

Page 111: ...installation If an agent is using an IP phone and recording is turned on the system will use a recording channel on a VoIP board to process the recording session The IP phone will occupy a codec channel on the VoIP board to allow the recording channel to tap into the conversation You need to make sure that the AltiServ that agents belong to and the AltiGateway for a multi chassis installation have...

Page 112: ...ding Configuration The Recording Configuration window opens Figure 1 Recording Configuration window Note Call recording options for specific extensions workgroups can be set up on the General tab of Extension Configuration and Workgroup Configuration respectively To Enable and Configure Centralized Recording 1 Check the Enable Centralized Recording check box 2 Select a Recording Type from the drop...

Page 113: ...Click the FTP Test button to verify that login to the FTP server is successful 6 When you are finished configuring click OK Note To allow supervisors to record an agent s non workgroup call check the appropriate check box on the System Configuration General tab For more information see Setting General Parameters on page 39 Using a Remote Shared Directory It is strongly recommended that you use VRM...

Page 114: ... ACC 5 2 Administration Manual Figure 3 Sign up for online storage or connect to a network server link This invokes the Add Network Place Wizard Figure 4 Add Network Place Wizard 3 Click Next You ll see the screen below Figure 5 Add Network Place Wizard ...

Page 115: ... Network Address 5 Type the address of the Web site FTP site or network location in the field for example ServerName sharefolder or use the Browse button to locate the destination path Click View some examples for correct formatting Then click Next The following screen is displayed Figure 7 Add Network Place Wizard Shortcut Name 6 Type in a name for the network place and click Next A confirmation ...

Page 116: ...istration Manual Figure 8 Confirmation screen 7 Click Finish The network place you created should appear on the desktop Figure 9 Network Place Created 8 In the Recording Configuration window use the Browse button to select the network place as the destination folder ...

Page 117: ...Chapter 9 Call Recording Configuration AltiWare ACC 5 2 Administration Manual 105 Figure 10 Recording Configuration Window ...

Page 118: ...Chapter 9 Call Recording Configuration 106 AltiWare ACC 5 2 Administration Manual ...

Page 119: ...ound call routing logic for a special business application To connect an SDK based add on application you need An APC license concurrent session A separate application extension to log in to for each application For more information about SDK please send e mail to sdksupport altigen com Application Extension Setup Note Before you begin make sure a Trunk Control APC SDK Session license is registere...

Page 120: ...nd click OK Figure 2 Add Application Extension dialog box 2 The application extension appears in the AppExt List 3 Type a password in the Password field 4 Type a description of the application in the Description field if desired 5 Click OK Application Failover Plan The Application Failover Plan ensures that a call made to the extension will be automatically transferred if the application is not av...

Page 121: ...y the system will announce to the caller that the extension is not available and the call will be dropped Application Information Additional information can be described in the App Information fields If desired enter the appropriate information in the fields for Application Source Spec Doc Location Designed by Implemented by Implementation Date Revision Number and Revision Date Readying the Applic...

Page 122: ...Chapter 10 Application Extension Configuration 110 AltiWare ACC 5 2 Administration Manual ...

Page 123: ...rd page 113 Triton Analog Station Board page 114 Triton Analog Trunk LS GS and LS Boards page 115 Triton VoIP Board page 115 Triton T1 E1 Boards page 116 Virtual Boards SIP and H323 page 130 MAX1000 Board page 132 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 win...

Page 124: ... dialog box or a 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 c...

Page 125: ... 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 126: ...stic dialog box 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 112 See attribute descriptions below Figure 2 Note the following additional information Double clicking a channel in...

Page 127: ... opens 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 227 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 291 ...

Page 128: ...44 Mbps Voice T1 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 Appendi...

Page 129: ...n 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 227 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 130: ...s Reasons could 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 n...

Page 131: ...iolations 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 132: ...e Type to either 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 ...

Page 133: ...to 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 118 to open the Protocol Configuration window shown below The Triton ...

Page 134: ...f Selecting Span Types T1 CAS select this option to associate all channels on the span to T1 CAS Regular ISDN PRI select this option to indicate 23B D ISDN PRI span and to designate the last channel as the D channel Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not available when E1 CAS is selected ...

Page 135: ...Span Types E1 CAS select 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 Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not available when T1 CAS is se...

Page 136: ...op four settings are used for a connection to a CO switch AT T 4ESS PRI AT T 5ESS PRI NT DMS 100 PRI NI 2 PRI default The bottom four settings are used for a PRI tie trunk configuration where two 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 PR...

Page 137: ...ree 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 PRI Aust...

Page 138: ...ys the six classes of numbers call type that can be sent to a CO 101CCCC Numbers CIC Carrier Identification Codes dialing 011 International Numbers for placing calls outside the U S 1 10 digit Numbers for local and long distance calls that require dialing 1 before the number 10 digit Numbers for local and long distance calls that do not require 1 before dialing 7 digit Numbers for calls placed wit...

Page 139: ...fic 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 fe...

Page 140: ...IP hop off to PRI 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 i...

Page 141: ...SU 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 misco...

Page 142: ...nd H323 Tie Trunks 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 bo...

Page 143: ...e SIP Trunk Properties on page 143 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 ...

Page 144: ...figuration window 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...

Page 145: ...board 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 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 M...

Page 146: ...Chapter 11 Board Configuration 134 AltiWare ACC 5 2 Administration Manual ...

Page 147: ...RI trunk page 145 Triton analog trunk page 148 Quantum trunk page 157 This chapter also discusses incoming call routing page 157 and outgoing call blocking page 160 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 lat...

Page 148: ...iguration window do one of the following Click the Trunk Configuration button in the toolbar Select PBX Trunk Configuration Double click a trunk in the Trunk View window Figure 2 Trunk View window Selecting Channel Properties from the right click menu in Trunk View bypasses the general Trunk Configuration window to open a trunk properties window specific to the selected trunk ...

Page 149: ... 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 150: ... in an area with 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 T...

Page 151: ...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 152: ...that it is a Centrex 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 ne...

Page 153: ...le If you select Enable choose the license you want to assign Concurrent Session or Dedicated Seat and make sure that in System Recording Configuration one of the trunk based recording options is selected Note When you use trunk based recording inbound or outbound calls are recorded as long as the trunk is in use For example an inbound call that is answered by an AA routed to an operator and trans...

Page 154: ...stem after the maximum 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 bu...

Page 155: ...rvice 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 requi...

Page 156: ...vider if required 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 p...

Page 157: ...guration 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 ...

Page 158: ...x seconds between 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 ...

Page 159: ...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 160: ... from the trunk 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 ...

Page 161: ...disable 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 ...

Page 162: ...e energy loss The 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 tones are 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 Retur...

Page 163: ...e 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 ...

Page 164: ... to rule out a 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...

Page 165: ...configuration 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 D...

Page 166: ...1 Setting the AA 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 167: ...ration 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 Tri...

Page 168: ...Chapter 12 Trunk Configuration 156 AltiWare ACC 5 2 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 169: ...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 137 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 170: ...With Trunk Seizure 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 Incomi...

Page 171: ...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 172: ...s defined in the System Configuration window Business Hours tab Setting Business Hours on page 48 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 sele...

Page 173: ... 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 174: ...Chapter 12 Trunk Configuration 162 AltiWare ACC 5 2 Administration Manual ...

Page 175: ...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 176: ... In Call Routing window 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 bot...

Page 177: ...ncoming calls based on Holiday Profiles configured in System Configuration see Routing Calls on Holidays on page 50 Business Hours Profile routes incoming calls based on Business Hours Profiles configured in System Configuration see Setting Business Hours on page 48 During Business Hours Outside Business Hours and Non Working Day are defined and selected by Business Hours profile Language Setting ...

Page 178: ...cceptable entry but 252 9876 is not The DNIS Name is descriptive and optional it can be used to remind you about the nature of the number and routing For example you might give the 2529876 number the name Tech Support To delete an entry select it in the DNIS number list then click Delete Defining DNIS Routing After adding an entry you define it by first selecting it in the list When you select an ...

Page 179: ...on Holiday Profiles configured in the System Configuration window see Routing Calls on Holidays on page 50 Business Hours Profile routes incoming calls based on Business Hours Profiles configured in the System Configuration window see Setting Business Hours on page 48 During Business Hours Outside Business Hours and Non Working Day are defined and selected by the Business Hours profile Language Se...

Page 180: ...Chapter 13 In Call Routing Configuration 168 AltiWare ACC 5 2 Administration Manual ...

Page 181: ... 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 182: ...n requires adding or 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 s...

Page 183: ... 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 184: ...trunks to the Member 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 WAR...

Page 185: ...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 186: ...Pattern tab on the Out 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 patte...

Page 187: ...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 188: ...mpany ABC located in 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 189: ... 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 190: ...are using en bloc buffering 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...

Page 191: ...es for the following prefixes prefix 0 length 11 prefix 00 length 14 prefixes 1 9 each length 7 In the Route Priority field use the drop down list to select the En Bloc 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 ...

Page 192: ...Chapter 14 Out Call Routing Configuration 180 AltiWare ACC 5 2 Administration Manual ...

Page 193: ...ng Click the Extension Configuration button on the toolbar Select PBX Extension Configuration Note To set up an application extension see Application Extension Configuration on page 107 To set up an IP extension see Setting Up IP Extensions on page 213 To set up a mobile extension see Mobile Extension Configuration on page 227 Figure 1 Extension Configuration window There are three types of extens...

Page 194: ...o button pops up a list of all extensions to which the change can apply Select the extensions to which you want to apply the change all are selected by default Use the Shift or Ctrl keys to select several extensions The Apply To button is disabled unless a change you made can be applied to other extensions When you use the button to apply changes to multiple extensions it works on only those chang...

Page 195: ...el number or IP address automatically 5 Depending on the type of extension you re creating take one of the following actions If you re setting a virtual number you re done Click OK If you re setting up a physical extension select an available physical location 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 y...

Page 196: ... 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 calls ma...

Page 197: ...e user to enter an account code Override Allowed Prompts the user to enter an account code or the user can press to bypass the account code Account Code Validation Forces the user to enter a valid account code For Long Distance Call Only The system determines if an outgoing call starts with a long distance or international prefix If it does the call will require an account code Call Recording Opti...

Page 198: ...se to be available Record on demand to extension VM Records non workgroup calls on demand which are saved to the extension s voicemail box No license is required for this option Note The recorded file will not be forwarded to e mail as an attachment even if mail forwarding is enabled to forward voice mail to e mail Record X out of 10 calls If recording to a central location automatically records a...

Page 199: ...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 extension select the extension number in the list of extensions then click the Prev or Next buttons to change the boa...

Page 200: ...mon 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 201: ...tension specific 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 ...

Page 202: ...e 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 C...

Page 203: ...ormation the number 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 Unkno...

Page 204: ...ups 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 hunt groups 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 work...

Page 205: ... time delay before 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 ...

Page 206: ...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 207: ...e the phone number 914085551212 comprises 9 trunk access code 1 long distance prefix followed by 408 area code and finally the seven digit telephone number Valid digits include 0 through 9 and comma The comma represents a one second pause Setting the Mailbox Options The Mail Management settings define how voice messages are handled for an extension whether the mailbox is information only or is ful...

Page 208: ...d 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 th...

Page 209: ...t to select one of 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...

Page 210: ...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 182 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 211: ...logged to SecurityAlert txt see Where Security Alerts Are Logged on page 200 Unusual VM Activity Notification When certain unusual activity is detected from an extension s voice mail the system can notify a designated extension 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 administrato...

Page 212: ...he 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 cal...

Page 213: ...fication message for 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 ...

Page 214: ... Hours on page 48 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 ...

Page 215: ...ers defined in the 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 Remi...

Page 216: ...ng settings to one some or all extensions See About the Apply To Button on page 182 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 217: ... attendant number 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 203 Also see Outcall to Cellul...

Page 218: ...busy 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 205 Forward to Voice Mail Place Caller in Queue Places caller in the extension s personal queue This option is available only if Multiple Call Waiti...

Page 219: ...own list under the 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 255 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...

Page 220: ...ule 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 Y...

Page 221: ...ersonal greeting then enter the password to use ONA Specifying Forwarding Numbers The Forwarding Numbers are used by the system to find the user when ONA is active You can set up to four different numbers When ONA is active the system 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 ...

Page 222: ...al state 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 t...

Page 223: ...ist tab To add members to the list 1 From the Monitor Available list select the extensions to add to the extension user s AltiView Change Monitor window 2 Click Add to move the extensions to the Monitor List To remove members 1 Select the extensions in the Monitor List 2 Click Remove Check the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected exte...

Page 224: ...Chapter 15 Extension Configuration 212 AltiWare ACC 5 2 Administration Manual ...

Page 225: ...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 226: ...m call control including 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 ...

Page 227: ... 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 extensio...

Page 228: ...plementation consists 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 229: ...d to enter the IP address for each IP extension This setting is recommended only when connecting to third party SIP devices such as a Multi Tech MVP VoIP gateway with FXS ports support Refer to MultiTech Gateway Application Note in the AltiGen knowledge base available from the AltiGen dealer web site at https dealer altigen com 3 Configure the rest of the IP Extension panel Connect Voice Stream to...

Page 230: ... Extension with a dynamic IP address Losing network connection can happen in the following cases The user presses 26 to log out from the IP phone The server loses connectivity to the IP phone The IP Extension s channel is taken over by another extension The user exits from an IP Talk session Once associated with a fallback mobile extension when the network connectivity is restored the fallback mob...

Page 231: ...e IP phone s IP address into the IP Codec table the system will use the Default Prefer G 723 1 support G 729 setting You can change the Default to Prefer G 729 support G 723 1 if desired To set up the VoIP codec and define IP address ranges see Setting VoIP Codec Profiles on page 304 and Assigning Codec Profiles to IP Addresses on page 306 ...

Page 232: ...Chapter 16 Setting Up IP Extensions 220 AltiWare ACC 5 2 Administration Manual ...

Page 233: ...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 234: ...escription General Lets 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...

Page 235: ...st 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 privat...

Page 236: ...ameters on the General 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 237: ...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 238: ...r normal business hours 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 ...

Page 239: ...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 240: ...nd analog trunks can be shared for regular incoming and outgoing calls and mobile trunk connections Figure 1 Mobile Extension Diagram Beginning with 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...

Page 241: ... 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 232 individual trunks when idle still ...

Page 242: ...ileExt virtual board 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 243: ...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 244: ...lect either Shared or 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...

Page 245: ... 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 246: ... PRI panel Choose from 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...

Page 247: ...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 248: ...Chapter 18 Mobile Extension Configuration 236 AltiWare ACC 5 2 Administration Manual ...

Page 249: ...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 250: ...acity and feature 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 gr...

Page 251: ...n 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 recommended The letters map to numbers on a phone for example as ...

Page 252: ... s VM system This setting regulates making international calls from voice mail and forwarding to an international number Caution Allowing any of these options may increase the potential for toll fraud Make sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call AltiGen recommends that you leave the fourth option unchecked for all hunt...

Page 253: ...2 Click Remove to move them 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 ...

Page 254: ...mail Name the hunt group s e mail name without the domain The default e mail name is ext hunt group number that is the letters ext followed by the hunt group number For example the default e mail name for hunt group 500 would be ext500 Retrieve Voice Mail by E mail Client selected this sends voice mail to the user s e mail as an attachment Deselected voice mail is retrieved as voice mail Enable Ma...

Page 255: ...ing to recorded AltiGen Voice Mail System messages Announce Time Stamp Before Playback Selected the user hears the timestamp time and date of each message before playback Confirm Callback Number Selected system confirms the accuracy of the caller s number Enable Distinctive Call Waiting Tone Selected the user hears three different call waiting tone cadences to distinguish between internal external...

Page 256: ...g this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received Urgent Voice Messages Only All Voice Messages Please note that the system will start notification as soon as it enters non business hours under the following conditions Extension is set to notify Urgent Voice Message Only Notification is set to Non Business Hours Voic...

Page 257: ...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 258: ...sages Non Business Hours notification only during non business hours Business hours are set in System Configuration Business Hours tab see Setting Business Hours on page 48 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 ca...

Page 259: ...gent to become available If there is no agent logged in at this moment the system will use Group Logout Handling to handle this call Group Voice Mail 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...

Page 260: ... available agent until 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 M...

Page 261: ...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 262: ...ion on page 60 Setting a custom configuration in the Queue Management tab involves selecting other available phrases from the drop down lists Depending on how long the caller is in the queue the caller will hear phrases 1 5 in order after which phrase 5 will be repeated For information about creating custom phrases see Chapter 7 Auto Attendant Configuration ...

Page 263: ...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 264: ... for the paging group 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 Co...

Page 265: ...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 266: ...Chapter 20 Paging Group Configuration 254 AltiWare ACC 5 2 Administration Manual ...

Page 267: ...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 268: ... in the Add Line Park dialog box and click OK 3 Select line ID numbers from the Non Member List and click the Add button to add them to the Member List 4 Configure the following Line Park options Park by System Play greeting phrase to caller when parked Select this option to have the system play the greeting phrase you select from the drop down box before playing music on hold Specify whether to p...

Page 269: ...wered by any extension or voice mail If the call is answered and parked the caller will hear a greeting phrase and on hold music Enable Timeout Check this box to specify in seconds when a line park call will time out Use the Timeout option drop down boxes to forward the call to the extension that parked the call alert the extension that parked the call or forward the call to an AA voice mail or an...

Page 270: ...Chapter 21 Line Park Configuration 258 AltiWare ACC 5 2 Administration Manual ...

Page 271: ...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 272: ...nt Desktop Application AltiAgent Real time workgroup queue and agent statistics display Ability to view and check workgroup voice mail Set Login and Logout Set Ready and Not Ready View and pick up calls in queue Calls in queue alert option Daily performance summary View other agents status View caller s IVR data and User Data Tag memo to a call Supervisor s Phone Operation Listen to agent s conver...

Page 273: ...or The agent s phone is off hook for too long causing the phone to enter an error state The priority queuing feature in the ACM edition of AltiWare has the following capabilities Tag priority 1 9 to a call entering system 1 is the highest priority and 9 is the lowest priority Call priority can be set at DNIS Routing Caller ID Routing IVR Advanced Call Router and SDK If no priority is tagged to a c...

Page 274: ...s for creating workgroups setting their attributes and assigning group members To open the Workgroup Configuration window select Call Center Workgroup Configuration Figure 1 Workgroup Configuration window General tab Overview of Workgroup Configuration Window These are the tabs in the Workgroup Configuration window General create workgroup pilot numbers group descriptions service level threshold a...

Page 275: ...applied Setting Up Workgroups Set up new workgroups in the Workgroup Configuration window To create a workgroup 1 Click the Add button under the Group List The 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 workgro...

Page 276: ... setting regulates workgroup call forwarding voice mail notification and reminder call configuration If this setting is not checked you will see a warning message pop up when trying to set up forwarding to an outside number International calls are not allowed if the fourth option is not checked Allow Outside Caller to Make or Return Calls from within Group s VM System when checked an outside calle...

Page 277: ...be output to the AltiAgent and AltiSupervisor applications The Service Level Calculations Options button opens the following dialog box Figure 2 Service Level Calculation dialog box In the Method Options section select one of the following TSL Total Call Service Level the service level calculation is TSL Total WG inbound calls within SLT Total WG inbound calls This is the default option ASL Answer...

Page 278: ...is option requires that either a shared Concurrent Recording Session license is available or that a dedicated Recording Seat license is assigned to each workgroup member configured in Extension Configuration Record on demand to extension VM records calls on demand which are saved to the agent s voicemail box Note When retrieving voice mail as an e mail if the voice mail file has a recorded file at...

Page 279: ... applies only to non workgroup calls The recording setting at Workgroup Configuration applies only to workgroup calls To allow an agent to record all calls non workgroup and workgroup both recording settings must be enabled When an agent logs in to a workgroup which is also an outbound workgroup all outbound calls will be considered as workgroup calls and recorded according to workgroup configurat...

Page 280: ...mber s in the Member list 2 Click Remove to move them 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 Logout all group members are logged out o...

Page 281: ...rs ext followed by the workgroup number For example the default e mail name for workgroup 500 would be ext500 Retrieve Voice Mail by E mail Client selected this sends voice mail to the user extension as an e mail attachment Deselected voice mail is retrieved as voice mail Enable Mail Forwarding selected the workgroup s e mail will be forwarded to the e mail address you specify in the Forward E mai...

Page 282: ...escription Announce Message Sender Before Playback Selected the user hears the name of the message sender internal sender only before listening to recorded AltiGen Voice Mail System messages Announce Time Stamp Before Playback Selected the user hears the timestamp time and date of each message before playback Confirm Callback Number Selected system confirms the accuracy of the caller s number Enab...

Page 283: ...nfigure Message Notification within the AltiGen Voice Mail System Note You can use Apply to to apply mailbox settings to one some or all workgroups See Apply to Button on page 263 for more information on using Apply to Setting the Message Types for Notification Select the types of messages for which the workgroup user will be notified None selected the user is not notified with a call regarding ne...

Page 284: ...tem Main Number as configured on the General tab of System Configuration which will be displayed on the user s pager The operator is also given the option to repeat these numbers by pressing 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 w...

Page 285: ...on Setting Notification Business Hours You can choose one of three options for when the extension user is to be notified of new messages Non Business Hours notification only during non business hours Business hours are set in System Configuration Business Hours tab see Setting Business Hours on page 48 From To notification during a specified time of day Select the hours in the From and To time scr...

Page 286: ...If there is no agent logged in at this moment the system will use Group Logout Handling to handle this call Group Voice Mail AA forward caller to an auto attendant Extension forward caller to an extension Group forward caller to another group Line Park forward caller to a Line Park group Forwarding All Calls When you do not want the workgroup to handle any calls check the Enable Forward To option ...

Page 287: ...ents are rung If all agents are busy caller will stay in the workgroup queue Extension take the call out of the workgroup and forward it to an extension Group take the call out of workgroup and forward it to another group Group Voice Mail transfer the caller to the workgroup voice mail when the first available agent does not answer the call Member Voice Mail transfer the caller to the first availa...

Page 288: ...rkgroups which are not set to Ring All If members are using IP extensions the system will not use the IP codec channel during ringing all IP phones Only one codec will be used when a member of a workgroup answers the call Ring Longest Idle Member The agent who has the longest idle time defined as follows The agent needs to be in login state Idle time is calculated from the end of the last wrap up ...

Page 289: ... queue position and expected queue time when an incoming call enters a workgroup queue To enable this option check Enable Announcement then check Queue Position and or Expected Queue Time Queue Position When checked the system will tell the caller which position the caller is at in queue Expected Queue Time when checked the system will tell the caller how long the wait is expected to be When calcu...

Page 290: ...ined target Expected queue time longer than when the longest queue time is greater than the specified number of minutes new incoming calls will be overflowed to the defined target 2 Check the Enable Forward to check box and from the drop down list select the forwarding destination list to use if the queue length wait time or service level settings are exceeded If this option is not checked calls w...

Page 291: ...isor application Agent Logout Reason Codes In a workgroup environment logout reason codes allow agents to specify why they are signing off from the workgroup and the manager can view that information If logout reasons are required the system requests a reason at logout from the phone set and from the Agent application The Agent Logout Reason Configuration window lets you require a logout reason an...

Page 292: ...Chapter 22 Workgroup Configuration 280 AltiWare ACC 5 2 Administration Manual ...

Page 293: ...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 294: ...ngs Also only the system 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 modif...

Page 295: ...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 296: ... Button The Create Meeting 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 297: ...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 298: ...ons in the middle panel 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 a...

Page 299: ...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 300: ...ndar 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 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 th...

Page 301: ... 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 302: ...ialing the MeetMe Conference 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 303: ...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 304: ...king with a firewall on your 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 371 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...

Page 305: ...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 306: ...ernet via Router 2 Router 2 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 ...

Page 307: ...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 308: ...t 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 other router a...

Page 309: ...can access the corporate network through VPN Subnet IP 192 168 2 0 Branch Office Network Subnet Mask 255 255 255 0 Remote Secure Group specifies the corporate network which can be accessed by stations in this local private network through the VPN tunnel Subnet IP 192 168 1 0 Corporate Network Subnet Mask 255 255 255 0 Remote Security Gateway specifies the public IP address of the corporate VPN ena...

Page 310: ...Chapter 24 Network Configuration Guidelines for VoIP 298 AltiWare ACC 5 2 Administration Manual ...

Page 311: ...pes of VoIP connections as defined in the IP dialing table and IP codec assignment table VoIP Bandwidth Use define the maximum VoIP sessions using different codecs on a public Internet or a private intranet data pipe NAT Support configure VoIP NAT traversal when the server is behind NAT using a private IP address IP Dialing Table define IP dialing digits and codec for VoIP dialing to other AltiGen...

Page 312: ...r G 711 and G 729 20ms 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 ...

Page 313: ...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 314: ...y this message pops up 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 Disp...

Page 315: ...e IP Networks tab defines IP networks and the bandwidth information for an AltiWare site Bandwidth usage control for Internet and intranet can be set up here If the bandwidth usage 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 ...

Page 316: ...29 packet length and jitter buffer The codec profile can be assigned to connectivity with a remote server IP phone or other VoIP device By default the following IP address ranges private IP addresses will use G 711 codec 192 168 0 0 to 192 168 255 255 172 16 0 0 to 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 Al...

Page 317: ...ec profile Click the Remove button to remove the selected profile 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 en...

Page 318: ...r G 723 is 30 min to 480 max milliseconds The default values for the jitter buffer for G 729 is 10 min to 480 max milliseconds 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 ...

Page 319: ...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 320: ...three items for a single server or for member servers in the VoIP domain How many VoIP sessions to allow through Public Pipe How many VoIP sessions to allow through Intranet Pipe NAT support when the 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...

Page 321: ... 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 322: ...lick the Remove button 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...

Page 323: ...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 324: ...cs window in AltiWare Administrator 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 p...

Page 325: ... 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 326: ...h is optional but highly 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 s...

Page 327: ... configurations to all the members belonging to this domain automatically Any changes in the global configuration are propagated in real time to the other members in the VoIP domain Note A multi site installation requires an AltiEnterprise license Creating a Multi site VoIP Domain To create a multi site VoIP domain and designate a system as the domain Master 1 Select VoIP Multi Site Domain Configu...

Page 328: ...urity password when the Domain Admin adds this location into the domain To reduce the complexity of administration 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...

Page 329: ...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 330: ...r by selecting a server 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 317 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 Se...

Page 331: ... 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 332: ...r systems and clicking the Set as Master button Rejoining a Server to the VoIP Domain If a slave server crashes or for some other reason disconnects and never returns by itself into the domain you will have to manually rejoin it to the VoIP domain 1 Rebuild the slave if necessary 2 In the VoIP Multi Site Domain Configuration window make sure the slave s Server Role is Stand alone and that the doma...

Page 333: ...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 334: ...elease installed and used DINA manager to synchronize the extensions you must delete all the virtual extensions that DINA manager created or voice mail will not work correctly with global extensions 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...

Page 335: ...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 336: ... domain This conflict also requires resolution to determine which system will host the Global extension Changing an Extension s Scope from Local to Global If you need to resolve a conflict by making a Local extension into a Global extension follow these steps 1 Select the extension in the User panel and click the Resolve tab 2 Select the server name extension where you would like the Global extens...

Page 337: ...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 338: ...e is being used See page 328 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 optio...

Page 339: ...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 340: ...t the same time and voice 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 in...

Page 341: ...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 342: ...server is down for any 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...

Page 343: ...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 344: ...ze information You 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...

Page 345: ...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 346: ...Chapter 26 System Report Management 334 AltiWare ACC 5 2 Administration Manual ...

Page 347: ...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 348: ...n the 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 Tools Gateway Configuration 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 T...

Page 349: ...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 350: ...vanced to change 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 ...

Page 351: ...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 352: ... from the Thursday 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 Ad...

Page 353: ...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 354: ...l 5 Optional Click Export to export the data in the Extension List to a text file Note You are advised to run this security check periodically and remind extension users to use secure passwords 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 ma...

Page 355: ...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 356: ... Enter a description 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 the defined Date and Time The default Date and Time is one hour before the current date and time and the default variation is 60 minutes This settin...

Page 357: ...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 358: ... Explore Storage 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 ...

Page 359: ... 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 360: ...ox If you will be 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 d...

Page 361: ...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 362: ...convert select the 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 Co...

Page 363: ...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 364: ...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 select the Switch Mode...

Page 365: ...2 or 3 for ordinary subscribers refer to Table 1 on page 354 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 354 In call signaling configure the in call signaling value acc...

Page 366: ...4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DI...

Page 367: ... For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Colombia MFC R2 Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set t...

Page 368: ...et to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC LME Set calling part category 2 The switch doesn t support caller ID transmission Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID se...

Page 369: ... 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 31 For 7 digit DID set ...

Page 370: ...et to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to...

Page 371: ...115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 China MFC R2 Set calling part category 3 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID ...

Page 372: ...36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set ...

Page 373: ...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 6 digit DID set to 1111...

Page 374: ...et to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to...

Page 375: ...l MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DN...

Page 376: ...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 If all configurations are...

Page 377: ... 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 366 ...

Page 378: ...one Germany ETSI Restart Greece ETSI Restart Italy ETSI Restart Japan NTT INS1500 Restart Korea ETSI None Macedonia ETSI Restart Mexico ETSI Restart Netherlands ETSI Restart Nordic ETSI Restart Poland ETSI Restart Russia ETSI Restart Saudi Arabia ETSI Restart Singapore ETSI Restart South Africa ETSI Restart Spain ETSI Restart Taiwan Bellcore ETSI None Thailand ETSI Restart UK ETSI for DASS II DPNS...

Page 379: ...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 380: ... 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 381: ...ame 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 D channel within the sp...

Page 382: ...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 383: ...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 384: ... 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 work behind NAT 10040 AltiWeb Client 10025 10037 AltiReach 10015 TAPI Client login to AltiServ 10026 Network Assessment Tool 10010 AltiServ...

Page 385: ...hind NAT For remote IP phones behind NAT you don t need to do any configuration However if the remote firewall NAT router blocks outgoing traffic then you will need to open the following ports on the remote firewall NAT router UDP 10060 UDP 30 000 31 000 TCP 10064 ...

Page 386: ...374 AltiWare ACC 5 2 Administration Manual ...

Page 387: ... site at https dealer altigen com 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 Technical support hours are 5 00 a m to 5 00 p m P...

Page 388: ...orporate office with the help of dealers installers and customers AltiTraining s comprehensive curriculum is based on the same format AltiGen uses to train their engineers and dealers Experienced telecommunications professionals teach AltiTraining classes and they bring a wealth of real life experience to every course AltiTraining classes consistently are rated as one of the most valuable and rele...

Page 389: ...ubleshooting covering common problems scenarios and basic troubleshooting techniques New product developments and future upgrades How can I register or where can I get more information Visit the AltiTraining web site at www AltiTraining com to register for a class or to get more information You may contact AltiTraining LLC with additional questions E mail info AltiTraining com Phone 877 ALTI TRAIN...

Page 390: ...378 AltiWare ACC 5 2 Administration Manual ...

Page 391: ... 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 392: ...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 393: ...on uses 107 failover plan 108 setup 107 application extension configuration 107 application failover plan 108 Apply To multiple extensions 182 263 area code on trunk 138 area codes system home 41 attaching a gateway 70 attributes setting trunk 138 trunk 140 audio peripheral 60 audio peripheral options for huntgroups 249 auto attendant actions 84 adding 82 collecting digits 86 configuring 81 editin...

Page 394: ...237 IP dialing table 312 line park 255 music on hold recorded an nouncements 61 out call routing 169 overhead paging 62 paging group 251 Quantum board 113 setting work days 49 system business hours 48 call restrictions 54 extension length 43 numbering plan 42 system speed dialing 52 Triton Analog Station Board 114 Triton T1 PRI Board 116 voice mail 75 Configuration Reader tool 348 configure firewa...

Page 395: ...rity checker 340 send notification 201 245 272 setting phone display options 191 setting Quantum line properties 187 setting SMTP POP3 196 setting Triton analog line proper ties 189 speed dial 194 three types of 181 types defined 182 virtual 182 extension based recording 100 extension dialed digit translator 46 Extension Security Checker 340 Extension view window 31 F FastStart Enabled option 131 ...

Page 396: ...l handling 206 local network defining 309 location format 33 log entries 34 log file security alert 200 logging outbound workgroup calls 193 login 27 login failed AltiEnterprise Manager 301 logout 27 loop start 157 M mail forwarding setting extension for 197 mail management for extensions 195 for workgroups 268 mailbox 195 information only 196 size 198 243 270 mailbox capacities 197 243 270 main m...

Page 397: ... 28 extension 183 PBX menu 29 personal call recording options 185 phone display options 191 phone number trunk 139 phrase management for auto attendant 87 physical extension 182 ping to check connectivity 379 pipe intranet 308 intranet configuring 310 public 308 public configuring 310 playback message 197 243 270 playing music from a file 61 PM schedule 50 POP3 service 77 port number 32 ports TCP ...

Page 398: ...setting trunk attributes 138 setting up 194 business hours 48 extensions 181 groups 191 huntgroup mail management 241 huntgroup membership 240 huntgroups 238 system numbering plan 42 workgroups 263 setting VoIP codec profiles 304 SF Superframe Format 120 shared mobile trunk setting 232 signal channel about 130 signaling protocol T1 145 silence suppression 305 single call handling 249 276 single ca...

Page 399: ...P ports 371 AltiServ behind NAT 312 UDP ports and firewall 292 unanswered calls 248 handling 207 275 uninstalling AltiWare 24 unusual voice mail activity notifica tion 199 update prompts 62 user defined 225 users managing VoIP domain 321 V View menu 29 view window call log 34 View windows 31 virtual extension 182 voice poor quality 379 Voice File Converter 347 voice mail configuration 75 distribut...

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