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AltiWare ACM 5.1 Administration Manual 427

A

P P E N D I X

D

Technical Support & Product Repair

Services

This appendix describes:

•

AltiGen technical support policy and procedures

•

Product repair

•

Technical training for administrators

Technical Support

Eligibility: AltiGen provides technical support to Authorized AltiGen dealers and
distributors only.
End user customers, please contact your Authorized AltiGen Dealer for technical support.

How To Reach AltiGen Technical Support

Authorized AltiGen dealers and distributors may contact AltiGen technical support
by any of the following methods:

•

You may request technical support on AltiGen’s dealer web 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. Your call will be returned
promptly, within two hours under normal circumstances.
Technical support hours are 7:00 a.m. to 5:00 p.m., PST, Monday through Friday,
except holidays.
If all representatives are busy, your call will be returned in the order it was received,
within two hours under normal circumstances. Outside AltiGen business hours, only
emergency calls will be returned (within eight hours). All other calls are returned on
the next business day.
Please be ready to supply the following information:

•

Company name

•

Product serial number

•

AltiWare version number

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Summary of Contents for AltiWare ACM 5.1

Page 1: ...AltiWare ACM 5 1 Administration Manual 7 2007 4413 0001 5 1...

Page 2: ...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 In...

Page 3: ...ures 14 Voice Mail Features 14 Internet Integration Features 15 System and Administration Features 16 Voice over IP Features 17 Multi Site VoIP Management AltiEnterprise Manager 18 Optional Add On Sof...

Page 4: ...outing Calls on Holidays 62 Configuring System Speed Dialing 64 Defining System Call Restrictions 66 Blocking Calls to Area Codes from All Extensions 67 Setting Local Toll Free Area Codes 67 Locking A...

Page 5: ...R 7 Auto Attendant Configuration 93 Planning Is Essential 93 Example AA Planning 94 Adding Auto Attendants 94 Editing Auto Attendants 95 Configuring Menu Items 96 Making Auto Attendant Assignments 100...

Page 6: ...e Triton T1 E1 Board 133 Installing a Channel Service Unit CSU 141 Troubleshooting T1 E1 Common Symptoms 141 Configuring Virtual Boards SIPSP and H323SP 142 Configuring the SIPSP Board 142 Configuring...

Page 7: ...utes 184 Working on Dialing Patterns 185 Configuration Example Solving 10 digit Dialing 188 Resolving Dialing Delay for Non USA Canada Countries 190 CHAPTER 15 Extension Configuration 193 About the Ap...

Page 8: ...uring One Number Access 219 One Number Access Options 220 Call Screening 221 Setting Caller ID Verification 221 Specifying Forwarding Numbers 221 Setting Up Monitor Lists 222 Configuring a Monitor Lis...

Page 9: ...Group Configuration 263 CHAPTER 21 Line Park Configuration 267 CHAPTER 22 Workgroup Configuration 271 Workgroup Functionalities 271 Creating and Configuring Workgroups 274 Overview of Workgroup Confi...

Page 10: ...00 Menu Selection 301 Queue Overflow 302 Application Extension Queue Control 303 Agent Logout Reason Codes 303 CHAPTER 23 Managing and Using MeetMe Conference 305 Setting the MeetMe Conference Extensi...

Page 11: ...VoIP Domain 344 Managing Domain Users 345 The Scope of an Extension in the VoIP Domain 346 Changing an Extension s Scope from Local to Global 348 Changing an Extension s Scope from Global to Local 349...

Page 12: ...Admin Extension Security Checker 391 Checking Extension Security 392 Start Stop All AltiGen Services 394 Trace Collector 394 Limitations 397 Voice File Converter 398 Read Config 399 Work Hunt Group C...

Page 13: ...AltiWare 5 1 Administration Manual xi APPENDIX E Troubleshooting 431 Troubleshooting VoIP Common Symptoms and Solutions 431 INDEX 433...

Page 14: ...xii AltiWare 5 1 Administration Manual...

Page 15: ...iContact Manager ACM system Another manual the AltiServ User Guide covers the AltiWare ACM end user features and functions such as call handling and voice mail Related Publications Related publication...

Page 16: ...2 AltiWare ACM 5 1 Administration Manual...

Page 17: ...ftSwitch Architecture Softswitch is a programmable network switch It de couples the network hardware from the switching software In the 5 1 Release AltiWare can have telephony hardware boards co exist...

Page 18: ...e Enterprise Management 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 a...

Page 19: ...tiGateway servers and operates like a single PBX AltiGateway Chassis Hot pluggable and Hot removable The primary AltiWare 5 1 server does not need to be stopped when attaching detaching or shutting do...

Page 20: ...a Line Park exit option IP phone does not ring when a call is parked by user Call Center New Features and Enhancements Enhanced skill based routing with skill level requirement support Ability to tag...

Page 21: ...w A red light blinks when Not Ready is displayed AltiSupervisor Agent SKL Skill Level field added to the Agent Monitor screen SKLR Skill Level Requirement added to the Workgroup Queue screen Coaching...

Page 22: ...arded 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...

Page 23: ...re 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 display...

Page 24: ...personal queue that allows users to handle multiple incoming calls by letting callers wait in queue until the user answers the call This allows users to transfer or park calls before answering the ne...

Page 25: ...ific call in queue Multi lingual support Supports multiple sets of system and custom language phrases Up to 9 different sets of language phrase can be configured A language preference tag can be assig...

Page 26: ...ue enables 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 numb...

Page 27: ...e 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...

Page 28: ...t of employees 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 specif...

Page 29: ...ve 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 Voi...

Page 30: ...all 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 databa...

Page 31: ...ferent 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...

Page 32: ...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...

Page 33: ...n agent 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 custom...

Page 34: ...Chapter 1 Overview 20 AltiWare ACM 5 1 Administration Manual...

Page 35: ...n for installation Performing an upgrade Migrating from ACC 5 1 to ACM 5 1 License activation and registration process Uninstalling the software Installing AltiWare Administrator on a network client T...

Page 36: ...g table lists the configuration of the Alti Office3G The total number of AltiGateways supported in this release is three In a multi chassis configuration only Alti Office3G can be used as a Softswitch...

Page 37: ...y A 20 digit key located on the front of the End User License Agreement The following table lists all licenses used in AltiWare 5 1 Table 1 AltiWare ACC ACM 5 1 License Summary License Type License Mo...

Page 38: ...a different location such as the network drive 3 Shut Down the AltiGen Switching Service You can shut down the AltiGen Switching Service COM Server and the AltiWare Administrator application at the sa...

Page 39: ...reated automatically to run Altiware services Do not delete or modify this account You may change the password through installation The account name is in the form user name AltiGen_ servername Note Y...

Page 40: ...indows user account with local administrator rights is created automatically to run Altiware services Do not delete or modify this account You may change the password through installation The account...

Page 41: ...is provided to all dealers This Dealer Installation ID provides safe access to the registration system in the case where Dealers send their software and license keys directly to the customers to insta...

Page 42: ...n AltiWare Administrator click on the License Information button 2 Click the Registration button to open a new License Information window 3 Optional you may add licenses here OR during online registra...

Page 43: ...online registration 6 Click the Proceed to Online Registration button 7 The next web page allows for inputting System and Dealer Installation ID The System Key field is automatically loaded This infor...

Page 44: ...the Customer Information and Installer Information sections fill in all fields required and click Next when finished 9 The next web page allows for entering of new License Keys or for adding any addi...

Page 45: ...er license number is registered to another system key You may attempt up to three retries to validate licenses If you click Retry a fourth time the Web Registration will not continue and you must begi...

Page 46: ...o the AltiWare system In the License Information window click the Refresh button The licenses that have just been validated will appear in the license field along with an accompanying Registration Key...

Page 47: ...1 From the About AltiWare window in the local AltiWare Administrator click on the License Information button 2 Click the Registration button to open a new License Information window 3 Optional you ma...

Page 48: ...ster htm file 7 On the AltiGen Software License Registration web page click the Proceed to Online Registration 8 The next web page displays your currently registered version Select Re register or Upgr...

Page 49: ...finished 10 The next web page allows for inputting of Customer and Installer information For the Customer Information and Installer Information sections fill in all fields required and click Next whe...

Page 50: ...ter these licenses Note All keys are case sensitive 12 The next web page displays the licenses that have been activated and are about to be registered Approved licenses are indicated by a green check...

Page 51: ...ick Retry a fourth time the Web Registration will not continue and you must begin the Web Registration process again from Step 5 Click Next to continue 13 The next web page displays the final results...

Page 52: ...messaging agent AltiBackup Exchange integration services that are included in the full AltiWare installation described above Remote AltiWare Administrator does not utilize the System Data Management o...

Page 53: ...8 physical ports will be available for use after the AltiWare installation Make sure your system key is fully inserted into your parallel or USB port prior to installing AltiWare Setup cannot append t...

Page 54: ...Chapter 2 Software Installation License Registration 40 AltiWare ACM 5 1 Administration Manual...

Page 55: ...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 Progr...

Page 56: ...uttons 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 th...

Page 57: ...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 t...

Page 58: ...and register licenses from this information window Status Bar The Status Bar at the bottom of the main window displays disk usage the status of SMDR the status of the call detail reporting log the sta...

Page 59: ...er to open the Extension Configuration window for the selected extension The radio button to the left of each extension number is green when the extension is idle and red when the extension is not rea...

Page 60: ...channel 3 on the board in logical board ID 9 is location 09 03 The Type Status and Duration of trunk use is also displayed Note The Duration field displays the duration of the trunk only if the call...

Page 61: ...is 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 int...

Page 62: ...t of the window 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...

Page 63: ...w 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 I...

Page 64: ...nfiguration Lets you view some gateway settings and board information and change the ID and password of a gateway See AltiGateway Configuration Tool on page 84 Available under Utilities ACC ACM Backup...

Page 65: ...inctive ring conference call and system call park options Number Plan how the system responds to each first digit dialed Business Hours used by system functions Holiday how calls are routed on designa...

Page 66: ...tions Parameter Description System ID Assign a number 1 100 to the system This ID will be used to differentiate call records if multiple systems are writing call records to a same external database If...

Page 67: ...nce 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...

Page 68: ...cations Trunk incall routing DNIS incall routing Auto Attendant Call Supervision Check the check box to allow supervisors to monitor barge in on coach and record an agent s personal call Notes If this...

Page 69: ...nfigured 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 extensi...

Page 70: ...sion 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 p...

Page 71: ...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...

Page 72: ...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...

Page 73: ...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 ho...

Page 74: ...ng VoIP Codec Profiles on page 327 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 Configurati...

Page 75: ...lready 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...

Page 76: ...ctly 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 av...

Page 77: ...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...

Page 78: ...liday 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...

Page 79: ...ed 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...

Page 80: ...peed 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...

Page 81: ...ter a prefix number 2 Enter a 1 and the dialing prefix to block for example 900 976 You can enter up to 20 digits maximum for each prefix For example to block calls from all extensions to 976 numbers...

Page 82: ...em 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 sam...

Page 83: ...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 Ct...

Page 84: ...vice 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 C...

Page 85: ...you use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs and use a restore utility to restore the database If you need to reconstruct the SQL server run the External Lo...

Page 86: ...prefix is 011 and a user attempts to make an international call from an extension without international call privileges the call will be terminated as soon as the user dials 011 after the trunk or ro...

Page 87: ...th both trunk access code and route access code Audio Peripheral Configuration You can configure audio peripheral settings Music on hold System default beginning and update prompts for callers in queu...

Page 88: ...ne a PCM file the wav file takes precedence To play music from a file 1 On the Audio Peripheral tab uncheck the Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement check box...

Page 89: ...or Triton telephony board 2 On the System Configuration Audio Peripheral tab select Enable Overhead Paging Use the drop down list to select the board to which the overhead paging is attached Activity...

Page 90: ...three activity codes 7 8 9 are not assigned and can be customized by the administrator To assign an activity code click on an activity code and click Edit In the Edit Activity dialog box enter name o...

Page 91: ...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 Overrid...

Page 92: ...in a Name for the feature profile Figure 17 Add Feature Profile dialog box Note When adding a feature profile the system will automatically assign the lowest available number Select the check boxes fo...

Page 93: ...ltiGen telephony hardware and AltiGen gateway software that is connected to AltiWare For a single server installation both the AltiWare switching service and the AltiGateway service are installed on t...

Page 94: ...Minimum System Requirements on page 21 for system requirements for multiple gateways If your system does not meet these requirements do not attempt to attach a second gateway to it The Gateway Manage...

Page 95: ...signed 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...

Page 96: ...ay 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...

Page 97: ...eways 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...

Page 98: ...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...

Page 99: ...on Manual 85 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 softwar...

Page 100: ...Chapter 5 Gateway Management 86 AltiWare ACM 5 1 Administration Manual...

Page 101: ...ling 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...

Page 102: ...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...

Page 103: ...ges 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 th...

Page 104: ...t will be assigned as a Postmaster Extension When the e mail system receives an e mail with an invalid e mail account the automatic reply to the sender informing of the invalid e mail account used is...

Page 105: ...the Member box and other available extensions are displayed in the Non Member box 2 To give the list a name or change the existing name type a descriptive name into the Name box 3 To add a member sel...

Page 106: ...Chapter 6 Voice Mail Configuration 92 AltiWare ACM 5 1 Administration Manual...

Page 107: ...to hear a list of employees and their extension numbers Records a voice mail message to a specific mail box Allows employees call into the system and access voice from an external location Collects c...

Page 108: ...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 L...

Page 109: ...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 clo...

Page 110: ...ctory 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 cr...

Page 111: ...e System Configuration window Call Dial By Name Prompts the caller to enter the name first or last or both in any order of the person they want to speak with and dials the extension that matches the n...

Page 112: ...nclude the toll call prefix and area code for long distance and international calls The trunk or route access code is not required when entering a call back number Adv Collect Digits See the discussio...

Page 113: ...rch the above example is displayed as Account 67663 on the IVRData column To display collected digits on the IP phone you need to set the tag as DISP stands for Display and is case sensitive The Phone...

Page 114: ...hearing prompts in another language For information on configuring for a multilingual AA see Multilingual Configuration on page 103 This section covers information on how to use pre recorded phrases...

Page 115: ...ded Phrases Recording studios such as Worldly Voices provide professionally recorded prompts as electronic files that can be installed and used on the AltiWare system Click the Support link on the Alt...

Page 116: ...io to record prompts in either 8KHz or 11 025KHz mono in the WAVE format 4 Ask the studio to convert the WAVE file s into the proper AltiWare format If using Worldly Voices this conversion is done for...

Page 117: ...f 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...

Page 118: ...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 author...

Page 119: ...uration 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 a...

Page 120: ...l 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 Multiling...

Page 121: ...ation General tab Figure 3 Selecting a language for an extension user In the Language drop down list select the desired language and click OK Extension User Can Change Language Setting Extension users...

Page 122: ...age tab of this window For example if you were working from the example prompt in step 2 you would select English beside the number 1 Spanish beside the number 2 and Chinese beside the number 3 The re...

Page 123: ...uage 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 b...

Page 124: ...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 l...

Page 125: ...e transfer You do not need to set up an FTP server for a single chassis all in one installation If an agent is using an IP phone and recording is turned on the system will use a recording channel on a...

Page 126: ...ized recording for multiple gateways do one of the following Click the Recording button on the toolbar Select System Call Recording Configuration The Recording Configuration window opens Figure 1 Reco...

Page 127: ...FTP server account name that AltiGateways can log in to c FTP Path Enter the directory that the files will be transmitted to on the FTP server d Password FTP account password 5 Click the FTP Test but...

Page 128: ...p select Map Network Drive from the Tools menu Figure 2 Map Network Drive 2 In the Map Network Drive dialog box click the Sign up for online storage or connect to a network server link Figure 3 Sign u...

Page 129: ...ltiWare ACM 5 1 Administration Manual 115 Figure 4 Add Network Place Wizard 3 Click Next You ll see the screen below Figure 5 Add Network Place Wizard 4 Click Choose another network location and click...

Page 130: ...b 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 N...

Page 131: ...tion Manual 117 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 Br...

Page 132: ...Chapter 9 Call Recording Configuration 118 AltiWare ACM 5 1 Administration Manual Figure 10 Recording Configuration Window...

Page 133: ...und 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 a...

Page 134: ...d 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 D...

Page 135: ...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 I...

Page 136: ...Chapter 10 Application Extension Configuration 122 AltiWare ACM 5 1 Administration Manual...

Page 137: ...page 125 Triton Analog Station Board page 126 Triton Analog Trunk LS GS and and LS Boards page 127 Triton VoIP Board page 127 Triton T1 E1 Boards page 128 Virtual Boards SIP and H323 page 142 MAX1000...

Page 138: ...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 a...

Page 139: ...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...

Page 140: ...tic 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 th...

Page 141: ...on 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 142: ...rall rate of 1 544 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 us...

Page 143: ...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 Configuratio...

Page 144: ...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...

Page 145: ...olations LCV or Out Of Frame detected Location condition equipment problem For excessive BPV LCV check AMI B8ZS setting For OOF check the MVIP bus master setting OR Have CO perform a line test to chec...

Page 146: ...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...

Page 147: ...o the board configured as the back to back clock master must be designated at the CT Bus master Setting up Channels on the Triton T1 E1 Board This section discusses setting up T1 CAS T1 PRI E1 CAS or...

Page 148: ...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 Custom ISDN PRI select this option only when your PRI D channel is on the...

Page 149: ...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 cha...

Page 150: ...de The top four settings are used for a connection to a CO switch AT T 4ESS PRI AT T 5ESS PRI NT DMS 100 PRI NI 2 PRI default The bottom four settings are used for a PRI tie trunk configuration where...

Page 151: ...e top three settings are used for a connection to a CO switch Austel TS014 PRI ETSI NET5PRI NT DMS 100 PRI The bottom three settings are used for a PRI tie trunk configuration where two AltiWare syste...

Page 152: ...s 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...

Page 153: ...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 I...

Page 154: ...P 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 Cal...

Page 155: ...U ACE used as an example to the T1 PRI or T1 E1PRI board using an RJ 48C or RJ 48X cable 2 Connect the CSU to the network termination box using an RJ 48C or RJ 48X cable Note CSUs also are used for li...

Page 156: ...and 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 exte...

Page 157: ...SIP Trunk Properties on page 155 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 Conf...

Page 158: ...nnel 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 t...

Page 159: ...card serial number DSP clock board ID physical ID and logical ID You can choose to configure the board as either T1 or Triton E1 then click OK Additional steps are needed to further configure the CAS...

Page 160: ...Chapter 11 Board Configuration 146 AltiWare ACM 5 1 Administration Manual...

Page 161: ...I trunk page 157 Triton analog trunk page 160 Quantum trunk page 169 This chapter also discusses incoming call routing page 169 and outgoing call blocking page 173 both configurable on tabs in the Tru...

Page 162: ...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 Sel...

Page 163: ...and the channel of the selected trunk The list on the left shows all the configured trunks The Location format is the same as in the Trunk View window that is Logical Board ID Channel Number The logic...

Page 164: ...de RAC TAC is a quick and easy way to select which trunk s you would like to dial out from especially when you want to reserve trunks for a special dialing purpose For example you can set up TAC 7 and...

Page 165: ...tion number defined in the extension configuration E911 CID field to the PSAP via multi frequency signaling The E911 CID is needed to Allow PSAP to identify the caller s information and exact location...

Page 166: ...s their feature code to initiate RLT Please check with your carrier to get the specification If this is a PRI trunk you need to ask your carrier if they support RLT through DTMF Some carriers accept 8...

Page 167: ...d on settings configured in the Holiday tab of System Configuration see Routing Calls on Holidays on page 62 Business Hour Profile A business hour profile can be assigned to a trunk The drop down list...

Page 168: ...tem 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...

Page 169: ...vice providers You need to verify that your SIP Dial Tone service provider supports the following G 711 G 723 1 G 729 codec RFC 2833 for DTMF tone delivery SIP MD5 authentication with SIP registration...

Page 170: ...der 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...

Page 171: ...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...

Page 172: ...en digits Maximum wait time before time out between two digits Default value is None Do not change this value unless advised Selecting None means the system will only wait for the sequence of digits t...

Page 173: ...e 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 s...

Page 174: ...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 Propertie...

Page 175: ...isable the feature If later you connect a new analog line to an empty port or replace an existing line you need to click this button to best match the impedance Match Result button Shows the result ob...

Page 176: ...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 dialin...

Page 177: ...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...

Page 178: ...ny 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...

Page 179: ...e 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 performanc...

Page 180: ...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 speci...

Page 181: ...ation and click the Advance button b Set the Transmitting gain to IP Extension to 3 for the Triton Analog Trunk Do NOT change the gain in the trunk property of the Triton Analog Trunk Board since it m...

Page 182: ...Chapter 12 Trunk Configuration 168 AltiWare ACM 5 1 Administration Manual If the reading is worse than 18 dB you should contact your CO to adjust the line loss to the acceptable range...

Page 183: ...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...

Page 184: ...ith 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 t...

Page 185: ...tting 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 th...

Page 186: ...Configuration window Business Hours tab Setting Business Hours on page 60 During Business Hours Outside Business Hours Non Workdays Within each of these three time slots you have the following routing...

Page 187: ...the trunk in the General tab then click the Out Call Blocking tab in the Trunk Configuration window Figure 16 Trunk Configuration Out Call Blocking tab If you select Trunk allowed for Outside Calls at...

Page 188: ...Chapter 12 Trunk Configuration 174 AltiWare ACM 5 1 Administration Manual...

Page 189: ...day 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 the...

Page 190: ...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 Cal...

Page 191: ...lls on Holidays on page 62 Business Hours Profile routes incoming calls based on Business Hours Profiles configured in System Configuration see Setting Business Hours on page 60 During Business Hours...

Page 192: ...e 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 Tec...

Page 193: ...window see Setting Business Hours on page 60 During Business Hours Outside Business Hours and Non Working Day are defined and selected by the Business Hours profile Set Call Priority lets you assign a...

Page 194: ...Chapter 13 In Call Routing Configuration 180 AltiWare ACM 5 1 Administration Manual...

Page 195: ...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 b...

Page 196: ...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...

Page 197: ...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...

Page 198: ...runks 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...

Page 199: ...istance 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...

Page 200: ...attern 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 pat...

Page 201: ...t 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 fir...

Page 202: ...pany 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 dia...

Page 203: ...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...

Page 204: ...re 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 co...

Page 205: ...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 Di...

Page 206: ...Chapter 14 Out Call Routing Configuration 192 AltiWare ACM 5 1 Administration Manual...

Page 207: ...ne of the following 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 1...

Page 208: ...cking the Apply To 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 k...

Page 209: ...sion from an analog or IP phone by using 27 password to log in The system will determine the Gateway ID Board ID channel number or IP address automatically 5 Depending on the type of extension you re...

Page 210: ...umber is not configured or not valid the Area Code and Phone Number entered in the Trunk Configuration window will be sent If the Area Code and Phone Number are not configured in the Trunk Configurati...

Page 211: ...nt codes you have established when making outgoing trunk calls For information on creating account code associations see Creating Account Codes on page 69 Enable Forced Account Code Forces the user to...

Page 212: ...interval for every 10 calls Group calls are not recorded Insert Recording Tone Plays a recording beep to alert the parties that the conversation is being recorded Note The recording session starts wh...

Page 213: ...ngs until the location you want is displayed Like other changes this change isn t finalized until you click Apply Setting the Line Properties For a physical extension you can configure hardware option...

Page 214: ...ing 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...

Page 215: ...iple Data Message Format for supporting and sending multiple data types such as name and number information Default for US Canada installation DTMF Dual Tone Multi Frequency composed of high and low f...

Page 216: ...n Hz that is necessary for the 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 Cal...

Page 217: ...roup Configuration window see Establishing Hunt Group Membership on page 252 Workgroups are created in the Workgroup Configuration window see Establishing Workgroup Membership on page 278 Group member...

Page 218: ...ual extension 1 Click the group number in the Member list 2 Click the Remove button The group moves to the Not Member list Note You can use Shift click and Ctrl click to select more than one group Set...

Page 219: ...state to be able to pick up a call from the queue Logging Outbound Workgroup Calls You can assign an agent to an outgoing workgroup which is useful for call detail reporting and workgroup statistics...

Page 220: ...d Dial entry then 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...

Page 221: ...nouncements 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...

Page 222: ...multiple extensions using Apply to Press 0 Option This option allows a caller to press 0 while listening to this extension s greeting Use the drop down list to select one of the following forwarding...

Page 223: ...tings select the extension number from the Agent Supervisor Extension list then click the Notification tab Figure 7 Extension Configuration Notification tab Parameter Description Max Number of Message...

Page 224: ...fication as soon as it enters non business hours Note Message notification can also be set in AltiView AltiAgent and the settings are reflected in AltiWare Administrator Emergency Notification When an...

Page 225: ...cations Inc AltiWare InitInfo 3 On the right side of the Registry window right click and choose New DWORD Value 4 Type one of the security strings listed above then double click the entry 5 Choose Dec...

Page 226: ...21 and the pager number to page the user is 12345678 the notification outcall number that needs to be entered is 7654321 12345678 When the pager operator answers the Message Notification call AltiWare...

Page 227: ...ds maximum 30 seconds Seconds after Answered If the answer supervision signal is provided by the carrier check this option and set the delay timer to 2 to 5 seconds In some cases the pager carrier can...

Page 228: ...ing Apply to No Restrictions on Outcalls Internal Calls Only extension to extension Internal Local and Unrestricted Area Codes Allow extension to call internal local and area codes defined in the Unre...

Page 229: ...o Make or Forward International Calls from within VM system This setting regulates making international calls from voice mail and forwarding to an international number You need to check the second and...

Page 230: ...for Direct Calls For direct calls there is a 10 hop limit to call forwarding For example extension 100 forwards to extension 101 101 forwards to 102 102 forwards to 103 and so on through extension 120...

Page 231: ...calls to 200 123 Extension 101 makes a call to extension 100 The call is forwarded to 200 If 200 is an extension 3 seconds after extension 200 picks up the call extension 200 should hear DTMF tones 1...

Page 232: ...indicate that a call is waiting This feature must be enabled in order to conference incoming calls Enable Multiple Call Waiting enables a personal queue of multiple calls waiting This allows the user...

Page 233: ...ard to Extension or Forward to Line Park is selected Configuring One Number Access One Number Access ONA gives the caller an option to find the extension user when the extension is ring no answer Call...

Page 234: ...le If you select this last option Enabled based on schedule you can then select and set up to four different time periods using the From and To time drop down lists After choosing any of the enabling...

Page 235: ...rsonal 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 numb...

Page 236: ...h 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 p...

Page 237: ...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 che...

Page 238: ...Chapter 15 Extension Configuration 224 AltiWare ACM 5 1 Administration Manual...

Page 239: ...tocol 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 c...

Page 240: ...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 boar...

Page 241: ...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 chan...

Page 242: ...lementation 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 Medi...

Page 243: ...n 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 kn...

Page 244: ...erver 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...

Page 245: ...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...

Page 246: ...Chapter 16 Setting Up IP Extensions 232 AltiWare ACM 5 1 Administration Manual...

Page 247: ...word 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 update...

Page 248: ...ne configuration menu the user will need to enter the assigned password You can use this check box for two purposes If you publish the configuration password to the user only the phone user would be a...

Page 249: ...ou reset and download firmware NAT Setting This setting is for a remote IP phone with a private address and behind NAT When connecting to the AltiGen system the system will use this information to exe...

Page 250: ...meters 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 se...

Page 251: ...k 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 conversati...

Page 252: ...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 t...

Page 253: ...figured 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 throug...

Page 254: ...PRI and analog trunks can be shared for regular incoming and outgoing calls and mobile trunk connections Figure 1 Mobile Extension Diagram In AltiWare 5 1 an analog trunk can be dedicated to one mobil...

Page 255: ...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 a...

Page 256: ...leExt 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 exte...

Page 257: ...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 th...

Page 258: ...ect 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...

Page 259: ...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 con...

Page 260: ...through PRI panel Choose from Send inbound caller ID or extension number Send inbound caller ID only Replace with following number DNIS Access Numbers If a PRI trunk is used for a mobile extension a...

Page 261: ...nnot 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 t...

Page 262: ...Chapter 18 Mobile Extension Configuration 248 AltiWare ACM 5 1 Administration Manual...

Page 263: ...28 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...

Page 264: ...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...

Page 265: ...on the Number Plan tab of the System Configuration window A valid password cannot be the same as its hunt group number and must be 4 8 digits numbers or letters A Z in length Basic password patterns s...

Page 266: ...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...

Page 267: ...o 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 a...

Page 268: ...er If your system is set up to synchronize with an Exchange Server you can check the Enable Exchange Message Synchronization check box to enable synchronization for voice mails See Setting E mail Mess...

Page 269: ...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 S...

Page 270: ...for more information on using Apply to Setting the Message Types for Notification Select the types of messages for which the hunt group user will be notified None selected the user is not notified wit...

Page 271: ...21 and the pager number to page the user is 12345678 the notification outcall number that needs to be entered is 7654321 12345678 When the pager operator answers the Message Notification call AltiWare...

Page 272: ...this option and set the delay timer to 2 to 5 seconds In some cases the pager carrier cannot detect DTMF right after the call connection Default is 10 seconds maximum is 30 Note You may need to try a...

Page 273: ...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...

Page 274: ...Handling rule Enable No Answer Handling is not available if Intra Group Call Distribution is set to Ring All Available Members To configure this option check the Enable No Answer Handling box Select o...

Page 275: ...dition calls to the hunt group with this option enabled have higher priority than other hunt group calls Therefore if an agent belongs to multiple huntgroups one of which has this option enabled a cal...

Page 276: ...tion or you can set up a custom configuration Figure 6 Huntgroup Configuration Queue Management tab The default audio peripheral setup is discussed in Audio Peripheral Configuration on page 73 Setting...

Page 277: ...paging Each paging 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 Pagin...

Page 278: ...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 f...

Page 279: ...s 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...

Page 280: ...Chapter 20 Paging Group Configuration 266 AltiWare ACM 5 1 Administration Manual...

Page 281: ...roup 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 det...

Page 282: ...ked a line park call will time out after the number of seconds set in the value box The Exit Line Park option will be used to route the call Exit Line Park Forward to If a call parked at a line presse...

Page 283: ...rk ring tone when a call is parked by an extension user Check this box to prevent a line parked call from ringing again while it is parked Note The IP phone s programmable key will be blinking when a...

Page 284: ...Chapter 21 Line Park Configuration 270 AltiWare ACM 5 1 Administration Manual...

Page 285: ...oup 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 regis...

Page 286: ...gent 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 a...

Page 287: ...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 288: ...ate workgroup pilot numbers group descriptions service level threshold and call recording options Group Member add or remove members from workgroups Business Hours set business hours for workgroups Sk...

Page 289: ...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 Workgro...

Page 290: ...Caller to Make or Return Calls from within Group s VM System when checked an outside caller can dial into the system log in to workgroup voice mail and make or return calls from the group s voice mai...

Page 291: ...three options Total Answered Calls Total Abandoned Calls Total Overflowed Redirected Calls Workgroup Recording Options The system administrator can specify the following workgroup call recording optio...

Page 292: ...ssion starts when the call enters the connected state and ends when hang up or flash is pressed or when the call is transferred The recording setting at Extension Configuration applies only to persona...

Page 293: ...al extensions 3 Click the Add button betweeen the columns to move them to the Member list Note If the workgroup pilot extension is configured to Ring All Available Members the maximum number of member...

Page 294: ...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 gr...

Page 295: ...Workgroup Configuration window then click the Business Hours tab Figure 5 Workgroup Configuration Business Hours tab Set the business schedule parameters as follows Parameter Description Business Hour...

Page 296: ...uration window available from the System menu 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 if you...

Page 297: ...y the caller and set the SKLR number in several places The auto attendant depending on the caller s responses see Configuring Menu Items on page 96 The DNIS number the caller dialed depending on how y...

Page 298: ...ber and higher This setting must be configured To further help ensure that a workgroup is handling calls in a timely manner you can specify how many seconds a caller can be in queue before opening the...

Page 299: ...agent with skill level 2 or 3 3 To increase coverage of calls check the Enable SKLR Expansion check box This check box is available if you selected the Equal or Lower option or the Equal or Higher opt...

Page 300: ...Agents with skill level 7 8 and 9 are able to handle the call 3 If the caller stays in queue for more than 90 seconds the caller s SKLR will be escalated to 1 because all other escalation wait times a...

Page 301: ...Mail Management tab you can set the e mail options for the workgroup E mail Name the workgroup s e mail name without the domain The default e mail name is ext workgroup number that is the letters ext...

Page 302: ...ayback 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...

Page 303: ...ess Option To allow agents of a workgroup to access the group s voice mail in AltiAgent AltiAgent s WG VM tab select the group and check Enable agents to access voice mailbox of workgroup Setting Mess...

Page 304: ...tification event use the drop down list to choose the log on extension to which the third party application is connected Contact your local AltiGen dealer for more information on using this feature No...

Page 305: ...situations when the system may not be able to receive an answer supervision signal from the pager system If the system sends digits before the call is connected some digits will be cut off The followi...

Page 306: ...n is busy If you do not enable busy call handling the caller simply hears a busy signal To enable the options select the Enable Busy Call Handling check box then select from the following forwarding o...

Page 307: ...feature To Line Park if configured select a Line Park group from the drop down list Handling Unanswered Calls The Enable No Answer Handling configuration provides options for handling calls when the...

Page 308: ...es to the second member configured and so forth Ring Next Available Member a round robin method that attempts to evenly distribute calls among the group members This method sends the call to the next...

Page 309: ...T is rung first Skill Based Routing the call will be routed according to the SKLR setting and skill based routing rules set up on the Skill Based Routing tab in the Workgroup Configuration window see...

Page 310: ...queue Configuration Guidelines Assuming an agent is assigned with different skill levels for different workgroups and call priority is the same for all calls you can increase the skill weight to 9 an...

Page 311: ...Options become enabled depending on the Queuing Control selected Basic Advanced and Application Extension Figure 11 Workgroup Configuration Queue Management tab Basic Queue Control When Basic is selec...

Page 312: ...ed Expected Queue Time announcement during sampling period The expected queue time counter is reset for all workgroups daily at midnight Initial Sample Call Count 1 to 100 How many calls you would lik...

Page 313: ...rding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed App Ext when u...

Page 314: ...nt Advanced Queue Control To configure options for advanced queuing control click the Setup button This opens the Advanced Queue Management AQM application configuration window with tabs for configuri...

Page 315: ...n be made available to callers in queue When a workgroup queue is controlled by the Advanced Queue Management application calls in queue will hear a menu prompt The menu will allow callers to take cer...

Page 316: ...ime longer than can be between 0 and 200 minutes This is the time that a call must have been waiting in queue for the call to be overflowed Service level lower than can be between 0 and 100 This is th...

Page 317: ...6 Workgroup Configuration Queue Management tab Application Extension Queue Control Agent Logout Reason Codes In a workgroup environment logout reason codes allow agents to specify why they are signing...

Page 318: ...ogout Reason Configuration window To require logout reasons check the Logout reason code required check box If you don t want to require reason codes deselect the check box To define reason codes type...

Page 319: ...uired 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 Con...

Page 320: ...gs 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...

Page 321: ...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...

Page 322: ...ate buttons The Create Meeting dialog box opens The following parameters apply to all meetings Parameter Description ID The conference ID is created by the system Scheduler The name of the person sche...

Page 323: ...d 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 th...

Page 324: ...n 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 occurences and choose the number of times the mee...

Page 325: ...ar button to select a date for the first meeting 6 Select End after x occurences and choose the number of times the meeting is to occur or select End by and click the Calendar button to specify a date...

Page 326: ...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 selec...

Page 327: ...ng 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...

Page 328: ...Chapter 23 Managing and Using MeetMe Conference 314 AltiWare ACM 5 1 Administration Manual...

Page 329: ...rate should be less than 1 percent WAN Bandwidth The following table lists bandwidth requirements for various transmission media with different codecs and frame sizes It assumes silence suppression is...

Page 330: ...423 This allows IP s voice and H 323 packets to pass through the firewall freely If the firewall supports H 323 protocol configure the firewall using H 323 instead of opening up the specific ports En...

Page 331: ...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 ph...

Page 332: ...rnet 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 c...

Page 333: ...e 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...

Page 334: ...configured to honor VoIP RTP packet transmission An easy example for a VPN resolution is with the Linksys EtherFast VPN router1 Router 1 and Router 2 are routers supporting VPN When configuring these...

Page 335: ...n access the corporate network through VPN Subnet IP 192 168 2 0 Branch Office Network Subnet Mask 255 255 255 0A Remote Secure Group specifies the corporate network which can be accessed by stations...

Page 336: ...Chapter 24 Network Configuration Guidelines for VoIP 322 AltiWare ACM 5 1 Administration Manual...

Page 337: ...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 confi...

Page 338: ...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...

Page 339: ...will 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 se...

Page 340: ...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 set...

Page 341: ...age 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 protoc...

Page 342: ...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 AltiEnterprise manager toolbar The following w...

Page 343: ...ile 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...

Page 344: ...or 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 pack...

Page 345: ...s 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 addres...

Page 346: ...hree 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 s...

Page 347: ...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 a...

Page 348: ...ick 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 c...

Page 349: ...iClients 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 conf...

Page 350: ...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 tr...

Page 351: ...P 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 Domain To add an...

Page 352: ...gth 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...

Page 353: ...n the global configuration are propagated in real time to the other members in the VoIP domain Creating a Multi site VoIP Domain To create a multi site VoIP domain and designate a system as the domain...

Page 354: ...ce 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...

Page 355: ...t 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...

Page 356: ...y 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 V...

Page 357: ...ly If you change the length from 3 to 2 the original IDs 112 and 311 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...

Page 358: ...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...

Page 359: ...he 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 confli...

Page 360: ...combined with the IP dialing table to resolve multi site routing An extension can call a remote extension when invoking basic features such as an extension to extension call call transfer conference...

Page 361: ...dow 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 sam...

Page 362: ...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...

Page 363: ...m 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...

Page 364: ...ne is being used See page 351 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...

Page 365: ...ot 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 4 Click Relocate Notes on Relocating a Global Extension The phone user c...

Page 366: ...mber system The target system will function like a PSTN gateway for other member systems to hop off For example suppose you have two systems in the U S and one system in the U K configured as VoIP dom...

Page 367: ...de to the Global Least Cost Routing table select the entry you want to change and click the Edit button Make your changes and click OK Parameter Description Enable Check this check box to enable the c...

Page 368: ...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 th...

Page 369: ...e 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 syste...

Page 370: ...e 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 Cumulativ...

Page 371: ...P 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 re...

Page 372: ...Chapter 26 System Report Management 358 AltiWare ACM 5 1 Administration Manual...

Page 373: ...with an Exchange 2003 Server or Windows XP you can install either Outlook 2000 or Outlook 2003 A second Windows server for Exchange loaded with Exchange Server 2000 or 2003 software See Important not...

Page 374: ...s 2000 go to Start Control Panel Network The Identification tab of the Network dialog box displays the Domain name In Windows 2003 and Windows XP right click My Computer and choose Properties In the S...

Page 375: ...response If you see Request timed out there is something wrong with your network settings or connectivity b Similarly ping the AltiWare system from the Exchange server For example from the command pro...

Page 376: ...rver systems you can start configuring the two systems to enable the Exchange integration feature This section describes the configurations to be performed in the Exchange Server For testing purposes...

Page 377: ...n Manual 363 Figure 4 New Object User Exchange System Manager Configuration 1 Go to Start Programs Microsoft Exchange System Manager Figure 5 Microsoft Exchange Manager 2 Right click on the desired se...

Page 378: ...tiWare ACM 5 1 Administration Manual Figure 6 Server Properties window Exchange Manager 3 Go to the Security tab and click Add Figure 7 Server Properties Security tab 4 This opens a Select Users Compu...

Page 379: ...uters or Groups dialog box 5 In the advanced version of the Select Users Computer or Groups dialog box click Find Now Figure 9 Server Properties Select Users Computers or Groups Advanced dialog box 6...

Page 380: ...Users Computers or Groups Advanced Window Server Properties 7 In the Select Users Computers or Groups Window the AltiGen server you selected will appear in the Object Names field Click OK 8 Go back t...

Page 381: ...alled it in the Corporate or Workgroup mode This is discussed on page 370 For Outlook 2003 all e mail accounts should be configured to connect to Microsoft Exchange Server To install Outlook 2000 to C...

Page 382: ...dialog box appears click Finish to end this part of configuration 6 If the values you entered for Microsoft Exchange Server and Mailbox are correct you will be able to use Outlook 2000 now If they are...

Page 383: ...69 Figure 14 E mail Account Setup 4 Select the Microsoft Exchange Server option then click Next Figure 15 E mail Accounts Setup 5 The original dialog box appears displaying the information services th...

Page 384: ...rify your input by clicking the Check name button To check the Outlook 2000 mode 1 Start Outlook 2000 Select Tools from the menu options Figure 17 Outlook Tools menu 2000 2 If the menu item Service ap...

Page 385: ...Administration Manual 371 Figure 18 Outlook Options 2000 4 Click Reconfigure Mail Support to open the E mail Service Options dialog box Figure 19 E mail Service Options 2000 5 Select Corporate or Wor...

Page 386: ...and Personal Folders to profile Figure 21 Add Services to Profile 3 In the Microsoft Exchange Server dialog box that opens type the Exchange Server name in the Microsoft Exchange Server field and the...

Page 387: ...nge Server should now be underlined This completes setting up AltiWare and Exchange server systems properly and you are ready to enable the Exchange Integration feature You MUST have completed the pre...

Page 388: ...n the Mail Management tab select the Enable Exchange Message Synchronization option then click OK Figure 23 Extension Configuration Mail Management tab 3 In Exchange Manager ensure that for each mailb...

Page 389: ...extension 100 and its corresponding mailbox in Exchange Server Also set up a PC with Outlook 2000 2003 configured for this user To Test Message Delivery to Exchange 1 Leave a voice mail for extension...

Page 390: ...1 Log on as AltiGen Service Account 2 Shut down Altigen Exchange Integration Service from Control Panel Administrative Tools Services then open Control Panel Mail or Mail and Fax and click Show Profi...

Page 391: ...nge Administrator Manager to use the existing service account for the AltiGen Exchange Integration Service Using the AltiGen service account will provide you an audit trail that is invaluable while tr...

Page 392: ...Chapter 27 Microsoft Exchange Integration 378 AltiWare ACM 5 1 Administration Manual...

Page 393: ...tation has two components TAPI Proxy Server installed on the AltiWare server system TAPI Service Provider installed on the client systems Install TAPI Proxy Server and TAPI Service Provider after phys...

Page 394: ...wise it won t be able to detect your devices To install AltiGen TAPI Service Provider on the client system 1 On your AltiWare CD ROM open the TAPI Gateway folder 2 Open the Tapi_Client subfolder and r...

Page 395: ...e provider 5 Choose AltiGen TM Communications Service Provider and click Configure The AltiGen TAPI Device Detect dialog box opens 6 In the AltiGen TAPI Device Detect dialog box click the Configuratio...

Page 396: ...the future by right clicking the service choosing Properties and selecting Automatic as the Startup Type Also verify that the TAPI PROXY service is started on the AltiGen server If the two services ar...

Page 397: ...a number to call in the Number to Dial box and click Place Call The client extension should ring When you pick up the phone the system will dial the number you entered and connect you if the extensio...

Page 398: ...Call dialog box opens 3 In the New Call dialog box click Dialing Options to configure the Dialer to use an extension The Dialing Options dialog box opens 4 In the Connect Using Line section of the di...

Page 399: ...hone and Modem Options dialog box click the Advanced tab 3 Choose AltiGen TM Communications Service Provider and click Configure 4 In the AltiGen TAPI Device Detect dialog box click Configure 5 In the...

Page 400: ...Chapter 28 TAPI Integration 386 AltiWare ACM 5 1 Administration Manual...

Page 401: ...lity AltiWare Admin and Extension Security Checker Start and Stop All AltiGen Services Trace Collector Voice File Converter Read Config In addition the Work Hunt Group Converter utility is available f...

Page 402: ...CT Bus Test Tool 3 Click Start to begin the test 4 At the end of the test the utility provides pass or fail results Backup and Restore Utility To back up or restore data select either From AltiWare Ad...

Page 403: ...anced 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 yo...

Page 404: ...efault 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...

Page 405: ...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...

Page 406: ...ecking 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 s...

Page 407: ...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...

Page 408: ...s 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 Sta...

Page 409: ...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...

Page 410: ...hen 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 o...

Page 411: ...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 uploa...

Page 412: ...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...

Page 413: ...x 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 configurati...

Page 414: ...oup 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 numb...

Page 415: ...onvert 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...

Page 416: ...402 AltiWare ACM 5 1 Administration Manual...

Page 417: ...uble 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...

Page 418: ...pression Do not check the System Clock Master check box because the CO is a clock provider and the AltiGen system is synchronized to the CO If all configurations are correct the status should be shown...

Page 419: ...ry subscriber Select 1 2 or 3 for ordinary subscribers refer to Table 1 on page 406 If the subscribed line is intended for other purposes contact your CO for the proper value Add extra digits before c...

Page 420: ...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 provi...

Page 421: ...DID set to 11116 K 31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Colombia MFC R2 Set calling part category 2 Assume no caller ID provi...

Page 422: ...K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC LME Set calling part category 2 The switch doesn t support caller ID transm...

Page 423: ...1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set to 1111113 1 For 8 digit DID set to 11111113 1 Assume caller ID provided Incoming sequence same as above show...

Page 424: ...13 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 D...

Page 425: ...5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 China MFC R2 Set calling part category 3 Assume no caller ID...

Page 426: ...it DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC R2 Set calling part category 1 Assume no caller ID prov...

Page 427: ...D set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Mexico Tel fonos de Mexico Set calling part category 2...

Page 428: ...13 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 D...

Page 429: ...utton Venezuela Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 d...

Page 430: ...re check your settings for the physical layer and data link layer 2 In the Board Configuration window double click the channel group to open the Channel Group Configuration dialog box Figure 4 Physica...

Page 431: ...ect Regular ISDN PRI as the Span Type and select the Switch Mode according to your country in the ISDN PRI Setting field and click OK Figure 5 Data Link layer What you should select in the B Channel M...

Page 432: ...tart France ETSI VN4 None Germany ETSI Restart Greece ETSI Restart Italy ETSI Restart Japan NTT INS1500 Restart Korea ETSI None Macedonia ETSI Restart Mexico ETSI Restart Netherlands ETSI Restart Nord...

Page 433: ...nformation provided below identifies the recommended and supported parameters for T1 service When ordering T1 service provide the following service request information Equipment Information PBX Manufa...

Page 434: ...Service Order Code SOC 6 0P AS 2 T1 Channel Assignment Trunk Type In Out or 2 Way recommended Channels Assigned 24 Enter partial channels if you wish to subscribe to both voice and data service Hunti...

Page 435: ...GACOMM Framing Super Frame SF D4 Extended Super Frame ESF recommended Line Coding Alternate Mark Inversion AMI B8ZS recommended Physical Termination RJ 48X or RJ 48C Wire 4 wires PRI Channel Assignmen...

Page 436: ...SU DSU Technical Information 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 Physi...

Page 437: ...llowing 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...

Page 438: ...tgoing traffic then you will need to open the following ports on the remote firewall NAT router UDP 10060 UDP 30 000 31 000 To connect the following applications through a firewall TCP UDP AltiConsole...

Page 439: ...Appendix C Network Ports AltiWare ACM 5 1 Administration Manual 425 TCP 10064...

Page 440: ...Appendix C Network Ports 426 AltiWare ACM 5 1 Administration Manual...

Page 441: ...m 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...

Page 442: ...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 tea...

Page 443: ...ng 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...

Page 444: ...Appendix D Technical Support Product Repair Services 430 AltiWare ACM 5 1 Administration Manual...

Page 445: ...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...

Page 446: ...tiple Call Waiting 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 i...

Page 447: ...up call handling 260 workgroup call handling 294 application extension 217 282 definition uses 119 failover plan 120 setup 119 application extension configura tion 119 application failover plan 120 Ap...

Page 448: ...50 codec profile assigning to IP addresses 330 inter gateway setting 331 codec profiles setting 327 collecting caller ID and DID digits 158 collecting digits in auto attendant 98 collecting trace 394...

Page 449: ...phone display options 202 setting Quantum line proper ties 199 setting SMTP POP3 207 setting Triton analog line prop erties 200 speed dial 205 types defined 194 virtual 194 extension activity 75 exte...

Page 450: ...330 G 711 330 G 723 330 G 729 330 L language DNIS routing to 109 enabling 12 107 rules AltiWare follows 110 setting in extension config 196 languages configuring extension 107 enabling in AA 106 othe...

Page 451: ...configuring 219 enabling 219 one way connection test tool 388 online help 43 online license registration proce dures 33 operating systems supported 21 Operator Extension 54 operator group 54 out call...

Page 452: ...nk calls 68 restrictions call 214 outgoing call 214 ring all available members 261 294 ring average longest idle member 295 ring back 53 ring fewest answered calls 295 ring first available member 261...

Page 453: ...ffic VoIP statistics 48 training technical for system ad mins 428 transmitted caller ID 196 transmitted CID 196 Triton Analog Station Line Proper ties dialog box 200 Triton analog trunk GS LS proper t...

Page 454: ...uidelines 315 VoIP network management 323 VoIP troubleshooting 431 voltage based call indicator 200 W WAN bandwidth 315 router configuration 316 WAN router configuring 316 web IP calls 172 configuring...

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