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Repair and Replacement

B-6

AltiWare OE System Installation & Administration Manual

This Repair Service does not cover PROMS, Tapes, Disks, or software items.

2. Shipping Methods, Payment and Insurance

AltiGen ships all equipment FOB (Freight on Board) from Fremont, California. AltiGen does
not arrange shipment insurance or special packing, unless requested to do so by the customer.
Please specify any special shipping requirements on the RMA form.

Proper care and packaging is the responsibility of the sender.

AltiGen Communications pays outbound freight on all repaired items if shipped by our
standard method, which is UPS Ground, which takes from 5 to 7 days. The customer will be
responsible for any special handling, overnight-NFO, and/or insurance requests beyond
AltiGen’s standard method of shipment. Any additional shipping charges will be applied to
the provided credit card.

All shipments to AltiGen must have the freight charges pre-paid by the sender. AltiGen does
not accept inbound shipments that are COD, collect, or any shipment that does not have an
authorized RMA number clearly marked on the outside of the package.

All applicable charges and payments for services will be by way of, credit card (Visa,
MasterCard).

3. Equipment Damaged During Shipment

PLEASE CHECK FOR SHIPPING DAMAGE WHEN YOUR EQUIPMENT IS
RECEIVED.

Inspect all cartons at the time of delivery. Visible damage should be brought to the attention
of the carrier at once. In the event of concealed damage, keep the shipping container, packing
material and equipment intact. It is your responsibility to file any claims for damage or loss
with the carrier or your insurance carrier.

4. Accounts Not Current

Customers with outstanding accounts, over sixty (60) days will be refused Repair Services
until their account is in good standing.

5. Repair and or Technical Support Exclusions

Any equipment not manufactured by AltiGen Communications and/or provided by AltiGen,
or software owned and/or provided by a third party, which is integrated with AltiGen
Communication’s products/ system, in a package for an end-user, is excluded from AltiGen’s
Support Services.

6. Hardware Limitations

Products, which are not manufactured by AltiGen, may not be returned to AltiGen, and should
be returned directly to the original manufacturer for repair. AltiGen will not be responsible or
guarantee the safekeeping of any third party equipment deliveries. Altigen will not coordinate
the repairs or the forwarding of any such equipment to other vendors.

Summary of Contents for AltiWare OE 4.6

Page 1: ...AltiWare OE Version 4 6 System Installation and Administration Manual Revised 06 2003 4403 0001 4 6 ...

Page 2: ...e to 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 Frem...

Page 3: ...eatures 1 22 T1 PRI E1 Features 1 24 Voice over IP Features 1 24 Voice over IP Session Support AltiServ Features 1 27 AltiWare Tools 1 27 Optional Add On Software 1 28 Optional Add On Products 1 29 Chapter 2 System Requirements 2 1 Hardware Requirements 2 1 System Key Requirement 2 1 Selecting the AltiServ Platform 2 1 Minimum System Requirements 2 1 Proper Grounding and Loop Current 2 3 Uninterru...

Page 4: ...ods 3 7 Upgrades 3 8 Lost Licenses 3 9 Before New Installation 3 10 To Begin New Installation 3 10 Before Upgrade 3 17 Backup Database 3 17 IP Extension Protocol Change 3 17 VoIP Board Upgrade 3 18 Shutting Down the AltiGen Switching Service 3 18 To Begin Upgrade 3 19 Online License Registration Procedures 3 28 Manual Online License Registration Procedure 3 37 Offline Registration Procedures 3 44 ...

Page 5: ...g General Parameters 5 2 Setting a System Number Plan 5 4 Assigning Trunk Feature IP Trunk Route Access 5 6 Setting Business Hours 5 8 Routing Calls on Holidays 5 9 Configuring System Speed Dialing 5 11 Adding Names and Comments 5 12 Defining System Call Restrictions 5 12 Blocking Calls to Area Codes from All Extensions 5 13 Setting Toll Call Prefixes 5 14 Setting Emergency Numbers 5 14 Locking At...

Page 6: ...le 5 34 Modifying the Tenant Table 5 35 Creating Distribution Lists 5 36 Defining a Distribution List 5 37 Setting Logout Reason Codes 5 38 Chapter 6 Board Configuration 6 1 Using the Triton Resource Board 6 2 Configuring the Quantum Board 6 2 Configuring the Triton Analog Extension Board 6 4 Configuring the Triton Analog Trunk LS GS and LS Boards 6 5 Configuring the Triton VoIP Board 6 7 Voice ov...

Page 7: ...m Trunk Properties 7 6 Triton Analog Trunk Properties 7 9 Triton Analog Trunk LS GS Properties 7 11 Triton VoIP Trunk Configuration 7 13 Triton T1 PRI Trunk Properties 7 15 Incoming Call Routing 7 20 Outgoing Call Blocking 7 21 Chapter 8 Extension and Group Configuration 8 1 Setting up Extensions 8 3 Adding New Extensions 8 5 Establishing Basic Extension Attributes 8 6 Agent Check Box 8 8 Forced A...

Page 8: ...ation 8 36 Configuring Calling Restrictions 8 36 Setting Call Restriction Options 8 37 Setting Other Call Restrictions 8 38 Setting Answering Options 8 39 Forwarding All Calls 8 41 Handling Busy Calls 8 43 Setting Call Waiting Options 8 43 Enabling Do Not Disturb 8 44 Handling Unanswered Calls 8 44 Setting Huntgroup Handling 8 45 Setting Workgroup Handling 8 46 Configuring One Number Access 8 48 E...

Page 9: ... 13 Chapter 11 Additional Setup 11 1 Audio Peripheral Configuration 11 1 Configuring Music On Hold and Recorded Announcements 11 2 Setting Greeting and Update Prompts 11 3 Configuring Overhead Paging 11 3 MVIP Clock Configuration 11 4 Feature Tips 11 5 Chapter 12 System Data Management 12 1 Using Backup and Restore 12 1 Backing up Files 12 2 Scheduling Backups 12 3 Restoring Backed up Files 12 4 C...

Page 10: ...icrosoft Exchange Administrator Configuration 14 16 Installing Outlook 2000 Client on the AltiServ System 14 17 Enabling the Exchange Server 14 22 Testing the Exchange Server Setup 14 25 Troubleshooting Tips 14 26 Notes 14 27 Prerequisites 14 28 Exchange Server Prerequisites 14 30 Microsoft Exchange Administrator Configuration 14 33 Installing Outlook 2000 Client on the AltiServ System 14 35 Enabl...

Page 11: ...Directory Structure 18 3 Tagging Pages for URL History 18 5 Configuring Auto Attendant 18 17 Troubleshooting 18 20 AltiWeb Security 18 21 Symantec Norton AntiVirus Corporate Edition 7 5 18 21 Enable Real Time scan 18 22 Schedule Daily Full Scan on all drives 18 23 Chapter 19 Tools 19 1 Configuration Reader 19 1 Extension Checker 19 1 MVIP Test Tool 19 4 AltiDBReader 19 4 DINA Manager 19 9 Chapter ...

Page 12: ...ats A 1 RTM Data Schema A 9 SMDR Reporting Format A 15 Trunk Calls In Format A 15 Extension Calls Out Format A 16 From Extension A A 16 From Trunk B A 17 APPENDIX B E1 R2 CAS Installation B 1 APPENDIX C Product Repair Services Technical Support C 1 Technical Support C 1 Repair and Replacement C 2 RMA Form C 7 Glossary G 1 Index I 1 Readers Comment Form R i ...

Page 13: ... and Part 68 of the FCC Rules These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial or residential environment This equipment generates and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause harmful interference to radio communications This Class B digi...

Page 14: ...uipment must also be installed using an acceptable method of connection In some cases the company s inside wiring associated with the single line individual service may be extended by means of a certified connector assembly telephone extension cord The customer should be aware that compliance with the above conditions may not prevent degradation of service in some situations Repairs to the certifi...

Page 15: ...able 3 Triton Analog Trunk Interfaces for Loop Start Ground Start and Loop Start Services Disruption of Network If any Quantum or Triton boards disrupt the telephone network the telephone company can discontinue your service temporarily If possible the telephone company will notify you in advance If advance notice is not practical they will notify you as soon as possible You are also informed of y...

Page 16: ...f the instructions before attempting to operate the equipment and before connecting the power supply Always follow basic safety precautions to reduce the risk of fire electrical shock and injury to persons To prevent fire or shock hazard do not expose the unit to rain moisture or install this product near water Never spill liquid of any kind on this product Never push objects of any kind into this...

Page 17: ...la gente lo maltrate al caminar sobre él A fin de evitar el sobrecalentamiento del equipo no obstruya las ranuras y aberturas que se encuentran sobre las cubiertas del módulo ya que éstas se suministran para su ventilación Read all of the instructions before attempting to operate the equipment and before connecting the power supply Sicherheit Die in dieser Veröffentlichung enthaltene Information b...

Page 18: ...o not work alone Work with another person who knows the locations of the power off switches especially if you are working with exposed electrical circuits See note above Follow the instructions in the manual carefully especially when working with circuits that are powered Disconnect power when instructed to do so in the procedures Disconnect all power before working near power supplies unless othe...

Page 19: ... de conexión a tierra No trabaje sólo Trabaje con alguna otra persona que conozca las ubicaciones de los interruptores de apagado de la corriente eléctrica particularmente si está usted trabajando con circuitos eléctricos descubiertos Lea la nota anterior Siga al pié de la letra las instrucciones contenidas en el manual particularmente cuando trabaje con circuitos que tengan energía eléctrica Desc...

Page 20: ...jemandem der weiß wo sich der AUS Schalter befindet besonders dann wenn an freiliegenden Schaltkreisen gearbeitet wird Siehe obige Anmerkung Beachten Sie die Anleitungen im Handbuch sorgfältig besonders dann wenn an eingeschalteten Schaltkreisen gearbeitet wird Strom abschalten wenn ein Verfahren das vorsieht Falls nicht anderweitig durch ein Wartungsverfahren bestimmt ist der Strom bei Arbeiten n...

Page 21: ...ith an earth wire from the host machine earthing terminal to the building earth 5 The host machine SELV circuit is connected to the protective earthing terminal in accordance with EN60950 cl 2 5 6 The host machine ISA bus pins B1 B10 or B31 edge 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...

Page 22: ...berán estar operando en SELV conforme lo indica el EN60950 1992 edición 2 A4 3 La instalación de este aparato la DEBEN ejecutar profesionales 4 La máquina principal DEBE conectarse a tierra conforme lo dispone el EN60950 1992 edición 2 A4 1997 cl 6 2 1 2 utilizando cable de conexión a tierra desde la terminal a masa de la máquina principal a la conexión a tierra del edificio 5 El circuito SELV de ...

Page 23: ...er a instalar el equipo en cuestión Cualquier uso distinto INVALIDARÁ la aprobación otorgada al aparato si como resultado de dicho uso éste deja de cumplir con los estándares para los cuales se otorgó la aprobación Sicherheitserfordernisse gemäß UL Underwriter s Laboratories Inc Host Computer Wirtsrechner 1 Das Gerät Model AltiGen AltiServ ist nur in Verbindung mit Telekommunikationssystemen zugel...

Page 24: ...at macht diese Genehmigung ungültig Power Failure Fallas en La Energía Eléctrica Netzausfall In the event of a power failure the first telephone extension on each card except for the CD0012UD is connected directly to the first exchange line thus permitting access to dial the emergency services This telephone must be powered from the PSTN or have local battery backup capable of calling the emergenc...

Page 25: ...permitted or certified equipment to the telephone ports RJ11 of the patch panel or the audio in out jacks on the AltiServ card 2 Warning THIS EQUIPMENT MUST ONLY BE INSTALLED AND MAINTAINED BY SERVICE PERSONNEL 1 Advertencia Por razones de seguridad conecte solamente equipo permitido o certificado de ACA o AUSTEL a los puertos telefónicos RJ11 del tablero de conexiones o a los conectores de entrad...

Page 26: ...criterios No excedan de 5 mm en cualquier dirección o No excedan de 1 mm de ancho sin importar su longitud 3 Cualquier orificio del chasis que no cumpla con las especificaciones anteriores deberá cubrirse con una malla metálica perforada fija por dentro cuyas perforaciones no deberán exceder de 5 mm de diámetro 1 Das Kabel für die Hauptverbindungsleitung muß mindestens 26AWG entsprechen 2 Der Einb...

Page 27: ...e la fuente de alimentación 2 El conductor de conexión a tierra del equipo complementario no podrá ser de dimensiones inferiores mínimo calibre 8 AWG se recomienda el calibre 6 AWG a la dimensión de los conductores de alimentación sin conexión a tierra del circuito de la derivación El conductor de conexión a tierra del equipo complementario deberá conectarse a los productos en la terminal que se p...

Page 28: ... marked earth point 3 The host machine ISA bus pins B1 B10 or B13 MUST be tested to ensure that there is less than 0 1 Ohms to the earthing terminal 4 The host machine PCI bus pins complies with PCI Board specifications Rev 2 1 5V 32 bit 5 Prepare the chassis in accordance with the PC manufacturers instructions to receive the necessary PC cards ensuring the installation of extension cards does not...

Page 29: ... y se cerciore así de que la instalación de las tarjetas de extensión no redundará en la infracción de los Requisitos de Seguridad que se indican con anterioridad 6 Observe que cuando instala un sistema que utiliza tarjetas AltiGen el acatamiento continuo de las Directivas LD y EMC EU a nivel sistema son responsabilidad del proveedor del sistema 7 Prepare las tarjetas mencionadas con anterioridad ...

Page 30: ...enanforderungen PCI Board specifications Rev 2 1 5V 32 bit 5 Vor dem Einbau der entsprechenden PC Personal Computer Karten in das Gehäuse gemäß den PC Herstelleranweisungen ist sicherszustellen daß durch den Einbau zusätzlicher Karten die oben genannten Sicherheitsansprüche nicht verletzt werden 6 Beim Einbau einer Anlage mit AltiGen s Karten ist zu beachten daß die ständige Übereinstimmung mit de...

Page 31: ...of the first end user purchase Whom the Warranty Protects This warranty is valid only for the first end user purchaser What the Warranty Does Not Cover 1 Any product on which the serial number has been defaced modified or removed 2 Damage deterioration or malfunction resulting from a Accident misuse neglect fire water lightning or other acts of nature unauthorized product modification or failure t...

Page 32: ...n of the problem 3 For additional information contact AltiGen via e mail at support altigen com Effect of State Law This warranty gives you specific legal rights and you may also have other rights which vary from state to state Some states do not allow limitations on implied warranties and or do not allow the exclusion of incidental or consequential damages so the above limitations and exclusions ...

Page 33: ... Chapter 3 Software Installation describes 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 ...

Page 34: ...ltiWare with the Alti IP 600 phone Chapter 18 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 19 Tools gives a brief overview and general instructions for using AltiWare tools Chapter 20 Basic Call Router Call Router Advanced gives general instructions for using Basic Advanced CallR...

Page 35: ... the corresponding hard ware package pre installed in a generically configured working condi tion to significantly reduce installation time Also all systems support traditional and IP phones AltiServ Small Office Part ALTI OFFICE1A 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 t...

Page 36: ...at is dramatically 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 6 AltiWare OE 4 6 System Key AltiView 4 6 AltiWare OE Documentation Package Two 0x12 Triton Analog PCI Station Card 24 Station 30 Session License Windows 2000 Server Servi...

Page 37: ... extension ports and 8 analog trunk ports The configuration is expandable to 120 ports Components Chassis Specifications AltiWare OE 4 6 AltiView 4 6 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 harm...

Page 38: ...h on a 4U industrial strength 10 slot cabinet with only one slot filled in the initial configuration The initial 12 ports are VoIP ports and the system expands expandable to 228 ports Components Chassis Specifications Windows 2000 Professional AltiWare OE 4 6 ALTI OELIC450 016 16 Station License Key ALTI CD00804UD SPH001 8x4 ISA Quantum Card ALTI TTIP 8 12 port VoIP Triton PCI Card 8 Alti IP 600 I...

Page 39: ...xtensions ports installed This AltiServ platform must be equipped with a Windows 2000 Server or a Windows NT 4 0 or higher Server with Service Pack 6a or higher installed Components Chassis Specifications Windows 2000 Server w 5 User License AltiWare OE 4 6 ALTI OELIC450 012 12 Station License Key ALTI TTIP 8 12 port VoIP Triton PCI Card 4U Rack Mount Chassis w slide rails 2 ISA x 8 PCI Supports a...

Page 40: ...API Service Provider Voice over IP Digital T1 PRI E1 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 AltiGen Trito...

Page 41: ...or higher does not support Quantum Rev C C boards Upgrade Quantum boards to Rev D prior to installing OE 3 0 or higher software Triton Boards Triton VoIP Board a 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 12 or 30 IP trunk ports See System Limitat...

Page 42: ... lamp 5V PCI slot is required for each Triton Analog Station Board Triton Analog Trunk Board a long form factor PCI telephony card that supports 12 trunks available in two models loop start ground start LS GS and loop start LS Both models have the same features regarding LS The LS GS board is required when ground start trunks may be required You can install up to 16 Triton Analog Trunk boards per ...

Page 43: ... group call routing multiple trunk and route access codes scheduled call routing and flexible call restrictions For effective system management AltiWare provides information about system traffic and statistics to help the system administrator understand the dynamics of business communications and adjust resources such as the number of outside lines accordingly For more information on using PBX fea...

Page 44: ... specify area codes and or phone numbers that are restricted system wide up to 10 digits are allowed to specify area codes and or phone numbers that are restricted on an extension by extension basis Or you may block ALL outgoing calls Caller ID fully supports the Bellcore Caller ID standard and displays alpha and numeric caller ID and name on a standard analog telephone with a display Up to 64 cha...

Page 45: ...transmission Tone or voltage based message waiting options can also be selected Phones with FSK based message waiting indicator are highly recommended Hands Free Intercom Mode by pressing 81 on their speaker phone users can receive calls without having to pickup the handset to answer Hands Free Manual Answer Mode 82 allows another version of this function Hop Off Calls over T1 PRI Tie Trunks multi...

Page 46: ...s may also record and use personalized Initial and Subsequent greetings to be played for callers in queue Music or Message on Hold when the system is connected to an external audio source this allows callers to hear music or pre recorded messages while waiting on hold One Number Access a feature that eliminates telephone tag by forwarding important callers to predetermined numbers according to a d...

Page 47: ...extension on each Quantum board to be automatically connected Ensures emergency outside line access in case of power failure Return to Auto Attendant after leaving a voicemail message and pressing to send it incoming trunk callers are prompted with the option to return to the Auto Attendant to try another path or person System Call Park and Pick Up allows user to park and pick up a call at a publi...

Page 48: ...s Digit event will be sent through AltiLink Plus when the caller presses any key during AA Trunk Interface Analog loop start ground start and wink start DID Digital PRI ISDN T1 E M loop start and ground start Virtual Extensions an extension that is not associated with a physical port but allows access to the AltiGen Voice Mail System features and telephone sharing Up to 2 000 total physical virtua...

Page 49: ...are for the next call or logout of the group This wrapup time is configurable on a per member basis Holiday Routing routes inbound DNIS and trunk calls on designated holidays to specified destinations You can create separate routes for business and non business hours on half day holidays Huntgroup a group of related phones that can be set up to share particular lines so that if the first line is b...

Page 50: ...al Huntgroup Based Workgroup Optional Call Routing for special call handling applications incoming calls can be routed to a group For automatic distribution calls can be distributed to the first available group member or among group members according to the following options Ring First Available Member for huntgroups Ring Next Available Member for huntgroups Ring All Members for huntgroups Ring Lo...

Page 51: ...nse that with the Triton Resource Board allows a workgroup supervisor to silently monitor calls between workgroup agents and callers In OE 4 6 calls can be monitored regardless of login status by AltiSupervisor Workgroup Barge In with the Triton Resource Board allows a workgroup supervisor to barge into calls between workgroup agents and callers The supervisor can barge in on a specific agent by e...

Page 52: ...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 Failover Routing allows the Auto Attendant to provide a new menu path as a failover action i...

Page 53: ...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 Voice Mail Playing Order Administrators can configure users voice mailboxes to play the oldest or the newest message first Future Deliver...

Page 54: ...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 Messaging allows users to leave a private message in their voice mail for t...

Page 55: ... 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 calls in...

Page 56: ... allows 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 ad...

Page 57: ...roups 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 to monitor Monitoring is available within AltiView and ...

Page 58: ...r 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 E1 Features T1 PRI features include ANI DNIS Transport over T1 PRI Tie Trunks ANI Automatic Number Identification and DNIS Dialed Numb...

Page 59: ...ing 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 toll quality 64K digital voice encoding which guarantees interoperability for better voice quality G 723 1 ...

Page 60: ... is able to buffer incoming packets and re sequence them by maintaining a queue This queue is adjustable to accommodate different network environment characteristics Release Link Tie when transferring between two systems through IP tie trunks the trunks can be released by pressing FLASH Ring Back Tone Generation ring back tones can be generated to other analog trunk or extension lines on behalf of...

Page 61: ...m IP Trunk Blind Supervised One Number Access Message Notification Reminder Calls Multi Location Conferencing Call Park Call Waiting Call Forwarding Automatic Call Distribution Auto Attendant System Call Back Calling Out from Voice Mail Zoomerang Dial Last Caller Speed Dialing Call Accounting Caller ID Voice Mail MS Exchange Integration AltiConsole Client Support AltiReach Support AltiView AltiVie...

Page 62: ...s are described throughout this chapter AltiConsole a personal computer based Attendant console connected to the AltiServ over a network emulates a standard hardware based Attendant console through software has the flexibility of adding new features through software without changing the hardware In OE 4 6 the following change has been made Huntgroup workgroup calls in queue will be displayed in Al...

Page 63: ...ion that uses the AltiAdmin Auto Attendant and AltiAPI Data Directed Routing features to match incoming trunk call data against customer records built using the Call Router GUI The Call Router Advanced license gives additional features including dynamic searching of DNS data to match against incoming call data and workgroup call queue announcements In OE 4 6 the following enhancement has been made...

Page 64: ...Key AltiServ Characteristics 1 30 AltiWare OE System Installation Administration Manual ...

Page 65: ...rocess and upon system reboot One pre assigned DB 25 parallel port system key is included with every copy of AltiWare OE 4 6 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 ...

Page 66: ...tion IBM PC compatible system with adequate number of full size ISA and PCI slots Microsoft Windows NT Server 4 0 with Service Pack 6a or higher installed or Microsoft Windows 2000 Server Microsoft Internet Information Services version 5 or higher for NT version 3 or higher for Windows 2000 web server software that is supplied with Windows must be installed prior to installing AltiWare This is nec...

Page 67: ...e Power Supply UPS Using a UPS prevents power fluctuations and surges on power sources from utilities Windows NT files can be corrupted as a result of power failure or improper system shutdown Caution Corrupted files may not be repairable and may require re installation of Windows NT and AltiWare To protect your system from surges and power outages it is strongly recommended that an adequate UPS p...

Page 68: ...on procedure is to install the VoIP boards first then set up the IP extensions If there are no VoIP boards in the system and no IP extensions are loaded then no IP extensions can be set up Functional Specifications Quantum Board Each Quantum telephony board has eight voice channels so eight ports can listen to voicemail simultaneously One port will remain active even if the system has a power fail...

Page 69: ...r Quantum D Board Automatic Power Failure Transfer ISA Bus Triton Analog Extension Board The Triton Analog Extension telephony board has a dedicated voice channel for every extension port and FSK only message waiting The Triton Analog Extension telephony board has the following functional characteristics LED Indicators LED 1B LED 1A Status ON ON 5V is OK 12V is OK normal operation OFF OFF Power ca...

Page 70: ...and voice silence activated answer supervision This board is also compatible with major PCI chassis vendors The Triton Analog Trunk board has the following functional characteristics MVIP compatible 256 Port Non Blocking Switch Matrix Jumper Free Configuration 32 bit 5v PCI Bus Compliant with EIA464 Tone detection for fax tone modem tone and voice LS GS LED Indicators LS LED Indicators LED 1B LED ...

Page 71: ...ction for fax tone modem tone and voice Triton Resource Board The Triton Resource board enables call center supervisors to barge in or silently monitor conversations Up to two Resource Boards can be installed in one system Up to 12 simultaneous supervisor silent monitoring or barge in sessions are supported for each board The Triton Resource board has the following functional characteristics LED I...

Page 72: ...p with the sockets on the MVIP cable Failure to do so may result in pins being pushed down toward the bottom of the MVIP connector on the board The MVIP test will detect these errors For complete instructions on how to install Triton and Quantum boards please refer to the Quick Installation Guide which is provided with every AltiGen board package TritonDef inf When a new PCI board is installed in ...

Page 73: ...ortanlage mit der gewünschten Kombination von Haupt und Nebenanschlüssen Table 2 AltiGen Telephony Board Options Board Tarjeta Karte Model Number No de Modelo Modell Nummer Description Descripcion Beschreibung Quantum1 ALTI CD0408UD SPH001 4 trunks troncales Haupt and 8 extensions extensiones Nebenanschlüsse Quantum1 ALTI CD0804UD SPH001 8 trunks troncales Haupt and 4 extensions extensiones Nebena...

Page 74: ...jeta por cada licencia Los puertos originales conservan su configuración Bei der Aufrüstung zur AltiWare OE 4 6 werden alle 8 Anschluß Karten autom atisch zu 12 Anschluß Karten aufgerüstet Mit der Lizenz zur Aufrüstung für 30 Anschlüsse kann die 12 Anschluß Karte zu einer 30 Anschluß Karte aufgerüstet werden Eine Kartenaufrüstung pro Lizenz Die ursprünglichen Anschlüsse behalten ihre Konfiguration...

Page 75: ...d Installation Board Type Maximum in a System Board ID Range Total Ports Triton VoIP 12 port 10 0 9 120 Triton VoIP 30 port 2 0 9 60 TOTAL Triton VoIP boards 10 120 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 E1 PRI 8 0 7 Triton Resource 2 0 1 TOTAL T1 PR...

Page 76: ...rgiebedarf The power requirements are as follows for each individual board Los requisitos de energía eléctrica son los que se indican a continuación para cada tarjeta individual Die folgende Tabelle zeigt den Energiebedarf jeder einzelnen Karte an 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...

Page 77: ...nales de enfriamiento Es menester que estos abanicos reduzcan efectivamente el calor e incrementen el flujo de aire que ingresa a las tarjetas de telefonía AltiGen a fin de garantizar la confiabilidad del sistema Die interne Anlagentemperatur darf die vorgeschriebene Betriebstemperatur nicht überschreiten Befinden sich mehr als zwei AltiGen Fernmeldekarten in der Anlage empfiehlt sich der Einbau z...

Page 78: ...t werden Dieser Ventilator hat die Aufgabe effektiv Hitze zu reduzieren und gleichzeitig den Luftstrom zu den Fernmeldekarten zu erhöhen um die Zuverlässigkeit der Anlage zu gewährleisten Beim Einbau eines Ventilators in die AltiWare Anlage sind die dem Ventilator beigefügten Anleitungen zu beachten Proper Board Handling Procedures Handle boards by the edges only Always hold the boards individuall...

Page 79: ...ocess boards must be removed from the anti static bag and placed gently on a dissipative workstation mat so that they become discharged safely before being touched The dissipative mat should have a rubber upper layer and conductive bottom layer Regular cleaning of the mat should be done using an anti static mat cleaner The following table contains the operating specifications for the AltiGen telep...

Page 80: ...s necesario utilizar un tapete ESD para disipar la estática y pulseras tobilleras de aterrizada Durante el proceso de ensamble manual las tarjetas deben retirarse de la bolsa antiestática y colocarse suavemente sobre el tapete dispersivo de la estación de trabajo de tal manera en que éstas se descarguen en forma segura antes de que las toquen El tapete dispersor debe contar con una capa superior d...

Page 81: ...elegt werden bevor sie berührt werden dürfen Die Dissipationsmatte muß eine gummierte Oberseite und eine konduktive Unterseite haben Beim regelmäßigen Reinigen der Matte muß ein antistatisches Reinigungsmittel verwendet werden Die folgende Tabelle enthält die funktionierenden Spezifikationen für das AltiGen Telephoniebret Packaging for Shipment and Storage AltiGen telephony boards are packaged and...

Page 82: ... for 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 con...

Page 83: ...s CallRouter Contains the CallRouter installation program CDR Contains the CDR Search Client that allows you to search a Call Data Reporting database along with documentation and external logger service DINA Manager Contains the DINA Manager installation program Documentation Contains the AltiWare OE System Installation and Administration Manual and the AltiView and AltiServ User Guide in the Adob...

Page 84: ...talling or upgrading the AltiWare OE software from the AltiWare OE Release 4 6 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 4 0 or above you should back up all the configuration information to a different location suc...

Page 85: ...alling AltiWare OE 4 6 If AltiWare 2 x or 3 0 is installed first upgrade to 4 0 then upgrade to 4 6 Firewall Considerations If you are using a firewall in the AltiWare OE 4 6 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...

Page 86: ...al VoIP RTP VoIP RTP From 49152 to Nb Web Client AltiLink NetMeeting Chat plus VoIP ports described above 10025 1720 AltiGen IP Phone 10032 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 boards 1 Client Server TCP UDP ...

Page 87: ...e 4 6 License Summary License Type Description Notes AltiServ Contact Center Site Required for ACC Product Workgroup related options will be disabled if this license is not installed AltiView Site This license enables the AltiView client AltiView cannot connect to AltiServ without this license AltiView does not require session license AltiWeb Site This license enables AltiWeb function External Log...

Page 88: ...ith them All license keys are individually tracked and can only be registered to one system key Individual license keys cannot be reactivated or installed on a different system once it has been registered the first time The same license key cannot be associated with multiple systems even on the same customer site Through registration AltiGen tracks all licenses shipped which licenses have been ins...

Page 89: ...ot work for registration Registration Methods There are two ways a system can be registered These are based on the ability of the AltiServ system being installed and registered to have Internet access Manual Online Registration If there is no access to the Internet from the server being installed the Installer must go to a PC with Internet access and manually register the software A registration t...

Page 90: ... and associated license keys Completion of the final step of this process generates an activation file that will be used to populate the actual system with valid registration information WARNING Once a license key is associated with a system key it cannot be reassigned to another system Remember that some licenses for OE 4 6 are specific for that release For upgrades some 4 5 licenses must be conv...

Page 91: ...installed prior to the upgrade the following licenses will be granted 10 Agent Seat 10 AltiAgent Client Session 1 AltiSupervisor Client Session 1 AltiView Site License AltiServ Contact Center license After upgrade all extensions belonging to workgroup s will be set as agents and be placed in the logout state The package will not include a system key For step by step instructions on the upgrade pro...

Page 92: ...nsion numbers All extensions in the AltiServ configuration 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 and groups already configured Internet Explorer 5 0 ...

Page 93: ...n you must have domain administrator rights 4 Insert the AltiWare OE CD ROM into the CD ROM drive 5 Select and read the Readme txt 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 correspond...

Page 94: ...or VoIP Rev A1 A2 boards are found These boards are not supported 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 fol...

Page 95: ...e Installation 14 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 96: ...nstallation Administration Manual 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 97: ...and icons Upgrade 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...

Page 98: ...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 28 If you do not register and activate your licenses only eight 8 physical ports will be available for use ...

Page 99: ...tall it before installing AltiWare OE 4 6 If AltiWare 2 x is installed first upgrade to 4 0 then upgrade to 4 6 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...

Page 100: ... 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 Alti...

Page 101: ...ribed beginning on page 3 2 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 I...

Page 102: ...l 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 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 4 0 license keys...

Page 103: ...istered Licenses If no licenses are registered you will see the following Installation Options window You may choose the following options a Provide the activated license file if you select this option and click Next enter the path of the exctl file in the License Path page then click Next to proceed to Step 12 ...

Page 104: ...ptions window You may choose the following options a Provide the activated license file If you select this option and click Next enter the path of the exctl file in the License Path page then click Next to proceed to Step 12 b Check the register 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 the...

Page 105: ...s License Information window Click Online Register to activate your license s and follow the steps for online registration on page 3 31 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 ...

Page 106: ... Setup 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 107: ...Administration Manual 3 25 3 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 108: ...tall AltiWare 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 109: ...t the results of the MVIP test or if the MVIP test is skipped You can restart your computer now or later then click Finish to end Setup 21 If the MVIP test fails it is recommended that you address the MVIP failure before you reboot the system You can manually run the MVIP test program through Start AltiWare AltiWare Tools MVIP test 22 Reboot the system to finish the upgrade process ...

Page 110: ...ble by adding station licenses Each license you enter adds to the previous total Sessions AltiWare OE includes a single session license You may increase the number of concurrent client sessions by purchasing additional session licenses packages Each license you enter adds to the previous total In AltiWare OE 4 6 the AltiContact Manager license allows you to enable this add on option for call cente...

Page 111: ...OE System Installation Administration Manual 3 29 3 Software Installation 1 From the About AltiWare window in AltiAdmin click on the License Information button 2 Click the Registration button to open a new License Information window ...

Page 112: ...se 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 ...

Page 113: ...llation ID 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 ...

Page 114: ...llation Administration Manual 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 115: ...nistration Manual 3 33 3 Software Installation 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 116: ...h as unsupported 4 X 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 displays the...

Page 117: ...ion 12 The 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 118: ...v 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 119: ...iption of 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 butto...

Page 120: ...n 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 accessed...

Page 121: ...tration 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 122: ... 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 123: ...nstallation Administration Manual 3 41 3 Software Installation 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 124: ...as unsupported OE 4 X 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 displays th...

Page 125: ...e next web 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 126: ...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 98 When y...

Page 127: ...minister 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 pass...

Page 128: ...system or for 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...

Page 129: ...en run the MVIP test 11 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 Un...

Page 130: ...sing 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 removed older Quantum Triton boards back into the computer 8 Reboot the computer 9 Reinstall the previous OE and the previous version of ...

Page 131: ... installing AltiWare OE Setup cannot detect your system key You must plug your system key into either a parallel or USB port for upgrading to AltiWare OE 4 6 Make sure your system key is fully inserted into your parallel or USB port prior to installing AltiWare OE If error persists reboot the system then run setup again Setup has not detected your system key If you proceed the installation WITHOUT...

Page 132: ...s 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 Failed to upgrade AltiWare databases The previous database may be corrupted Restore the last known working database and try again If error persists contact your Authorized AltiGen Dealer Error Message Solution ...

Page 133: ...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 3 44 Logging in for t...

Page 134: ...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 IP Trunk Traffic which is the 6th window at the bottom in the above example Note If using Windows XP for AltiAdmin or client applications please note t...

Page 135: ...iew 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 shortcuts to frequently accessed functions From left to right the toolbar icons are as follows Logout and login Click the light blue monitor at the left...

Page 136: ...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 Log Opens the System Log window the same function as Report System Log System Help Opens the online help system main window the same function as Help Help About Opens the About AltiWare window which displays version ...

Page 137: ...the internal system setup and active status Boards View Window The Boards 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 the logical ID 0 the sequential location of the board card model number name of the board and physical ID the ID set using the...

Page 138: ... 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 logs off and back onto an IP extension You can double click any extension number to open the Extension Configuration window for the selected exte...

Page 139: ...nk View Window The Trunk View window displays the status of all assigned trunks Figure 5 Trunk View window The radio button to the left of each trunk location is green when the trunk is idle and red when the extension is not ready or in use The location format is slot channel for example channel 3 on the board in slot 9 is location 09 03 You can double click any trunk location to open the Trunk Co...

Page 140: ... 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 currently on the phone or who are unavailable with the Do Not Disturb or other status Wait the number of agents who are in wrapup mode Queue the number of calls waiting to be ans...

Page 141: ...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 The IP Trunk Current Traffic Statistics window displays currently active calls for IP...

Page 142: ...gure 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 Current Traffic Statistics window is updated according to the Refresh Interval configuration By d...

Page 143: ...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 data services remain active they are needed to run the system of cours...

Page 144: ...Stopping the AltiGen Switching Service 4 12 AltiWare OE System Installation Administration Manual ...

Page 145: ...ve 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 Restriction prefixes to block toll call prefixes and call control Account Code tables for creating and removing account codes Call Reports CDR logging and data export...

Page 146: ...e and number operator 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 Descr...

Page 147: ...hapter 8 Extension and Group Configuration Distinctive Ring Enables users to distinguish between internal external and operator calls by the way the phone rings Enable Distinctive Ring establishes a short double ring cadence for internal calls and a normal single ring for external calls Unselected both rings are normal Enable Operator Priority Ringing produces a long single ring between short paus...

Page 148: ... first deleting all the 7nnn extensions Conference Bridge Option Selected conference calls will end when all internal lines have disconnected from the conference bridge Not selected the conference connection can continue between outside parties even after all internal parties have disconnected Note For conference resource limits information refer to AltiWare Conference Resource Limits on page 2 18...

Page 149: ...ameter 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 already con...

Page 150: ...4 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 necessa...

Page 151: ... the IP Dialing Table as discussed in Defining an IP Dialing Table on page 5 27 and set the VoIP codecs as discussed in Setting VoIP Codecs on page 8 11 Note After setting the IP Trunk Access code here you should set the Trunk Access Codes of any 30 port VoIP boards to None on the General tab of the Trunk Configuration window see Setting General Trunk Attributes on page 7 3 This will prevent users...

Page 152: ...tion is in operation The business hours schedules are used to set other AltiWare settings 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 i...

Page 153: ...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 lunch break o...

Page 154: ...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 155: ...e 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 8 27 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 156: ...econd 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 157: ...gement 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 dialing prefix...

Page 158: ...l The prefix used for international calls For example this is 011 for international calls made in the USA Setting Emergency Numbers In the event that a person dialing a number in an emergency 911 for example forgets to press the trunk access code to dial out entering the number in the Emergency Number field will have the system automatically find the trunk access code to seize the call You may ent...

Page 159: ...ssed in Setting up T1 or PRI Channels on the Triton T1 PRI Board on page 6 39 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 Creating Account...

Page 160: ...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 161: ...hough 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 you choose to ma...

Page 162: ...Configuration on the Management menu then click the Call Reports tab Figure 9 Call Reports window System Configuration Internal Local Logging 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 ...

Page 163: ...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 AltiDB DBBackup folder Select a Renew option to specify how often to save the backup files Al...

Page 164: ...edule regardless of when you actually make the Renew selection External Remote Logging of Call Data AltiWare allows you to output call accounting to a Microsoft SQL 7 or SQL 2000 database or to a third party external application In either case the database cannot 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...

Page 165: ...te AltiGen does not provide any SQL backup and restore utility We strongly recommend that you use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs and use a restore utility to restore the database If you need to reconstruct the SQL server run the External Logger Setup to create an empty calldb database before restore Parameter Description Enable Check to enable exter...

Page 166: ...ocessing field group Then select an Available Port and the Baud Rate Managing Messages The Messaging function provides for setting basic parameters 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 Parameter Description Enable Check to enable external r...

Page 167: ...tification Retries When a message is sent to a user s email in box or voice mailbox and outcall notification is configured notification is sent to the user You can set the retry setting for the notification as follows Parameter Description Maximum Retry Count Can be between 0 and 16 This is the number of times the system will try to deliver a voice message notification after the original attempt F...

Page 168: ...essages If checked the system warns the user that saved messages will be deleted due to their retention time expiring The message is given the day before the messages are automatically deleted and the user then has the option to either keep or delete the message By default this feature is enabled Note If this feature is disabled saved messages are deleted automatically without warning when they ex...

Page 169: ...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 server on the AltiServ system Postmaster Ext This field defines the extension that will be assigned as a Postmaster Extension When the e mail ...

Page 170: ...at require dialing area codes but do not require dialing 1 first 1 10 Digit Dialing Calls within the home area code that require 1 Area Code Number Accessing Area Codes Setup To access the Area Code window select System Configuration on the Management menu then click the Area Codes tab Parameter Description Synchronize with Exchange Server Before selecting this option to use an Exchange Server you...

Page 171: ...ntries for deletion by using Ctrl click Click Apply to save your changes and OK to save and close the window You can type an area code alone or an area code prefix if needed When you type the area code and prefix optionally you can connect them with a single hyphen for example 510 487 or 212 677 The optional hyphen is for your convenience and readability Using the same examples 510487 and 212677 a...

Page 172: ... 2 or 3 a seemingly simple choice However simple it seems though it needs to be given some thought before it is set Location IDs are used system wide and a coordinated configuration is recommended It is highly recommended to use the same length for the location ID for all networked AltiServ systems It may also be advantageous to use the same location IDs at all locations For example if the locatio...

Page 173: ...tem Configuration on the Management menu then click the IP Dialing Table tab Figure 16 Dialing Table window System Configuration Setting the Location ID Digit Length Set the length in the Location ID Digit Length drop down list noting the discussion about the length in the previous section Defining Remote Locations To add a location click the Add button to open an entry dialog box ...

Page 174: ...ne of the following formats RFC assigned IP address e g 100 100 100 100 IP addresses with prefixes of 10 0 0 0 8 172 16 0 0 12 or 192 168 0 0 16 can only be used within private networks Intranets Fully qualified DNS name e g newyork altigen com of up to 64 characters This IP address format is recommended over DNS names since with the IP address the application does not need to resolve the name Rem...

Page 175: ...NIS table for an incoming call a full match is required If there is no match in the DNIS routing table set up in this window the system tries to match the number based on the DID number entered in the General page of Extension Configuration see Setting up Extensions on page 8 3 If there is still no match the system routes the call according to the In Call Routing page defined in Trunk Configuratio...

Page 176: ...dialog 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 hyphen asterisk and the numbers 0 9 For example 2529876 is an acceptable entry The DNIS Name is descriptive and optional it can be used to remind you about the nature of the number and routing For...

Page 177: ...Route to 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 d...

Page 178: ...e 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 automatically and s...

Page 179: ... 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 re done click OK to close the Trunk Configuration win...

Page 180: ...ction 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 a voice mail to a...

Page 181: ...w displayed 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 i...

Page 182: ...ow 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 check the Logout...

Page 183: ...ltiWare 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 184: ...you install it and run it The Board ID must be the range of 0 to 15 and each AltiServ system supports a maximum of 2 boards Once 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 erro...

Page 185: ...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 8 15 or a Trunk Line Properties ...

Page 186: ...g 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 syste...

Page 187: ...n 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 Setting the Line Properties on page 8 14 Span Info Not available for T...

Page 188: ... ID assigned 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 Do...

Page 189: ...e Triton VoIP board AltiWare VoIP uses DSP engines residing on the Triton VoIP board to perform the voice processing functions needed for H 323 devices Quantum and Triton boards are connected via MVIP connectors The Triton VoIP board is available as a 12 port and 30 port board Important Triton 30 port VoIP boards are recommended for use with IP extensions only or for tie trunk configurations to ot...

Page 190: ...VoIP board The device driver provides access to resources on the Triton VoIP board to applications Port Specifications See Chapter 2 System Limitations for limitations on configuring Triton VoIP boards and ports Network Configuration Guidelines for VoIP Real time applications such as voice communications require a networking environment that meets certain requirements to deliver and maintain good ...

Page 191: ...sted according to the bandwidth allocated to data traffic For example a long Ethernet packet approximately 1500 bytes traversing through a WAN which is allocated with 256 kbps of data traffic bandwidth will take about 50 milliseconds The Jitter Buffer value should be set to this WAN link transmission delay plus the typical network jitter delay Refer to VoIP Trunk Configuration for more information...

Page 192: ...minimize the delay of latency sensitive voice packets This is ESPECIALLY important with long access lists and or slow routers Network Using NAT If you plan to connect to your AltiServ system via the Internet and your router or Internet access provider is using Network Address Translation NAT please note that most NAT implementations DO NOT support H 323 You are probably using NAT if both of the fo...

Page 193: ...o perform the following for the Alti IP 600 1 Configure the DHCP server to assign a private network IP address for each phone based on the phone s MAC address printed on the label on the bottom of the IP Phone 2 Private IP address needs to be added to AltiServ and TFTP server as well 3 Launch an AltiGatekeeper with private IP address and point to AltiWare s private IP address Configuration Guideli...

Page 194: ... you use the NAT configurations as described in Private and Public Network Configuration AltiWare with Both Private and Public IP Addresses on page 6 18 When the remote offices have more than 1 one IP phone behind NAT it is recommended that you use the VPN configurations as described in VPN Network Configuration Connecting to AltiWare with VPN on page 6 20 You may also apply this configuration in ...

Page 195: ... a specified IP address of H 323 endpoint behind the NAT This H 323 endpoint can be one of AltiWare s or the IP phone The IP address of this H 323 endpoint is referred to as H323FWIP H 323 Forward IP address Private IP address Only the private IP address is used in private network the public router will not route the packet that has a private IP address as its destination All IP addresses beginnin...

Page 196: ...ub or switch is necessary to connect this router IP phone and PCs In the case where the DSL Cable Modem supports H 323 over NAT the router and the DSL Cable Modem can be converged into a single system Please refer to Setup on page 6 15 for detailed configuration of IP phones and routers Public Network Configuration AltiWare with Public IP Address Figure 7 AltiWare with Public IP Address Figure 2 s...

Page 197: ...address which is 169 254 101 2 Router 1 Router 1 is a normal router and the firewall is optional It is recommended that the user install a firewall for security reasons However you should configure the firewall to allow the H 323 traffic to reach AltiWare For firewall considerations refer to Firewall Considerations on page 6 23 For the Remote IP phone by using NAT IP Phone 3 When configuring remot...

Page 198: ...nd NAT Figure 8 AltiWare behind NAT Figure 3 shows a private network 192 168 1 0 where the AltiWare is installed and running on a host with a private IP address 192 168 1 2 Router 1 is a H 323 NAT router The local IP phones IP Phone 1 and IP Phone 2 use the private IP addresses 192 168 1 100 and 192 168 1 101 respectively There are two remote IP phones IP Phone 3 with a private IP address 192 168 ...

Page 199: ...ge 6 24 For the Remote IP Phone Using NAT IP Phone 3 When configuring remote IP Phone 3 you should set up the AWIP to Router 1 s public IP address which is 169 254 56 169 Note that only ONE 1 IP phone can be behind the NAT and connect to the AltiWare through the H 323 NAT Router 2 Router 2 is a router supporting H 323 NAT with the remote IP phone connected You need to set up the H 323FWIP for this...

Page 200: ...rivate to AltiWare H 323 NAT is not required in the local network Figure 4 shows this network layout where the AltiWare is installed and running on a multi homed host with private IP address 192 168 1 2 and public IP address 169 254 101 2 IP Phone 1 uses the private IP address 192 168 1 100 and IP Phone 2 uses the public IP address 169 254 101 100 There are two remote IP phones IP Phone 3 with pri...

Page 201: ...e 2 When configuring the local IP phone with public IP address IP Phone 2 you should set up AWIP to AltiWare s public IP address which is 169 254 101 2 Router 1 Router 1 is a normal router and the firewall is optional It is recommended that the user install a firewall for security reasons However you should configure the firewall to allow the H 323 traffic to reach AltiWare For firewall considerat...

Page 202: ... which is 169 254 101 2 For an H 323 IP Call from Another AltiWare on Internet Another AltiWare can make an H 323 IP call to this AltiWare by calling the AltiWare s public IP address which is 169 254 101 2 VPN Network Configuration Connecting to AltiWare with VPN Figure 10 AltiWare with VPN In a small branch office there are more than one IP phones with private IP addresses that require connection...

Page 203: ...ivate IP address 192 168 1 100 and 192 168 1 101 And the three remote IP phones IP Phone 3 IP Phone 4 and IP Phone 5 connect to the branch office network with private IP addresses 192 168 2 100 192 168 2 101 and 192 168 2 102 respectively Setup For the Corporate LAN AltiWare AltiWare is installed and running at same host with private IP address 192 168 1 2 IP Phone 1 and IP Phone 2 When configurin...

Page 204: ...s not certified this product or any other router at this time Local Secure Group specifies the local network which can access the VPN tun nel at the corporate network Subnet IP 192 168 1 0 Corporate Network Subnet Mask 255 255 255 0 Remote Secure Group specifies the remote network which can access the VPN tun nel at the branch office net work Subnet IP 192 168 2 0 Branch Office Net work Subnet Mas...

Page 205: ...35 AltiConsole AltiLink 10025 AltiControl AltiLink 10025 AltiReach AltiLink 10015 AltiView AltiAgent AltiLink VM Service 10025 10028 Supervisor AltiLink Internal External CDR Logger 10025 10027 CDRSearch AltiLink Internal External CDR Logger 10025 10027 TAPI Client TAPI Gateway 10026 AltiGen IP Phone AltiGen IP Phone Service 10032 VoIP H 323 H 225 Gatekeeper VoIP H 323 H 225 1720 1718 1719 VoIP Me...

Page 206: ...endpoint is AltiWare the NAT router must be configured to forward the following ports to the H 323 endpoint s private IP address If this H 323 endpoint is an AltiGen IP Phone the NAT router must be configured to forward the following ports to the H 323 endpoint s private IP address Polycom Between 2222 2242 and 1718 1719 a It is recommended that this be run only in an intranet b N 49152 62 number ...

Page 207: ...ndant or direct dial to an extension without having to dial out through the PSTN A diagram illustrating a multiple AltiWare to AltiWare connection is provided below and is referred to as an example throughout the configuration instructions below Figure 11 AltiServ to AltiServ Connection Follow the steps below to configure IP trunks for an AltiWare to AltiWare tie trunk line connection 1 Confirm th...

Page 208: ... Codecs on page 8 12 6 Repeat steps 1 through 5 for all local and remote AltiWare systems that are to be networked via tie trunk line connection This completes the AltiWare to AltiWare network connection Your organization is now ready to make and receive IP trunk calls through public or private IP networks Note Extension users should refer to the AltiView and AltiServ User Guide for instructions o...

Page 209: ...uration on page 7 13 for more detail Troubleshooting Common Symptoms and Solutions The following are some of the most common problems you may encounter and a list of steps to troubleshoot and resolve these problems Poor Voice Quality When voice quality is poor try the following 1 Perform a Loop Back Test Call yourself by dialing out and dialing back into yourself If you don t have any problems per...

Page 210: ... 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 over the IP network 5 Check the AltiWare IP Dialing Table for Dialed Digits Length Refer to Defining an IP Dialing Table on page 5 27 6 Check if Ca...

Page 211: ...to the way Quantum telephony boards are used for analog trunks and extension lines AltiWare OE uses DSP engines residing on the Triton T1 PRI board to perform the voice processing functions needed for either T1 or PRI service Quantum and Triton boards are connected via MVIP connectors For information on how to install Triton T1 PRI boards refer to the Quick Installation Guide provided with every b...

Page 212: ... recommended DOD Framing Super Frame SF D4 Extended Super Frame ESF recommended Line Coding Alternate Mark Inversion AMI B8ZS recommended DNIS Caller ID DTMF Dual Tone Multi Frequency Physical Termination RJ 48X or RJ 48C Wire 4 wires 800 Service you decide Termination Impedance 100 ohms Type of Registered Services Provided BN 1 544 Mbps SF without power DN 1 544 Mbps SF B8ZS without power 1KN 1 5...

Page 213: ...unk line coming in from the phone company to the PBX A CSU can terminate signals repeat signals and respond to loopback commands sent from the central office Service Parameters for PRI To subscribe to PRI service certain parameters are required to establish service The information provided below identifies the recommended and supported parameters for PRI service PRI Service Request Information Whe...

Page 214: ...l The default setting is the last channel Every span should select a D channel within the span OE 3 5A and higher does not support shared D channel NFAS or back up D channel Hunting Most Idle Least Idle Ascend Descend DNIS Digits can be 3 to 10 digits CSU DSU Requirements The CSU channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX A CSU...

Page 215: ... the same options as the Quantum board which are discussed in Configuring the Quantum Board on page 6 2 but there are additional options available The Board ID must be in the range 0 5 The Board Configuration button invokes a configuration dialog box Figure 14 Triton T1 Configuration dialog box This dialog box displays the board serial number and allows you to reconfigure the Clock Frequency Digit...

Page 216: ...pan 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 6 38 and the Status Messages table beginning in the next section Triton T1 Configuration Triton T1 PRI Dialog Box Double clicking the span line for a Triton T1 board in the Span Info window invokes a T1 ...

Page 217: ... T1 interface drop Reset Board If this does not work board must be replaced HDLC Failure NO HDLC FRAMES HDLC High level Data Link Control No HDLC framing is detected on the selected D Channel This is a PRI specific issue Check with CO on D Channel usage for pos sible mismatch between your selection of D channel and CO s selec tion OR CO may have locked D Channel Contact CO to unlock Line Failure N...

Page 218: ...valid framing is detected Possible span mis con figuration i e ESF is selected but the actual framing is SF or vice versa Check span con figuration Setup Failure RED ALARM BPV BPV Bi Polar Viola tion Location condition equipment problem For excessive BPV check AMI B8ZS setting Setup Failure RED ALARM LCV LCV Line Code Vio lation Check the MVIP bus master setting OR Have CO perform a line test to c...

Page 219: ...mit and receive frequencies are not equal In this case you should check the system and MVIP clock setup Setting the Configurable Options You can set the Frame Type to either SF or ESF SF Superframe Format consists of twelve 12 consecutive frames ESF Extended Superframe Format consists of twenty four 24 consecutive frames You can set the Line Code to either AMI or B8ZS AMI Alternate Mark Inversion ...

Page 220: ...System Clock Master check box must NOT be checked for any of the T1 boards If two AltiServ systems are connected back to back with a T1 span the System Clock Master check box must be checked for only one of the T1 boards If two T1 boards in the same AltiServ system 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 designa...

Page 221: ...Board 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 7 3 for details Figure 16 T...

Page 222: ... 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 223: ...Tie Trunk check this box to enable a tie trunk Note that tie trunks must terminate to a system also configured as a tie trunk Configuring an ISDN Numbering Plan The ISDN Numbering Plan button invokes the PRI ISDN Numbering Plan dialog box This function allows you to select how AltiServ will identify and code the Called Number for six different types of calls This coding instructs the CO on how to ...

Page 224: ...r each class select the type of number numbering plan from the drop down list Type of Number Unknown International National Network Specific Subscriber Number Numbering Plan Unknown ISDN National Private The setting Unknown is used when the user or network has no knowledge of the numbering plan In this case the number digits field is organized according to the network dialing plan Setting the NSF ...

Page 225: ...ich the source can only be identified by the TEI Select one of the following TEI settings Default setting this is the recommended setting Manually set to should always be set to 0 Typically a zero 0 is used for TEI on a PRI connection In some cases where a shared D channel is used other TEI values might be required to identify which span will be used for a call Assigned by CO switch do not use thi...

Page 226: ...mination 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 window described in Triton T1 Configuration Triton T1 PRI Dialog Box on page 6 34 Several diagnostic tools are available that can help troubleshoot these situations such as a T1 watcher T Berd or a multimeter For more information che...

Page 227: ...tem 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 T...

Page 228: ...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 229: ...e 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 5 4 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 acces...

Page 230: ... 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 231: ...rticular 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 wind...

Page 232: ...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 7 3 Trunk Properties Opens a dialog box that allows you to configure low level hardware specific properties for each trunk The options vary depen...

Page 233: ...pending 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 Enab...

Page 234: ...er tone fast busy tone error tone etc or dial tone continuous tone etc This should be used in conjunction with drop in loop current For COs who 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 Receiver Transmission Gain Slide setting adjusts the incoming volume from 6 dB to 6 dB for every Q...

Page 235: ...figuration 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 Caller ID Signal Format Message format with which to send Caller ID information None SDMF Single Data Message Format for supporting and sending a single data type such as phone numbers MDMF Multiple Data Messa...

Page 236: ...Signal The loop break desired for answering supervision Select the Enable Loop Current Break check box and select the Loop Current Break Duration in milliseconds Caller ID Transmission Methods Select the type of caller ID transmission method CID between 1st and 2nd ring caller ID transmitted between first and second ring DT AS CID prior to ringing dual tone alerting signal sent prior to ringing RP...

Page 237: ... trunk channels list in the Trunk Configuration window then click the Trunk Properties button or double click the list entry to view the Configuration dialog box Figure 5 Triton Analog GSLS 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 L...

Page 238: ...fies the Flash Duration time in milliseconds with a range from 150 ms to 1000 ms Out of Service With Trunk Seizure When enabled the system automatically takes the trunk out of service whenever the trunk is seized Enable Dial Tone Detection Outgoing Detects outgoing dial tone Enable Answer Debounce Incoming Enables a time out period of 2 seconds for ignoring false CO disconnect signal after answeri...

Page 239: ... Properties button or double click the list entry to view the Triton VoIP Trunk Line Configuration dialog box Figure 6 VoIP Trunk Configuration window Receiver Transmission 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...

Page 240: ...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 stops sending packets to the other side When silence is detected during voice mail the silence period is not recorded AltiWare disconnec...

Page 241: ...oice packets received from the IP network Voice packets sent over the IP network may incur different delays due to network load or congestion The jitter buffer helps to smooth out the delay variation in the arriving voice packets and maintain voice quality at the receiving end The initial value for the jitter buffer is 10 min to 20 max milliseconds The jitter buffer should be adjusted according to...

Page 242: ...rotocol You can set Protocol to one of the following E M Wink Start default E M Immediate Start Ground Start Loop Start For signaling from one board to another only FXS Foreign Exchange Subscriber is supported Loop Start and Ground Start protocols cannot be used for interfacing between two boards Dialing Delay Specifies the delay in milliseconds after trunk seizure and before digit dialing Do not ...

Page 243: ...ll be collected All other options will be grayed out Use this option to disable Caller ID and DID collection Max seconds between digits Maximum wait time before time out between two digits Default value is None Do not change this value unless advised Selecting None means the system will only wait for the sequence of digits that are collected within the length of time specified in the Max seconds b...

Page 244: ...incoming call sequences 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 The default sequence is DID DNIS Apply to If appropriate you can use this button as described in Configuring One or Multiple Trunks on page 7 3 to apply the Caller ID Collection to multiple ...

Page 245: ...D digits 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 ...

Page 246: ...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 5 8 During Business Hours Outside Business Hours Non Workdays Within each of these three time slots you have the following routing options for incomin...

Page 247: ...ted trunk location in the title bar Figure 10 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...

Page 248: ...Outgoing Call Blocking 7 22 AltiWare OE System Installation Administration Manual ...

Page 249: ...port Virtual extensions can be used as message mailboxes and in telephone sharing environments Users of a virtual extension can log in on any available station to access physical extension features using Feature Codes With the ACC Site License a virtual extension can be further categorized as an agent which will identify the extension to the System Administrator as an eligible extension that can b...

Page 250: ...indow General setup creating the extension numbers and assigning people to the extensions creating group pilot numbers and setting other basic parameters Group adding and removing group members Station Speed extension speed dial numbers Mailbox Settings capacity and features options for extension mailboxes Notification preferences and options for voice mail notifications Restrictions extension out...

Page 251: ...roup or to select many extensions or groups to which to apply the changes Clicking the Apply To button pops up a list of all extensions to which the change can apply All extensions are selected by default You then de select the ones you don t want or de select all and then select the ones you want Note that you cannot use the mouse to drag over and select multiple items you must use the Shift and ...

Page 252: ...tion Manual The General window is the default tab displayed when you open the Extension Configuration window If you re viewing another Extension Configuration window you can click the General tab to open the General window Figure 1 General window Extension Configuration ...

Page 253: ...tton in the General window The Add New Extension dialog box opens Figure 2 Add New Extension dialog box Figure 3 Add New Extension dialog box with ACC License 2 Type in an Extension Number The number must begin with a number assigned to be used for exten sion and it must be the length assigned to extensions both of which are set in the Number Plan in System Configuration as described in ...

Page 254: ...ick 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 logical board ID and the channels the ports are dis played and available if they have not yet been assigned to an exten sion Establishing Basic Extension Attributes After you create an extension you can set other basic attributes in the Extension Configuratio...

Page 255: ... assigned for the DID number when the extension makes an outbound call through PRI trunks all the dig its will be sent to the target number If the target number is not able to display all the digits it may show Unknown Number in the Caller ID display Note Please note the following information regarding Caller ID when using particular phones Some phones such as Nortel can only display up to 12 digi...

Page 256: ...is only available for extensions on Triton Analog Extension boards and AltiGen IP Phone extensions The option is grayed out for extensions on Quantum boards Agent Check Box Checking this box allows the extension to be added as a member of one or multiple huntgroups or workgroups Agent will displayed in the extension s Type field next to the extension type When selecting which extensions should be ...

Page 257: ...lash is pressed or when the call is transferred Record On Demand to Ext VM when enabled saves recorded calls to extension s voice mail box Insert Recording Tone enabled only when Record On Demand to Ext VM is selected plays a recording beep to alert the parties that the conversation is being recorded Note For workgroup agent silent monitoring voice recording the file format is sm r For barge in vo...

Page 258: ... Delete Messages after Forward Keep the Messages as New Keep Messages as Saved Further if you enable mail forwarding you can use the check boxes whether you want to Forward Email Forward Voice Mail or both Changing the Extension Location or Type Changing the Type The type of extension is set when you create the extension physical virtual or huntgroup workgroup pilot described on page 8 1 After you...

Page 259: ...s that the user doesn t have to log in at all when the user connects to the system the extension is immediately recognized as an IP extension When physical extensions connect on the other hand the system prompts the user to log in Static addressing is more convenient for users and may be preferred by users who work primarily at a specific location Important If you enter the server s IP address as ...

Page 260: ...ch gives a bandwidth of approximately 6 4 kbps This is appropriate for internet connections G 711 G 723 compression and bandwidth requirements for example a Multilink Point to Point Protocol MLPPP or Frame Relay Forum FRF with no Voice Activity Detection VAD running G711 10ms packet frame 100 8 kbps G711 20ms packet frame 82 4 kbps G711 30ms packet frame 76 3 kbps G723 30ms packet frame 6 4k rate ...

Page 261: ... the drop down below the 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 ...

Page 262: ...c Setting dialog appears Figure 5 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 for ...

Page 263: ...OK 5 From the main menu go to the VoIP Codec Configuration window and change the codec setting of current selection of all servers and codecs to G 711 uLaw then click OK By default server codec is set to G 723 1 This will force all connections to be G 711 and allow remote users access to a range of IP addresses instead of the users having to contact the administrator for the specific IP address IP...

Page 264: ...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 dialog box Note that you can use the Apply ...

Page 265: ...tton to apply these hardware settings to one some or all ports on the board 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 Single Data Message Format for s...

Page 266: ...E 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 8 Triton Analog Station Line Properties dialog box ...

Page 267: ...isplay In the Phone Display field use the Number Line and Name Line drop down lists to select the caller information to display Caller Number Caller Name DNIS Number DNIS Name IVR Data Parameter Description Message Waiting Signal Type FSK or None Caller ID Signal Format SDMF MDMF or None Line Disconnect Signal The loop break desired for answering supervision either 200 or 600 ms Note If the extens...

Page 268: ...ne is set to DNIS Number it will display the DNIS number If there is no number information Unknown will be displayed Setting up Groups What is a Huntgroup The primary use of a huntgroup is similar to that of workgroups when the huntgroup extension is dialed the system hunts for an available member extension to which to route the call You can use huntgroups for various purposes for example in selec...

Page 269: ...n de select the ones you don t want or de select all and then select the ones you want Note that you cannot use the mouse to drag over and select multiple items you must use the Shift and Ctrl keys The Apply to button is disabled unless there is a change that can be applied to multiple groups and when you use it to apply changes to multiple groups it works on only those changed attributes that can...

Page 270: ...Regardless of which way you add extensions to groups the order in which you add extensions can have consequences For example one way of handling incoming huntgroup calls is to always send the call to the first extension if available the second if the first is not available and so forth When you add an extension to a huntgroup the extension is in the Logout state The huntgroup member must manually ...

Page 271: ...Extensions to Groups To add extensions to a group select the group number huntgroup or workgroup in the list of extensions in the General window then click the Group tab The group number appears in the window title bar For huntgroups the Group window appears as follows Figure 9 Huntgroup View of Group window Extension Configuration ...

Page 272: ...p 1 In the Group view of the group window click the extension number s in the Not Member list 2 Click Add to move them to the Member list Note If the group pilot extension is configured to Ring All Available Members the maximum number of members is 20 See Setting Huntgroup Handling or Setting Workgroup Handling for details To remove extension s from a group 1 Click the extension number s in the Me...

Page 273: ...login logout of group members whenever the system is restarted Use the drop down list to select from the following Keep Login Status All Login not supported for workgroups All Logout Handling Queue Overflow In the workgroup view of the Group 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 beyo...

Page 274: ...en clicking the Group tab provides an extension view of groups You can see all the groups to which the extension belongs and you can change those assignments To open the Extension view of the Group window 1 Select the Virtual or Physical extension number in the list of extensions in the General window 2 Click the Group tab The Extension view of the group window opens with the extension number appe...

Page 275: ...u can set the Wrapup Time for the selected physical extension This option doesn t appear for a virtual extension Wrapup time is a system delay before routing the next call to the extension and it gives the agent time to finish up with notes prepare for the next call log out of the group or hit the Wait button in AltiView after putting a call on hold and going back onhook You can set a wrapup time ...

Page 276: ...k the Inter Call Delay box 2 Using the drop down lists select the seconds for the delay The default is 15 seconds Operation Notes Conference calling may not work properly when an internal call is made to workgroup that has Ring All Available Members setting If the internal extension is connect to an agent of this workgroup and then initiates a conference call to another agent in this workgroup the...

Page 277: ...t the extension number you want to work with from the list in the Extension Configuration General window then click the Station Speed tab Figure 12 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 ...

Page 278: ...represents a one 1 second pause Note You can use Apply to to apply speed dialing numbers to one some or all physical extensions 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 processed and how much capacity is allotted to message storage To work with m...

Page 279: ...g 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 to to set one or more extension mailboxes An Information Only mailbox allows callers to listen to customized recorded announcements but does not provide taking messages from the caller To repeat the message callers are instructed to...

Page 280: ...s These options apply to both 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 ...

Page 281: ...rk 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 with a...

Page 282: ... apply notification settings to one some or all extensions 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 tone when new messages are received Urg...

Page 283: ... 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 Notification ...

Page 284: ...business hours Business hours are set in the System Configuration Business Hours window Setting Business Hours on page 5 8 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 285: ... Restriction tab to open the Restriction window Figure 15 Restriction window Extension Configuration Note You can use Apply to to apply call restriction settings to one some or all extensions 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 Restrictions on Outcalls Internal Calls Only exten...

Page 286: ...e Number and Allow Extension User to Make or Return Calls from within VM System 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 or Conferenced to an Outside Number selected the extension user can transfer or conference calls to an outside t...

Page 287: ... one some or all extensions See Apply To Button on page 8 3 for more information on using Apply to However since the available options vary with the type of extension you can only apply the choices to the same type of extension For example If you are working with the settings for a virtual extension you can use Apply to to apply changes to one some or all virtual extensions but not to physical or ...

Page 288: ...Setting Answering Options 8 40 AltiWare OE System Installation Administration Manual Figure 17 Answering Window Huntgroup View Extension Configuration ...

Page 289: ... the Call Forwarding feature that is also accessible by the extension user by dialing 36 A One Hop Limit to Call Forwarding for a Transferred Call There is a one hop limit to call forwarding when the call that is being passed is a transferred call For example extension 100 receives a transferred call and forwards this call to extension 101 extension 101 is set to forward all calls to extension 102...

Page 290: ... the restrictions discussed in the previous section The forwarding options are as follows To Voice Mail To an Auto Attendant select the Auto Attendant number to use in the drop down list under the option Auto Attendant settings are established in Auto Attendant Select on the Management menu To an Extension select an extension from the drop down list To an Outside Number this option is available if...

Page 291: ... call Auto Attendant settings are established in Auto Attendant Select on the Management menu Setting Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been selected and this option is not available to group numbers However the group pilot number does use the Place Caller in Queue option discussed in the preceding subsection Enable Single C...

Page 292: ...s are not available to virtual extensions The options are somewhat different in the physical and group 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...

Page 293: ...f the following options Ring First Available Member first available extension in a huntgroup For example if there are three member extensions in a huntgroup the call is always sent to the first member configured in the huntgroup If this member is busy the call goes to the second member configured and so forth Ring Next Available an automatic call distribution method that attempts to evenly distrib...

Page 294: ...ibute calls among the workgroup members This method sends the call to the next member configured in the workgroup regardless of whether the previous member is busy or not Ring All Available Members all extensions in a workgroup Note When this option is enabled a single workgroup can have no more than 20 members set to Ring All If members are using IP extensions the system will require an equal or ...

Page 295: ...drop down list under the option Auto Attendant settings are established in Auto Attendant in the main menu To Voice Mail To an Outside Number this option is available if it is allowed in the Other Call Restrictions option in the Restriction window as discussed in Setting Other Call Restrictions on page 8 38 Also see Outcall to Cellular or PCS Phone Numbers on page 8 35 If you choose Outside Number...

Page 296: ...system is unable to connect the call it is sent to the extension user s voice mail Note Options in the window are disabled unless One Number Access has been enabled as a No Answer option in the Answering window as discussed in Enabling One Number Access on page 8 45 Furthermore if the Enable Do Not Disturb option is selected in the Answering window the call is forwarded to voice mail regardless of...

Page 297: ...enabling options you set the Verify Caller ID and Forwarding choices and these are discussed below Note You can also enable and set up One Number Access remotely through AltiReach Disabling One Number Access You can disable ONA for the extension by clicking the Disable option Disabling access in this window does not destroy the data you might have entered For example if you entered a group of Call...

Page 298: ...umber 1 through Forwarding Number 4 The Forwarding Number order does not correspond to the Schedule order Forward Number 4 is not used first during Schedule Number 4 You can forward to another extension or to an outside number You can use an outside number only if the extension is set to allow for Transferred Conferenced Forwarded calls an Other Call Restrictions option in the Extension Configurat...

Page 299: ...tensions can be monitored If you place a virtual extension in a Monitor List that extension will not show in the client user s Change Monitor window If you add an extension 1001 for example that belongs to Group A to the Monitor List for a member of Group B the Group B member will only be able to pick up personal calls to 1001 not group calls In AltiSupervisor the user can monitor only the group s...

Page 300: ...xtension Configuration To add members to the list 1 From the Monitor Available list select the extensions to add to the extension user s AltiView Change Monitor window 2 Click Add to move the extensions to the Monitor List To remove members 1 Select the extensions in the Monitor List 2 Click Remove Select the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at t...

Page 301: ...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 9 6 is used to set u...

Page 302: ... 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 303: ...ows 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 user The number sent to ...

Page 304: ...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 305: ...te 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 you need to let all exten...

Page 306: ...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 307: ... 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 pattern Route Priority bo...

Page 308: ...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 the Route Priority for this dialing pattern to the Index of the route definition you created above 4 Repeat steps 2 and 3 above for other area codes requiring 10 digit dialing as necessary Reducing Dialing Delay For En Bloc Trunks For Non US Canada Countries When u...

Page 309: ...iguration 3 In the Dialing Pattern page of Out Call Routing Configuration add dialing pattern definition entries for the following prefixes prefix 0 length 11 prefix 00 length 14 prefixes 1 9 each length 7 In the Route Priority field use the drop down list to select the En Bloc route definition assigned in Step 2 ...

Page 310: ...stem Installation Administration Manual The Dialing Pattern page should look as follows With this configuration the system will see that all digits have been collected and will send digits to the CO instead of waiting 7 seconds for the dialing to finish ...

Page 311: ...the operator Calls that do not require an operator s assistance can be handled effectively and appropriately 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 associated data can be...

Page 312: ...nd 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 10 11 for more details on how to record custom phrases use pre recorded phrases and use professionally recorde...

Page 313: ...ersion 6 Support Call Extension Huntgroup 380 5 6 7 8 9 0 Operator To Operator Auto Attendant ID 120 Phrase 30 Sales Digit Meaning Action 1 Hardware Call Extension Huntgroup 310 2 Application s Call Extension Huntgroup 320 3 Check Order Status GoTo Item 127 Collect Order 4 Other Ques tions etc Call Extension Huntgroup 311 5 6 7 8 9 0 Planning is essential in organizing an Auto Attendant menu struc...

Page 314: ...n edit these as described in Editing Auto Attendants on page 10 5 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 Attendant dialog box ...

Page 315: ...tendant Select dialog box Export exports all Auto Attendant settings to an html file Clear clears all edits to the selected Auto Attendant restoring system defaults Help open the Help File for Auto Attendant 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 Se...

Page 316: ...Ware OE System Installation Administration Manual Figure 2 Auto Attendant window Tip You can use the Hide No Action Items check box to hide items that are set to no action This will give you a cleaner view of your various action items ...

Page 317: ...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 First Root level...

Page 318: ... menu 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 option...

Page 319: ...op 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 The caller should enter a 1 and the area code if...

Page 320: ...the system will wait between collecting of digits 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 3 If the Collect Digits action fails due to t...

Page 321: ...ed greeting For example Thank you for calling ABC Company Enter the extension number of the person you wish to speak with Press 1 for sales Press 2 for technical support Press 3 for accounts payable Press 0 to reach the operator To repeat this menu press star An example of a huntgroup greeting phrase Please hold someone will be with you shortly This section covers information using pre recorded ph...

Page 322: ... hold someone will be with you shortly For your convenience you may leave a message if you wish by pressing the key on your telephone and we will get right back to you 0292 Please hold someone will be with you shortly 0293 We appreciate your call and will be with you as quickly as possible 0294 Thank you for your patience We should be with you soon 0295 Thank you for your patience We should be wit...

Page 323: ... recorded phrases or prompts 1 Assign a prompt number between 0001 to 0999 to each 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 conversio...

Page 324: ...Phrase Management 10 14 AltiWare OE System Installation Administration Manual ...

Page 325: ...d 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 326: ... Hold The system can be set up to play music on hold from a custom file and replaces the system s default music on hold file This file is located at altiserv phrases Music MusicOnWaiting Notes A 30 port IP Board is required There can only be ONE system default Music On Waiting file which must be in 32K AltiGen ADPCM format The default music on hold file can be replaced with AltiGen s ADPCM format ...

Page 327: ...he greeting message Creating prompts is discussed in previous sections To play an update prompt every thirty seconds 1 Select the Play Update Prompt checkbox 2 Use the drop down list to select the prompt number you want to use for the greeting message Configuring Overhead Paging To configure overhead paging 1 Connect overhead paging equipment to a Quantum board audio out jack or Triton Analog Stat...

Page 328: ... 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 one of your digital spans is connected to equipment other than the PSTN your regular phone network It is also recommended ...

Page 329: ... Options menu 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 bac...

Page 330: ...Feature Tips 11 6 AltiWare OE System Installation Administration Manual ...

Page 331: ...rd 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 Sy...

Page 332: ...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 333: ...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 backup files U...

Page 334: ...st 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 componen...

Page 335: ...ystem 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 Acce...

Page 336: ... 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 337: ...ation 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 rece...

Page 338: ...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 339: ...d 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 e...

Page 340: ...nternet 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 Alt...

Page 341: ...ore 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 attachments arrive the client ...

Page 342: ... 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 343: ...ddress 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 router This becomes the gatew...

Page 344: ...ddresses 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 ...

Page 345: ...rv 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 Default SMTP Site server ...

Page 346: ... 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 347: ...d 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 8 28 for more details Setting Up LAN and Internet Email on the Client To set up the client side of the LAN 1 C...

Page 348: ...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 Exchange Server is ca...

Page 349: ...sion 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 service pack for Windows NT T...

Page 350: ...re 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 po...

Page 351: ...xchange 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 AltiServ system open a MS DOS wi...

Page 352: ...r 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 353: ...ate 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 Account and in the dialog b...

Page 354: ... 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 14 27 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 Administra...

Page 355: ...ain 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 configure it to use Corpor...

Page 356: ... 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 s...

Page 357: ...ook 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 and select Mail Delivery...

Page 358: ... 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 14 22 If Microsoft Exchange Server is not in the list of service...

Page 359: ...ll 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 Outlook 2000 at least once...

Page 360: ...altiserv 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 synchronize...

Page 361: ...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 362: ...le 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 363: ...change 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 To test the integration s...

Page 364: ...o 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 refer to the Troubleshooting Tips section Troubleshooting Tips T...

Page 365: ...nel Services If this doesn t work contact AltiGen Technical Support see E1 R2 CAS Installation on page B 1 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 Administrator to use the existing se...

Page 366: ...ndows 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 6 or higher The Alti...

Page 367: ...version displayed should be AltiWare OE 4 6 or 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 on the Exchange server s...

Page 368: ...LDMINE 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 Prim...

Page 369: ...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 connectivity Similarly ping t...

Page 370: ...the 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 Se...

Page 371: ...cate 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 this dialog and return to ...

Page 372: ...e 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 373: ... for Windows NT 4 0 Integration follow steps under Enabling the Exchange Server on page 14 22 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 14 25 Troubleshooting Tips Same as Exchange Server for Windows NT 4 0 Integration refer to Troubleshooting Tips on page 14 26 Notes Same as Exc...

Page 374: ...14 36 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 375: ...gration 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 AltiReach is installed and configu...

Page 376: ...ite 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 Windo...

Page 377: ...are AltiGen s TAPI implementation has two components TAPI Proxy Server installed on the AltiServ server system TAPI Service Provider installed on each client system Note 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 Also users cannot make calls through...

Page 378: ...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 on your AltiWare OE CD ROM 2 In the Tapi_Client subfol...

Page 379: ...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 380: ...Changing TAPI Configuration Parameters 15 4 AltiWare OE System Installation Administration Manual ...

Page 381: ...ilable 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 Note For Alti IP 600 Phones 81 and 82 are supported 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 AltiGen IP Phone Service A...

Page 382: ...ons active at one time If you encounter this problem you may need to reduce the number of IP extensions System Requirements Server AltiWare OE 4 5A or higher Triton VoIP board s one VoIP port per simultaneous IP extension user is required High speed WAN connectivity to support remote users minimum 64kbps per remote user Static IP address assigned to each extension configured for an IP connection r...

Page 383: ...ver 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 you can have a two way conversation on this VoIP call For details on using the IP dialing table see Defining an IP Dialing Table on page 5 27 Also see Setting VoIP Codecs on page 8 11 3 For each...

Page 384: ...Clients Currently AltiGen certifies the following IP phone adapter devices AltiGen IP Phone Quicknet PhoneJack PCI adapter and PhoneCard PCMCIA adapter with Internet SwitchBoard software Siemens HiNet LP5100 IP Phone Polycom SoundPoint 500 IP Phone AltiView integrated with NetMeeting For details on configuring these devices see the documentation that AltiGen provides with each AltiView Integrated ...

Page 385: ...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 windows netmeeting download default asp Additional system requirements as listed on the Microsoft website at http www microso...

Page 386: ...Configuration 16 6 AltiWare OE System Installation Administration Manual ...

Page 387: ...liant business telephone that provides voice communication over an IP network To configure the Alti IP 600 phone select AltiGen IP Phone Configuration from the Management menu This opens the AltiGen IP Phone Configuration window where after setting up an IP extension you can set the following parameters for the IP extension Figure 1 AltiGen IP Phone Configuration window AltiGen IP Phone Configurat...

Page 388: ... Play Beep Tone check box to also have the IP phone play an audible beep when the extension number is ringing Note The BLF feature can only be assigned to internal extension numbers not outside numbers Feature Code when selected enter an AltiServ feature code in the field below this will be associated with the corresponding soft key to dial this feature code Speed Dial when selected enter the spee...

Page 389: ...ted to The version of software associated with AltiServ is automatically displayed in the Version field To allow the extension user to have password protected configuration functionality from the phone itself check the Enable Config Password checkbox and assign a numerical password When the extension user attempts to configure features the user will need to enter the assigned password to proceed H...

Page 390: ...ed in using 27 ENTER the LCD will display the extension number The Alti IP 600 must be onhook for 26 and 27 to work Dialing an IP Number Directly from the Alti IP 600 To dial an IP number directly from the Alti IP 600 phone set enter the IP address using the key to enter periods followed by the key Notes This only works when the Alti IP 600 is operating in basic mode If the Alti IP 600 is configur...

Page 391: ...ure which allows internet users to talk to an extension via VoIP and share web pages System Requirements Client Server System only AltiWare OE Release 4 6 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 Alt...

Page 392: ...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 393: ... dialog 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 F...

Page 394: ...ain 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 custo...

Page 395: ...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 18 16 Form Data Customizing Contactaltigen htm on page 18 9 or Customizing Contact htm on page 18 14 Figure 4 Caller Data window in AltiAgent The URL History shows all URL paths to tagg...

Page 396: ...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 397: ...the 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 18 9 4 Once NetMeeting successfully connects to an AltiGen VoIP port the web caller is routed to the proper ...

Page 398: ...ltiAgent 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 AltiClient Manual Figure 7 Caller Data window in AltiAgent ...

Page 399: ...et 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 Dia...

Page 400: ...ant 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 401: ...visible 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 d...

Page 402: ... 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 403: ...tiAgent 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 AltiClient manual ...

Page 404: ...1 153 203 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 valu...

Page 405: ...AltiWeb AltiWare OE System Installation Administration Manual 18 15 18 AltiWeb font face Verdana input type text name CustomerName maxlength 40 size 20 tabindex 1 nbsp nbsp font td tr ...

Page 406: ...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 1 2 3 4 ...

Page 407: ...ant Configuration 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 408: ...Type 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 409: ...an 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 410: ...ect the Extension Troubleshooting If a web caller cannot connect and an error message displays the cause may be one of the following Figure 17 to extension window Error Message Cause Server connection failed Please try again later AltiServ IP address is not correct AltiServ is not running Firewall is not open No more available sessions Please try again later All session licenses are used or there ...

Page 411: ...es 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 PostOffice folders Schedule Daily Full Scan Computer viruses can penetrate a PC in many ways network shares emails OS security holes and more Here are some co...

Page 412: ... To receive updates on the fly Click on File menu and choose LiveUpdate and get the latest virus definition Enable Real Time scan 1 Click on Configuration menu and choose File System Realtime Protection 2 Check Enable File System Realtime Protection 3 Choose All Files for File Types 4 Check Display message on infected computer 5 optional Click Advanced button and bring up advanced options 6 option...

Page 413: ...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 Full Scan Click Next 3 Set the frequency as Daily 9 00 PM and click Next 4 Check all the local hard drives and click Options 5 Choose All Files for File Types and set the CPU utilization for 50 6 Click OK and Save Now you have set it for d...

Page 414: ...AltiWeb Security 18 24 AltiWare OE System Installation Administration Manual ...

Page 415: ...er 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 html files showing...

Page 416: ...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 417: ...to 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 ...

Page 418: ... 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 419: ... Manual 19 5 19 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 420: ...d 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 sp...

Page 421: ...end 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 t...

Page 422: ...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 423: ...ons 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 to the appropriate AltiWare system Synchronize the extensions with same number in all syst...

Page 424: ...DINA Manager 19 10 AltiWare OE System Installation Administration Manual ...

Page 425: ... The workgroup to which incoming trunk calls will be routed via Call Router 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 Call Router For further information on configuring Auto Attendants refer to Chapter 10 Auto Attendant Configuration and the AltiAPI Programmer Guide To Install Basic Call Ro...

Page 426: ... Select Operation Preference 3 In the Preference window enter the Server Name and Default Virtual Extension that Call Router will connect to then click OK 4 Click Start to run Basic Call Router Then enter the default virtual extension password When Basic Call Router is stopped you can create customer records and configure the server and login information ...

Page 427: ...sting customer 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...

Page 428: ...odify 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 num...

Page 429: ...ying 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 and Maximum Digits to coll...

Page 430: ...lay to the callee 6 Enter a name for this record 7 Click OK Viewing Call Router History The Basic Call Router window gives a history of all incoming trunk calls to Basic Call Router To specify Call Router 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 Call Router history window CallerID Entered Digi...

Page 431: ...ts 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 The 0 indicates transfer to an Auto Attendant Call Route Response Data The Call Route Response message sent from Call Router to AltiServ contains the search results of the Call Route Request Message In the C...

Page 432: ...y Clearing Basic Call Router History Data To clear data from the Call Router History window 1 In the directory where Call Router exe resides locate the Call Router csv file 2 Open Call Router csv and delete all contents 3 Save and close Call Router csv Show Monitor To view real time data on incoming trunks to workgroups select Show Monitor from the View menu If the option is grayed out stop Call R...

Page 433: ...p to which incoming trunk calls will be routed via Call Router 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 Call Router For further information on configuring Auto Attendants refer to the AltiWare OE System Installation and Administration Manual and the AltiAPI Programmer Guide To log on to mu...

Page 434: ...outer select the Call Router Advanced and click Next When prompted enter the 20 digit license key for Call Router Advanced in the field and click Next Setup will confirm the destination for the Call Router application default is C Program Files AltiGen Call Router Click Next to proceed To select a different location use the Browse button to choose the new destination Note Call Router Advanced Serv...

Page 435: ... Call Router Advanced will connect to then click OK Optional Check Auto Start Service to have Call Router start routing calls automatically after the system restarts or after Call Router service has been stopped and restarted 5 Click Start to run Call Router Advanced When Call Router Advanced is stopped you can configure the server and login information 6 Route Rules and Show Monitor can be config...

Page 436: ...elete route rules 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 Routing button opens a Default Routing Rule dialog box where y...

Page 437: ...ecord Message specify target data in accompanying text box Mailbox Access Disconnect System Callback Collect Digits specify fields 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...

Page 438: ...uest 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 To manually specify data for an item right click the item select Input data and enter information in the column Notes Caller Entered Digits must be numeric only You can enter as a wildcard character for any length ...

Page 439: ...a Target action for Call Router to perform when Call Route Request data matches this record Target action options No Action Goto Top Level Goto Menu Item Repeat Current Level Call to Extension Workgroup Call to Operator Dial by Name Collect Extension Directory Service Record Message specify target data in accompanying text box Mailbox Access Disconnect System Callback Collect Digits specify fields...

Page 440: ...x that appears when you select Play WG Queue Status See Queue Announcements on page 22 If you want to apply the Play WG Queue Status Target action to several different workgroups you must create separate rules for each 6 future release Enter optional data to match against the routing rule User Data gathered from a response to an Auto Attendant prompt or another AltiLink Plus application Push URL A...

Page 441: ... 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 The 0 indicates transfer to an Auto Attendant Call Route Response Data The Call Route Response message sent from Call Router to AltiServ contains the search results of the Call Route Request Message In the Cal...

Page 442: ...ilable agent maximum service level and minimum expected delay Show Workgroup Status To view real time data on incoming trunks to workgroup select Show Workgroup Status from the View menu The main window box displays the following workgroup fields 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 ca...

Page 443: ...ork group queue Note The workgroup to which incoming trunk calls will be routed via Call Router 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 Call Router For further information on configuring Auto Attendants refer to Auto Attendant Configuration on page 10 1 and the AltiAPI Programmer Guide If...

Page 444: ...e number of calls to be reached for Call Router to start calculating call data Clearing Call Router Advanced History Data To clear data from the Call Router History window 1 Go to the directory Program Files AltiGen Call Router where Call Router exe resides locate the Call Router csv file 2 Open Call Router csv and delete all contents 3 Save and close Call Router csv ...

Page 445: ... 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 querying ag...

Page 446: ... 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 Call Router 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 must configure one of th...

Page 447: ...ales Support Workgroup extension number 500 600 Call Router virtual extension number 700 700 For both workgroups you want Call Router 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 ...

Page 448: ...Call Router Advanced 20 24 AltiWare OE System Installation Administration Manual For Sales you create a rule as shown below ...

Page 449: ...Basic Call Router Call Router Advanced AltiWare OE System Installation Administration Manual 20 25 20 Call Router Similarly for Support you create a rule as shown below ...

Page 450: ...System Installation Administration Manual 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 451: ...d you specified in the Auto Attendant Sales Queue Announcement rule 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 Testing Call Router To test the performance of Call Router you can access a test tool from the Call Router main menu Cal...

Page 452: ...parameters Number of concurrent calls Interval between calls Number of test cycles For example inputting 5 for concurrent calls 3 for interval between calls and 4 for test cycles means that every 3 seconds there will be 5 concurrent call requests to Call Router Total cycles of concurrent requests will be 4 times 3 After inputting the test parameters click Start During the test the user can click S...

Page 453: ... Call Router The total calls processed and average time per call will be updated in real time during the test The user will know how many calls were processed and the average response time per call at that time 4 After the test has finished the title of the Test dialog box will be shown as Test Stopped ...

Page 454: ...erver For example for a database calldb and table name RTMCALL 10 000 records are added to the table Note Because the data of DDR request has hard coded If the user wants a rule match the user needs to add the record to the table The caller ID of test request will be 1039470405 IVR Path of test request will be 0 9 To use the SessionId field in the table to match caller ID of the request the user m...

Page 455: ...ed AltiWare OE System Installation Administration Manual 20 31 20 Call Router 2 Add a data source to ODBC configuration in Windows The TestSQL is the newly added data source This data source is connect to the SQL server s calldb database ...

Page 456: ...nual 3 In Call Router add a rule to access database The user can change the rule configuration to fit his own conditions During the test Call Router will use this rule to match the DDR request When using this rule Call Router will access the SQL server to execute the SQL query ...

Page 457: ...nting 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 458: ...D 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 picks up UL...

Page 459: ...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 calls UCHAR 65 ...

Page 460: ...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 DNIS number for incoming call UCHAR 33 Tenant Tenant nam...

Page 461: ... 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 VMRecordDu ration Duration in seconds of recording time for a VM message that was completed ULONG HoldDuration Duration in seconds while a call is on hold ULONG TalkDuration Duration in seconds of talk time U...

Page 462: ...d HEX data output Decimal exit state definition 0x0001 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...

Page 463: ...G StartTime Timestamp when workgroup logs on logs off is ready or not ready ULONG value EndTime Timestamp when call is disconnected ULONG AgentNum Agent extension number UCHAR 8 WGNum Workgroup Number UCHAR 8 LogoffReaso n Logoff reason code UBYTE ExitState State when call is terminated ULONG see boxed inset LocalStartTi me Timestamp when workgroup logs in logs out is ready or not ready String yyy...

Page 464: ...igned by AltiWare to a call ULONG StartTime Timestamp when wrap up starts ULONG EndTime Timestamp when wrap up stops ULONG AgentNum Agent extension number UCHAR 8 WGNum Workgroup Number UCHAR 8 Duration Wrap up duration time ULONG ExitState State when call is terminated ULONG see boxed inset LocalStartTi me Timestamp when wrap up starts String yyyymmddhhmmss LocalEndTi me Timestamp when wrap up st...

Page 465: ...ue during searched time interval short Queue is not an accumulated value it is recorded at a specific point in time PeakQLen gth Maximum queue length since midnight short PeakWaitT imeInQ Maximum queued time since midnight ULONG QLength Number of calls routed into the queue if a call is recycled into the queue after RNA the count is increased short Calls in Queue DurationIn Q Time calls waited in ...

Page 466: ...A for every agent short Calls Transferred to Voice Mail NumCallA bandoneDu ringRing Count of calls abandoned while ringing an agent short A Calls Abandoned During Ring NumCallA bandonedI nQ Count of calls abandoned while waiting in queue short B Calls Abandoned in Queue NumCallA bandoneBe foreAnswe r Total abandoned calls during VM queue and RNA short C C A B Calls Abandoned during VM NumQueue Ove...

Page 467: ...LONG value 1 100 Date Day information ULONG Time value Time Time interval short minutes Period value AGNum Agent extension number UCHAR 8 NumInCall Calls answered if a call is rerouted to and answered by the same agent the count is incremented short Calls Answered InCallDura tion Duration of incoming calls NumInCall starting from the time the agent answers a call until the call is disconnected or ...

Page 468: ...orkgroups agent is logged in to short NumHold The number of call put on hold in this workgroup short HoldDurati on Total duration of workgroup hold calls ULONG extNumIn Call Personal non workgroup incoming call short Calls Answered extInCallD uration Total duration of personal non workgroup incoming calls ULONG Calls Answered Duration extNumOu tCall Number of personal non workgroup outgoing calls ...

Page 469: ...n of the DND period ULONG Agent Per Workgroup NodeID Server ID System ID assigned to an AltiServ system in AltiAdmin ULONG value 1 100 Date Day information ULONG Time value Time Time interval short minuutes Period value AGNum Agent extension number UCHAR 8 WGNum Workgroup number UCHAR 8 Login Log state UBYTE 0 Logout 1 Login LogTimeSt amp Login logout time stamp ULONG ReasonCod e Logout reason cod...

Page 470: ...Up Number of times agent entered Wrapup where Wrapup lasts from agent set Not Ready to Ready status short Wrapup WrapUpD uration The amount of time for Wrapup where Wrapup lasts from agent set Not Ready to Ready status ULONG Wrapup Duration NumCallT oVM Count of voicemail messages short Voice Mail VMDurati on Total duration of voicemail messages ULONG Voice Mail Duration NumHold Count of calls hol...

Page 471: ...ecification are described below In AltiWare s reports internal extension to extension calls are not logged neither are outbound calls of less than 15 seconds duration Trunk Calls In Format 09 01 07 04P 00 00 25 0200 5102526354 109 12345678 Start Length Field Format Notes 0 1 space 1 5 date mm dd 6 1 space 7 6 start time hh mmP P pm A am 13 1 space 14 8 duration hh mm ss 22 1 space 23 4 trunk PAD n...

Page 472: ... 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 number xxyy x board numb y channel numb 72 8 account code 1 to 10 digits 80 1 delimiter line feed Calls Initiated by Extension A Column A 1 Dial out 11 18 05 53P 00 00 28 100 3210002 0100 2 Ext B fwd to Trk Y 11 18 05 55P 00 00 21 10...

Page 473: ... 8 To Trk Y then transfer to Ext B 11 18 06 02P 00 00 27 100 3210002 0001 9 Outcall Log time only no lines logged 10 Zoomerang 11 18 06 06P 00 00 27 100 3210002 0100 11 System Speed Dial 11 18 06 07P 00 00 18 100 3210002 0001 12 Ext Speed Dial 11 18 06 08P 00 00 25 100 3210002 0100 13 35 privilege overwrite to Ext B WG B virtual B 11 18 06 09P 00 00 31 100 3210002 0001 14 B is WG B N A 15 Ext B tr...

Page 474: ... 3210002 0001 7 Ext B B transfer to Trk Y see examples 11 18 06 22P 00 00 24 3210 3210002 0001 11 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 overwrite to Ext B WG B virtual B...

Page 475: ...lease carefully follow the procudures step by step Step 1 Physical Layer In the Triton E1Configuration window check the properties of the E1 trunk and consult your CO for the proper settings for the following fields Frame Type No CRC or CRC4 a 4 bit cyclic redundancy check Line Code AMI or HDB3 high density bipolar 3 Zero Code Suppression None Jam Bit 8 GTE or Bell DO NOT select the System Clock M...

Page 476: ... is selected to CD 01 If all configurations are correct the status of trunk line should be shown as OK Step 2 Data Link Layer In the T1 E1 Configuration window the Span type selection should be E1 CAS In the E1 R2 setting field select the switch mode according to your country ...

Page 477: ...of calling party e g operator pay phone priority ordinary subscriber Select 1 2 or 3 for ordinary subscribers refer to Table 1 If the suscribed line is intended for other purposes contact your CO for the proper value Add extra digits before caller ID consult your CO to find out if any extra digits are needed Incoming sequences select check box and configure the sequence according to Table 1 In cal...

Page 478: ... 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For...

Page 479: ...11116 K 31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Colombia MFC R2 Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit...

Page 480: ... 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC LME Set calling part category 2 The switch doesn t support caller ID transmission Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set to 1111113 1...

Page 481: ...to 11116 K 31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Panamá Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 F...

Page 482: ...6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 3...

Page 483: ...e the problem Having this information ready will allow us to better assist you Eligibility AltiGen provides technical support to Authorized AltiGen Dealers and Distributors only End User customers please contact your Authorized AltiGen Dealer for technical support Direct AltiGen support is available to End User customers through E mail only when addressing problems that cannot be resolved by refer...

Page 484: ...pport Manager at support altigen com For remaining unresolved problems or complaints send an email to AltiGen s CEO at ceo altigen com or call 510 252 9712 x 120 Repair and Replacement This policy addresses the procedure for return of any materials to AltiGen from Authorized AltiGen Dealers only It covers materials returned for any and all reasons AltiGen Communication s Repair Program provides re...

Page 485: ...t Repair AltiGen will use its best efforts to repair and return AltiGen manufactured products within thirty 30 working days of receipt Standard Repair price for out of Warranty products shall be in accordance with the then current price list and or schedule AltiGen will apply a No Trouble Found NTF service charge of 300 00 if the returned product s after being tested by Manufacturing and Quality A...

Page 486: ...rned is different Product type Serial Number etc than the one requested and shipped AltiGen Communications at its discretion may elect to return the non conforming product back to the sender and charge the sender 100 of the then current list price The appropriate invoice will be cancelled and or credited if the proper unit is returned within the 30 day period For products found to be in a non repa...

Page 487: ...rable unit If not returned in 30 days you will be charged 100 of the unit s current list price No discounts will be applied See description of Advanced Replacement above Shipping cartons not marked with the return RMA number on the outside of the packaging will be returned to the sender What You Will Receive With verification of a product defect the AltiGen representative will issue a Return Mater...

Page 488: ...s and payments for services will be by way of credit card Visa MasterCard 3 Equipment Damaged During Shipment PLEASE CHECK FOR SHIPPING DAMAGE WHEN YOUR EQUIPMENT IS RECEIVED Inspect all cartons at the time of delivery Visible damage should be brought to the attention of the carrier at once In the event of concealed damage keep the shipping container packing material and equipment intact It is you...

Page 489: ..._____________________________ Dealer Phone Number ______________________________AltiGen Case Number __________________ Credit Card Number VISA MC ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ Expiration ___ ___ ___ ___ Card Holder Name _____________________________________________ SHIP TO INFORMATION Company Name ___________________________________________________________________...

Page 490: ... METHOD STANDARD EXPRESS WARRANY STATUS UNDER WARRANTY WARRANTY EXPIRED PRODUCT INFORMATION Product Part Number ___________________________________________________________________ Serial Number ________________________________________________________________________ Chassis Model Mfg ____________________________________________________________________ AltiOffice BTOS __________________________Oper...

Page 491: ...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 492: ...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 493: ...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 494: ...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 495: ...ers Huntgroup 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 496: ...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 497: ... 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 498: ...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 499: ... 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 500: ...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 501: ...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 502: ...G 12 AltiWare OE System Installation Administration Manual ...

Page 503: ...g Service 3 18 Alti IP 600 phone configuration 17 1 AltiMail making a call from 1 19 Alt IP 600 1 29 AltiReach 1 27 call management 14 37 call view 1 21 AltiServ administration 5 1 characteristics 1 6 hardware requirements 2 1 online registration 3 8 platform requirements 1 5 platform selection 2 1 AltiServ Contact Center 1 29 AltiServ features 1 25 1 27 AltiServ office solutions 1 1 AltiView 1 28...

Page 504: ...ct 10 5 Auto Attendant Select icon 4 4 Auto Attendant configuring 18 17 automatic call distribution 1 27 8 45 8 46 automatic login logout 8 25 Average Jitter 4 10 B B Channel 6 41 B8ZS Binary 8 Zero Substitution 6 37 backing up files 12 2 backup 3 2 database 3 46 system data 12 1 bandwidth WAN 6 8 Basic CallRouter 1 29 20 1 Bell 6 38 binary 8 zero substitution B8Z8 6 37 blocking all outgoing calls...

Page 505: ...cking all outgoing 5 14 card ID 4 6 CDR 1 23 5 17 A 1 A 17 session A 17 CDR Search 1 17 central office G 2 Centrex G 2 Centrex transfer 7 5 change hardware 3 46 change password 4 11 changing hardware 3 45 changing password 4 11 channel 4 7 channel service unit 6 31 6 32 child windows 4 5 4 10 circuit G 2 client setup 14 9 clock configuration 11 4 CO switch 6 44 code access 7 3 area 7 3 codec G 711...

Page 506: ...sktop 4 2 developer support 1 9 device driver 6 28 Diagnostic menu 4 3 dial last caller 1 10 dialed digits 6 28 dialing delay T1 signaling 7 16 dialing pattern routing 9 6 dialing scheme trunk 7 5 DialPad displaying 18 9 18 14 DID 7 7 collecting 7 17 T1 1 24 DID number extension 8 7 Digit Manipulation 9 3 DINA Manager 1 28 19 9 directory dial by name 1 18 name directory 1 18 directory structure 18...

Page 507: ...th 5 5 message notification 8 34 monitor list 8 51 One Number Access 8 48 outgoing call restrictions 8 36 physical extension 8 1 G 8 send notification 8 36 speed dial 8 28 types defined 8 1 virtual 1 14 8 1 definition G 11 workgroup pilot number 8 1 extension configuration 8 1 Extension Configuration icon 4 4 Extension view window 4 6 external logging 5 20 F failover routing 1 18 10 10 faststart e...

Page 508: ... 1 huntgroup see workgroup G 5 I icons toolbar 4 4 4 10 images subdirectory 18 3 impedance 7 7 G 5 incoming call handling 7 20 incoming ring type 7 7 information only mailbox 1 19 8 31 install previous version 3 47 installation AltiAdmin 3 44 cooling fan 2 13 hardware 2 1 heat factor 2 13 operating environment 2 3 2 15 2 16 2 17 Windows NT Emergency Repair Disk 3 44 installation requirements 18 1 ...

Page 509: ... 13 3 login first time 4 10 workgroup 1 17 Login and Logout icons 4 3 login logout 4 1 logout workgroup 1 17 logout reason code 5 38 loop current 2 3 loop start 7 7 G 6 M mail forwarding 1 22 mailbox information only 1 19 8 31 size 8 33 mailbox capacities 8 33 main menu 4 2 4 3 main number 5 3 making a connection difficulty 6 28 making calls from AltiMail 1 19 from voice mail 8 38 Management menu ...

Page 510: ...t setup 14 9 configuration 6 28 definition 14 1 G 6 domain name 14 5 email 14 4 Internet service provider 14 4 local address 14 3 mixed media messaging 14 3 helper applications 14 3 multiple AltiServ systems 1 25 protocol 14 1 IMAP4 14 2 TCP IP 14 2 14 5 transport 14 1 quality of service 6 8 server side setup 14 4 Network Address Translation NAT 6 10 network configuration for VoIP 6 8 networking M...

Page 511: ...r 1 13 remote call forwarding 1 10 system and station speed dial 1 13 toll restrictions 1 10 virtual extension 1 14 workgroup call routing 1 16 PCI Plug and Play 6 8 phone display options 8 19 phone number trunk 7 4 phrase for auto attendant 10 11 phrases recorded 10 12 physical and IP extensions licenses 3 28 physical extension 8 1 G 8 pilot number G 8 ping 6 28 platform for AltiServ 1 5 selectio...

Page 512: ...g dialing delay for en bloc trunks 9 8 refresh interval 4 10 registration manual online 3 7 registration methods 3 7 reminder calls 1 20 remote call forwarding 1 10 remote locations 5 31 remote systems 3 44 report cumulative IP traffic statistics 13 3 system summary 13 1 Reports menu 4 3 reports call logs 5 17 reports system 13 1 13 4 requirements basic AltiServ platform 2 1 requirements system ha...

Page 513: ... extensions 8 3 SF Superframe Format 6 37 Shutdown Switching 3 18 shutting down AltiServ 3 45 signaling protocol T1 7 16 silence detection 1 26 silence suppression 1 26 7 14 single data message format SDMF 7 9 8 17 slot 4 7 SMDR Report Format A 15 SMTP 5 25 14 2 SMTP service 5 25 SMTP POP3 3 1 software license activation 3 5 registration 3 5 Span Types 6 41 specifications functional 2 4 Quantum bo...

Page 514: ...ion 6 29 signaling protocol 7 16 types of services 6 30 with Voice 6 30 T1 clock 6 38 T1 service 6 29 T1 signaling dialing delay 7 16 T1 E1 PRI features 1 24 T1 PRI troubleshooting 6 44 T1 PRI configuration button 6 38 T1 PRI features ANI DNIS Transport over Tie Trunks 1 24 hop off calls over Tie Trunks 1 11 TAPI definition G 10 support 1 9 TCP fragmentation 6 9 TCP IP 14 2 14 5 technical support ...

Page 515: ...mission 7 4 ground start G 5 impedance G 5 incoming call routing 7 20 loop start G 6 phone number 7 4 tenant selection 7 5 type A 4 trunk access 5 7 trunk access code 1 25 trunk configuration 7 1 Trunk Configuration icon 4 4 Trunk Configuration window 4 7 trunk interface loop ground wink start 1 14 Trunk Monitor Enable 8 52 trunk properties Quantum 7 6 Triton T1 PRI 7 15 Triton VoIP 7 13 VoIP 7 13...

Page 516: ...or 7 10 8 16 W wait 4 8 waiting time 4 8 WAN bandwidth 6 8 router configuration 6 9 warranty 1 xxxiii extended warranty 1 xxxiii how to get service 1 xxxiii windows view boards trunks etc 4 5 4 10 Wink Start 7 7 Wizard htm 18 4 work days 5 9 workgroup agent login logout 1 17 answer handling 8 46 barge in 1 17 call pickup 1 16 call routing 1 16 CDR Search 1 17 defined 8 1 log off reason codes 1 17 ...

Page 517: ...come 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...

Page 518: ...iWare 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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