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AltiWare OE System Administration & Installation Manual

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PPENDIX

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Product Repair Services & Technical Support . . . . . . . . B-1

Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1
Repair and Replacement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2
RMA Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-7

Glossary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . G-1

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . I-1

Readers Comment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . R-i

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Summary of Contents for AltiWare OE/ACC Version 5.0

Page 1: ...AltiWare OE ACC Version 5 0 System Installation and Administration Manual Revised 12 2004 4403 0001 5 0...

Page 2: ...curacy 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 cha...

Page 3: ...eatures 1 23 T1 PRI E1 Features 1 25 Voice over IP Features 1 25 Voice over IP Session Support AltiServ Features 1 28 AltiWare Tools 1 29 Optional Add On Software 1 29 Optional Add On Products 1 31 Ch...

Page 4: ...Registration Methods 3 8 Upgrades 3 9 Lost Licenses 3 11 Before New Installation 3 12 To Begin New Installation 3 12 Before Upgrade 3 19 Backup Database 3 19 IP Extension Protocol Change 3 19 Station...

Page 5: ...onfiguration 5 1 Setting General Parameters 5 2 Setting a System Number Plan 5 4 Assigning Trunk Feature IP Trunk Route Access 5 9 Setting Business Hours 5 10 Routing Calls on Holidays 5 12 Configurin...

Page 6: ...ng 5 32 Creating Distribution Lists 5 33 Defining a Distribution List 5 34 Setting Logout Reason Codes 5 34 Activity 5 35 Chapter 6 Board Configuration 6 1 Using the Triton Resource Board 6 2 Configur...

Page 7: ...or T1 E1 PRI Board 6 54 Troubleshooting Common Symptoms 6 55 Chapter 7 Trunk Configuration 7 1 Selecting Trunks to Set Attributes 7 2 Setting General Trunk Attributes 7 3 Quantum Trunk Properties 7 6...

Page 8: ...etting an IP Extension 10 11 Setting the Line Properties 10 16 Phone Display Options 10 20 Setting up Groups 10 21 Establishing Group Membership 10 22 Adding Extensions to Groups 10 23 Assigning Group...

Page 9: ...ndling 10 48 Configuring One Number Access 10 50 One Number Access Options 10 51 Call Screening 10 52 Setting Caller ID Verification 10 52 Specifying Forwarding Numbers 10 53 Setting Up Monitor Lists...

Page 10: ...les 16 4 Chapter 17 System Report Management 17 1 System Summary Report 17 1 System Log 17 2 IP Cumulative Traffic Statistics 17 3 Chapter 18 Data and Internet Integration 18 1 Network Protocol and Ad...

Page 11: ...n 18 33 Installing Outlook 2000 Client on the AltiServ System 18 35 Enabling the Exchange Server 18 35 Testing the Exchange Server Setup 18 35 Troubleshooting Tips 18 35 Notes 18 35 Exchange on Window...

Page 12: ...OE System Administration Installation Manual APPENDIX B Product Repair Services Technical Support B 1 Technical Support B 1 Repair and Replacement B 2 RMA Form B 7 Glossary G 1 Index I 1 Readers Comm...

Page 13: ...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 gen...

Page 14: ...ipment 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 certif...

Page 15: ...n 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...

Page 16: ...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...

Page 17: ...l caminar sobre l A fin de evitar el sobrecalentamiento del equipo no obstruya las ranuras y aberturas que se encuentran sobre las cubiertas del m dulo ya que stas se suministran para su ventilaci n S...

Page 18: ...sed 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 procedure...

Page 19: ...particularmente si est usted trabajando con circuitos el ctricos descubiertos Lea la nota anterior Siga al pi de la letra las instrucciones contenidas en el manual particularmente cuando trabaje con...

Page 20: ...nleitungen im Handbuch sorgf ltig besonders dann wenn an eingeschalteten Schaltkreisen gearbeitet wird Strom abschalten wenn ein Verfahren das vorsieht Falls nicht anderweitig durch ein Wartungsverfah...

Page 21: ...ive 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...

Page 22: ...A4 3 La instalaci n de este aparato la DEBEN ejecutar profesionales 4 La m quina principal DEBE conectarse a tierra conforme lo dispone el EN60950 1992 edici n 2 A4 1997 cl 6 2 1 2 utilizando cable d...

Page 23: ...nterruptor de la selecci n del voltaje de entrada 115 230V est en la parte posteriora del chasis y se fija al voltaje apropiado para su instalaci n Sicherheitserfordernisse gem UL Underwriter s Labora...

Page 24: ...dc berschreiten ist der zust ndige Sicherhaitsingenieur zu Rate zu ziehen Anderweitige Benutzung des Ger ts deren Ergebnis die Au erkraftsetzung der erteilten Genehmigung zum Betrieb des Ger ts zur Fo...

Page 25: ...Alle Schaltungen m ssen den Nationalen Vorschriften f r Fernmeldeschaltungen National Telecommunications Wiring Regulations und den Nationalen Vorschriften f r Elektroschaltungen National Electrical...

Page 26: ...arse alejada de cualquier abertura superior o lateral de la cubierta por lo menos mediante 25 mm de aire o a trav s de una barrera de inflamabilidad Clase V 1 o superior salvo cuando las aberturas se...

Page 27: ...l not run through steel conduit 1 Deber instalarse equipo complementario de conducci n a tierra entre el producto o sistema y la tierra misma esto es adem s del conductor a tierra que el equipo tiene...

Page 28: ...iter s Laboratories Inc Prepare the hardware as follows ensuring that the relevant manufacturer s installation instructions are complied with If you have doubts about any of these call your supplier 1...

Page 29: ...se de que las clavijas PCI de los canales de distribuci n cumplen con las especificaciones de los tableros PCI Rev 2 1 5 voltios 32 bit 5 Prepare el chasis de acuerdo con las instrucciones del fabrica...

Page 30: ...niger als 0 1 Ohms zum Erdanschlu f hren 4 Die PCI Program Controlled Interrupt Kontaktanschl sse auf der Sammelschiene des Hauptger tes entsprechen den PCI Steckkartenanforderungen PCI Board specific...

Page 31: ...a like product How Long the Warranty Is Effective All AltiGen Communications products are warranted for one 1 year for all parts from the date of the first end user purchase Whom the Warranty Protect...

Page 32: ...of product 3 your name and company name 4 your shipping address and 5 description of the problem 3 For additional information contact AltiGen via e mail at support altigen com Effect of State Law Thi...

Page 33: ...e 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 a...

Page 34: ...summary Chapter 18 Data and Internet Integration describes setting up email AltiReach Exchange integration Chapter 19 Using TAPI describes how to configure AltiGen s TAPI gateway to use off the shelf...

Page 35: ...l systems ship with Windows 2000 Server except AltiServ Small Office and AltiServ1 IP AltiWare OE 5 0 and the corresponding hard ware package pre installed in a generically configured working condi ti...

Page 36: ...erver AltiWare OE v5 0 24 Station Licenses 2 x Triton 0x12 Analog Station PCI Card Total of 2 ISA x 9 PCI available 2 ISA x 7 PCI available for additional AltiGen Boards AltiServ Office Plus w RAID Pa...

Page 37: ...able to 120 ports Components Specifications 733 Mhz Celeron Processor 128 MB RAM 40 GB Hard Drive Windows 2000 Professional AltiWare OE v5 0 16 Station Licenses 8x4 ISA Quantum Card 12 port VoIP Trito...

Page 38: ...e of products AltiServ platforms can be built using a standard personal computer or server hardware with sufficient number of full size ISA and PCI expansion slots In addition the platform must be equ...

Page 39: ...rvice 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 teleph...

Page 40: ...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 res...

Page 41: ...board is required when ground start trunks may be required You can install up to 16 Triton Analog Trunk boards per system Tone detection fax modem voice available for predictive dialing integration Tr...

Page 42: ...nd the dynamics of business communications and adjust resources such as the number of outside lines accordingly For more information on using PBX features see the AltiServ User Guide or the AltiView U...

Page 43: ...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 Cal...

Page 44: ...alls coming into a specific extension and sends them to preprogrammed destinations such as voice mail or the operator In OE 5 0 an Allow DND Feature option is added to Extension Configuration DND is o...

Page 45: ...uration This feature can be enabled or disabled per extension by the administrator Note Alti IP phones or 390 Analog phones that are configured on a Triton Analog Extension board can be intercommed IP...

Page 46: ...s prompted to record a caller name to continue ONA Operator Off line when this feature is enabled all calls are directed to the Auto Attendant When the caller dials 0 and the operator is not available...

Page 47: ...100 calls at any given time Single Call Waiting allows users to put an existing call on soft hold and take a second call upon hearing a Call Waiting tone The user can then alternate between the two c...

Page 48: ...is through voicemail use a physical extension a trunk or via AltiView or AltiAgent Flexible Wrapup Times and Inter Call Delays can be used to set delays before the system sends the next call to an ext...

Page 49: ...ut of the group This wrapup time is configurable on a per member basis Dialed Digit Translation First Dialed Digit Translator allows the administrator to select a single dialed digit that can be assig...

Page 50: ...ilable group member An option setting in the system can also ring the longest idle member or ring all available members Calls encountering RNA among all agents can be automatically directed to an alte...

Page 51: ...agents when holding a workgroup call ACC feature only Workgroup CDR RTM Enhancements ACC feature only the CDR RTM database is updated with additional data fields CDR Logger Service uses standard ODBC...

Page 52: ...ling routes incoming calls to an alternate destination when the queue is already full or when incoming calls will have an unacceptably long wait time Workgroup Silent Monitoring an option enabled with...

Page 53: ...allows the administrator to select the action the system should take if there is no digit detected by the caller within specified seconds Schedule Based Call Processing routes calls differently for d...

Page 54: ...to the message announcement personal greeting from the mailbox To repeat the message callers are instructed to press the key See Setting up Extensions on page 10 3 for more information on this featur...

Page 55: ...oice Mail Distribution List allows the user to use system distribution lists or create and use personal distribution lists for forwarding voice mail Up to 100 distribution lists can be created Each di...

Page 56: ...ss of the Exchange server must be the name of the machine or the fully qualified domain name Mail Forwarding allows you to forward mail email and voice mail to an SMTP based mail server The destinatio...

Page 57: ...channels instead of having to change them one at a time Auto Attendant Configuration File lets you export your complete Auto Attendant configuration to an html file Call Detail Reporting CDR the syste...

Page 58: ...Extension Checker a tool that checks the security status of every extension in your AltiWare system Extension Password Protection for Application Logins the system maintains a counter for each extensi...

Page 59: ...ou to configure the format and sequence of caller ID and DID digits using DTMF for a T1 connection See Triton T1 PRI Trunk Properties on page 7 17 for more information on this feature Collecting Calle...

Page 60: ...ion 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 Codec a dual rate audio enco...

Page 61: ...o buffer incoming packets and re sequence them by maintaining a queue This queue is adjustable to accommodate different network environment characteristics PCM based Music File A pre recorded music on...

Page 62: ...and Outgoing Trunk Calls Call Transfer To and From IP Trunk Blind Supervised One Number Access Message Notification Reminder Calls Multi Location Conferencing Call Park Call Waiting Call Forwarding A...

Page 63: ...ocation Extension Phrases Replicator allows you to synchronize extension phrases in a multi system environment The tool will manually or automatically synchronize all extensions names and greeting phr...

Page 64: ...entries configured in AltiServ Release IP Tie Link option added to configuration Automatic version upgrade during startup AltiAgent a workgroup user version of AltiView in addition to AltiView feature...

Page 65: ...S data to match against incoming call data and workgroup call queue announcements In OE 5 0 the following enhancement has been made Setting call priority for Advanced Call Router CDR Search allows adm...

Page 66: ...Key AltiServ Characteristics 1 32 AltiWare OE System Installation Administration Manual Activity display Auto answer mode Workgroup queue status display Configurable BLF ringer...

Page 67: ...nstallation software upgrade process and upon system reboot One pre assigned DB 25 parallel port system key is included with every copy of AltiWare OE 5 0 upgrade or original Each system key has a uni...

Page 68: ...hony boards with AltiWare software AltiServ requires the following minimum system configuration IBM PC compatible system with adequate number of full size ISA and PCI slots Microsoft Internet Informat...

Page 69: ...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...

Page 70: ...n 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 S...

Page 71: ...Board Telephony Power Supply for Quantum D Board Automatic Power Failure Transfer ISA Bus E 911 CAMA trunk support Triton Analog Extension Board The Triton Analog Extension telephony board has a dedic...

Page 72: ...s 12 analog trunks and offers FSK Caller ID receiving Centrex flash and voice silence activated answer supervision This board is also compatible with major PCI chassis vendors The Triton Analog Trunk...

Page 73: ...y board which supports either T1 E1or PRI through software configuration has the following functional characteristics MVIP Compatible 256 Port Non Blocking Switch Matrix Jumper Free Configuration PCI...

Page 74: ...side rocking motion to remove the connector or by pulling the cable Be careful to make sure pins in the MVIP connector on the board line up with the sockets on the MVIP cable Failure to do so may res...

Page 75: ...ons but you must configure the new ports if you want to use them Cuando sustituye usted el producto por el AltiWare OE 4 8 todas las tarjetas de 8 puertos autom tica mente pasan a convertirse en tarje...

Page 76: ...n bei Gebrauch neu konfig uriert werden 1 Available in the Americas and Caribbean only Disponible en las Am ricas y en el Caribe nica mente Nur in Nord und S damerika und der Karibik erh ltlich System...

Page 77: ...ca Energiebedarf The power requirements are as follows for each individual board Los requisitos de energ a el ctrica son los que se indican a continuaci n para cada tarjeta individual Die folgende Tab...

Page 78: ...sistema Para instalar el ventilador de enfriamiento en el sistema AltiWare lea las instrucciones que se incluyen con la unidad de ventilaci n Befinden sich mehr als zwei AltiGen Fernmeldekarten in de...

Page 79: ...p and use the system consider the environment in which the system will reside Choose a work surface large enough to accommodate the entire system Use a flat stable work surface with enough space aroun...

Page 80: ...rci rese de que el filtro del ventilador se encuentra limpio y de que no obstruye el flujo del aire Trabaje siempre con equipo y aditamentos con conexi n a tierra Es necesario utilizar un tapete ESD p...

Page 81: ...legt werden bevor sie ber hrt werden d rfen Die Dissipationsmatte mu eine gummierte Oberseite und eine konduktive Unterseite haben Beim regelm igen Reinigen der Matte mu ein antistatisches Reinigungsm...

Page 82: ...or Ext 101 to bring in Ext 102 into the conference if Ext 102 is located on the same Quantum board as Ext 101 Once Ext 102 joins the conference no other members can join this conference call as the 6...

Page 83: ...arch 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 Insta...

Page 84: ...for installing or upgrading the AltiWare OE software from the AltiWare OE Release 5 0 CD ROM It should take about 15 to 20 minutes to install the AltiWare OE software program Before you begin install...

Page 85: ...2 x 3 x or 4 0a is installed first upgrade to 4 0 a fresh installation of 5 0 is required Firewall Considerations If you are using a firewall in the AltiWare OE 5 0 environment the following are the n...

Page 86: ...P RTP VoIP RTP VoIP ATPS VoIP ATPS 10032 Web Client AltiLink NetMeeting Chat plusVoIPportsdescribed above 10025 1720 Client Auto Upgrade 10050 Polycom Between 2222 2242 and 1718 1719 a It is recommend...

Page 87: ...Release OE 5 0 Without this license the following licenses are disabled Table 4 Release OE 5 0 License Summary The following table lists all licenses used in AltiServ Contact Center 5 0 The following...

Page 88: ...equired for ACC Product Workgroup related options will be disabled if this license is not installed Advanced Call Router This license enables Advanced Call Router service No session license is require...

Page 89: ...l 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 cust...

Page 90: ...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 sy...

Page 91: ...ed for online registration Upgrades The AltiGen upgrade process is designed to ensure that the proper compatible seat licenses are provided with upgrade software ordered Other optional software such a...

Page 92: ...Sessions 1 AltiSupervisor Client Session AltiView Site License converts to 100 AltiView Session Licenses AltiConsole Site License converts to 10 AltiConsole Session Licenses Advanced Call Router conve...

Page 93: ...s from 4 6 to 5 0 you can only upgrade to the number of seats existing in 4 6 4 6 Agent Seat Licenses that are not upgraded will be nullified and cannot be used for future upgrade migration Lost Licen...

Page 94: ...sion 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...

Page 95: ...ation 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 th...

Page 96: ...r 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 w...

Page 97: ...3 Software 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...

Page 98: ...stallation 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...

Page 99: ...am folder 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 y...

Page 100: ...nstallation 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...

Page 101: ...3 x or OE 4 0 is installed first upgrade to OE 4 5 OE 4 5A or OE 4 6 then to OE 5 0 If AltiWare OE 2 x is installed first upgrade to OE 4 0 then to OE 4 5 OE 4 5A or OE 4 6 then to OE 5 0 Back up all...

Page 102: ...s if you want to use them Shutting Down the AltiGen Switching Service Before installing this upgrade on the AltiServ system please make sure that the AltiAdmin application and the AltiGen Switching Se...

Page 103: ...n click the Stop button followed by the OK button to close the dialog To Begin Upgrade To complete the upgrade 1 Make sure you have prepared for installation as described beginning on page 3 2 2 Insta...

Page 104: ...system key is not available Setup will terminate 10 Setup will check AltiGen boards on your system Note Setup will terminate if T1 Rev A1 A2 or VoIP Rev A1 A2 boards are found These boards are not sup...

Page 105: ...AltiWare 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 creat...

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 u...

Page 107: ...stallation 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 n...

Page 108: ...all 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...

Page 109: ...cannot get 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 a...

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 pur...

Page 111: ...n AltiWare 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 butt...

Page 112: ...e 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 t...

Page 113: ...aler Installation 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...

Page 114: ...lation 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 Lic...

Page 115: ...ation Administration 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 display...

Page 116: ...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...

Page 117: ...Installation 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...

Page 118: ...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 r...

Page 119: ...r and Description 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 regist...

Page 120: ...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 Li...

Page 121: ...splays your currently registered software version Select Re Register or Upgrade migrate to and use the drop down list to select the version to upgrade or migrate to Then click Next 9 The next web page...

Page 122: ...To Begin Upgrade 3 40 AltiWare OE System Installation Administration Manual obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support Click Next when finished...

Page 123: ...Installation 10 The next web page allows for inputting of Customer and Installer information For the Customer Information and Installer Information sections fill in all fields required and click Next...

Page 124: ...re OE System Installation Administration Manual Click Add More Keys to add more licenses or click Next to register these licenses 12 The next web page displays the licenses that have been activated an...

Page 125: ...a obsolete licenses such 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 retri...

Page 126: ...continues the registration by initiating a product registry program 15 At the end of the Web Registration save the exctl file to a floppy disk 16 Return to the AltiServ machine In the License Informat...

Page 127: ...p 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...

Page 128: ...o administer 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...

Page 129: ...our 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...

Page 130: ...P 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...

Page 131: ...he following components using the Control Panel Add Remove Program AltiView VM Service Quantum SP Triton SP Triton Analog SP Triton T1 PRI SP Triton VoIP SP 5 Remove the altiserv directory and any sub...

Page 132: ...alling 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 5 0 Make sure your system key is fully inserted int...

Page 133: ...e if AltiServ is installed on c drive to your system environment path through Control Panel System Environment path after finishing AltiServ s installation but before restarting your system Failed to...

Page 134: ...Software Installation Troubleshooting 3 52 AltiWare OE System Installation Administration Manual...

Page 135: ...ltiServ 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...

Page 136: ...he 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 Additio...

Page 137: ...onnel View Show hide or set default alignment of the windows the toolbar and the status bar Help Online help and AltiWare version and license information Quick Access Toolbar Figure 2 AltiAdmin Quick...

Page 138: ...he 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 Sys...

Page 139: ...he 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...

Page 140: ...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 add...

Page 141: ...k 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 wh...

Page 142: ...he number of agents logged into the workgroup Available the number of agents who are available to receive workgroup calls DND the number of agents who are unavailable with the Do Not Disturb status Wa...

Page 143: ...traffic history Figure 7 Call Log View window The window displays for the last 30 calls the caller line or number the callee the starting time in 24 hour format and the length of the call You can sele...

Page 144: ...oice packets received Packets Lost the number of voice packets that have been lost due to prolonged delays network congestion or routing failure Average Jitter displays the average length of delay per...

Page 145: ...tion in the Services menu allows the system administrator to logout of the system You should always log out after you have completed the administrative or configuration tasks This will prevent unautho...

Page 146: ...ltiGen Switching Service 4 12 AltiWare OE System Installation Administration Manual This option is available when you are logged in at the AltiServ system computer it is not available from a remote Al...

Page 147: ...on and DID number lengths distinctive ring conference call and system park options Number Plan how the system responds to each first digit dialed Business Hours used by system functions Holiday how ca...

Page 148: ...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 Co...

Page 149: ...ing 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...

Page 150: ...irst 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 conne...

Page 151: ...nfiguration Use the Number Plan window to specify the following parameters Parameter Description Extension Length The number of digits for your extension numbering system Valid entries are from 3 6 Fo...

Page 152: ...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 t...

Page 153: ...eft of 1 9 or then enter the desired digits When a box is checked the digit preprocessor will replace the first digit 1 9 or that user dials with the digits indicated in the corresponding field In the...

Page 154: ...Select Digit Translator drop down list 2 In the Extensions Group field use the Add button to select a location that the Extension Dialed Digit Translator will apply to Available locations list corres...

Page 155: ...t 1 9 or to Feature Access For example if 7 is set to Feature Access Station Login 27 can also be accessed using 727 IP Trunk Access Only one IP trunk access option is allowed per AltiWare system It i...

Page 156: ...Automatic Route Selection or LCR Least Cost Routing without carrier rate table is described in Chapter 8 Out Call Routing Configuration Out call routing is designed to help 10 digit dialing zoomerang...

Page 157: ...tab Figure 5 Business Hours window System Configuration Multiple Business Hour profiles can be configured in a system A default System Business Hour profile is already configured Multiple Business Ho...

Page 158: ...y configured Multiple Holiday profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries Parameter Description Work Day Select the days of the week on which the company does busin...

Page 159: ...stem Configuration on the Management menu then click the Holiday tab Figure 6 Holiday window System Configuration For each Holiday profile set holiday routing as follows 1 Click Add to create a new ho...

Page 160: ...ls for the working portion of a holiday that your organization treats as a half day Configuring System Speed Dialing You can set up to 60 system speed dial numbers The numbers available are from 00 59...

Page 161: ...seven digit telephone number Valid digits include 0 through 9 and comma The comma represents a one 1 second pause Note System speed dial is read only from AltiView and AltiAgent Defining System Call R...

Page 162: ...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 to block e g 900 976 You can enter up to 20...

Page 163: ...ional 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...

Page 164: ...annels on the Triton T1 PRI Board on page 6 48 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...

Page 165: ...Add Enter 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...

Page 166: ...ypes of data can be set up for call reporting or logging although their storage systems are different Call detail data can be logged to your local drive to a remote server and or exported via a COMM p...

Page 167: ...n Manual 5 21 5 System Configuration Figure 11 Call Reports window System Configuration Internal Database Configuration Internal Logger Service To set up and enable CDR collection to the local drive c...

Page 168: ...grator or database developer will need to write a custom query to extract data from the SQL database You can send reports from a number of different AltiServ systems to the same database Note Before y...

Page 169: ...Output box in the Accounting Data Processing field group Then select an Available Port and the Baud Rate Managing Messages The Messaging function provides for setting basic parameters and options for...

Page 170: ...mpts Retry Interval in Minutes The number of minutes between retry attempts Five minutes is the minimum and 60 minutes is the maximum interval allowed The default is 5 minutes Parameter Description Co...

Page 171: ...y empty voice mail messages on a regular basis and would like them automatically deleted Pause Detect Length Selected this feature causes the deletion of pauses in messages The default pause detect le...

Page 172: ...mail account the automatic reply informing of the invalid e mail account used to the sender is sent from the defined extension Note The system always requires an extension to selected as the Postmast...

Page 173: ...ength sets the length of the Location ID the number you define in the dialing table to identify each remote location The Location ID is used in dialing the user dials the IP trunk access followed by t...

Page 174: ...ns Use Caution Before Changing the Dialing Length The dialing length can be changed without having to re install or re start AltiWare IP However if this number is changed the location IDs are all alte...

Page 175: ...gure 15 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 previ...

Page 176: ...n 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...

Page 177: ...ncoming trunks that are not set up as tie trunks In order to locate an entry in the DNIS table for an incoming call a full match is required If there is no match in the DNIS routing table set up in th...

Page 178: ...Delete Defining the Routing After adding an entry you define it by first selecting it in the list When you select an entry its name and other defined attributes if any appear in the options at the rig...

Page 179: ...ist members a user need only enter the two digit ID instead of entering numerous individual extensions You can create up to 100 distribution lists each composed of up to 64 extensions The extension li...

Page 180: ...r list and click the Remove button to move it to the Non Member list You can select multiple names by using Ctrl Click 4 Click Apply to save your changes or click OK to save and close the System Confi...

Page 181: ...associate with the reason Activity The Activity configuration window is used to set up and select from a set of activity codes that can be played or displayed when the extension user is absent AltiVie...

Page 182: ...l of nine 9 activity codes the first six are pre configured as follows 1 System 2 Personal 3 Meeting 4 Away from desk 5 Business Travel 6 Personal Time Off The remaining three activity codes 7 8 9 are...

Page 183: ...able to select an activity from the Call Handling page of AltiView AltiAgent configuration Figure 19 Activity Selection List Call Handling Page of AltiView configuration In AltiConsole the activity o...

Page 184: ...Activity 5 38 AltiWare OE System Installation Administration Manual...

Page 185: ...tiWare desktop Figure 1 Board window For the board you want to configure double click the board s icon in the Boards window to open the Board Configuration window Important To implement some board con...

Page 186: ...ou install it and run it The Board ID must be the range of 0 to 15 and each AltiServ system supports a maximum of 2 boards Once installed and the system powered up the board is displayed in the Board...

Page 187: ...el 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...

Page 188: ...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...

Page 189: ...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 c...

Page 190: ...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 Channe...

Page 191: ...and Triton boards are connected via MVIP connectors The Triton VoIP board can be configured as a 12 port G 711 G 723 1 G 729AB or 30 port G 711 board Important Triton 30 port VoIP boards are recommen...

Page 192: ...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 boar...

Page 193: ...he 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 5...

Page 194: ...inimize 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 In...

Page 195: ...with Both Private and Public IP Addresses on page 6 21 If DHCP is used in this configuration the administrator will need to perform the following for the Alti IP 600 1 Configure the DHCP server to as...

Page 196: ...that you use the NAT configurations as described in Private Network Configuration AltiWare with private IP address and behind NAT on page 6 18 When a public IP address is used in the corporate network...

Page 197: ...blic IP address or the NAT s public IP address if AltiWare only has the private IP address If the private IP address was used for AltiWare or the local IP phone the Enable Private Access should be che...

Page 198: ...information in the TCP IP payload the NAT Network Address Translation router requires some H 323 protocol implementation to correctly handle the H 323 traffic and translate the private IP address int...

Page 199: ...equired between the DSL Cable Modem and IP phone and PCs if the DSL Cable Modem does not support H 323 over NAT If this router provides multiple 10 100 BaseT ports for devices behind NAT the IP phone...

Page 200: ...01 2 The local IP phones IP Phone 1 and IP Phone 2 use public IP addresses 169 254 101 100 and 169 254 101 101 respectively There are two remote IP phones IP Phone 3 with private IP address 192 168 2...

Page 201: ...r s AltiWare s 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 s...

Page 202: ...are the same which is 169 254 101 2 For an H 323 IP Call from Another AltiWare on Internet Another AltiWare can make a H 323 IP call to this AltiWare by calling the IP address 169 254 101 2 Private Ne...

Page 203: ...the AltiGatekeeper configure as follows For Public Address Redirect Address 469 254 56 169 Enable Private Address Enabled For Private Address Redirect Address 192 168 1 2 Subnet Address 192 168 1 0 Su...

Page 204: ...remote IP phone connected You need to set up the H323FWIP for this NAT to the private IP address of IP Phone 3 which is 192 168 2 100 For information on how to set up the H 323 traffic forwarding for...

Page 205: ...rivate to AltiWare NAT is not required in the local network Figure 4 shows this network layout where the AltiWare and AltiGatekeeper are installed and running on a multi homed host with private IP add...

Page 206: ...t extension Important If there are two network cards on this multi homed host when configuring the network cards you should only set the default gateway for the public interface network card PLEASE LE...

Page 207: ...2 Router 2 is a router supporting NAT with the remote IP phone connected You need to set up the H323FWIP for this NAT to the private IP address of IP Phone 3 192 168 2 100 For information on how to se...

Page 208: ...networks the corporate LAN and branch office LAN The VPN tunnel connects the two private networks such that the two networks access each other with a private IP address In the corporate network AltiW...

Page 209: ...r Private Address Redirect Address 192 168 1 2 Subnet Address 192 168 1 0 Subnet Mask 255 255 255 0 IP Phone 1 and IP Phone 2 When configuring the local IP Phone 1 and IP Phone 2 you should set up the...

Page 210: ...s not certified this product or any other router at this time Local Secure Group specifies the local network which can access the VPN tunnel at the cor porate network Subnet IP 192 168 1 0 Corporate N...

Page 211: ...AltiConsole AltiLink 10025 AltiControl AltiLink 10025 AltiReach AltiLink 10015 AltiView AltiAgent AltiLink VM Service 10025 10028 AltiSupervisor AltiLink Internal External CDR Logger 10025 10027 CDRSe...

Page 212: ...red 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 32...

Page 213: ...3 IP calls through a NAT with or without H 323 support When you use AltiWare with NAT first you need to find out if the NAT router supports H 323 After you set up the H 323 traffic forwarding accordin...

Page 214: ...following Triton VoIP Trunk Configuration dialog box Enable the H 323 Cross NAT Support Enable check box and then enter the NAT router s public IP address in the NAT Mapped Public Address field If you...

Page 215: ...re 13 AltiServ to AltiServ Connection Follow the steps below to configure IP trunks for an AltiWare to AltiWare tie trunk line connection 1 Confirm that the correct number of Triton VoIP boards are in...

Page 216: ...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 on how to dial a remote AltiServ Also be sur...

Page 217: ...stics window and the AltiWare IP Cumulative Traffic Statistics window in AltiWare Administrator or AltiAdmin to view network traffic 3 Check the RTP and RTCP Settings Make sure UDP port numbers 49152...

Page 218: ...it is not installed already Refer to the Microsoft Web site for installation instructions 2 Triton VoIP Board is Not Installed Properly Refer to the Quick Installation Guide for more details on prope...

Page 219: ...are required to establish service The information provided below identifies the recommended and supported parameters for T1 service T1 Service Request Information When ordering T1 service provide the...

Page 220: ...SI ESF B8ZS without power recommended Service Order Code SOC 6 0P AS 2 T1 Channel Assignment Trunk Type In Out or 2 Way recommended Channels Assigned 24 Enter partial channels if you wish to subscribe...

Page 221: ...ovide the following service request information Equipment Information Product Manufacturer AltiGen Communications Inc Product Name AltiServ PBX Phone System CSU DSU ADTRAN T1 ACE recommended or other...

Page 222: ...rom 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 E1 To subscribe to E1 service certain p...

Page 223: ...nels Assignment 17th channel channel ID 16 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...

Page 224: ...e 15 Board Configuration window Triton T1 PRI Board The Board Configuration window for the Triton T1 PRI board displays the same options as the Quantum board which are discussed in Configuring the Qua...

Page 225: ...invokes a configuration dialog box Figure 16 Triton T1 Configuration dialog box Figure 17 Triton E1 Configuration dialog box This dialog box displays the board serial number and allows you to reconfig...

Page 226: ...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 47 and the Status Messages table beginni...

Page 227: ...ed every 3 seconds If there is an error a message is displayed The following table lists the types of error messages and the appropriate actions Table 1 Span Status Error Messages Error Message Meanin...

Page 228: ...Layer 1 failure physi cal layer RAI Remote Alarm Indica tor Cable is broken If there are no frame slips con tact CO If frame slips exist set this board as the master L1 failure No Sync Frames Layer 1...

Page 229: ...Line Code Errors Line Code Error is defined as an occurrence of a bi polar variation or excessive zeroes Bit Errors Bit Errors are defined as a CRC 6 error in ESF FT bit error in SLC 96 and F bit or...

Page 230: ...her AMI or HDB3 HDB3 High Density Bipolar Order is based on AMI but extends this by inserting violation codes whenever there is a run of four or more zeros You can set the Zero Code Suppression to Non...

Page 231: ...m are connected back to back with a T1 span the System Clock Master check box must be checked for the T1 board that has not been designated by the MVIP setting as the system s master clock to drive th...

Page 232: ...ow The Triton T1 PRI E1 Board can be configured to either T1 ISDN PRI or E1 through the configuration options within the window Note In a tie trunk configuration set the trunks to Out of Service befor...

Page 233: ...ion AltiWare OE System Installation Administration Manual 6 49 6 Board Configuration Figure 21 PRI Protocol Configuration window Figure 22 E1 Protocol Configuration window The CH Type list displays th...

Page 234: ...PRI 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 config...

Page 235: ...l channels on the span to T1channel associated signaling Regular ISDN PRI select this option to indicate 23B D ISDN PRI span and to designate the last channel as the D channel Custom ISDN PRI this opt...

Page 236: ...ISDN Numbering Plan dialog box The PRI ISDN Numbering Plan dialog box displays the six classes of numbers call type that can be sent to a CO 101CCCC Numbers CIC Carrier Identification Codes dialing 0...

Page 237: ...nized according to the network dialing plan B Channel Maintenance Message Select the maintenance message that will delivered on the B Channel None Restart Service Restart and Service Enable PRI Caller...

Page 238: ...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 u...

Page 239: ...rmination 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 Co...

Page 240: ...Configuring the Triton T1 E1 PRI Board 6 56 AltiWare OE System Installation Administration Manual...

Page 241: ...em every 15 seconds Once the situation is corrected the trunk will be brought back to service automatically If none of the trunks are available when an outside call is placed the caller will hear the...

Page 242: ...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...

Page 243: ...ode enter the trunk Area Code and Phone Number in the appropriate fields 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 Nu...

Page 244: ...The Overhead paging feature requires paging equipment to provide loop start CO trunk characteristics This option is not supported on ground start trunks The Paging option and the Overhead Paging opti...

Page 245: ...n bloc allows the terminal to include all of the digits required to complete a call Use En bloc Dialing for digital PRI ISDN trunks Note For IP trunks use the IP Dialing Table to set the dialing schem...

Page 246: ...in subsequent sections Quantum Trunk Properties To configure a Quantum channel select a Quantum channel from the trunk channels list in the Trunk Configuration window then click the Trunk Properties b...

Page 247: ...ending on the country External Incoming Ring Type Select single or double Centrex Flash Duration ms Specifies the Flash Duration time in milliseconds with a range from 50 ms to 1000 ms This setting co...

Page 248: ...r 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 P...

Page 249: ...iguration 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...

Page 250: ...loop break desired for answering supervision By default the Enable Loop Current Break check box is enabled with the Loop Current Break Duration set as 1000 milliseconds Caller ID Transmission Methods...

Page 251: ...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 Prope...

Page 252: ...ies 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 trun...

Page 253: ...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 t...

Page 254: ...n when the NAT router does not support H 323 When this option is selected the following check boxes are enabled in the NAT Support field Public Address in NAT Server enter the public IP address of NAT...

Page 255: ...ode on both transmit and receive directions If a third party H 323 device is used which supports both G 732 1 and G 729 this device s preferred codec setting must be configured to use the same as Alti...

Page 256: ...elps to smooth out the delay variation in the arriving voice packets and maintain voice quality at the receiving end The default values for the jitter buffer for G 711 is 10 min to 480 max millisecond...

Page 257: ...riton T1 PRI channel from the trunk channels list in the Trunk Configuration window then click the Trunk Properties button or double click the list entry to view the Triton T1 PRI Trunk Line Propertie...

Page 258: ...ymbols to be collected for Caller ID and DID Max seconds before the first digit Maximum wait time before time out for the system to identify this digit after either the first ring in ground start or l...

Page 259: ...in any field of the sequence will terminate the sequence and automatically disable subsequent entries in the sequence The default sequence is or and then Caller ID and then or and then DID DNIS Or Set...

Page 260: ...ce 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 fo...

Page 261: ...fined in the System Configuration Business Hours window Setting Business Hours on page 5 10 During Business Hours Outside Business Hours Non Workdays Within each of these three time slots you have the...

Page 262: ...days Within each of these three time slots you have the following routing options for incoming calls Route to an extension selected in the drop down list Route to an Auto Attendant number selected in...

Page 263: ...s 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 Foll...

Page 264: ...Outgoing Call Blocking 7 24 AltiWare OE System Installation Administration Manual...

Page 265: ...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...

Page 266: ...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...

Page 267: ...ws 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 R...

Page 268: ...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 i...

Page 269: ...e 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...

Page 270: ...ich 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 bloc...

Page 271: ...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...

Page 272: ...uch 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 ro...

Page 273: ...guration 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 leng...

Page 274: ...tem 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 in...

Page 275: ...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 ca...

Page 276: ...d 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...

Page 277: ...sion 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 Ext...

Page 278: ...edit these as described in Editing Auto Attendants on page 9 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 A...

Page 279: ...dant 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 Atten...

Page 280: ...are 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...

Page 281: ...ee 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 th...

Page 282: ...enu item This drop down list contains the available actions which are as follows Table 10 Auto Attendant Actions Action Description No Action An invalid message plays and the menu is repeated Level Ex...

Page 283: ...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...

Page 284: ...e 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 Cli...

Page 285: ...d 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 Pr...

Page 286: ...old 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 w...

Page 287: ...ecorded 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 rec...

Page 288: ...Phrase Management 9 14 AltiWare OE System Installation Administration Manual...

Page 289: ...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 u...

Page 290: ...ndow 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...

Page 291: ...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 def...

Page 292: ...ion 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 op...

Page 293: ...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...

Page 294: ...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...

Page 295: ...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 i...

Page 296: ...this extension Enable Dial By Name Service select this box to allow callers to search the extension list by employee name for this extension Note The Tenant and Enable Dial by Name Service settings ca...

Page 297: ...e Validation selected forces the user to enter a valid account code Override Allowed selected prompts the user to enter an account code or the user can press to bypass the account code Call Recording...

Page 298: ...l to the user extension as an email attachment Deselected voice mail is retrieved as voice mail Enable Mail Forwarding selected the user s email will be forwarded to the email address you specify in t...

Page 299: ...an H 323 compliant terminal device IP phone to connect to AltiServ IP extensions have the same features as analog stations For system requirements and limitations on setting up IP extensions see Chapt...

Page 300: ...propriate for internet connections For voice G 723 AB uses 8 kpbs G 711 G 723 G 729 bandwidth requirements for example a Multilink Point to Point Protocol MLPPP or Frame Relay Forum FRF with no Voice...

Page 301: ...the system s VoIP configuration either G 723 1 or G 729 Static IP Extensions Lists IP extensions with static IP addressing you have created in the Extension Configuration window Servers Lists other C...

Page 302: ...alues for dynamic IP addressing 1 In the G711 IP Ranges list click the Add button The Add IP Codec Setting dialog appears Figure 5 Add IP Codec Setting 2 In the Add IP Codec Setting dialog specify Sin...

Page 303: ...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...

Page 304: ...Station Boards The subsequent sections deal first with Quantum then with Triton Analog Extension Quantum Line Properties If you select a Quantum board extension and click Line Properties you ll see th...

Page 305: ...g box Note that you can use the Apply to button to apply these hardware settings to one some or all ports on the board Caller ID Signal Format Message format with which to send Caller ID information N...

Page 306: ...sage 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 Message Format for supp...

Page 307: ...390 phone with Intercom service set this to 750 ms Ringing Frequency Select the frequency in Hz that is necessary for the equipment attached to this line Caller ID Transmission Methods Specifies how C...

Page 308: ...isplay a number If the Number Line is set to Caller Name DNIS Name User Data or IVR Data the phone may display Unknown on the number line Alti IP 600 Phone Display Notes For the Alti IP 600 the Name L...

Page 309: ...y agents can be assigned to workgroups There are three sets of Agent Configuration steps to set up groups The first step is creating a group pilot number a type of logical extension as described in Se...

Page 310: ...r you open the workgroup view of the group window which provides for adding extensions to the selected group setting group queue handling options and group login status and queue overflow handling 2 I...

Page 311: ...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 th...

Page 312: ...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 Av...

Page 313: ...ogin 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 Ove...

Page 314: ...mail Operator 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 10 39 Als...

Page 315: ...mber appearing in the window title bar Figure 11 Extension view of Group window Extension Configuration Adding or Removing Group Assignments To assign groups to the selected physical or virtual extens...

Page 316: ...box 2 Using the drop down lists select the minutes and seconds for the delay Be sure to set at least enough time e g 5 seconds to allow an agent to hit the Wait button in AltiView after putting the c...

Page 317: ...g 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 first agent does not conn...

Page 318: ...ion Administration Manual To work with Speed Dialing settings select the extension number you want to work with from the list in the Extension Configuration General window then click the Station Speed...

Page 319: ...trunk access code 1 long distance prefix followed by 408 area code and finally the seven digit telephone number Valid digits include 0 through 9 and comma The comma represents a one 1 second pause No...

Page 320: ...y 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 Informa...

Page 321: ...of recorded messages 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 Play...

Page 322: ...ation 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...

Page 323: ...use Apply to to 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...

Page 324: ...call to Cellular or PCS Phone Numbers on page 10 36 For the Pager option the system calls the specified pager number and then dials the system main number as set in the System Configuration General wi...

Page 325: ...swered the delay from 5 to 30 seconds after a call is answered before the system sends the return phone number Setting Notification Business Hours You can choose one of three options for when the exte...

Page 326: ...uting Configuration To work with extension call restrictions select the extension number you want to work with from the list in the Extension Configuration General window then click the Restriction ta...

Page 327: ...w Calls to be Transferred or Conferenced to an Outside Number and Allow Extension User to Make or Return Calls from within VM System These default settings reduce the risk of international toll fraud...

Page 328: ...each use somewhat different answering options You can use Apply to to apply call restriction settings to one some or all extensions See Apply To Button on page 10 3 for more information on using Appl...

Page 329: ...41 10 Extension Group Configuration To work with extension answering options select the extension number from the list in the Extension Configuration General window then click the Answering tab to op...

Page 330: ...Setting Answering Options 10 42 AltiWare OE System Installation Administration Manual Figure 17 Answering Window Huntgroup View Extension Configuration...

Page 331: ...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...

Page 332: ...s with 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 t...

Page 333: ...ny One Number Access settings for the extension Handling Busy Calls You have several options for handling calls while the extension is busy and again the options vary depending on the extension type I...

Page 334: ...ve Call Handling when enabled allows a caller to hear a ringback tone when the called party is in voice mail paging transfer or conference state Note The call will be shown as ringing in AltiConsole H...

Page 335: ...ected Enabling RNA Logout Handling This Ring No Answer check box option is available only to workgroups and only when Enable No Answer Handling is selected When an agent is rung and there is no answer...

Page 336: ...others regardless of its Wait Time in the queue Setting Workgroup Handling For workgroup numbers the Extension Configuration Answering window lets you set the handling of normal inbound calls and how...

Page 337: ...er the call will be forwarded according to these settings If you do not set options here the call will go to the group s voice mail after ringing all agents To set options for group RNA logout handlin...

Page 338: ...ONA allows you to identify specified callers to be connected to the user without having to dial more than one number The system searches for the caller and if a match is found searches for the user t...

Page 339: ...ings to one some or all extensions of the same type physical to physical huntgroup to huntgroup etc but only if the extensions are ONA enabled in the Answering window One Number Access Options In the...

Page 340: ...Call Screening When the Enable Call Screening option is selected callers accessing One Number Access will be prompted to record a name in order to continue the ONA process The recorded name is played...

Page 341: ...Other Call Restrictions option in the Extension Configuration Restriction window When you use the outside number option select a trunk or route access code in the drop down list and type in the phone...

Page 342: ...st 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 he or she logs in to regardles...

Page 343: ...Monitor List window Extension 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...

Page 344: ...Setting Up Monitor Lists 10 56 AltiWare OE System Installation Administration Manual...

Page 345: ...as AltiAdmin is installed together with AltiAdmin and connects to AltiAdmin through enhanced AltiLink protocol on behalf of AltiGen IP Phones Intercom with IP Phones Intercom 93 is supported on the Tr...

Page 346: ...st configure AltiAdmin and in some cases your client hardware or software for using IP extensions AltiAdmin 1 Ensure that the VoIP settings are configured properly and work For details on configuring...

Page 347: ...ded choose Static and then enter the IP address of the IP phone in the Logon field b If you do not have static IP addressing available choose Dynamic Note that dynamic IP addressing will show a differ...

Page 348: ...Configuration 11 4 AltiWare OE System Installation Administration Manual...

Page 349: ...ce 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 s...

Page 350: ...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...

Page 351: ...o configure features the user will need to enter the assigned password to proceed Display Workgroup Status When enabled allows the Alti IP 600 phone to display workgroup queue status While the agent i...

Page 352: ...600 phone setting to another No other settings are carried over IP Extension Log In Log Out The feature codes 26 Extension Log Out and 27 Extension Log In are available on the Alti IP 600 When the Alt...

Page 353: ...ed as a Line Park Group where trunk or extension incoming calls can be directly routed to the Line Park Group Extensions and agents can park calls in the Line Park Group and anyone can pick up parked...

Page 354: ...yed before the line parked call is answered Enable Line Park Timeout when this check box is enabled a line park call will time out after the minutes set in the value box Allow 51 to pick up when this...

Page 355: ...es feature code to page this group By default any member added to a paging group will automatically have logged in status When paged Alti IP 600 phones in idle state will automatically turn on the spe...

Page 356: ...set on the Number Plan tab of the System Configuration window Description for the paging group To Add Members to a Paging Group 1 In the Group Member window of Paging Group configuration click the ext...

Page 357: ...aging Group Configuration To Activate IP Paging 1 Press 46 followed by huntgroup number on your IP phone Note Both analog and IP phones can initiate paging over IP However only IP phones can receive g...

Page 358: ...14 4 AltiWare OE System Installation Administration Manual...

Page 359: ...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 an...

Page 360: ...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 An IP Board i...

Page 361: ...ox 2 Use the drop down list to select the prompt number you want to use for the greeting message Creating prompts is discussed in previous sections To play an update prompt every thirty seconds 1 Sele...

Page 362: ...is set to Auto This means that the system automatically checks all the boards for the most stable clock and designates that board as the master reference clock by which all other boards reference thei...

Page 363: ...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 Feat...

Page 364: ...Feature Tips 15 6 AltiWare OE System Installation Administration Manual...

Page 365: ...d 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...

Page 366: ...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 clos...

Page 367: ...to view the Backup Schedules dialog box Figure 3 Backup Schedules window 2 Set the options Select the checkbox for each day of the week you want run the backup For each day use the drop down lists to...

Page 368: ...t select the day you want to restore from or select Advance to choose the restore folder Clicking Advance displays a folder icon that you can click to open a dialog box that allows you to select the d...

Page 369: ...stem 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 sys...

Page 370: ...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 syste...

Page 371: ...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...

Page 372: ...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 g...

Page 373: ...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 an...

Page 374: ...ternet Message Protocol Version 4 An enhanced version of POP3 that among other things allows the user to view message headers of each message before retrieving the complete message Network Address A n...

Page 375: ...re 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 b...

Page 376: ...ia 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 network interface card insta...

Page 377: ...dress 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...

Page 378: ...dresses obtained from your ISP to the AltiServ Subnet Mask enter the Subnet Mask obtained from your ISP Default Gateway enter the email Gateway the router address 3 Select the DNS tab at the top of th...

Page 379: ...tiServ 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...

Page 380: ...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 give...

Page 381: ...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 averag...

Page 382: ...he 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...

Page 383: ...ion 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 B...

Page 384: ...e the domain names are the same To verify AltiGen Services 1 Select Start Control Panel Services A Windows Services dialog box will be shown as in this example Figure 5 Windows Service window 2 Select...

Page 385: ...r 5 5 with Service Pack 3 and Exchange Server 2003 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...

Page 386: ...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 Ex...

Page 387: ...te 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 Mailb...

Page 388: ...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 18 27 Microsoft Exchange Administrator Configuration 1...

Page 389: ...in 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...

Page 390: ...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...

Page 391: ...ok 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 Outloo...

Page 392: ...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 Ou...

Page 393: ...l 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 Ser...

Page 394: ...ltiserv exe directory a From Windows NT Explorer go to the altiserv exe folder If mapi32 dll and gapi32 dll remain in this folder delete them 2 In AltiWare Administrator AltiAdmin configure the extens...

Page 395: ...onfiguration 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...

Page 396: ...e Initial field should be empty for Exchange Server mail accounts in order for Exchange Integration to work properly Figure 18 Mail account configuration in Exchange Administrator 4 Use these precedin...

Page 397: ...hange 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...

Page 398: ...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...

Page 399: ...el Services If this doesn t work contact AltiGen Technical Support see E1 R2 CAS Installation on page A 1 Notes Email client confirmed to work on the AltiServ system is Outlook 2000 using Corporate or...

Page 400: ...dows NT server with the AltiWare OE software One Windows 2000 server with Exchange Server 2000 software Important When you install the Exchange Server you must log in as the Domain Administrator NOT t...

Page 401: ...ersion 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 Connec...

Page 402: ...n_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 2...

Page 403: ...erver 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 p...

Page 404: ...he following services to see if they are started Microsoft Exchange Event Microsoft Exchange IMAP4 Microsoft Exchange Information Store Microsoft Exchange MTA Stacks Microsoft Exchange POP3 Microsoft...

Page 405: ...ate 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 butt...

Page 406: ...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 Direc...

Page 407: ...for Windows NT 4 0 Integration follow steps under Enabling the Exchange Server on page 18 22 Testing the Exchange Server Setup Same as settings for Exchange Server for Windows NT 4 0 Integration follo...

Page 408: ...8 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 o...

Page 409: ...ration 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 Alt...

Page 410: ...te tab the IP Address is set to the address of the AltiWare server Under the Properties Home Directory tab the following configu ration is established The Local Path shows c altiserv webmgmt where c i...

Page 411: ...re 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...

Page 412: ...etect 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 automatica...

Page 413: ...d 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 TA...

Page 414: ...Changing TAPI Configuration Parameters 19 4 AltiWare OE System Installation Administration Manual...

Page 415: ...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 Too...

Page 416: ...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...

Page 417: ...r with right click commands described above click Reload to fetch the new settings from AltiWare Security characteristics for extensions you select in the Extension List display in the Unsecure Elemen...

Page 418: ...e to an AltiWare system which has a connection for access to all the servers that are desired to be managed The application will synchronize extensions and workgroup pilot numbers It can complete the...

Page 419: ...signaling for European Pacific Rim and other emerging markets Please carefully follow the procedures step by step Important When changing from E1 to T1 then back to E1 trunk channel properties will b...

Page 420: ...hows the proper configuration Step 2 Data Link Layer In the T1 E1 Configuration window select the switch mode according to your country in the E1 R2 setting field Figure 2 Data Link Layer Step 3 Signa...

Page 421: ...ect check box and configure the sequence according to Table 1 In call signaling configure the in call signaling value according to Table 1 Figure 3 Signaling Layer The circled fields in Figure 3 repre...

Page 422: ...DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provid...

Page 423: ...DID set to 11116 K 31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Colombia MFC R2 Set calling part category 2 Assume no caller ID provi...

Page 424: ...o 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC LME Set calling part category 2 The switch doesn t support caller ID transmission Incoming sequence D...

Page 425: ...igit DID set to 11116 K 31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Panam Nacional MFC R2 Set calling part category 1 Assume no calle...

Page 426: ...K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 China MFC R2 Set calling part category 3 Assume no caller ID provided Incoming sequence...

Page 427: ...it DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC R2 Set calling part category 1 Assume no caller ID prov...

Page 428: ...it DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Mexico Tel fonos de Mexico Set calling part category 2 Assume no caller ID prov...

Page 429: ...113 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...

Page 430: ...ored Venezuela Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 di...

Page 431: ...m can provide several countries according to T1 PRI or E1 PRI The selections of B Channel Maintenance Message depend on what country you reside in Country Protocol Supported B Channel Maintenance Mess...

Page 432: ...c ETSI Restart Poland ETSI Restart Russia ETSI Restart Saudi Arabia ETSI Restart Singapore ETSI Restart South Africa ETSI Restart Spain ETSI Restart Taiwan Bellcore ETSI None Thailand ETSI Restart UK...

Page 433: ...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 plea...

Page 434: ...port 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 addr...

Page 435: ...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 acc...

Page 436: ...ned 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...

Page 437: ...able 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 wit...

Page 438: ...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...

Page 439: ...____________________________ Dealer Phone Number ______________________________AltiGen Case Number __________________ Credit Card Number VISA MC ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___...

Page 440: ...METHOD STANDARD EXPRESS WARRANY STATUS UNDER WARRANTY WARRANTY EXPIRED PRODUCT INFORMATION Product Part Number ___________________________________________________________________ Serial Number _______...

Page 441: ...AltiGen s Quantum and Triton products AltiServ an advanced highly integrated business and computer telephony platform that consists of a Quantum and or Triton card and AltiWare software working in a...

Page 442: ...e system channel the smallest subdivision of a circuit capable of carrying communication service circuit the physical connection of channels conductors and equipment between two given points Includes...

Page 443: ...roller card If one hard drive fails then the data can be retrieved from the second hard drive DNIS Dialed Number Identification Service is a telephone service that identifies for the receiver of a cal...

Page 444: ...ed from the other server extension number an arbitrary number of two to five digits that matches a station to a particular user F FCC Federal Communications Commission file server an integral part of...

Page 445: ...to describe the physical components of a machine particularly computer equipment and devices containing logic elements used in data processing or communication equipment Hertz cycles per second Abbre...

Page 446: ...losed path or circuit over which a signal can circulate When used on a telephone line it tests the line the circuit is closed and reflects received signals to the sender M maintenance any activity int...

Page 447: ...ent and management of the area code system for North America Administered by Bellcore presently being expanded due to high demand for new numbers and services requiring new area codes Numbering sequen...

Page 448: ...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 Powe...

Page 449: ...ommon telephone jack Usually wired with eight wires the red and green signify the tip and ring circuits ROM Read Only Memory root directory in an IBM or compatible PC the directory that is created whe...

Page 450: ...ing area Identified by greater distance and increased rates or by 1 plus dialing requirements toll restriction a feature that allows the user to restrict certain station users from placing toll calls...

Page 451: ...sory 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...

Page 452: ...G 12 AltiWare OE System Installation Administration Manual...

Page 453: ...onfiguration 12 1 AltiGen IP phone NAT support 6 30 AltiGen Switching Service 3 20 Alti IP 600H 1 31 AltiMail making a call from 1 20 Alti MSCRM 1 31 AltiPCM 1 29 AltiReach 1 28 call management 18 37...

Page 454: ...tribution 1 28 10 48 automatic login logout 10 25 Average Jitter 4 10 B B8ZS Binary 8 Zero Substitution 6 46 backing up files 16 2 backup 3 2 database 3 47 system data 16 1 bandwidth WAN 6 8 Basic Cal...

Page 455: ...7 channel service unit 6 36 6 38 6 39 child windows 4 5 4 11 circuit G 2 client setup 18 9 clock configuration 15 4 CO switch 6 54 code access 7 3 7 6 area 7 3 codec G 711 1 26 G 723 1 1 26 collecting...

Page 456: ...lecting 7 18 T1 1 25 DID number extension 10 7 Digit Manipulation 8 3 DINA Manager 1 29 20 4 directory dial by name 1 18 name directory 1 19 distinctive call waiting 1 10 10 33 distinctive ringing 1 1...

Page 457: ...handling 10 40 information only mailbox 10 32 length 5 5 message notification 10 35 monitor list 10 53 One Number Access 10 50 outgoing call restrictions 10 37 physical extension 10 1 G 8 send notific...

Page 458: ...com mode 1 11 hands free manual answer mode 1 11 hardware adding or changing 3 46 basic requirements 2 1 hardware status 4 5 installation 2 1 cooling fan 2 12 operatingenvironment 2 3 2 13 2 14 2 15 s...

Page 459: ...ion 6 31 number code 5 9 IP Trunk Access 5 9 IP trunk current traffic statistics screen 4 10 IP trunk traffic window 4 9 IP trunk number plan 5 9 ISDN setting TEI 6 54 ISP 6 8 Item Name 9 7 J Jam Bit...

Page 460: ...3 MIME 18 3 Monitor Available 10 55 monitor list 1 24 10 53 mounting panel G 6 moving system 3 47 multilink 6 9 multiple call waiting 1 11 10 46 multiple data message format MDMF 7 9 10 17 10 18 mult...

Page 461: ...12 15 3 by trunk 7 4 overlap dialing 5 30 7 5 P Packets Lost 4 10 Packets Received 4 10 Packets Sent 4 10 pager notification 10 36 paging 1 12 15 3 paging group configuration 14 1 password 3 46 4 1 ch...

Page 462: ...9 11 greeting and update 15 3 multiple workgroup prompts 1 16 protocol 18 1 definition 18 1 IMAP4 18 2 POP3 18 2 G 8 SMTP 18 2 TCP IP 18 2 18 5 TCP IP configuration 18 5 transport protocol 18 1 PSTN...

Page 463: ...7 15 RTP RTCP definition 6 33 run AltiAdmin 3 46 S safety 1 xvi electricity 1 xviii scheduling backup 16 3 send notification 10 37 server Exchange 5 27 Exchange integration 1 22 file G 4 server IP ad...

Page 464: ...5 17 extension length 5 5 home area code 5 3 main number 5 3 messaging 5 23 numbering plan 5 4 summary report 17 1 work days 5 12 system administration features 1 23 system call park 5 4 system callb...

Page 465: ...oard specifications 2 7 Triton T1 PRI see also T1 PRI Triton T1 PRI Board configuration 6 34 Triton VoIP trunk properties 7 13 Triton VoIP Board configuration 6 7 Triton VoIP board see also VoIP troub...

Page 466: ...er IP features 1 25 voicemail playing order 10 33 VoIP 7 13 integrated gateway 1 27 trunk properties 7 13 VoIP troubleshooting 6 33 6 34 voltage based call indicator 7 10 10 16 W wait 4 8 waiting time...

Page 467: ...Index AltiWare OE System Installation Administration Manual I 15 Index...

Page 468: ...Index I 16 AltiWare OE System Installation Administration Manual...

Page 469: ...ome 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 sub...

Page 470: ...Ware OE System Installation Administration Manual COMMENTS Mail to AltiGen Communications Inc 4555 Cushing Pkwy Fremont CA 94538 Or Call us at 510 252 9712 Fax us at 510 252 9738 E Mail us at docs alt...

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