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Table of Contents

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AltiWare OE System Administration Manual

How To Reach AltiGen Technical Support. . . . . . . . . . . . . . . .  199
Tech Support on AltiGen’s Web Site  . . . . . . . . . . . . . . . . . . . .  199
Unresolved Problems Escalation Procedure . . . . . . . . . . . . . . .  199

Repair and Replacement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Replacements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

RMA Fax Form  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  201
Technical Support Fax Form  . . . . . . . . . . . . . . . . . . . . . . . . . . . .  202
Registration Fax Form  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  203

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

Readers Comment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

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Summary of Contents for AltiWare OE 4.0

Page 1: ...AltiWare OE Release 4 0 System Administration Manual Revised 09 2000 4403 0001 4 0...

Page 2: ...accuracy AltiGen Communications Inc will not be liable for technical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject to c...

Page 3: ...es 18 AltiServ Platforms 19 Optional Add On Software 19 CHAPTER 2 System Configuration 21 Setting General Parameters 22 Setting a System Number Plan 24 Assigning Trunk IP Trunk Route Access 26 Setting...

Page 4: ...Creating Distribution Lists 49 Defining a Distribution List 50 Setting Logoff Reason Codes 51 CHAPTER 3 Board Configuration 53 Using the Triton Resource Board 54 Configuring the Quantum Board 55 Confi...

Page 5: ...ith Exchange Server 104 Setting Mailbox Playback Options 104 Setting Mailbox Capacities 104 Setting Message Notification Options 106 Setting the Message Types for Notification 106 Setting the Type of...

Page 6: ...ndant Assignments 136 Phrase Management 137 Using Pre Recorded Prompts 137 Recording Custom Phrases 138 Using Professionally Recorded Phrases 139 CHAPTER 8 Additional Setup 141 Audio Peripheral Config...

Page 7: ...erver Integration 168 Prerequisites 169 On the Exchange Server 171 Exchange Server Configuration 172 Microsoft Exchange Administrator Configuration 174 Installing Outlook 2000 Client on the AltiServ S...

Page 8: ...ltiGen Technical Support 199 Tech Support on AltiGen s Web Site 199 Unresolved Problems Escalation Procedure 199 Repair and Replacement 199 Replacements 200 RMA Fax Form 201 Technical Support Fax Form...

Page 9: ...rd Configuration the Quantum and Triton boards Chapter 4 Trunk Configuration trunk attributes including channels Chapter 5 Extension and Workgroup Configuration individual extensions workgroup numbers...

Page 10: ...x AltiWare OE System Administration Manual Related Publications Related publications include AltiWare OE Getting Started Manual AltiServ User Guide AltiConsole User Guide AltiView User Guide Center Us...

Page 11: ...ntegration Tie Trunks with Caller ID Out Call Routing Web Call Center web based calling Data Directed Routing IP Extensions The AltiServ computer telephony platform is built by installing one or more...

Page 12: ...up to 16 boards and depends on the number of ISA slots available and the selected computer platform performance characteristics Note AltiWare OE Release 3 0 or higher does not support Quantum Rev C C...

Page 13: ...re the AltiServ system telephony application software that provides easy to use graphical user interface It allows you to configure administer and maintain the AltiServ system and can be used as a pla...

Page 14: ...rning and afternoon business hours for each day of the week Busy or Ring No Answer Call Handling enhanced sends calls to voice mail another extension or Auto Attendant if the called extension or workg...

Page 15: ...r or park calls before answering the next call in queue Users may also record and use personalized Initial and Subsequent greetings to be played for callers in queue Flexible Wrap Up Times and InterCa...

Page 16: ...ree Manual Answer Mode 82 allows a another version of this function Music or Message on Hold when the system is connected to an external audio source this allows callers to hear music or pre recorded...

Page 17: ...s to program their station speed dial numbers System Callback from Auto Attendant allows the user to instruct AltiServ to call the user at a remote location after the user logs in with extension and p...

Page 18: ...IP Extension feature allows an H 323 compliant terminal device to connect to AltiServ IP extensions have the same functionality as an analog station Automatic Call Distribution Features Automatic Cal...

Page 19: ...her workgroup or extension directed to the workgroup voice mail to workgroup members voice mail or placed in the call queue for the next available member When the first called member fails to answer t...

Page 20: ...caller that does not know your extension number to spell your name using the telephone key pad The system will search the Directory and make a match on the name to connect the caller to the intended...

Page 21: ...Voice Mail Greeting users can log into the AltiMail Voice Messaging System by pressing during the voice mail greeting of any extension AltiMail Quick Features allows direct access to a specific AltiMa...

Page 22: ...sage Notification of E mail Messages designed to alert you of new voice and or e mail messages in your mail box At this time notification of e mail messages can only be configured by the system admini...

Page 23: ...r For example when a voice mail is deleted from AltiServ it is automatically deleted from the Exchange server too The address of the Exchange server must be the name of the machine or the fully qualif...

Page 24: ...ccess Restriction allows administrators control over system user access to features and trunks Apply To Feature applies changes only the field that was changed to multiple extensions trunks or channel...

Page 25: ...rt allows you to identify area codes and prefixes that are exceptions to the standards of how area codes and long distance prefixes are normally used For example this configuration allows the system t...

Page 26: ...nclude Integrated VoIP Gateway because the VoIP gateway is built in to the system translation of PSTN calls to IP calls and IP to PSTN calls are smoother and more successful Also the Overlap dialing i...

Page 27: ...and hop off to dial an outside telephone number This hop off feature can be enabled or disabled on the remote system Outcall restrictions for hop off calls are configurable Echo Suppression due to ba...

Page 28: ...his can be used to relate a Triton VoIP board to a hardware board AltiAdmin Remote Administration remote AltiServ locations running AltiWare IP can be managed using AltiAdmin Voice Over IP Session Sup...

Page 29: ...ments for different system port sizes are explained in the Getting Started Manual Optional Add On Software AltiConsole a personal computer based Attendant console connected to the AltiServ over a netw...

Page 30: ...re OE System Administration Manuall CDR Search allows administrators to search CDR files for records that meet selected criteria and allows workgroup supervisors to search both CDR files and workgroup...

Page 31: ...untry extension and DID number lengths distinctive ring conference call and system park options Number plan how the system responds to each first digit dialed Business hours used by system functions S...

Page 32: ...on the Management menu or click the System Configuration icon If the System Configuration window is already open click the General tab Here s an example of the General window Figure 1 The General tab...

Page 33: ...l to access the AltiMail Voice Messaging System Conference Bridge Option Selected conference calls will end when all internal lines have disconnected from the conference bridge Not selected the confer...

Page 34: ...th after the first extension is assigned Further if a first digit dialed is assigned to extensions and you have set up extensions beginning with that digit you cannot change the digit assignment witho...

Page 35: ...DID number 2529299 Depending on the service contract with the Central Office CO the DID trunk can send all 7 digits 2529299 or just the last 4 digits 9299 If this DID Number Length option is set to 4...

Page 36: ...It is highly recommended that the same IP trunk access code e g 8 is used for all AltiWare systems in the network To use Voice over IP you need to set up this access and in addition configure the IP...

Page 37: ...age or routing DNIS calls to different extensions depending on the time and day Because the business hours are used throughout the system you or the appropriate administrator must make sure the system...

Page 38: ...chedules For each day of the week select the time periods during which the company is available for business The time between the AM and PM times can be used to indicate a lunch break or time between...

Page 39: ...ers The numbers available are from 00 59 used following the system speed dial access code 88 Speed dial settings for individual extensions are set in Extension Configuration See page 101 To access the...

Page 40: ...y 408 area code and finally the seven digit telephone number Valid digits include 0 through 9 and comma The comma represents a one 1 second pause Adding Names and Comments If you want to add names and...

Page 41: ...runks when that function has been set up The restrictions you set up here are global restrictions The dialing restrictions set here are one of three ways of blocking calls See About Restricting Outgoi...

Page 42: ...nd 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 route access numbe...

Page 43: ...al Trunk Attributes on page 73 The board must be configured to allow for Tie Trunks as discussed in Setting up T1 or PRI Channels on the Triton T1 PRI Board on page 65 Restricting Tie Trunk Calls You...

Page 44: ...answer supervision was received on the outgoing trunk Select System Configuration on the Management menu then click the Call Reports tab Here s a sample window Figure 7 Call Accounting window System...

Page 45: ...en this Call Reports window Select one of the following Enable Altigen External CDR to use AltiGen s implementation of the Microsoft SQL database Enable 3rd Party External CDR to export the data to a...

Page 46: ...nagement menu then click the Messaging tab Here s an example of the Messaging window Figure 8 Messaging window System Configuration Setting Message Notification Retries When a message is sent to a use...

Page 47: ...deleted and the user then has the option to either keep or delete the message By default this feature is enabled If this feature is disabled saved messages are deleted automatically without warning wh...

Page 48: ...E Mail service for inbound mail for example when you re using another email server on the AltiServ system Synchronize with Exchange Server Before selecting this option to use an Exchange Server you sh...

Page 49: ...distance toll calls You can use the Area Codes window to specify treatment of 800 and 888 numbers as free calls This configuration enables the system to properly handle such numbers You can set up thr...

Page 50: ...appropriate list box In the dialog box that appears type in a number and click OK To Delete an entry select it and click Delete You can select multiple entries for deletion by using Ctrl click Click A...

Page 51: ...Digit Length can be set to None 1 2 or 3 a seemingly simple choice However simple it seems though it needs to be given some thought before it is set Location IDs are used system wide and a coordinate...

Page 52: ...w select System Configuration on the Management menu then click the IP Dialing Table tab Here s an example of the window Figure 10 Dialing Table window System Configuration Setting the Location ID Dig...

Page 53: ...8 172 16 0 0 12 or 192 168 0 0 16 can only be used within private networks Intranets Fully qualified DNS name e g newyork altigen com of up to 64 characters This IP address format is recommended over...

Page 54: ...are not set up as Tie trunks In order to locate an entry in the DNIS table for an incoming call a full match is required If there is no match in the DNIS routing table set up in this window the system...

Page 55: ...nd routing For example you might give the 2529876 number the name Tech Support To delete an entry select it in the DNIS number list then clickDelete Defining the Routing After adding an entry you defi...

Page 56: ...acking The tenant IDs are matched on the one hand to extensions and on the other hand to trunks so that extensions are matched to trunks or more precisely extension tenant IDs are linked to trunk tena...

Page 57: ...on the Management menu to open the Extension Configuration General window 2 For each extension you want to assign to a tenant ID a In the Extension list select and highlight the extension you want to...

Page 58: ...eps on the previous page under Assigning Extensions to Tenant IDs and using the Tenant drop down list to change the tenant ID assigned to any extension If a tenant ID is already assigned you must chan...

Page 59: ...l extensions You can create up to 100 distribution lists each composed of up to 64 extensions The extension list member can represent another distribution list The system distribution lists discussed...

Page 60: ...le extensions are displayed in the Non Member box 2 To give the list a name or change the existing name type a descriptive name into the Name box 3 To add a member select the name s in the Non Member...

Page 61: ...ble or disable the required entry of a logoff reason and it provides for defining up to 20 reason codes A logoff history can be tracked and stored for future analysis To access the Logoff Reason windo...

Page 62: ...System Configuration 52 AltiWare OE System Administration Manual...

Page 63: ...re desktop Figure 15 Board Window For the board you want to configure double click the board s icon in the Boards window to open the Board Configuration window To implement some board configuration ch...

Page 64: ...arge In ability The Resource Board requires no complex configuration you install it and run it The Board ID must be the range of 0 to 15 and each AltiServ system supports a maximum of 2 boards Once in...

Page 65: ...n the system and board ID For Quantum boards in a Windows 2000 system please note the physical board ID 0 is not supported the valid physical board IDs are 1 15 Channel Mapping List the Logical Channe...

Page 66: ...ure 17 Quantum Board Debug You can send a debug string to the board or you can do a DSP Dump Memory Dump or FMIC Dump Reset Board button resets the board after you confirm by accepting a warning that...

Page 67: ...ited Channel Mapping List shows the board Logical Channel Physical Span and Physical Channel To reinitialize channels select the channel to reset and click the Reset Channel button then click OK This...

Page 68: ...window Figure 19 Board Configuration window VoIP Board The Board Configuration window for the Triton VoIP board displays the same options as the Quantum board which are discussed on page 55 The Board...

Page 69: ...the Board Configuration window Figure 20 Board Configuration window Triton T1 PRI Board The Board Configuration window for the Triton T1 PRI board displays the same options as the Quantum board which...

Page 70: ...the board and the status of the span in the Span Info window To reset the span click the Reset Span button Double clicking a span in this window will invoke a configuration window as discussed in the...

Page 71: ...op Reset Board If this does not work board must be replaced HDLC Failure NO HDLC FRAMES HDLC High level Data Link Control No HDLC framing is detected on the selected D Channel This is a PRI specific i...

Page 72: ...detected Possible span mis con figuration i e ESF is selected but the actual framing is SF or vice versa Check span configuration Setup Failure RED ALARM BPV BPV Bi Polar Viola tion Location conditio...

Page 73: ...and receive frequencies are not equal In this case you should check the system and MVIP clock setup Setting the Configurable Options You can set the Frame Type to either SF or ESF SF Superframe Format...

Page 74: ...ards If two AltiServ systems are connected back to back with a T1 span the Back to back T1 Clock Master check box must be checked for only one of the T1 boards If twoT1 boards in the same AltiServ sys...

Page 75: ...Span Types T1 select this option to associate all channels on the span to a T1 Robbed bit signal Regular ISDN PRI select this option to indicate 23B D ISDN PRI span and to designate the last channel...

Page 76: ...set the ISDN PRI Setting Select the appropriate IDSN Switch Mode from the drop down list AT T 4ESS PRI AT T 5ESS PRI NT DMS 100 PRI N12 PRI default Configuring an ISDN Numbering Plan The ISDN Numberi...

Page 77: ...at do not require an area code or a 1 prefix All Other Numbers for calls that do not fall into any category above i e 911 311 For each class select the type of number numbering plan from the drop down...

Page 78: ...minal device is communicating with the CO switch for a given message PRI messages involve point to point configuration in which each side already knows the source of any message received ISDN messages...

Page 79: ...corrected the trunk will be brought back to service automatically If none of the trunks are available when an outside call is placed the caller will hear the system prompt All outside lines are busy p...

Page 80: ...t Attributes The title bar of the Trunk Configuration window displays the card and the channel of the selected trunk The list on the left shows all the configured trunks The location format is the sam...

Page 81: ...ID trunk Area Code the local area code for each trunk Enter a three digit area code If left blank the trunk assumes the home area code defined in the General window of the System Configuration window...

Page 82: ...nformation in this field Trunk Call Predial String to have the system automatically dial specified digits whenever the selected trunk is used for outgoing calls This feature is used to prevent having...

Page 83: ...e Tie Trunk to allow hop on and hop off dialing for a ISDN PRI or T1 trunk When this box is checked any incoming call to the selected trunk can be sent with ANI DNIS information To use this feature Ho...

Page 84: ...use Apply to on this dialog box to apply changes to other trunks of the same type See Configuring One or Multiple Trunks on pag e71 Quantum Trunk General Configuration The Interface Type can be one o...

Page 85: ...or the connected PBX provides polarity reversal on the tip and ring Similarly Disconnect Supervision is also one of two types Tone busy tone reorder tone fast busy tone error tone etc or dial tone co...

Page 86: ...better voice quality is desired G 723 1 Enable uses low rate audio encoding to provide near toll quality performance under clean channel conditions Silence Suppression suppresses silence packets durin...

Page 87: ...AN bandwidth allocated to data traffic Refer to the Network Configuration Guidelines for VoIP section in the Getting Started Manual for more information Debugging the Triton VoIP Configuration Click t...

Page 88: ...bit signaling You can set the Protocol to one of the following E M Wink Start default E M Immediate Start Ground Start or Loop Start For signaling from one board to another only FXS Foreign Exchange S...

Page 89: ...ue unless advised Selecting None means the system will only wait for the sequence of digits that are collected within the length of time specified in the Max seconds before the first digit field Check...

Page 90: ...ts will be collected The system waits 3 seconds for the first digit to arrive If the symbol is a it continues with the first sequence Otherwise it looks for a match to the first and only symbol in the...

Page 91: ...ar Figure 31 In Call Routing window Trunk Configuration For each trunk or using Apply to to apply the settings to multiple trunks you can set routing for the three time periods defined in the System C...

Page 92: ...he title bar Figure 32 Trunk Configuration window Out Call Routing Window If you select Trunk allowed for Outside Calls at Any Time call restrictions set in System Configuration Outcall Routing and Ex...

Page 93: ...also configure incoming and outgoing volume through the board configuration The Receiver Gain and Transmission Attenuation slide settings adjust the incoming and outgoing volume respectively for ever...

Page 94: ...Trunk Configuration 84 AltiWare OE System Administration Manual...

Page 95: ...d virtual extensions to the workgroup pilot number making them members of the workgroup and when the workgroup extension is dialed the system hunts for an available member extension to which to route...

Page 96: ...the General window the first window you see when you first launch Extension Configuration and work on it under other tabs the extension number appears in the window title bar For example if you re set...

Page 97: ...on on the Quick Access Toolbar Setting up Extensions The Extension Configuration General window provides for creating extensions and establishing their basic attributes The General window is the defau...

Page 98: ...the Number Plan in System Configuration as described in Setting a System Number Plan on page24 3 Select the Type of extension from the three options Physical Virtual and Workgroup Pilot See the discus...

Page 99: ...ishing Basic Extension Attributes After you create an extension you can set other basic attributes in the Extension Configuration General window Setting the Personal Information Type in the User Name...

Page 100: ...lied to multiple extensions by using Apply To as described on page 86 Setting Email Options In the General window you can set the email options for the extension Email Name the user s email name witho...

Page 101: ...the extension number in the list of extensions then click the Previous or Next buttons to change the slot and channel settings until the location you want is displayed Like other changes this change i...

Page 102: ...When IP extension logs off the physical extension is automatically enabled While IP extension is logged in the user can activate the physical extension on a phone using the 27 feature code This logs o...

Page 103: ...tum Line Properties dialog box for extensions Configure the following hardware extension specific features Message Waiting Signal Type the type of Message Waiting indicator for the phone set None Volt...

Page 104: ...ain or the Transmission Attenuation If either setting is too high the result will be distortion in voice quality Triton Analog Line Properties If you select a Triton Analog Station Board extension and...

Page 105: ...n adjusts the incoming and outgoing volume for every Triton Analog trunk or extension Receiver Gain Transmission Attenuation incoming and outgoing volume for every extension Unlike the Quantum board t...

Page 106: ...be a member of multiple workgroups There are three sets of Extension Configuration steps to set up workgroups The first step is creating a workgroup pilot number a type of logical extension as discuss...

Page 107: ...queue handling 2 If you select an extension in the Extension Configuration General window then click the Workgroup tab you open the Extension view of the Workgroup window which provides for assigning...

Page 108: ...so forth For each workgroup you can either use the system default audio peripheral configuration or you can set up a custom configuration The default audio peripheral setup is discussed in Audio Perip...

Page 109: ...ical or virtual extension click the workgroup pilot number s in the Member list and click the Remove button to move them to the Not Member list Setting Wrap Up Time In the Extension View you can set t...

Page 110: ...le if it is de selected then InterCall Delay acts as follows If the extension user hangs up and there are callers waiting in an extension or workgroup queue the ring is delayed for the number of secon...

Page 111: ...ons you can set up to 20 station speed dial numbers The numbers available are from 00 19 used following the extension speed dial access code 77 To work with Speed Dialing settings select the extension...

Page 112: ...l number as you would dial it with a maximum of 20 digits per entry For example the phone number 914085551212 comprises of 9 trunk access code 1 long distance prefix followed by 408 area code and fina...

Page 113: ...extension number you want to work with from the list in the Extension Configuration General window then click the Mailbox Setting tab to open the Mailbox Setting window Here s an example Figure 41 Mai...

Page 114: ...can be applied to multiple extensions using Apply to Announce Message Sender Before Playback Selected the user hears the name of the message sender internal sender only before listening to recorded A...

Page 115: ...istration Manual 105 Extension Configuration Retention Length of Saved Messages the number of days saved messages are archived by the system The range is 1 90 days with a default of 60 These options c...

Page 116: ...ication window Here s an example Figure 42 Notification window Extension Configuration Individual users can also configure Message Notification within AltiMail You can use Apply to to apply notificati...

Page 117: ...in number as set in the System Configuration General window which is then displayed on the user s pager For the operator assisted paging function the operator phone number and the pager number must be...

Page 118: ...en sending a notification Seconds after Dialing the delay from 5 to 30 seconds after dialing before the system sends the return phone number Seconds after Answered the delay from 5 to 30 seconds after...

Page 119: ...override the system settings when you configure extensions Further restrictions can be placed on out call routing calls as discussed in Out Call Routing Configuration on page 121 To work with extensi...

Page 120: ...D Restrict Other Calls by Disallowing Certain Prefixes disallows calls to outside numbers with prefixes you specify in the Prefixes Disallowed boxes Include all relevant prefix numbers for example sta...

Page 121: ...See page 86 for more information on using Apply to However since the available options vary with the type of extension you can only apply the choices to the same type of extension For example If you a...

Page 122: ...ce Mail To an Auto Attendant select the Auto Attendant number to use in the drop down list under the option Auto Attendant settings are established in Auto Attendant Select on the Management menu To a...

Page 123: ...ent menu Setting Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been selected and this option is not available to workgroup pilot numbers H...

Page 124: ...1 Hop Limit to Call Forwarding on page 112 Forward to Voice Mail physical extensions only Forward to Workgroup Voice Mail workgroup extensions only Forward to Member Voice Mail workgroup extensions on...

Page 125: ...ensions in a workgroup the call is always sent to the first member configured in the workgroup If this member is busy the call goes to the second member configured and so forth Automatic Call Distribu...

Page 126: ...nable to connect the call it is sent to the extension user s voice mail Options in the window are disabled unless One Number Access has been enabled as a No Answer option in the Answering window as di...

Page 127: ...ime drop down lists After choosing any of the enabling options you set theVerify Caller ID and Forwarding choices and these are discussed below You can also enable and set up One Number Access remotel...

Page 128: ...Numbers The Forwarding Numbers are used by the system to find you when ONA is active You can set up to four different numbers When ONA is active the system dials the forwarding number s in the order...

Page 129: ...set up a monitoring list select the extension number to receive the monitoring rights from the list in the Extension Configuration General window then click the Monitor List tab Here s an example win...

Page 130: ...Extension and Workgroup Configuration 120 AltiWare OE System Administration Manual...

Page 131: ...rticular dialing patterns That is you can assign or restrict routing to specified dialing patterns About Restricting Outgoing Calls Before using Out Call Routing to restrict outgoing calls note that t...

Page 132: ...n To access Out Call Routing Configuration select Out Call Routing Configuration on the Management Menu Working with Route Definitions The Route Definition tab is the default view on the Out Call Rout...

Page 133: ...and highlight the route in the definition list make changes to the definition attributes then click Apply You can change the following attributes Name You can change the name but not the index number...

Page 134: ...he selected route To add trunks to a route definition group highlight the trunks you wish to add in the Non Member list then click the left arrow to move the trunks to the Member Trunks list Similarly...

Page 135: ...l Routing dialing except for special routing defined on the Dialing Pattern window described later in this chapter Click the Default Routes tab in the Out Call Routing Configuration window to display...

Page 136: ...igured to the route that can accept 911 calling capability Failing to do so may cause 911 direct dialing failure You can leave 911 default not configured in which case you need to let all extension us...

Page 137: ...e Call Restriction setup of System Configuration takes precedence The Dialing Pattern window provides for setting up blocks with specific exceptions For example you could use this tab window to block...

Page 138: ...r define a pattern select and highlight the route in the prefix list make changes to the attributes then click Apply You can change the following attributes Prefix and Pattern length If desired you ca...

Page 139: ...mple if the Auto Attendant prompts the caller to enter an account number the call and associated data can be quickly forwarded to an agent s desktop using a third partly application You can set up to...

Page 140: ...rator To Operator Repeat Menu Repeat Level Main Menu GoTo Top Level Auto Attendant ID 120 Phrase 30 Sales Digit Meaning Action 1 Hardware Call Extension Workgroup 310 2 Applications Call Extension Wor...

Page 141: ...fewer To add an Auto Attendant beyond the first 16 Select Auto Attendant Select from the Management menu or select Auto Attendant Select from the Quick Access Toolbar Here s an example of the Auto At...

Page 142: ...ant Select window appears select an Auto Attendant in the list and click the Edit button This opens the Auto Attendant window with the Auto Attendant you selected in the title bar In this example the...

Page 143: ...ight The Item an informational display of the level and item you re working with The number gives the following information This key is easier to read when you re also viewing the expanding menu tree...

Page 144: ...ustomized and professionally recorded prompts follow the section on using the AltiGen supplied greetings Push URL a URL associated with the menu item When this entry is selected the web page and data...

Page 145: ...ompted to enter more digits Once a minimum number of digits are entered the system proceeds to open a single item expansion of the Collect Digits action In the item tree at the left you can see a appe...

Page 146: ...onse Timeout the length of time the system will wait for digits after responding to a web based call before timeout 2 Next click the expanded menu item in the item tree and treat it as a normal item t...

Page 147: ...recorded phrases recording custom phrases and using professionally recorded phrases Using Pre Recorded Prompts AltiWare provides ready to use pre recorded phrases Phrase 0001 is the default Auto Atte...

Page 148: ...d the phrase after the tone Press at the end of the recording 6 The system will replay the recorded phrase Press if the recording is acceptable 7 At the Phrase Management menu press 2 to record additi...

Page 149: ...t your prompt script and prompt number to the recording studio 3 Instruct the recording studio to record prompts in either 8KHz or 11 025KHz mono in the WAVE format 4 Ask the studio to convert the WAV...

Page 150: ...Auto Attendant Configuration 140 AltiWare OE System Administration Manual...

Page 151: ...need to be configured through the Management menu Audio Peripheral Configuration The Audio Peripheral Configuration window shown in Figure 54 is used to set up Music On Hold System Default Beginning a...

Page 152: ...pt number you want to use for the greeting message Creating prompts is discussed in previous sections of this chapter Similarly if you want to play an update prompt every thirty seconds select the Pla...

Page 153: ...board present in the system You can select Manual to choose the board to serve as the master clock for the other boards in the system Click on the arrow to scroll down through the list of boards It i...

Page 154: ...m AltiGen recommends making a backup copy of the registry before making any changes 2 Go to the following location HKEY_LOCAL_MACHINE SOFTWARE AltiGen Communications Inc AltiWare 3 Create a new DWORD...

Page 155: ...a system hard disk drive or a network drive This option can only be accessed at the AltiServ system it is not available from a remote AltiAdmin client You can also access this feature by selecting the...

Page 156: ...elect the folder or drive to back up Selecting Advanced displays a folder icon Click the folder icon to pop up a browse dialog box that lets you select the folder to backup When you click OK to close...

Page 157: ...es dialog box Here s an example Figure 58 Backup Schedules window 2 Set the options Select the checkbox for each day of the week you want run the backup For each day use the drop down lists to specify...

Page 158: ...you want to restore from or select Advance to choose the restore folder Clicking Advance displays a folder icon that you can click to open a dialog box that allows you to select the directory you want...

Page 159: ...m log call detail summary and IP cumulative traffic statistics System Summary Report The System Summary report provides summary information on extensions trunks and workgroups configured in the system...

Page 160: ...he system configuration summary data includes basic attributes on Extensions workgroups and workgroup members click a workgroup to display the workgroup s members trunk location and access and messagi...

Page 161: ...from the Quick Access Toolbar You can also view the system log by running the LogViewer exe program in the altiserv exe folder Figure 61 System Log window The Summary box displays information on each...

Page 162: ...ceived displays the number of voice packets received from other AltiServ systems over the public or private IP network Bytes Sent displays the total size in bytes of all voice packets sent to other Al...

Page 163: ...ures only for the active call Current Traffic on a particular IP trunk of the local AltiServ system while the other window shows figures for all calls combined Cumulative Traffic to and from remote Al...

Page 164: ...System Report Management 154 AltiWare OE System Administration Manual...

Page 165: ...il mixed media messaging Before you begin you should be familiar with the following LAN and Internet protocol and addressing information Network A network is a distributed interconnection of multiple...

Page 166: ...essage Protocol Version 4 An enhanced version of POP3 that among other things allows the user to view message headers of each message before retrieving the complete message Network Address A network a...

Page 167: ...one attachment or media type in your email messages such as graphics video or sound you must employ a method called MIME Multipurpose Internet Mail Extensions MIME is a technique designed to bundle at...

Page 168: ...e recording must be done before the user sends the email in order to send the voice annotation as an attachment to the email After the voice recording is complete the user can send the email AltiWare...

Page 169: ...et up the server side of the network follow the steps below Step 1 Selecting Your ISP and IP Addresses You will need to obtain the following to setup Internet email 1 Select your Internet Service Prov...

Page 170: ...Assign an IP address one of the block of IP addresses obtained from the ISP to the router This becomes the gateway router address Step 3 Configure TCP IP Properties Configure the TCP IP protocol param...

Page 171: ...Setting Up Email Service AltiWare OE System Administration Manual 161 Data and Internet Integration Figure 63 Network Setting Window...

Page 172: ...lection you will display the window shown in Figure 64 where you configure the IP Address Subnet Mask and Default Gateway router Figure 64 TCP IP Configuration IP address enter the assigned IP address...

Page 173: ...tab if you want to exchange email through the Internet Configure the following Host Name enter the name of the server example melody Domain enter the domain name example altigen com DNS Service Search...

Page 174: ...This tells the DNS to route all mail or messages for altigen com to the global_cti server 2 Your AltiServ s IP address e g 200 133 204 2 Step 5 Configure Email in AltiWare Administrator To configure t...

Page 175: ...he General window of Extension Configuration First select the extension number or select Add Extension and then enter the extension number in the field provided if this is a new extension Then enter t...

Page 176: ...ask Default Gateway 2 On the DNS tab of TCP IP Properties enter the following see Figure 65 on page 163 Host Name Domain DNS Service Search Order 3 Configure the following mail server parameters of th...

Page 177: ...ual 167 Data and Internet Integration Figure 66 Netscape Mail Server Setup 4 Set up helper applications and general preferences for the email client application i e associates the WAV files with sound...

Page 178: ...ices Adding and editing physical extensions in Altiserv Modifying Altiserv extension user names as needed for synchronization with Exchange Server Retrieving mailbox information from Microsoft Exchang...

Page 179: ...r Windows NT The AltiWare OE software version should be OE 3 5 or higher Check the version of OE software by selecting About from the Help menu of AltiWare Administrator The version displayed should b...

Page 180: ...ervices dialog box will be shown as in this example Figure 67 Windows Service window Select AltiGen Switching Service COM Server from the control panel of Altiserv Highlight the AltiGen Switching Serv...

Page 181: ...change Integration Service COM Server On the Exchange Server Check the version of NT by clicking the Start button select Run and type winver in the Run dialog box You need to have Exchange Server 5 5...

Page 182: ...t Exchange Message Transfer Agent Microsoft Exchange System Attendant If any of these services is not started select it and click the Start button in the Services window to start it If can not be star...

Page 183: ...n and in the dialog box select Domain AltiGen_ AltiservSystemName e g AltiGen_telesystem After setting the primary NT account your dialog box should look the example that follows Click the Apply butto...

Page 184: ...ft Exchange Administrator highlight the Organization container Organization is the top item in the hierarchy on the left of the Exchange Admin window Figure 71 Microsoft Exchange Administrator Select...

Page 185: ...the services of Exchange Server or reboot the Exchange server Installing Outlook 2000 Client on the AltiServ System Outlook 2000 has two modes Internet Only mode and Corporate or Workgroup mode To ena...

Page 186: ...Mailbox field Click the Next button to bring up the next dialog box which asks a Travel question to which you should answerNo then click Next Once you have completed the Setup Wizard a final dialog b...

Page 187: ...2000 Choose Select Tools from the menu options Figure 74 Outlook Tools menu If there is a menu item Service it means Outlook 2000 is in the mode of Corporate or Workgroup You can move on to the next s...

Page 188: ...der Internet Only mode or Mail Services if under Corporate or Workgroup mode Figure 75 Outlook Options Click button Reconfigure Mail Support to open the E mail Service Options dialog Figure 76 Email S...

Page 189: ...dialog box Figure 77 Outlook Services If Microsoft Exchange Server is in the list of services in this profile you can go skip to the next set of steps If Microsoft Exchange Server is not in the list...

Page 190: ...utlook 2000 at least once Test the configuration by sending an email and check to see if you receive it When the re boot is complete log on using the AltiGen service account Open Outlook and from the...

Page 191: ...pear in the corresponding Exchange mailbox in the Global Address List of the Exchange Server Figure 79 General Window Extension Configuration Make sure that the E mail Name field contains alphanumeric...

Page 192: ...eld should be empty for Exchange Server mail accounts in order for Exchange Integration to work properly Figure 80 Mail account configuration in Exchange Administrator You should use these preceding s...

Page 193: ...Messaging window System Configuration Enter the name of the Exchange Server e g MAILSERVER in the space provided and click Apply This completes thee configuration for the Exchange Integration feature...

Page 194: ...tification Delete this message from Outlook Wait for a couple of minutes and then log on to extension 100s voice mail from a phone The voice mail should no longer be there If any of these tests fail p...

Page 195: ...v host The client running on the end user computer is irrelevant 2 Prevent attempts by the Exchange Administrator to use the existing service account for the AltiGen Exchange Integration Service Using...

Page 196: ...is the local drive on which AltiWare is installed In the Properties for this directory the access privileges allow Read and Execute Internet Services Manager IIS 4 0 and higher In Internet Services M...

Page 197: ...CDR Data Keys Database Element Definition Length Specification Node ID Unique server node ID ULONG Session ID Number Unique session ID on the source Node ULONG Link Session Node ID Reserved ULONG Link...

Page 198: ...pe of trunk UBYTE 0x01 ANALOG 0x02 T1 0x04 IP 0x08 PRI Trunk Route Out call route table name an outgoing call has taken UCHAR 31 Trunk Overflow Route 1 Overflow out call route UCHAR 31 Trunk Overflow...

Page 199: ...num ber ULONG Party1WGAnswerT ime Timestamp as to when an agent answered the call ULONG Party1WGEndServi ceTime Timestamp as to when a call has been discon nected from an incom ing or outgoing trunk...

Page 200: ...being transferred UCHAR 21 Party2WGQueuing Time Timestamp when call entered a queue for this workgroup number ULONG Party2WGAnswerT ime Timestamp as to when an agent answered the call ULONG Party2WGEn...

Page 201: ...nt extension within a workgroup goes out of wrap up state ULONG VM Start Time TimeStamp indicating when a caller left a voice message as a result of being trans ferred out of queue or by an extension...

Page 202: ...cord 0x0040 Connect 0x0080 Logon 0x0100 Logoff 0x0200 All Trunks Busy 0x0400 No Ses sion 0x0800 Other URL URL when call is ini tiated by a web user clicking the make call button UCHAR 129 User Data Da...

Page 203: ...described below In AltiWare s reports internal extension to extension calls are not logged neither are outbound calls of less than 15 seconds duration Trunk Calls In Format 09 01 07 04P 00 00 25 0200...

Page 204: ...52 0411 12345678 Start Length Field Format Notes 0 1 space 1 5 date mm dd 6 1 space 7 6 start time hh mmP P pm A am 13 1 space 14 8 duration hh mm ss 22 1 space 23 4 calling party 27 6 space 33 26 cal...

Page 205: ...111 3210002 0100 6 Ext B S transfer to Trk Y see examples 11 18 06 00P 00 00 22 111 3210002 0001 7 Ext B B transfer to Trk Y see examples 11 18 06 01P 00 00 18 100 3210002 0100 11 18 06 01P 00 00 05...

Page 206: ...ll N A 6 Ext B S transfer to Trk Y see examples 11 18 06 19P 00 00 21 0100 3210001 100 11 18 06 20P 00 00 41 0100 3210001 TRK0 11 18 06 20P 00 00 23 3210 3210002 0001 7 Ext B B transfer to Trk Y see e...

Page 207: ...when returning or replacing defective equipment At the end of this appendix you ll find the following forms to aid you in getting support and in registering the product Request for RMA Number Request...

Page 208: ...d AltiGen Dealers and Distributors only End User customers please contact your Authorized AltiGen Dealer for technical support Direct AltiGen support is available to End User customers through E mail...

Page 209: ...252 9738 ATTENTION Technical Support Use the Technical Support Request Fax Form see Request for Technical Support on page 202 Tech Support on AltiGen s Web Site AltiGen s web site is located at http w...

Page 210: ...not have an RMA number The RMA number should be clearly marked on the outside of the box in which the material is being returned For example Attn RMA 123 AltiGen Communications Inc 47427 Fremont Blvd...

Page 211: ..._____________ PRODUCT SERIAL NUMBER _______________________________ Please use one form per requested unit DESCRIPTION OF PROBLEM AND REASON FOR RETURN ________________________________________________...

Page 212: ..._________________________________ PHONE NUMBER _________________________________________ PRODUCT SERIAL NUMBER ________________________________ DESCRIPTION OF PROBLEM _________________________________...

Page 213: ...____________________________________________ ADDRESS _________________________________________________ ________________________________________________ ________________________________________________...

Page 214: ...Registration Technical Support 204 AltiWare OE System Administration Manual...

Page 215: ...aller ID AltiWare the system software that is used by AltiGen s Quantum products AltiServ an advanced highly integrated business and computer telephony platform that consists of a Quantum card and Alt...

Page 216: ...arrying communication service circuit the physical connection of channels conductors and equipment between two given points Includes both transmitting and receiving capabilities client a process whose...

Page 217: ...ller card If one hard drive fails then the data can be retrieved from the second hard drive DNIS Dialed Number Identification Service is a telephone service that identifies for the receiver of a call...

Page 218: ...if a message is deleted in one server it is automatically deleted from the other server extension number an arbitrary number of two to five digits that matches a station to a particular user F FCC Fe...

Page 219: ...amounts of data hardware a term used to describe the physical components of a machine particularly computer equipment and devices containing logic elements used in data processing or communication equ...

Page 220: ...user begins a program or terminal session and gains access to the AltiServ or Quantum system Loop Start a type of start signaling A closed path or circuit over which a signal can circulate When used...

Page 221: ...be implemented either as server processes or as drivers numbering plan the method of assigning NNX codes to provide a unique telephone address for each subscriber special line or trunk destination In...

Page 222: ...r the extension number that identifies a workgroup or distribution group POP3 Post Office Protocol version 3 Protocol for retrieving e mail by remote client port a communication channel through which...

Page 223: ...levels of protocols layered one on top of the other Q Quantum an ISA standard computer telephony board of AltiGen s AltiServ product line It is an all in one platform designed with open software stan...

Page 224: ...called numbers which have been condensed into a two or three digit code on the telephone dial pad T TAPI Telephone Application Programming Interface A call processing software that allows developers t...

Page 225: ...user s identifies the person or persons accessing the features and functions of the AltiWare product V virtual extension an extension not associated with a physical port that allows for guest access...

Page 226: ...up that is not associated with a physical port and may consist of up to 64 members When the pilot number is dialed the call is distributed to the workgroup members World Wide Web A network of Internet...

Page 227: ...ion 205 developer support 3 Internet integration features 13 PBX features 4 system administration features 14 T1 PRI features 16 voice messaging features 11 voice over IP features 16 AM schedule 28 AM...

Page 228: ...ing 111 113 incoming 111 call park 5 18 system 5 call parking 23 call pickup 5 workgroup 9 call reports 34 exporting 35 call reports external 35 call restrictions 31 109 call restrictions extension 11...

Page 229: ...104 distinctive ringing 6 23 distribution list 49 DNIS in call routing 44 Do Not Disturb 113 207 domain name 159 DTMF remote carriage 17 E echo suppression 17 EIAssist 168 e mail 38 166 client setup...

Page 230: ...162 glossary 205 216 greeting personal 12 greeting prompts 142 ground start 74 209 GTE 63 H H 323 17 hands free intercom mode 6 hands free manual answer mode 6 helper applications 157 hold music on h...

Page 231: ...umber of 104 notification 12 106 for e mail messages 107 schedule 108 notification type 107 playback 104 retention 105 message notification 18 message waiting FSK based 93 tone based 93 voltage based...

Page 232: ...overhead paging 6 142 by trunk 72 overlap dialing 43 72 P pager notification 107 paging 6 71 142 password extension 89 PBX features account code 4 business hours 4 call forwarding 4 call park 5 call p...

Page 233: ...ons 37 registration form 203 product 197 reminder calls 12 remote call forwarding 4 remote locations 43 repair board 200 replacement of board 200 report cumulative IP traffic statistics 152 system sum...

Page 234: ...area codes 15 39 business hours 27 call park 5 call restrictions 31 callback from auto attendant 7 data management 145 distinctive ringing 23 DNIS in call routing 44 email 38 extension length 25 firs...

Page 235: ...rection of transmission 71 ground start 209 impedance 209 incoming call routing 81 loop start 210 phone number 72 tenant selection 73 trunk access 26 trunk access code 18 trunk configuration 69 83 tru...

Page 236: ...t 9 answer handling 115 barge in 10 call pickup 9 call routing 9 CDR Search 10 defined 85 log off reason codes 9 multiple membership of 9 multiple queue announcements 8 pilot number 85 212 silent moni...

Page 237: ...1 to 5 1 is the lowest score and 5 is the highest score Please complete the following questionnaire Question Rating Scale 1 5 LG RX ILQG WKH LQIRUPDWLRQ WR EH Well organized by subject matter Organiz...

Page 238: ...8 AltiWare OE System Administration Manual COMMENTS Mail to AltiGen Communications Inc 47427 Fremont Blvd Fremont CA 94538 Or Call us at 510 252 9712 Fax us at 510 252 9738 E Mail us at docs altigen c...

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