Altigen MAX Communication Server ACC 6.0 Administration Manual Download Page 453

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MAXCS ACC 6.0 Administration Manual

439

toll prefix

toll restrictions

toolbar

tools, AltiGen

387

Trace Collector tool

395

trace, collecting

395

traffic statistics

traffic statistics, resetting

355

training, technical, for system ad-

mins

428

transmitted caller ID

188

transmitted CID

188

Triton analog GS/LS trunk proper-

ties, setting

156

Triton Analog Station Board

configuration

117

Triton Analog Station Line Proper-

ties dialog box

191

Triton Resource board

117

Triton T1/E1 trunk properties, set-

ting

153

Triton T1/PRI Board

configuration

119

troubleshooting

cannot make connection

431

checking network configuration

431

checking traffic

431

loop-back test

431

poor voice quality

431

VoIP board

431

troubleshooting T1/E1

132

trunk

access code

146

attributes

148

Centrex

148

configuring recording

149

dialing scheme

147

direction of transmission

146

incoming call routing

165

location format

145

phone number

147

trunk access code vs route access

code

146

173

trunk access, IP

trunk based recording

104

trunk channel, measuring Rx level

160

trunk configuration

143

Trunk Monitor Enable option

215

trunk properties

H323 tie, setting

150

SIP trunk, setting

151

SIPtie, setting

150

Trunk View window

144

trunks

paging

147

setting attributes

146

Triton Analog trunk GS/LS prop-

erties, setting

156

Triton T1/E1 trunk properties,

setting

153

unavailable

143

using Apply To button

145

trunks, tie, enabling hop off

UDP ports

423

AltiServ behind NAT

316

UDP ports, and firewall

296

unanswered calls

252

handling

210

279

uninstalling MAXCS

unusual voice mail activity notifica-

tion

203

update prompts

user defined #

229

users, managing VoIP domain

325

View menu

view window

call log

View windows

virtual extension

186

voice

poor quality

431

Voice File Converter

399

voice mail

configuration

distribution lists

messaging

mobile extension

239

setting notification

201

synchronizing with Exchange

server

199

voice mail activity notification, un-

usual

203

voice mail activity, unusual

setting parameters for notifica-

tion

203

voice mail playing order

247

274

voice quality

and WAN bandwidth

312

voicemail playing order

200

VoIP

codec profiles

308

VoIP bandwidth

about

304

requirements

295

304

VoIP configuration

295

VoIP domain

adding servers

321

323

creating multi-site

319

extension scope

326

managing users

325

rejoining a server to

324

relocating extension

330

relocating extension using #27

332

system ID and

323

VoIP menu

VoIP network management

303

VoIP traffic display

VoIP troubleshooting

431

waiting time, callers in queue

WAN

bandwidth

295

router configuration

296

windows

view (boards, trunks, etc.)

work days, setting

Work/Hunt Group Converter tool

401

workgroup

adding a

267

answer handling

279

converting to hunt group

401

establishing basic attributes

267

incoming call handling

277

logging outbound calls

196

mail management

272

message notification

276

queue management

281

recording options

269

service level

setup

267

single call handling

280

workgroup configuration

263

workgroup queue

agent pick up call

196

workgroup status display

229

Workgroup view window

wrapup

wrap-up time, setting

196

zero code suppression

124

Bell

124

GTE

124

Jam Bit 8

124

Summary of Contents for MAX Communication Server ACC 6.0

Page 1: ...MAX Communication Server Administration Manual ACC 6 0 Update 1 1 2009 4413 0001 6 0 Update 1...

Page 2: ...ation The information contained in this documentation is subject to change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agr...

Page 3: ...tration Features 14 Voice over IP Features 15 Multi Site VoIP Management Enterprise Manager 16 Optional Add On Software 17 Capacities 18 CHAPTER 2 System Requirements and Installation 21 Minimum Syste...

Page 4: ...m All Extensions 56 Setting Unrestricted Area Codes 56 Locking Attacked Extensions 57 Blocking All Outgoing Calls 57 Enabling Hop Off for Tie Trunks 57 Setting 10 Digit Dialing Area Codes 57 Creating...

Page 5: ...endants 86 Editing Auto Attendants 88 Configuring Menu Items 88 Making Auto Attendant Assignments 92 Phrase Management 92 Using Pre Recorded Prompts 92 Recording Custom Phrases from the AltiGen Phone...

Page 6: ...33 Configuring the SIPSP Board 133 Configuring the H323SP Board 134 Configuring Virtual Board HMCP 134 Assign HMCP Resources to IP Extensions 137 Configuring the MAX Board 141 Configuring the Virtual...

Page 7: ...or Non USA Canada Countries 182 CHAPTER 15 Extension Configuration 185 About the Apply To Button 186 Setting up Extensions 186 Setting Personal Information 187 Account Code 189 Call Recording Options...

Page 8: ...er ID Verification 213 Specifying Forwarding Numbers 213 Setting Up Monitor Lists 214 Configuring a Monitor List 214 CHAPTER 16 Setting Up IP Extensions 217 Setting an IP Extension 221 Setting VoIP Co...

Page 9: ...ration 263 Workgroup Functionalities 263 Creating and Configuring Workgroups 266 Overview of Workgroup Configuration Window 266 Setting Up Workgroups 267 Establishing Basic Workgroup Attributes 267 Se...

Page 10: ...Creating a Meeting 289 E mailing a Meeting Invitation 292 Modifying the E mail Template 293 Starting and Stopping a Meeting 293 Continuing a Meeting Beyond Its Duration Time 293 Joining a Meeting 294...

Page 11: ...figuring Global Least Cost Routing 334 When Information May Be Out of Sync 335 CHAPTER 26 Redundancy Configuration 337 Cases When Switchover Occurs 338 How Calls Are Affected When Switchover Occurs 33...

Page 12: ...oxy Server 379 Setting Up the Client 380 Install the AltiGen TAPI Service Provider on the Client 380 Set Up Phone and Modem Options 380 Set Up Phone Dialer 382 Testing TAPI Service Provider on the Cli...

Page 13: ...formation for T1 419 Service Parameters Request Information for PRI 421 Service Parameters Request Information for E1 422 APPENDIX C Network Ports 423 Remote IP Phones Behind NAT 424 APPENDIX D Techni...

Page 14: ...xii MAXCS ACC 6 0 Administration Manual...

Page 15: ...of an MAXCS ACC system Another manual the AltiServ User Guide covers the MAXCS ACC end user features and functions such as call handling and voice mail Related Publications Related publications includ...

Page 16: ...2 MAXCS ACC 6 0 Administration Manual...

Page 17: ...heir investment Technology Enhancements in Release 6 0 The following sections list the enhancements made to MAXCS Release 6 0 and Release 6 0 Update 1 Microsoft Exchange 2007 Support Supports three Ex...

Page 18: ...which they reside greatly improving the call return feature in non U S countries Applies to call return from Caller ID Zoomerang and making a call from Microsoft Outlook The configuration is located...

Page 19: ...nhancements MaxCommunicator Microsoft NET based graphical user interface Microsoft Office Communications Server OCS integration E 164 support for call history and return calls E 164 number support whe...

Page 20: ...can park calls at one station to be picked up at another station Up to 50 calls may be parked at one station simultaneously Calls parked to a group are protected Only group agents or the person who p...

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

Page 22: ...ustom language phrases Up to 9 different sets of language phrase can be configured A language preference tag can be assigned to the extension user or selected by the incoming caller The system plays t...

Page 23: ...ice Mail System allows user to transfer outside caller into the AltiGen Voice Mail System by pressing FLASH 40 while connected to the caller Transfer Caller to AA allows a user to transfer a call to a...

Page 24: ...th a maximum of 64 groups workgroup hunt groups paging groups Multiple Workgroup Log In and Log Out lets group members quickly log in and out of multiple groups 54 and 56 Picking Transferring Calls fr...

Page 25: ...g calls to an alternate destination when the queue reaches one of the following conditions Calls in queue exceed defined limit Longest queue time exceeds defined limit Specified percentage of calls in...

Page 26: ...e the name directory to find an extension number Mailbox Access allows employee to log into voice mail box from AA when calling in from outside Multiple AA Support allows up to 255 auto attendants Nam...

Page 27: ...ess 0 while listening to an extension s greeting The 0 can be configured by the administrator to forward the user to operator or other destinations Priority Delivery allows caller to set the priority...

Page 28: ...ll Detail Reporting CDR the system collects and records information on outgoing and incoming phone calls such as length of call time of call number of calls This data is written to an internal databas...

Page 29: ...t IP connections DNIS Name Display and Routing over IP Tie Trunk allows for DNIS information to be transferred to the other system when routed over IP tie trunks DNIS name of matched entry can be disp...

Page 30: ...ith RTP Supported in SIP trunks only This feature helps to resolve DTMF tone detection and regeneration when using G 723 1 or G 729 codec Basically low bit rate compression will distort DTMF tone duri...

Page 31: ...on can be displayed in MaxCommunicator AltiAgent AltiConsole and on the IP phone Limitation For display only user cannot answer calls for the global extension Global Intercom An extension user can dia...

Page 32: ...amming rapidly and efficiently It includes a self installing CD ROM containing AltiGen SDK software Session based licensing is required for both Basic API and APC API interfaces Capacities Capacities...

Page 33: ...Chapter 1 Overview MAXCS ACC 6 0 Administration Manual 19 Total agents seats License Head per system 512...

Page 34: ...Chapter 1 Overview 20 MAXCS ACC 6 0 Administration Manual...

Page 35: ...Requirements This section lists the system requirements for MAX Communication Server ACC 6 0 Supported Operating Systems The following operating systems are supported in MAXCS 6 0 For the MAXCS 6 0 Se...

Page 36: ...AltiGen 6 0 systems Number of Triton boards per system CPU Type Available Memory Hard Disk Controller Power Supply 5V Require ment 12 V Require ment 1 3 1 2 GHz Celeron M 512 MB IDE RAID Single 300W...

Page 37: ...e License Model Station License Per activated extension ACM Agent Seat Per concurrent login Single agent logged into multiple WGs will only take one license ACC Agent Seat Per concurrent login Single...

Page 38: ...key may be a USB key Software license key A 20 digit key located on the front of the End User License Agreement Installing MAX Communication Server To install MAXCS insert the MAXCS CD ROM into the C...

Page 39: ...erver You need a dongle for the Softswitch server Softswitch provides the following functions Devices Control IP Phone HMCP Media Server IP Gateway Call Control Call Signal Processing SIP and H 323 ti...

Page 40: ...E3G server MAX2000iG gateway only MAX server with redundant power supply and RAID hard drive Note Do not install gateway service to MAX1000 or MAX1000R server When installing Gateway service to an OFF...

Page 41: ...nistrator on a machine that is not a MAXCS server it does not contain the switching SMTP POP3 server messaging agent AltiBackup and Exchange integration services that are included in the full MAXCS in...

Page 42: ...key only 8 physical ports will be available for use after the MAXCS installation Make sure your system key is fully inserted into your parallel or USB port prior to installing MAXCS Setup cannot appe...

Page 43: ...ACM system log in to MaxAdmin 1 From the Windows Start menu select All Programs MAX Communication Server ACC MaxAdministrator 6 0 The Select Server dialog box appears 2 Enter the name or IP address o...

Page 44: ...adjust change the Active Title font in Windows XP to Tahoma or other font or change the Window theme to Windows Classic The Main Menu These are the menus and the functions found under each menu Servi...

Page 45: ...lled licenses and your license key list and from which you can add and register additional licenses and a Client License Management window where you can add and remove members from a license type View...

Page 46: ...e board assigned by the system Board type for example TritonIP12PT is a Triton board with 12 IP ports Extension Opens the Extension Configuration window Shortcut for PBX Extension Configuration Workgr...

Page 47: ...D on the faceplate of the board and the gateway ID If it is an all in one system the gateway ID is the system itself and the ID is 0 Figure 3 Boards window Click on any column heading to sort by that...

Page 48: ...ension is idle and red when the extension is not ready or in use The Location number for example 01 0005 identifies the card logical ID and port channel number on the board For example in location 01...

Page 49: ...s also displayed Note The Duration field displays the duration of the trunk only if the call is connected after MaxAdmin is started The field will be empty if the trunk is idle not ready out of servic...

Page 50: ...ow displays the following data Extension the workgroup pilot extension number Name the workgroup name Agents the number of agents assigned to the workgroup Login the number of agents logged into the w...

Page 51: ...ins a summary of codec usage The first G711 only codec section is displaying 30 port G711 VoIP board codec use Middle part of the window Displays the following data Gateway ID the ID of the VoIP chann...

Page 52: ...0 00 to 00 09 Number of members currently participating in a conference using each bridge Note Each system can have only one 30 party MeetMe conference board Setting the Refresh Interval The Current R...

Page 53: ...If you need to shut down the phone system do one of the following From MaxAdmin select Services Shut Down All Services From Windows select Start All Programs MAX Communication Server ACC Utilities St...

Page 54: ...page 388 Gateway Configuration Lets you view some gateway settings and board information and change the ID and password of a gateway Available under Utilities MAXCS ACC Backup and Restore Backs up yo...

Page 55: ...ystem functions Holiday how calls are routed on designated holidays System Speed speed dial numbers that can be used by all extension users Call Restriction prefixes to block toll call prefixes and ca...

Page 56: ...s are writing call records to the same external database If you intend to create a multi site VoIP domain this number will also be the Server ID which is used and displayed in Enterprise Manager In a...

Page 57: ...ce calls will end when all internal lines have disconnected from the conference bridge Not selected the conference connection can continue between outside parties even after all internal parties have...

Page 58: ...ollowing applications Trunk in call routing DNIS in call routing Auto Attendant Call Supervision Check the check box to allow a supervisor to monitor barge in on coach and record an agent s non workgr...

Page 59: ...figured the extension number length cannot be changed without totally reconfiguring the system or deleting all the extensions already configured Further if a first digit dialed is assigned to extensio...

Page 60: ...on be greater than or equal to this DID Number Length Dialed Digit Translator This feature is capable of intercepting and manipulating a dialed digit string before it is sent out for outbound call pro...

Page 61: ...he digit preprocessor will replace the first digit 1 9 or that user dials with the digits indicated in the corresponding field In the above example if a user dials the system replaces this with 911 No...

Page 62: ...ocation than the IP extension the emergency call can be routed to the emergency center where the IP extension is located Figure 4 Extension Call Routing To set up an Extension Dialed Digit Translator...

Page 63: ...PSTN trunk line to dial an outside number 9 is the default trunk access code If you have a more complicated dialing number and routing plan change 9 to the Route Access code and configure the Outcall...

Page 64: ...Business Hours settings select System System Configuration then click the Business Hours tab Figure 5 System Configuration Business Hours tab Multiple Business Hours profiles can be configured in a s...

Page 65: ...ut go to the dialed extensions directly To configure Holiday routings select System System Configuration and then click the Holiday tab Parameter Description Day Select the days of the week on which t...

Page 66: ...n also be assigned to DNIS Routing and Trunk In Call Routing entries To create a Holiday Profile 1 Click the Add button beside Profile to open the Add Holiday Profile dialog box Enter a name for the p...

Page 67: ...day click the Apply To button and in the Apply To dialog box select all the holidays to which you want the hours to apply You can select multiple holidays by using Ctrl click or Shift click Click OK 5...

Page 68: ...d in for you or you can select the ID number using the drop down arrow 3 Type in a name for the Speed Dial entry then enter the full number as you would dial it with a maximum of 20 digits per entry F...

Page 69: ...tab and click Delete Note System speed dial is read only from MaxCommunicator and AltiAgent Defining System Call Restrictions The Call Restriction tab contains settings for the following functions Blo...

Page 70: ...nter a 1 and the dialing prefix to block for example 900 976 You can enter up to 20 digits maximum for each prefix For example to block calls from all extensions to 976 numbers type 1976 3 Click Apply...

Page 71: ...ke an outbound call over a T1 or VoIP tie trunk Figure 10 Hop Off for Tie Trunks Restricting Tie Trunk Calls You can set call restrictions on hop off calls by telling the system to use the same restri...

Page 72: ...Code in the dialog box that appears The Account Code may contain 1 10 digits To delete an account and its code select it and click Delete You can select multiple items for deletion by using Ctrl click...

Page 73: ...onfiguration Internal Log Service The Internal Log Service shown in the Log Service display table is created by default You can enable or disable the service but you cannot remove this database or add...

Page 74: ...and emergency numbers The Country field displays the country selected on the System Configuration General tab Figure 13 System Configuration Country Relevant tab Setting Toll Call Prefixes MAXCS uses...

Page 75: ...ncy numbers in the appropriate fields Note This feature works with both trunk access code and route access code Dialing Plan Rules for Non North American Country If your MAXCS system is in a country o...

Page 76: ...r callers in queue Overhead paging To access the Audio Peripheral configuration window select System System Configuration then click the Audio Peripheral tab Figure 15 System Configuration Audio Perip...

Page 77: ...ack up the default file 2 On the Audio Peripheral tab uncheck the Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement check box 3 Rename the desired wav file to MusicOnWaiti...

Page 78: ...stem Configuration Audio Peripheral tab select Enable Overhead Paging Use the drop down list to select the board to which the overhead paging is attached Activity The Activity configuration tab is use...

Page 79: ...plays the system greeting 2 Personal plays the personal greeting 3 Meeting 4 Away From Desk 5 Business Travel 6 Personal Time Off The remaining three activity codes 7 8 9 are not assigned and can be c...

Page 80: ...tab allows the system administrator to create an extension feature profile that includes enabling or disabling of the following extension features AltiGen Voice Mail pwd Login to VM 14 Personal Optio...

Page 81: ...ble when the phone is in the onhook position even if it is disabled in the extension s feature profile To add a Feature Profile By default a System feature profile is assigned as 0 To add a new Featur...

Page 82: ...onfiguration and that feature profile is subsequently deleted and a new feature profile is created that uses the same number for example 2 Marketing Group the extension will automatically be assigned...

Page 83: ...ssis all in one installation gateway management configuration is not required With Multi Gateway Softswitch architecture MAXCS can control telephony boards that reside in different chassis gateways an...

Page 84: ...delay and latency may cause synchronization signal failure between MAXCS and the gateway Note An AltiGen Gateway license is required to set up a gateway Managing Gateways Whether you are using multip...

Page 85: ...agement Figure 4 Media Server Gateway Management window Setting Parameters To read or set parameters for a specific gateway first select the gateway in the All Gateways list After making changes to a...

Page 86: ...ing Home IP Exts The number of IP extensions that have been assigned to the selected gateway in the Extension Configuration window Read only field This information will help you configure sufficient r...

Page 87: ...sword for this gateway The password is used for access to the Media Server Gateway Configuration Tool for the gateway Set CT Bus Clock This parameter determines which telephony board will provide the...

Page 88: ...to detach a gateway when call activity in the system is low If resources are being used in one of the gateways ongoing calls may be dropped To detach a gateway from the MAXCS system 1 Select the gate...

Page 89: ...l log in dialog box Enter the IP address and password of the gateway you want to check on and click OK The AltiGateway Configuration Tool looks like this Figure 6 AltiGateway Configuration Tool The wi...

Page 90: ...Administration Manual Status The status of the gateway active disconnected initializing resetting failed Current Softswitch IP Address The IP address of the machine running MAXCS Product Version The...

Page 91: ...n attachment Enable or disable Microsoft Exchange 2003 2007 synchronization service or select Exchange 2007 s bridged access or native VM integration with Exchange s Automated Attendant or Unified Mes...

Page 92: ...tion You can set the retry setting for the notification as follows Parameter Description Maximum Retry Count Can be between 0 and 16 This is the number of times the system will try to deliver a voice...

Page 93: ...n of Saved Messages If checked the system warns the user that saved messages will be deleted due to their retention time expiring The message is given the day before the messages are automatically del...

Page 94: ...d from one server they are automatically deleted from the other server as well This is what previous AltiGen releases have offered If you choose this option type in the Exchange 2003 2007 Client Acces...

Page 95: ...xchange 2007 VM box When VM files are heard marked saved or deleted from Exchange Outlook the VM attribute will be changed in AltiGen VM storage When VM files are heard marked saved or deleted from Ma...

Page 96: ...phone sets or the MaxCommunicator or AltiAgent user applications To configure distribution lists select System Voice Mail Configuration then click the Voice Mail Distribution List tab Figure 2 Voice...

Page 97: ...extensions are displayed in the Non Member box 2 To give the list a name or change the existing name type a descriptive name into the Name box 3 To add a member select the name s in the Non Member li...

Page 98: ...Chapter 6 Voice Mail Configuration 84 MAXCS ACC 6 0 Administration Manual...

Page 99: ...o hear a list of employees and their extension numbers Records a voice mail message to a specific mail box Allows employees to call into the system and access voice from an external location Collects...

Page 100: ...tension Workgroup 360 3 Version 5 Support Call Extension Workgroup 370 4 Version 6 Support Call Extension Workgroup 380 5 6 7 8 9 0 Operator To Operator Repeat Menu Repeat Level Main Menu GoTo Top Lev...

Page 101: ...ype in a descriptive Name for the AA then click OK Clear clears all edits to the selected AA restoring system defaults Copy From lets you make a copy of an AA and then modify it as you like 1 Select y...

Page 102: ...ide the basic AA configuration Each item is an action point with its ID number and name The top of the tree is a O for Origin A timeout is indicated by a T Any action item can have a Prompt The drop d...

Page 103: ...ension that matches the name Callers may not have to enter the entire first or last name before a match is found Call Collect Extension The top level of each AA collects the extension number automatic...

Page 104: ...lude the toll call prefix and area code for long distance and international calls The trunk or route access code is not required when entering a call back number Adv Collect Digits See the discussion...

Page 105: ...ch the above example is displayed as Account 67663 on the IVRData column To display collected digits on the IP phone you need to set the tag as DISP stands for Display and is case sensitive The Phone...

Page 106: ...tion on how to use pre recorded phrases record custom phrases and use professionally recorded phrases Using Pre Recorded Prompts MAXCS provides ready to use pre recorded phrases Phrase 0001 is the def...

Page 107: ...ed and used on the MAXCS system See the AltiGen web site at www altigen com for more information Click Customer at the top of the page and then click Resources for Creating Professional Voice Prompts...

Page 108: ...using Worldly Voices this conversion is done for you If you are using a studio other than Worldly Voices use the Voice File Conversion utility This utility converts an audio file recorded at either 8K...

Page 109: ...onfigure MAXCS to direct a caller to a language based on the phone number the caller has dialed For example if you give out different 800 numbers to different countries and a call comes in from the 80...

Page 110: ...will perform localization procedures to create language packages including syntax rules for numbers and sentence structure for their local market For international customers please contact the authori...

Page 111: ...on screen and the description of the default language is displayed as Default Language Each language added to the table will have a formal name a description a system phrase directory LangDir_X and a...

Page 112: ...support in the auto attendant 1 Select System Multilingual Configuration AA tab 2 From the list at the left select the AA you want to configure with multilingual support 3 Check the Enable Multilingua...

Page 113: ...ave a default language configured and that language is always used for them whenever they hear a prompt on their extension The default language is assigned in Extension Configuration General tab Figur...

Page 114: ...rrect numbers in the next step For example the prompt the extension user might hear after pressing 12 might be To change the preferred language for this extension press 1 for English press 2 for Spani...

Page 115: ...tion panel of the General tab assign a Feature Profile that includes 12 Using DNIS to Set the Language If your company has multiple phone numbers you can configure MAXCS to direct a caller to prompts...

Page 116: ...selected language If a language selection is invalid or times out 7 seconds three times in a row the default language is selected 3 If an extension is set for ONA one number access the caller will hea...

Page 117: ...installation If an agent is using an IP phone and recording is turned on the system will use a recording channel on a VoIP board to process the recording session The IP phone will occupy a codec chann...

Page 118: ...ng Configuration The Recording Configuration window opens Figure 1 Recording Configuration window Note Call recording options for specific extensions workgroups can be set up on the General tab of Ext...

Page 119: ...the FTP Test button to verify that login to the FTP server is successful 6 When you are finished configuring click OK Note To allow supervisors to record an agent s non workgroup call check the appro...

Page 120: ...C 6 0 Administration Manual Figure 3 Sign up for online storage or connect to a network server link This invokes the Add Network Place Wizard Figure 4 Add Network Place Wizard 3 Click Next You ll see...

Page 121: ...etwork Address 5 Type the address of the Web site FTP site or network location in the field for example ServerName sharefolder or use the Browse button to locate the destination path Click View some e...

Page 122: ...tration Manual Figure 8 Confirmation screen 7 Click Finish The network place you created should appear on the desktop Figure 9 Network Place Created 8 In the Recording Configuration window use the Bro...

Page 123: ...Chapter 9 Call Recording Configuration MAXCS ACC 6 0 Administration Manual 109 Figure 10 Recording Configuration Window...

Page 124: ...Chapter 9 Call Recording Configuration 110 MAXCS ACC 6 0 Administration Manual...

Page 125: ...nd call routing logic for a special business application To connect an SDK based add on application you need An APC license concurrent session A separate application extension to log in to for each ap...

Page 126: ...click OK Figure 2 Add Application Extension dialog box 2 The application extension appears in the AppExt List 3 Type a password in the Password field 4 Type a description of the application in the De...

Page 127: ...he system will announce to the caller that the extension is not available and the call will be dropped Application Information Additional information can be described in the App Information fields If...

Page 128: ...Chapter 10 Application Extension Configuration 114 MAXCS ACC 6 0 Administration Manual...

Page 129: ...ation Board page 117 Triton Analog Trunk LS GS and LS Boards page 118 Triton VoIP Board page 119 Triton T1 E1 Boards page 119 Virtual Boards SIP and H323 page 133 Virtual Board HMCP page 134 MAX1000 B...

Page 130: ...o open a line configuration dialog box or a trunk configuration dialog box as appropriate To reset the channel select the channel to reset and click the Reset Channel button then click OK Channel Grou...

Page 131: ...ing and there is no resource board in the system the supervisor will hear an error tone If the supervisor is using an IP phone then Connect Voice Stream to Server should be checked in the Extension Co...

Page 132: ...models have the same features regarding LS The LS GS board is required when ground start trunks may be required Double click the board in the Boards window to open the Board Configuration window simil...

Page 133: ...ions below Figure 2 Note the following additional information Clicking the Board Configuration button opens a window that displays the board serial number DSP clock and physical and logical IDs The dr...

Page 134: ...log box Double click a channel group to open a configuration window discussed in the following section Clicking the Board Configuration button opens a configuration dialog box that displays the board...

Page 135: ...1 T1 and E1 Configuration Double clicking a channel group for a Triton T1 board in the Channel Group Info pane opens a T1 or E1 Configuration dialog box as in Figure 7 and Figure 8 Figure 7 Triton T1...

Page 136: ...k 2 Reset board If this does not work replace board L1 failure No Signal LOS Layer 1 failure physical layer LOS Loss of Analog Signal Check T1 PRI cable and change if necessary If cable is okay CO is...

Page 137: ...tive or not PRI only L2 Failure Not established Layer 2 failure data link layer the peer to peer link has not established in data link layer CO must activate HDLC link Error Meaning Frame Errors Numbe...

Page 138: ...Inversion is the line coding format in T1 transmission systems whereby successive ones marks are alternately inverted and sent with opposite polarity of the preceding mark B8ZS Binary 8 Zero Substitut...

Page 139: ...ust be designated at the CT Bus master Setting up Channels on the Triton T1 E1 Board This section discusses setting up T1 CAS T1 PRI E1 CAS or E1 PRI channels on the Triton T1 E1 board Click the Proto...

Page 140: ...all channels on the span to T1 CAS Regular ISDN PRI select this option to indicate 23B D ISDN PRI span and to designate the last channel as the D channel Enable Tie Trunk check this box to enable a ti...

Page 141: ...span and to designate the 16th channel as the D channel Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not...

Page 142: ...I 2 PRI Network If you select a Span Type of Regular ISDN PRI in the E1 PRI Configuration Window use the following guidelines to set the ISDN PRI Switch mode E1 PRI Figure 14 E1 PRI Switch Mode The to...

Page 143: ...the six classes of numbers call type that can be sent to a CO 101CCCC Numbers CIC Carrier Identification Codes dialing 011 International Numbers for placing calls outside the U S 1 10 digit Numbers fo...

Page 144: ...Facilities is used with PRI to instruct the CO to route a call to a specific carrier or long distance service Use the drop down list to identify the type of carrier service you want to use for your IS...

Page 145: ...hop off to PRI trunk so the callee can receive a more accurate caller ID When a PRI span is subscribed a block of DID numbers will be provided by the Carrier The Carrier should be able to accept Call...

Page 146: ...U ACE used as an example to the T1 PRI or T1 E1PRI board using an RJ 48C or RJ 48X cable 2 Connect the CSU to the network termination box using an RJ 48C or RJ 48X cable Note CSUs also are used for li...

Page 147: ...323 Tie Trunks Each channel will have its channel ID similar to channels on a Triton extension or trunk board When an IP phone registers to the system a channel ID will be assigned to the IP extension...

Page 148: ...then clicking the Board Configuration button opens this dialog box Figure 18 H323 Configuration You can change the following parameters FastStart Enabled The FastStart Enabled option reduces the numb...

Page 149: ...ew an HMCP media server can be installed in the same Softswitch system sharing the same CPU or can be in a stand alone server with a dedicated CPU Notes Do not install HMCP service in a system with Al...

Page 150: ...ssigned to this board fields and clicking Apply HMCP Resources Shows the total number of licensed total currently assigned and the number assigned to this HMCP board for the following resource types 1...

Page 151: ...S DiffServ byte hex value A0 10100000 signals the network switch and router that RTP packets are Critical To set the value for Diffserv Code Expedited Forwarding DSCP EF you can enter hex value B8 101...

Page 152: ...default You do not need to change this number since both Softswitch and HMCP Media server are in the ID 00 Scenario 2 Single Standalone HMCP Media Server For 200 to 1 000 users without an extensive a...

Page 153: ...servers to provide up to 2 000 G 711 VPR 400 compressed codec and 240 members of Station or MeetMe conferencing To achieve load balancing you need to divide and assign IP extensions to different Home...

Page 154: ...is off line When the Home Media server for an IP extension is not available the media manager in the system will search available resources from other Media servers when that extension requests media...

Page 155: ...ration window The Channel Group Info panel shows the channel groups groups of channels that belong to the same type For example if one 4x4xT1 access board and one 4x8 access board are installed in the...

Page 156: ...rd serial number top access card serial number bottom access card serial number DSP clock board ID physical ID and logical ID You can choose to configure the board as either T1 or E1 then click OK Add...

Page 157: ...iton T1 PRI trunk page 153 Triton analog trunk page 156 This chapter also discusses incoming call routing page 165 and outgoing call blocking page 165 both configurable on tabs in the Trunk Configurat...

Page 158: ...ration window do one of the following Click the Trunk Configuration button in the toolbar Select PBX Trunk Configuration Double click a trunk in the Trunk View window Figure 2 Trunk View window Select...

Page 159: ...ystem This ID may change when a telephony board is added into or removed from the system When you select a trunk in this list the options and parameters for the trunk appear in the settings in the rig...

Page 160: ...n an area with a complicated dialing pattern or you need to set up VoIP hop off dialing RAC uses the Out Call Routing table which has the flexibility to group trunks into a route assign routes to a sp...

Page 161: ...onnected Note Do not select the E911 option for a T1 CAS or PRI trunk T1 CAS cannot transmit the ID PRI trunk will transmit calling party s ID automatically When the E911 option is checked this trunk...

Page 162: ...at it is a Centrex transfer If a call is connected to an extension the extension user needs to dial FLASH plus trunk access code and the outside number If a virtual extension forwarding or speed diali...

Page 163: ...If you select Enable choose the license you want to assign Concurrent Session or Dedicated Seat and make sure that in System Recording Configuration one of the trunk based recording options is select...

Page 164: ...m after the maximum trunk channel number is changed Note This is signal only trunks Make sure you have enough IP resource boards to cover your needs SIP Tie Trunk Properties To open a configuration di...

Page 165: ...ce providers You need to verify that your SIP Dial Tone service provider supports the following G 711 G 723 1 G 729 codec RFC 2833 for DTMF tone delivery SIP MD5 authentication with SIP registration I...

Page 166: ...registration packets to the service provider This can detect if the service provider is up or not Some service providers do not accept SIP Register messages In these cases you can disable sending SIP...

Page 167: ...ation dialog box Following are the parameters for the Triton T1 Configuration dialog box Parameter Description T1 robbed bit signaling Protocol You can set Protocol to one of the following E M Wink St...

Page 168: ...seconds between digits Maximum wait time before time out between two digits Default value is None Do not change this value unless advised Selecting None means the system will only wait for the sequenc...

Page 169: ...e collected The system waits 3 seconds for the first digit to arrive If the symbol is a it continues with the first sequence Otherwise it looks for a match to the first and only symbol in the second s...

Page 170: ...rom the trunk channels list then click the Trunk Properties button or just double click the channel in the list If you re in the Trunk View window right click the channel and select Channel Properties...

Page 171: ...able the feature If later you connect a new analog line to an empty port or replace an existing line you need to click this button to best match the impedance Match Result button Shows the result obta...

Page 172: ...nergy loss The valid range is 0 to 6 dB Recommended value is 3 dB Caution Setting the Gain too high may cause distortion in voice quality and DTMF tone Your CO may not be able to recognize the dialing...

Page 173: ...tch is in process you ll see a progress box When the process is complete the Match Impedance dialog box is displayed with information relevant to this trunk Figure 9 Match Impedance dialog box The Imp...

Page 174: ...o rule out a hardware problem 2 Check to see if any wire taps to the trunk wire bridge tap If so remove them then test again 3 Request the CO to check the trunk conditions including Line Loss and long...

Page 175: ...figuration and click the Advance button 2 Increase the Transmitting gain to IP Extension to 9 for the Triton Analog Trunk Do NOT change the gain in the trunk property of the Triton Analog Trunk Board...

Page 176: ...etting the AA to play a prompt phrase 3 Set the Timeout to Repeat Current Level Figure 12 Setting Timeout to Repeat Current Level 4 Select a trunk as a testing reference an analog trunk with a specifi...

Page 177: ...ion and click the Advance button b Set the Transmitting gain to IP Extension to 3 for the Triton Analog Trunk Do NOT change the gain in the trunk property of the Triton Analog Trunk Board since it may...

Page 178: ...Chapter 12 Trunk Configuration 164 MAXCS ACC 6 0 Administration Manual If the reading is worse than 18 dB you should contact your CO to adjust the line loss to the acceptable range...

Page 179: ...defined in the System Configuration window Business Hours tab Setting Business Hours on page 50 During Business Hours Outside Business Hours Non Workdays Within each of these three time slots you have...

Page 180: ...ll restrictions set in System Configuration Outcall Routing and Extension Configuration still apply to calls made on the trunk If you select Outside Calls Allowed According to The Following Schedules...

Page 181: ...ay route the call according to the Holiday Profile s routing rules today is not a holiday route the call according to business hour routing rules defined in the Caller ID Routing configuration If ther...

Page 182: ...Call Routing window Caller ID Routing tab Adding and Deleting Caller ID Route Entries To add entries to the Caller ID routing table click the Add button In the dialog box that appears type in a Calle...

Page 183: ...ming calls based on Holiday Profiles configured in System Configuration see Routing Calls on Holidays on page 51 Business Hours Profile routes incoming calls based on Business Hours Profiles configure...

Page 184: ...ptable entry but 252 9876 is not The DNIS Name is descriptive and optional it can be used to remind you about the nature of the number and routing For example you might give the 2529876 number the nam...

Page 185: ...Holiday Profiles configured in the System Configuration window see Routing Calls on Holidays on page 51 Business Hours Profile routes incoming calls based on Business Hours Profiles configured in the...

Page 186: ...Chapter 13 In Call Routing Configuration 172 MAXCS ACC 6 0 Administration Manual...

Page 187: ...tem Assist system Zoomerang and client application dialing for example MaxCommunicator and AltiAgent For example dialing from MaxCommunicator will carry 11 digits and require the system to remove a di...

Page 188: ...requires adding or removing digits you may need to edit the Digit Manipulation on the Route Definition tab to solve the problem Repeat steps 4 and 5 until all complicated dialing patterns are entered...

Page 189: ...nipulation You can insert or delete digits from the dialed number See configuration samples to learn how to use digit manipulation in different situations Insert to Head Insert a string of digits in f...

Page 190: ...unks to the Member Trunks list 4 Use the Up and Down buttons to change the position of a trunk in the Member Trunks list This is the order in which trunks are accessed 5 Click Apply To delete a route...

Page 191: ...stance carrier When a user makes a local call the administrator wants the system to use local T1 trunks first If local T1 trunks are busy then the system uses local analog trunks When a user makes an...

Page 192: ...tern tab on the Out Call Routing Configuration window Figure 3 Out Call Routing Configuration Dialing Pattern tab 2 Click the Add button The following dialog box appears 3 Type in the prefix and patte...

Page 193: ...routes Each route may have a different digit manipulation rule If you are using dialing pattern to restrict outgoing calls you need to be aware of the following system implementations The system firs...

Page 194: ...ny ABC located in Dallas area code 214 has one PRI circuit from the local carrier Both 214 and 972 area codes are local 10 digit dialing area codes The carrier will reject the call if the system dials...

Page 195: ...d two dialing patterns 1214 and 1972 each with a pattern length of 11 4 Define a route called 10 digit Dialing and add all T1 channels to the route In the Digit Manipulation section check the first bo...

Page 196: ...using en bloc buffering digits and sending all digits at once The system dialing logic may cause a 7 second inter digit dialing delay for en bloc trunks To reduce the dialing delay the following conf...

Page 197: ...llowing prefixes prefix 0 length 11 prefix 00 length 14 prefixes 1 9 each length 7 In the Route Priority field use the drop down list to select the En Bloc route definition assigned in step 2 The Dial...

Page 198: ...Chapter 14 Out Call Routing Configuration 184 MAXCS ACC 6 0 Administration Manual...

Page 199: ...guration window do one of the following Click the Extension Configuration button on the toolbar Select PBX Extension Configuration Note To set up an application extension see Application Extension Con...

Page 200: ...n often be applied to one or more other extensions by using the Apply To button Clicking the Apply To button pops up a list of all extensions to which the change can apply Select the extensions to whi...

Page 201: ...eating a new extension as a virtual extension is recommended You can activate the extension from an analog or IP phone by using 27 password to log in The system will determine the Gateway ID Board ID...

Page 202: ...transmit the Caller ID based on the following rules If the Transmitted CID is configured the number will be sent If the Transmitted CID is not configured the DID number will be sent if it is a valid...

Page 203: ...extension s Type field next to the extension type Account Code These settings determine how callers use any account codes you have established when making outgoing trunk calls For information on creat...

Page 204: ...nd which are saved to a centralized location defined in System Recording Configuration see To Enable and Configure Centralized Recording on page 104 this option requires either a shared Concurrent Rec...

Page 205: ...nnel this extension is wired to you can use the Prev and Next buttons to select the correct board and channel number for this physical extension Changing the Location To change the location of a physi...

Page 206: ...sending a single data type such as phone numbers MDMF Multiple Data Message Format for supporting and sending multiple data types such as name and number information Default for US Canada installation...

Page 207: ...ment attached to this line 28 default or 20 Line Disconnect Signal The loop current break desired for answering supervision Range 600 1000 ms 1000 ms is default Caller ID Transmission Methods Specifie...

Page 208: ...Group tab you can see the groups to which an extension is assigned and you can change those assignments Hunt groups are created in the Huntgroup Configuration window see Establishing Hunt Group Member...

Page 209: ...to an extension in the Extension Configuration window To assign a group to the selected physical or virtual extension 1 On the Group tab click the group number in the Not Member list 2 Click the Add b...

Page 210: ...above activities during the wrap up period after finishing a workgroup call The following rules govern which delay timer will take effect If Wrap up time is still active the Inter call delay will be...

Page 211: ...d from their outgoing workgroup the outgoing workgroup is automatically set to N A Setting up Station Speed Dialing For each extension you can set up to 20 station speed dial numbers The numbers avail...

Page 212: ...the phone number 914085551212 comprises 9 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...

Page 213: ...nouncement callers are instructed to press the key This mailbox does not take messages from the caller Disabling a Mailbox When you disable a mailbox a special greeting is played to announce that this...

Page 214: ...hecompany com If you enable mail forwarding you also specify what you want done with the original messages after they have been forwarded In the drop down list you can choose to Delete Messages after...

Page 215: ...ssage Notification Options The Notification tab of Extension Configuration provides for setting notification options on new incoming e mail as well as voice messages To work with notification settings...

Page 216: ...r is notified None No notification Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received Urgent Voice Messages Onl...

Page 217: ...from Extension xxx More than yy calls have been made from the extension s voice mail Please verify with the extension user Or Unusual call activity has been detected from Extension xxx The extension...

Page 218: ...ode using the drop down list next to the Phone radio button The Any option means to locate any available trunk Then type in the number with all relevant dialing prefixes other than the trunk code usin...

Page 219: ...be able to receive an answer supervision signal from the pager system If the system sends digits before the call is connected some digits will be cut off The following two options can be configured ba...

Page 220: ...g Apply to No Restrictions on Outcalls Internal Calls Only extension to extension Internal Local and Unrestricted Area Codes Allow extension to call internal local and area codes defined in the Unrest...

Page 221: ...Make or Forward International Calls from within VM system This setting regulates making international calls from voice mail and forwarding to an international number You need to check the second and t...

Page 222: ...xtension 101 extension 101 is set to forward all calls to extension 102 extension 102 receives the call but CANNOT forward this call to another extension A 10 Hop Limit to Call Forwarding for Direct C...

Page 223: ...E1 trunks is not supported You can enter up to 40 digits and can use 0 9 and One represents one second of delay You can use this configuration to send out additional DTMF digits to an extension hunt...

Page 224: ...Park group to route the call See Line Park Configuration on page 259 Setting Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been checked E...

Page 225: ...with qualifications It is available to physical extensions only when the Forward to Voice Mail option is selected It is not available when Forward to AA Forward to Extension or Forward to Line Park is...

Page 226: ...you select this last option Enabled based on schedule you can then select and set up to four different time periods using the From and To time drop down lists After choosing any of the enabling optio...

Page 227: ...sonal greeting then enter the password to use ONA Specifying Forwarding Numbers The Forwarding Numbers are used by the system to find the user when ONA is active You can set up to four different numbe...

Page 228: ...ompliance with all applicable laws Restrictions and Defaults Monitoring is effective for physical and virtual extensions physical and virtual extensions have monitoring rights and can be monitored If...

Page 229: ...xCommunicator Change Monitor window 2 Click Add to move the extensions to the Monitor List To remove members 1 Select the extensions in the Monitor List 2 Click Remove Check the Trunk Monitor Enable c...

Page 230: ...Chapter 15 Extension Configuration 216 MAXCS ACC 6 0 Administration Manual...

Page 231: ...ocol With SIP implementation the system establishes a signaling channel to an IP phone when the IP phone is in use Figure 1 Concept of signaling and media channels The media channel voice stream is co...

Page 232: ...call control including call setup tear down registration and phone feature access The signaling channel implementation consists of the following elements SIP Virtual Board Establishes a logical board...

Page 233: ...one system to system to carry the digitized voice stream The codec resource on the VoIP board will be allocated dynamically based on connection types If both end devices are IP phones the media channe...

Page 234: ...mentation consists of the following elements Configure Codec Profile Creating a profile for each codec type jitter buffer packet length DTMF tone delivery and ring back tone treatment SIP Early Media...

Page 235: ...to enter the IP address for each IP extension This setting is recommended only when connecting to third party SIP devices such as a Multi Tech MVP VoIP gateway with FXS ports support Refer to MultiTec...

Page 236: ...its network connection it will automatically fall back to a Mobile Extension The mobile extension channel must be specified from the drop down list This feature is only available for an IP Extension w...

Page 237: ...Default Prefer G 723 1 support G 729 setting for your IP extensions For remote IP phone deployment If you do not enter the remote IP phone s IP address into the IP Codec table the system will use the...

Page 238: ...Chapter 16 Setting Up IP Extensions 224 MAXCS ACC 6 0 Administration Manual...

Page 239: ...needs to register Protect the IP phone configuration with a password Prevent the user from changing the configuration from the IP phone Configure the Trunk Access Route Access code Configure the time...

Page 240: ...er Description General Lets you specify the IP address of the AltiServ system the IP phone is connected to The version of firmware associated with the IP phone is automatically displayed in the Versio...

Page 241: ...firmware image check the Reset IP Phone and Boot Download check boxes If you only check the Boot Download box the firmware will be downloaded when the IP phone reboots power cycles next time Note Mak...

Page 242: ...ters on the General tab go to the tab that corresponds to the phone type and configure the programmable keys plus the Display Workgroup Status field on the Alti IP 600 and IP 705 Programmable key sett...

Page 243: ...ned when selected this programmable key can be configured by the administrator only Enter a valid number 0 9 or F Flash in the field below One use for this can be to tag a call with an account code by...

Page 244: ...and Boot Download options cannot be applied to multiple extensions Debug and Display Workgroup Status IP 705 and IP 600 Copy From Button The Copy From button allows you to copy Programmable Key setti...

Page 245: ...d the property of the trunk interface is changed to simulate an extension A mobile extension user will gain most of the system routing call control voice mail CTI and call center features through the...

Page 246: ...rts T1 PRI and analog trunks can be shared for regular incoming and outgoing calls and mobile trunk connections Figure 1 Mobile Extension Diagram An analog trunk can be dedicated to one mobile extensi...

Page 247: ...unk Member List from the Not Member List by selecting the channels and clicking the Left Arrow button If PRI span is used only the whole span can be added or removed not individual PRI channels T1 and...

Page 248: ...xt virtual board appears in the Boards window Figure 3 Boards window with virtual MobileExt board displayed 4 Note the logical ID of the MobileExt board In Figure 3 it is 15 To set up a mobile extensi...

Page 249: ...Prev button in the Location panel select the MobileExt Logical Board ID and Logical Channel ID for this extension then click Apply The new location is displayed in the Extension View window 4 With the...

Page 250: ...t either Shared or Dedicated Shared When selected this mobile extension will share mobile trunk ports with other mobile extension users The system will dynamically allocate a mobile trunk port when th...

Page 251: ...re is a network error or a mobile extension trunk is not available RNA handling is applied to the caller Therefore it is suggested that you don t check the Set RNA Agent Logout option for the group th...

Page 252: ...I panel Choose from Send inbound caller ID or extension number Send inbound caller ID only Replace with following number and enter a number DNIS Access Numbers If a PRI trunk is used for a mobile exte...

Page 253: ...ransfer After adjusting the number of mobile extension ports in a mobile extension board MAXCS must be restarted for the changes to take effect Cannot deliver caller name to the Mobile Extension Does...

Page 254: ...Chapter 18 Mobile Extension Configuration 240 MAXCS ACC 6 0 Administration Manual...

Page 255: ...members An extension can belong to multiple hunt groups Although a hunt group has call queuing capability it lacks the following functions Does not generate real time queue and agent status for the h...

Page 256: ...ty and feature options for hunt group mailboxes Notification preferences and options for voice mail notification Call Handling call forwarding call waiting and call handling preferences and options Qu...

Page 257: ...he Number Plan tab of the System Configuration window A valid password cannot be the same as its hunt group number and must be 4 8 digits numbers or letters A Z in length Basic password patterns such...

Page 258: ...VM system This setting regulates making international calls from voice mail and forwarding to an international number Caution Allowing any of these options may increase the potential for toll fraud Ma...

Page 259: ...lick Remove to move them to the Not Member list Setting Login Status for System Restart Whenever the system is restarted the administrator can use the drop down list at the bottom of the Group Member...

Page 260: ...il Name the hunt group s e mail name without the domain The default e mail name is ext hunt group number that is the letters ext followed by the hunt group number For example the default e mail name f...

Page 261: ...to recorded AltiGen Voice Mail System messages Announce Time Stamp Before Playback Selected the user hears the timestamp time and date of each message before playback Confirm Callback Number Selected...

Page 262: ...his option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received Urgent Voice Messages Only All Voice Messages Please note that the syst...

Page 263: ...nform to standard ringback tones To work around this problem append a few commas to the outcall cellular number when entering it Each comma provides a one second pause Setting Notification Timing When...

Page 264: ...ges Non Business Hours notification only during non business hours Business hours are set in System Configuration Business Hours tab see Setting Business Hours on page 50 From To notification during a...

Page 265: ...t to become available If there is no agent logged in at this moment the system will use Group Logout Handling to handle this call Group Voice Mail The caller will be forwarded to the hunt group voice...

Page 266: ...ailable agent until all available agents are rung If all agents are busy caller will stay in the hunt group queue Extension take the call out of the hunt group and forward it to an extension Group tak...

Page 267: ...nable Single Call Handling for Agent check box the system will not send calls to an agent who puts a call on hold If this option is not checked the system will distribute calls to the agent even if th...

Page 268: ...on page 62 Setting a custom configuration in the Queue Management tab involves selecting other available phrases from the drop down lists Depending on how long the caller is in the queue the caller w...

Page 269: ...sion requires one G 711 codec channel The voice stream is multicast to multiple IP phones on the LAN Any extension analog or IP can initiate a paging call by dialing 46 the Paging Group number When pa...

Page 270: ...or the paging group in the Add New Group dialog box 3 Check the Global Group check box if you want this group to be visible to other gateways 4 Click OK 5 In the Group Information field type in the fo...

Page 271: ...added its default state is Login Paging group members can use 54 to perform group login or 56 to log off If a member is logged off then it will not receive group paging To remove members assigned to...

Page 272: ...Chapter 20 Paging Group Configuration 258 MAXCS ACC 6 0 Administration Manual...

Page 273: ...up of IP phone users Executive assistance call coverage Night hours call coverage Overflow new workgroup calls to a Line Park Group when the queue length or queue time is too long Implementation detai...

Page 274: ...the Add Line Park dialog box and click OK 3 Select line ID numbers from the Non Member List and click the Add button to add them to the Member List 4 Configure the following Line Park options Park by...

Page 275: ...ed by any extension or voice mail If the call is answered and parked the caller will hear a greeting phrase and on hold music Enable Timeout Check this box to specify in seconds when a line park call...

Page 276: ...Chapter 21 Line Park Configuration 262 MAXCS ACC 6 0 Administration Manual...

Page 277: ...up at the same time Per system a maximum of 256 agent seat licenses can be registered Per system including all workgroups a maximum of 1 280 logged in agents are allowed Example 128 agent seats regist...

Page 278: ...Desktop Application AltiAgent Real time workgroup queue and agent statistics display Ability to view and check workgroup voice mail Set Login and Logout Set Ready and Not Ready View and pick up calls...

Page 279: ...r The agent s phone is off hook for too long causing the phone to enter an error state The priority queuing feature in the ACM edition of MAXCS has the following capabilities Tag priority 1 9 to a cal...

Page 280: ...or creating workgroups setting their attributes and assigning group members To open the Workgroup Configuration window select Call Center Workgroup Configuration Figure 1 Workgroup Configuration windo...

Page 281: ...lied Setting Up Workgroups Set up new workgroups in the Workgroup Configuration window To create a workgroup 1 Click the Add button under the Group List The Add New Group dialog box opens 2 Type in a...

Page 282: ...tting regulates workgroup call forwarding voice mail notification and reminder call configuration If this setting is not checked you will see a warning message pop up when trying to set up forwarding...

Page 283: ...output to the AltiAgent and AltiSupervisor applications The Service Level Calculations Options button opens the following dialog box Figure 2 Service Level Calculation dialog box In the Method Option...

Page 284: ...option requires that either a shared Concurrent Recording Session license is available or that a dedicated Recording Seat license is assigned to each workgroup member configured in Extension Configur...

Page 285: ...pplies only to non workgroup calls The recording setting at Workgroup Configuration applies only to workgroup calls To allow an agent to record all calls non workgroup and workgroup both recording set...

Page 286: ...a Group Member An administrator can log in or log out a group member by selecting the member in the Member List and clicking the Login Now or Logout Now button Setting Login Status for System Restart...

Page 287: ...Integration with Exchange 2007 option this check box is checked by default whether the selected mailbox is found in the Exchange or not To disable the selected extension s mailbox check Disable Mailb...

Page 288: ...le workgroups using Apply to Parameter Description Announce Message Sender Before Playback Selected the user hears the name of the message sender internal sender only before listening to recorded Alti...

Page 289: ...ll prefix and phone number Voice Mail Access Option To allow agents of a workgroup to access the group s voice mail in AltiAgent AltiAgent s WG VM tab select the group and check Enable agents to acces...

Page 290: ...to use the Extension option select the Extension radio button then type the extension number into the text box Phone Pager for the Phone and Pager options first specify the trunk or route access code...

Page 291: ...tuations when the system may not be able to receive an answer supervision signal from the pager system If the system sends digits before the call is connected some digits will be cut off The following...

Page 292: ...rding options Group Queue The caller will stay in the workgroup queue waiting for any agent to become available If there is no agent logged in at this moment the system will use Group Logout Handling...

Page 293: ...le agent until all available agents are rung If all agents are busy caller will stay in the workgroup queue Extension take the call out of the workgroup and forward it to an extension Group take the c...

Page 294: ...ls in other workgroups which are not set to Ring All If members are using IP extensions the system will not use the IP codec channel during ringing all IP phones Only one codec will be used when a mem...

Page 295: ...eue position and expected queue time when an incoming call enters a workgroup queue To enable this option check Enable Announcement then check Queue Position and or Expected Queue Time Queue Position...

Page 296: ...ed target Expected queue time longer than when the longest queue time is greater than the specified number of minutes new incoming calls will be overflowed to the defined target 2 Check the Enable For...

Page 297: ...or application Agent Logout Reason Codes In a workgroup environment logout reason codes allow agents to specify why they are signing off from the workgroup and the manager can view that information If...

Page 298: ...Chapter 22 Workgroup Configuration 284 MAXCS ACC 6 0 Administration Manual...

Page 299: ...a built in MeetMe conference 12 port resource in the embedded DSP No additional hardware is required MeetMe Conference Features Multiple meetings can be held at the same time as long as the reserved...

Page 300: ...s Also only the system administrator can change the invitation template You may want to give someone else the privileges to do these things In the MeetMe Conference Admin Number field you can select t...

Page 301: ...t the top of the window you can choose to display outdated meetings by checking the Display Outdated Meetings check box Deselect the check box to hide outdated meetings Select an existing meeting to p...

Page 302: ...utton The Create Meeting and Modify Meeting dialog boxes use Calendar buttons for date selection To select a date click the Calendar button When the calendar is open use the Up Down arrows to select t...

Page 303: ...s meeting Subject Identifies the subject or type of meeting What you enter here should be easily identifiable in the meeting list Reserved Seats Use the Up Down arrows or type in a number up to 30 to...

Page 304: ...s in the middle panel 1 Specify the duration of the meeting using the Up Down arrows 2 If the meeting is to begin as soon as it is scheduled select Now If the meeting is to begin at another time selec...

Page 305: ...which this meeting will occur 5 In the Range of Recurrence panel use the Calendar button to select a date for the first meeting 6 Select End after x occurrences and choose the number of times the meet...

Page 306: ...ar button to select a date for the first meeting 6 Select End after x occurrences and choose the number of times the meeting is to occur or select End by and click the Calendar button to specify a dat...

Page 307: ...o the invitation when MeetMe Conference pastes it into Outlook Starting and Stopping a Meeting The meeting host and the MaxAdmin altiadmin can start and stop a meeting To start a meeting select the me...

Page 308: ...ing the MeetMe Conference extension number Users calling through a trunk must first dial the company number then the MeetMe Conference extension number Users are prompted to dial the meeting number If...

Page 309: ...s are highly recommended when using MAXCS VoIP features ISP Intranet Quality of Service QoS If you subscribe to the public IP network or use your own Intranet make sure the maximum network delay is le...

Page 310: ...with a firewall on your network If a firewall is used to protect your network access security reconfigure the firewall to open up TCP and UDP ports to the IP system s IP address The relevant ports ar...

Page 311: ...phones support NAT traversal which does not require special settings on the NAT router at the remote site Due to H 323 SIP protocol which puts the IP address information in the TCP IP payload the NAT...

Page 312: ...nternet via Router 2 Router 2 can also sit behind a DSL Cable Modem Setup For the Corporate LAN MAXCS MAXCS is installed private IP address 192 168 1 2 The public IP address of Router 2 should be conf...

Page 313: ...rivate 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...

Page 314: ...transmission An easy example for a VPN resolution is with the Linksys EtherFast VPN router1 Router 1 and Router 2 are routers supporting VPN When configuring these VPN routers the following informatio...

Page 315: ...n access the corporate network through VPN Subnet IP 192 168 2 0 Branch Office Network Subnet Mask 255 255 255 0 Remote Secure Group specifies the corporate network which can be accessed by stations i...

Page 316: ...Chapter 24 Network Configuration Guidelines for VoIP 302 MAXCS ACC 6 0 Administration Manual...

Page 317: ...types of VoIP connections as defined in the IP dialing table and IP codec assignment table VoIP Bandwidth Use define the maximum VoIP sessions using different codecs on a public Internet or a private...

Page 318: ...711 and G 729 20ms is efficient and recommended IP Header The IP UDP RTP header adds 40 octets per packet With a packet length of 20ms the IP headers will require 16kbps of bandwidth in addition to wh...

Page 319: ...the following warning message when launching Enterprise Manager Please check the Internet Protocol TCP IP Properties of your server NIC interface and assign a fixed IP address to this server User name...

Page 320: ...message pops up Multisite routing may fail if Route Access Code and IP TrunkAccess Code are not configured Upon successful login Enterprise Manager opens Click a tab to view or configure settings on...

Page 321: ...utton Information tab displays information about the selected site IP Networks tab defines IP networks and the bandwidth information for an MAXCS site Bandwidth usage control for Internet and intranet...

Page 322: ...ngth and jitter buffer The codec profile can be assigned to connectivity with a remote server IP phone or other VoIP device By default the following IP address ranges private IP addresses will use G 7...

Page 323: ...c profile Click the Remove button to remove the selected profile You cannot remove the Default profile Name Name of the codec profile You can modify the name and click Apply The Default profile name c...

Page 324: ...23 is 30 min to 480 max milliseconds The default values for the jitter buffer for G 729 is 10 min to 480 max milliseconds G 711 RTP Packet Length ms Lets you configure the length of the RTP packets fo...

Page 325: ...s and assign a codec to each To add IP addresses and address ranges and assign a codec 1 Click the Add button in the IP Device Range panel The Add IP Device Range dialog box opens 2 Enter an IP addres...

Page 326: ...ems for a single server or for member servers in the VoIP domain How many VoIP sessions to allow through Public Pipe How many VoIP sessions to allow through Intranet Pipe NAT support when the server i...

Page 327: ...s replacing the system s private IP address with a public address when sending VoIP packets to outside devices If you have an intranet linking multiple locations you must enter the IP address range an...

Page 328: ...ck the Remove button Configuring a Public or Intranet Pipe If you want to regulate how many VoIP sessions can be connected to the server through a Public or Intranet Pipe 1 In the Public Pipe panel ch...

Page 329: ...ts you need to configure AltiServ and the NAT router to make AltiServ work properly behind NAT Port forwarding configuration on the firewall NAT router is required If you re not sure how to configure...

Page 330: ...r you complete the NAT configurations the system will translate the sending party s IP address with the defined public IP address instead of the system s private IP address When the remote IP device s...

Page 331: ...Dialing Table tab in Enterprise Manager The left side of the window displays the VoIP domain name the server ID length and the name ID and statuses of the global servers in this VoIP domain To add an...

Page 332: ...s information tells the system how long to wait for another entry before sending the digits Dialing Scheme Overlapping ATGN allows the terminal to omit part of the digits required to complete a call w...

Page 333: ...g to this domain automatically Any changes in the global configuration are propagated in real time to the other members in the VoIP domain Note A multi site installation requires an AltiGen Enterprise...

Page 334: ...ll be the security password when the Domain Admin adds this location into the domain To reduce the complexity of administration you can use the same key for all member systems The Enterprise Location...

Page 335: ...clare 2 Select VoIP Multi Site Domain Configuration The Enterprise Location Manager window opens The name of the server and the name of the AltiGen product appear in the top box 3 Check the Allow this...

Page 336: ...er by selecting a server and clicking the Set as Master button Before you can add a server to the VoIP domain you must have declared it in MaxAdmin see Declaring Additional Servers for the VoIP Domain...

Page 337: ...IDs 112 and 311 will become 12 and 11 It is advisable to keep the original length If you are not sure about future expansion using a 3 digit length is advised Adding a Server to a VoIP Domain Importa...

Page 338: ...member systems and clicking the Set as Master button Rejoining a Server to the VoIP Domain If a slave server crashes or for some other reason disconnects and never returns by itself into the domain y...

Page 339: ...the toolbar to Display all extensions from all VoIP domain member systems extension number name type home server and scope The scope of an extension is discussed in the following section Resolve confl...

Page 340: ...5 0A release installed and used DINA manager to synchronize the extensions you must delete all the virtual extensions that DINA manager created or voice mail will not work correctly with global extens...

Page 341: ...ension whose Type is Remote in the Extension Scope window you can only see the extension information You cannot configure any tabs because it is created in another system Conflict Conflict happens whe...

Page 342: ...hen created in Systems B and C This conflict requires resolution or else System B and C users cannot dial to the Global extension in System A 4 Extension 404 is created in Systems A and B as Global pr...

Page 343: ...scope in other member systems will be impacted after Global is changed to Local Using the previous case as an example you may encounter one of the following situations when changing an extension s sco...

Page 344: ...n whether an analog or IP phone is being used See page 332 Note The check box is available only if a global extension is selected and that extension has no conflict When a global extension extension 1...

Page 345: ...e mail transferring will not impact the voice quality over IP Note If you do not move the voice mail the VM files will be deleted and cannot be recovered When the user relocates an extension using 27...

Page 346: ...are stored in the REL database The administrator does not need to change these settings when the user presses 27 to relocate the extension the next time Relocating More Than One Global Extension When...

Page 347: ...nt dialog box appears 2 Enter a department name and a description if desired and click OK To configure extensions for departments 1 Select a department in the Department list 2 To add non member exten...

Page 348: ...llowing conditions How many concurrent calls will be routed through the target system Does the target system have enough PSTN trunks to support the entire VoIP domain Does the target system have enoug...

Page 349: ...pdate the server manually In the server s MaxAdmin select VoIP Multi Site Domain Configuration and click the Replicate from Domain button This brings the server up to date with the Master If the serve...

Page 350: ...Chapter 25 Enterprise VoIP Network Management 336 MAXCS ACC 6 0 Administration Manual...

Page 351: ...tive server goes down the standby server takes over control The change is transparent to direct connected calls See How Calls Are Affected When Switchover Occurs on page 339 The primary and secondary...

Page 352: ...service Logger Service recording service and IP phones and CT applications should try to contact the shared IP address through network Switch 1 This network is bridged by the KAB to either the primary...

Page 353: ...nk T1 E1 PRI to SIP Ext Tie Trunk SIP Ext Tie Trunk to SIP Ext Tie Trunk Mobile Ext to Analog Ext Trk Mobile Ext to T1 E1 PRI Mobile Ext to SIP Ext Tie Trunk The connected trunk and extension channel...

Page 354: ...does not duplicate the primary s When a Softswitch becomes the active server it connects with the External CDR Logger The External CDR Logger drops the original connection when it accepts this new on...

Page 355: ...ncy license 2 Configure primary system boards and reboot if necessary 3 Set configurations to the primary system such as extensions trunks VoIP dialing tables and so on 4 Select System Redundancy to o...

Page 356: ...from several minutes to an hour depending on the amount of extensions and their voice mail files 6 Later when replication is complete check the option Automatically assume control when active system...

Page 357: ...ws the connection between the active system and the voice mail server It can be Available or Unavailable Fields at the bottom show the IP address es shared by the two systems and the current connected...

Page 358: ...P address and subnet for the NIC When configuring the second NIC on the Softswitch use the same subnet 4 For the sharing NIC set the Default gateway For the redundancy control NIC leave the Default ga...

Page 359: ...e shared NIC to be the first one in the Connections panel 8 Click OK Configuring the VM Server for NAT Support If the Softswitch and the Voice Mail server are running behind NAT and AltiAgent or MaxCo...

Page 360: ...ddresses Support 3 Click the Advanced button 4 Double click the VM Server IP address to configure the address Monitor Status Configure Addresses for Enterprise and VM Servers You can monitor the statu...

Page 361: ...Softswitch Server Changes Configure the new address on the VM server and the Enterprise server VM Server If the address of the Softswitch is changed you need to configure the new address on the VM se...

Page 362: ...Configure button beside the Current Server Address field to change the address Enterprise Server If the address of the Softswitch is changed you need to configure its new address on the Enterprise se...

Page 363: ...o the inactive one This button is enabled only when all redundancy related services of both systems are running and the inactive server has finished replicating the active server s files Things to Che...

Page 364: ...the board configuration for the default gateway GW ID is 0 is changed or a SIP Trunk license is changed you must reboot both primary and secondary systems to make the changes take effect The correct o...

Page 365: ...be invoked on the local system only Remote connection is not supported The IP phone will have a new workgroup login time every time the system switches over The computer name of the Softswitch is not...

Page 366: ...e take effect The correct order for reboot is 1 shut down inactive system 2 shut down active system 3 start active system 4 start the inactive system HMCP installed with Softswitch is not supported if...

Page 367: ...raffic Statistics report both available from the Report menu System Summary Report The System Summary report provides summary information on extensions trunks and workgroups configured in the system T...

Page 368: ...information You can print this report by clicking the Print button IP Cumulative Traffic Statistics To view a report of all cumulative IP traffic click Reports IP Traffic Statistics The IP Cumulative...

Page 369: ...Cumulative Traffic Statistics by clicking the Reset button Also this window automatically resets all fields to 0 when the MAXCS system is shut down and restarted Statistics gathered before the reset...

Page 370: ...Chapter 27 System Report Management 356 MAXCS ACC 6 0 Administration Manual...

Page 371: ...ith the Bridged Access option the user s Exchange voice mails are not accessible from the AltiServ voice mail features No synchronization is provided in this option Native VM Integration with Exchange...

Page 372: ...NA AltiGen_TELESYSTEM This service account must have a mailbox in the Exchange server that is different from the previous version Exchange Server Services must be started Successful ping from Exchange...

Page 373: ...ies A Service startup options dialog box opens Figure 2 Service Startup options dialog box c Under Log on as select This account and set DomainName AltiGen_ ServerName as the account In this example i...

Page 374: ...for Exchange 2007 Microsoft Exchange Active Directory Topology Microsoft Exchange Anti spam Update Microsoft Exchange EdgeSync Microsoft Exchange File Distribution Microsoft Exchange IMAP4 Microsoft E...

Page 375: ...EM If you re using Exchange 2003 open the Exchange Administrator on the Exchange Server and do the following 1 Go to Programs Administrative Tools Active Directory Users and Computers 2 Right click on...

Page 376: ...the Exchange Server and do the following Figure 5 Exchange Management Console Exchange 2007 1 Under Recipient Configuration right click Mailbox and click New Mailbox 2 Click Next to select User Mailb...

Page 377: ...The Mailbox Settings screen appears Figure 7 Mailbox Settings screen Exchange 2007 7 In the Mailbox Settings screen enter the Alias name Click Browse beside the Mailbox Database field and select the...

Page 378: ...structions will be different but similar Refer to Exchange 2007 documentation 1 In Exchange 2003 go to Start Programs Microsoft Exchange System Manager In Exchange 2007 go to Start Programs Microsoft...

Page 379: ...6 0 Administration Manual 365 Figure 10 Server 2003 Properties window Exchange Manager 3 Go to the Security tab and click Add Figure 11 Server 2003 Properties Security tab 4 This opens a Select Users...

Page 380: ...puters or Groups dialog box 5 In the advanced version of the Select Users Computer or Groups dialog box click Find Now Figure 13 Server Properties Select Users Computers or Groups Advanced dialog box...

Page 381: ...Users Computers or Groups Advanced Window Server Properties 7 In the Select Users Computers or Groups Window the AltiGen server you selected will appear in the Object Names field Click OK 8 Go back to...

Page 382: ...d gapi32 dll remain in this folder delete them 2 In MaxAdmin configure the extensions that are to be synchronized with their corresponding mailboxes in Exchange server Note Exchange 2007 Native VM int...

Page 383: ...nfiguration Mail Management tab make sure that the E mail Name field contains alphanumeric characters only and does not contain other characters such as spaces or periods d On the Mail Management tab...

Page 384: ...Admin select System Voice Mail Configuration 2 On the Messaging tab select the integration option you want Figure 18 Voice Mail Configuration window Exchange Integration panel 3 Enter the IP address o...

Page 385: ...be the same message To check Deletion Notification 1 Delete this message from Outlook 2 Wait a couple of minutes and then log on to extension 100 s voice mail from a phone The voice mail should no lon...

Page 386: ...XCS is installed On this local path Read and Directory Browsing Allowed are both selected In the Application Settings group Scripts and Executables is selected in the Execute Permissions drop down lis...

Page 387: ...f each user needs to be granted to the account of altigen service explicitly You may have to restart the Exchange Server and AltiServ Notes Prevent attempts by the Exchange Administrator Manager to us...

Page 388: ...egrations Exchange 2007 1 Create the dial plan in Exchange and make sure the digit length is the same as the extension number length in AltiServ not the digit length in the gateway Go to Organization...

Page 389: ...es your system s dial plan 4 In Recipient Configuration Mailbox right click the user and select Enable Unified Messaging Click Browse and select the dialing plan to be used then click OK to have the s...

Page 390: ...e Server This option is not supported in AltiServ Exchange administrators can also disable Exchange users from leaving voice mails and transferring calls 9 In Enterprise Manager IP Dialing Table add a...

Page 391: ...at all the voice mails are in wav format Only the G711 audio codec option is supported The following figure shows how to configure the Exchange Unified Messaging for wav based voice mails instead of t...

Page 392: ...Chapter 28 Microsoft Exchange Integration 378 MAXCS ACC 6 0 Administration Manual...

Page 393: ...d AltiGen s TAPI implementation has two components TAPI Proxy Server installed on the MAXCS server system TAPI Service Provider installed on the client systems Install TAPI Proxy Server and TAPI Servi...

Page 394: ...the server Otherwise it won t be able to detect your devices To install AltiGen TAPI Service Provider on the client system 1 On your MAXCS CD ROM open the TAPI Gateway folder 2 Open the Tapi_Client su...

Page 395: ...provider 5 Choose AltiGen TM Communications Service Provider and click Configure The AltiGen TAPI Device Detect dialog box opens 6 In the AltiGen TAPI Device Detect dialog box click the Configuration...

Page 396: ...he future by right clicking the service choosing Properties and selecting Automatic as the Startup Type Also verify that the TAPI PROXY service is started on the AltiGen server If the two services are...

Page 397: ...number to call in the Number to Dial box and click Place Call The client extension should ring When you pick up the phone the system will dial the number you entered and connect you if the extension...

Page 398: ...all dialog box opens 3 In the New Call dialog box click Dialing Options to configure the Dialer to use an extension The Dialing Options dialog box opens 4 In the Connect Using Line section of the dial...

Page 399: ...one and Modem Options dialog box click the Advanced tab 3 Choose AltiGen TM Communications Service Provider and click Configure 4 In the AltiGen TAPI Device Detect dialog box click Configure 5 In the...

Page 400: ...Chapter 29 TAPI Integration 386 MAXCS ACC 6 0 Administration Manual...

Page 401: ...xAdmin and Extension Security Checker Start and Stop All AltiGen Services Trace Collector Voice File Converter Read Config In addition the Work Hunt Group Converter utility is available from MaxAdmin...

Page 402: ...of the test the utility provides pass or fail results Media Server Gateway Configuration Tool To open the Media Server Gateway Configuration tool choose Start All Programs MAX Communication Server AC...

Page 403: ...n only be accessed at the primary MAXCS system it is not available from a remote MaxAdmin client Parameter Description Gateway IP Address The IP address of the gateway identified in the title bar Gate...

Page 404: ...nced to change the drive or select a different folder Selecting Advanced displays a folder icon Click the folder icon to open a browse dialog box that lets you select the folder to back up to When you...

Page 405: ...can accept the default target directories or you can click the Folder icon to open the Browse for Folder dialog box to select the destination for the backup files Under Backup Selection select the fil...

Page 406: ...tore them from the Thursday directory Important Make sure the version you restore the database files from is compatible with the current MAXCS version If incompatible files are restored the phone syst...

Page 407: ...n Security Checker Checking Extension Security Generally an extension is considered secure if its password meets the following conditions Contains 4 8 digits Is different from the extension Is differe...

Page 408: ...onal Click Export to export the data in the Extension List to a text file Note You are advised to run this security check periodically and remind extension users to use secure passwords Status Descrip...

Page 409: ...s for use by experienced technicians It collects trace for diagnostic purposes and lets you upload the results to AltiGen Technical Support right from the Trace Collector dialog box Technicians can ru...

Page 410: ...Enter a description of the problem including the extension number involved the time when the problem happened how to reproduce the problem and so on Time Range The tool collects the trace between the...

Page 411: ...log to text files and then collects the text files AltiConnect Trace Dump Runs acdump exe to dump the AltiConnect Trace and then collects the trace If Trace Collector is running on the stand alone gat...

Page 412: ...e folder in a new explorer window Upload Package to FTP Opens an FTP configuration dialog box After you complete the required configuration Trace Collector uploads the selected package to the AltiGen...

Page 413: ...convert 2 Beside the Convert To field click the Browse button to select the destination folder for the converted files If they are prompts they should be placed in the C PostOffice phrases LangCustom...

Page 414: ...og box If you will be sending a configuration file to AltiGen Technical Support check ReadOE Data File and select a folder for the dat file 3 Click Go A processing bar indicates the progress of config...

Page 415: ...s to any workgroup it cannot be converted to a non agent When an agent is converted to a non agent all workgroup related parameters will be cleared including wrap up time inter call delay and outgoing...

Page 416: ...vert select the workgroup indicated in the Type field and click the Convert Group button or double click the workgroup Convert Hunt group to Workgroup A hunt group cannot be converted if it contains a...

Page 417: ...ble click the board to be configured to open the Board Configuration window b In the Board Configuration window click the Board Configuration button c In the next Board Configuration window select E1...

Page 418: ...System Clock Master check box because the CO is a clock provider and the AltiGen system is synchronized to the CO If all configurations are correct the status should be shown as OK as in Figure 1 3 C...

Page 419: ...or 3 for ordinary subscribers refer to Table 1 on page 406 If the subscribed line is intended for other purposes contact your CO for the proper value Add extra digits before caller ID consult your CO...

Page 420: ...igit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence sam...

Page 421: ...r 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Colombia MFC R2 Set calling part category 2 Assume no caller ID provided Incoming sequence DID...

Page 422: ...to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC LME Set calling part category 2 The switch doesn t support caller ID transmission Incoming sequence...

Page 423: ...et to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set to 1111113 1 For 8 digit DID set to 11111113 1 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In c...

Page 424: ...to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call...

Page 425: ...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 sequenc...

Page 426: ...For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DI...

Page 427: ...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 428: ...to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call...

Page 429: ...MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 Fo...

Page 430: ...r the physical layer and data link layer 2 In the Board Configuration window double click the channel group to open the Channel Group Configuration dialog box Figure 4 Physical Layer Consult your CO f...

Page 431: ...he Span Type and select the Switch Mode according to your country in the ISDN PRI Setting field and click OK Figure 5 Data Link layer What you should select in the B Channel Maintenance Message drop d...

Page 432: ...Germany ETSI Restart Greece ETSI Restart Italy ETSI Restart Japan NTT INS1500 Restart Korea ETSI None Macedonia ETSI Restart Mexico ETSI Restart Netherlands ETSI Restart Nordic ETSI Restart Poland ET...

Page 433: ...ormation provided below identifies the recommended and supported parameters for T1 service When ordering T1 service provide the following service request information Equipment Information PBX Manufact...

Page 434: ...OC 6 0P AS 2 T1 Channel Assignment Trunk Type In Out or 2 Way recommended Channels Assigned 24 Enter partial channels if you wish to subscribe to both voice and data service Hunting Most Idle Least Id...

Page 435: ...me SF D4 Extended Super Frame ESF recommended Line Coding Alternate Mark Inversion AMI B8ZS recommended Physical Termination RJ 48X or RJ 48C Wire 4 wires PRI Channel Assignment D Channels Assignment...

Page 436: ...rmation for E1 with Voice Switch Type Austel TS014 ETSI NET5 recommended NT DMS 100 Framing No CRC recommended CRC4 Line Coding Alternate Mark Inversion AMI HDB3 recommended Physical Termination RJ 48...

Page 437: ...For a single chassis system X 49152 Y 49152 Total IP codec channels x 2 For a multi chassis system you need to enter multiple ranges Gateway ID 0 X0 49152 Y0 49152 Total IP codec channels in GW0 x 2 G...

Page 438: ...he following ports on the remote firewall NAT router To connect the following applications through a firewall TCP UDP AltiConsole 10025 10037 MaxCommunicator AltiAgent IPTalk VM service for MaxCommuni...

Page 439: ...MAXCS ACC 6 0 Administration Manual 425 UDP 10060 UDP 30 000 31 000 TCP 10064...

Page 440: ...426 MAXCS ACC 6 0 Administration Manual...

Page 441: ...te at https dealer altigen com Open a case on this site and a Technical Support representative will respond within one business day Call 510 252 9712 and follow the prompts Your call will be answered...

Page 442: ...en corporate office with the help of dealers installers and customers AltiTraining s comprehensive curriculum is based on the same format AltiGen uses to train their engineers and dealers Experienced...

Page 443: ...leshooting covering common problems scenarios and basic troubleshooting techniques New product developments and future upgrades How can I register or where can I get more information Visit the AltiTra...

Page 444: ...430 MAXCS ACC 6 0 Administration Manual...

Page 445: ...transport protocol for real time applications used to transport packetized voice packets over the IP network Make sure UDP port numbers 49152 n 512 49152 n 512 p 2 where n is the gateway ID and p is...

Page 446: ...Enabled When the called party is a workgroup pilot number or has Multiple Call Waiting enabled the caller is placed on hold and hears ringback or music IP Resource Does Not Appear in Current Resource...

Page 447: ...ring 88 prompts phrase management 92 recording custom phrases 93 auto record personal extension calls 190 average jitter 38 B B8ZS Binary 8 Zero Substitution 124 back up system data 389 backing up fil...

Page 448: ...or VoIP 295 WAN router 296 configuring distribution lists 82 confirm callback number 200 247 274 connection difficulty 431 copy from IP phone 230 Country 42 cross talk test tool 388 CSU installation 1...

Page 449: ...tting phone display options 193 setting SMTP POP3 200 setting Triton analog line proper ties 191 speed dial 197 three types of 186 types defined 186 virtual 186 extension based recording 104 extension...

Page 450: ...s 196 login 29 login failed Enterprise Manager 305 logout 29 M mail forwarding setting extension for 200 mail management for extensions 198 for workgroups 272 mailbox 198 information only 199 size 201...

Page 451: ...configuration 147 paging group configuration 255 password changing 29 extension 187 PBX menu 30 personal call recording options 189 phone display options 193 phone number trunk 147 phrase management...

Page 452: ...extensions 185 groups 194 huntgroup mail management 245 huntgroup membership 244 huntgroups 242 system numbering plan 44 workgroups 267 setting VoIP codec profiles 308 SF Superframe Format 124 shared...

Page 453: ...handling 210 279 uninstalling MAXCS 27 unusual voice mail activity notifica tion 203 update prompts 63 user defined 229 users managing VoIP domain 325 V View menu 31 view window call log 36 View windo...

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