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Altigen AltiWare ACM 5.2, Administration Manual

Altigen AltiWare ACM 5.2 is a powerful communication software for businesses. Seamlessly manage your system with the Administration Manual, available for free download on manualshive.com. This comprehensive manual provides step-by-step instructions for optimal utilization of the software's features, ensuring a smooth user experience.

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Chapter 22:  Workgroup Configuration

AltiWare ACM 5.2 Administration Manual 291

Figure 17. Agent Logout 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 the associated reason into the text box next to the code 

you want to associate with the reason.

Summary of Contents for AltiWare ACM 5.2

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

Page 2: ...thin 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 Communication...

Page 3: ...P PBX Features 9 Automatic Call Distribution Features 12 Auto Attendant AA Features 15 Voice Mail Features 15 Internet Integration Features 16 System and Administration Features 17 Voice over IP Featu...

Page 4: ...tensions 53 Setting Unrestricted Area Codes 53 Locking Attacked Extensions 54 Blocking All Outgoing Calls 54 Enabling Hop Off for Tie Trunks 54 Setting 10 Digit Dialing Area Codes 54 Creating Account...

Page 5: ...tendant Assignments 86 Phrase Management 86 Using Pre Recorded Prompts 86 Recording Custom Phrases from the AltiGen Phone 87 Using Professionally Recorded Phrases 87 CHAPTER 8 Multilingual Configurati...

Page 6: ...the H323SP Board 129 Configuring the MAX Board 130 Configuring the Virtual MobileExt Board 131 CHAPTER 12 Trunk Configuration 133 Trunks Out of Service 133 Channel Identification 133 Opening the Trun...

Page 7: ...ting Personal Information 181 Forced Account Code 183 Call Recording Options 183 Physical Location and Type 185 Setting the Line Properties 185 IP Extension Configuration 188 Phone Display Options 189...

Page 8: ...odec for IP Extension 216 CHAPTER 17 AltiGen IP Phone Configuration 219 CHAPTER 18 Mobile Extension Configuration 225 Mobile Extension Diagram 226 Setting Up a Mobile Extension 226 Voice Mail for Mobi...

Page 9: ...Attributes 261 Setting Call Restrictions 262 Service Level Threshold 263 Workgroup Recording Options 263 Establishing Workgroup Membership 265 Setting Login Status for System Restart 267 Setting Busin...

Page 10: ...ference Window 295 Creating a Meeting 296 E mailing a Meeting Invitation 299 Modifying the E mail Template 300 Starting and Stopping a Meeting 300 Continuing a Meeting Beyond Its Duration Time 300 Joi...

Page 11: ...ting 340 When Information May Be Out of Sync 342 CHAPTER 26 System Report Management 343 System Summary Report 343 IP Cumulative Traffic Statistics 344 Resetting Cumulative Statistics 345 CHAPTER 27 M...

Page 12: ...Hunt Group Converter 384 APPENDIX A E1 R2 and E1 ISDN PRI Installations 387 E1 R2 CAS Installation 387 E1 ISDN PRI Installation 399 APPENDIX B Required Service Parameters 403 Service Parameters Reque...

Page 13: ...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 14: ...2 AltiWare ACM 5 2 Administration Manual...

Page 15: ...IP Implementation Softswitch Architecture Softswitch is a programmable network switch It de couples the network hardware from the switching software Beginning with the 5 1 Release AltiWare can have te...

Page 16: ...prise 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 as the V...

Page 17: ...a call comes in with a DID number the system looks for a local extension with the same DID number first If the system cannot find a matching local extension it will match the global extension DID numb...

Page 18: ...ileTrunk eliminating the requirement to dedicate a trunk for MobileTrunk use and the need to segment T1 PRI span Soft On hook Off hook for MobileExt user This feature eliminates the need to dial back...

Page 19: ...ing with skill level requirement support Ability to tag Skill Level Requirement SKLR for an incoming call in AA DNIS Routing Caller ID Routing Advanced Call Router and SDK Workgroup Queue distribution...

Page 20: ...t putting the caller on hold Release 5 2 AltiSupervisor Agent SKL Skill Level field added to the Agent Monitor screen SKLR Skill Level Requirement added to the Workgroup Queue screen Coaching is suppo...

Page 21: ...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 22: ...tension Activity Display and Greeting allows users to select from a set of pre defined or customized activity codes that can be played or displayed when the user is absent A greeting associated with t...

Page 23: ...to 9 different sets of language phrase can be configured A language preference tag can be assigned to the extension user or selected by the incoming caller The system plays the specified language when...

Page 24: ...call to an AA by pressing FLASH 15 and then the 2 or 3 digit AA number Virtual Extensions an extension that is not associated with a physical port but allows access to the AltiGen Voice Mail System fe...

Page 25: ...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 26: ...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 27: ...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 28: ...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 29: ...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 30: ...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 31: ...estrictions for hop off calls are configurable Multi Site VoIP Management AltiEnterprise Manager Multi site management through AltiEnterprise Manager includes VoIP domain when networking multiple Alti...

Page 32: ...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 33: ...This section lists the system requirements for AltiWare 5 2 Supported Operating Systems The following operating systems are supported in AltiWare 5 2 For the AltiWare 5 2 Server Windows Server 2003 w...

Page 34: ...Check to see if there is an Update available to the AtliWare 5 2 Release System Key The system key is a DB 25 parallel port hardware security device that allows the software to run ONLY when that syst...

Page 35: ...concurrent login Single agent logged into multiple WGs will only take one license AltiServ Contact Center ACC Per system ACC Agent Seat Per concurrent login Single agent logged into multiple WGs will...

Page 36: ...the instructions on the screen Uninstalling AltiWare To back out of the upgrade be sure to stop all AltiWare related services before uninstallation To do this run AltiWare Administrator log in and sel...

Page 37: ...not append the AltiWare path because your existing system environment is too long You must manually append the AltiWare path to your system environment path after finishing AltiWare s installation but...

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

Page 39: ...t 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 Pro...

Page 40: ...tons for quick access to more commonly used configuration screens A status bar at the bottom contains information on the current runtime status Note If using Windows XP for AltiWare Administrator the...

Page 41: ...ollector view the system log shut down switching and view the local IP dialing table For use by authorized technical personnel View Lets you show hide and set default alignment of the view windows the...

Page 42: ...d 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 statu...

Page 43: ...o 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 ready o...

Page 44: ...hannel 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 is...

Page 45: ...window displays the following data Extension the workgroup pilot extension number Name the workgroup name Agents the number of agents assigned to the workgroup Login the number of agents logged into...

Page 46: ...Contains a summary of codec usage The first G711 only codec section is displaying 30 port G711 VoIP board codec use Middle part of the window Displays the following data Gateway ID the ID of the VoIP...

Page 47: ...Refresh Interval The Current Resource Statistics window is updated according to the Refresh Interval configuration By default the Refresh Interval is set to refresh the data in the window every 5 seco...

Page 48: ...iguration Lets you view some gateway settings and board information and change the ID and password of a gateway See AltiGateway Configuration Tool on page 70 Available under Utilities ACC ACM Backup a...

Page 49: ...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 50: ...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 51: ...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 52: ...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 53: ...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 54: ...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 55: ...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 56: ...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 57: ...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 58: ...in Setting VoIP Codec Profiles on page 316 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 Co...

Page 59: ...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 60: ...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 61: ...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 62: ...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 63: ...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 64: ...ab and click Delete Note System speed dial is read only from AltiView and AltiAgent Defining System Call Restrictions The Call Restriction tab contains settings for the following functions Block calls...

Page 65: ...Enter a 1 and the dialing prefix to block for example 900 976 You can enter up to 20 digits maximum for each prefix For example to block calls from all extensions to 976 numbers type 1976 3 Click App...

Page 66: ...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 67: ...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 68: ...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 69: ...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 70: ...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 71: ...ter up to three emergency numbers in the appropriate fields Note This feature works with both trunk access code and route access code Audio Peripheral Configuration You can configure audio peripheral...

Page 72: ...lt music on hold file is a wav file called MusicOnWaiting wav The file is located in the C PostOffice phrases Music folder You can replace the file with a wav file or an AltiGen PCM file The wav file...

Page 73: ...used by all hunt groups and workgroups as the default system queue phrase However these settings will be overridden by the workgroup s queue management phrase setting Configuring Overhead Paging To c...

Page 74: ...s follows 1 System Default 2 Personal 3 Meeting 4 Away From Desk 5 Business Travel 6 Personal Time Off The remaining three activity codes 7 8 9 are not assigned and can be customized by the administra...

Page 75: ...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 76: ...Profile dialog box appears where you can type 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 low...

Page 77: ...ditional AltiGateways attach to AltiWare via a LAN Figure 1 Multiple AltiGateways connected through a LAN To configure multiple AltiGen servers to work as one system one server is designated as the pr...

Page 78: ...tempt to attach a second gateway to it The Gateway Management window lists each gateway in your system its number name and password IP address status country and how many IP phones are assigned to the...

Page 79: ...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 80: ...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 81: ...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 82: ...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 83: ...on Manual 71 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 84: ...Chapter 5 Gateway Management 72 AltiWare ACM 5 2 Administration Manual...

Page 85: ...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 86: ...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 87: ...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 88: ...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 89: ...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 90: ...Chapter 6 Voice Mail Configuration 78 AltiWare ACM 5 2 Administration Manual...

Page 91: ...to hear a list of employees and their extension numbers Records a voice mail message to a specific mail box Allows employees to call into the system and access voice from an external location Collects...

Page 92: ...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 93: ...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 94: ...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 95: ...ler to enter the name first or last or both in any order of the person they want to speak with and dials the extension that matches the name Callers may not have to enter the entire first or last name...

Page 96: ...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 97: ...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 98: ...hearing prompts in another language For information on configuring for a multilingual AA see Multilingual Configuration on page 89 This section covers information on how to use pre recorded phrases r...

Page 99: ...orldly Voices provide professionally recorded prompts as electronic files that can be installed and used on the AltiWare system See the AltiGen web site at www altigen com for more information Click C...

Page 100: ...dio to record prompts in either 8KHz or 11 025KHz mono in the WAV format 4 Ask the studio to convert the WAV file s into the proper AltiWare format If using Worldly Voices this conversion is done for...

Page 101: ...If your company has multiple phone numbers you can configure AltiWare to direct a caller to a language based on the phone number the caller has dialed For example if you give out different 800 numbers...

Page 102: ...ctory Note AltiGen authorized distributors in each country will perform localization procedures to create language packages including syntax rules for numbers and sentence structure for their local ma...

Page 103: ...guage is listed in the Multilingual Configuration screen and the description of the default language is displayed as Default Language Each language added to the table will have a formal name a descrip...

Page 104: ...heir directories in the Multilingual Configuration Language tab as described above you are ready to enable multilingual support in the auto attendant 1 Select System Multilingual Configuration AA tab...

Page 105: ...selected by the caller Configuring the Extension Extension users have a default language configured and that language is always used for them whenever they hear a prompt on their extension The defaul...

Page 106: ...rrect numbers in the next step For example the prompt the extension user might hear after pressing 12 might be To change the preferred language for this extension press 1 for English press 2 for Spani...

Page 107: ...he General tab assign a Feature Profile that includes 12 Using DNIS to Set the Language If your company has multiple phone numbers you can configure AltiWare to direct a caller to prompts in a selecte...

Page 108: ...the selected language If a language selection is invalid or times out 7 seconds three times in a row the default language is selected 3 If an extension is set for ONA one number access the caller will...

Page 109: ...stallation If an agent is using an IP phone and recording is turned on the system will use a recording channel on a VoIP board to process the recording session The IP phone will occupy a codec channel...

Page 110: ...ing Configuration The Recording Configuration window opens Figure 1 Recording Configuration window Note Call recording options for specific extensions workgroups can be set up on the General tab of Ex...

Page 111: ...ick the FTP Test button to verify that login to the FTP server is successful 6 When you are finished configuring click OK Note To allow supervisors to record an agent s non workgroup call check the ap...

Page 112: ...ACM 5 2 Administration Manual Figure 3 Sign up for online storage or connect to a network server link This invokes the Add Network Place Wizard Figure 4 Add Network Place Wizard 3 Click Next You ll se...

Page 113: ...Network Address 5 Type the address of the Web site FTP site or network location in the field for example ServerName sharefolder or use the Browse button to locate the destination path Click View some...

Page 114: ...stration Manual Figure 8 Confirmation screen 7 Click Finish The network place you created should appear on the desktop Figure 9 Network Place Created 8 In the Recording Configuration window use the Br...

Page 115: ...Chapter 9 Call Recording Configuration AltiWare ACM 5 2 Administration Manual 103 Figure 10 Recording Configuration Window...

Page 116: ...Chapter 9 Call Recording Configuration 104 AltiWare ACM 5 2 Administration Manual...

Page 117: ...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 118: ...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 119: ...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 120: ...Chapter 10 Application Extension Configuration 108 AltiWare ACM 5 2 Administration Manual...

Page 121: ...d page 111 Triton Analog Station Board page 112 Triton Analog Trunk LS GS and LS Boards page 113 Triton VoIP Board page 113 Triton T1 E1 Boards page 114 Virtual Boards SIP and H323 page 128 MAX1000 Bo...

Page 122: ...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 123: ...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 124: ...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 125: ...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 126: ...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 127: ...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 128: ...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 129: ...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 130: ...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 131: ...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 132: ...Selecting Span Types T1 CAS select this option to associate all channels on the span to T1 CAS Regular ISDN PRI select this option to indicate 23B D ISDN PRI span and to designate the last channel as...

Page 133: ...pan Types E1 CAS select this option to associate all channels on the span to E1 channel associated signaling Regular ISDN PRI select this option to indicate 30B D ISDN PRI span and to designate the 16...

Page 134: ...p four settings are used for a connection to a CO switch AT T 4ESS PRI AT T 5ESS PRI NT DMS 100 PRI NI 2 PRI default The bottom four settings are used for a PRI tie trunk configuration where two AltiW...

Page 135: ...ee settings are used for a connection to a CO switch Austel TS014 PRI ETSI NET5PRI NT DMS 100 PRI The bottom three settings are used for a PRI tie trunk configuration where two AltiWare systems are co...

Page 136: ...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 137: ...ic 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...

Page 138: ...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 139: ...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 140: ...d 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 extens...

Page 141: ...SIP Trunk Properties on page 141 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 142: ...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 143: ...ess card serial number DSP clock board ID physical ID and logical ID You can choose to configure the board as either T1 or E1 then click OK Additional steps are needed to further configure the CAS or...

Page 144: ...Chapter 11 Board Configuration 132 AltiWare ACM 5 2 Administration Manual...

Page 145: ...I trunk page 143 Triton analog trunk page 146 Quantum trunk page 155 This chapter also discusses incoming call routing page 155 and outgoing call blocking page 159 both configurable on tabs in the Tru...

Page 146: ...guration 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 Sele...

Page 147: ...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 148: ...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 149: ...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 150: ...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 151: ...Option Recording for incoming and outgoing calls is supported for Triton Analog T1 E1 and IP trunks use the drop down list to select Disable or Enable If you select Enable choose the license you want...

Page 152: ...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 153: ...ines for each AltiGen certified SIP Trunk service provider can be found in the AltiGen authorized dealer Knowledge Base available from the AltiGen Dealer Web Site SIP Dial Tone service providers need...

Page 154: ...ider 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 155: ...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 156: ...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 157: ...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 158: ...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 159: ...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 160: ...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 diali...

Page 161: ...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 162: ...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 163: ...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 164: ...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 165: ...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 166: ...Chapter 12 Trunk Configuration 154 AltiWare ACM 5 2 Administration Manual If the reading is worse than 18 dB you should contact your CO to adjust the line loss to the acceptable range...

Page 167: ...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 168: ...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 169: ...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 170: ...the System Configuration window Business Hours tab Setting Business Hours on page 46 During Business Hours Outside Business Hours Non Workdays Within each of these three time slots you have the follo...

Page 171: ...runk select 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 Outs...

Page 172: ...Chapter 12 Trunk Configuration 160 AltiWare ACM 5 2 Administration Manual...

Page 173: ...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 174: ...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 175: ...ration see Setting Business Hours on page 46 During Business Hours Outside Business Hours and Non Working Day are defined and selected by Business Hours profile Set Call Priority lets you assign a cal...

Page 176: ...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 177: ...window see Setting Business Hours on page 46 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...

Page 178: ...Chapter 13 In Call Routing Configuration 166 AltiWare ACM 5 2 Administration Manual...

Page 179: ...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 180: ...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 181: ...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 182: ...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 183: ...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 184: ...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 185: ...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 186: ...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 187: ...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 188: ...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 189: ...s for the following prefixes prefix 0 length 11 prefix 00 length 14 prefixes 1 9 each length 7 In the Route Priority field use the drop down list to select the En Bloc route definition assigned in ste...

Page 190: ...Chapter 14 Out Call Routing Configuration 178 AltiWare ACM 5 2 Administration Manual...

Page 191: ...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 192: ...can often be applied to one or more other extensions by using the Apply To button Clicking the Apply To button pops up a list of all extensions to which the change can apply Select the extensions to w...

Page 193: ...ting a new extension as a virtual extension is recommended You can activate the extension from an analog or IP phone by using 27 password to log in The system will determine the Gateway ID Board ID ch...

Page 194: ...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 195: ...when making outgoing trunk calls For information on creating account code associations see Creating Account Codes on page 55 Enable Forced Account Code Forces the user to enter an account code Overrid...

Page 196: ...ording Session license or a Dedicated Recording Seat license to be available Record on demand to extension VM Records non workgroup calls on demand which are saved to the extension s voicemail box No...

Page 197: ...xtension the Location parameters are available If you know which board and channel this extension is wired to you can use the Prev and Next buttons to select the correct board and channel number for t...

Page 198: ...on after 1996 FSK Frequency Shift Keying indicator most common Tone tone based indicator not common in US and Canada Caller ID Signal Format Message format with which to send Caller ID information Non...

Page 199: ...ension specific features Transmit to phone dB Gain Range is 0 to 7 dB You can decrease the extension phone s receiving volume up to 7dB with this setting When it is decreased the volume is lower for t...

Page 200: ...equipment attached to this line 28 default or 20 Line Disconnect Signal The loop current break desired for answering supervision Range 600 1000 ms 1000 ms is default Caller ID Transmission Methods Sp...

Page 201: ...rmation the number will be displayed If Name Line is set to Caller Number it will display the caller number If there is no number information Unknown will be displayed If Name Line is set to DNIS Name...

Page 202: ...rkgroups and hunt groups are shown If the extension is not an agent only hunt groups are shown Figure 4 Extension Configuration window Group tab Adding or Removing Group Assignments You can assign an...

Page 203: ...eriod after finishing a workgroup call The following rules govern which delay timer will take effect If Wrap up time is still active the Inter call delay will be ignored If Wrap up time is expired whe...

Page 204: ...n Speed Dialing For each extension you can set up to 20 station speed dial numbers The numbers available are from 00 19 and are entered by the user following the extension speed dial access code 77 To...

Page 205: ...d how messages are announced and processed and how much capacity is allotted to message storage To work with mailbox settings select the extension number you want to work with from the Agent Superviso...

Page 206: ...also specify what you want done with the original messages after they have been forwarded In the drop down list you can choose to Delete Messages after Forward Keep the Messages as New Keep Messages...

Page 207: ...o Setting Message Notification Options The Notification tab of Extension Configuration provides for setting notification options on new incoming e mail as well as voice messages To work with notificat...

Page 208: ...otified None No notification Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received Urgent Voice Messages Only All...

Page 209: ...d from Extension xxx More than yy calls have been made from the extension s voice mail Please verify with the extension user Or Unusual call activity has been detected from Extension xxx The extension...

Page 210: ...ger for the Phone and Pager options first specify the trunk or route access code using the drop down list next to the Phone radio button The Any option means to locate any available trunk Then type in...

Page 211: ...it is not configurable for notification to a phone number It means the system will play the announcement immediately after answer supervision is received When notification is configured to a pager the...

Page 212: ...pervisor Extension list then click the Restriction tab Figure 8 Extension Configuration Restriction tab Note You can use Apply to to apply call restriction settings to one some or all extensions See A...

Page 213: ...e not allowed if the fourth option is not checked Allow Outside Caller to Make or Return Calls from within VM System when checked an outside caller can dial into the system log in to the extension s v...

Page 214: ...calls to extension 102 extension 102 receives the call but CANNOT forward this call to another extension A 10 Hop Limit to Call Forwarding for Direct Calls For direct calls there is a 10 hop limit to...

Page 215: ...le Virtual extension 100 is set to forward all 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 t...

Page 216: ...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 217: ...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 218: ...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 219: ...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 220: ...with all applicable laws Restrictions and Defaults Monitoring is effective for physical and virtual extensions physical and virtual extensions have monitoring rights and can be monitored If you place...

Page 221: ...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 222: ...Chapter 15 Extension Configuration 210 AltiWare ACM 5 2 Administration Manual...

Page 223: ...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 224: ...call control including call setup tear down registration and phone feature access The signaling channel implementation consists of the following elements SIP Virtual Board Establishes a logical board...

Page 225: ...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 226: ...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 227: ...ou need to enter the IP address for each IP extension This setting is recommended only when connecting to third party SIP devices such as a Multi Tech MVP VoIP gateway with FXS ports support Refer to...

Page 228: ...Extension with a dynamic IP address Losing network connection can happen in the following cases The user presses 26 to log out from the IP phone The server loses connectivity to the IP phone The IP Ex...

Page 229: ...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 230: ...Chapter 16 Setting Up IP Extensions 218 AltiWare ACM 5 2 Administration Manual...

Page 231: ...e needs to register Protect the IP phone configuration with a password Prevent the user from changing the configuration from the IP phone Configure the Trunk Access Route Access code Configure the tim...

Page 232: ...ption General Lets you specify the IP address of the AltiServ system the IP phone is connected to The version of firmware associated with the IP phone is automatically displayed in the Version field T...

Page 233: ...t firmware image check the Reset IP Phone and Boot Download check boxes If you only check the Boot Download box the firmware will be downloaded when the IP phone reboots power cycles next time Note Ma...

Page 234: ...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 235: ...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 236: ...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 237: ...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 238: ...d analog trunks can be shared for regular incoming and outgoing calls and mobile trunk connections Figure 1 Mobile Extension Diagram Beginning with AltiWare 5 1 an analog trunk can be dedicated to one...

Page 239: ...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 240: ...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 241: ...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 242: ...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 243: ...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 244: ...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 245: ...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 246: ...Chapter 18 Mobile Extension Configuration 234 AltiWare ACM 5 2 Administration Manual...

Page 247: ...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 248: ...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 249: ...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 suc...

Page 250: ...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 251: ...Click Remove to move them to the Not Member list Setting Login Status for System Restart Whenever the system is restarted the administrator can use the drop down list at the bottom of the Group Membe...

Page 252: ...erver 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 M...

Page 253: ...e hunt groups using Apply to Parameter Description Announce Message Sender Before Playback Selected the user hears the name of the message sender internal sender only before listening to recorded Alti...

Page 254: ...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 255: ...e user s pager For the operator assisted paging function the operator phone number and the pager number must be entered in the phone number pager number format For example if the phone number to call...

Page 256: ...and set a delay time Default 5 seconds 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...

Page 257: ...is no agent logged in at this moment the system will use Group Logout Handling to handle this call Group Voice Mail The caller will be forwarded to the hunt group voice mail box when all agents are bu...

Page 258: ...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 259: ...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 260: ...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 59 Setting...

Page 261: ...ession requires one G 711 codec channel The voice stream is multicast to multiple IP phones on the LAN Any extension analog or IP can initiate a paging call by dialing 46 the Paging Group number When...

Page 262: ...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 263: ...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 264: ...Chapter 20 Paging Group Configuration 252 AltiWare ACM 5 2 Administration Manual...

Page 265: ...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 266: ...in the Add Line Park dialog box and click OK 3 Select line ID numbers from the Non Member List and click the Add button to add them to the Member List 4 Configure the following Line Park options Park...

Page 267: ...ered by any extension or voice mail If the call is answered and parked the caller will hear a greeting phrase and on hold music Enable Timeout Check this box to specify in seconds when a line park cal...

Page 268: ...Chapter 21 Line Park Configuration 256 AltiWare ACM 5 2 Administration Manual...

Page 269: ...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 270: ...t Desktop Application AltiAgent Real time workgroup queue and agent statistics display Ability to view and check workgroup voice mail Set Login and Logout Set Ready and Not Ready View and pick up call...

Page 271: ...r The agent s phone is off hook for too long causing the phone to enter an error state The priority queuing feature in the ACM edition of AltiWare has the following capabilities Tag priority 1 9 to a...

Page 272: ...workgroups setting their attributes and assigning group members To open the Workgroup Configuration window select Call Center Workgroup Configuration Figure 1 Workgroup Configuration window General t...

Page 273: ...on only those changed attributes that can be applied Setting Up Workgroups Set up new workgroups in the Workgroup Configuration window To create a workgroup 1 Click the Add button under the Group Lis...

Page 274: ...setting regulates workgroup call forwarding voice mail notification and reminder call configuration If this setting is not checked you will see a warning message pop up when trying to set up forwardin...

Page 275: ...e output to the AltiAgent and AltiSupervisor applications The Service Level Calculations Options button opens the following dialog box Figure 2 Service Level Calculation dialog box In the Method Optio...

Page 276: ...e page 97 this option requires that either a shared Concurrent Recording Session license is available or that a dedicated Recording Seat license is assigned to each workgroup member configured in Exte...

Page 277: ...Extension Configuration applies only to non workgroup calls The recording setting at Workgroup Configuration applies only to workgroup calls To allow an agent to record all calls non workgroup and wo...

Page 278: ...ral extensions 3 Click the Add button between 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 279: ...he administrator can use the drop down list at the bottom of the Group Member tab to Keep Login Status all group members retain their original login status for that group prior to restart default sett...

Page 280: ...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 281: ...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 282: ...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 82 The DNIS number the caller dialed depending on how y...

Page 283: ...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 284: ...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 285: ...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 286: ...l 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 fol...

Page 287: ...ack 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 Wai...

Page 288: ...ccess 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 Me...

Page 289: ...fication event use the drop down list to choose the log on extension to which the third party application is connected Contact your local AltiGen dealer for more information on using this feature Note...

Page 290: ...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 291: ...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 option...

Page 292: ...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 293: ...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 294: ...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 295: ...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 296: ...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 297: ...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 298: ...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 299: ...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 300: ...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 301: ...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 302: ...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 303: ...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 304: ...Chapter 22 Workgroup Configuration 292 AltiWare ACM 5 2 Administration Manual...

Page 305: ...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 306: ...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 307: ...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 308: ...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 309: ...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 310: ...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 occurrences and choose the number of times the me...

Page 311: ...dar button to select a date for the first meeting 6 Select End after x occurrences and choose the number of times the meeting is to occur or select End by and click the Calendar button to specify a da...

Page 312: ...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 313: ...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 314: ...Chapter 23 Managing and Using MeetMe Conference 302 AltiWare ACM 5 2 Administration Manual...

Page 315: ...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 316: ...407 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 317: ...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 318: ...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 319: ...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 320: ...transmission An easy example for a VPN resolution is with the Linksys EtherFast VPN router1 Router 1 and Router 2 are routers supporting VPN When configuring these VPN routers the following informati...

Page 321: ...an access the corporate network through VPN Subnet IP 192 168 2 0 Branch Office Network Subnet Mask 255 255 255 0 Remote Secure Group specifies the corporate network which can be accessed by stations...

Page 322: ...Chapter 24 Network Configuration Guidelines for VoIP 310 AltiWare ACM 5 2 Administration Manual...

Page 323: ...es of VoIP connections as defined in the IP dialing table and IP codec assignment table VoIP Bandwidth Use define the maximum VoIP sessions using different codecs on a public Internet or a private int...

Page 324: ...G 729 20ms is efficient and recommended IP Header The IP UDP RTP header adds 40 octets per packet With a packet length of 20ms the IP headers will require 16kbps of bandwidth in addition to whatever...

Page 325: ...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 326: ...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 327: ...IP Networks tab defines IP networks and the bandwidth information for an AltiWare site Bandwidth usage control for Internet and intranet can be set up here If the bandwidth usage exceeds the maximum...

Page 328: ...9 packet length and jitter buffer The codec profile can be assigned to connectivity with a remote server IP phone or other VoIP device By default the following IP address ranges private IP addresses w...

Page 329: ...c profile Click the Remove button to remove the selected profile You cannot remove the Default profile Name Name of the codec profile You can modify the name and click Apply The Default profile name c...

Page 330: ...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 packet...

Page 331: ...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 332: ...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 333: ...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 334: ...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 335: ...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 336: ...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 337: ...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 338: ...is optional but highly recommended since this information tells the system how long to wait for another entry before sending the digits Dialing Scheme Overlapping ATGN allows the terminal to omit part...

Page 339: ...gurations to all the members belonging to this domain automatically Any changes in the global configuration are propagated in real time to the other members in the VoIP domain Note A multi site instal...

Page 340: ...rity password when the Domain Admin adds this location into the domain To reduce the complexity of administration you can use the same key for all member systems The AltiEnterprise Location Management...

Page 341: ...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 342: ...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 343: ...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 344: ...e server crashes or for some other reason disconnects and never returns by itself into the domain you will have to manually rejoin it to the VoIP domain 1 Rebuild the slave if necessary 2 In the VoIP...

Page 345: ...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 346: ...ed and used DINA manager to synchronize the extensions you must delete all the virtual extensions that DINA manager created or voice mail will not work correctly with global extensions An extension ca...

Page 347: ...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 348: ...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 349: ...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 350: ...ne is being used See page 340 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 351: ...he voice mail transferring will not impact the voice quality over IP Note If you do not move the voice mail the VM files will be deleted and cannot be recovered When the user relocates an extension us...

Page 352: ...the same time and voice mail is also being relocated the voice mail of the extension that was relocated first will be copied over completely to the relocation site before copying begins for the voice...

Page 353: ...reen click the Add button The Add Route dialog box appears 3 Fill in the dialog box and click OK 4 After adding a route click Edit check the Enable check box and click OK to activate the Global LCR ro...

Page 354: ...erver is down for any length of time such that changes may have been made in the VoIP domain and the server is now out of sync with the Master you need to update the server manually In the server s Al...

Page 355: ...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 356: ...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 357: ...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 358: ...Chapter 26 System Report Management 346 AltiWare ACM 5 2 Administration Manual...

Page 359: ...e AltiGen_ AltiServSystemName For example ALTICHINA AltiGen_TELESYSTEM Exchange Server Services must be started Successful ping from Exchange Server to AltiWare and vice versa Important When you insta...

Page 360: ...ltiGen Services a On the system running AltiWare go to Services In Windows XP select Start Control Panel Administrative Tools Services In Windows 2003 select Start Administrative Tools Services A Wind...

Page 361: ...nse 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 prompt i...

Page 362: ...the two systems to enable the Exchange integration feature This section describes the configurations to be performed in the Exchange Server For testing purposes create an Exchange mailbox for account...

Page 363: ...n Manual 351 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 364: ...tiWare ACM 5 2 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 365: ...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 366: ...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 367: ...e mail accounts should be configured to connect to Microsoft Exchange Server To set Outlook 2003 E Mail Accounts to Microsoft Exchange Server 1 Go to Start Control Panel Mail Click the Mail Setup tab...

Page 368: ...that the Exchange server recognizes the name Figure 13 E mail Account Setup 4 Select the Microsoft Exchange Server option then click Next Figure 14 E mail Accounts Setup 5 The original dialog box app...

Page 369: ...osoft Exchange Server and Mailbox names Make sure you enter the correct values You can verify your input by clicking the Check name button Enabling the Exchange Server To enable the Exchange Server 1...

Page 370: ...n Configuration Mail Management tab make sure that the E mail Name field contains alphanumeric characters only and does not contain other characters such as spaces or periods d On the Mail Management...

Page 371: ...e Admin To enable the Exchange integration feature in AltiWare Administrator 1 In AltiWare Administrator select System Voice Mail Configuration 2 On the Messaging tab check the Always Convert Voice Me...

Page 372: ...n Outlook and open the wav attachment It should be the same message To check Deletion Notification 1 Delete this message from Outlook 2 Wait a couple of minutes and then log on to extension 100 s voic...

Page 373: ...b Site tab the IP Address is set to the address of the AltiWare server Under the Properties Home Directory tab the following configuration is established The Local Path shows c altiserv webmgmnt where...

Page 374: ...age the user receives an Access Deny error This is because the patch changes the grant for the permission of Send As After applying the patch the Send As permission of each user needs to be granted to...

Page 375: ...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 376: ...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 377: ...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 378: ...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 379: ...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 380: ...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 381: ...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 382: ...Chapter 28 TAPI Integration 370 AltiWare ACM 5 2 Administration Manual...

Page 383: ...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 from A...

Page 384: ...CM Gateway Tools 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...

Page 385: ...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 386: ...can accept the default target directories or you can click the Folder icon to open the Browse for Folder dialog box to select the destination for the backup files Under Backup Selection select the fi...

Page 387: ...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 388: ...curity Checker Checking Extension Security Generally an extension is considered secure if its password meets the following conditions Contains 4 8 digits Is different from the extension Is different f...

Page 389: ...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 390: ...icians It collects trace for diagnostic purposes and lets you upload the results to AltiGen Technical Support right from the Trace Collector dialog box Technicians can run the Trace Collector tool fro...

Page 391: ...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 392: ...text files and then collects the text files AltiConnect Trace Dump Runs acdump exe to dump the AltiConnect Trace and then collects the trace If Trace Collector is running on the stand alone AltiGatew...

Page 393: ...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 394: ...convert 2 Beside the Convert To field click the Browse button to select the destination folder for the converted files If they are prompts they should be placed in the C PostOffice phrases LangCustom...

Page 395: ...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 396: ...ngs to any workgroup it cannot be converted to a non agent When an agent is converted to a non agent all workgroup related parameters will be cleared including wrap up time inter call delay and outgoi...

Page 397: ...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 398: ...Chapter 29 Tools and Applications 386 AltiWare ACM 5 2 Administration Manual...

Page 399: ...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 400: ...ck the System Clock Master check box because the CO is a clock provider and the AltiGen system is synchronized to the CO If all configurations are correct the status should be shown as OK as in Figure...

Page 401: ...t 1 2 or 3 for ordinary subscribers refer to Table 1 on page 390 If the subscribed line is intended for other purposes contact your CO for the proper value Add extra digits before caller ID consult yo...

Page 402: ...or 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequen...

Page 403: ...31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Colombia MFC R2 Set calling part category 2 Assume no caller ID provided Incoming sequen...

Page 404: ...D set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC LME Set calling part category 2 The switch doesn t support caller ID transmission Incoming seq...

Page 405: ...DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set to 1111113 1 For 8 digit DID set to 11111113 1 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller I...

Page 406: ...D set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID I...

Page 407: ...11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 China MFC R2 Set calling part category 3 Assume no caller ID provided Incoming s...

Page 408: ...K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC R2 Set calling part category 1 Assume no caller ID provided Incoming seque...

Page 409: ...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 Assume no caller I...

Page 410: ...D set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID I...

Page 411: ...ional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 111...

Page 412: ...ngs for the physical layer and data link layer 2 In the Board Configuration window double click the channel group to open the Channel Group Configuration dialog box Figure 4 Physical Layer Consult you...

Page 413: ...I as the Span Type and select the Switch Mode according to your country in the ISDN PRI Setting field and click OK Figure 5 Data Link layer What you should select in the B Channel Maintenance Message...

Page 414: ...4 None Germany ETSI Restart Greece ETSI Restart Italy ETSI Restart Japan NTT INS1500 Restart Korea ETSI None Macedonia ETSI Restart Mexico ETSI Restart Netherlands ETSI Restart Nordic ETSI Restart Pol...

Page 415: ...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 416: ...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 Hunting Most Idle Le...

Page 417: ...r Frame SF D4 Extended Super Frame ESF recommended Line Coding Alternate Mark Inversion AMI B8ZS recommended Physical Termination RJ 48X or RJ 48C Wire 4 wires PRI Channel Assignment D Channels Assign...

Page 418: ...l 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 Physical Termination...

Page 419: ...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 420: ...UDP AltiConsole 10025 10037 AltiView AltiAgent IPTalk VM service for AltiView AltiAgent 10025 10028 10037 AltiView AltiAgent MeetMe Conference 10040 AltiSupervisor 10025 10027 10037 Client Application...

Page 421: ...Behind NAT For remote IP phones behind NAT you don t need to do any configuration However if the remote firewall NAT router blocks outgoing traffic then you will need to open the following ports on t...

Page 422: ...chapnum 410 AltiWare ACM 5 2 Administration Manual...

Page 423: ...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 answere...

Page 424: ...n corporate office with the help of dealers installers and customers AltiTraining s comprehensive curriculum is based on the same format AltiGen uses to train their engineers and dealers Experienced t...

Page 425: ...troubleshooting covering common problems scenarios and basic troubleshooting techniques New product developments and future upgrades How can I register or where can I get more information Visit the A...

Page 426: ...chapnum 414 AltiWare ACM 5 2 Administration Manual...

Page 427: ...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 428: ...l 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 in Current...

Page 429: ...ing 246 workgroup call handling 281 application extension 203 269 definition uses 105 failover plan 106 setup 105 application extension configura tion 105 application failover plan 106 Apply To multip...

Page 430: ...resses 318 inter gateway setting 319 codec profiles setting 316 collecting caller ID and DID digits 144 collecting digits in auto attendant 84 collecting trace 378 conference bridge option 39 conferen...

Page 431: ...activity 61 extension based recording 98 Extension button 29 extension configuration 179 extension dialed digit translator 42 44 extension scope changing 336 Extension Security Checker 375 Extension V...

Page 432: ...configuring 340 least cost routing configuring 340 licenses table 23 limitations Alti Mobile Extension 233 line loss acceptable range 151 line park 203 223 line park configuration 253 line properties...

Page 433: ...pattern tips 173 dialing patterns 171 example configuration 174 overview 167 route definitions 169 out of sync 342 outgoing call blocking 159 outgoing calls blocking all 54 overhead paging 61 overlap...

Page 434: ...runk access code 136 167 route definitions out call routing 169 router 304 routing by caller ID 162 by caller ID DNIS 161 by DNIS 163 incoming calls 161 routing rules in call 161 RTP RTCP settings 415...

Page 435: ...15 loop back test 415 poor voice quality 415 VoIP board 415 troubleshooting T1 PRI 127 trunk access code 136 139 attributes 138 Centrex 138 configuring recording 139 dialing scheme 137 direction of tr...

Page 436: ...ting 158 windows view boards trunks etc 30 Wink Start 155 work days setting up 47 Work Hunt Group Converter 384 Work Hunt Group Converter tool 384 workgroup adding a 261 answer handling 281 business h...

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