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AltiWare OE System Installation & Administration Manual

Configuring Auto Attendant for Scenario 2

Scenario 2 demonstrates how to use Auto Attendant in conjunction with
AltiWeb. For example, when the web caller clicks the Submit button (1),
Web Call connects and the Customer Support page appears. When the
customer clicks Sales (2), the Customer ID (3) and Product ID (4) pages
follow before the caller is put through.

Figure 13.

Using Auto Attendant to push pages to the caller

sales_cid.htm

sales_pid.htm

IVR_top.htm

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Summary of Contents for Altiware OE 4.5

Page 1: ...01 4 5 Voice Internet Data Shaping the Future of Converged Communications AltiWare TM OE 4 5 System Administration Installation Manual ...

Page 2: ...AltiWare OE Version 4 5 System Installation and Administration Manual Revised 07 2002 4403 0001 4 5 ...

Page 3: ...ensure 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 change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement AltiGen Communications Inc 47427 Fremont Blvd Fremont C...

Page 4: ...ternet Integration Features 18 System Administration Features 19 T1 PRI Features 21 Voice over IP Features 21 Voice over IP Session Support AltiServ Features 23 AltiWare Tools 24 Optional Add On Software 25 Optional Kits 27 CHAPTER 2 System Requirements 29 Hardware Requirements 29 System Key Requirement 29 Selecting the AltiServ Platform 29 Minimum System Requirements 30 Proper Grounding and Loop ...

Page 5: ...on 43 Dealer Installation ID 44 Registration Methods 44 Upgrades 46 Lost Licenses 46 Before New Installation 47 To Begin New Installation 47 Before Upgrade 54 Backup Database 54 IP Extension Protocol Change 54 VoIP Board Upgrade 55 Shutting Down the AltiGen Switching Service 55 To Begin Upgrade 56 License Activation and Registration Process 65 Windows Emergency Repair Disk 81 Installing AltiAdmin ...

Page 6: ...gging In 98 Changing the Password 99 Stopping the AltiGen Switching Service 99 CHAPTER 5 System Configuration 101 Setting General Parameters 102 Setting a System Number Plan 104 Assigning Trunk IP Trunk Route Access 106 Setting Business Hours 108 Routing Calls on Holidays 109 Configuring System Speed Dialing 111 Adding Names and Comments 112 Defining System Call Restrictions 112 Blocking Calls to ...

Page 7: ...ing the Location ID Digit Length 131 Defining Remote Locations 131 Configuring DNIS Routing 132 Adding and Deleting DNIS Route Entries 133 Defining the Routing 134 Using a Tenant Table 134 Configuring the Tenant Table 135 Modifying the Tenant Table 136 Creating Distribution Lists 137 Defining a Distribution List 138 Setting Logout Reason Codes 139 CHAPTER 6 Board Configuration 141 Using the Triton...

Page 8: ...butes 172 Setting General Trunk Attributes 173 Quantum Trunk Properties 176 Triton Analog Trunk LS GS and LS Properties 179 Triton VoIP Trunk Configuration 181 Triton T1 PRI Trunk Properties 183 Incoming Call Routing 187 Outgoing Call Blocking 188 CHAPTER 8 Extension and Workgroup Configuration 189 Setting up Extensions 191 Adding New Extensions 192 Establishing Basic Extension Attributes 193 Forc...

Page 9: ...nabling Message Notification 218 Configuring Calling Restrictions 218 Setting Call Restriction Options 219 Setting Other Call Restrictions 220 Setting Answering Options 220 Forwarding All Calls 221 Handling Busy Calls 223 Setting Call Waiting Options 223 Enabling Do Not Disturb 224 Handling Unanswered Calls 224 Setting Workgroup Handling 225 Configuring One Number Access 226 Enabling One Number Ac...

Page 10: ...52 Using Professionally Recorded Phrases 253 CHAPTER 11 Additional Setup 255 Audio Peripheral Configuration 255 Configuring Music On Hold and Recorded Announcements 256 Setting Greeting and Update Prompts 256 Configuring Overhead Paging 256 MVIP Clock Configuration 257 Feature Tips 258 CHAPTER 12 System Data Management 259 Using Backup and Restore 259 Backing up Files 260 Scheduling Backups 261 Re...

Page 11: ...erver Windows NT 4 0 Integration 276 Prerequisites 277 Exchange Server Prerequisites 279 Exchange Server Configuration 281 Microsoft Exchange Administrator Configuration 282 Installing Outlook 2000 Client on the AltiServ System 283 Enabling the Exchange Server 288 Testing the Exchange Server Setup 291 Troubleshooting Tips 292 Notes 293 Prerequisites 294 Exchange Server Prerequisites 296 Microsoft ...

Page 12: ...ion 310 AltiAdmin 310 Clients 311 CHAPTER 17 AltiWeb 313 System Requirements 313 AltiWeb Components 313 AltiWeb Directory Structure 315 Tagging Pages for URL History 317 Configuring Auto Attendant 329 AltiWeb Security 333 Symantec Norton AntiVirus Corporate Edition 7 5 334 Enable Real Time scan 335 Schedule Daily Full Scan on all drives 335 CHAPTER 18 Tools 337 Configuration Reader 337 Extension C...

Page 13: ...376 RTM Data Schema 382 SMDR Reporting Format 390 Trunk Calls In Format 390 Extension Calls Out Format 391 From Extension A 392 From Trunk B 393 APPENDIX B Registration Technical Support 395 Registration 395 Technical Support 395 Eligibility 395 Technical Support Hours 396 How To Reach AltiGen Technical Support 396 Tech Support on AltiGen s Web Site 396 Unresolved Problems Escalation Procedure 396...

Page 14: ... connection with the product This limitation of liability shall survive failure of the exclusive remedy set forth in the limited warranty referred to in this book under Warranty FCC and Industry Canada Compliance This section describes the requirements for compliance with Federal Communications FCC Rules and Industry Canada CS 03 standard Statement This equipment has been tested and found to be in...

Page 15: ...ll be advised of your rights to file a complaint with the FCC 4 If the telephone company requests information on what equipment is connected to their lines inform them of a The telephone number to which this unit is connected b The ringer equivalence number 0 0B c The USOC jack required RJ11C d The FCC Registration Number see label on board e Industry Canada Industrie Canada Certification Number s...

Page 16: ...de by an authorized Canadian maintenance facility designated by the supplier Any repairs or alterations made by the user to this equipment or equipment malfunctions may give the telecommunications company cause to request the user to disconnect the equipment Users should ensure for their own protection that the electrical ground connections of the power utility telephone lines and internal metalli...

Page 17: ...etwork Digital Trunk Interfaces for Digital Services Triton T1 E1 PRI The Triton T1 PRI interface connects to the Public Switched Telephone Network through an FCC registered NCTE which specifies the type of network jack to be used Table 3 Triton Analog Trunk Interfaces for Loop Start Ground Start and Loop ManufacturerPort Identifier FacilityInterface Code FIC REN Network Jack ALTI CD0408UD 02LS2 0...

Page 18: ...ation Analog DID to be operated in such a manner as to not provide for proper answer supervision is a violation of Part 68 of the FCC rules Proper answer supervision occurs when 1 The AltiServ system returns answer supervision to the PSTN when DID calls are Answered by the called station Answered by the attendant Routed to a recorded announcement that can be administered by the customer 2 The Alti...

Page 19: ...h voltage components inside Refer servicing to qualified service personnel If you are a qualified service personnel power down everything before opening Do not attach the power supply cord to building surfaces Do not allow anything to rest on the power cord or allow the cord to be abused by persons walking on it To protect this equipment from overheating do not block the slots and openings in the ...

Page 20: ...e procedure Disconnect all power before installing changes in machine circuits unless otherwise instructed by a maintenance procedure High voltages capable of causing shock are used in this equipment Be extremely careful when measuring high voltages and when servicing cards panels and boards while the system is powered on Do not wear jewelry or other metal objects when working on the equipment Whe...

Page 21: ...connectors on CPU mother board backplane MUST be less than 0 1 Ohms to host machine earthing terminal 7 AltiGen complies with PCI Board specifications Rev 2 1 5V 32 bit 8 The power required by the host machine and the total of all adapter cards installed within the host environment together with any ancillary apparatus shall not exceed the power specification of the host machine 9 It is essential ...

Page 22: ...ce to LVD and EMC European Directives 2 Computer chassis will comprise the following as minimum a Pentium II PC 5 expansion slots SVGA IDE 4 0 GB keyboard b Color monitor non interlaced 1024 x 768 c Mouse two button d Memory at least 128 MB RAM e CD ROM f Modem 28 800 baud approved by BABT optional 3 AltiGen Quantum cards Rev D ALTI CD0804UD ALTI CD0408UD ALTI CD0012UD ALTI DID0408UD 4 AltiGen Tri...

Page 23: ... on the AltiServ card 2 Warning THIS EQUIPMENT MUST ONLY BE INSTALLED AND MAINTAINED BY SERVICE PERSONNEL Additional Requirements for USA and Canada 1 The interconnecting trunk line cord should be at least size 26AWG 2 This trunk card must be fitted in host equipment with fire enclosures complying with the flammability requirements of sub clause UL1950 CSA C22 1995 4 4 3 In addition the card must ...

Page 24: ...entary equipment earthing conductor is permitted to be made to building steel to a metal electrical raceway system or to any earthed item that is permanently and reliably connected to the electrical service equipment earthed 3 Bare covered or insulating earthing conductors are acceptable A covered or insulating earth conductor must have a continuous outer finish that is either green or green with ...

Page 25: ...witch closed 11 Replace PC outer case 12 Connect a fixed earth from the PC to a suitable premises fixed earthing point Note that the earth cable must be at least the same gauge as the live wire of the main cord and fixed to the earth terminal and the rear of the PC 6 AWG recommended 8 AWG minimum 13 Connect cable supplied with AltiServ to the D type sub miniature 25 pin connector on the AltiServ c...

Page 26: ...her acts of nature unauthorized product modification or failure to follow instructions supplied with the product b Repair or attempted repair by anyone not authorized by AltiGen Communications c Any damage of the product due to shipment d Removal or installation of the product e Causes external to the product such as electric power fluctuations or failure f Use of supplies or parts not meeting Alt...

Page 27: ...ation of return AltiGen will decide whether the malfunctioning product will be repaired or replaced 2 To obtain warranty service you must provide 1 date proof of purchase 2 serial number of product 3 your name and company name 4 your shipping address and 5 description of the problem 3 For additional information contact AltiGen via e mail at support altigen com Effect of State Law This warranty giv...

Page 28: ...es software specifications of the AltiServ system Chapter 4 Getting Around AltiAdmin describes how to navigate the AltiWare Administrator application which is used to configure and maintain the AltiServ system Chapter 5 System Configuration describes AltiServ system basic configuration phone numbers number plans out call and in call settings Chapter 6 Board Configuration describes the Quantum and ...

Page 29: ...d clients Chapter 17 AltiWeb gives procedures for installing and configuring the AltiWeb feature which allows internet users to talk to an extension via VoIP and share web pages Chapter 18 Tools gives a brief overview and general instructions for using AltiWare tools Chapter 19 Basic Advanced CallRouter gives general instructions for using Basic Advanced CallRouter tools Appendix A Chapter A descr...

Page 30: ...e pre installed in a generically configured working condition to significantly reduce installation time Also all systems support traditional and IP phones AltiServ Small Office Part ALTI OFFICE1 The AltiServ Small Office solution is a system targeted for 8 to 25 users in the very small office market that need an affordable entry level capa bilities along with the same features as AltiGen s largest...

Page 31: ...cally lower than enterprise systems With included RAID support in an industrial grade chassis AltiGen is providing a highly reliable and redundant converged PBX system Components Chassis Specifications AltiWare OE 4 5 AltiWare OE 4 5 System Key AltiView 4 5 AltiWare OE Documentation Package Two 0x12 Triton Analog PCI Station Card 24 Station 30 Session License Windows 2000 Server Service Pack 2 w 5...

Page 32: ... or higher installed Components Chassis Specifications AltiWare OE 4 5 AltiView 4 5 AltiWare OE Documentation Package 24 port Triton Digital T1 PRI PCI Card Three 12 port Triton Analog Station PCI Cards 36 Station 42 Session License Windows 2000 Server Service Pack 2 w 5 users licenses MVIP Cable Three 12 port connection panels harmonica Three DB25 50 pin male Telco cables 4U Rack Mount Chassis w ...

Page 33: ...ce Provider Voice over IP Digital T1 Integration Digital PRI Integration 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 AltiGen boards into full size ISA PCI slots of a Windows 2000 Windows NT Server and then installing the associated AltiWare software AltiG...

Page 34: ... PCI bus telephony board that provides voice processing resources DSP engines reside on the VoIP board to perform voice processing functions needed for H 323 devices The Triton VoIP board supports 4 12 or 30 IP trunk ports See System Limitations on page 35 for details on the number of Triton VoIP boards and ports you can install on one system Triton VoIP 12 and 30 port boards Triton 8 port boards ...

Page 35: ...rd that provides monitoring and Barge In system support functions You can install up to two 2 Resource Boards per system AltiWare System Software the AltiServ system telephony application software that provides an easy to use graphical user interface It lets you configure administer and maintain the AltiServ system and can be used as a platform for third party enhanced application development Alti...

Page 36: ...the phone s intercom without ringing the callee Feature available only on systems with the Triton Analog Extension board Account Codes enhanced allows the user to input an account code on each call to track telephone usage in order to bill back to clients or create a record of calls specific to a project and to budget and forecast expenses In OE 4 5 Forced Account Codes force the user to input an ...

Page 37: ...ed Centrex Transfer enhanced allows user to transfer or forward calls to an external telephone number Once the transfer is complete the trunk lines are released In OE 4 5 AltiView and AltiAgent support Centrex Transfer Conference Calling the system supports conference calls with up to 6 parties You can speak privately to each person before adding the person to the conference Note For conference re...

Page 38: ...e Trunks multiple AltiServ systems at the same or remote locations can be linked through a T1 PRI network Also this feature provides toll savings on long distance calls by allowing users to dial a remote AltiServ system via a T1 PRI trunk and then the destination phone number through PSTN Individual and System Call Pick Up allows users to answer a ringing telephone from another station IP Extensio...

Page 39: ...ines is temporarily disallowed Overhead Paging allows the use of voice paging over an internal public address system Overhead Paging by Trunk allows the use of voice paging or broadcasting through a trunk without checking call progress Personal Call Park and Pick Up enhanced users can park calls at one station to be picked up at another station Up to 50 calls may be parked at one station simultane...

Page 40: ...t allows the user to instruct AltiServ to call the user at a remote location after the user logs in with extension and password This is useful for traveling users who don t want to accrue expensive toll charges while traveling especially from international locations where there is no access to toll free numbers See Planning is Essential on page 241 for more information Transfer to AltiGen Voice Ma...

Page 41: ...ected criteria In OE 4 5 CDR Search has been redesigned to provide workgroup statistics from the real time monitoring function used in the AltiSupervisor client application New settings in AltiAdmin let you specify time intervals for saving RTM data Call Queuing places caller in a queue to wait until an ACD workgroup member becomes available Call Queue Announcement an optional feature with Call Ro...

Page 42: ... value for callers waiting in queues The performance statistics show when workgroup calls are queued for longer than a prescribed value Workgroup Call Pickup allows pickup of calls to a specific workgroup Workgroup Monitoring enhanced allows real time monitoring of workgroup information trunk state workgroup status call queue status details of workgroup queue entries and agent status Limited monit...

Page 43: ...ember to enter a reason code when signing off Up to 20 reason codes may be defined Workgroup Silent Monitoring with the Triton Resource Board allows a workgroup supervisor to silently monitor calls between workgroup agents and callers Workgroup Barge In enhanced with the Triton Resource Board allows a workgroup supervisor to barge into calls between workgroup agents and callers In OE 4 5 the super...

Page 44: ... on caller information Digit Collection caller can be prompted to enter numbers which are then collected and used for routing the call Direct Station Transfer allows the Auto Attendant to handle all incoming calls instead of being answered by an operator Callers can dial an extension number to reach a specific station or use the name directory to find an extension number Multiple Attendant Support...

Page 45: ...away from the office and without having to access AltiReach or AltiView Disable a Mailbox voice mailboxes can be disabled so that callers cannot leave messages This can be useful for maximizing system capacity or controlling access to phone services Configurable voicemail playing order Administrators can configure users voice mailboxes to play the oldest or the newest message first Future Delivery...

Page 46: ...ng notified of all messages or only urgent messages You may enter up to 80 digits for the destination notification phone number Operator assisted paging is also supported Personal Greeting allows users to record greetings in their own voice to be played when callers reach their voice mail Priority Delivery allows users to determine the priority of message delivery such as normal or urgent Private ...

Page 47: ... mail Server a complete SMTP POP3 email server is built into the AltiServ system so that all you need is an SMTP POP3 email client to send and retrieve Internet email The system allows use of alpha character based passwords CallViewTM a Web based Java application that allows for call control using a standard Web browser to manage multiple incoming calls and view information including Caller ID cal...

Page 48: ...users who are traveling and or working at home to download all new voice and email messages in their the AltiGen Voice Mail System Post Office Box via a local internet access line Support of Internet E mail Standards allows the user to send and retrieve email using any SMTP POP3 e mail client System Administration Features System Administration features include Access Restriction allows administra...

Page 49: ... be routed to trunks to Auto Attendants extensions workgroups etc based on DNIS digit information configured in system administration routing tables Email and Voice Mail Storage can be placed on drives other than the AltiServ server Extension Checker a tool that checks the security status of every extension in your AltiWare system Monitor List lets you select the Physical or IP extensions you wish...

Page 50: ...l Distribution List allows you to create a group of extensions for forwarding voice mail Up to 100 distribution lists can be created Each distribution list can have up to 64 entries and each entry can be another distribution list Voice Mail Alert An announcement can be sent to Voice Mail when the email server disk is full T1 PRI Features T1 PRI features include ANI DNIS Transport over T1 PRI Tie T...

Page 51: ...e the delivery Dialing Prefix Filter users may select a PSTN or IP trunk when making outgoing calls by dialing a configurable access code Echo Cancellation due to bandwidth limitations and device loading long delays may occur during packet delivery process which worsens the echo effect of recorded and live voice speech Echo cancellation is provided to maintain reasonable voice quality G 711 Codec ...

Page 52: ...his queue is adjustable to accommodate different network environment characteristics Ring Back Tone Generation ring back tones can be generated to other analog trunk or extension lines on behalf of the IP trunk Silence Detection and Suppression A silence detection feature enables the following Silence Suppression when silence suppression is enabled and silence is detected AltiWare IP stops sending...

Page 53: ...Console Client Support AltiReach Support AltiView AltiView IP Extensions AltiWare Tools AltiWare OE comes with useful tools for testing diagnosing and operating your AltiWare configuration AltiDBReader allows you to view historical data from a database which can be saved to a file Basic CallRouter a call handling tool that uses the AltiGen system to route incoming calls based on compounded busines...

Page 54: ...ates a standard hardware based Attendant console through software has the flexibility of adding new features through software without changing the hardware In OE 4 5 the following enhancements have been made A message waiting indicator is added The workgroup call queue is displayed operator cannot retrieve calls from the display Supports multiple operators Operator can receive an alert via a beep ...

Page 55: ...s including dynamic searching of DNS data to match against incoming call data and workgroup call queue announcements 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 CDR statistics In OE 4 5 the following enhancements have been made CDR Search has been redesigned to provide a separat...

Page 56: ...amming rapidly and efficiently The SD 4 5 Tool Kit package includes Self installing CD ROM containing AltiGen SDK software Basic Call Control Server License Real Time Monitoring RTM Server License Data Directed Routing DDR Server License The same Tool Kit CD ROM also includes two optional API products which will be licensed per server Application Programming Control APC Server License Voice Record...

Page 57: ...Key AltiServ Characteristics 28 AltiWare OE System Installation Administration Manual ...

Page 58: ...e pre assigned DB25 parallel port system key is included with every copy of AltiWare OE 4 5 upgrade or original Each system key has a unique key designated for a particular AltiWare software package system keys cannot be shared among systems System keys are also available in USB form factor USB system keys must be special ordered Selecting the AltiServ Platform In order to maintain your AltiServ s...

Page 59: ...variables The number of AltiGen telephony boards required The maximum AltiServ extension and trunk traffic anticipated The number of simultaneous client software connections Table 5 Individual Board Power Requirements on page 36 shows the AltiServ system requirements guidelines depending on the number of AltiGen boards that will be installed Proper Grounding and Loop Current Proper grounding is es...

Page 60: ...oose a work surface large enough to accommodate the entire system Use a flat stable work surface with enough space around it for proper air circulation For proper heat dissipation a fan is recommended in front of the AltiGen telephony boards to ensure sufficient airflow Be sure the fan filter is clean and does not block the airflow The following table contains the operating specifications for the ...

Page 61: ...Transfer ISA Bus Triton Analog Station Board The Triton Analog Station telephony board has the following functional characteristics MVIP Compatible 256 Port Non Blocking Switch Matrix Jumper Free Configuration PCI Bus Compliant with EIA464 Note When the board is configured for audio input the first port cannot be used for an extension Triton Analog Trunk Board The Triton Analog Trunk board has the...

Page 62: ...ristics MVIP Compatible 256 Port Non Blocking Switch Matrix Jumper Free Configuration PCI Bus Triton Resource Board The Triton Resource board has the following functional characteristics MVIP Compatible Jumper Free Configuration 12 ports for silent monitoring and barge in PCI Bus AltiGen Board Installation For instructions on how to install Triton and Quantum boards please refer to the Quick Insta...

Page 63: ... 30 port upgrade license the 12 port board can be upgraded to a 30 port board one board upgrade per license The original ports retain their configurations but you must con figure the new ports if you want to use them Board Model Number Description Quantum ALTI CD0408UD SPH001 4 trunks and 8 extensions Quantum ALTI CD0804UD SPH001 8 trunks and 4 extensions Quantum ALTI CD0012UD SPH001 12 extensions...

Page 64: ...e 3 Board Installation Board Type Maximum in a System Board ID Range Total Ports Triton VoIP 4 port 6 0 5 24 Triton VoIP 12 port 6 0 5 72 Triton VoIP 30 port 2 0 5 60 TOTAL Triton VoIP boards 6 78 max in one system via any combination of boards that com plies with the sys tem limitations shown here Triton Analog Trunk 16 0 15 Triton Analog Extension 16 0 15 Quantum 16 0 15 Triton T1 PRI 6 0 5 Trit...

Page 65: ...oard Table 5 Individual Board Power Requirements 1A 12V is provided by power connector Number of Quantum or Triton Boards per System CPU Type Available Memory Hard Disk Controller Power Supply 5V Requirement 12V Requirement 1 3 333 MHz 128 MB IDE SCSI Single 300W 15A 6A or better 4 6 700 MHz 256 MB IDE ATA 100 SCSI Single 400W or Dual 400W load sharing rec ommended 20A 16A 7 16 850 MHz 512 MB IDE ...

Page 66: ...lephony board Heat Factor Internal system temperature must not exceed the specified operating temperature If more than two AltiGen telephony boards are installed in the system then additional cooling fans are suggested These fans need to effectively reduce heat and increase airflow to the AltiGen telephony boards to ensure system reliability Installing a Cooling Fan If more than two AltiGen teleph...

Page 67: ...or Ext 101 to bring in Ext 102 into the conference if Ext 102 is located on the same Quantum board as Ext 101 Once Ext 102 joins the conference no other members can join this conference call as the 6 conference member limit has been reached 3 The Triton Resource board can support up to 12 conference bridges with up to 6 members each However this does not imply that you can have a total of 72 confe...

Page 68: ...rv system s CDR Contains the CDR Search Client that allows you to search a Call Data Reporting database along with documentation and external logger service Documentation Contains the AltiWare OE System Installation and Administration Manual and the AltiView and AltiServ User Guide in the Adobe Acrobat PDF format Reader Contains the Adobe Acrobat Reader executable Readme txt Contains late breaking...

Page 69: ...ling or upgrading the AltiWare OE software from the AltiWare OE Release 4 5 CD ROM It should take about 15 to 20 minutes to install the AltiWare OE software program Before you begin installation however please note the following Backup prior to install Before upgrading your system from AltiWare Release 3 5 or above you should back up all the configuration information to a different location such a...

Page 70: ...ng AltiWare OE 4 5 If AltiWare 2 x or 3 0 is installed first upgrade to 3 5 then upgrade to 4 5 Firewall Considerations If you are using a firewall in the AltiWare OE 4 5 environment the following are the network ports used Client Server TCP UDP AltiAdmina AltiWare DCOM 135 135 AltiConsole AltiLink 10025 AltiControl AltiLink 10025 AltiReach AltiLink 10015 AltiView AltiAgent AltiLink VM Service 100...

Page 71: ... for the first time and you wish to use the software with Windows 2000 you must already be running Windows 2000 server prior to the AltiWare software installation VoIP RTP VoIP RTP From 49152 to Nb Web Client AltiLink NetMeeting Chat plus VoIP ports described above 10025 1720 Polycom Between 2222 2242 and 1718 1719 a It is recommended that this be run only in an intranet b N 49152 62 number of boa...

Page 72: ...clude but are not limited to Station Sessions AltiConsole AltiView AltiWeb Center and new optional 4 5 software features such as Advance CallRouter 30 port IP external logger APC Voice Recording and Contact Advantage For step by step instructions on the licensing process refer to page 66 Registration Both licensing components must be registered with AltiGen for the system to function at full licen...

Page 73: ...ll This Dealer Installation ID is a dealer specific registration password and can be given to customers without compromising the secure access to our Authorized Dealer website and Tech Support site The password ensures the dealer information is tracked along with customer information as part of the total system installation record You cannot progress through registration without this new number Cu...

Page 74: ...ection is needed to the AltiServ system at the time of registration This online registration tool automatically populates the license keys and system keys in the proper fields of installed software on the AltiServ Office systems This tool also requires the Installer to register the three pieces of information tracked on all system 1 Dealer Installation ID 2 Customer information 3 System key and as...

Page 75: ...vided with OE 4 5 upgrade software ordered Other optional software such as AltiView AltiConsole and Center must also be upgraded to be compatible with 4 5 4 5 compatible licenses For step by step instructions on the upgrade process refer to page 54 Lost Licenses AltiGen views a registered license key as the right for the system registered under to have access to the feature If a license key or sys...

Page 76: ...figuration must be the same length You cannot change the extension length once the first extension is configured which is something you do later running the AltiWare Setup To change the extension after extensions are configured requires reconfiguring the entire system or deleting all the extensions already configured Internet Explorer 5 0 or higher for online registration To Begin New Installation...

Page 77: ...xt file 6 After reading the Readme txt file click on SETUP EXE in the AltiWare OE folder 7 At the Welcome page window exit all Windows programs before continuing with the setup then click Next 8 Setup will retrieve logon information to determine if the user has corresponding privilege 9 Setup will retrieve system key and install its driver if applicable If the system key is not available you may s...

Page 78: ...pported in OE 4 5 11 Setup will create a user account for AltiWare services AltiGen recommends that you do not change the default password If you still wish to change this you may enter a password no longer than 14 characters for this account and click Next 12 Setup is creating the user account 13 Setup will install AltiWare OE into a destination folder Click Next to install to the folder or click...

Page 79: ...Setup will use the following disk drives as noted for PostOffice AltiDB and AltiDB Backup or you may select another local drive Note It is recommended that the local drive used should have at least 2GB of free space for PostOffice and 500MB each for AltiDB and AltiDB Backup ...

Page 80: ...ion Manual 51 Software Installation 15 Setup allows you to select the components you wish to install By default all components are checked and it is recommended that you do not uncheck any items 16 Click Next to have Setup begin copying the program files ...

Page 81: ...AltiWare databases 18 Setup Window will prompt for the Country System Home Area Code and Extension Length When finished click OK Note Once the Extension Length is set and you click OK you cannot change the extension length after this setup unless you re configure the entire system or delete all the extensions already configured 19 Setup is almost complete Make sure the MVIP cable connections and t...

Page 82: ... installation process 21 Recommended After rebooting run the MVIP test program from Start AltiWare AltiWare Tools MVIP test 22 Use AltiAdmin to register your licenses Follow the steps for Online License Registration Procedures on page 66 If you do not register and activate your licenses only eight 8 physical ports will be available for use ...

Page 83: ...talling AltiWare OE 4 5 If AltiWare 2 x is installed first upgrade to 3 5 then upgrade to 4 5 Back up all the configuration information to a different location such as the network drive You can do this by using the backup utility OR by copying the contents of the altiserv db altiserv Phrases LangCustom and postoffice folders to a backup location To uninstall an earlier version of AltiWare click th...

Page 84: ...n Switching Service Com Server and the AltiAdmin application at the same time by running AltiAdmin logging in and selecting Services Shutdown Switching Note Stopping the AltiGen Switching Service COM Server will automatically stop all the auxiliary services These are the Windows 2000 NT services distributed with AltiWare AltiGen Switching Service COM Server AltiGen Messaging Service COM Server Alt...

Page 85: ...ge 40 2 Install the System Key on the parallel or USB port Caution Do not connect the system key to any AltiGen board as damage may occur to the board or the system key 3 Login to Windows NT or Windows 2000 as a domain or local user account that has local administrator privileges If your machine is a stand alone server you need to login as a local administrator account Note If you plan to run Exch...

Page 86: ...tup will check AltiGen boards on your system Note Setup will terminate if T1 Rev A1 A2 or VoIP Rev A1 A2 boards are found These boards are not supported in OE 4 5 11 Setup will check existing licenses to see if they are registered or partially registered Depending on these conditions Setup will proceed to either Sub step 1A No registered Licenses or Sub step 1B Partially Activated Licenses Note OE...

Page 87: ... Upgrade 58 AltiWare OE System Administration Manual Sub step 1A No Registered Licenses If no licenses are registered you will see the following Installation Options window You may choose the following options ...

Page 88: ...age then click Next to proceed to Step 12 b Register license now if you select this option and click Next you will automatically launch AltiWare s License Information window Click Online Register to activate your license s and follow the steps for online registration on page 68 Sub Step 1B Partial Registered Licenses If some of your existing licenses are registered you will see the following Insta...

Page 89: ... to proceed to Step 12 b Look at partially activated licenses and continue if you select this option and click Next you can view your existing licenses and their activation status in the Information page then continue upgrading with activating these licenses by following the steps for online registration on page 68 Caution If you do not register all your licenses and continue the upgrade some feat...

Page 90: ...e Information window Click Online Register to activate your license s and follow the steps for online registration on page 68 12 Setup will check service status 13 Setup will create a user account for AltiWare services AltiGen recommends that you do not change the default password If you still wish to change this you may enter a password no longer than 14 characters for this account and click Next...

Page 91: ...is creating the user account 15 Setup will use the following disk drives as noted for AltiDB and AltiDB Backup or you may select another local drive Note It is recommended that the local drive used should have at least 500MB of free space each for AltiDB and AltiDB Backup ...

Page 92: ...nistration Manual 63 Software Installation 16 Setup allows you to select the components you wish to install By default all components are checked and it is recommended that you do not uncheck any items 17 Setup will begin copying the program files ...

Page 93: ...tiWare Services Register AltiWare COM components Create program folder and icons Upgrade AltiWare databases 19 Setup is almost complete Setup will suggest running MVIP bus test before rebooting If the MVIP bus test option is checked the test will begin when you click Finish You can see the pass or fail information in the MVIP Test Tool test log box ...

Page 94: ...ot the system to finish the upgrade process License Activation and Registration Process In AltiWare OE a software license allows you to increase the capacity for the following Physical and IP extensions A Quantum board can provide 4 8 or 12 extensions depending on the type of Quantum board and the Triton Analog Station board provides 12 extensions You may increase the number of software supported ...

Page 95: ...re OE 4 5 the Contact Advantage Server license allows you to enable this add on option for call center features For more information on the Call Center Option refer to the Contact Advantage and AltiWeb User Guide shipped with the option package Online License Registration Procedures To activate any license through online registration follow these steps 1 From the About AltiWare window in AltiAdmin...

Page 96: ... license keys that you wish to add and activate License keys are located on the End User License Agreement sent with every License purchase 4 In the License Key field of the Add License pop up window enter the license key and click OK Continue adding licenses with the Add License button until all licenses are entered 5 Select the Online Register button This automatically launches the following web...

Page 97: ...D The System Key field is automatically loaded This information is located on the End User License Agreement In the Dealer Installation ID field enter the ID number assigned to your Dealer This information can be obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support Click Next when finished 8 The next web page allows for inputting of Customer and Installer...

Page 98: ...ion Manual 69 Software Installation For the Customer Information and Installer Information sections fill in all fields required and click Next when finished 9 The next web page allows for entering of new License Keys or for adding any additional licenses ...

Page 99: ...iWare OE System Administration Manual Click Add More Keys to add more licenses or click Next to register these licenses Note All keys are case sensitive 10 The next web page displays the licenses that have been activated and are about to be registered ...

Page 100: ...ch as unsupported OE 3 5 or 4 0 licenses b not enough digits in license number c wrong license number d license number registered to another system key You may attempt up to three retries to validate licenses If you click Retry on the fourth attempt the Web Registration will not continue and you must begin the Web Registration process again from Step 5 Click Next to continue 11 The next web page d...

Page 101: ...e next web page continues the registration by initiating a product registry program At the Security Warning prompt click Yes to install and run the program If you click No or close this box the Web Registration will not continue and you must begin the Web Registration process again from Step 5 ...

Page 102: ...ltiserv db 13 The final web page displays a verification notice and number confirming that an email of the registration process results has been sent to the customer and installer Save the email for future reference You may close this web page 14 Return to the AltiWare system In the License Information window click the Refresh button ...

Page 103: ...f the license 15 Close the License Info window to finish the license registration Manual Online License Registration Procedure To manually register any license through online registration where the local AltiServ system has no Internet connection follow these steps 1 From the About AltiWare window in the local AltiAdmin click on the License Information button 2 Click the Registration button to ope...

Page 104: ...ated on the End User License Agreement sent with every License purchase 4 In the License Key field of the Add License pop up window enter the license key and click OK Continue adding licenses with the Add License button until all licenses are entered 5 Click Save Register Form to save registration information as a Register htm file and copy to a floppy disk or a shared file location that can be ac...

Page 105: ...8 The next web page allows for inputting System and Dealer Installation ID In the System Key field enter your System Key located on the End User License Agreement In the Dealer Installation ID field enter the ID number assigned to your Dealer This information can be obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support Click Next when finished ...

Page 106: ...e next web page allows for inputting of Customer and Installer information For the Customer Information and Installer Information sections fill in all fields required and click Next when finished 10 The next web page allows for entering of new License Keys or for adding any additional licenses ...

Page 107: ...on Process 78 AltiWare OE System Administration Manual Click Add More Keys to add more licenses or click Next to register these licenses 11 The next web page displays the licenses that have been activated and are about to be registered ...

Page 108: ...ch as unsupported OE 3 5 or 4 0 licenses b not enough digits in license number c wrong license number d license number registered to another system key You may attempt up to three retries to validate licenses If you click Retry on the fourth attempt the Web Registration will not continue and you must begin the Web Registration process again from Step 5 Click Next to continue 12 The next web page d...

Page 109: ...b page continues the registration by initiating a product registry program 14 At the end of the Web Registration save the exctl file to a floppy disk 15 Return to the AltiServ machine In the License Information window click the Load button and to load the exctl file from floppy into the AltiServ system ...

Page 110: ...Accessories System Tools Backup utility program and select Create an Emergency Repair Disk from the Tools menu Installing AltiAdmin on Remote Systems AltiAdmin contains the AltiWare Administrator application that can be installed on any Windows NT Server or Workstation 4 0 system with Service Pack 6a or higher or Windows 2000 and a network connection AltiAdmin does not support Windows 95 When you ...

Page 111: ...ister AltiServ over the Internet enter the IP address e g 100 100 100 100 of the AltiServ system when prompted for the server name Multiple AltiServ systems can be managed at a single location with an AltiAdmin open for each AltiServ system 3 Login by Selecting the Services Login or clicking the Login icon the left most icon in the Toolbar The Login Password window prompts you to enter the passwor...

Page 112: ...or other reasons you need to backup the database move the telephony boards install the AltiWare software and restore the database to the new platform The new platform should have access via a LAN to the system to which you backed up the files from the old platform To transfer the system to another platform 1 Back up the system files then shut down and unplug the AltiServ system computer following ...

Page 113: ...Reboot the system AltiWare Uninstall To back out the upgrade be sure to stop all AltiWare related services before uninstallation To do this run AltiAdmin log in and select Shutdown Switching from the Services menu In the event that the auxiliary services were not stopped stop them one at a time using the Start Programs Administrative Tools Services applet Then launch the Uninstall program by click...

Page 114: ...tiView AltiConsole AltiAdmin and CDR Search following the manual procedures for those applications 4 Delete the following components using the Control Panel Add Remove Program AltiView VM Service Quantum SP Triton SP Triton Analog SP Triton T1 PRI SP Triton VoIP SP 5 Remove the altiserv directory and any subdirectories 6 Shut down Windows NT and power down the computer 7 Install the previously rem...

Page 115: ...n manually copy the activation file to c AltiServ db directory if AltiServ is installed on the c drive and run the installation program again An error occurred during the move data process Make sure all AltiGen applications and services are stopped closed before installing AltiWare OE Setup cannot detect your system key You must plug your system key into either a parallel or USB port for upgrading...

Page 116: ...tiServ is installed on c drive to your system environment path through Control Panel System Environment path after finishing AltiServ s installation but before restarting your system Unable to add AltiServ path to the system Manually append c AltiServ exe if AltiServ is installed on c drive to your system environment path through Control Panel System Environment path after finishing AltiServ s ins...

Page 117: ...Software Installation Troubleshooting 88 AltiWare OE System Administration Manual ...

Page 118: ...he AltiServ system or on any other system on the LAN for remote maintenance On a remote Windows NT or Windows 2000 client system on the LAN AltiAdmin allows control of one or more AltiServ systems System Data Management and Stop Switching Service cannot be performed over the LAN Instructions for installing AltiAdmin are described in Installing AltiAdmin on Remote Systems on page 81 Logging in for ...

Page 119: ...r main window At the top you see the Main Menu bar and below that the Quick Access Toolbar At the bottom is a status bar that contains information on the current runtime status The main window contains separate child windows or different views of the system There are five default views the boards extensions trunks workgroups and call traffic Additionally if appropriate you can also run a view of I...

Page 120: ...codec and configuration Reports System Summary System Log and IP Traffic Statistics Diagnostic Reserved for use by authorized technical personnel View Show hide or set default alignment of the windows the toolbar and the status bar Help Online help and AltiWare version and license information Quick Access Toolbar Figure 2 AltiAdmin Quick Access Toolbar The toolbar contains icons representing short...

Page 121: ...n Configuration window the same function as Management Extension Configuration Trunk Configuration Opens the Trunk Configuration window the same function as Management Trunk Configuration Auto Attendant Select Opens the Auto Attendant Select window the same function as Management Auto Attendant Select System Summary Opens the System Summary window the same function as Report System Summary System ...

Page 122: ... setup and active status Boards View Window Here is an example of the Boards window This window displays the AltiServ Quantum or Triton boards hardware status It displays the card location in the ISA or PCI slots and board model numbers Figure 3 Boards window Each board is represented by a board icon followed by the logical ID 0 the sequential location of the board card model number name of the bo...

Page 123: ... ready or in use The Location number i e 01 04 identifies the card ID and port channel number on the board For example in location 01 04 the card ID is 1 and the port number is 4 If an extension user with IP Extension enabled has logged onto an IP extension the location will show the static IP address you have assigned If you use dynamic IP addressing this location will change every time the user ...

Page 124: ... a small dialog box opens asking if you want to continue with the reset and displays the selected extension number and the name of the person assigned to the extension You can click the Reset button without selecting an extension and then type in the extension number for the extension to reset Trunk View Window Here s an example of the Trunk View window which displays the status of all assigned tr...

Page 125: ...oup View Window Here s an example of the Workgroup View window displaying data and statistics for workgroups Figure 6 Workgroup View window This window displays the following data Extension the workgroup pilot extension number Name the workgroup name Agents the number of agents assigned to the workgroup Logon the number of agents logged into the workgroup Not Available the number of agents who are...

Page 126: ...w window The window displays for the last 30 calls the caller line or number the callee the starting time in 24 hour format and the length of the call You can select calls and click the Print button to print the selected log entries for the call You can click the Clear button to clear the window of all data IP Trunk Current Traffic Statistics Window Here s an example of the IP Trunk Current Traffi...

Page 127: ...at connects the source and destination sites Under 100 milliseconds is good while a higher figure indicates a longer than average delay Status Bar The information at the bottom of the window in the Status Bar displays informational and status messages such as name of the operator disk usage status status of external logging current time and other data Setting the Refresh Interval The IP Trunk Curr...

Page 128: ...ly to prevent unauthorized access to the system You can change the password only if you re already logged in Select Change Password from the Services menu to open a Change Password dialog box You ll be prompted type in and verify the new password and then click OK Stopping the AltiGen Switching Service Normally when you exit AltiAdmin the AltiGen services that provide the various telephony and dat...

Page 129: ...Stopping the AltiGen Switching Service 100 AltiWare OE System Installation Administration Manual ...

Page 130: ... ring conference call and system 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 designated holidays System speed dial numbers Call restrictions prefixes to block toll call prefixes and call control Account Code tables for creating and removing account codes Call reports CDR logging and data export ...

Page 131: ...erator extension country distinctive ring conference call and system park options To access the General settings select System Configuration on the Management menu or click the System Configuration icon If the System Configuration window is already open click the General tab Figure 1 General window System Configuration You can set the following parameters and options Parameter Description System I...

Page 132: ... both rings are normal Enable Operator Priority Ring produces a long single ring between short pauses on calls to the operator System Home Area Code Area code for the system location System Main Number The main system telephone number which is sent to the pager s display when a user s messaging options are configured to call a pager This is also the number subscribers call to access the AltiGen Vo...

Page 133: ...st deleting all affected extensions For example if 7 is assigned to Extension and you re using extensions 7010 7113 etc you cannot reassign 7 to say IP trunk access without first deleting all the 7nnn extensions System Call Park Timeout Ring Back in Allows the user to park a call then pick up the call from another extension forward the call or take some other action If the call is forgotten or the...

Page 134: ...meters Parameter Description Extension Length The number of digits for your extension numbering system Valid entries are from 3 6 For example extension 2001 and 4020 are 4 digit extension numbers Note The extension length is not adjustable once the first extension is configured To be more precise the length cannot be changed without totally reconfiguring the system or deleting all the extensions a...

Page 135: ... digits 2999 If this DID Number Length option is set to 4 the system always tries to match the last 4 digits received to the last 4 digits of a DID number regardless of what is received Note To accommodate future growth and minimize disturbance it is recommended that the length of the DID numbers assigned to an extension be greater than or equal to this DID Number Length However it is not necessar...

Page 136: ...et the Trunk Access Codes of any 30 port VoIP boards to None on the General tab of the Trunk Configuration window see Setting General Trunk Attributes on page 173 This will prevent users from directly accessing the 30 port boards which use the G 711 codec only for calls to AltiServ servers or other IP gateways that may require the G 723 codec If you still want users to have access to this trunk fo...

Page 137: ...ngs such as trunk usage or routing DNIS calls to different extensions depending on the time and day Note Because the business hours are used throughout the system you or the appropriate administrator must make sure the system time has been set correctly The system time can be changed using the Date Time utility in the Windows or NT Control Panel To access the Business Hour settings select System C...

Page 138: ... directly Parameter Description Work Day Select the days of the week on which the company does business For example if the company does business Monday Friday the check boxes for those days should show check marks AM and PM Schedules For each day of the week select the time periods during which the company is available for business The time between the AM and PM times can be used to indicate a lun...

Page 139: ...down and enter a description to identify the holiday 2 Set call routing for normal holiday hours using the field group in the upper half of the Holiday window This is the default route for calls coming in on the holiday 3 Optionally select Special hours and set call routing for special hours using the field group in the lower half of the Holiday window This route will override the route for normal...

Page 140: ...umbers 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 Setting up Station Speed Dialing on page 210 To access the Speed Dialing settings select System Configuration on the Management menu then click the System Speed tab Figure 5 System Speed window System Configuration ...

Page 141: ...cond pause Adding Names and Comments If you want to add names and comments for the users convenience use the following steps 1 Configure the system speed dialing numbers as described in the preceding procedure 2 Open an AltiView user desktop and define the names and comments for the speed dialing numbers 3 Save the speed dial setup and Exit AltiView 4 From the C Program Files AltiGen AltiView ext ...

Page 142: ... the Management menu then click the Call Restriction tab Figure 6 Call Restriction window System Configuration Blocking Calls to Area Codes from All Extensions To add or edit system prohibited area codes 1 Double click an index entry in System Prohibited Prefixes list or select the index entry and click Edit This opens a dialog box that allows you to enter a prefix number 2 Enter a 1 and the diali...

Page 143: ...The dialing plan for your country or region For example type in a 1 for 1 plus dialing within the U S dialing plan also known as the North American Numbering Plan International The prefix used for international calls For example this is 011 for international calls made in the USA Other Flexible and variable uses such as a string of digits to be considered non local Locking Attacked Extensions If a...

Page 144: ...s as discussed in Setting up T1 or PRI Channels on the Triton T1 PRI Board on page 165 Restricting Tie Trunk Calls You can set call restrictions on tie trunk calls by telling the system to use the same restrictions as the ones set up for an extension Using the Call restriction follows extension drop down list you can select the extension with the restrictions to use for the tie trunk calls Creatin...

Page 145: ...an Account Name and Account Code in the dialog box that appears The Account Code may contain 1 10 digits You can assign the same Account Code to different Account Names To delete an account and its code select it and click Delete You can select multiple items for deletion by using Ctrl click or Shift click Click Apply to save your changes and OK to save and close the window You can now set options...

Page 146: ...ng or logging although their storage systems are different Call detail data can be logged to your local drive to a remote server and or exported via a COMM port RTM data is always logged to your local drive Data logged to your local drive is stored in a directory called AltiDB which is located by default on the root of the drive where AltiWare is installed Files are stored in mdb format Backups if...

Page 147: ...ports 118 AltiWare OE System Installation Administration Manual To set up Call Reports select System Configuration on the Management menu then click the Call Reports tab Figure 9 Call Reports window System Configuration ...

Page 148: ...of Call Data Data To enable CDR collection to the local drive select Internal CDR log MDB and click the Config button A dialog box appears Figure 10 Enable local call data logging To enable RTM data collection to the local drive select Internal RTM data MDB and click the Config button A dialog box appears Figure 11 Enable local RTM data logging ...

Page 149: ...any number of days from 1 365 Save data every RTM Statistics only Specifies how often to save workgroup call data from the real time monitor This setting with intervals ranging from 15 minutes to 1 day 24 hours provides the minimum level of granularity at which RTM data Workgroup Statistics will be reported from the CDR Search client Save db in backup directory Select to save backup files into the...

Page 150: ...nnot be on the same server as the AltiWare system A system integrator or database developer will need to write a custom query to extract data from the SQL database You can send reports from a number of different AltiServ systems to the same database Note Before you enable external logging using this window you need to set up and configure the database It should be ready to receive the reports befo...

Page 151: ... 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 Logger Setup to create an empty calldb database before restore Parameter Description Enable Check to enable external remote logging of call data Server Address Enter server s IP address Altigen External Server Sele...

Page 152: ...send the CDR to a COMM Port to export to for example an accounting data processing system To do this select the Enable Data Output box in the Accounting Data Processing field group Then select an Available Port and the Baud Rate Parameter Description Enable Check to enable external remote logging of call data Server Address Enter server s IP address Altigen External Server Select to use AltiGen s ...

Page 153: ...rs and options for messaging including message notification retry attempts deletion confirmation options the length of time for message storage message recording length and email activation and usage To access Messaging setup select System Configuration on the Management menu then click the Messaging tab Figure 14 Messaging window System Configuration ...

Page 154: ...riginal or 6 total attempts Retry Interval in Minutes The number of minutes between retry attempts Five minutes is the minimum and 60 minutes is the maximum interval allowed The default is 5 minutes Parameter Description Confirm Message Deletion If checked the system plays a voice message instructing the user to confirm request for deletion by pressing the key This prevents users from accidentally...

Page 155: ...5 seconds or 0 which means no minimum All recordings that are shorter than the designated Minimum Recording length are deleted This feature is recommended when users receive many empty voice mail messages on a regular basis and would like them automatically deleted Pause Detect Length Selected this feature causes the deletion of pauses in messages The default pause detect length is 500 ms The paus...

Page 156: ...ed this enables incoming and outgoing mail services on AltiServ Simple Mail Transfer Protocol SMTP and Post Office Protocol POP Allow Inbound Internet Mail This check box option is activated and selected by default if you enable the SMTP POP E Mail Service You can deselect this option if you don t want to use the AltiWare E Mail service for inbound mail for example when you re using another email ...

Page 157: ...ccess the Area Code window select System Configuration on the Management menu then click the Area Codes tab Figure 15 Area Codes window System Configuration Adding and Deleting Entries To add entries to one of the three lists click Add below the appropriate list box In the dialog box that appears type a number and click OK To delete an entry select it and click Delete You can select multiple entri...

Page 158: ...on page 197 About the Location ID Digit Length In the IP dialing table you define the addresses of the remote locations and set a Location ID Digit Length The dialing length sets the length of the Location ID the number you define in the dialing table to identify each remote location The Location ID is used in dialing the user dials the IP trunk access followed by the location ID to identify the r...

Page 159: ...is added to the front of the location IDs For example if you change the length from 2 to 3 location IDs 02 and 27 will become 002 and 027 respectively If you decrease the number of digits in the location ID the last digit is dropped from location IDs For example Location ID 240 becomes 24 There is an exception to this truncation method if the leading digit is 0 it is dropped For example 048 become...

Page 160: ...ocation The length of the number is of course the Location ID Digit Length described in About the Location ID Digit Length on page 129 Location Name A descriptive name of up to 15 characters to identify the location This name may be used by Caller ID Server IP Address The remote server s address in one of the following formats RFC assigned IP address e g 100 100 100 100 IP addresses with prefixes ...

Page 161: ... on the DID number entered in the General page of Extension Configuration see Setting up Extensions on page 191 If there is still no match the system routes the call according to the In Call Routing page defined in Trunk Configuration Remote Ext Length The length of extension digits at the remote location Valid entries are None 7 with None meaning not specified Specifying the remote extension leng...

Page 162: ...ialog box that appears type in a DNIS Number and a descriptive DNIS Name then click OK The number and name entries have the following requirements The DNIS Number must be devoid of all characters except the numbers 0 9 the hyphen is not accepted in this dialog box For example 2529876 is a good entry but 252 9876 is not The DNIS Name is descriptive and optional it can be used to remind you about th...

Page 163: ... a particular auto Attendant number selected in the drop down list Route to the operator Using a Tenant Table If several small businesses or groups want to share an AltiServ system specific trunks can be assigned so that each company or group has its own set of extensions for outbound calling Each business or group can be set up as a tenant in AltiWare where you use the Tenants window to define th...

Page 164: ...adding entries to the tenant list then using Extension Configuration and Trunk Configuration to assign extensions and trunks respectively to tenant IDs To create tenant entries 1 In the Tenant window click the Add button to open a small Tenant Configuration dialog box 2 In the dialog box type in the Tenant Name and click OK Then click the Apply button in the Tenant window The tenant ID is assigned...

Page 165: ...nks to tenant IDs 1 Select Trunk Configuration on the Management menu to open the Trunk Configuration General window 2 For each trunk you want to assign to a tenant ID a In the trunk list select and highlight the trunk you want to assign to a tenant ID b Select a tenant ID in the Tenant Selection drop down list then click Apply 3 Repeat the previous step for each trunk you want to assign When you ...

Page 166: ...e the Tenant Selection drop down list to change the tenant ID assigned to any trunk Note If a trunk is assigned to N A in the Tenant Selection drop down list the trunk is accessible to all extensions even though there are tenant assignments Creating Distribution Lists The System Distribution Lists provide for forwarding voice mail messages to multiple recipients defined as list members To forward ...

Page 167: ...ed in 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 select the name s in the Non Member list and click the Add button to move it to the Member list To remove a member select the name s in the Member list and click the Remove button to move it to the ...

Page 168: ...ogout Reason window allows you to enable or disable the required entry of a logout reason and it provides for defining up to 20 reason codes A logout history can be tracked and stored for future analysis To access the Logout Reason window select System Configuration on the Management menu then click the Logout Reason tab Figure 20 Logout Reason window System Configuration To require logoff reasons...

Page 169: ...Setting Logout Reason Codes 140 AltiWare OE System Installation Administration Manual ...

Page 170: ...tiWare desktop Figure 1 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 Important To implement some board configuration changes you must shutdown and restart AltiGen Switching Services by first choosing Shutdown Switching on the Services menu which also closes AltiAdmin and then restarting AltiAdmin ...

Page 171: ...ou 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 installed and the system powered up the board is displayed in the Board View window on the AltiAdmin desktop and you can use the barge in and silent monitoring features without further board configuration Without the Resource Board installed supervisors will hear an error...

Page 172: ...nel Mapping List Logical Channel Physical Span and Physical Channel for the entire board To reset the channel select the channel to reset and click the Reset Channel button then click OK Note Depending on whether the channel is a line or a trunk line double clicking a channel in this window invokes either a Line Properties window see Quantum Line Properties on page 200 or a Trunk Line Properties w...

Page 173: ...Use the Board Configuration window to view the following attributes Reset Board Resets the board after you confirm by accepting a warning that resetting a board will disconnect all calls in progress on that board Important Be sure to inform all users before resetting a board Parameter Description Board Info Board Logical ID assigned by AltiServ Board Name the type of board installed in the system ...

Page 174: ...Physical Span and Physical Channel To reinitialize channels select the channel to reset and click the Reset Channel button then click OK Note This is informational only and cannot be edited Note Double clicking a channel in this window invokes a channel configuration window Refer to the Line Properties button in Extension Configuration See Triton Analog Station Line Properties on page 201 Span Inf...

Page 175: ...igned by AltiServ Board Name the type of board installed in the system and board ID Note This is informational only and cannot be edited Channel Mapping List Group 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 Note This is informational only and cannot be edited Note Double cl...

Page 176: ...ificant savings in toll charges Triton VoIP Board The Triton VoIP board is used to provide voice processing resources for AltiWare OE similar to the way Quantum telephony boards are used for analog trunks and extension lines Unlike the Quantum telephony boards however only IP trunks are provided on the Triton VoIP board AltiWare VoIP uses DSP engines residing on the Triton VoIP board to perform th...

Page 177: ...and maintain good voice quality The following network configuration guidelines are highly recommended when using AltiWare s VoIP features ISP Intranet Quality of Service QoS If you subscribe to the public IP network or use your own Intranet make sure the maximum network delay is less than 150 milliseconds Also the typical packet loss rate should be less than 5 percent WAN Bandwidth If you are runn...

Page 178: ...upport priority queuing Configure the router so that the IP UDP packets being sent to and from an IP station have higher priority than the packets generated by other stations on the same network Please consult your router manufacturer for more information on setting up this configuration Firewall Configuration Please note the following very important guidelines when working with a firewall on your...

Page 179: ... any number from 0 255 10 x x x 172 16 x x to 172 32 x x 192 168 x x You are able to connect to the Internet directly WITHOUT using a proxy or socks server Contact your router firewall vendor to obtain a software update for your networking equipment or obtain routable address space from your Internet provider If you are unsure whether or not you are using NAT contact your router firewall vendor or...

Page 180: ...ure 6 AltiServ to AltiServ Connection Follow the steps below to configure IP trunks for an AltiServ to AltiServ tie trunk line connection 1 Confirm that the correct number of Triton VoIP boards are installed and connected by checking the Boards window on the Main Window of AltiWare Administrator Refer to Boards View Window on page 93 for more details about this window 2 Assign the IP trunk access ...

Page 181: ...nd receive IP trunk calls through public or private IP networks Note Extension users should refer to the AltiView and AltiServ User Guide for instructions on how to dial a remote AltiServ Also be sure to distribute the Remote Locations Dialing Chart with your organization s unique dialing plan This chart is available in the AltiView and AltiServ User Guide Board Installation Double click the board...

Page 182: ...tics window and the AltiWare IP Cumulative Traffic Statistics window in AltiWare Administrator or AltiAdmin to view network traffic 3 Check the RTP and RTCP Settings Make sure UDP port numbers 49152 49199 are not assigned to other applications RTP RTCP is the acronym for Real Time Transport Control Protocol a transport protocol for real time applications used to transport packetized voice packets ...

Page 183: ...efer to the Microsoft Web site for installation instructions 2 Triton VoIP Board is Not Installed Properly Refer to the Quick Installation Guide for more details on proper installation of the Triton VoIP board Configuring the Triton T1 PRI Board AltiWare OE 3 5 and higher includes the option for digital T1 or PRI Primary Rate Interface functionality Through AltiAdmin the Triton T1 PRI board can be...

Page 184: ...ed parameters for T1 service T1 Service Request Information When ordering T1 service provide the following service request information Equipment Information Product Manufacturer AltiGen Communications Inc Product Name AltiServ PBX Phone System CSU DSU ADTRAN T1 ACE recommended or other CSU DSU Technical Information for T1 with Voice Signaling Protocol E M Wink Start recommended E M Immediate Start...

Page 185: ...annels Assigned 24 Enter partial channels if you wish to subscribe to both voice and data service Hunting Most Idle Least Idle Ascend Descend DNIS Digits Signal 3 DTMF can be 3 to 10 digits Caller ID Signal DTMF if available Not every service provider provides Caller ID over T1 lines CSU DSU Requirements The CSU channel service unit is a device used to connect a digital trunk line coming in from t...

Page 186: ...Switch Type 5ESS recommended DMS recommended NI 2 recommended 4ESS MEGACOMM Framing Super Frame SF D4 Extended Super Frame ESF recommended Line Coding Alternate Mark Inversion AMI B8ZS recommended Physical Termination RJ 48X or RJ 48C Wire 4 wires PRI Channel Assignment D Channels Assignment 24th channel channel ID 23 Note AltiServ can configure any channel in a PRI span to be the D channel The de...

Page 187: ...ck commands sent from the central office Board Configuration Double click the board s icon in the Boards window see Figure 1 to open the Board Configuration window Figure 8 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 are discussed in Configuring the Quantum Board on page 142 but there...

Page 188: ...e Clock Frequency Digit Duration and the Firmware File Name The Span Info window displays the Total Number of Spans on 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 following section See T1 Clocking on page 164 and the Status Messages table begin...

Page 189: ...f the span is working the Status line displays OK This status line is updated every 3 seconds If there is an error a message is displayed The following table lists the types of error messages and the appropriate actions Table 1 Span Status Error Messages Error Message Meaning Action Hardware Failure NO ANSWER Major hardware prob lem Board is not responding to com mands Set board as MVIP master Res...

Page 190: ... neces sary If cable is okay CO is not sending any signal Contact CO Line Failure BLUE ALARM AIS AIS Alarm Indicator Signal CO is sending Blue Alarm Contact CO Line Failure YEL LOW ALARM RAI RAI Remote Alarm Indicator Cable is broken If there are no frame slips con tact CO If frame slips exist set this board as the master Setup Failure NO VALID FRAME No valid framing is detected Possible span mis ...

Page 191: ...ng a frame with severe errors Rec Frame Slips the Receiver Frame Slips counter shows the number of frame slips for the receiver Line Code Errors Line Code Error is defined as an occurrence of a bi polar variation or excessive zeroes Bit Errors Bit Errors are defined as a CRC 6 error in ESF FT bit error in SLC 96 and F bit or sync bit error in SF Setup Failure RED ALARM LCV LCV Line Code Vio lation...

Page 192: ...tems whereby successive ones marks are alternately inverted and sent with opposite polarity of the preceding mark B8ZS Binary 8 Zero Substitution sends two violations of the bipolar line encoding technique rather than inserting a one for every seven consecutive zeros You can set the Zero Code Suppression to None default setting Jam Bit 8 GTE or Bell Zero Code Suppression inserts a one bit to preve...

Page 193: ...are connected back to back with a T1 span the System Clock Master check box must be checked for the T1 board that has not been designated by the MVIP setting as the system s master clock to drive the MVIP bus If four T1 boards are in the same AltiServ system where each pair is connected back to back with a T1 span The System Clock Master check box must be checked for one of the T1 boards from the ...

Page 194: ...ard can be configured to either T1 or ISDN PRI through the configuration options within the window Note In a tie trunk configuration set the trunks to Out of Service before changing the trunk type from T1 to PRI or vice versa Otherwise the system will generate garbage call records to your internal or external logger service See Setting General Trunk Attributes on page 173 for details Figure 11 T1 ...

Page 195: ...Switch Mode The top four settings are used for a connection to a CO switch AT T 4ESS PRI AT T 5ESS PRI NT DMS 100 PRI NI 2 PRI default The bottom four settings are used for a PRI tie trunk configuration where two AltiServ systems are connected back to back In such a configuration one AltiServ system must be configured as Network and the other as User For example set one to US NI 2 PRI Network and ...

Page 196: ... span and to designate the last channel as the D channel Custom ISDN PRI select this option to set the D channel to the desired location For future use The following two settings will be used in conjunction with the Custom ISDN PRI setting in a future release Set the D Channel using the drop down list Type in a B Channel Logical Interface ID Enable Tie Trunk check this box to enable a tie trunk No...

Page 197: ...ISDN Numbering Plan dialog box The PRI ISDN Numbering Plan dialog box displays the six classes of numbers call type that can be sent to a CO 101CCCC Numbers CIC Carrier Identification Codes dialing 011 International Numbers for placing calls outside the U S 1 10 digit Numbers for local and long distance calls that require dialing 1 before the number 10 digit Numbers for local and long distance cal...

Page 198: ...e service Use the drop down list to identify the type of carrier service you wish to use for your ISDN PRI lines The choices in the list depend on the specific switch and your long distance service provider An example of such service includes AT T Megacom Note If your CO requires specific NSF features to be present in the call setup packet please contact AltiGen s Technical Support department with...

Page 199: ...g Common Symptoms The most common problems when installing T1 or PRI services 1 The service provider misconfigures your T1 PRI service or terminates your service improperly 2 T1 is installed but not turned on because there is no termination device for a period of time 3 T1 is turned on but channel is not in service AltiAdmin provides basic troubleshooting information in the T1 Span Configuration w...

Page 200: ...em every 15 seconds Once the situation is 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 please try again later There are three ways to access the Trunk Configuration window Select the Management menu then select Trunk Configuration or Click the Tr...

Page 201: ...e 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 same as in the Trunk View window that is slot channel for example channel 15 on the board in slot 1 is location 01 15 When you select a trunk in this list the options and parameters for the trunk appear in the settings in th...

Page 202: ... Description Access Code Access code to the selected trunk If you need to use access codes other than 9 you must first set this up on the Number Plan window of System Configuration Setting a System Number Plan on page 104 This option is not available for a DID trunk Note It is recommended that you set this value to None for trunks on 30 port VoIP boards This will prevent users from directly access...

Page 203: ... to up to 100 paging systems through trunks for multi zone paging applications If the manually selected paging ID is used by another trunk the current paging ID is not changed The trunk paging is accessed using the Overhead Paging by Trunk 45 Feature Code For example a user dials 4508 to connect to a paging system through the trunk with paging ID of 08 The Overhead paging feature requires paging e...

Page 204: ...articular string to be sent before the dialed number enter the string in the Transfer Predial String box If no string is set as a predial string FLASH is used Attribute In Service makes the trunk available for use Out of Service prevents the trunk from being used for example while performing maintenance Tenant Selection The Tenant group assignment for the trunk configured from the Tenant Table win...

Page 205: ...st entry to view the Quantum Trunk Line Properties dialog box Figure 3 Quantum Trunk Line Properties window Note that you can use Apply to on this dialog box to apply changes to other trunks of the same type See Configuring One or Multiple Trunks on page 173 Trunk Properties Opens a dialog box that allows you to configure low level hardware specific properties for each trunk The options vary depen...

Page 206: ...ending on the country External Incoming Ring Type Select single or double Centrex Flash Duration ms Specifies the Flash Duration time in milliseconds with a range from 50 ms to 1000 ms This setting complements the Centrex Flash Support option in the General window for the trunk Detect Trunk Status By Loop Current When selected causes detection of the Quantum trunk status using a loop current Enabl...

Page 207: ...cannot guarantee loop break this may be the only option Polarity Reversal a reversed battery signal You can set the Loop Break Signal to either 200 or 600 ms Receive Gain Slide setting adjusts the incoming volume from 6 dB to 6 dB for every Triton Analog Trunk channel The default setting is 0 dB and it is highly recommended not to change this setting Caution Setting the volume too high will cause ...

Page 208: ...t in the Trunk Configuration window then click the Trunk Properties button or double click the list entry to view the Configuration dialog box Figure 4 Triton Analog Trunk Properties window Note that you can use Apply to on this dialog box to apply changes to other trunks of the same type Parameter Description Interface Type For the LS GS model can be one of the following Loop Start Trunk Ground S...

Page 209: ...ng complements the Centrex Flash Support option in the General window for the trunk Enable Dial Tone Detection Outgoing Detects outgoing dial tone Loop Break Duration ms Disconnects signal if CO breaks loop current You can set the duration from 200 to 1000 ms Tone Disconnect Busy tone reorder tone fast busy tone error tone etc or dial tone continuous tone etc This should be used in conjunction wit...

Page 210: ...nk Configuration To configure a Triton VoIP channel select a Triton VoIP channel from the trunk channels list in the Trunk Configuration window then click the Trunk Properties button or double click the list entry to view the Triton VoIP Trunk Line Configuration dialog box Figure 5 VoIP Trunk Configuration window ...

Page 211: ...onnection to be opened MWI Enable Message Waiting Indication MWI feature which activates a message waiting light on an IP phone to inform a user of unheard voicemail messages Silence Suppression Suppresses silence packets during VoIP sessions When silence is detected during a call AltiWare IP stops sending packets to the other side When silence is detected during voice mail the silence period is n...

Page 212: ...Properties To configure a Triton T1 PRI channel select a Triton T1 PRI channel from the trunk channels list in the Trunk Configuration window then click the Trunk Properties button or double click the list entry to view the Triton T1 PRI Trunk Line Properties dialog box Figure 6 Triton T1 Configuration dialog box Type Lets you select between a 12 port G 723 1 configuration and a 30 port G 711 conf...

Page 213: ...the maximum time out delays in seconds and the appropriate sequence of symbols to be collected for Caller ID and DID Max seconds before the first digit Maximum wait time before time out for the system to identify this digit after either the first ring in ground start or loop start or the wink in wink start The range is from 1 6 seconds or None with a default value of 3 seconds Do not change this v...

Page 214: ...matically disable subsequent entries in the sequence The default sequence is or and then Caller ID and then or and then DID DNIS Or Sets up an additional alternative sequence You can select another set of up to five incoming symbols to collect Not checking any box is equivalent to checking None in the first field Apply to If appropriate you can use this button as described in Configuring One or Mu...

Page 215: ...its 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 second sequence the DID DNIS number For the example let s say the system receives the It then waits 1 second between each digit for the next digit until all digits are received The symbol is a delim...

Page 216: ...ure 8 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 Configuration Business Hours window Setting Business Hours on page 108 During Business Hours Outside Business Hours Non Workdays Within each of these three time slots you have the following routing options fo...

Page 217: ...location in the title bar Figure 9 Out Call Routing window Trunk Configuration If you select Trunk allowed for Outside Calls at Any Time call restrictions set in System Configuration Outcall Routing and Extension Configuration still apply to calls made on the trunk If you select Outside Calls Allowed According to The Following Schedules you can then use the Schedule 1 2 and 3 options to set up to ...

Page 218: ...pilot number which is a type of logical extension You assign physical and 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 the call AltiWare allows up to 32 workgroups to be configured Each workgroup can have up to 128 members and extensions can be as...

Page 219: ...on the settings in some other window The features and functions available in the Extension Configuration windows vary depending on the type of extension selected When you select an extension in 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 setting u...

Page 220: ...ou do not re assign the same name to others because the name is not an attribute that uses Apply to Accessing Extension Configuration To access Extension Configuration either select Extension Configuration from the Management menu or click the Extension Configuration icon on the Quick Access Toolbar Setting up Extensions The Extension Configuration General window provides for creating extensions a...

Page 221: ...nstallation Administration Manual Figure 1 General window Extension Configuration Adding New Extensions To add a new extension 1 Click the Add button in the General window The Add New Extension dialog box opens Figure 2 Add New Extension dialog box ...

Page 222: ...ysical channels licensed to the user as well as the number of assigned licensed physical channels 4 Depending on the type of extension you re creating take one of the following actions If you re setting a virtual or workgroup pilot number you re done Click OK If you re setting up a physical extension select an available physical location slot and channel for the line then click OK The slots the lo...

Page 223: ...the correct number as the Caller ID on PRI lines With fewer digits the system sends the trunk s configured phone number as the Caller ID If the trunk number is not configured the system main number is sent Tenant a drop down list of Tenant IDs groups to which the extension can be assigned See Using a Tenant Table on page 134 for more information on Tenants Note If an extension is assigned to N A i...

Page 224: ...he extension Email Name the user s email name without the domain The default email name is ext extension number that is the letters ext followed by the extension number For example the default email name for extension 2497 would be ext2497 Retrieve Voice Mail by Email Client selected this sends voice mail to the user extension as an email attachment Deselected voice mail is retrieved as voice mail...

Page 225: ... the Previous or Next buttons to change the slot and channel settings until the location you want is displayed Like other changes this change isn t finalized until you click Apply Setting an IP Extension The IP Extension option allows an H 323 compliant terminal device IP phone to connect to AltiServ IP extensions have the same features as analog stations For system requirements and limitations on...

Page 226: ...ls to the second system This happens if a physical extension on one system calls a second system via an IP trunk logs into an extension and enables an IP connection As long as the connection is active all IP trunk calls from the first to the second system will receive a dial tone rather than the Auto Attendant From the dial tone callers can dial extension numbers on the second system Setting VoIP ...

Page 227: ...he list select the codec to use for this extension Parameter Description Static IP Extensions Lists IP extensions with static IP addressing you have created in the Extension Configuration window Servers Lists other AltiServ servers you have entered in the IP Dialing Table window which have AltiServ to AltiServ connections to your server G711 IP Ranges Lists the G 711 dynamic IP address ranges you ...

Page 228: ...Codec Setting dialog appears Figure 4 Add IP Codec Setting 2 In the Add IP Codec Setting dialog specify Single or Range to set a single dynamic IP address or a range of addresses 3 Enter a Start value and for a Range an End value for the dynamic IP addresses your IP extension users can access You cannot use the minimum and maximum values 0 0 0 0 and 255 255 255 255 4 Click OK 5 Repeat these steps ...

Page 229: ...Properties button to open a dialog box that is specific to the board using for the extension The Line Properties are somewhat different for Quantum Board than for Triton Analog Station Boards The subsequent sections deal first with Quantum then with Triton Analog Station Quantum Line Properties If you select a Quantum board extension and click Line Properties you ll see the Quantum Line Properties...

Page 230: ...are settings to one some or all ports on the board Using Apply to is discussed Apply or Apply To on page 190 Parameter Description Message Waiting Signal Type Type of Message Waiting indicator for the phone set None Voltage voltage based indicator FSK Frequency Shift Keying indicator Tone tone based indicator Caller ID Signal Format Message format with which to send Caller ID information None SDMF...

Page 231: ... System Installation Administration Manual You can also access this window by double clicking a span in Channel Mapping List of the Triton Analog Station Board configuration window Figure 6 Triton Analog Station Line Properties dialog box ...

Page 232: ... 128 members or extensions and an extension can be a member of multiple workgroups Note If the workgroup pilot extension is configured to Ring All Available Members the maximum number of members is 20 See Setting Workgroup Handling for details There are three sets of Extension Configuration steps to set up workgroups Parameter Description Message Waiting Signal Type FSK or None Caller ID Signal Fo...

Page 233: ...ferent ways to attach extensions to workgroups 1 If you select a workgroup in the Extension Configuration General window then click the Workgroup tab you open the Workgroup view of the Workgroup window which provides for adding extensions to the selected workgroup and setting workgroup queue handling and overflow 2 If you select an extension in the Extension Configuration General window then click...

Page 234: ...tab The workgroup pilot number appears in the window title bar Figure 7 Workgroup view of Workgroup window Extension Configuration Adding or Removing Members To add extension s to the selected workgroup 1 In the Workgroup view of the Workgroup window click the extension number s in the Not Member list 2 Click Add to move them to the Member list Note If the workgroup pilot extension is configured t...

Page 235: ...tion to one some or all workgroups Handling Queue Overflow In the Workgroup view of the Workgroup window you can also set options for handling long queues or long wait times for callers When a queue exceeds a set number of calls or callers are waiting beyond a set length of time calls are automatically forwarded to an Auto Attendant voicemail box extension or outside number To set options for hand...

Page 236: ...agents To set options for workgroup RNA handling In Workgroup RNA Handling select Enable Forward To then specify settings for an extension outside number or Auto Attendant as necessary You can use Apply to as discussed in Apply or Apply To on page 190 to apply the configuration to one some or all workgroups Assigning Workgroups to Extensions This is the second of the two ways see Establishing Work...

Page 237: ...umber appearing in the window title bar Figure 8 Extension view of Workgroup window Extension Configuration Adding or Removing Workgroup Assignments To assign workgroups to the selected physical or virtual extension 1 In the Extension view of the Workgroup window click the Workgroup pilot number s in the Not Member list 2 Click the Add button to move them to the Member list Note If the workgroup p...

Page 238: ... time 1 Check the Allow Wrap Up Time box 2 Using the drop down lists select the minutes and seconds for the delay Be sure to set at least enough time e g 5 seconds to allow an agent to hit the Wait button in AltiView after putting the caller on hold and going onhook Setting Inter Call Delay Like Wrapup time Inter Call Delay can create time before the next call comes in It can be set for any extens...

Page 239: ...kgroup to which he is a member of To set an agent s outgoing workgroup Choose a workgroup from among the workgroups the agent belongs to If the Allow agent to change checkbox is checked the agent can change their outgoing workgroup from their phone set or from AltiAgent When a user is first assigned to a workgroup it is set as their default outgoing workgroup and remains so no matter how many work...

Page 240: ... in the Extension Configuration General window then click the Station Speed tab Figure 9 Station Speed Dialing window Extension Configuration Editing Speed Dial Entries To add or edit an entry 1 Double click the Station ID number you want to work with or select the number and click Edit A dialog box appears 2 Type in the full number as you would dial it with a maximum of 20 digits per entry For ex...

Page 241: ...omma represents a one 1 second pause Note You can use Apply to to apply speed dialing numbers to one some or all physical extensions See Apply or Apply To on page 190 for more information on using Apply to Setting the Mailbox Options The Mailbox Settings define how voice messages are handled for an extension whether the mailbox is information only or is full featured how messages are announced and...

Page 242: ... to apply mailbox settings to one some or all extensions See Apply or Apply To on page 190 for more information on using Apply to Setting an Information Only Mailbox You can select the Information Only Mailbox check box to set virtual or physical extension mailboxes to Information Only then click Apply or Apply to to set one or more extension mailboxes An Information Only mailbox allows callers to...

Page 243: ...oth new messages and saved messages and they can be applied to multiple extensions 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 AltiGen Voice Mail System messages Announce Time Stamp Before Playback Selected the user hears the timestamp time and date of each mess...

Page 244: ...o work with notification settings select the extension number from the list in the Extension Configuration General window then click the Notification tab to open the Notification window Parameter Description Max Number of Messages Maximum number of messages stored in the user s mailbox The range is 1 999 defaulting to 100 Mailbox Size Mailbox size in MBs of stored messages The range is 1 500 MB wi...

Page 245: ...ome or all extensions See Apply or Apply To on page 190 for more information on using Apply to Setting the Message Types for Notification Select the types of messages for which the extension user is notified None selected the user is not notified with a call regarding newly received messages Selecting this option does not prevent the user from getting message waiting indicators or stutter dial ton...

Page 246: ...ager 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 the pager operator is 7654321 and the pager number to page the user is 12345678 the notification outcall number that needs to be entered is 7654321 12345678 When the pager operator answers the Message Notificat...

Page 247: ...business hours Business hours are set in the System Configuration Business Hours window Setting Business Hours on page 108 From To notification during a specified time of day Select the hours in the From and To time scroll boxes Any Time notification at all times every day Enabling Message Notification After configuring your message notification settings to enable message notification check the Al...

Page 248: ...triction window Figure 12 Restriction window Extension Configuration Note You can use Apply to to apply call restriction settings to one some or all extensions See Apply or Apply To on page 190 for more information on using Apply to Setting Call Restriction Options You can use one of the following options in setting restrictions on an extension or on multiple extensions using Apply to No Restricti...

Page 249: ...e or Return Call From Voice Mail These default settings reduce the risk of international toll fraud Caution Allowing these options may increase the potential for toll fraud if they are not properly administered Allow Calls to be Transferred Conferenced Forwarded to an Outside Number selected the extension user can transfer conference or forward calls to an outside telephone number Checking this bo...

Page 250: ...r example If you are working with the settings for a virtual extension you can use Apply to to apply changes to one some or all virtual extensions but not to physical or workspace pilot numbers To work with extension answering options select the extension number from the list in the Extension Configuration General window then click the Answering tab to open the Answering window Figure 13 Answering...

Page 251: ...e call is sent to extension 100 s voice mail If there is a loop condition in the forwarding chain for example 100 forwards to 101 101 to 102 and 102 back to 100 the call is sent to the first destination s voice mail To enable call forwarding select the Enable Call Forward to check box then using the drop down list indicate the forwarding destination You can use Apply to to act on multiple extensio...

Page 252: ...n the drop down list See A 10 Hop Limit to Call Forwarding for Direct Calls on page 222 Forward to Voice Mail Place Caller in Queue for workgroup numbers and extensions with Multiple Call Waiting discussed in the next subsection Forward to Auto Attendant use the drop down list to select an Auto Attendant to which to route the call Auto Attendant settings are established in Auto Attendant Select on...

Page 253: ...rkgroup extensions of the window To enable these options select Enable No Answer Handling box Use the Number of Rings Before Handling scroll box to select a number between 2 and 20 for the times the telephone rings before the call is handled by the system Select one of the following options for no answer call handling Forward to Extension Select an extension number in the drop down list See A 10 H...

Page 254: ... is no answer that member s extension is automatically logged out of the workgroup Setting Workgroup Handling For workgroups pilot numbers the Extension Configuration Answering window lets you set the handling of normal inbound calls how to route the incoming call to an extension using one of the following options Ring First Available Member first available extension in a workgroup For example if ...

Page 255: ...ly you can use the Service Level Threshold scroll box to select the length of time in seconds that a call can be in queue before the call is logged in workgroup performance statistics as having exceeded the allowable service level limits You can set the value to any number between 1 1200 seconds Configuring One Number Access One Number Access ONA allows you to identify specified callers to be conn...

Page 256: ...You can use Apply to to apply some ONA settings to one some or all extensions of the same type physical to physical workgroup to workgroup etc but only if the extensions are ONA enabled in the Answering window See Apply or Apply To on page 190 for more information on using Apply to Enabling One Number Access In the One Number Access window you enable the function by selecting one of the following ...

Page 257: ...s at a future time Setting Caller ID Verification You can select the Verify Caller ID based on the following checkbox and then type in up to 10 phone numbers in the text boxes Whenever the system detects a call from one of the numbers entered here during the selected schedule the system searches for you by dialing the numbers configured in the Forwarding Number fields Caution If ONA is enabled and...

Page 258: ...ld be dialed after keying the access code Enable the Check Password option to force users to enter their extension password when a call is forwarded to them via ONA This ensures that only the owner of the forwarding extension can answer the call Note If you disable this option a call forwarded via ONA that is picked up by a voicemail box or answering machine will connect and will not try any subse...

Page 259: ...orkgroup pilot numbers in the Monitor list have no effect in AltiAgent or AltiView regardless of the AltiAdmin settings a user cannot monitor a workgroup to which he or she does not belong and a user always has monitoring rights to every member of a workgroup to which he or she does belong Note These restrictions can be overridden by third party applications that make calls through AltiLink Plus C...

Page 260: ...to add to the extension user s AltiView Change Monitor window 2 Click Add to move the extensions to the Monitor List To remove members 1 Select the extensions in the Monitor List 2 Click Remove Select the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected extension Click the Default button to return the settings to the default the extension can mon...

Page 261: ...Setting Up Monitor Lists 232 AltiWare OE System Installation Administration Manual ...

Page 262: ...s for particular 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 there are three AltiWare functions dealing with restricting outgoing calls The Dialing Pattern function discussed in this section in Setting Dialing Pattern Routing on page 238 is used to set u...

Page 263: ... Routing Configuration 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 Routing Configuration window Figure 1 Route Definition window Out Call Routing Configuration ...

Page 264: ... the discussion that follows Editing a Route Definition To define a route definition 1 Select and highlight the route in the definition list 2 Make changes to the definition attributes You can change the following attributes Route Name You can change the name but not the index number Digit Manipulation For each route you can insert extra digits or remove prefix digits from the number dialed by the...

Page 265: ...hen click the left arrow to move the trunks to the Member Trunks list Similarly you can move trunks to the Non Member list to remove them from the definition Use the Up and Down buttons to set the order in which the trunks are accessed Highlight the member trunk you wish to move then click Up or Down to place the trunk in the desired position 3 Click Apply Deleting a Definition To delete a route d...

Page 266: ...ts to select up to six route definitions The order you set from 1 to 6 is the order used by the system when placing the call About Call Routing and 911 Calls Important If you use Call Routing for 911 make sure that the default 911 route is configured to the route that can accept 911 calling capability Failing to do so may cause 911 direct dialing failure You can leave the 911 default in which case...

Page 267: ...hich the 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 window to block calls that begin with 767 but to accept and route calls to 767 2676 by disallowing a 767 entry while setting up and providing routing for a separate 767 2676 entry Click the Dialing Pattern tab on ...

Page 268: ...owing discussion Editing a Dialing Pattern To edit or 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 can change the prefix number and pattern length for a prefix Disallow this dialing pattern check box Select this to block calls that match the dialing...

Page 269: ...led application This could cause some calls to fail Here is how you would enable 10 digit dialing 1 On the Route Definition tab define a route that deletes one digit from the head 2 On the Dialing Pattern tab create a dialing pattern with Prefix set to 1 area code such as 1408 and Pattern length set to 11 where area code is different from the AltiServ system but requires 10 digit dialing 3 Assign ...

Page 270: ...s that do not require an operator s assistance can be handled effectively and appropriately In AltiWare OE 4 0 and higher the Auto Attendant can handle more complex call processing tasks such as handling web based calls in addition to PSTN calls It can also accept text or digits input by the user For example if the Auto Attendant prompts the caller to enter an account number the call and associate...

Page 271: ...and how many menu levels you will use Based on the action choices in each menu write down the appropriate prompts or phrases that are to be played at each menu level 2 Record phrases for each menu level or use the pre recorded phrases that are available to you See Phrase Management on page 251 for more details on how to record custom phrases use pre recorded phrases and use professionally recorded...

Page 272: ...Auto Attendant Configuration AltiWare OE System Installation Administration Manual 243 Auto Attendant Configuration Auto Attendant Configuration Example Auto Attendant Planning ...

Page 273: ... 6 7 8 9 0 Operator To Operator Auto Attendant ID 120 Phrase 30 Sales Digit Meaning Action 1 Hardware Call Extension Workgroup 310 2 Application s Call Extension Workgroup 320 3 Check Order Status GoTo Item 127 Collect Order 4 Other Ques tions etc Call Extension Workgroup 311 5 6 7 8 9 0 Planning is essential in organizing an Auto Attendant menu structure that makes sense Planning also helps you t...

Page 274: ...ault with the menus blank You can edit these as described in Editing Auto Attendants on page 246 You don t need to add a new Auto Attendant if you re going to use 16 or 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 Figure 1 Auto Attendant Select window Add opens the Add Auto Att...

Page 275: ...ect dialog box Export exports all Auto Attendant settings to an html file Editing Auto Attendants To edit an Auto Attendant select Auto Attendant Select from the Management menu or select Auto Attendant Select from the Quick Access Toolbar When the Auto Attendant Select window appears select an Auto Attendant in the list and click the Edit button This opens the Auto Attendant window with the Auto ...

Page 276: ...panding menu tree in the display at the left To use a longer example 09375 would mean that at the root level 0 menu item 9 is expanded and on the expanded menu item 3 is selected In turn item 3 is expanded and on that expanded menu item 7 is selected Item 7 is selected and on that expansion item 5 is selected Item Name the name you wish to assign to the menu item Digit Position Meaning Example Fir...

Page 277: ...enu item This drop down list contains the available actions which are as follows Table 11 Auto Attendant Actions Action Description No Action An invalid message plays and the menu is repeated Level Expand Tree Plays the prompt for the next menu level down Level Repeat Cur rent Level Repeats the current prompt Level Go to Top Level Repeats the first prompt at the root level and returns the options ...

Page 278: ...cord Mes sage Records the caller s message A drop down list appears from which you select the extension to which to route the voice message VM Mailbox Access Routes the call to the AltiGen Voice Mail System voice mailbox after successful login This is nor mally assigned to the digit Adv System Call Back Calls the user at a remote location only after the caller logs in with extension and password T...

Page 279: ...ts before timing out Web Call Response Timeout the length of time the system will wait for digits after responding to a web based call before timeout 2 Click the expanded menu item in the item tree and treat it as a normal item that is give it a name a prompt a push URL if appropriate and an action to take Making Auto Attendant Assignments Once the Auto Attendants are set up you can use them in va...

Page 280: ...section covers information using pre 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 Attendant greeting at the root menu level Phrases 0291 through 0297 are phrases used for workgroup queue prompts Phrase Phrase 0001 default Thank you for calling If you...

Page 281: ...99 5 Record 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 additional prompts or star to exit Phrase Management 0295 Thank you for your patience We should be with you soon For your convenience you may leave a message if you wish by pressing the key on you...

Page 282: ...h prompt you would like recorded 2 Submit 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 WAVE file s into the proper AltiWare format If using Worldly Voices this conversion is done for you If you are using a studio other than Worldly Voices the convers...

Page 283: ...Phrase Management 254 AltiWare OE System Installation Administration Manual ...

Page 284: ...through the Management menu or through AltiWare Tools Audio Peripheral Configuration The Audio Peripheral Configuration window see Figure 1 is used to set up Music On Hold System Default Beginning and Update Prompts for Callers in Queue Overhead Paging You can access Audio Peripheral Configuration by selecting it from the Management menu Figure 1 Audio Peripheral Configuration window ...

Page 285: ... Quantum or Triton Analog Station board number to which the audio equipment is attached Setting Greeting and Update Prompts To play a prompt before placing the caller into a hold queue 1 Select the Play Prompt Before checkbox 2 Use the drop down list to select the prompt number you want to use for the greeting message Creating prompts is discussed in previous sections To play an update prompt ever...

Page 286: ...ly choose the master board Figure 2 Clock Configuration dialog box By default the setting of the clock configuration is set to Auto This means that the system automatically checks all the boards for the most stable clock and designates that board as the master reference clock by which all other boards reference their clocks Note It is recommended to use the Auto setting Do not select Manual unless...

Page 287: ... This is a toggle feature so pressing 6 at the Personal Options menu will turn it back on if it is off You may however want to completely disable this feature for all users To disable Feature Tips system wide 1 Select Run from the Start menu and enter regedit to open the Registry Editor Caution Changing the registry can affect the configuration of your system We recommend making a backup copy of t...

Page 288: ... 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 Using Backup and Restore You can also access this feature by selecting the AltiWare OE Backup and Restore Utility program from the AltiWare folder accessible from the Start menu To access the feature click System Data Management on the Service Menu Figure 1 Syst...

Page 289: ...u select 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 the dialog box the selected drive or directory is displayed in the box below the Backup To drop down list Note You cannot select Advanced to choose a directory and at the same time select a startin...

Page 290: ...n to view the Backup Schedules dialog box Figure 3 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 the time These time settings use a 24 hour clock You can accept the default target directories or you can click the Folder to open the Browse for Folder to select the destination or the back...

Page 291: ...t select the day 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 to restore from Selecting a day of the week or manually choosing the restore directory the directory specification appears in the text box below the drop down list Note The component...

Page 292: ...tem 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 To open the System Summary report window select the Report menu from the Main Menu Bar and then select System Summary from the drop down list or select the System Summary icon from the Quick Access...

Page 293: ...view the System Log select the Report menu from the Main Menu bar then select System Log from the drop down list or select the System Log icon from the Quick Access Toolbar You can also view the system log by running the LogViewer exe program in the altiserv exe folder Figure 2 System Log window The Summary box displays information on each channel for each card Select a channel in the Summary box ...

Page 294: ...ion for all calls Figure 3 IP Cumulative Traffic Statistics window This window displays the following data Parameter Description Internet Address Displays the IP address or fully qualified DNS name of the remote location Packets Sent Displays the number of voice packets sent to other AltiServ systems over the public or private IP network Packets Received Displays the number of voice packets receiv...

Page 295: ...n reset the AltiWare IP Cumulative Traffic Statistics by clicking the Reset button Also this window automatically resets all fields to 0 when the AltiServ system is shut down and restarted Statistics gathered before the reset are not saved Packets Lost Displays the number of voice packets that have been lost due to prolonged delays network congestion or routing failure Average Jitter displays the ...

Page 296: ...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 voice and data communication devices utilizing network protocol software to communicate and exchange information Protocol A protocol is a set of rules and methods by which telephone equipment and computers exc...

Page 297: ...ternet Message 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 address is an identifier for a node station or unit of equipment in a network There are many methods of accessing the network such as email or Hyper Text Transport Protocol HTTP Gopher etc Alti...

Page 298: ...Fax Video If you include more than 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 attachments within individual email messages When a MIME file with attachments arrives at your workstation additional processing begins immediately As the various atta...

Page 299: ... Messaging using email over the AltiServ system Before You Begin To set up email for the AltiServ system you need to have the following installed on the AltiServ Windows NT network interface card installed and Windows NT network capability enabled Network TCP IP installed and configured Internet connection if sending and receiving emails over the internet Multi media stations PCs as clients Settin...

Page 300: ... will need to enter this address later in the TCP IP configuration setup for both the server and client stations Step 2 Setup the Router Install the router on the LAN The router is the gateway to another LAN or to the Internet 1 Specify a router that is on the same LAN as the AltiServ server such as ISDN or T1 2 Assign an IP address one of the block of IP addresses obtained from the ISP to the rou...

Page 301: ...dresses obtained from your ISP to the AltiServ Subnet Mask enter the Subnet Mask obtained from your ISP Default Gateway enter the email Gateway the router address 3 Select the DNS tab at the top of the TCP IP Properties window see Figure 3 to configure Domain Name System Note You must configure the DNS tab if you want to exchange email through the Internet Configure the following Host Name enter t...

Page 302: ...or server name your AltiServ is the server that actually receives the mail or messages For example AltiGen has named its server global_cti 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 Important If you have a Windows NT or Windows 2000 server you must stop the...

Page 303: ... Expand Services and Applications in the tree to view Internet Information Services 3 Select Default SMTP Site in the tree 4 On the toolbar click the Stop button You can now proceed with the steps given below To configure the AltiServ for email service 1 On the Management menu select System Configuration and click the Messaging tab to open the Messaging window 2 Configure the E Mail Messaging Opti...

Page 304: ...il name in the E mail Name data entry field see Figure 1 4 Allocate the system storage capacity for extensions in the Mailbox Setting window of Extension Configuration Each user s needs might be different The default is 50 MB of storage which on the average will give each user room for 100 messages Refer to Setting the Mailbox Options on page 212 for more details Setting Up LAN and Internet Email ...

Page 305: ...ation i e associates the WAV files with sound recorder application Setting up an Exchange Server This section provides you with step by step instructions to configure the Exchange Integration feature in AltiWare OE for the Microsoft NT 4 0 server and the Microsoft NT 2000 server Exchange Server Windows NT 4 0 Integration In the example that follows the AltiServ system is called TELESYSTEM and the ...

Page 306: ... check the Windows NT version Click the Start button select Run and type winver in the Run dialog box This opens an About Windows NT dialog box that displays the version of NT running on your system It should say Version 4 0 Build 1381 Service Pack 6 Revised Service Pack 6a If you have an older version of NT upgrade to the latest version Check http www microsoft com ntserver to get the latest serv...

Page 307: ...e the domain names are the same To verify AltiGen Services 1 Select Start Control Panel Services A Windows Services dialog box will be shown as in this example Figure 5 Windows Service window 2 Select AltiGen Switching Service COM Server from the control panel of AltiServ 3 Highlight the AltiGen Switching Service Com Server and click the Startup button A Service startup options dialog box will pop...

Page 308: ...nge Server Prerequisites Exchange Server 5 5 with Service Pack 3 Successful ping to the AltiServ and vice versa Exchange Server Services must be started To check the NT version Click the Start button select Run and type winver in the Run dialog box To check the Exchange Server version Click About in the Exchange Administrator To ping the Exchange Server from AltiServ and vice versa From the AltiSe...

Page 309: ... Services Window 2 Check the status of the following services to see if they are started Microsoft Exchange Directory Microsoft Exchange Event Service Microsoft Exchange Information Store Microsoft Exchange Message Transfer Agent Microsoft Exchange System Attendant If any of these services are not started select the service and click Start in the Services window to start it If a service cannot be ...

Page 310: ...r For testing purposes create an Exchange mailbox for NT account Domain AltiGen_ AltiservSystemName e g ALTICHINA AltiGen_TELESYSTEM Open the Exchange Administrator on the Exchange Server and do the following 1 Select New Mailbox from the File menu 2 Input a mailbox name for example first name AltiGen last name Assist display name AltiGen Assist and alias name AltiGenA 3 Click Primary Windows NT A...

Page 311: ... the Exchange Server or a trusted domain 5 Give Service Account Admin rights to AltiServ service account in the Exchange server See Note 3 on page 293 Microsoft Exchange Administrator Configuration 1 In Microsoft Exchange Administrator highlight the Organization container Organization is the top item in the hierarchy on the left of the Exchange Admin window Figure 9 Microsoft Exchange Administrato...

Page 312: ...above two steps for the Domain and Configuration containers The name of Site is ITGTEST1 The name of Configuration is Configuration 6 Stop and restart all 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 enable the Exchange Integration feature you MUST...

Page 313: ...values for the Microsoft Exchange Server and Mailbox Enter the name of the Exchange server and enter the test mailbox we created AltiGen Assist in the Mailbox field 4 Click the Next button to bring up the next dialog box which asks a Travel question to which you should answer No then click Next 5 Once you have completed the Setup Wizard a final dialog box appears indicating that the information se...

Page 314: ...nu options Figure 12 Outlook Tools menu 2 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 set of steps If there is a menu item Accounts it means Outlook 2000 is in the mode of Internet Only Perform the following steps to change Outlook 2000 to the mode of Corporate or Workgroup 3 Click Options to open the Options dialog box...

Page 315: ... or Workgroup and click Next When a dialog box pops up click Yes To configure an Outlook 2000 profile 1 Start Outlook 2000 Select Services on the Tools menu to open the Services dialog box Figure 15 Outlook Services If Microsoft Exchange Server is in the list of services in this profile proceed to Enabling the Exchange Server on page 288 If Microsoft Exchange Server is not in the list of services ...

Page 316: ... Apply and then OK You will see Microsoft Exchange Server in the list in the Services window 5 Optional Select Microsoft Exchange Server in the list box and click Properties to see its configurations The Microsoft Exchange Server dialog box appears If you need to you can use this Properties dialog box to change the name of Microsoft Exchange Server and Mailbox To Test the configuration 1 Restart O...

Page 317: ...ltiserv exe directory a From Windows NT Explorer go to the altiserv exe folder If mapi32 dll and gapi32 dll remain in this folder delete them 2 In AltiWare Administrator AltiAdmin configure the extensions that are to be synchronized with their corresponding mailboxes in Exchange server a From the Extension Configuration General window example below select an extension that needs to be synchronized...

Page 318: ...General window Extension Configuration Make sure that the E mail Name field contains alphanumeric characters only and does not contain other characters such as spaces or periods 3 In Exchange Administrator ensure that for each mailbox in Microsoft Exchange Server to be synchronized the First Name and Last Name are exactly as they appear in their corresponding extensions in AltiAdmin ...

Page 319: ...e Initial field should be empty for Exchange Server mail accounts in order for Exchange Integration to work properly Figure 18 Mail account configuration in Exchange Administrator 4 Use these preceding steps to double check the synchronization of all mailbox names used jointly by AltiServ and Exchange Server ...

Page 320: ...ck the Synchronize with Exchange Server box only Figure 19 Messaging window System Configuration 3 Enter the name of the Exchange Server e g MAILSERVER in the space provided and click Apply This completes the configuration for the Exchange Integration feature Testing the Exchange Server Setup You can use some simple procedures to make sure that the Exchange Integration feature is working correctly...

Page 321: ... Listen to VM in Outlook Open the message in Outlook and open the WAV attachment It should be the same message To check Deletion Notification 1 Delete this message from Outlook 2 Wait for a couple of minutes and then log on to extension 100 s voice mail from a phone The voice mail should no longer be there If any of these tests fail consult the Troubleshooting Tips section Troubleshooting Tips To ...

Page 322: ...tion Service from Control Panel Services If this doesn t work contact AltiGen Technical Support see Registration Technical Support on page 395 Notes Email client confirmed to work on the AltiServ system is Outlook 2000 using Corporate or Workgroup mode Note that this is the client installed on AltiServ host The client running on the end user computer is irrelevant Prevent attempts by the Exchange ...

Page 323: ...dows NT server with the AltiWare OE software One Windows 2000 server with Exchange Server 2000 software Important When you install the Exchange Server you must log in as the Domain Administrator NOT the Local Administrator Also note that the Windows 2000 server must be the Primary Domain Controller AltiServ System Prerequisites Windows NT 4 0 AltiWare OE software version OE 4 5 or higher The AltiS...

Page 324: ...ltiWare Administrator The version displayed should be AltiWare OE 4 5or higher To check the domain On the AltiServ system go to Start Settings Network and Dial up Connections In the left panel of the Network and Dial up Connections window click the Network Identification link Verify that you see two text entries Full Computer Name and Domain Note the value in the Domain field Repeat the same steps...

Page 325: ...DMINE AltiGen_ALTIWARE4_1 If this account is not available you must reinstall AltiWare while logged in as a domain administrator with local administrator privileges Exchange Server Prerequisites Exchange Server 2000 software Important When you install the Exchange Server you must log in as the Domain Administrator NOT the Local Administrator Also note that the Windows 2000 server must be the Prima...

Page 326: ...ed To check the Exchange Server version Click About in the Exchange Administrator To ping the Exchange Server from AltiServ and vice versa From the AltiServ system open a MS DOS window and type ping exchange server name then press enter For example type ping mailserver You should see Reply from as the response If you see Request timed out there is something wrong with your network settings or conn...

Page 327: ...he following services to see if they are started Microsoft Exchange Event Microsoft Exchange IMAP4 Microsoft Exchange Information Store Microsoft Exchange MTA Stacks Microsoft Exchange POP3 Microsoft Exchange Routing Engine Microsoft Exchange Site Replication Service Microsoft Exchange System Attendant If any of these services are not started select the service and click the Start arrow in the Ser...

Page 328: ... expand the Servers to locate the Exchange 2000 server Right click its name to pop up a menu select the Properties command to open the Properties dialog 3 In the Properties dialog select the Security tab and click the Add button to open a Select dialog 4 In the Select dialog highlight the AltiWare server name and click the Add button below Figure 23 Adding the AltiWare server 5 Click OK to close t...

Page 329: ... that the AltiGen Service account has been added properly 1 From the Windows Start button launch Programs Microsoft Exchange Active Directory User and Computers 2 In the left panel of the Active Directory User and Computers window expand the domain name then open the Users folder Locate the server name as the AltiGen Service account in the list of Users Figure 25 The AltiGen Service Account ...

Page 330: ... settings for Exchange Server for Windows NT 4 0 Integration follow steps under Enabling the Exchange Server on page 288 Testing the Exchange Server Setup Same as settings for Exchange Server for Windows NT 4 0 Integration follow steps under Testing the Exchange Server Setup on page 291 Troubleshooting Tips Same as Exchange Server for Windows NT 4 0 Integration refer to Troubleshooting Tips on pag...

Page 331: ... 302 AltiWare OE System Installation Administration Manual 1 Run Program Exchange System Manager Server 2 Right click on the name of Exchange Server to integrate 3 Go to Properties Security Add name of AltiGen Server linked up ...

Page 332: ... To troubleshoot this integration you may 1 run an Exchange Server Trace or 2 login to AltiWare as Domain Administrator Open Outlook and right click to Properties and look for show profiles About AltiReach Configuration The AltiReach Call Management system allows AltiServ to provide remote and local desktop call management to users using the Intranet or Internet via a standard Web browser AltiReac...

Page 333: ...te tab the IP Address is set to the address of the AltiWare server Under the Properties Home Directory tab the following configu ration is established The Local Path shows c altiserv webmgmt where c is the local drive where AltiWare is installed On this local path Read and Directory Browsing NT or Directory Browsing Allowed Windows 2000 are both selected In the Application Settings group In Window...

Page 334: ...TAPI implementation has two components TAPI Proxy Server installed on the AltiServ server system TAPI Service Provider installed on each client system Note With AltiWare OE 4 5 only outbound dialing functions are supported in the TAPI gateway Users can make outbound calls from their extensions but call control functions such as transfer hold and park are not supported in OE 4 5 Also users cannot m...

Page 335: ...talled on a separate PC Otherwise it won t be able to detect your devices To install TAPI Proxy Server on the server 1 Locate the TAPI Gateway folder on your AltiWare OE CD ROM 2 In the Tapi_Server subfolder run SETUP EXE The service is started automatically No configuration parameters need be set on the server To install TAPI Service Provider on the client system 1 Locate the TAPI Gateway folder ...

Page 336: ...nd Modem Options 2 On Windows NT click on the Telephony Drivers tab On Windows 2000 click on 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 AltiGen TAPI Configuration dialog box click Extension 6 Enter the extension number and password of the entry you want to change and click Remove 7...

Page 337: ...Changing TAPI Configuration Parameters 308 AltiWare OE System Installation Administration Manual ...

Page 338: ...w and AltiConsole with the following exceptions which are unavailable on an IP extension 81 Hands free Intercom mode 82 Hands free Manual answer mode Distinctive ringing double ring for internal calls single rings for external calls In addition the Location column in the Extension View in AltiAdmin will show the IP address used by any extension currently logged onto an IP extension IP Connections ...

Page 339: ... on configuring the Triton VoIP board and the IP trunks refer to Configuring the Triton VoIP Board on page 147 and Setting General Trunk Attributes on page 173 2 Ensure that you can make calls over IP by creating an entry at least an entry with the IP address of the AltiServ system in the IP dialing table and then dialing IP Trunk access code IP dialing table entry code extension number Make sure ...

Page 340: ...ote that dynamic IP addressing will show a different IP address in the Location column of the Extension View every time the extension user enables an IP extension Clients Currently AltiGen certifies the following four IP phone adapter devices Quicknet PhoneJack PCI adapter and PhoneCard PCMCIA adapter with Internet SwitchBoard software Siemens HiNet LP5100 IP Phone Polycom SoundPoint 500 IP Phone ...

Page 341: ...kers should not be used since the speaker s output would be fed back to the microphone and cause severe echoes NetMeeting 3 01 which is automatically installed with Windows 2000 Users can check to see if NetMeeting is installed by looking under Programs Accessories Communication from the Windows Start button If not it is available for download from the Microsoft website at http www microsoft com w...

Page 342: ... allows internet users to talk to an extension via VoIP and share web pages System Requirements Client Server System only AltiWare OE Release 4 5 or higher running on Windows 2000 or Windows NT Client System Microsoft Internet Explorer 5 5 or better or Netscape 4 7 or better NetMeeting 3 01 and Sound Card Web Server Microsoft Internet Information Services IIS 4 0 5 0 AltiWeb Components Figure 1 Al...

Page 343: ...xit all Windows applications 3 Insert the AltiWeb CD into the CD ROM drive of the IIS web server 4 Run the Setup exe program by selecting Start Run and typing D Setup exe where D is the letter of your CD ROM drive Follow the step by step installation instructions as they appear on the screen 5 AltiWeb installs into the Home directory of the IIS server To verify installation start IIS and select De...

Page 344: ...ialog the Local Path field shows AltiWeb s physical location on the drive in this case C Inetpub wwwroot altiweb AltiWeb Directory Structure The AltiWeb directory contains the following subdirectories Applet Sample files you can use to set up AltiWeb Refer to the following sections for details Docs Documentation on AltiWeb Images Graphics used in the html files residing in the Applet directory Fig...

Page 345: ...in AltiWeb applet NetMeeting htm Error message indicating NetMeeting not found and providing opportunity to download Nsapplet zip Contains files necessary for the proper functioning of AltiWeb Do not modify this file Nsplugin zip Contains files necessary for the proper functioning of AltiWeb Do not modify this file productid htm Page where caller enters product ID sales_cid htm Frameset for custom...

Page 346: ...d script language JavaScript src altiweb js script script language JavaScript tagURL location href script head For more information on configuring IVR Data Refer to Configuring Auto Attendant for Scenario 2 on page 328 Form Data Customizing Contactaltigen htm on page 321 or Cus tomizing Contact htm on page 326 Figure 4 Caller Data window in AltiAgent The URL History shows all URL paths to tagged h...

Page 347: ...ing scenario based on contactaltigen htm exemplifies the simplest implementation of AltiWeb 1 A web caller browses the company web site and has a question regarding some product information 2 The web caller clicks the contact us link on the web page The Customer Information page contactaltigen htm opens Figure 5 Contactaltigen htm page ...

Page 348: ...e caller s computer or it s not configured correctly an error message displays Note This scenario directly dials a preset extension You can also set the AltiWeb window to display a DialPad the caller can use to dial any extension For details refer to Customizing Contactaltigen htm on page 321 4 Once NetMeeting successfully connects to an AltiGen VoIP port the web caller is routed to the proper ext...

Page 349: ...gent user the Caller Data window shows the Form Data and URL history 6 From this point in addition to voice communication the agent can push and share web pages with the caller For procedures refer to the section on Viewing Sharing or Pushing Data in the Contact Advantage manual Figure 7 Caller Data window in AltiAgent ...

Page 350: ... DialPad visibility By default the code is set to hide the Dial Pad value 0 and to dial a specific number value 300 To show the Dial pad change the values as shown below Show DialPad Let Caller Dial Extension input type hidden name Extension value input type hidden name DialPad value 1 Hide DialPad Autoconnect to Extension 300 input type hidden name Extension value 300 input type hidden name DialP...

Page 351: ...nt The following scenario based on contact htm exemplifies a customized implementation of AltiWeb 1 A web caller browses the company web site and has a question regarding some product information 2 The web caller clicks the contact us link on the web page The Customer Information page contact htm opens Figure 8 Contact htm page ...

Page 352: ...sible Note If NetMeeting is not installed on the caller s computer or it s not configured correctly an error message displays 4 Once NetMeeting successfully connects to an AltiGen VoIP port the web caller sees the Customer Support page and hears a prompt requesting the selection of Sales or Tech support Note The DialPad is visible to allow the web caller to close the Auto Attendant windows and dia...

Page 353: ...and the Customer ID window customerid htm appears Figure 10 Customer ID window 6 Once the caller enters the customer ID and clicks Submit the Product ID window productid htm appears Figure 11 Product ID window 7 After the caller enters the product ID and clicks Submit the web caller is routed to the proper extension ...

Page 354: ...t user the Caller Data window shows Form data IVR data and URL history Figure 12 Caller Data window in AltiAgent 9 From this point in addition to voice communication the agent and caller can share web pages For procedures refer to the section on Viewing Sharing or Pushing Data in the Contact Advantage manual ...

Page 355: ... 153 203 2 Set DialPad visibility By default the code in contact htm is set to show the Dial Pad value 1 and not to dial a specific number value To hide the Dial Pad change the values as shown below Hide DialPad Autoconnect to Extension 300 input type hidden name Extension value 300 input type hidden name DialPad value 0 Show DialPad Let Caller Dial Extension input type hidden name Extension value...

Page 356: ...AltiWeb AltiWare OE System Installation Administration Manual 327 AltiWeb font face Verdana input type text name CustomerName maxlength 40 size 20 tabindex 1 nbsp nbsp font td tr ...

Page 357: ...ttendant in conjunction with AltiWeb For example when the web caller clicks the Submit button 1 Web Call connects and the Customer Support page appears When the customer clicks Sales 2 the Customer ID 3 and Product ID 4 pages follow before the caller is put through Figure 13 Using Auto Attendant to push pages to the caller sales_cid htm sales_pid htm IVR_top htm 1 2 3 4 ...

Page 358: ...the System Administration Manual 1 Run Auto Attendant 2 Select 0 expand tree 3 Make the following entries then click Apply Type an Item Name if desired To assign a voice message check Prompt and select the number of the appropriate message Check Push URL and type the path of the page you want to display Select Level Expand Tree in the Actions dropdown Figure 14 0 expand tree window ...

Page 359: ...ype an Item Name if desired Check Push URL and type the path of the page you want to display e g sales_cid htm Select Adv Collect Digits from the Actions dropdown Set the Min and Max Lengths that the caller must enter Adjust the Web Call Response Timeout to give the web caller enough time to provide all meaningful information Figure 15 1 get digits window ...

Page 360: ... Item Name if desired Check Push URL and type the path of the page you want to display e g sales_pid htm Select Adv Collect Digits from the Actions dropdown Set the Min and Max Lengths that the caller must enter Adjust the Web Call Response Timeout to give the web caller enough time to provide all meaningful information Figure 16 get digits window ...

Page 361: ...OE System Installation Administration Manual 8 Select to extension 9 Make the following entries then click OK Type an Item Name if desired Select Call To Ext Workgroup from the Actions dropdown Select the Extension Figure 17 to extension window ...

Page 362: ...ou want to remove the service and respond to any additional prompts AltiWeb Security AltiWeb and AltiReach uses Microsoft IIS as a web server which poses web server security issues common to all Microsoft users AltiGen recommends the following basics steps to protecting AltiWare from antiviruses and worms Update your virus definition every day Enable real time scan and exclude AltiServ and PostOff...

Page 363: ...on your firewall Symantec Norton AntiVirus Corporate Edition 7 5 Update your virus definition every day For a Corporate Edition version administrators can receive updates from either a dedicated local server or the Symantec LiveUpdate web site Please refer to Norton Administration menu on how to set up a dedicated local server To receive updates from the Symantec LiveUpdate web site 1 Click on Fil...

Page 364: ...ck backup files before attempting repair if your system disk space is small 7 Check Exclude selected files and folders and click Exclusions button 8 Enable Check file for exclusion before scanning and click Files Folders button 9 Find and check Altiserv and Postoffice folders and click OK Schedule Daily Full Scan on all drives 1 Choose Edit menu and New Scheduled Scan 2 Edit the job name ex Daily ...

Page 365: ...AltiWeb Security 336 AltiWare OE System Installation Administration Manual ...

Page 366: ...configuration Another file altigen_ rc dat summarizes all this information and can be sent to your dealer or to AltiGen Tech Support if you have problems To use Configuration Reader 1 Launch Configuration Reader from AltiWare AltiWare Tools on the Windows Start button A DOS window opens indicating the progress of Configuration Reader 2 When the status window is complete you can press Y to view the...

Page 367: ...ault system password does not consist of consecutive numbers does not consist of a repetition of the same digit Security characteristics of each extension are detailed in the application window itself To use Extension Checker 1 Launch Extension Checker from AltiWare AltiWare Tools on the Windows Start button 2 Select the security characteristics you want to check in the Show field group described ...

Page 368: ... fetch the new settings from AltiWare Security characteristics for extensions you select in the Extension List display in the Unsecure Elements window 6 Optional Click Export to export the data in the Extension List to a text file Status Description Secure Pwd Internal Only Has secure password and cannot make outbound trunk calls Unsecure Pwd Password has unsecure elements described in Unsecure El...

Page 369: ... encounters an error click Yes or No to view the error report 5 At the end of the test the utility will provide pass or fail results AltiDBReader AltiDBReader is a tool that allows you to view and export historical CDR data and Workgroup Statistics You can also convert 4 0 4 0a CDR files icc_cdr dbf for viewing in AltiDBReader To use AltiDBReader 1 Launch AltiDBReader from AltiWare AltiWare Tools ...

Page 370: ...on Manual 341 Tools 3 Search a particular DB folder by clicking the mouse cursor on the folder then right click to open a Search window to perform the search on the DB folder For CDR DB searches the Search window allows the following search parameters ...

Page 371: ... matching digits in the empty field and set to an exact like or pat pattern match DNIS to further specify the search this search field you may add matching digits in the empty field and set to an exact like or pat pattern match Tenant to further specify the search this search field you may add matching digits in the empty field and set to an exact like or pat pattern match Acct Code to further spe...

Page 372: ...d date to end the search Interval specifies the search interval select 15 minutes 1 hour or 1 day Search by specifies the type of workgroup search select Workgroup Statistics Agent Statistics per Workgroup or Agent Statistics Workgroup specifies the workgroup number Agent specifies the agent number 4 Select the desired search parameters and click OK 5 The search results appear in the fields on the...

Page 373: ...ct the desired DB folder and click the Print button To show Advanced Call Info or Call Info right click on any data field and scroll to the desired option To export the search results data as a CSV file right click on any data field and select Export To Convert 4 0 or 4 0a DB files 1 Select and highlight a DB folder from the CDR 4 0 directory 2 Go to File Convert Old DB 3 The converted 4 0 4 0a fi...

Page 374: ...he tool will synchronize extensions and workgroup pilot numbers It can complete the functions below for multiple systems from a single location and session Create virtual extensions with the correct forwarding parameters for multiple servers for specific extensions desired to be managed Synchronize the extensions with same number in all systems so that all calls to the extension will be presented ...

Page 375: ...Multisite Configurator 346 AltiWare OE System Installation Administration Manual ...

Page 376: ...incoming trunk calls will be routed via CallRouter must be assigned to the Auto Attendant whose Action is set to Avd Data Directed Routing with Application set to the virtual extension you use to start CallRouter For further information on configuring Auto Attendants refer to the AltiWare OE System Installation and Administration Manual and the AltiAPI Programmer Guide To Install Basic CallRouter ...

Page 377: ...Select Operation Preference 3 In the Preference window enter the Server Name and Default Virtual Extension that CallRouter will connect to then click OK 4 Click Start to run Basic CallRouter Then enter the default virtual extension password When Basic CallRouter is stopped you can create customer records and configure the server and login information ...

Page 378: ...tomer records and modify delete customer records Add opens a Custom Record dialog box where you can create a new record and build the conditions for the record Modify opens the Customer Record dialog box to modify the record selected in the Record List Delete deletes the record selected in the Record List Delete All deletes all records in the Record List The Default Extension field allows you to s...

Page 379: ...ify to modify an existing record in the Record List window 3 Select the data to match against customer records If the request message contains lets you select Call Router Request data to match against the customer record a Select Match one or Match all from the dropdown list b Select the items you want c Click in the Data column and type to specify the data Note Caller Entered Digits must be numer...

Page 380: ...fy target data in accompanying text box Mailbox Access Disconnect System Callback Collect Digits specify fields in accompanying Collect Digit dialog box see note below Other DDR Application specify target data in accompanying text box Note Collect Digit Dialog Box Tag name for example password gathered from a response to an Auto Attendant prompt or another AltiLink Plus application Minimum Digits ...

Page 381: ... AltiWeb only the number of prompt to play to the callee 6 Enter a name for this record 7 Click OK Viewing CallRouter History The Basic CallRouter window gives a history of all incoming trunk calls to Basic CallRouter To specify CallRouter History window content 1 Choose Select Column from the View Menu 2 In the Select Columns dialog box select the following columns to display in the CallRouter hi...

Page 382: ... attempts to match against your routing rules Call Route Request data consists of Caller ID Caller Entered Digits IVR data Form data and DNIS all collected via real time monitoring Note Caller Entered Digits shows the Auto Attendant assignment for the workgroup that receives the call If the workgroup s AA assignment is 5 this item shows 0 5 is the AA assignment is 3 the item shows 0 3 and so on Th...

Page 383: ...d via real time monitoring Note If no match is found between the Call Route Request Data and the routing rules the call is routed according to the business rules that check monitored workgroups for the longest available agent maximum service level and minimum expected delay Clearing Basic CallRouter History Data To clear data from the CallRouter History window 1 In the directory where CallRouter e...

Page 384: ...el Queue and Average Delay Add button Click Add to log on to a workgroup whose incoming trunk call data you want to monitor This opens a Log on Work Group dialog box Enter the workgroup extension as the WorkGroup ID and Password and enter the virtual extension s password By default the Extension ID field is grayed out Delete button click Delete to remove the selected workgroup from the display ...

Page 385: ...activation of an Advanced CallRouter license Note The workgroup to which incoming trunk calls will be routed via CallRouter must be assigned to the Auto Attendant whose Action is set to Avd Data Directed Routing with Application set to the virtual extension you use to start CallRouter For further information on configuring Auto Attendants refer to the AltiWare OE System Installation and Administra...

Page 386: ...7 CallRouter To Configure Run Advanced CallRouter 1 Launch CallRouter from Start Programs 2 Click the Connect button to enter the CallRouter Server Name or IP address to connect to then click OK To disconnect from this server click the Disconnect button 3 Select Operation Logon Info ...

Page 387: ...ystem restarts or after CallRouter service has been stopped and restarted 5 Click Start to run Advanced CallRouter When Advanced CallRouter is stopped you can configure the server and login information 6 Route Rules and Show Monitor can be configured while Advanced CallRouter is started Advanced CallRouter Route Rules To create route rules that will be used to route calls select Operation Route Ru...

Page 388: ...x to modify the record selected in the Record List Delete deletes the record selected in the Record List Delete All deletes all records in the Record List The Default Routing button opens a Default Routing Rule dialog box where you can specify the action for CallRouter to take if no match is found in the rules or in the database Default Routing Action options No Action Goto Top Level Goto Menu Ite...

Page 389: ...ields in accompanying Collect Digit dialog box Other DDR Application specify target data in accompanying text box Play WG Queue Status specify target data in accompanying text box Creating Route Rules To create a route rule 1 Select Route Rule from the Operation menu 2 Click the Add button to open a new Route Rule or Modify to modify an existing rule in the Rules List window 3 Enter or modify the ...

Page 390: ... xxxx If you specify Call ID Data 510252 this will match all Caller IDs 510 252 xxxx To specify data from an existing database right click the item select From user database and enter information in the DataSource dialog box 5 Select a Target action for CallRouter to perform when Call Route Request data matches this record Target action options No Action Goto Top Level Goto Menu Item Repeat Curren...

Page 391: ...m a response to an Auto Attendant prompt or another AltiLink Plus application Note Play WG Queue Status if you select Play WG Queue Status Advanced CallRouter must log on as a workgroup extension with password and CallRouter s virtual extension and password Specify this workgroup extension in the textbox that appears when you select Play WG Queue Status See Queue Announcements on page 368 If you w...

Page 392: ... application Push URL AltiWeb only the number of prompt to play to the callee 7 Click OK Viewing CallRouter History Menu The Advanced CallRouter window gives a history of all incoming trunk calls to Advanced CallRouter To specify CallRouter History window content 1 Choose Select Column from the View Menu 2 In the Select Columns dialog box select the columns to display in the CallRouter history win...

Page 393: ... transfer to an Auto Attendant Call Route Response Data The Call Route Response message sent from CallRouter to AltiServ contains the search results of the Call Route Request Message In the CallRouter History window this data shows how CallRouter handled each call Call Route Response data includes Matching Record routing rule CallRouter referred to for call routing and Result how and where the cal...

Page 394: ...s ID Agents Longest Idle Time Service Level Queue Average Delay and Default Wait Time Add button Click Add to log on to a workgroup whose incoming trunk call data you want to monitor This opens a Log on Work Group dialog box Enter the workgroup extension as the WorkGroup ID and password and enter the virtual extension s password In the field for Default ...

Page 395: ...l extension you use to start CallRouter For further information on configuring Auto Attendants refer to the AltiWare OE System Installation and Administration Manual and the AltiAPI Programmer Guide If you want to announce queue status to callers Target action of any routing rule is Play WG Queue Status complete the Virtual Extension ID and Virtual Extension password fields using the workgroup age...

Page 396: ...se the Datasource dialog box The customer information retrieved from your database will be used in the routing rule To open the Datasource dialog box right click on a data Item you want to specify using information from an existing database Select From user database To build and SQL query 1 Enter User Name and Password information for the database 2 Enter information for the database you are query...

Page 397: ...Play WG Queue Status In addition enter an Item Name that matches the name of the Auto Attendant s Data Directed Routing name The workgroup extension information you specify in the rule must also be entered when CallRouter logs on in the Monitor window Thus it is a requirement to use the same virtual agent extension if you are writing several different queue announcement rules 2 In AltiAdmin you mu...

Page 398: ...ension number 500 600 Call Router virtual extension number 700 700 For both workgroups you want CallRouter to check incoming calls for Caller ID and Caller Entered Digits and to play the WG queue status if a match is found and all agents are busy In AltiAdmin you configure the Auto Attendant to which Call Router is assigned as shown below The example uses Auto Attendant 2 Note that you must enter ...

Page 399: ...Advanced CallRouter 370 AltiWare OE System Installation Administration Manual Similarly for Support you create a rule as shown below ...

Page 400: ...nstallation Administration Manual 371 CallRouter In the Monitor window click Add to log on to Sales entering both the workgroup extension password and the virtual extension password you specified in the Auto Attendant Sales Queue Announcement rule ...

Page 401: ...stem Installation Administration Manual In the Monitor window click Add to log on to Support entering both the workgroup extension password and the virtual extension password you specified in the Auto Attendant Sales Queue Announcement rule ...

Page 402: ...ation Administration Manual 373 CallRouter The Monitor window shows that Call Router is logged on to both workgroups Calls to each workgroup will be checked against the rules and will trigger queue announcement if a match is found and all agents are busy ...

Page 403: ...Advanced CallRouter 374 AltiWare OE System Installation Administration Manual ...

Page 404: ...ting Report Formats This appendix identifies the field codes for AltiGen s CDR Call Detail Reporting records and the formats for the Station Message Detail Reporting SMDR specification support by AltiGen The first tables describe CDR and RTM database elements while the remainder of the section describes the SMDR format ...

Page 405: ...Session ID a unique number usually 9 digits or larger assigned by AltiWare to a call ULONG InternalCall Internal or external call UBYTE 0 External 1 Internal Direction Direction of the call incoming or outgoing UBYTE 1 None logon off 2 Incoming 4 Outgoing includes silent monitor barge in StartTime Outgoing call Time when caller receives ringback busy or connect signal Incoming call Time when AA pi...

Page 406: ...analog 12 trk T1 13 trk IP 14 trk PRI 15 trk PHS not used CallerPad Line s physical address for an incoming call UCHAR 5 E g 0004 where 00 slot 04 channel Always 1 1 for WG or virtual extension CallerNum Caller phone number of an incoming call extension number or off net PSTN UCHAR 41 CallerName Caller name for an incoming call provided by CO for trunk calls as entered in AltiAdmin for extension c...

Page 407: ...oing call UCHAR 5 E g 0004 where 00 slot and 04 channel TargetNum Target phone number of an outgoing call extension number or off net PSTN UCHAR 41 TargetName Target name for an outgoing call as entered in AltiAdmin for extension calls UCHAR 65 WGNum Workgroup number for an incoming call UCHAR 8 OutGoingWG Workgroup number for an outgoing call as set in AltiAdmin or by agent at logon UCHAR 8 DNIS ...

Page 408: ...ords ULONG WaitDuration Duration in seconds a call is ringing and in workgroup queue ULONG VMDuration Duration in seconds after a call goes into a voicemail box includes greeting false attempts at messages successful message and review of message ULONG VMRecordDur ation Duration in seconds of recording time for a VM message that was completed ULONG HoldDuration Duration in seconds while a call is ...

Page 409: ... 1 Auto Attendant 0x0002 2 Ring No Answer 0x0003 3 Queue 0x0004 4 Voice Mail no VM recorded 0x0005 5 VM VM recorded 0x0006 6 Connect 0x0007 7 Logon 0x0008 8 Logoff 0x0009 9 All Trunks Busy 0x000A 10 No session 0x000B 11 VM Access 0x000C 12 Forward 0x000D 13 Transfer 0x000E 14 VM Notify 0x000F 15 WG Abandoned 0x0010 16 Park 0x0011 17 System Park 0x0012 18 Conference 0x0013 19 Call Monitor 0x0014 20...

Page 410: ... Call Accounting Report Formats Call Accounting Report Formats LogoffReason Logoff reason code UBYTE URL URL when call is initiated by AltiWeb user clicking the make call button UCHAR 255 User Data Agent input UCHAR 255 Table 1 CDR Call Format Database Element Definition Type Specification ...

Page 411: ...o an AltiServ system in AltiAdmin ULONG value 1 100 Date Day information ULONG mm dd yy Time Time Time interval short hh mm Period WGNum Workgroup Number UCHAR 8 MaxWaitTimeI nQ Longest waiting time in queue during searched time interval short Queue is not an accumulated value it is recorded at a specific point in time PeakQLength Maximum queue length since midnight short PeakWaitTimeI nQ Maximum ...

Page 412: ... It is not an accumulated value it is recorded at a specific point in time NumInCall Calls answered by an agent if a call is forwarded to and answered by multiple agents the count is increased short Calls Answered InCallDuration Duration of incoming calls NumInCall starting from the time an agent answers a call until the call is disconnected or transferred out of the WG ULONG Calls Answered Durati...

Page 413: ...calls automatically transferred to WG VM after RNA for every agent short Calls Transferred to Voice Mail NumCallAband oneDuringRing Count of calls abandoned while ringing an agent short A Calls Abandoned During Ring NumCallAband onedInQ Count of calls abandoned while waiting in queue short B Calls Abandoned in Queue NumCallAband oneBeforeAnsw er Total abandoned calls during VM queue and RNA short ...

Page 414: ...swerD uration Time calls waited in queue before being answered ULONG Wait Time for Answered Calls DurationInQOf CallAband Total wait time of all calls abandoned in queue NumCallAband onedInQ ULONG Wait Time for Abandoned Calls ServiceLevel Service Level number of calls in queue X of calls in queue X number of calls in queue exceeding threshold ServiceLevel is not an accumulated value it is recorde...

Page 415: ... Calls answered if a call is rerouted to and answered by the same agent the count is incremented short Calls Answered InCallDuration Duration of incoming calls NumInCall starting from the time the agent answers a call until the call is disconnected or transferred out of the WG ULONG Calls Answered Duration NumOutCall All outgoing trunk and station to station calls that entered Connected state shor...

Page 416: ...of times agent entered Wrapup where Wrapup lasts from agent set Not Ready to Ready status short Wrapup WrapUpDurati on The amount of time for Wrapup where Wrapup lasts from agent set Not Ready to Ready status ULONG Wrapup Duration NumCallToVM Count of voicemail messages short Voice Mail VMDuration Total duration of voicemail messages ULONG Voice Mail Duration nGroups Count of workgroups agentislog...

Page 417: ... short hh mm Period AgentNum Agent extension number UCHAR 8 WGNum Workgroup number UCHAR 8 Login Log state UBYTE 0 Logout 1 Login LogTimeStamp Login logout time stamp ULONG ReasonCode Logout reason code UBYTE NumInCall Calls answered if a call is rerouted to and answered by the same agent the count is incremented short Calls Answered Table 2 RTM Data Format Database Element Definition Type Specifi...

Page 418: ...runk and station to station calls that entered Connected state short Outgoing Calls OutCallDuratio n Duration of outgoing calls NumOutCall from the time the call enters Connected state until disconnect ULONG Outgoing Calls Duration NumWrapUp Number of times agent entered Wrapup where Wrapup lasts from agent set Not Ready to Ready status short Wrapup WrapUpDurati on The amount of time for Wrapup wh...

Page 419: ...rts 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 5102526354 109 12345678 NumCallToVM Count of voicemail messages short Voice Mail VMDuration Total duration of voicemail messages ULONG Voice Mail Duration Start Length Field Format Notes 0 1 space 1 5 date mm dd 6 1 space 7 6 start ti...

Page 420: ... num ber xxyy x board numb y channel numb 27 34 calling party 61 4 called party 65 7 space 72 8 account code 1 to 10 digits 80 1 delimiter line feed 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 called number 59 2 space 61 4 trunk PAD num ber xxyy x board numb y cha...

Page 421: ...11 18 05 57P 00 00 17 100 3210002 0100 4 VM make call to Trk Y 1 18 05 58P 00 00 15 100 3210002 0001 5 to Ext B WG B Virtual B and VM make call 11 18 05 59P 00 00 23 111 3210002 0100 6 Ext B S transfer to Trk Y see exam ples 11 18 06 00P 00 00 22 111 3210002 0001 7 Ext B B transfer to Trk Y see exam ples 11 18 06 01P 00 00 18 100 3210002 0100 11 18 06 01P 00 00 05 0001100 100 8 To Trk Y then trans...

Page 422: ... 18 06 09P 00 00 31 100 3210002 0001 14 B is WG B N A 15 Ext B transfer to WG C N A 16 Conference with Trunk 11 18 06 10P 00 00 25 100 3210002 0100 Calls Initiated by Trunk X to Extension B Column B 1 Dial in 11 18 06 11P 00 00 07 0100 3210001 100 2 Ext B fwd to Trk Y 11 18 06 13P 00 00 35 0100 3210001 100 11 18 06 13P 00 00 25 TRK0 3210002 0001 3 Ext B ONA to Trk Y 11 18 06 15P 00 00 12 0100 3210...

Page 423: ...18 06 22P 00 00 40 0100 3210001 3210 8 To Trk Y then transfer to Ext B N A 9 Outcall Log time only no lines logged 10 Zoomerang 11 18 06 24P 00 00 38 100 3210002 0100 11 18 06 24P 00 01 08 0001 3210001 100 11 System Speed Dial N A 12 Ext Speed Dial N A 13 35 privilege over write to Ext B WG B virtual B N A 14 B is WG B 11 18 06 25P 00 00 09 0100 3210001 100 15 Ext B transfer to WG C 1 18 06 26P 00...

Page 424: ... AltiGen product fill out the Product Registration Form on page 398 and return the form to AltiGen Communications Inc by fax to 510 252 9738 Technical Support Before contacting Technical Support always have the following information on hand Your name Company name Product serial number AltiWare version number Number of boards in the system Server brand and model The telephone number where you can b...

Page 425: ...on the next business day How To Reach AltiGen Technical Support Contact AltiGen technical support by any of the following methods CALL 510 252 9712 and follow the prompts This is available to Authorized AltiGen Dealers and Distributors only Your call will be answered by one of AltiGen s Technical Support Representatives or routed to the Technical Support Message Center if no one is available to an...

Page 426: ...AltiGen must have an associated RMA number RMA numbers are issued by AltiGen Customer Service and can be obtained by calling 510 252 9738 AltiGen reserves the right to refuse return of any material that does 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 Fremo...

Page 427: ..._____________________________________ ADDRESS _________________________________________________ ________________________________________________ ________________________________________________ PHONE NUMBER __________________________________________ COMPANY TYPE INDUSTRY ________________________________ ALTIWARE OE PRODUCT SERIAL _________________________ DATE OF PURCHASE _________________________...

Page 428: ...v an advanced highly integrated business and computer telephony platform that consists of a Quantum card and AltiWare software working in a PC Server running under Windows NT analog a method of telephony transmission in which the information from the source for example speech in a human conversation is converted into an electrical signal that varies continuously over a range of amplitude values AP...

Page 429: ...iving capabilities client a process whose threads call services provided by either a local or remote server process In Windows NT communication between a client and server occurs through the local procedure call LPC or remote procedure call RPC facilities CO Central Office conference call a call in which two or more persons speak together Stations may be internal or external configure to determine...

Page 430: ...ture of 800 and 900 lines If you have multiple 800 or 900 numbers to the same destination DNIS tells which number was called DNIS works by passing the touch tone digits DTMF or MF digits to the destination where a special facility can read and display them or make them available for call center programming Do Not Disturb DND when this feature is selected all incoming calls to the user s extension ...

Page 431: ...anized collection of related information treated as a unit file server an integral part of a multi user computer network such as a local area network LAN It typically is a combination of a computer data management software and large capacity hard disk drive A file server directs all movement of files and data on a multi user communications network and gives each user on the network access to files...

Page 432: ...rs Hunt group see Workgroups Hz see definition for Hertz I Impedance occurs when power or signal is transferred from one circuit to another This is known as the resistance of electrical current to alternating current and it is measured in OHMs IMAP4 Internet Message Access Protocol Version 4 interface the interconnections between two separate systems or pieces of equipment ISA Industry Standard Ar...

Page 433: ...te in which it can perform its required function Maintenance includes keeping a functional unit in a specified state by performing activities such as test measurements replacements adjustments and repairs MAPI Messaging API a Component Object Model COM based API that supports message related components such as message stores address book and message transport MDMF Multiple Data Message Format menu...

Page 434: ... presently being expanded due to high demand for new numbers and services requiring new area codes Numbering sequence being changed from traditional N 1 0 X area code center digit a 1 or a 0 to NNX where N numbers 1 to 9 and X any number O offhook refers to a telephone set when the receiver is not resting in the base This usually initiates a dial tone from the receiver One Number Access a feature ...

Page 435: ...dard for government computing contracts Power Failure Backup If your AC power fails your telephone system can still operate by switching to a backup battery power supply often called an Uninterrupted Power Supply UPS Power Failure Transfer A telephone system feature When the commercial AC power fails and there is no backup power source such as a battery or a generator this feature switches some of...

Page 436: ... lost when the electrical power to the PC is switched off RAS Remote Access Service retry to resend data a prescribed number of times or until the data is finally delivered RJ 11 The common telephone jack Usually wired with four wires the red and green signify the tip and ring circuits RJ 45 The common telephone jack Usually wired with eight wires the red and green signify the tip and ring circuit...

Page 437: ...n or reception of signals writing images or other information by wire radio or any other electromagnetic system Tip and Ring the traditional telephony indication of plus and minus in electrical circuits See Ground start and Loop start toll call a call to a point outside of the local service calling area Identified by greater distance and increased rates or by 1 plus dialing requirements toll restr...

Page 438: ...ased service for direct long distance dialing Wink a single supervisory pulse Windows NT New Technology the high end Windows operating system in a family of Windows operating systems workgroup telephones arranged in groups within a particular organizational function for example marketing sales service etc Each workgroup is assigned a pilot number When the pilot number is dialed the system scans th...

Page 439: ...410 AltiWare OE System Installation Administration Manual ...

Page 440: ...witching Service 55 AltiMail making a call from 16 AltiReach 24 call management 303 call view 18 AltiServ administration 101 characteristics 4 hardware requirements 29 online registration 45 platform requirements 3 platform selection 29 AltiServ features 22 23 AltiServ to AltiServ network 151 AltiSpan caller ID 9 AltiTouch Plus 7 AltiView 25 AltiWare auto attendant features 12 15 definition 399 de...

Page 441: ...uring 329 automatic call distribution 24 225 Average Jitter 98 B B Channel 167 B8ZS Binary 8 Zero Substitution 163 backing up files 260 backup 40 database 83 system data 259 bandwidth WAN 148 Basic CallRouter 26 347 Bell 163 binary 8 zero substitution B8Z8 163 blocking all outgoing calls 114 blocking calls 113 board Boards window 151 options 34 Quantum 142 Triton Analog Station 144 Triton Resource...

Page 442: ...sword 99 channel 96 channel service unit 156 158 child windows 93 98 circuit 400 client setup 275 clock configuration 257 CO switch 170 code access 173 area 173 codec G 711 22 G 723 1 22 collecting caller ID and DID digits 21 184 COM Server 55 conference bridge option 103 conference call 8 400 limits 38 configuration 218 apply to feature 19 audio peripheral 255 firewall 149 IP extension 196 music ...

Page 443: ...e 15 name directory 15 directory structure 315 directory verifying location 315 directory htm 316 distinctive call waiting 8 214 distinctive ringing 8 103 distribution list 137 DNIS in call routing 132 Do Not Disturb 224 401 docs subdirectory 315 documents 39 domain name 271 downgrade AltiWare 84 DSU 156 158 DTMF remote carriage 22 E E M 155 echo cancellation 22 echo suppression 22 email 127 275 c...

Page 444: ...isabling 258 features AltiServ 22 23 file server 402 files backup 260 firewall 153 configuration 149 first digit 104 first time login 98 flash 402 foreign exchange subscriber FXS 184 form data 317 form data altering 321 326 formats CDR 375 393 forms product registration 398 forwarding mail 19 FSK 201 FSK based message waiting 9 functional specification 32 FXS 402 FXS Foreign Exchange Subscriber 18...

Page 445: ...ion administration 23 Exchange 18 VoIP gateway 23 intercom distinctive call waiting 8 hands free mode 9 Internet 270 domain name 271 email 270 MIME 404 service provider 270 Internet integration features 18 Intranet 148 IP address 272 IP Cumulative Traffic Statistics window 265 IP dialing table 151 IP extension 196 IP extensions 22 189 IP trunk access code 151 appearance 154 configuration 151 numbe...

Page 446: ...ation 17 216 for email messages 216 schedule 218 notification type 217 playback 214 retention 215 message notification 24 message waiting FSK based 201 tone based 201 voltage based 201 messaging 124 management 125 mixed media 269 Microsoft Exchange Server integration 276 294 Microsoft SQL 121 MIME 269 404 mixed media messaging 269 helper applications 269 MIME 269 Monitor Available 231 monitor list...

Page 447: ...applet zip 316 Nsplugin zip 316 NT service AltiWare 40 number plan 151 numbering plan 104 O OE Installation Windows 2000 42 offline registration 81 old versions 41 One Number Access 10 24 225 226 405 online help 91 online license registration procedures 66 74 Operator Extension 104 operator workgroup 104 optional add on software 25 options boards 34 out call routing configuration 233 239 dialing p...

Page 448: ...8 power backup 406 on board telephony power supply 32 power failure transfer 10 406 uninterrupted power supply 31 prefix system prohibited 113 toll call 114 pre recorded prompts 252 PRI 156 channel assignment 157 equipment information 157 service request information 157 service requirements 156 with Voice 157 PRI ISDN Numbering Plan 168 product registration 395 form 398 productid htm 316 324 promp...

Page 449: ...ng files 262 restricting tie trunk calls 115 restrictions call 219 outgoing call 218 return policy 397 ring all available members 225 ring back 104 ring first available member 225 ring longest idle member 225 ring no answer RNA 225 ring back tone generation 23 ringing distinctive 103 RMA 397 RNA Log Out 225 route access 107 233 239 route access number plan 106 route definition 233 router 149 RTP R...

Page 450: ...367 station speed dialing 210 statistics 153 IP traffic 97 status bar 98 Stop Switching Service 99 stop start AltiWare services 99 Superframe Format SF 163 switching service 40 55 switching shutting down 82 synchronization email servers 127 system area codes 21 127 business hours 108 call park 10 call restrictions 112 callback from auto attendant 11 data management 259 distinctive ringing 103 DNIS...

Page 451: ...153 Transfer Predial String 175 transfer system 83 transport protocol 267 Triton T1 board 5 T1 PRI trunk properties 183 Triton Analog Station Board configuration 144 Triton Analog Station board specifications 32 Triton Analog Station Line Properties dialog box 201 Triton Resource Board 142 Triton Resource board specifications 33 Triton T1 PRI see also T1 PRI Triton T1 PRI Board configuration 154 T...

Page 452: ...iew window call log 97 View windows 93 98 virtual extension 189 definition 409 voice compression 22 encoding 22 quality 22 153 voice mail call forwarding from 16 distribution list 17 21 forwarding 19 making calls from 220 voice messaging 124 features 16 message notification 17 reminder calls 17 zoomerang 18 voice over IP features 21 voicemail playing order 214 VoIP 181 integrated gateway 23 trunk ...

Page 453: ...tration Manual 424 multiple membership of 13 multiple queue announcements 13 pilot number 189 406 silent monitoring 14 workgroup configuration 189 231 Workgroup view window 96 Z zero code suppression 163 Bell 163 GTE 163 Jam Bit 8 163 Zoomerang 24 ...

Page 454: ... On a scale of 1 to 5 1 is the lowest score and 5 is the highest score Please complete the following questionnaire Question Rating Scale 1 5 Did you find the information to be Well organized by subject matter Organized for convenient use Accurate Well illustrated Written for your technical level Complete If not what s missing Your occupation or job title Do you use this publication as Place an X i...

Page 455: ...Ware OE System Installation 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 com ...

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