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MAXCS ACC 6.5 Administration Manual

service level

setup

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single call handling

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workgroup configuration

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workgroup queue

agent pick up call

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workgroup status display

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Workgroup view window

wrapup

wrap-up time, setting

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zero code suppression

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Bell

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GTE

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Jam Bit 8

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Summary of Contents for MAX Communication Server ACC 6.5

Page 1: ...MAX Communication Server Administration Manual ACC 6 5 Update1 4 2010 4413 0001 6 5 Update1...

Page 2: ...documentation is subject to change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement MAX Communication Server MaxAdmin...

Page 3: ...19 Capacities 20 CHAPTER 2 System Requirements and Installation 23 Minimum System Requirements 23 Supported Operating Systems and Their Requirements 23 CPU Memory and HDD Requirements 25 MAXCS License...

Page 4: ...Outgoing Calls 61 Enabling Hop Off for Tie Trunks 61 Setting 10 Digit Dialing Area Codes 61 Creating Account Codes 62 Adding and Deleting Account Codes 62 Setting up Call Reports 62 Internal Database...

Page 5: ...Auto Attendants 94 Configuring Menu Items 94 Making Auto Attendant Assignments 98 Phrase Management 98 Using Pre Recorded Prompts 98 Recording Custom Phrases from the AltiGen Phone 99 Using Professio...

Page 6: ...figuring the SIPSP Board 140 Configuring the H323SP Board 141 Configuring Virtual Board HMCP 141 Assign HMCP Resources to IP Extensions 144 Configuring the MAX1000 2000 Board 148 Configuring the Virtu...

Page 7: ...r Non USA Canada Countries 192 CHAPTER 15 Extension Configuration 195 About the Apply To Button 196 Setting up Extensions 196 Setting Personal Information 197 Account Code 199 Call Recording Options 2...

Page 8: ...n 223 Specifying Forwarding Numbers 223 Setting Up Monitor Lists 224 Configuring a Monitor List 224 CHAPTER 16 Setting Up IP Extensions 227 Setting an IP Extension 231 Setting VoIP Codec for IP Extens...

Page 9: ...s 269 Forwarding All Calls 269 Handling Unanswered Calls 270 Setting a Hunt Group s Call Distribution Rule 270 Setting Queue Management Options 271 CHAPTER 20 Paging Group Configuration 273 CHAPTER 21...

Page 10: ...odes 301 MaxCall Configuration 302 CHAPTER 23 Managing and Using MeetMe Conference 305 Setting the MeetMe Conference Extension 306 MeetMe Conference Window 306 Working in the MeetMe Conference Window...

Page 11: ...TCP IP Network is Down 352 The Scope of an Extension in the VoIP domain 352 Changing an Extension s Scope from Local to Global 354 Changing an Extension s Scope from Global to Local 355 Relocating a...

Page 12: ...ps 389 Additional Steps for Bridged Access and Native VM Integration 392 Configuring UM Settings for Each User 395 Configuring for Out Calling from UM 397 Configuring in MaxAdmin 401 When You Create a...

Page 13: ...ager 432 Creating a New Phrase 433 Playing a Phrase 434 Editing a Phrase Name or Description 434 To Delete a Phrase 435 To Re record a Phrase 435 APPENDIX A E1 R2 and E1 ISDN PRI Installations 437 E1...

Page 14: ...xii MAXCS ACC 6 5 Administration Manual INDEX 467...

Page 15: ...istration of a MAXCS ACC system Another manual the MAXCS Extension User Guide covers the MAXCS ACC end user features and functions such as call handling and voice mail Related Publications Related pub...

Page 16: ...2 MAXCS ACC 6 5 Administration Manual...

Page 17: ...6 5 The following enhancements have been made to MAX Communication Server Release 6 5 For enhancements made in Release 6 5 Update1 see New in Release 6 5 Update1 on page 5 SNMP Management Feature MAXC...

Page 18: ...Outlook 2007 to play the voice mail stored in Exchange In addition the AltiGen voicemail greeting is disabled when in Native mode PBX Enhancements Station conference enhancements The station conferenc...

Page 19: ...xCommunicator and MaxAgent clients The extension user can park a call from the client application and allow other users to pick up the call from either an AltiGen IP phone or a client application MaxM...

Page 20: ...xAgent and MaxOutlook enhanced with ability to Dial Using Smart Tags Phone numbers that appear in Internet Explorer and Microsoft Office programs can be dialed through the active MaxAgent MaxCommunica...

Page 21: ...a time AltiConsole change The Location column for an extension is added back in MaxMobile Communicator extended iPhone AltiGen s MaxMobile Communicator MaxMobile application installed on an iPhone ma...

Page 22: ...l Forwarding sends all calls to another extension to a workgroup hunt group or to an external telephone number This allows users to redirect their calls to another location such as home or a branch of...

Page 23: ...ment the extension user s directory name will be announced to the caller before the call rings to a phone Distinctive Call Waiting Tone allows three different call waiting tone cadences to distinguish...

Page 24: ...O connected PSTN phone such as a home phone or cell phone to be used to simulate a PBX office extension A Mobile Extension has most of the PBX system s call control and call center features The trunk...

Page 25: ...ation Log In Log Out enables system users to move an extension number from one station to another or deactivate an extension System and Station Speed Dial allows programming of frequently used telepho...

Page 26: ...ll group members can be set to the Login or Logout state at system startup or reboot By default group members are set to Keep Login Status Multiple Queue Announcements allows each group to have its ow...

Page 27: ...supervisor to barge into a call between workgroup agent and caller Personal calls can also be barged in to by a workgroup supervisor Supervisor Coach Whisper allows a workgroup supervisor talk to a w...

Page 28: ...enter numbers which are then collected and used for routing the call Direct Station Transfer allows the AA to handle all incoming calls instead of being answered by an operator Callers can dial an ext...

Page 29: ...or at a specified time You have an option of being notified of all messages or only urgent messages New and Heard Voicemails Announced Heard voicemails are announced as well as new and saved voicemai...

Page 30: ...ce Box via a local internet access line System and Administration Features System and administration features include AA Configuration File Export lets you export your complete AA configuration to an...

Page 31: ...indows 2000 2003 XP client computer to remotely administer one or more systems Transmit Extension Calling ID each extension can be configured with a calling ID When an outgoing call is made by this ex...

Page 32: ...feature helps to resolve IP address resolution problems when communicating with an external VoIP device Silence Detection and Suppression when silence suppression is enabled and silence is detected t...

Page 33: ...and activates the extension as a physical extension All member systems receive an update notice from Enterprise Manager to change the routing destination Global DID Number List The DID number field i...

Page 34: ...formance application that provides call center managers and agents with the ability to track workgroup status and performance data from a wall mounted LCD panel or from their PCs MaxInSight includes t...

Page 35: ...pacities for a Multi Gateway Softswitch PBX Capacity Maximum 1 000 extensions IP analog and mobile extensions Maximum 256 MobileExt ports per system Maximum 400 MaxCommunicator MaxAgent sessions Maxim...

Page 36: ...Chapter 1 Overview 22 MAXCS ACC 6 5 Administration Manual...

Page 37: ...ements This section lists the system requirements for MAX Communication Server ACC 6 5 Update1 Supported Operating Systems and Their Requirements The following operating systems are supported in MAXCS...

Page 38: ...5 Update1 Client Applications Windows XP Professional Windows Vista Business Edition 32 bit and 64 bit Windows 2008 32 bit and 64 bit The following third party integration software is supported by th...

Page 39: ...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 15A 6A or be...

Page 40: ...ntegration Per user License Type 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 Se...

Page 41: ...system 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 6 5 Update1...

Page 42: ...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 43: ...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 44: ...AltiBackup and Exchange integration services that are included in the full MAXCS installation Remote MaxAdministrator does not utilize the System Data Management or Shutdown Switching Service functio...

Page 45: ...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 46: ...Chapter 2 System Requirements and Installation 32 MAXCS ACC 6 5 Administration Manual...

Page 47: ...ystem log in to MaxAdmin 1 From the Windows Start menu select All Programs MAX Communication Server ACC MaxAdministrator 6 5 The Select Server dialog box appears 2 Enter the name or IP address of the...

Page 48: ...he 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 Services Log in and l...

Page 49: ...installed licenses and your license key list and from which you can add and register additional licenses and a Client SEAT License Management window where you can add and remove members from a licens...

Page 50: ...Board type for example TritonIP12PT is a Triton board with 12 IP ports Extension Opens the Extension Configuration window Shortcut for PBX Extension Configuration Workgroup Opens the Workgroup Configu...

Page 51: ...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 52: ...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 53: ...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 54: ...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 55: ...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 56: ...ing each bridge Note Each system can have only one 30 party MeetMe conference board Setting the Refresh Interval The Current Resource Statistics window is updated according to the Refresh Interval con...

Page 57: ...rvices that provide the various telephony and data services remain active If you need to shut down the phone system do one of the following From MaxAdmin select Services Shut Down All Services From Wi...

Page 58: ...416 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 your co...

Page 59: ...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 60: ...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 61: ...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 62: ...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 63: ...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 64: ...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 65: ...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 66: ...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 67: ...a 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 Outcal...

Page 68: ...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 69: ...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 70: ...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 71: ...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 72: ...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 73: ...tab and click Delete Note System speed dial is read only from MaxCommunicator and MaxAgent Defining System Call Restrictions The Call Restriction tab contains settings for the following functions Blo...

Page 74: ...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 75: ...make 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 rest...

Page 76: ...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 77: ...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 78: ...utility to perform daily backup and maintenance jobs and use a restore utility to restore the database If you need to reconstruct the SQL server run the External Logger Setup to create an empty calldb...

Page 79: ...ternational call from an extension without international call privileges the call will be terminated as soon as the user dials 011 after the trunk or route access number The caller hears an error tone...

Page 80: ...look Click the Automatic Dialing Plan Rules button The following dialog box appears Figure 15 Automatic Dialing Plan Rules dialog box Define the Local Plan Domestic Plan and International Plan A chara...

Page 81: ...heral tab Figure 16 System Configuration Audio Peripheral tab Configuring Music On Hold and Recorded Announcements Callers will hear the music or recorded announcement configured on this tab only if t...

Page 82: ...Waiting wav and put it in the C PostOffice phrases Music folder 4 On the Audio Peripheral tab check the Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement check box Note If...

Page 83: ...on user is absent MaxCommunicator users MaxAgent users and AltiGen IP phone users can select from these activity codes to let others know where they are when they are away from their desks meeting bus...

Page 84: ...esk 5 Business Travel 6 Personal Time Off The remaining three activity codes 7 8 9 are not assigned and can be customized by the administrator To customize an activity code click the activity code and...

Page 85: ...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 86: ...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 87: ...is created that uses the same number for example 2 Marketing Group the extension will automatically be assigned to the new feature profile So it is important to note which extensions are assigned to c...

Page 88: ...Chapter 4 System Configuration 74 MAXCS ACC 6 5 Administration Manual...

Page 89: ...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 90: ...lay 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 multiple...

Page 91: ...oftswitch Component Management Figure 4 Softswitch Component Configuration window Media Server Gateway tab Setting Parameters To read or set parameters for a specific gateway first select the gateway...

Page 92: ...erently from the MAXCS system setting 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 wi...

Page 93: ...ecommended The system will find the appropriate board to supply the clock If you have multiple T1 or E1 boards in a gateway the system will automatically select the one with the lowest logical board I...

Page 94: ...orrect IP address or password or the gateway may already be attached Detaching and Deleting a Gateway You can detach a gateway without shutting down the MAXCS system Caution Always try to detach a gat...

Page 95: ...ool 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...

Page 96: ...configure the IP address of the Voice Message server and the Enterprise server Figure 7 Softswitch Component Configuration window Applications Server tab Status The status of the gateway active disco...

Page 97: ...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 98: ...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 99: ...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 100: ...as well This is what previous AltiGen releases have offered If you choose this option type in the Exchange 2003 2007 Client Access Server IP address or DNS name Bridged Access to Exchange 2007 Enable...

Page 101: ...w AltiGen CTI client applications to manage voice mails the voicemail files are replicated back to MAX Communication Server When a voicemail file is heard marked save or deleted from an AltiGen client...

Page 102: ...phone sets or the MaxCommunicator or MaxAgent user applications To configure distribution lists select System Voice Mail Configuration then click the Voice Mail Distribution List tab Figure 2 Voice M...

Page 103: ...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 104: ...Chapter 6 Voice Mail Configuration 90 MAXCS ACC 6 5 Administration Manual...

Page 105: ...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 106: ...Extension 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 L...

Page 107: ...type 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...

Page 108: ...s guide 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 dr...

Page 109: ...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 110: ...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 111: ...h 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 D...

Page 112: ...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 113: ...C PostOffice Phrases LangCustom directory You can modify the phrase file to any meaningful name if you want Using Professionally Recorded Phrases Recording studios such as Worldly Voices provide profe...

Page 114: ...ng studio to record prompts in either 8KHz or 11 025KHz mono in the WAV format 4 Ask the studio to convert the WAV file s into the proper MAXCS format If using Worldly Voices this conversion is done f...

Page 115: ...configure 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 8...

Page 116: ...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 author...

Page 117: ...ion 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 118: ...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 119: ...have 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 Figu...

Page 120: ...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 121: ...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 122: ...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 123: ...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 124: ...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 125: ...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 126: ...tion 112 MAXCS ACC 6 5 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...

Page 127: ...Next The following screen is displayed Figure 6 Add Network Place Wizard Internet Network Address 5 Type the address of the Web site FTP site or network location in the field for example ServerName sh...

Page 128: ...Administration Manual Figure 7 Add Network Place Wizard Shortcut Name 6 Type in a name for the network place and click Next A confirmation screen appears Figure 8 Confirmation screen 7 Click Finish Th...

Page 129: ...ation MAXCS ACC 6 5 Administration Manual 115 Figure 9 Network Place Created 8 In the Recording Configuration window use the Browse button to select the network place as the destination folder Figure...

Page 130: ...Chapter 9 Call Recording Configuration 116 MAXCS ACC 6 5 Administration Manual...

Page 131: ...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 132: ...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 133: ...extension is RNA or busy the call will follow the extension s RNA or busy call handling Application Information Additional information can be described in the App Information fields If desired enter...

Page 134: ...Chapter 10 Application Extension Configuration 120 MAXCS ACC 6 5 Administration Manual...

Page 135: ...ard page 124 Triton Analog Trunk LS GS and LS Boards page 124 Triton VoIP Board page 125 Triton T1 E1 Boards page 126 Virtual Boards SIP and H323 page 140 Virtual Board HMCP page 141 MAX1000 2000 Boar...

Page 136: ...indow opens similar to the following Figure 2 Board Configuration window These are the attributes and buttons in the Board Configuration window see each board type in the sections that follow for addi...

Page 137: ...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 Configuration window so that the system can...

Page 138: ...scriptions below Figure 2 Note the following additional information Double clicking a channel in the Channel Mapping List opens a Triton Analog Line configuration dialog box See Triton Analog Station...

Page 139: ...tures Overview VoIP for MAXCS runs on both SIP and H 323 protocols that allow voice calls to be made through an IP network It includes an integrated VoIP gateway to convert voice calls into IP packets...

Page 140: ...ers are listed in Appendix B on page 453 Configuring the Board Double click the Triton T1 E1 board in the Boards window to open the Board Configuration window similar to Figure 2 on page 122 See attri...

Page 141: ...r information on adding and removing mobile trunks see Mobile Extension Configuration on page 249 T1 and E1 Configuration Double clicking a channel group for a Triton T1 board in the Channel Group Inf...

Page 142: ...Reasons could be 1 DSP loading failure 2 If PRI board failed 1 Reset board 2 If error continues replace board HW failure No Clocks No clock signal is detected on T1 interface drop 1 Check MVIP clock 2...

Page 143: ...ations LCV or Out Of Frame detected Location condition equipment problem For excessive BPV LCV check AMI B8ZS setting For OOF check the MVIP bus master setting OR Have CO perform a line test to check...

Page 144: ...ype to either No CRC or CRC4 CRC4 is embedded into 16 consecutive frames Line Code For T1 you can set the Line Code to either AMI or B8ZS AMI Alternate Mark Inversion is the line coding format in T1 t...

Page 145: ...board configured as the back to back clock master must 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...

Page 146: ...electing Span Types T1 CAS select this option to associate 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 t...

Page 147: ...n Types E1 CAS select this option to associate all channels on the span to E1 channel associated signaling Regular ISDN PRI select this option to indicate 30B D ISDN PRI span and to designate the 16th...

Page 148: ...op four settings are used for a connection to a CO switch AT T 4ESS PRI AT T 5ESS PRI NT DMS 100 PRI NI 2 PRI default The bottom four settings are used for a PRI tie trunk configuration where two MAXC...

Page 149: ...ree settings are used for a connection to a CO switch Austel TS014 PRI ETSI NET5PRI NT DMS 100 PRI The bottom three settings are used for a PRI tie trunk configuration where two MAXCS systems are conn...

Page 150: ...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 151: ...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 152: ...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 153: ...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 154: ...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 155: ...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 156: ...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 157: ...the maximum limit for each HMCP board in the Assigned to this board fields and clicking Apply HMCP Resources Shows the total number of licensed total currently assigned and the number assigned to this...

Page 158: ...The default TOS 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 h...

Page 159: ...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 160: ...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 161: ...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 162: ...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 MAX main board there will be three...

Page 163: ...erial 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 Additio...

Page 164: ...Chapter 11 Board Configuration 150 MAXCS ACC 6 5 Administration Manual...

Page 165: ...iton T1 PRI trunk page 163 Triton analog trunk page 166 This chapter also discusses incoming call routing page 175 and outgoing call blocking page 175 both configurable on tabs in the Trunk Configurat...

Page 166: ...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 167: ...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 168: ...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 169: ...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 170: ...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 171: ...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 172: ...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 173: ...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 174: ...stem needs to send SIP 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 c...

Page 175: ...o provide callees with a more accurate caller ID you can create a SIP Trunk Profile for a particular service provider when necessary Otherwise a default profile is used Once you have created a profile...

Page 176: ...ing the numbers To edit or delete a number you added select it and click the Edit or Del button Enter a calling number in the field below the table in case the carrier cannot accept configured numbers...

Page 177: ...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 178: ...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 179: ...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 180: ...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 181: ...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 182: ...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 183: ...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 184: ...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 185: ...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 186: ...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 187: ...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 188: ...Chapter 12 Trunk Configuration 174 MAXCS ACC 6 5 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 189: ...defined in the System Configuration window Business Hours tab Setting Business Hours on page 54 During Business Hours Outside Business Hours Non Workdays Within each of these three time slots you have...

Page 190: ...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 191: ...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 192: ...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 193: ...ming calls based on Holiday Profiles configured in System Configuration see Routing Calls on Holidays on page 55 Business Hours Profile routes incoming calls based on Business Hours Profiles configure...

Page 194: ...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 195: ...Holiday Profiles configured in the System Configuration window see Routing Calls on Holidays on page 55 Business Hours Profile routes incoming calls based on Business Hours Profiles configured in the...

Page 196: ...Chapter 13 In Call Routing Configuration 182 MAXCS ACC 6 5 Administration Manual...

Page 197: ...stem Assist system Zoomerang and client application dialing for example MaxCommunicator and MaxAgent For example dialing from MaxCommunicator will carry 11 digits and require the system to remove a di...

Page 198: ...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 199: ...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 200: ...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 201: ...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 202: ...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 203: ...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 204: ...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 205: ...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 206: ...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 207: ...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 208: ...Chapter 14 Out Call Routing Configuration 194 MAXCS ACC 6 5 Administration Manual...

Page 209: ...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 210: ...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 211: ...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 212: ...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 10 digit number If t...

Page 213: ...ows the extension to be added as a member of one or multiple hunt groups or workgroups Agent will be displayed in the extension s Type field next to the extension type Account Code These settings dete...

Page 214: ...n requires either a shared Concurrent Recording Session license or a Dedicated Recording Seat license to be available Record on demand to central location Records non workgroup calls on demand which a...

Page 215: ...all calls non workgroup and workgroup both recording settings must be enabled Physical Location and Type You can change the extension s type and location Changing the Type The type of extension physic...

Page 216: ...n you can configure hardware options on the port used for the extensions To do so select the extension number in the list of extensions then click the Line Properties button to open a dialog box that...

Page 217: ...uency Shift Keying Multiple Data Message Format indicator Default for US Canada installation Flash Duration Specifies the Flash Duration time in milliseconds 85 750 default 50 600 100 700 150 800 200...

Page 218: ...ller Name DNIS Name User Data or AA Data the phone may display Unknown on the number line Alti IP 600 and IP 705 Phone Display Notes For the Alti IP 600 and IP 705 the Name Line displays caller inform...

Page 219: ...low that individual agent after a workgroup call You can assign an extension to and remove an extension from a group in the Extension Configuration window too To assign an extension to a workgroup the...

Page 220: ...xtension It gives the agent time to finish up with notes prepare for the next call log out of the group or click the Wait button in MaxAgent You can set a wrap up time of up to 29 minutes 59 seconds T...

Page 221: ...In the Log Outbound Call to Workgroup field use the drop down list to choose a workgroup from among the workgroups the agent belongs to If the Allow agent to change check box is selected the agent can...

Page 222: ...Edit Or click Add to add an entry A dialog box appears 2 Select the ID number using the drop down arrow type in a name for the Speed Dial entry then the full number as you would dial it with a maximum...

Page 223: ...n list then click the Mail Management tab Figure 5 Extension Configuration Mail Management tab Setting an Information Only Mailbox You can select the Information Only Mailbox check box to set virtual...

Page 224: ...have been forwarded In the drop down list you can choose to Delete Messages after Forward Keep the Messages as New Keep Messages as Saved Setting Message Playback Options You can use the following che...

Page 225: ...essage 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 setting...

Page 226: ...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 227: ...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 228: ...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 229: ...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 230: ...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 231: ...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 232: ...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 233: ...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 234: ...Park group to route the call See Line Park Configuration on page 277 Setting Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been checked E...

Page 235: ...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 236: ...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 237: ...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 238: ...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 239: ...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 240: ...Chapter 15 Extension Configuration 226 MAXCS ACC 6 5 Administration Manual...

Page 241: ...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 242: ...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 243: ...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 244: ...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 245: ...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 246: ...s checked and the IP phone loses 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 onl...

Page 247: ...add the local IP address range into the IP Codec setting Otherwise the system will use the Default Prefer G 723 1 support G 729 setting for your IP extensions For remote IP phone deployment If you do...

Page 248: ...Chapter 16 Setting Up IP Extensions 234 MAXCS ACC 6 5 Administration Manual...

Page 249: ...er from changing the configuration from the IP phone Configure the Trunk Access Route Access code Configure the time zone and time format Specify the TFTP server for firmware updates Force the IP phon...

Page 250: ...The status Inactive means the Enable IP Extension box is checked for this extension in the Extension Configuration window but there is no IP phone logged in to the extension The extension may be a phy...

Page 251: ...e user will need to enter the assigned password You can use this check box for two purposes If you publish the configuration password to the user only the phone user would be able to change the phone...

Page 252: ...extension use SRTP SRTP is a version of RTP that provides confidentiality and message authentication Since the SRTP session key is sent in the SIP signaling via SDP the key can be exposed to eavesdrop...

Page 253: ...re image is loaded to the correct directory before you reset and download firmware NAT Setting This setting is for a remote IP phone with a private address and behind NAT When connecting to the AltiGe...

Page 254: ...ce of a datagram Default is 0 higher is better Bits 3 4 5 represent the following D requests low delay T requests high throughput R requests high reliability Enable VLAN If your network administrator...

Page 255: ...and configure the programmable keys plus the Display Workgroup Status field on the Alti IP 600 and IP 705 Programmable key settings are described in the next table Figure 2 IP Phone Configuration win...

Page 256: ...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 257: ...ddress in the DHCP server and then reboot all Altigen IP phones The phones will automatically pick up the new MAXCS IP address WARNING In the event that there are two MAXCS servers in a same network a...

Page 258: ...5 Administration Manual 1 Open the DHCP configuration window 2 Right click the server and select Set Predefined Options 3 Click the Add button The Option Type dialog box appears Right click the serve...

Page 259: ...ss Data Type String Code 120 Description AltiGen Server IP Address 5 Click OK twice 6 Under the DHCP scope you created is a field labeled Scope Options Right click Scope Options and select Configure O...

Page 260: ...P phone configuration by using 2 enter in the IP phone menu Auto Discovery will be enabled by default Possible scenarios During the IP phone s start up stage if Enable DHCP is ON and Auto Discovery is...

Page 261: ...menu item set to NO To disable auto discovery on all phones do not set DHCP option 120 or delete it if you have already set it When auto discovery is disabled the MAXCS SERVER address must be set manu...

Page 262: ...Chapter 17 AltiGen IP Phone Configuration 248 MAXCS ACC 6 5 Administration Manual...

Page 263: ...operty 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 PSTN tel...

Page 264: ...s and mobile trunk connections A mobile trunk can be assigned a Group ID and mobile extensions can be assigned to the appropriate group An analog trunk can be dedicated to one mobile extension user A...

Page 265: ...P Board 1 In the Boards window double click the MobileExtSP board In the Board Configuration window double click a channel group Figure 2 Opening the Mobile Extension Board Configuration dialog box Th...

Page 266: ...ypes like PSTN SIP or cell phone gateway You can assign a mobile extension to use a specific trunk group For example if you assign SIP trunk channels from 1 3 to Group 001 and mobile extension 237 is...

Page 267: ...number Send inbound caller ID only Replace with following number DNIS Access Numbers If a PRI trunk is used for a mobile extension a DNIS access number must be set so that MAXCS can tell if the incom...

Page 268: ...board and Logical Channel ID for this extension then click Apply The new location is displayed in the Agent Supervisor Extension list 4 Click the Line Properties button to configure the mobile PSTN n...

Page 269: ...Communicator application and it is used in the MaxMobile Communicator login Note When a MaxMobile Communicator user logs in to the MAXSCS system the assigned extension number extension password and c...

Page 270: ...her Press Any Key To Answer Call or Play Phrase After Answered And you can select Play Phrase Before Dial Tone You can use the Apply button to apply selections in this panel to other mobile extensions...

Page 271: ...ion to the Members list Voice Mail for Mobile Extensions When the mobile extension phone is turned off or busy messages can go to the extension s voice mail in MAXCS or to the mobile phone s voice mai...

Page 272: ...Chapter 18 Mobile Extension Configuration 258 MAXCS ACC 6 5 Administration Manual...

Page 273: ...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 274: ...rs from hunt groups Mail Management capacity and feature options for hunt group mailboxes Notification preferences and options for voice mail notification Call Handling call forwarding call waiting an...

Page 275: ...ic attributes in the Huntgroup Configuration General tab To set Group Information type in the following First Name and Last Name each with a maximum of 32 characters Password the default is the system...

Page 276: ...r can dial into the system log in to hunt group voice mail and make or return calls from the group s voice mail Zoomerang feature International calls are not allowed if the fourth option is not checke...

Page 277: ...ed to Ring All Available Members the maximum number of members is 20 See Setting Call Handling Options on page 268 for details To remove extension s from a hunt group 1 Click the extension number s in...

Page 278: ...ply mailbox settings to one some or all hunt groups See Apply to Button on page 260 for more information on using Apply to Disabling a Mailbox When you disable a mailbox the normal greeting is played...

Page 279: ...hunt groups 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 AltiG...

Page 280: ...ly to Button on page 260 for more information on using Apply to Setting the Message Types for Notification Select the types of messages for which the hunt group user will be notified None selected the...

Page 281: ...is 7654321 12345678 When the pager operator answers the Message Notification call MAXCS announces the pager number and the System Main Number as configured on the General tab of System Configuration w...

Page 282: ...is option and set the delay timer to 2 to 5 seconds In some cases the pager carrier cannot detect DTMF right after the call connection Default is 10 seconds maximum is 30 Note You may need to try a di...

Page 283: ...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 284: ...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 285: ...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 286: ...on page 66 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 287: ...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 288: ...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 289: ...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 290: ...Chapter 20 Paging Group Configuration 276 MAXCS ACC 6 5 Administration Manual...

Page 291: ...rkgroup calls to a Line Park Group when the queue length or queue time is too long Implementation details System A total of 99 01 to 99 line IDs can be grouped into different Line Park Groups The defa...

Page 292: ...ark Configuration window click the Add button below the Groups list 2 Enter a name in the Add Line Park dialog box and click OK 3 Select line ID numbers from the Non Member List and click the Add butt...

Page 293: ...Play ring back tone to caller when parked Select this option when you want the caller to hear a ring back tone if the call has not been answered by any extension or voice mail If the call is answered...

Page 294: ...d call from ringing again while it is parked Note The IP phone s programmable key will be blinking when a call is parked at a line ID that is configured to the phone If the associated programmable key...

Page 295: ...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 296: ...t Desktop Application MaxAgent 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 297: ...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 298: ...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 299: ...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 300: ...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 301: ...dnight 00 00 a m and is reset daily The calculated number will be output to the MaxAgent and MaxSupervisor applications The Service Level Calculations Options button opens the following dialog box Fig...

Page 302: ...ecording Configuration on the System menu see page 109 this option requires that either a shared Concurrent Recording Session license is available or that a dedicated Recording Seat license is assigne...

Page 303: ...l is transferred The recording setting at Extension Configuration applies only to non workgroup calls The recording setting at Workgroup Configuration applies only to workgroup calls To allow an agent...

Page 304: ...Setting Call Handling Options on page 295 for details To remove extension s from a workgroup 1 Click the extension number s in the Member list 2 Click Remove to move them to the Not Member list Log I...

Page 305: ...le a mailbox the normal greeting is played but callers cannot leave messages Setting E mail Options On the Mail Management tab you can set the e mail options for the workgroup E mail Name the workgrou...

Page 306: ...ing 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 Selec...

Page 307: ...w agents of a workgroup to access the group s voice mail in MaxAgent MaxAgent s WG VM tab select the group and check Enable agents to access voice mailbox of workgroup Setting Message Notification Opt...

Page 308: ...option the system calls the specified pager number and then dials the system main number as set in System Configuration General tab which is then displayed on the user s pager For the operator assist...

Page 309: ...m 30 seconds Seconds after Answered If the answer supervision signal is provided by the carrier check this option and set the delay timer to 2 to 5 seconds In some cases the pager carrier cannot detec...

Page 310: ...there is no agent logged in at this moment the system will use Group Logout Handling to handle this call Group Voice Mail AA forward caller to an auto attendant Extension forward caller to an extensio...

Page 311: ...ts 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 call out of workgroup and forward...

Page 312: ...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 313: ...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 314: ...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 315: ...r 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 316: ...a CID by campaign name before handing a call off to MAXCS Then MAXCS plays the phrase the agent selected Figure 9 MaxCall Configuration screen ID Campaign IDs are assigned sequentially by the MAXCS s...

Page 317: ...gent MaxCommunicator and MaxOutlook in the MaxCall tab drop down list To edit a Transmitted CID 1 Select a campaign and click the Edit button The Campaign and Transmitted Caller ID dialog box opens 2...

Page 318: ...Chapter 22 Workgroup Configuration 304 MAXCS ACC 6 5 Administration Manual...

Page 319: ...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 320: ...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 321: ...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 322: ...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 323: ...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 324: ...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 325: ...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 326: ...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 327: ...to the invitation when MeetMe Conference pastes it into Outlook Starting and Stopping a Meeting The meeting host and the MaxAdmin Admin can start and stop a meeting To start a meeting select the meet...

Page 328: ...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 329: ...ments an Ethernet based network into different logical networks that provide different services such as data service and voice service It also defines broadcast domains to reduce network traffic load...

Page 330: ...is in canonical format It is always set to zero for Ethernet switches VLAN Identifier VID a 12 bit field specifying the VLAN to which the frame belongs A value of 0 means that the frame doesn t belong...

Page 331: ...1p as seen in the following figure Once the 802 1p property is enabled the operating system should notify the NetFilter driver whether the NIC supports the 802 1p feature For 802 1p eight different c...

Page 332: ...Jitter Buffer should be adjusted according to the bandwidth allocated to data traffic For example a long Ethernet packet approximately 1500 bytes traversing through a WAN which is allocated with 256 k...

Page 333: ...t with long access lists and or slow routers Network Using NAT If you plan to connect to your AltiServ system via the Internet and your router or Internet access provider is using Network Address Tran...

Page 334: ...rectly handle the H 323 SIP traffic and translate the private IP address into a public IP address Not all NAT routers have this kind of implementation If the NAT router does not support H 323 SIP you...

Page 335: ...ublic IP address of Router 2 should be configured as the IP address of this IP extension in MAXCS If it is changed dynamically then assign a dynamic IP address configuration for that extension Router...

Page 336: ...vate IP address 192 168 1 2 Both Router 1 and Router 2 are VPN capable and compatible with each other It is recommended that the routers come from same vendor A VPN tunnel exists between these two rou...

Page 337: ...ter 1 and Router 2 are routers supporting VPN When configuring these VPN routers the following information is needed Also please refer to the Router s User Guide for more detailed information Router 1...

Page 338: ...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 339: ...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 340: ...nd 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 whateve...

Page 341: ...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 342: ...ess Code and IP Trunk Access Code configured If one or more member systems are not configured properly this message pops up Multisite routing may fail if Route Access Code and IP TrunkAccess Code are...

Page 343: ...patterns and specify source and target sites Tabs Displayed with the Servers Button Information tab displays information about the selected site and lets you configure a PSTN number for global extens...

Page 344: ...rent IP addresses and protocols a different preferred codec can be used Each codec profile can have its own codec G 711 G 723 G 729 packet length and jitter buffer The codec profile can be assigned to...

Page 345: ...modify codec profiles click the Codec button in the Enterprise Manager toolbar The following window opens Figure 1 Codec profile setting window in Enterprise Manager Named codec profiles are listed o...

Page 346: ...annel conditions G 711 G 723 G 729 Silence Suppression When silence suppression is enabled and silence is detected during a call MAXCS stops sending packets to the other side This decreases the bandwi...

Page 347: ...ost 3rd party SIP gateways support this standard In band If DTMF tone is delivered over the voice band It s not reliable over G 711 codec and will not work over G 729 G 723 codec SIP Early Media Appli...

Page 348: ...that offers a limited amount of service when messages are exchanged between computers in a network that uses the Internet Protocol IP TCP Transmission Control Protocol is a set of rules protocol used...

Page 349: ...the IP dialing table or IP codec and have only a few IP addresses extensions support TLS If the IP extension has not configured TLS as its transport and the codec profile supports it then the codec p...

Page 350: ...ed to regulate WAN VoIP sessions you need to do some configuring on the IP Networks tab in Enterprise Manager The tab allows you to specify the following three items for a single server or for member...

Page 351: ...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 352: ...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 353: ...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 354: ...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 355: ...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 356: ...entry before sending the digits Dialing Scheme Overlapping ATGN allows the terminal to omit part of the digits required to complete a call while buffering the remaining digits This results in faster...

Page 357: ...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 358: ...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 359: ...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 360: ...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 361: ...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 362: ...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 363: ...gister to the alternate server This applies to a workgroup as well Switchover must be enabled for the individual IP phones groups in Enterprise Manager User button Resolve tab But before you can do th...

Page 364: ...d for redirection can access their voice messages from both the primary and alternate servers If the Primary or Alternate Server Is Behind NAT When you configure the redirection feature for AltiGen IP...

Page 365: ...rver is Standby When the primary server is recovered the status is Standby If the current active system is the alternate server only clicking the Switch Back to Home Server button in Enterprise Manage...

Page 366: ...n a PSTN number to each MAXCS in Enterprise Manager The default PSTN number is the main number of each MAXCS site To enable global extension rerouting 1 In Enterprise Manager click the Servers button...

Page 367: ...s extension in the extension list because it is a Global extension of another member system If you see an extension whose Type is Remote in the Extension Scope window you can only see the extension in...

Page 368: ...as Global when 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 a...

Page 369: ...cal you can highlight the extension and click the Change All Global to Local button This extension s scope in other member systems will be impacted after Global is changed to Local Using the previous...

Page 370: ...k box in the Relocation panel on the Resolve tab The behavior of this feature differs depending on whether an analog or IP phone is being used See page 358 Note The check box is available only if a gl...

Page 371: ...fic location it can take hours for all the voice mails to be moved Thereafter only new voice mails are moved because the old ones are still there backed up so subsequent moves take a shorter time VM f...

Page 372: ...l settings 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 Exte...

Page 373: ...the redirection feature will be removed on the new site If the extension is manually relocated back to its original site the feature is recovered Changes to AltiGen IP Phone When Redirect Is Configure...

Page 374: ...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 375: ...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 376: ...te 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 server i...

Page 377: ...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 365 The primary and secondary serv...

Page 378: ...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 379: ...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 shows...

Page 380: ...session ID 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 t...

Page 381: ...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 open...

Page 382: ...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 383: ...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 384: ...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 385: ...he 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 MaxAgent or MaxCo...

Page 386: ...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 387: ...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 388: ...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 389: ...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 390: ...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 391: ...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 sup...

Page 392: ...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 393: ...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 394: ...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 395: ...ment console when alarming conditions are detected Note The SNMP traps are sent by the Altigen services SPServ Softswitch up Softswitch down traps AltiKeep warm start trap and AltiServ all other traps...

Page 396: ...ds This trap is sent when MAXCS detects that the lowest virtual memory usage exceeds a specified percentage of physical memory configuration within a 10 minute duration Default value is 80 The next tr...

Page 397: ...spond to the keep alive packets after its initialization is completed Softswitch down specific trap When AltiServ exe stops responding to the keep alive packets sent by the SNMP Agent Gateway Media Se...

Page 398: ...fter the condition is cleared then occurs again The minimum duration between any two consecutive traps is 30 minutes Excessive CPU utilization on Softswitch specific trap When MAXCS detects its averag...

Page 399: ...nge server check the Enable Synchronization check box If you don t check this voice mail is not synchronized between the two message stores Native VM Integration with Exchange 2007 In this mode the Al...

Page 400: ...d the Exchange Server system must belong to the same domain with a network throughput rate of no less than 100Mbps and without any Web proxies in between AltiGen Services must be installed and started...

Page 401: ...a Active Directory Users and Computers see Figure 2 4 If MAXCS was already installed on the system do the following a Create a new domain user account and add it to the Domain Admin group via Active D...

Page 402: ...oft Exchange Integration 388 MAXCS ACC 6 5 Administration Manual Figure 2 Add the user created by the MAXCS install program or created by you in step 4 to the Domain Admin group in Active Directory Us...

Page 403: ...g steps 1 Add Exchange Integration licenses to MAXCS see Figure 3 Figure 3 Adding Exchange Integration licenses in MAXCS 2 In the Exchange Management Console create a mailbox for the service account t...

Page 404: ...n order for Exchange integration to work properly 5 MAXCS matches the mailbox on the Exchange Server via the display name which is a combination of FirstName LastName In the example in Figure 6 the di...

Page 405: ...iguration screen s Mail Management tab see Figure 7 Make sure that the E mail Name field contains alphanumeric characters only and does not contain other characters such as spaces or periods Figure 7...

Page 406: ...ment Console go to Organization Configuration Unified Messaging and click New UM Dial Plan Figure 8 Creating a new UM dial plan In this example the name of the dial plan is LeslieXiaSS 2 Enter a name...

Page 407: ...n you create a new dial plan 3 After creating a dial plan open its Properties dialog box select the Settings tab and change Audio Codec to G 711 see Figure 10 4 Click OK Figure 10 Changing Audio Codec...

Page 408: ...of the gateway b Enter the IP address of your MAXCS server c Browse for and select the dial plan you just created d Click New 6 If your system has multiple gateways repeat step 5 to add all of your g...

Page 409: ...o the list of associated dial plans 8 Click the UM Settings tab click Add and add your dial plan to the list of associated dial plans This completes all system wide settings in Exchange Server 2007 Co...

Page 410: ...ct Enable Unified Messaging from the Actions pane Figure 13 Here Leslie Xia is an individual IP phone user with a mailbox in VMDOMAIN 2 Click Browse and select the policy that is associated with the d...

Page 411: ...6 Repeat steps 1 5 for each user you want to enable Configuring for Out Calling from UM This section shows how to enable extensions integrated with Exchange 2007 in Native or Bridged mode to Call a p...

Page 412: ...de For the U S it is 1 Incoming Configuration In country region number format Use this field to specify how a user s telephone number should be dialed by the UM Server in a different dial plan but hav...

Page 413: ...for in country region and international calls that will be placed by UM enabled users Each dialing rule entry that is defined on the dial rule group determines the types of calls that users within a s...

Page 414: ...for local calls and can be configured for private voice numbering plans Any wildcard x characters in the dial string are substituted with the digits from the original number that were matched by the n...

Page 415: ...ry bb629580 aspx That will put you in the general location of what you need Much of this information came from that Microsoft site Configuring in MaxAdmin Complete the configuration in MaxAdmin 1 Go t...

Page 416: ...w codec profile b In the Codec field select G 711 Mu Law c In the DTMF Delivery field select RFC2833 d In the SIP Early Media field select Enable e In the SIP Transport field select TCP 5 Associate th...

Page 417: ...er in both the From and To fields Be sure that this IP address does not fall into any other device range Check the IP Codec tab and the IP Dialing Table tab If it does reset that range into two ranges...

Page 418: ...utlook and check for the message in the inbox The message should be titled Voice mail from xxx and include the voice mail as a wav attachment To check Message State Change Notification 1 Log in to ext...

Page 419: ...ort To gather trace files 1 Log in to Admin first with the password jazzy and then with your own Admin password 2 Select Turn AltiTrace On and click Apply 3 Select VM and SP Log Dump 4 To view logs go...

Page 420: ...count for the AltiGen Exchange Integration Service Using the AltiGen service account will provide you an audit trail that is invaluable while troubleshooting Depending on the number of voice mails you...

Page 421: ...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 Service Provider...

Page 422: ...tall AltiGen TAPI Service Provider on the client system 1 On your MAXCS CD ROM open the TAPI Gateway folder 2 Open the Tapi_Client subfolder and run SETUP EXE 3 When prompted enter the Server IP addre...

Page 423: ...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 424: ...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 425: ...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 426: ...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 427: ...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 428: ...Chapter 29 TAPI Integration 414 MAXCS ACC 6 5 Administration Manual...

Page 429: ...Restore Utility MaxAdmin and Extension Security Checker Start and Stop All AltiGen Services Trace Collector Voice File Converter Read Config In addition on the Services Utilities menu in MaxAdmin Work...

Page 430: ...art All Programs MAX Communication Server ACC ACM Gateway Tools CT Bus Test Tool 3 Click Start to begin the test 4 At the end of the test the utility provides pass or fail results Backup and Restore U...

Page 431: ...folder icon Click the folder icon to open a browse dialog box that lets you select the folder to back up to When you click OK in the dialog box the selected drive or directory is displayed in the fiel...

Page 432: ...3 Under Components select the file groups you want to restore 4 Using the Restore From drop down list select the day you want to restore from or select Advanced to choose the restore folder Clicking A...

Page 433: ...ord and reset the status Shows how many MaxAdmins are currently connected to the system By clicking Disconnect All you can disconnect all MaxAdmins from the local MAXCS system Launch the MaxAdmin Exte...

Page 434: ...s for extensions you select in the Extension List display in the Unsecure Elements panel 5 Optional Click Export to export the data in the Extension List to a text file Note You are advised to run thi...

Page 435: ...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 436: ...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 437: ...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 438: ...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 439: ...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 440: ...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 441: ...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 442: ...the extension from non agent to agent by selecting the agent and clicking the Convert Agent button or by checking the Agent check box in the Extension Configuration window before converting To conver...

Page 443: ...values For example if the column Department is not included in the csv file but is configured in the extension that you overwrote the Department field is not reset to the default value when the extens...

Page 444: ...elect the extensions you want to import You can use the Select All button but only records that have an extension number can be selected If an extension number is empty a warning message pops up 6 You...

Page 445: ...pens 2 Click the Explore button and specify a name and location for the csv file you re about to create 3 Check the fields you want to export Use the Select All and Clear All buttons to select or clea...

Page 446: ...nager requires a Client SDK license To use the AltiGen Custom Phrase Manager 1 Open the tool from the Windows Start All Programs menu You ll see the login screen Enter the following MAXCS server addre...

Page 447: ...ct an extension through which to record or listen to a phrase The table shows all custom phrases under the selected directory including Phrase name Date and time the phrase was created or last modifie...

Page 448: ...a phrase 1 Select the extension you will be using to listen to the phrase 2 Click the Play button The extension will ring 3 Answer the ring and a voice announces the phrase before playing it The follo...

Page 449: ...2 Click the Delete button A confirmation warning dialog box pops up 3 If you re sure you want to delete the phrase click Yes The phrase is deleted from the directory and from the table in AltiGen Cust...

Page 450: ...nd Applications 436 MAXCS ACC 6 5 Administration Manual 3 Click the Re Record button 4 When finished recording press on the phone and follow the instructions you hear Also click OK in the dialog box o...

Page 451: ...iguration window b In the Board Configuration window click the Board Configuration button c In the next Board Configuration window select E1 as the configure type and click OK Important When changing...

Page 452: ...f all configurations are correct the status should be shown as OK as in Figure 1 3 Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window Fig...

Page 453: ...0 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 to find out if any extra digits are needed Incoming seque...

Page 454: ...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 455: ...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 456: ...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 457: ...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 458: ...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 459: ...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 460: ...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 461: ...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 462: ...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 463: ...igure type and click OK Venezuela Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID se...

Page 464: ...en the Channel Group Configuration dialog box Figure 4 Physical Layer Consult your CO for Frame Type Line Code or Zero Code Suppression Do not check the System Clock Master check box because the CO is...

Page 465: ...AXCS ACC 6 5 Administration Manual 451 Figure 5 Data Link layer What you should select in the B Channel Maintenance Message drop down list depends on what country you reside in see Table 2 on page 452...

Page 466: ...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 467: ...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 468: ...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 469: ...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 470: ...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 471: ...Windows 2008 system BasePort 49152 When MAXCS or Softswitch is running on a Windows 2008 system BasePort 49664 This is because Windows 2008 has some system services use ports in the 49152 range For a...

Page 472: ...n X n BasePort 512 x n Y n X n Total IP codec channels in GW n x 2 To connect the following applications through a firewall TCP UDP AltiConsole 10025 MaxCommunicator MaxAgent IPTalk VM service for Ma...

Page 473: ...d to do any configuration However if the remote firewall NAT router blocks outgoing traffic then you will need to open the following ports on the remote firewall NAT router UDP 10060 UDP 30 000 31 000...

Page 474: ...460 MAXCS ACC 6 5 Administration Manual...

Page 475: ...er altigen com Open a case on this site and a Technical Support representative will respond within one business day Call 888 ALTIGEN option 5 or 408 597 9000 option 5 and follow the prompts Your call...

Page 476: ...iGen 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 Experience...

Page 477: ...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 478: ...464 MAXCS ACC 6 5 Administration Manual...

Page 479: ...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 480: ...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 481: ...ing digits 96 configuring 91 editing 94 making assignments 98 menu items configuring 94 prompts phrase management 98 recording custom phrases 99 auto record personal extension calls 200 auto discovery...

Page 482: ...alog Station Board 124 Triton T1 PRI Board 126 voice mail 83 Configuration Reader tool 426 configure firewall 319 network for VoIP 315 WAN router 319 configuring distribution lists 88 confirm callback...

Page 483: ...209 MeetMe Conference 306 message notification 212 266 monitor list 224 monitoring 224 outgoing call restrictions 216 physical extension 196 relocating in domain 356 relocating in domain using 27 358...

Page 484: ...configuring 361 licenses table 25 licenses client assigning 42 limitations Alti Mobile Extension 257 line loss acceptable range 171 line park 219 242 configuration 277 live call handling 220 local ne...

Page 485: ...aling patterns 187 example configuration 190 overview 183 route definitions 185 out of sync 362 outgoing call blocking 175 outgoing calls blocking all 61 overhead paging 69 overlap dialing 155 342 P p...

Page 486: ...kers 213 send notification 215 294 server down redirect IP phones 358 server ID changing length 347 server IP address 342 server IP address auto discovery 243 service parameters 453 subscribing to 453...

Page 487: ...tor Enable option 225 trunk properties H323 tie setting 158 SIP trunk setting 159 SIPtie setting 158 Trunk View window 39 152 trunks paging 155 setting attributes 154 Triton Analog trunk GS LS prop er...

Page 488: ...41 setup 285 single call handling 298 workgroup configuration 281 workgroup queue agent pick up call 207 workgroup status display 242 Workgroup view window 40 wrapup 40 wrap up time setting 206 Z zer...

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