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Altigen MAX Communication Server ACM 6.0, Administration Manual

The Altigen MAX Communication Server ACM 6.0 is an innovative communication solution. Our Administration Manual provides comprehensive guidance for users, ensuring a seamless experience. Easily download the manual for free from our website, offering step-by-step instructions and valuable insights to optimize your utilization of this exceptional product.

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ii MAXCS ACM 6.0 Administration Manual

Extension View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   33
Trunk View Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   33
Call Log View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   35
Workgroup View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   35
Current Resource Statistics Window  . . . . . . . . . . . . . . . . . . . . . . . . . . . .   36

Assigning Client Licenses  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   37
Stopping the AltiGen Switching Service   . . . . . . . . . . . . . . . . . . . . . . . . . . .   38
Programs Available from the Windows Start Menu  . . . . . . . . . . . . . . . . . . . . . 39

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System Configuration   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  41

Setting General Parameters   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   42
Setting a System Number Plan  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   44
Setting Business Hours   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   50
Routing Calls on Holidays  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   51
Configuring System Speed Dialing  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   53
Defining System Call Restrictions   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   55

Blocking Calls to Area Codes from All Extensions  . . . . . . . . . . . . . . . . . . .   56
Setting Unrestricted Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   56
Locking Attacked Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   57
Blocking All Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   57
Enabling Hop Off for Tie Trunks  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   57
Setting 10-Digit Dialing Area Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . .   57

Creating Account Codes  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   58

Adding and Deleting Account Codes  . . . . . . . . . . . . . . . . . . . . . . . . . . . .   58

Setting up Call Reports   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   58

Internal Database Configuration (Internal Log Service) . . . . . . . . . . . . . . .   59
External (Remote) Logging of Call Data . . . . . . . . . . . . . . . . . . . . . . . . . .   60
Exporting Through a Local Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   60

Country-Relevant Settings  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   61

Setting Toll Call Prefixes  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   61
Setting Emergency Numbers  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   62
Dialing Plan Rules for Non-North American Country. . . . . . . . . . . . . . . . . .   62

Audio Peripheral Configuration   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   62

Setting Greeting and Update Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . .   65
Configuring Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   65

Activity   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   65
Feature Profiles  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   67

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Media Server and Gateway Management   . . . . . . . . . . . . . . . . . . .  69

Managing Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   70
Setting Parameters   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   71
Adding and Attaching a Gateway  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   73
Detaching and Deleting a Gateway   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   74
Changing Gateway ID and Password   . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   74
Media Server/Gateway Configuration Tool   . . . . . . . . . . . . . . . . . . . . . . . . .   75

Summary of Contents for MAX Communication Server ACM 6.0

Page 1: ...MAX Communication Server Administration Manual ACM 6 0 10 2008 4413 0001 6 0 ...

Page 2: ...umentation The information contained in this documentation is subject to change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement MAX Communication Server MaxAdministrator MaxCommunicator Enterprise Manager AltiServ AltiLink AltiConsole VRPlayer Zoomerang IPTalk Alti Mobile Extension AltiReport and SuperQ are tradema...

Page 3: ...on Features 14 Voice over IP Features 15 Multi Site VoIP Management Enterprise Manager 16 Optional Add On Software 17 Capacities 18 CHAPTER 2 System Requirements and Installation 21 Minimum System Requirements 21 Supported Operating Systems 21 CPU Memory and HDD Requirements 22 MAXCS Licenses 22 Preparation for Installation 24 Installing MAX Communication Server 24 Installing MaxAdmin on a Network...

Page 4: ...cking All Outgoing Calls 57 Enabling Hop Off for Tie Trunks 57 Setting 10 Digit Dialing Area Codes 57 Creating Account Codes 58 Adding and Deleting Account Codes 58 Setting up Call Reports 58 Internal Database Configuration Internal Log Service 59 External Remote Logging of Call Data 60 Exporting Through a Local Port 60 Country Relevant Settings 61 Setting Toll Call Prefixes 61 Setting Emergency N...

Page 5: ... Pre Recorded Prompts 92 Recording Custom Phrases from the AltiGen Phone 93 Using Professionally Recorded Phrases 93 CHAPTER 8 Multilingual Configuration 95 Configuration Overview 95 Creating Language Phrase Packages 96 Storing Language Phrase Packages 96 Configuring for a Multilingual System 97 Enabling Multilingual Support in the Auto Attendant 98 Configuring the Extension 99 Extension User Can ...

Page 6: ...es to IP Extensions 137 Configuring the MAX Board 141 Configuring the Virtual MobileExt Board 142 CHAPTER 12 Trunk Configuration 143 Trunks Out of Service 143 Channel Identification 143 Opening the Trunk Configuration Window 144 Selecting Trunks to Set Attributes 145 Configuring One or Multiple Trunks 146 Setting General Trunk Attributes 146 H323 Tie Trunk Properties 150 SIP Tie Trunk Properties 1...

Page 7: ...de 189 Call Recording Options 189 Physical Location and Type 191 Setting the Line Properties 191 IP Extension Configuration 193 Phone Display Options 193 Configuring Group Options for an Extension 194 Setting up Station Speed Dialing 196 Setting the Mailbox Options 197 Setting an Information Only Mailbox 198 Disabling a Mailbox 198 Assign Exchange Integration License 198 SMTP POP3 Setting 199 Mail...

Page 8: ...CHAPTER 18 Mobile Extension Configuration 229 Mobile Extension Diagram 230 Setting Up a Mobile Extension 230 Voice Mail for Mobile Extensions 237 Mobile Extension Limitations 237 CHAPTER 19 Hunt Group Configuration 239 Overview of Huntgroup Configuration Window 240 Setting Up Huntgroups 240 Establishing Basic Hunt Group Attributes 241 Setting Call Restrictions 242 Establishing Hunt Group Membershi...

Page 9: ... 267 Workgroup Recording Options 267 Establishing Workgroup Membership 269 Log In Out a Group Member 271 Setting Login Status for System Restart 271 Setting Business Hours 271 Setting Up Skill Based Routing 273 Setting Rules for Skill Based Routing 275 Setting Workgroup Mail Management 277 Disabling a Mailbox 278 Synchronizing with Exchange Server 278 Setting E mail Options 278 Setting Mailbox Pla...

Page 10: ... a Meeting 300 E mailing a Meeting Invitation 303 Modifying the E mail Template 304 Starting and Stopping a Meeting 304 Continuing a Meeting Beyond Its Duration Time 304 Joining a Meeting 305 CHAPTER 24 Network Configuration Guidelines for VoIP 307 ISP Intranet Quality of Service QoS 307 WAN Bandwidth 307 WAN Router Configuration 308 Firewall Configuration 308 Network Using NAT 308 Network Configu...

Page 11: ...guring Global Least Cost Routing 346 When Information May Be Out of Sync 347 CHAPTER 26 System Report Management 349 System Summary Report 349 IP Cumulative Traffic Statistics 350 Resetting Cumulative Statistics 351 CHAPTER 27 Microsoft Exchange Integration 353 Requirements 353 Exchange Server Configuration 356 Exchange Configuration 360 Enabling the Exchange Server 364 Enable Exchange Integration...

Page 12: ...le Converter 394 Read Config 395 Work Hunt Group Converter 396 APPENDIX A E1 R2 and E1 ISDN PRI Installations 399 E1 R2 CAS Installation 399 E1 ISDN PRI Installation 411 APPENDIX B Required Service Parameters 415 Service Parameters Request Information for T1 415 Service Parameters Request Information for PRI 417 Service Parameters Request Information for E1 418 APPENDIX C Network Ports 419 Remote ...

Page 13: ...tion Server ACM 6 0 system Another manual the AltiServ User Guide covers the MAXCS end user features and functions such as call handling and voice mail Related Publications Related publications include Hardware Telephony Manual MaxCommunicator Manual AltiAgent Manual AltiSupervisor Manual AltiConsole Manual CDR Manual Advanced Call Router Alti IP 600 Administration Manual IP 710 User Manual IP 705...

Page 14: ...2 MAXCS ACM 6 0 Administration Manual ...

Page 15: ...f their investment Technology Enhancements in Release 6 0 The following sections list the enhancements made to MAX Communication Server Release 6 0 Microsoft Exchange 2007 Support Supports three Exchange integration modes Synchronize with Exchange 2003 2007 traditional integration with performance improvement Bridged access to Exchange 2007 In this mode the AltiGen voice mail will provide an optio...

Page 16: ...king An administrator can block the display of the account code table in client applications Users can be prevented from seeing account codes they don t need to see The configuration is located in Extension Configuration General tab New and Heard Voicemails Announced Heard voicemails are announced as well as new and saved voicemails when users access voicemail TAPI 3 1 Supported for Windows VISTA ...

Page 17: ... Server OCS integration E 164 support for call history and return calls E 164 number support when dialing from Outlook A department field is displayed in the Directory and Monitor tabs AltiAgent E 164 support for call history and return calls E 164 number support when dialing from Outlook ...

Page 18: ...s can park calls at one station to be picked up at another station Up to 50 calls may be parked at one station simultaneously Calls parked to a group are protected Only group agents or the person who parked the call can pick it up Call Park and Pick Up System users can park calls at the system to be picked up at another station An ID is assigned to the call when parked The user can pick up a parke...

Page 19: ...ion Activity Display and Greeting allows users to select from a set of pre defined or customized activity codes that can be played or displayed when the user is absent A greeting associated with the activity can be recorded and played to the caller The activity is displayed if the caller is a MaxCommunicator AltiAgent or IP phone user Extension Based Feature Profile the system administrator is abl...

Page 20: ...ustom language phrases Up to 9 different sets of language phrase can be configured A language preference tag can be assigned to the extension user or selected by the incoming caller The system plays the specified language when the extension user accesses system features or the external caller reaches a voice mail box Multiple Call Waiting with Personalized Greetings a personal queue that allows us...

Page 21: ...oice Mail System allows user to transfer outside caller into the AltiGen Voice Mail System by pressing FLASH 40 while connected to the caller Transfer Caller to AA allows a user to transfer a call to an AA by pressing FLASH 15 and then the 2 or 3 digit AA number Virtual Extensions an extension that is not associated with a physical port but allows access to the AltiGen Voice Mail System features a...

Page 22: ...ith a maximum of 64 groups workgroup hunt groups paging groups Multiple Workgroup Log In and Log Out lets group members quickly log in and out of multiple groups 54 and 56 Picking Transferring Calls from Group Queue enables an extension to pick any call in queue using AltiAgent or AltiConsole AltiSupervisor is also able to transfer a workgroup queued call to any extension workgroup AA voicemail or...

Page 23: ...ng calls to an alternate destination when the queue reaches one of the following conditions Calls in queue exceed defined limit Longest queue time exceeds defined limit Specified percentage of calls in queue with queue time longer than defined service level threshold Workgroup activity data logging in addition to CDR data the following data are logged to a database during workgroup operation Agent...

Page 24: ...se the name directory to find an extension number Mailbox Access allows employee to log into voice mail box from AA when calling in from outside Multiple AA Support allows up to 255 auto attendants Name Directory Service allows callers to hear a list of employees and their extension numbers Programmable Time Out Handling allows the administrator to select the action the system should take if there...

Page 25: ...ress 0 while listening to an extension s greeting The 0 can be configured by the administrator to forward the user to operator or other destinations Priority Delivery allows caller to set the priority of message delivery such as normal or urgent Private Messaging allows users to leave a private message in their voice mail for the expected caller Reminder Calls are used to remind you of important m...

Page 26: ...Post Office 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 html file Alerting An announcement can be sent to Voice Mail when the e mail server disk is full Apply To Feature applies changes only the field that was changed to multiple extensions trunks...

Page 27: ...rrent VoIP sessions based on its Internet or intranet bandwidth This feature is to ensure that voice quality will not be impacted if too many VoIP sessions are connected at the same time Codec Profile Multiple codec profiles with different settings can be created and applied to different locations Each profile can have a different codec jitter buffer and packet length to accommodate different IP c...

Page 28: ...e configurable SIP Trunk Support MAXCS enables AltiGen s system to connect to IP based trunking service providers via SIP SIP NAT Traversal Allows MAXCS to connect to a remote SIP phone or IPTalk behind NAT without changing the NAT setting at the remote location Support for RFC 2833 DTMF payload embedded with RTP Supported in SIP trunks only This feature helps to resolve DTMF tone detection and re...

Page 29: ...DID number and route the call Global Extension Appearance With proper configuration the IP phone user can see the following information for a global extension in the VoIP domain line state idle busy ring error extension status DND and activity presence This information can be displayed in MaxCommunicator AltiAgent AltiConsole and on the IP phone Limitation For display only user cannot answer calls...

Page 30: ...schedule backup delete and query recorded files SDK Tool Kit offers a complete set of tools including APIs documentation and sample programs to enable a developer to begin programming rapidly and efficiently It includes a self installing CD ROM containing AltiGen SDK software Session based licensing is required for both Basic API and APC API interfaces Capacities Capacities for an All in One Singl...

Page 31: ... 1 Overview MAXCS ACM 6 0 Administration Manual 19 Maximum active login agents per workgroup 256 Total configured agents per system including all workgroups 1280 Total agents seats License Head per system 512 ...

Page 32: ...Chapter 1 Overview 20 MAXCS ACM 6 0 Administration Manual ...

Page 33: ...ents This section lists the system requirements for MAX Communication Server ACM 6 0 Supported Operating Systems The following operating systems are supported in MAXCS 6 0 For the MAXCS 6 0 Server Windows Server 2003 with SP2 Windows XP Professional with SP2 Office1 and MAX1000 R only Windows XP Embedded MAX1000 only For MaxAdministrator 6 0 Windows Server 2003 with SP2 Windows XP Professional wit...

Page 34: ...tiGen 6 0 systems Number of Triton boards per system CPU Type Available Memory Hard Disk Controller Power Supply 5V Require ment 12 V Require ment 1 3 1 2 GHz Celeron M 512 MB IDE RAID Single 300W 15A 6A or better 4 6 1 2 GHz Celeron M 512 MB IDE RAID Single 400W or Dual 400W load sharing recommended 20A 16A 7 15 3 0 GHz Pentium IV 1 GB IDE RAID Dual 400W with load sharing required 40A 20A License...

Page 35: ... 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 Seat Per concurrent login Single agent logged into multiple WGs will only take one license License Type License Model HMCP Media Server License Available resources in the system HMCP G 711 G 723 G 729 Voice Processing Res...

Page 36: ...llel port of the server that MAXCS is running on By special order your 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 CD ROM into the CD ROM drive of the server and follow the instructions on the install screens At the third screen select a setup type All in...

Page 37: ...and Call Handling System Management Configuration and Directory Phrases and Prompts System Custom Personal Feature Server Voice Mail Server Multi Site Enterprise Manager Call Center Feature Server CTI Server Exchange Integration Server CDR Server HMCP Media Server If you have a small to medium scale system no more than about 200 extensions you can choose to install Softswitch and HMCP Media Server...

Page 38: ... the AltiGen Dealer Web Site at https dealer altigen com Installing MaxAdmin on a Network Client MaxAdministrator can be installed on a client workstation providing the ability to manage the MAXCS server remotely The system running MaxAdministrator and the MAXCS server must be on the same Windows domain When you install MaxAdmin on a machine that is not a MAXCS server it does not contain the switc...

Page 39: ...ing to MAXCS Make sure your system key is fully inserted into your parallel or USB port prior to installing MAXCS If error persists reboot the system then run setup again Setup has not detected your system key If you proceed the installation WITHOUT the system key only 8 physical ports will be available for use after the MAXCS installation Make sure your system key is fully inserted into your para...

Page 40: ...28 MAXCS ACM 6 0 Administration Manual Failed to upgrade AltiServ databases The previous database may be corrupted Restore the last known working database and try again If error persists contact your Authorized AltiGen Dealer Error Message Solution ...

Page 41: ...stem log in to MaxAdmin 1 From the Windows Start menu select All Programs Max Communication Server ACM MaxAdministrator 6 0 The Select Server dialog box appears 2 Enter the name or IP address of the MAXCS ACC or MAXCS ACM server and click OK MaxAdmin opens 3 To log in to MaxAdmin click the Login button the left most button on the toolbar or select Services Login You ll be prompted to enter the pas...

Page 42: ... small To adjust change the Active Title font in Windows XP to Tahoma or other font or change the Window theme to Windows Classic The Main Menu These are the menus and the functions found under each menu Services Log in and log out change password utilities system data management and convert work hunt group shut down all services and exit System Opens windows where you can configure system setting...

Page 43: ...rs from a license type View Lets you show hide and set default alignment of the view windows the toolbar and the status bar Opens the CT Proxy Monitor Help Opens the Help window and shows the MAXCS and MaxAdministrator version Quick Access Toolbar Toolbar buttons give you quick access to frequently used functions Figure 2 MaxAdmin quick access toolbar From left to right the toolbar buttons serve t...

Page 44: ...ail reporting log the status of the operator and current date and time The View Windows The MaxAdmin main window hosts a number of child windows that provide various views into the internal system real time status Boards View Window The Boards window displays the hardware board types and their logical and physical IDs For each installed board it displays The board s logical ID the sequential ID of...

Page 45: ...n the extension 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 0005 the card logical ID is 1 and the port number is 5 If an IP Extension is logged on the location will show the IP address The Reset button resets the selected extension to the idle status ...

Page 46: ...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 service or the call was connected prior to MaxAdmin being launched You can double click any trunk location to open the Trunk Configuration window for the selected trunk The Reset button resets the selected trunk s to the idle status if the trunk i...

Page 47: ...dow 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 workgroup Available the number of logged in agents who are available to receive workgroup calls DND the number of logged in agents who are unavailable with the Do Not Disturb status Wrapup the number ...

Page 48: ...ains 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 channel s home gateway IP Resource the Triton VoIP logical board ID internal DSP channel ID Codecs Capability the codecs the IP channel can use Active Codec the codec currently being used Used By the exte...

Page 49: ...00 00 to 00 09 Number of members currently participating in a conference using each bridge Note Each system can have only one 30 party MeetMe conference board Setting the Refresh Interval The Current Resource Statistics window is updated according to the Refresh Interval configuration By default the Refresh Interval is set to refresh the data in the window every 5 seconds To change the refresh int...

Page 50: ... you need to shut down the phone system do one of the following From MaxAdmin select Services Shut Down All Services From Windows select Start All Programs MAX Communication Server ACM Utilities Start and Stop All AltiGen Services and click the Shutdown All AltiGen Services button This stops the MAXCS system services including the MaxAdministrator application itself When you re open MaxAdmin the s...

Page 51: ...Lets you view some gateway settings and board information and change the ID and password of a gateway See Media Server Gateway Configuration Tool on page 75 Available under Utilities MAXCS ACC ACM Backup and Restore Backs up your configurations and extension voice mail See Backup and Restore Utility on page 384 MaxAdmin and Extension Security Checker Checks the security status of every extension i...

Page 52: ...Chapter 3 Getting Around MaxAdministrator 40 MAXCS ACM 6 0 Administration Manual ...

Page 53: ...e ring conference call and system call park options Number Plan how the system responds to each first digit dialed Business Hours used by system functions Holiday how calls are routed on designated holidays System Speed speed dial numbers that can be used by all extension users Call Restriction prefixes to block toll call prefixes and call control Account Code tables for creating and removing acco...

Page 54: ...ptions Parameter Description System ID Assign a number 1 100 to the system This ID will be used to differentiate call records if multiple systems are writing call records to a 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 multi site VoIP domain each System ID Server ID must be un...

Page 55: ...nce calls will end when all internal lines have disconnected from the conference bridge Not selected the conference connection can continue between outside parties even after all internal parties have disconnected System Main Number The main system telephone number which is sent to the pager s display when a user s messaging options are configured to call a pager This number will be used by a PRI ...

Page 56: ... following applications Trunk incall routing DNIS incall routing Auto Attendant Call Supervision Check the check box to allow supervisors to monitor barge in on coach and record an agent s non workgroup calls Notes If this check box is checked the supervisor can listen barge in on coach and record an agent s conversation regardless of the agent s login status Supervisor extension does not have to ...

Page 57: ...nfigured 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 extensions and you have set up extensions beginning with that digit you cannot change the digit assignment without first deleting all affected extensions For example if 7 is assigned to Extension and you re ...

Page 58: ...ion 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 processing To set up a dialed digit translator entry check the Enable checkbox and click the Setup key This opens a dialog box where you can select First Digit Translator or Extension Dialed Digit Trans...

Page 59: ...the 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 Note This feature is for internal extension users only It does not support dialing out from voice mail Improper configuration may cause conflict with the system numbering plan Be sure to fully test any...

Page 60: ...location 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 entry 1 Select Extension Dialed Digit Translator from the Select Digit Translator drop down list 2 In the Extensions Group field use the Add button to create and select an extension group that the Ex...

Page 61: ... PSTN trunk line to dial an outside number 9 is the default trunk access code If you have a more complicated dialing number and routing plan change 9 to the Route Access code and configure the Outcall Routing table Feature Access By default is set to Feature Access which is used as part of feature access codes In addition you may also set 1 9 or to Feature Access For example if 7 is set to Feature...

Page 62: ...e 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 system A default System Business Hours profile is already configured Multiple Business Hours profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries Route Access The Route Acce...

Page 63: ...but 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 the company does business For example if the company does business Monday Friday check the check boxes for those days AM and PM Schedules For each day of the week select the time periods during which ...

Page 64: ...an 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 profile then click OK 2 To each profile add holidays that will be included in that profile Click the Add button below the Holiday list to create a new holiday 3 In the Add Holiday dialog box that appe...

Page 65: ...iday 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 When you are finished with the dialog box click OK When a new year begins the dates on which holidays fall usually change You can edit the dates for annual holidays making them accurate for the new ...

Page 66: ...ed 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 For example the phone number 914085551212 comprises 9 trunk access code 1 long distance prefix followed by 408 area code and then the seven digit telephone number Valid digits include 0 through 9 and ...

Page 67: ...nd click Delete Note System speed dial is read only from MaxCommunicator and AltiAgent Defining System Call Restrictions The Call Restriction tab contains settings for the following functions Block calls to area codes from all extensions Define local toll free unrestricted area codes Lock an attacked extension Block all outgoing trunk calls Restrict other system users from hopping off to make an o...

Page 68: ...Enter 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 Note A maximum of 20 prefixes can be defined Setting Unrestricted Area Codes To add or remove local call definitions including calls that begin with 1 but are free 800 888 use the Add or Delete butt...

Page 69: ...ake 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 restrictions as the ones set up for an extension Using the Call restriction follows extension drop down list you can select the extension with the restrictions to use for the hop off calls Setting 10 Digit...

Page 70: ... 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 or Shift click Click Apply to save your changes and OK to save and close the window You can now set options for each extension that determine whether account codes must be entered or can be bypassed...

Page 71: ...Configuration 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 another Internal Log Service To manage the internal CDR database 1 Make sure the Internal Log Service check box is checked 2 In the Internal Database Configuration field use the up down arrows to se...

Page 72: ...u use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs and use a restore utility to restore the database If you need to reconstruct the SQL server run the External Logger Setup to create an empty calldb database before restore To set up and enable external CDR login service to the local or network drive click the Add button A dialog box appears Figure 13 Add External...

Page 73: ...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 The toll prefixes set here should match the dialing plan prefixes for the country set in the General tab see Setting General Parameters on page 42 You can set the following toll call prefixes Domesti...

Page 74: ...tlook 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 character of the pattern can be a digit from 0 to 9 It can also be a range of digits for example 0 3 If it is a question mark it is equivalent to 0 9 When return calls are made these rules are followed Wh...

Page 75: ...nual 63 System default beginning and update prompts for callers in queue Overhead paging To access the Audio Peripheral configuration window select System System Configuration then click the Audio Peripheral tab Figure 16 System Configuration Audio Peripheral tab ...

Page 76: ...usic on hold file is a wav file called MusicOnWaiting wav The file is located in the C PostOffice phrases Music folder You can replace the file with a wav file or an AltiGen PCM file The wav file must be in 8 kHz 8 bit Mono u Law format Any optional music on hold files included with MAXCS are in that format You can convert your own wav files to this format using Microsoft Windows Sound Recorder No...

Page 77: ...y all hunt groups and workgroups as the default system queue phrase However these settings will be overridden by the workgroup s queue management phrase setting Configuring Overhead Paging To configure overhead paging 1 Connect overhead paging equipment to the audio out jack on a Triton telephony board 2 On the System Configuration Audio Peripheral tab select Enable Overhead Paging Use the drop do...

Page 78: ...s follows 1 System Default 2 Personal 3 Meeting 4 Away From Desk 5 Business Travel 6 Personal Time Off The remaining three activity codes 7 8 9 are not assigned and can be customized by the administrator To customize an activity code click on the activity code and click Edit In the Edit Activity dialog box enter name of the Activity and click OK ...

Page 79: ...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 Options Making Calls 34 Dial by Name 35 Station Privilege Override 93 Intercom Answering Calls 29 Individual Call Pickup 30 System Call Pickup 31 Personal Call Park 41 System Call Park 51 Line Park Pickup 81 Hands Free Mode 82 Dial Tone Disab...

Page 80: ...ars where you can type in a Name for the feature profile Figure 18 Add Feature Profile dialog box Note When adding a feature profile the system will automatically assign the lowest available number Select the check boxes for the MAXCS feature codes that you want to be associated with this feature profile then click Apply After the System Administrator creates a Feature Profile the Feature Profile ...

Page 81: ...assis 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 and make them function as a unified system Multiple AltiGen servers can be configured as gateways Each gateway is controlled by the MAXCS software The following diagrams show several Multi Gateway Soft...

Page 82: ...k delay and latency may cause synchronization signal failure between MAXCS and the gateway Note An AltiGen Gateway license is required to set up a gateway Managing Gateways Whether you are using multiple gateways or one gateway you will perform gateway management functions in the Media Server Gateway Management window The Media Server Gateway Management window lists each gateway in your system its...

Page 83: ...a Server Gateway Management Figure 4 Media Server Gateway Management window Setting Parameters To read or set parameters for a specific gateway first select the gateway in the All Gateways list After making changes to a gateway click Apply before selecting another gateway When you are finished with the window click Close Parameter Description All Gateways Lists all gateways that have been added us...

Page 84: ...ting Home IP Exts The number of IP extensions that have been assigned to the selected gateway in the Extension Configuration window Read only field This information will help you configure sufficient resources for IP phones on each gateway Enable Media Server on Softswitch On an AltiGen certified server you can run the Softswitch and Media Server in the same machine You must have a Media Server li...

Page 85: ...ssword for this gateway The password is used for access to the Media Server Gateway Configuration Tool for the gateway Set CT Bus Clock This parameter determines which telephony board will provide the clock signal for the TDM bus If you don t have multiple T1 or E1 boards in a gateway the default Auto setting is recommended The system will find the appropriate board to supply the clock If you have...

Page 86: ...y to detach a gateway when call activity in the system is low If resources are being used in one of the gateways ongoing calls may be dropped To detach a gateway from the MAXCS system 1 Select the gateway you want to detach 2 Click the Detach button You are asked for confirmation 3 Click Yes to confirm A message appears telling you that the detachment was successful and the Status field of the gat...

Page 87: ...og in dialog box Enter the IP address and password of the gateway you want to check on and click OK The Media Server Gateway Configuration Tool looks like this Figure 6 Media Server Gateway Configuration Tool The window displays gateway settings product version and a board view for the gateway showing each board s name and serial number The settings Parameter Description Gateway IP Address The IP ...

Page 88: ...0 Administration Manual Status The status of the gateway active disconnected initializing resetting failed Current Softswitch IP Address The IP address of the machine running MAXCS Product Version The software version of the gateway service Parameter Description ...

Page 89: ...an 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 Messaging Server To access the Voice Mail Configuration window do one of the following Select System Voice Mail Configuration Use the drop down list beside the System button and select Voice Mail Config...

Page 90: ...ation You can set the retry setting for the notification as follows Parameter Description Maximum Retry Count Can be between 0 and 16 This is the number of times the system will try to deliver a voice message notification after the original attempt For example 5 retries means five tries after the original or 6 total attempts Retry Interval in Minutes The number of minutes between retry attempts Fi...

Page 91: ...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 deleted and the user then has the option to either keep or delete the messages By default this feature is enabled Note If this feature is disabled saved messages are deleted automatically without warning...

Page 92: ... are deleted from one server they are automatically deleted from the other server as well This is what AltiGen s previous 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 Through bridged access integration via a SIP connection AltiGen s voice mail will provide an option to the user to directly...

Page 93: ... Exchange 2007 VM box When VM files are heard marked saved or deleted from Exchange Outlook the VM attribute will be changed in AltiGen VM storage When VM files are heard marked saved or deleted from MaxCommunicator the VM attribute will be changed in Exchange 2007 accordingly Personal options usually invoked by pressing 4 on the AltiGen VM menu can now be invoked by pressing 14 when Native VM Int...

Page 94: ...e phone sets or the MaxCommunicator or AltiAgent user applications To configure distribution lists select System Voice Mail Configuration then click the Voice Mail Distribution List tab Figure 2 Voice Mail Configuration Voice Mail Distribution List tab Postmaster Ext This field defines the extension that will be assigned as a Postmaster Extension When the e mail system receives an e mail with an i...

Page 95: ...e extensions are displayed in the Non Member box 2 To give the list a name or change the existing name type a descriptive name into the Name box 3 To add a member select the name s in the Non Member list and click the Add button to move it to the Member list To remove a member select the name s in the Member list and click the Remove button to move it to the Non Member list You can select multiple...

Page 96: ...Chapter 6 Voice Mail Configuration 84 MAXCS ACM 6 0 Administration Manual ...

Page 97: ...to 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 caller input data for example account code ID and so on Data Directed Routing Allows the routing of calls directed by the caller s input digit or text Sets call priority and skill level requirement f...

Page 98: ...xtension 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 Level Auto Attendant ID 120 Phrase 30 Sales Digit Meaning Action 1 Hardware Call Extension Workgroup 310 2 Applications Call Extension Workgroup 320 3 Check Order Status GoTo Item 127 Collect Order 4 Ot...

Page 99: ...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 your target ID from the AA Select window 2 Click the Copy From button 3 From the drop down list choose the AA you want to copy to your selected ID 4 In the pop up box click Yes to complete the copy Cl...

Page 100: ...uide the basic AA configuration Each item is an action point with its ID number and name The top of the tree is a O for Origin A timeout is indicated by a T Any action item can have a Prompt The drop down list displays phrase files located at C Postoffice Phrases LangCustom directory A phrase file can be any file name Note Prior to the 5 1 Release the Phrase directory was under C AltiServ and cust...

Page 101: ...Go to Top Level Go to the top level and repeat action items on the top level Level Go to Specified Item Goes to selected menu item at any level A drop down list appears from which you select the item Call To Ext Group Transfers call to an extension or group number you select in the drop down list Call To Operator Routes the call to the operator the operator is defined in the System Configuration w...

Page 102: ... into the system enter a call back number hang up and wait for the system to call back The system will request the caller to enter an extension and password for authentication The call back number needs to include 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 di...

Page 103: ...rch 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 Display Name Line of the extension configuration needs to be configured as IVR Data Display This feature supports inbound trunk calls only Min Length the minimum length of digits to be collected Max ...

Page 104: ...hearing prompts in another language For information on configuring for a multilingual AA see Multilingual Configuration on page 95 This section covers information 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 default AA greeting at the root menu level Ph...

Page 105: ...y Voices provide professionally recorded prompts as electronic files that can be installed and used on the MAXCS system See the AltiGen web site at www altigen com for more information Click Customer at the top of the page and then click Resources for Creating Professional Voice Prompts AltiGen provides the Voice File Converter utility to convert these files into the proper MAXCS format available ...

Page 106: ...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 for you If you are using a studio other than Worldly Voices use the Voice File Conversion utility This utility converts an audio file recorded at either 8KHz or 11 025KHz in the WAV format to an MAXCS ...

Page 107: ...n 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 800 number you give out to customers in Mexico you can configure MAXCS to direct that 800 number to the Mexico Spanish language prompts or to an extension that uses the corresponding language in its ...

Page 108: ... 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 authorized AltiGen distributor in your country to obtain localized language phrases Storing Language Phrase Packages Additional language phrases system and custom and syntax styles need to be copied to the ...

Page 109: ...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 custom phrase directory LangCustomDir_X as shown in Figure 2 To add a language 1 Click the Add button The Add Language dialog box opens 2 Choose a language from the drop down list The drop down list ...

Page 110: ... 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 Multilingual Support check box The Multilingual Enabled column changes to TRUE 4 In the Language Setting group of fields check the Language Selection Prompt check box 5 Choose the prompt that lets the caller se...

Page 111: ...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 Figure 3 Selecting a language for an extension user In the Language drop down list select the desired language and click OK ...

Page 112: ...orrect 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 Spanish press 3 for Chinese 3 Beside each number select a language from the drop down list that corresponds to the prompt The languages listed are those that you have added to MAXCS on the Language tab of...

Page 113: ...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 in a selected language based on the phone number the caller has dialed To direct specified DNIS calls to a selected language AA or extension 1 Select PBX In Call Routing Configuration DNIS Routing tab 2 Click the A...

Page 114: ... 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 hear the prompt in the language selected previously but when the callee picks up the ONA notification call the callee will hear the prompt in the language according to the extension s language setting 4...

Page 115: ...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 channel on the VoIP board to allow the recording channel to tap into the conversation You need to make sure that the AltiServ that agents belong to and the gateway for a multi chassis installation have ade...

Page 116: ...ing 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 Extension Configuration and Workgroup Configuration respectively To Enable and Configure Centralized Recording 1 Check the Enable Centralized Recording check box 2 Select a Recording Type from the drop ...

Page 117: ...k 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 appropriate check box on the System Configuration General tab For more information see Setting General Parameters on page 42 Using a Remote Shared Directory It is strongly recommended that you use VRManag...

Page 118: ...CM 6 0 Administration Manual Figure 3 Sign up for online storage or connect to a network server link This invokes the Add Network Place Wizard Figure 4 Add Network Place Wizard 3 Click Next You ll see the screen below Figure 5 Add Network Place Wizard ...

Page 119: ...Network Address 5 Type the address of the Web site FTP site or network location in the field for example ServerName sharefolder or use the Browse button to locate the destination path Click View some examples for correct formatting Then click Next The following screen is displayed Figure 7 Add Network Place Wizard Shortcut Name 6 Type in a name for the network place and click Next A confirmation s...

Page 120: ...stration Manual Figure 8 Confirmation screen 7 Click Finish The network place you created should appear on the desktop Figure 9 Network Place Created 8 In the Recording Configuration window use the Browse button to select the network place as the destination folder ...

Page 121: ...Chapter 9 Call Recording Configuration MAXCS ACM 6 0 Administration Manual 109 Figure 10 Recording Configuration Window ...

Page 122: ...Chapter 9 Call Recording Configuration 110 MAXCS ACM 6 0 Administration Manual ...

Page 123: ...und 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 application For more information about SDK please send e mail to sdksupport altigen com Application Extension Setup Note Before you begin make sure a Trunk Control APC SDK Session license is registered...

Page 124: ...d 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 Description field if desired 5 Click OK Application Failover Plan The Application Failover Plan ensures that a call made to the extension will be automatically transferred if the application is not ava...

Page 125: ...the system will announce to the caller that the extension is not available and the call will be dropped Application Information Additional information can be described in the App Information fields If desired enter the appropriate information in the fields for Application Source Spec Doc Location Designed by Implemented by Implementation Date Revision Number and Revision Date Readying the Applicat...

Page 126: ...Chapter 10 Application Extension Configuration 114 MAXCS ACM 6 0 Administration Manual ...

Page 127: ...tation Board page 117 Triton Analog Trunk LS GS and LS Boards page 118 Triton VoIP Board page 119 Triton T1 E1 Boards page 119 Virtual Boards SIP and H323 page 133 Virtual Board HMCP page 134 MAX1000 Board page 141 For information on how to install AltiGen boards refer to the Quick Installation Guide provided with every board package Board attributes and functions are accessible from the Boards wi...

Page 128: ...to open a line configuration dialog box or a trunk configuration dialog box as appropriate To reset the channel select the channel to reset and click the Reset Channel button then click OK Channel Group Info Applicable to T1 E1 and MAX1000 boards only Double click a channel group to open a configuration dialog box To reset a channel group select it and click the Reset Channel Group button Board Co...

Page 129: ...hing and there is no resource board in the system the supervisor will hear an error tone If the supervisor is using an IP phone then Connect Voice Stream to Server should be checked in the Extension Configuration window so that the system can pull the caller and agent s voice stream to the resource board to allow the supervisor to tap into the conversation Using the Triton MeetMe Conference Board ...

Page 130: ... models have the same features regarding LS The LS GS board is required when ground start trunks may be required Double click the board in the Boards window to open the Board Configuration window similar to Figure 2 on page 116 See attribute descriptions below Figure 2 Note the following additional information Double clicking a channel in the Channel Mapping List opens a channel configuration dial...

Page 131: ...ilar to Figure 2 on page 116 See attribute descriptions below Figure 2 Note the following additional information Clicking the Board Configuration button opens a window that displays the board serial number DSP clock and physical and logical IDs The drop down list in the Configure Type field lets you select between a 12 port G 711 G 723 G 729 configuration and a 30 port G 711 configuration Figure 5...

Page 132: ...k a channel in the Channel Mapping List to open a trunk configuration dialog box Double click a channel group to open a configuration window discussed in the following section Clicking the Board Configuration button opens a configuration dialog box that displays the board s serial number DSP clock physical and logical IDs You can configure the board type either T1 or E1 to run T1 CAS T1 PRI or E1 ...

Page 133: ...21 T1 and E1 Configuration Double clicking a channel group for a Triton T1 board in the Channel Group Info pane opens a T1 or E1 Configuration dialog box as in Figure 7 and Figure 8 Figure 7 Triton T1 configuration dialog box Figure 8 Triton E1 configuration dialog box ...

Page 134: ...ck 2 Reset board If this does not work replace board L1 failure No Signal LOS Layer 1 failure physical layer LOS Loss of Analog Signal Check T1 PRI cable and change if necessary If cable is okay CO is not sending any signal Contact CO L1 failure Alarm Indication Signal AIS Layer 1 failure CO sends all 1 s to our T1 E1 AIS Alarm Indicator Signal all ones detected To locate the AIS alarm have the ca...

Page 135: ...ctive or not PRI only L2 Failure Not established Layer 2 failure data link layer the peer to peer link has not established in data link layer CO must activate HDLC link Error Meaning Frame Errors Number of framing bit errors In T1 mode a framing bit error is defined as an incorrect FS bit value The counter is suppressed when framer loses frame alignment OOF Errors The Out Of Frame counter register...

Page 136: ... Inversion is the line coding format in T1 transmission systems whereby successive ones marks are alternately inverted and sent with opposite polarity of the preceding mark B8ZS Binary 8 Zero Substitution sends two violations of the bipolar line encoding technique rather than inserting a one for every seven consecutive zeros For E1 you can set the Line Code to either AMI or HDB3 HDB3 High Density ...

Page 137: ...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 channels on the Triton T1 E1 board Click the Protocol button in the T1 or E1 configuration dialog box see Figure 8 on page 121 to open the Protocol Configuration window shown below The Triton T1 E1 Board can be configured to either CAS or PRI throug...

Page 138: ... all channels on the span to T1 CAS Regular ISDN PRI select this option to indicate 23B D ISDN PRI span and to designate the last channel as the D channel Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not available when E1 CAS is selected Figure 11 E1 PRI Protocol Configuration dialog box top half ...

Page 139: ... span and to designate the 16th channel as the D channel Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not available when T1 CAS is selected Setting the ISDN PRI Switch Mode If you select a Span Type of Regular ISDN PRI in the T1 PRI Configuration Window use the following guidelines to set the ISDN PRI Sw...

Page 140: ...NI 2 PRI Network If you select a Span Type of Regular ISDN PRI in the E1 PRI Configuration Window use the following guidelines to set the ISDN PRI Switch mode E1 PRI Figure 14 E1 PRI Switch Mode The top three 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...

Page 141: ... the six classes of numbers call type that can be sent to a CO 101CCCC Numbers CIC Carrier Identification Codes dialing 011 International Numbers for placing calls outside the U S 1 10 digit Numbers for local and long distance calls that require dialing 1 before the number 10 digit Numbers for local and long distance calls that do not require 1 before dialing 7 digit Numbers for calls placed withi...

Page 142: ... 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 ISDN PRI lines The choices in the list depend on the specific switch and your long distance service provider An example of such service includes AT T Megacom Note If your CO requires specific NSF featu...

Page 143: ...P 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 Calling Numbers in the DID number block However if the numbers are not in the blocks or the digit lengths are mismatched the Carrier might reject the call The PRI Calling Number Setting addresses this is...

Page 144: ...SU 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 line lengths over 75 feet which helps to resolve attenuation issues Troubleshooting T1 E1 Common Symptoms The most common problems when installing T1 CAS or T1 PRI services 1 The service provider misco...

Page 145: ...H323 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 However these channels are only responsible for processing protocol and call control signals They require a media path from a VoIP board or from the IP phone to establish a voice steam so that both ...

Page 146: ...d 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 number of H 323 messages to be sent between two H 323 devices when initiating a call thus reducing the time needed to establish a call There may be a compatibility issue with firewall or NAT devices if y...

Page 147: ...iew 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 AltiGen s Triton telephony board It will cause resource conflict Remove the Triton Resource board and MeetMe conference board from OFFICE systems running as a gateway Station conference MeetMe conferen...

Page 148: ...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 HMCP board for the following resource types 1 Voice Processing Resources VPR 2 Station Conference Members 3 MeetMe Conference Members 4 Agent Supervision Bridges The maximum number of resources that can be assigned to each HMCP virtual board is...

Page 149: ...OS DiffServ byte hex value A0 10100000 signals the network switch and router that RTP packets are Critical To set the value for Diffserv Code Expedited Forwarding DSCP EF you can enter hex value B8 10111000 TTL assignment for IP paging multicasting only The purpose of the TTL Time To Live is to regulate how many hosts the IP paging packets can pass through The TTL value is reduced by one on every ...

Page 150: ...y 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 amount of recording resources fewer than 200 concurrent recording sessions you may deploy a stand alone HMCP Media server as shown below ...

Page 151: ... 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 Media Server IDs The following guidelines may help you make decisions when assigning IP extensions to different Home Media Server IDs Equally divide the IP extensions that require centralized recordi...

Page 152: ... 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 service This will happen atomatically no configuration required and dynamically the resource may come from a different Media server each time that extension requests a media resource ...

Page 153: ...el 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 channel groups for the 4x4xT1 card and two channel groups for the 4x8 When one of the channel groups is selected the Channel Mapping List reflects the selection Double clicking a T1 E1 channel group opens the channel group...

Page 154: ...ss 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 Additional steps are needed to further configure the CAS or PRI protocol in the Protocol Configuration window shown in Figure 9 and Figure 10 For information on adding and removing mobile trunks see Mobile Extension Configuration on page 229 Configuring the Vir...

Page 155: ...riton T1 PRI trunk page 153 Triton analog trunk page 156 This chapter also discusses incoming call routing page 165 and outgoing call blocking page 166 both configurable on tabs in the Trunk Configuration window Trunks Out of Service If none of the trunks are available when an outside call is placed the caller will hear the system prompt All outside lines are busy Please try again later Channel Id...

Page 156: ...uration 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 Selecting Channel Properties from the right click menu in Trunk View bypasses the general Trunk Configuration window to open a trunk properties window specific to the selected trunk ...

Page 157: ...nd the channel of the selected trunk The list on the left shows all the configured trunks The Location format is the same as in the Trunk View window that is Logical Board ID Channel Number The logical board ID is assigned by the system 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 ap...

Page 158: ...de RAC TAC is a quick and easy way to select which trunk s you would like to dial out from especially when you want to reserve trunks for a special dialing purpose For example you can set up TAC 7 and assign that to trunk s These trunks will be reserved exclusively for users who know the TAC 7 Although TAC is easy to use it does have limitations especially when you are located in an area with a co...

Page 159: ...on number defined in the extension configuration E911 CID field to the PSAP via multi frequency signaling The E911 CID is needed to Allow PSAP to identify the caller s information and exact location by matching the Automatic Location Identifier database in PSAP Have the callback number in case the call is disconnected Note Do not select the E911 option for a T1 CAS or PRI trunk T1 CAS cannot trans...

Page 160: ...ir feature code to initiate RLT Please check with your carrier to get the specification If this is a PRI trunk you need to ask your carrier if they support RLT through DTMF Some carriers accept 8 to signal RLT AltiGen PRI trunks currently do not support 2 B channel transfer feature How to signal AltiServ that it is a Centrex transfer If a call is connected to an extension the extension user needs ...

Page 161: ... Option Recording for incoming and outgoing calls is supported for Triton Analog T1 E1 and IP trunks use the drop down list to select Disable or Enable 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 selected Note When you use trunk based recording inboun...

Page 162: ...em 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 dialog box for a SIP tie trunk channel do one of the following If you re in the Trunk Configuration window select a Triton VoIP channel from the trunk channels list then click the Trunk Properties butt...

Page 163: ...lines for each AltiGen certified SIP Trunk service provider can be found in the AltiGen authorized dealer Knowledge Base available from the AltiGen Dealer Web Site SIP Dial Tone service providers need to support the following G 711 G 723 1 G 729 codec RFC 2833 for DTMF tone delivery SIP MD5 authentication with SIP registration If AltiServ is behind NAT verify that your SIP SP can support this conf...

Page 164: ...stration packets to the service provider This can detect if the service provider is up or not up or not Some service providers do not accept SIP Register messages In these cases you can disable sending SIP Register messages from AltiServ by setting the SIP Register Period to 0 Automatic NAT Traversal Leave this box unchecked Enable Channel After all above parameters are entered correctly check thi...

Page 165: ...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 Start default E M Immediate Start Ground Start Loop Start For signaling from one board to another only E M Wink Start is supported Loop Start Ground Start and E M Immediate Start protocols cannot be used for interfa...

Page 166: ...n digits Maximum wait time before time out between two digits Default value is None Do not change this value unless advised Selecting None means the system will only wait for the sequence of digits that are collected within the length of time specified in the Max seconds before the first digit field Incoming sequence Select up to five incoming symbols to collect from the Caller ID or DID digits No...

Page 167: ...be collected The system waits 3 seconds for the first digit to arrive If the symbol is a it continues with the first sequence Otherwise it looks for a match to the first and only symbol in the second sequence the DID DNIS number For the example let s say the system receives the It then waits 1 second between each digit for the next digit until all digits are received The symbol is a delimiter betw...

Page 168: ...from 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 Figure 8 Triton Analog Trunk GS LS Properties window Note that you can use Apply to in this dialog box to apply changes to other trunks of the same type Parameter Description Interface Type Select t...

Page 169: ...sable 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 obtained the last time the Match Impedance button was clicked for that trunk Disable Impedance Match During System Startup Check to disable automatic impedance matching during system startup Caller ID Re...

Page 170: ...energy 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 number if DTMF tones are distorted Last Diagnosis Time The last time the Diagnosis button was clicked Diagnose button Use this button to view the Noise Level Echo Return Loss and Hybrid Echo Return ...

Page 171: ...atch 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 Impedance parameter setting in the main dialog box is changed to the best match selection and the measurement for noise and returned echo is performed with this impedance setting The results of this mea...

Page 172: ...y 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 longitudinal balance The Match Result Button Clicking the Match Result button shows you the result you got the last time you clicked the Match Impedance button for that trunk The following dialog box is displayed Figure 10 Impedance Match Result dialog b...

Page 173: ...e 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 since it may impact the echo canceller performance If the Rx Level measurement is worse than 9dB for example 10 dB you should contact the CO to adjust the line loss to the acceptable range If You Don t Have the Milli Watt Test Number If you don t ha...

Page 174: ...Setting 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 specific phone number is best and set the trunk In Call Routing to the Test Line Loss AA ...

Page 175: ...tion 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 impact the echo canceller performance If the reading is 6 dB to 14 dB for example 12dB no change is needed If the reading is 15 dB to 18dB take the following steps to increase the gain for the Trito...

Page 176: ...Chapter 12 Trunk Configuration 164 MAXCS ACM 6 0 Administration Manual If the reading is worse than 18 dB you should contact your CO to adjust the line loss to the acceptable range ...

Page 177: ...the System Configuration window Business Hours tab Setting Business Hours on page 50 During Business Hours Outside Business Hours Non Workdays Within each of these three time slots you have the following routing options for incoming calls Route to an extension selected in the drop down list Route to an auto attendant number selected in the drop down list Route to a Line Park line selected in the d...

Page 178: ...unk select the trunk in the General tab then click the Out Call Blocking tab in the Trunk Configuration window Figure 15 Trunk Configuration Out Call Blocking tab If you select Trunk allowed for Outside Calls at Any Time call restrictions set in System Configuration Outcall Routing and Extension Configuration still apply to calls made on the trunk If you select Outside Calls Allowed According to T...

Page 179: ...day 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 there is no caller ID match go to the next step 3 Match DNIS number defined in the DNIS Routing table If there is a match and today is a holiday route the call according to the Holiday Profile s routing ...

Page 180: ...n 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 Caller ID Number and a descriptive Caller ID Name then click OK The number and name entries have the following requirements The Caller ID Number field allows only 0 9 hyphen and asterisk For example both ...

Page 181: ...ation see Setting Business Hours on page 50 During Business Hours Outside Business Hours and Non Working Day are defined and selected by Business Hours profile Set Call Priority lets you assign a call priority from 1 9 to the selected caller ID number The highest priority is 1 the lowest priority is 9 Set Call SKLR for workgroup directed calls Lets you assign a skill level requirement from 1 9 to ...

Page 182: ...e 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 name Tech Support To delete an entry select it in the DNIS number list then click Delete Defining DNIS Routing After adding an entry you define it by first selecting it in the list When you select an entry it...

Page 183: ...window see Setting Business Hours on page 50 During Business Hours Outside Business Hours and Non Working Day are defined and selected by the Business Hours profile Set Call Priority lets you assign a call priority from 1 9 to the selected DNIS number The highest priority is 1 the lowest priority is 9 Set Call SKLR for workgroup directed calls Lets you assign a skill level requirement from 1 9 to ...

Page 184: ...Chapter 13 In Call Routing Configuration 172 MAXCS ACM 6 0 Administration Manual ...

Page 185: ...stem Assist system Zoomerang and client application dialing for example MaxCommunicator and AltiAgent For example dialing from MaxCommunicator will carry 11 digits and require the system to remove a digit before making a call to the carrier if it is a 10 digit dialing area Divide trunks with the same characteristics into multiple routes and prioritize them when assigning routes on the Default Rout...

Page 186: ... 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 and configured properly 6 If a dialing pattern will use another system s trunk to hop off you may need to create a VoIP or T1 PRI tie trunk route and configure digit manipulation to indicate which sy...

Page 187: ...anipulation 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 front of the dialed number Delete from Head Remove a string of digits from the beginning of the dialed number Member Trunks Displays the trunks assigned to the selected route The order in which member...

Page 188: ...runks 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 Select the route you want to delete and click the Delete button Setting Default Routes You can set default routes for four types of outgoing calls local long distance international and emergency WARN...

Page 189: ...istance 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 emergency call the administrator wants the system to dial out from local analog trunks first If local analog trunks are busy the system uses the local T1 trunk Working on Dialing Patterns If your sys...

Page 190: ...ttern 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 pattern length and click OK 4 Assign routes to this prefix by selecting routes from the drop down lists in the Route Priority section of the Dialing Pattern tab 5 If this is a restricted number or pattern...

Page 191: ...t 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 first checks to see if the number is blocked for this extension a setting in the Extension Configuration window Restriction tab The system then checks the System Configuration Call Restriction tab settin...

Page 192: ...any 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 1214 or 1972 when dialing a local call Configuration Steps 1 Create a route to include all the T1 channels 2 Apply the route to Default Routes ...

Page 193: ...dd 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 box select Delete from Head and delete 1 digit 5 Apply the 10 digit Dialing route to dialing pattern 1214 and 1972 ...

Page 194: ...e 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 configuration is recommended 1 On the Number Plan tab in the System Configuration window select a digit for route access 2 On the Route Definition tab of the Out Call Routing Configuration window add a r...

Page 195: ...ollowing 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 Dialing Pattern tab should look as follows With this configuration the system will see that all digits have been collected and will send digits to the CO instead of waiting 7 seconds for the dialing to f...

Page 196: ...Chapter 14 Out Call Routing Configuration 184 MAXCS ACM 6 0 Administration Manual ...

Page 197: ...iguration 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 Configuration on page 111 To set up an IP extension see Setting Up IP Extensions on page 215 To set up a mobile extension see Mobile Extension Configuration on page 229 Figure 1 Extension Configuration ...

Page 198: ...icking the Apply To button pops up a list of all extensions to which the change can apply Select the extensions to which you want to apply the change all are selected by default Use the Shift or Ctrl keys to select several extensions The Apply To button is disabled unless a change you made can be applied to other extensions When you use the button to apply changes to multiple extensions it works o...

Page 199: ...termine the Gateway ID Board ID channel number or IP address automatically 5 Depending on the type of extension you re creating take one of the following actions If you re setting a virtual number you re done Click OK If you re setting up a physical extension select an available physical location gateway board and channel for the line then click OK The board ID and the channels the ports are displ...

Page 200: ... transmit the Caller ID based on the following rules If the Transmitted CID is configured the number will be sent If the Transmitted CID is not configured the DID number will be sent if it is a valid 10 digit number If the DID number is not configured or not valid the Area Code and Phone Number entered in the Trunk Configuration window will be sent If the Area Code and Phone Number are not configu...

Page 201: ...e displayed in the extension s Type field next to the extension type Account Code These settings determine how callers use any account codes you have established when making outgoing trunk calls For information on creating account code associations see Creating Account Codes on page 58 Enable Forced Account Code Forces the user to enter an account code Override Allowed Prompts the user to enter an...

Page 202: ...a centralized location defined in System Recording Configuration see To Enable and Configure Centralized Recording on page 104 this option requires either a shared Concurrent Recording Session license or a Dedicated Recording Seat license to be available Record on demand to extension VM Records non workgroup calls on demand which are saved to the extension s voicemail box No license is required fo...

Page 203: ...annel this extension is wired to you can use the Prev and Next buttons to select the correct board and channel number for this physical extension Changing the Location To change the location of a physical extension select the extension number in the list of extensions then click the Prev or Next buttons to change the board and channel settings until the location you want is displayed Like other ch...

Page 204: ...ple Data Message Format for supporting and sending multiple data types such as name and number information Default for US Canada installation DTMF Dual Tone Multi Frequency composed of high and low frequencies for touch tone dialing Message Waiting Signal Type Type of Message Waiting indicator for the phone set None FSK SDMF Frequency Shift Keying Single Data Message Format indicator FSK MDMF Freq...

Page 205: ... Hz that is necessary for the equipment attached to this line 28 default or 20 Line Disconnect Signal The loop current break desired for answering supervision Range 600 1000 ms 1000 ms is default Caller ID Transmission Methods Specifies how Caller ID will be detected CID between 1st and 2nd ring Caller ID is received between first and second ring Most common in US Canada DT AS CID prior to ringing...

Page 206: ...oup Configuration window see Establishing Hunt Group Membership on page 242 Workgroups are created in the Workgroup Configuration window see Establishing Workgroup Membership on page 269 Group members are assigned in those configuration windows as well Once a group is established use the Extension Configuration window Group tab to configure hunt group and workgroup options for an individual agent ...

Page 207: ...al extension 1 Click the group number in the Member list 2 Click the Remove button The group moves to the Not Member list Note You can use Shift click and Ctrl click to select more than one group Setting Wrap up Time You can set the Wrap up Time for the selected physical agent extension This option doesn t appear for a virtual extension or a non agent extension Wrap up time is a system delay betwe...

Page 208: ...s to The agent needs to be in the log in state to be able to pick up a call from the queue Logging Outbound Workgroup Calls You can assign an agent to an outgoing workgroup which is useful for call detail reporting and workgroup statistics All calls made by the agent while logged into the workgroup will be tracked as calls from the workgroup The agent s outgoing workgroup can be assigned to any wo...

Page 209: ... Dial entry then the full number as you would dial it with a maximum of 20 digits per entry For example the phone number 914085551212 comprises 9 trunk access code 1 long distance prefix followed by 408 area code and finally the seven digit telephone number Valid digits include 0 through 9 and comma The comma represents a one second pause Setting the Mailbox Options The Mail Management settings de...

Page 210: ...mailbox does not take messages from the caller Disabling a Mailbox When you disable a mailbox a special greeting is played to announce that this mailbox is not accepting new messages Assign Exchange Integration License If your system is set up to synchronize with an Exchange Server you can select this check box to enable synchronization for voice mails If in the Voice Mail Configuration screen you...

Page 211: ...rded 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 check boxes to turn on or off options for listening to playback of recorded messages These options apply to both new messages and saved messages and they can be applied to multiple extensions using Apply to Parameter D...

Page 212: ...o Setting Message Notification Options The Notification tab of Extension Configuration provides for setting notification options on new incoming e mail as well as voice messages To work with notification settings select the extension number from the Agent Supervisor Extension list then click the Notification tab Parameter Description Max Number of Messages Maximum number of messages stored in the ...

Page 213: ... 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 Only All Voice Messages The system will perform notification under the following conditions Extension s message notification is set to Urgent Voice Messages Only Extension s notification Schedule is set t...

Page 214: ...d 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 made more than a yyy minute call from the extension s voice mail Please verify with the extension user The security notification will be made only once within a call Setting Parameters for Unusual VM...

Page 215: ...hone and Pager options first specify the trunk or route access code 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 using a maximum of 63 digits Custom App when used in conjunction with a third party notification application the Custom App feature enables ...

Page 216: ...it is not configurable for notification to a phone number It means the system will play the announcement immediately after answer supervision is received When notification is configured to a pager the system will transmit DTMF digits as the return phone number the System Main Number as set in the System Configuration General tab after call connection However there are situations when the system ma...

Page 217: ...ervisor Extension list then click the Restriction tab Figure 7 Extension Configuration Restriction tab Note You can use Apply to to apply call restriction settings to one some or all extensions See About the Apply To Button on page 186 for more information on using Apply to Setting Call Restriction Options You can use one of the following options in setting restrictions on an extension or on multi...

Page 218: ...e not allowed if the fourth option is not checked Allow Outside Caller to Make or Return Calls from within VM System when checked an outside caller can dial into the system log in to the extension s voice mail and make or return calls from the voice mail Zoomerang feature International calls are not allowed if the fourth option is not checked Allow Outside Caller to Make or Forward International C...

Page 219: ...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 Calls For direct calls there is a 10 hop limit to call forwarding For example extension 100 forwards to extension 101 101 forwards to 102 102 forwards to 103 and so on through extension 120 A call to extension 100 will be forwarded to 101 which will ...

Page 220: ...e Virtual extension 100 is set to forward all calls to 200 123 Extension 101 makes a call to extension 100 The call is forwarded to 200 If 200 is an extension 3 seconds after extension 200 picks up the call extension 200 should hear DTMF tones 123 If 200 is a hunt group or workgroup with agent 201 and 202 when the agent either 201 or 202 picks up the call after 3 seconds the agent should hear DTMF...

Page 221: ... indicate that a call is waiting This feature must be enabled in order to conference incoming calls Enable Multiple Call Waiting enables a personal queue of multiple calls waiting This allows the user to transfer or park the current call before picking up the next call in queue Enable Live Call Handling This feature is mainly for the system operator It allows callers to stay in the personal queue ...

Page 222: ...ard to Extension or Forward to Line Park is selected Configuring One Number Access One Number Access ONA gives the caller an option to find the extension user when the extension is ring no answer Caller still has the option to leave a voice mail if the system is unable to find the extension user Note Options on the tab are disabled unless One Number Access has been enabled as a No Answer option on...

Page 223: ...f 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 options you set the Verify Caller ID and Forwarding choices and these are discussed below Note You can also enable and set up One Number Access remotely through MaxCommunicator Disabling One Number Access...

Page 224: ...rsonal 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 numbers When ONA is active the system dials the forwarding number s in the order they are displayed on the One Number Access tab The Forwarding Number order does not correspond to the Schedule order You c...

Page 225: ...compliance 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 you place a physical or virtual extension in a Monitor List that extension will show in the client application s Monitor window If you add an extension 1001 for example that belongs to Workgroup A to...

Page 226: ...axCommunicator 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 check box to allow monitoring of the AltiLink Plus trunk events at the selected extension Click the Default button to return the settings to the default the extension can monitor its own calls ...

Page 227: ...tocol 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 connected between two IP phones under normal operation There are some special situations that require you to configure the IP phone to connect its voice stream to the server Please see Setting an IP Ex...

Page 228: ... 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 ID relationship with other types of physical boards in the system displayed on Board View window as SIPSP board SIP Signaling Channel Creates SIP signaling channels for IP Extensions access through S...

Page 229: ...hone 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 channel can be connected from IP phone to IP phone using the IP phone s codec except when the following is true H 323 tie trunk is used SIP trunk is used codecs at two end devices are mismatched extension ...

Page 230: ...ementation 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 Assign Codec to Device Configuring codec profile to a single IP address or a range of IP addresses ...

Page 231: ...u need 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 MultiTech Gateway Application Note in the AltiGen knowledgebase on the AltiGen dealer web site at https dealer altigen com 3 Configure the rest of the IP Extension panel Connect Voice Stream to Server ...

Page 232: ... its network connection it will automatically fall back to a Mobile Extension The mobile extension channel must be specified from the drop down list This feature is only available for an IP Extension with a dynamic IP address Losing network connection can happen in the following cases The user presses 26 to log out from the IP phone The server loses connectivity to the IP phone The IP Extension s ...

Page 233: ... Default Prefer G 723 1 support G 729 setting for your IP extensions For remote IP phone deployment If you do not enter the remote IP phone s IP address into the IP Codec table the system will use the Default Prefer G 723 1 support G 729 setting You can change the Default to Prefer G 729 support G 723 1 if desired To set up the VoIP codec and define IP address ranges see Setting VoIP Codec Profile...

Page 234: ...Chapter 16 Setting Up IP Extensions 222 MAXCS ACM 6 0 Administration Manual ...

Page 235: ...e needs to register Protect the IP phone configuration with a password Prevent the user from changing the configuration from the IP phone Configure the Trunk Access Route Access code Configure the time zone and time format Specify the TFTP server for firmware updates Force the IP phone to reset and download new firmware Configure programmable keys Allow the IP phone to receive workgroup real time ...

Page 236: ... Description General Lets you specify the IP address of the AltiServ system the IP phone is connected to The version of firmware associated with the IP phone is automatically displayed in the Version field To protect the configuration on the IP phone check the Enable Configure Password check box and assign a numerical password When the user presses the Menu button on the IP phone to access the pho...

Page 237: ...t firmware image check the Reset IP Phone and Boot Download check boxes If you only check the Boot Download box the firmware will be downloaded when the IP phone reboots power cycles next time Note Make sure the TFTP server is running and the new firmware 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...

Page 238: ...eters on the General tab go to the tab that corresponds to the phone type and configure the programmable keys plus the Display Workgroup Status field on the Alti IP 600 and IP 705 Programmable key settings are described in the next table Figure 2 IP Phone Configuration window IP 705 tab and IP 710 tab ...

Page 239: ...ined 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 pressing one button For example entering F 321 in programmable key 1 will cause a connected call to be tagged with account code 1 F is for Flash 32 is the extension feature code and in this example ...

Page 240: ...e and Boot Download options cannot be applied to multiple extensions Debug and Display Workgroup Status IP 705 and IP 600 Copy From Button The Copy From button allows you to copy Programmable Key settings from one IP phone extension to another No other settings are carried over Headset Alti IP 600 IP 705 When configured from the drop down list for programmable key 10 Alti IP 600 or programmable ke...

Page 241: ... the property of the trunk interface is changed to simulate an extension A mobile extension user will gain most of the system routing call control voice mail CTI and call center features through the PSTN telephone network A mobile extension includes the following capabilities Call control transfer hold park call pickup conference Call handling single multiple call waiting and queuing RNA routing a...

Page 242: ...orts T1 PRI and analog trunks can be shared for regular incoming and outgoing calls and mobile trunk connections Figure 1 Mobile Extension Diagram An analog trunk can be dedicated to one mobile extension user A PRI trunk can only be shared by all mobile extension users Setting Up a Mobile Extension To set up a Mobile Extension Board 1 In the Boards window double click a Triton board PRI board stro...

Page 243: ...runk Member List from the Not Member List by selecting the channels and clicking the Left Arrow button If PRI span is used only the whole span can be added or removed not individual PRI channels T1 and analog trunks are added or removed individually Note Although a whole PRI span is added if Mobile Trunk Allocation is selected as Shared see Figure 5 on page 234 individual trunks when idle still ca...

Page 244: ...Ext virtual board appears in the Boards window Figure 3 Boards window with virtual MobileExt board displayed 4 Note the logical ID of the MobileExt board In Figure 3 it is 15 To set up a mobile extension 1 Open the Extension Configuration window 2 To assign an extension to a mobile extension port select a virtual extension and change it to a physical extension ...

Page 245: ... Prev button in the Location panel select the MobileExt Logical Board ID and Logical Channel ID for this extension then click Apply The new location is displayed in the Extension View window 4 With the extension selected click the Line Properties button to configure the mobile PSTN number and other options for this mobile extension The ExtensionAnywhere Configuration MobileExt dialog box opens ...

Page 246: ...ct either Shared or Dedicated Shared When selected this mobile extension will share mobile trunk ports with other mobile extension users The system will dynamically allocate a mobile trunk port when the system calls out to this mobile extension number When the mobile extension user calls into the system any mobile trunk port can answer the call verify caller ID and play a dial tone to the mobile e...

Page 247: ...ere is a network error or a mobile extension trunk is not available RNA handling is applied to the caller Therefore it is suggested that you don t check the Set RNA Agent Logout option for the group that contains the mobile extension as an agent Workgroup Configuration Call Handling tab Play Phrase After Answered the system will play the given phrase when the mobile extension user answers the call...

Page 248: ... through PRI panel Choose from Send inbound caller ID or extension 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 AltiServ can tell if the incoming call is a regular trunk call or a mobile extension off hook request Click the Add button in this panel to add a DNIS access num...

Page 249: ...transfer After adjusting the number of mobile extension ports in a mobile extension board MAXCS must be restarted for the changes to take effect Cannot deliver caller name to the Mobile Extension Does not support Message Waiting Indicator on Mobile Extension device Use Message Notification as a work around Since the DTMF key is used for simulating the FLASH signal there is no way to send to the sy...

Page 250: ...Chapter 18 Mobile Extension Configuration 238 MAXCS ACM 6 0 Administration Manual ...

Page 251: ...8 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 hunt group Does not have a real time counter to track hunt group activities for reporting purposes Does not have logout reason code tracking capability Does not have recording capability Does not have...

Page 252: ...city and feature options for hunt group mailboxes Notification preferences and options for voice mail notification Call Handling call forwarding call waiting and call handling preferences and options Queue Management options for setting default or custom phrases used as queue announcements Apply to Button The Huntgroup Configuration window often allows you to apply changes to a particular hunt gro...

Page 253: ...the Number Plan tab of the System Configuration window A valid password cannot be the same as its hunt group number and must be 4 8 digits numbers or letters A Z in length Basic password patterns such as repeated digits 1111 consecutive digit strings 1234 or digits that match the extension Ext 101 using 1012 9101 10101 etc are not recommended The letters map to numbers on a phone for example as fo...

Page 254: ... s VM system This setting regulates making international calls from voice mail and forwarding to an international number Caution Allowing any of these options may increase the potential for toll fraud Make sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call AltiGen recommends that you leave the fourth option unchecked for all hunt...

Page 255: ...Click Remove to move them to the Not Member list Setting Login Status for System Restart Whenever the system is restarted the administrator can use the drop down list at the bottom of the Group Member tab to Keep Login Status all group members retain their original login status for that group prior to restart default setting All Login all group members are automatically logged into the assigned gr...

Page 256: ...erver If your system is set up to synchronize with an Exchange Server you can check the Enable Exchange Message Synchronization check box to enable synchronization for voice mails See Setting E mail Messaging Options on page 81 and Microsoft Exchange Integration on page 353 Setting E mail Options On the Mail Management tab you can set the e mail options for the hunt group E mail Name the hunt grou...

Page 257: ...e 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 AltiGen Voice Mail System messages Announce Time Stamp Before Playback Selected the user hears the timestamp time and date of each message before playback Confirm Callback Number Selected system confirms ...

Page 258: ...or 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 user is not notified with a call regarding newly received messages Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received Urgent Voice Messa...

Page 259: ...he user s pager For the operator assisted paging function the operator phone number and the pager number must be entered in the phone number pager number format For example if the phone number to call the pager operator is 7654321 and the pager number to page the user is 12345678 the notification outcall number that needs to be entered is 7654321 12345678 When the pager operator answers the Messag...

Page 260: ...and set a delay time Default 5 seconds maximum 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 detect DTMF right after the call connection Default is 10 seconds maximum is 30 Note You may need to try a different delay setting to make sure the user return ...

Page 261: ...s 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 mail box when all agents are busy AA forward caller to an auto attendant Extension forward caller to an extension Group forward caller to another group Line Park forward caller to a Line Park group Forwarding All Calls When you do n...

Page 262: ...andling rule Enable No Answer Handling is not available if Intra Group Call Distribution is set to Ring All Available Members To configure this option check the Enable No Answer Handling box Select one of the following forwarding options for no answer call handling Next Group Member ring the next available agent until all available agents are rung If all agents are busy caller will stay in the hun...

Page 263: ...ition calls to the hunt group with this option enabled have higher priority than other hunt group calls Therefore if an agent belongs to multiple huntgroups one of which has this option enabled a call to that hunt group will be distributed before others regardless of its Wait Time in the queue In addition if you check the Enable Single Call Handling for Agent check box the system will not send cal...

Page 264: ...tion or you can set up a custom configuration Figure 6 Huntgroup Configuration Queue Management tab The default audio peripheral setup is discussed in Audio Peripheral Configuration on page 62 Setting a custom configuration in the Queue Management tab involves selecting other available phrases from the drop down lists Depending on how long the caller is in the queue the caller will hear phrases 1 ...

Page 265: ...ssion 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 paged an IP phone in idle state will automatically turn on the speaker play a beep and then play the page When receiving an incoming call during a paging session the IP phone will automatically stop th...

Page 266: ...for 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 following First Name and Last Name of the paging group each with a maximum of 32 characters Password for the paging group The default is the system password set on the Number Plan tab of the System Con...

Page 267: ...s 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 a Paging Group 1 On the Group Member tab of the Paging Group Configuration window click the extension s you want to remove in the Member list 2 Click the Remove button to move them to the Not Member ...

Page 268: ...Chapter 20 Paging Group Configuration 256 MAXCS ACM 6 0 Administration Manual ...

Page 269: ...oup of IP phone users Executive assistance call coverage Night hours call coverage Overflow new workgroup calls to a Line Park Group when the queue length or queue time is too long Implementation details System A total of 99 01 to 99 line IDs can be grouped into different Line Park Groups The default System group cannot be removed One Line Park ID can belong to only one group A Line Park Group can...

Page 270: ...n the Add Line Park dialog box and click OK 3 Select line ID numbers from the Non Member List and click the Add button to add them to the Member List 4 Configure the following Line Park options Park by System Play greeting phrase to caller when parked Select this option to have the system play the greeting phrase you select from the drop down box before playing music on hold Specify whether to pla...

Page 271: ...red by any extension or voice mail If the call is answered and parked the caller will hear a greeting phrase and on hold music Enable Timeout Check this box to specify in seconds when a line park call will time out Use the Timeout option drop down boxes to forward the call to the extension that parked the call alert the extension that parked the call or forward the call to an AA voice mail or an e...

Page 272: ...Chapter 21 Line Park Configuration 260 MAXCS ACM 6 0 Administration Manual ...

Page 273: ...oup 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 registered in the system 256 agents are configured in 10 workgroups but only 128 can be logged in at the same time Each agent belongs to 10 workgroups The system has reached the 1 280 logged in agents limi...

Page 274: ... number 53 Agent Desktop Application AltiAgent Real time workgroup queue and agent statistics display Ability to view and check workgroup voice mail Set Login and Logout Set Ready and Not Ready View and pick up calls in queue Calls in queue alert option Daily performance summary View other agents status View caller s IVR data and User Data Tag memo to a call Supervisor s Phone Operation Listen to ...

Page 275: ...up Error 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 call entering system 1 is the highest priority and 9 is the lowest priority Call priority can be set at DNIS Routing Caller ID Routing IVR Advanced Call Router and SDK If no priority is tagged to ...

Page 276: ...ing workgroups setting their attributes and assigning group members To open the Workgroup Configuration window select Call Center Workgroup Configuration Figure 1 Workgroup Configuration window General tab Overview of Workgroup Configuration Window These are the tabs in the Workgroup Configuration window General create workgroup pilot numbers group descriptions service level threshold and call rec...

Page 277: ...on only those changed attributes that can be applied 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 group number for the workgroup 3 Check the Global group check box if you want the group to be visible to other gateways 4 Click OK Establishing Basic Wo...

Page 278: ...etting 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 to an outside number International calls are not allowed if the fourth option is not checked Allow Outside Caller to Make or Return Calls from within Group s VM System when checked an outside caller ...

Page 279: ...e output to the AltiAgent and AltiSupervisor applications The Service Level Calculations Options button opens the following dialog box Figure 2 Service Level Calculation dialog box In the Method Options section select one of the following TSL Total Call Service Level the service level calculation is TSL Total WG inbound calls within SLT Total WG inbound calls This is the default option ASL Answere...

Page 280: ... page 103 this option requires that either a shared Concurrent Recording Session license is available or that a dedicated Recording Seat license is assigned to each workgroup member configured in Extension Configuration Record on demand to extension VM records calls on demand which are saved to the agent s voicemail box Note When retrieving voice mail as an e mail if the voice mail file has a reco...

Page 281: ... Extension Configuration applies only to non workgroup calls The recording setting at Workgroup Configuration applies only to workgroup calls To allow an agent to record all calls non workgroup and workgroup both recording settings must be enabled When an agent logs in to a workgroup which is also an outbound workgroup all outbound calls will be considered as workgroup calls and recorded according...

Page 282: ...al extensions 3 Click the Add button between the columns to move them to the Member list Note If the workgroup pilot extension is configured to Ring All Available Members the maximum number of members is 20 See Setting Call Handling Options on page 283 for details By default a newly added member has the Skill Level set to 1 4 To change the Skill Level designation for a member double click the memb...

Page 283: ...Now button Setting Login Status for System Restart Whenever the system is restarted the administrator can use the drop down list at the bottom of the Group Member tab to Keep Login Status all group members retain their original login status for that group prior to restart default setting All Login all group members are automatically logged into the assigned group after the system is restarted All ...

Page 284: ...orkgroup Configuration window then click the Business Hours tab Figure 5 Workgroup Configuration Business Hours tab Set the business schedule parameters as follows Parameter Description Business Hour Use the drop down list to select a Business Hours profile to apply to the workgroup profiles are configured in the System Configuration window see Setting Business Hours on page 50 ...

Page 285: ...ration window available from the System menu To an Extension select an extension from the drop down list To a Group select a group from the drop down list To the Operator To an Outside Number if you choose Outside Number select a trunk or route access code to use in the small drop down list on the left and type in the full prefix and phone number To an App Ext when used in conjunction with a third...

Page 286: ...y the caller and set the SKLR number in several places The auto attendant depending on the caller s responses see Configuring Menu Items on page 88 The DNIS number the caller dialed depending on how you have set up your DNIS numbers see Defining DNIS Routing on page 170 The caller ID see Defining Caller ID Routing on page 169 The Advanced Call Router You can define SKLR in each rule entry in the C...

Page 287: ...ber and higher This setting must be configured To further help ensure that a workgroup is handling calls in a timely manner you can specify how many seconds a caller can be in queue before opening the call to agents with the next skill number up or the next skill number down in successive steps To set skill based routing rules 1 In the Workgroup Configuration window Skill Based Routing tab select ...

Page 288: ...gent with skill level 2 or 3 3 To increase coverage of calls check the Enable SKLR Expansion check box This check box is available if you selected the Equal or Lower option or the Equal or Higher option 4 For each level specify the number of seconds a call can be in queue before the system will include the next level of agents in the pool of agents who may handle the call Either use the Up Down ar...

Page 289: ...gents with skill level 7 8 and 9 are able to handle the call 3 If the caller stays in queue for more than 90 seconds the caller s SKLR will be escalated to 1 because all other escalation wait times are set to 0 seconds The call will be distributed to any idle agent in the workgroup Setting Workgroup Mail Management The Mail Management settings define how voice messages are handled for a workgroup ...

Page 290: ...M Integration with Exchange 2007 option this check box is checked by default whether the selected mailbox is found in the Exchange or not To disable the selected extension s mailbox check Disable Mailbox See Setting E mail Messaging Options on page 81 and Microsoft Exchange Integration on page 353 Setting E mail Options On the Mail Management tab you can set the e mail options for the workgroup E ...

Page 291: ...e workgroups using Apply to Parameter Description Announce Message Sender Before Playback Selected the user hears the name of the message sender internal sender only before listening to recorded AltiGen Voice Mail System messages Announce Time Stamp Before Playback Selected the user hears the timestamp time and date of each message before playback Confirm Callback Number Selected system confirms t...

Page 292: ...ull prefix and phone number Voice Mail Access Option To allow agents of a workgroup to access the group s voice mail in AltiAgent AltiAgent s WG VM tab select the group and check Enable agents to access voice mailbox of workgroup Setting Message Notification Options To set notification options on new incoming e mail and voice messages click the Notification tab in the Workgroup Configuration windo...

Page 293: ... 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 using a maximum of 63 digits Custom App when used in conjunction with a third party notification application the Custom App feature enables an extension to connect to an application that can receive the noti...

Page 294: ...it is not configurable for notification to a phone number It means the system will play the announcement immediately after answer supervision is received When notification is configured to a pager the system will transmit DTMF digits as the return phone number the System Main Number as set in the System Configuration General tab after call connection However there are situations when the system ma...

Page 295: ... Figure 10 Workgroup Configuration Call Handling tab Handling Busy Calls You have several options for handling calls when the workgroup extension is busy If you do not enable busy call handling the caller simply hears a busy signal To enable the options select the Enable Busy Call Handling check box then select from the following forwarding options Group Queue The caller will stay in the workgroup...

Page 296: ... to which the third party application is connected Contact your local AltiGen dealer for more information on using this feature To Line Park if configured select a Line Park group from the drop down list Handling Unanswered Calls The Enable No Answer Handling configuration provides options for handling calls when the system rings the first available agent and the call is not answered If all agents...

Page 297: ...r example if there are three member extensions in a workgroup the call is always sent to the first member configured in the workgroup If this member is busy the call goes to the second member configured and so forth Ring Next Available Member a round robin method that attempts to evenly distribute calls among the group members This method sends the call to the next member configured in a workgroup...

Page 298: ...the shortest talk time Note Average talk time is calculated as follows Average Talk Time ATT Total Inbound Talk Time Total Inbound Calls Answered The agent calculated with the lowest value for ATT is rung first Skill Based Routing the call will be routed according to the SKLR setting and skill based routing rules set up on the Skill Based Routing tab in the Workgroup Configuration window see Setti...

Page 299: ...tiple workgroups the system will consider the following factors Caller s priority Agent s skill level Caller s SKLR Caller s wait time in queue Configuration Guidelines Assuming an agent is assigned with different skill levels for different workgroups and call priority is the same for all calls you can increase the skill weight to 9 and reduce the priority weight to 1 to better match an agent s sk...

Page 300: ...ents queue overflow routing and quit queue options Options become enabled depending on the Queuing Control selected Basic Advanced and Application Extension Figure 11 Workgroup Configuration Queue Management tab Basic Queue Control When Basic is selected in the Queuing Control field the following queue management options are available Setting Queue Phrase Options For each workgroup you can either ...

Page 301: ...ed Expected Queue Time announcement during sampling period The expected queue time counter is reset for all workgroups daily at midnight Initial Sample Call Count 1 to 100 How many calls you would like to use as initial samples Initial Expected Wait Queue Time 1 to 10 minutes This field defines the expected queue time to be announced during the sampling period Queue Overflow Forwarding The Queue O...

Page 302: ...rding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed App Ext when used in conjunction with a third party notification application this feature enables an extension to connect to an application that can receive the notification event use the drop down list to choose t...

Page 303: ...t Advanced Queue Control To configure options for advanced queuing control click the Setup button This opens the Advanced Queue Management AQM application configuration window with tabs for configuring Announcement Menu Selection and Queue Overflow Announcement The Announcement tab allows for configuration of queue announcements Figure 13 Workgroup Configuration Advanced Queue Management Announcem...

Page 304: ...n be made available to callers in queue When a workgroup queue is controlled by the Advanced Queue Management application calls in queue will hear a menu prompt The menu will allow callers to take certain actions based on digit input and callers can also hear one or more phrases associated with the actions Figure 14 Workgroup Configuration Advanced Queue Management Menu Selection tab To set up the...

Page 305: ...me longer than can be between 0 and 200 minutes This is the time that a call must have been waiting in queue for the call to be overflowed Service level lower than can be between 0 and 100 This is the percentage of calls in queue longer than service level threshold Action select from one of the following options Overflow existing call in the queue to first in first out Overflow new incoming calls ...

Page 306: ... Workgroup Configuration Queue Management tab Application Extension Queue Control 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 logout reasons are required the system requests a reason at logout from the phone set and from the Agent application The Agent Logou...

Page 307: ...gout Reason Configuration window To require logout reasons check the Logout reason code required check box If you don t want to require reason codes deselect the check box To define reason codes type the associated reason into the text box next to the code you want to associate with the reason ...

Page 308: ...Chapter 22 Workgroup Configuration 296 MAXCS ACM 6 0 Administration Manual ...

Page 309: ...s 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 resources do not exceed 30 For the MAX1000 system the reserved resources cannot exceed 12 and up to two meetings can be held at the same time If Gateway Expansion HMCP are used all the MeetMe resourc...

Page 310: ...gs 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 the extension of a person to whom you want to give Admin privileges for MeetMe Conference That person will see all scheduled meetings in their client application can manage the meetings and can modify...

Page 311: ...at 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 perform a function on it for example to start or stop the meeting You can select one meeting at a time Functions can also be performed on an existing meeting by right clicking the meeting and selectin...

Page 312: ...te buttons The Create Meeting dialog box opens The following parameters apply to all meetings Parameter Description ID The conference ID is created by the system Scheduler The name of the person scheduling the meeting Schedule Time The time the Create Meeting dialog box was opened to create this meeting Subject Identifies the subject or type of meeting What you enter here should be easily identifi...

Page 313: ... select Now If the meeting is to begin at another time select On Date and enter a date and start time To select a date click the Calendar button To select a start time click the Down arrow and use the slide bar Host Select the extension number of the host of this meeting The host can start and stop the meeting and can mute and drop meeting members Frequency Select the frequency of this meeting fro...

Page 314: ... 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 meeting is to occur or select End by and click the Calendar button to specify a date at which the meetings will cease Monthly Meeting If you select Monthly from the Schedule drop down list these are your...

Page 315: ...dar 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 date by which the meetings will cease E mailing a Meeting Invitation In the MeetMe Conference window click the button to see an automatically generated meeting invitation It will look something like thi...

Page 316: ...to the invitation when MeetMe Conference pastes it into Outlook Starting and Stopping a Meeting The meeting host and the MaxAdmin altiadmin can start and stop a meeting To start a meeting select the meeting in the MeetMe Conference window and choose Start Once the meeting is started the host can log into it described in the following section To stop a meeting before its scheduled duration is over ...

Page 317: ...ng 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 the meeting has not yet been started the user hears an appropriate message and can try again later If a passcode is required the user is prompted to enter the passcode ...

Page 318: ...Chapter 23 Managing and Using MeetMe Conference 306 MAXCS ACM 6 0 Administration Manual ...

Page 319: ...nes when using MAX Communication Server s VoIP features ISP Intranet Quality of Service QoS If you subscribe to the public IP network or use your own Intranet make sure the maximum network delay is less than 100 milliseconds Also the typical packet loss rate should be less than 1 percent WAN Bandwidth The following table lists bandwidth requirements for various transmission media with different co...

Page 320: ... for more information on setting up this configuration Firewall Configuration Please note the following important guidelines when working with a firewall on your network If a firewall is used to protect your network access security reconfigure the firewall to open up TCP and UDP ports to the IP system s IP address The relevant ports are listed in Appendix C Network Ports on page 419 This allows IP...

Page 321: ... behind NAT Network Address Translation and communication to AltiGen IP phones IPTalk or another AltiServ is over WAN AltiGen SIP phones support NAT traversal which does not require special settings on the NAT router at the remote site Due to H 323 SIP protocol which puts the IP address information in the TCP IP payload the NAT router requires some H 323 protocol and SIP protocol implementation to...

Page 322: ...Internet via Router 2 Router 2 can also sit behind a DSL Cable Modem Setup For the Corporate LAN MAXCS MAXCS is installed private IP address 192 168 1 2 The public IP address of Router 2 should be 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 1 Router 1 is a NAT router You need to set...

Page 323: ...ivate networks the corporate LAN and branch office LAN The VPN tunnel connects the two private networks such that the two networks access each other with a private IP address In the corporate network MAXCS is installed on a host with private 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 VP...

Page 324: ... transmission An easy example for a VPN resolution is with the Linksys EtherFast VPN router1 Router 1 and Router 2 are routers supporting VPN When configuring these VPN routers the following information is needed Also please refer to the Router s User Guide for more detailed information Router 1 s Setting 1 Linksys is for reference only AltiGen has not certified this product or any other router at...

Page 325: ...an 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 in this local private network through the VPN tunnel Subnet IP 192 168 1 0 Corporate Network Subnet Mask 255 255 255 0 Remote Security Gateway specifies the public IP address of the corporate VPN enab...

Page 326: ...Chapter 24 Network Configuration Guidelines for VoIP 314 MAXCS ACM 6 0 Administration Manual ...

Page 327: ...t 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 intranet data pipe NAT Support configure VoIP NAT traversal when the server is behind NAT using a private IP address IP Dialing Table define IP dialing digits and codec for VoIP dialing to other Alt...

Page 328: ... 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 whatever codec is being used Transmission Medium In order to travel through the IP network the IP packet is wrapped in another layer by the physical transmission medium The transmission medium such as Ethernet w...

Page 329: ...ollowing 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 Password Login Domain Via Server DomainAdmin Logging in as DomainAdmin gives you rights to change the entire Enterprise Manager configuration Default 22222 You can change the password in Enterprise Manage...

Page 330: ...s message pops up Multisite routing may fail if Route Access Code and IP TrunkAccess Code are not configured Upon successful login Enterprise Manager opens Click a tab to view or configure settings on that tab Information on a tab is related to the selected server Click buttons in the toolbar to perform configuration tasks Click a column heading to sort by that column Change Password Display Serve...

Page 331: ...Button Information tab displays information about the selected site IP Networks tab defines IP networks and the bandwidth information for an MAXCS site Bandwidth usage control for Internet and intranet can be set up here If the bandwidth usage exceeds the maximum setting the call will not be established IP Dialing Table tab defines the IP dialing table for an MAXCS site Specified information here ...

Page 332: ...ength and jitter buffer The codec profile can be assigned to connectivity with a remote server IP phone or other VoIP device By default the following IP address ranges private IP addresses will use G 711 codec 192 168 0 0 to 192 168 255 255 172 16 0 0 to 172 31 255 255 10 0 0 0 to 10 255 255 255 To open a window where you can set or modify codec profiles click the Codec button in the Enterprise Ma...

Page 333: ...ec profile Click the Remove button to remove the selected profile You cannot remove the Default profile Name Name of the codec profile You can modify the name and click Apply The Default profile name cannot be changed Codec There are three options G 711 Prefer G 723 1 support G 729 Prefer G 729 support G 723 1 G 711 provides toll quality digital voice encoding and G 723 G 729 use low rate audio en...

Page 334: ...723 is 30 min to 480 max milliseconds The default values for the jitter buffer for G 729 is 10 min to 480 max milliseconds G 711 RTP Packet Length ms Lets you configure the length of the RTP packets for G 711 in milliseconds The RTP packet length can be set to 10 20 or 30 milliseconds The smaller the packet length the larger the bandwidth required G 729 RTP Packet Length ms Lets you configure the ...

Page 335: ...es and assign a codec to each To add IP addresses and address ranges and assign a codec 1 Click the Add button in the IP Device Range panel The Add IP Device Range dialog box opens 2 Enter an IP address range for dynamic IP addressing or enter the same address in each field if this is a static address You cannot use the minimum and maximum values 0 0 0 0 and 255 255 255 255 3 Click OK If you have ...

Page 336: ...tems for a single server or for member servers in the VoIP domain How many VoIP sessions to allow through Public Pipe How many VoIP sessions to allow through Intranet Pipe NAT support when the server is behind a NAT router The Public Pipe is the WAN connection to the public Internet including IP VPN over WAN The Intranet Pipe is the enterprise WAN connection for example Frame Relay Note The VoIP c...

Page 337: ...is 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 and define the Pipe as Intranet If the AltiGen system and this intranet are behind the same NAT router you need to check the Private Network check box If you have VPN service over public WAN you must e...

Page 338: ...ick 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 check the Enable box 2 Enter the maximum WAN bandwidth you want to allocate to VoIP connections The system will calculate the maximum sessions for each type of codec automatically 3 You can change the ...

Page 339: ...lients 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 your firewall NAT router please consult your firewall NAT router manual or vendor AltiGen Technical Support will not be able to help with this Important If your firewall NAT router supports SIP yo...

Page 340: ...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 sends VoIP packets to the defined public address all packets will be routed to the system s provided IP address by the NAT router Defining the IP Dialing Table The IP Dialing Table is used for creating...

Page 341: ... IP 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 Domain To add an entry to the IP Dialing Table click the Add button below the table The following dialog box opens ...

Page 342: ...is information tells the system how long to wait for another entry before sending the digits Dialing Scheme Overlapping ATGN allows the terminal to omit part of the digits required to complete a call while buffering the remaining digits This results in faster response time but it only works if the other end is also an AltiServ system Enbloc allows the system to buffer all of the digits required to...

Page 343: ... 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 license Creating a Multi site VoIP Domain To create a multi site VoIP domain and designate a system as the domain Master 1 Select VoIP Multi Site Domain Configuration The Enterprise Location Manager wind...

Page 344: ... 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 Manager window will look something like this 4 Click Create domain and join as master A dialog box opens 5 Enter the IP address of this system If this system has multiple IP addresses enter the one that can communicate...

Page 345: ...eclare 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 server to be added to domain check box 4 Enter the name of the VoIP domain that you want this server to be a part of 5 Enter a member key for this server The Member Key is the security password when...

Page 346: ... 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 on page 333 These are the fields in the Global Server Location panel Parameter Description Domain Name The name of the VoIP domain Server ID Length Length is from 1 3 See Changing the Server ID Length ...

Page 347: ...d 027 respectively If you change the length from 3 to 2 the original 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 Important Before you add a server to the domain you need to make sure that the System ID specified in MaxAdmin System Configuration tab is ...

Page 348: ...n If a slave server crashes or for some other reason disconnects and never returns by itself into the domain you will have to manually rejoin it to the VoIP domain 1 Rebuild the slave if necessary 2 In the VoIP Multi Site Domain Configuration window make sure the slave s Server Role is Stand alone and that the domain name is correct 3 The System ID of this slave should be the same as it was before...

Page 349: ...he toolbar to Display all extensions from all VoIP domain member systems extension number name type home server and scope The scope of an extension is discussed in the following section Resolve conflicting extensions and groups to global user or back to local user on the Resolve tab Relocate an extension from one location to another location with optional voice mail on the Resolve tab The General ...

Page 350: ...e installed and used DINA manager to synchronize the extensions you must delete all the virtual extensions that DINA manager created or voice mail will not work correctly with global extensions An extension can call a remote extension when invoking basic features such as an extension to extension call call transfer conference Zoomerang and so on Advanced features such as silent monitoring and barg...

Page 351: ...dow you can only see the extension information You cannot configure any tabs because it is created in another system Conflict Conflict happens when one of the following situations has occurred The same extension number exists as a Global extension in one member system and as a Local extension in other systems The same extension number was created as a Global extension in different systems before t...

Page 352: ...domain This conflict also requires resolution to determine which system will host the Global extension Changing an Extension s Scope from Local to Global If you need to resolve a conflict by making a Local extension into a Global extension follow these steps 1 Select the extension in the User panel and click the Resolve tab 2 Select the server name extension where you would like the Global extensi...

Page 353: ...m Global to Local Situation 1 One Global and no conflict Before you make the change extension 100 s scope is as follows After you change extension 100 to Local the scope of 100 will be Note After you make the change users in Systems B and C cannot dial and ring extension 100 Only System A users can call local extension 100 Situation 2 One or more Global with conflict Before you make the change the...

Page 354: ...e is being used See page 344 Note The check box is available only if a global extension is selected and that extension has no conflict When a global extension extension 1001 in this example is moved from site A to site B this is what happens The following configurations are replicated from site A to site B First Name Last Name Password Extension Number DID Number Dial by Name Disable Mailbox optio...

Page 355: ...e voice mail transferring will not impact the voice quality over IP Note If you do not move the voice mail the VM files will be deleted and cannot be recovered When the user relocates an extension using 27 the voice mail is moved also The user cannot choose whether or not to move the voice mail 4 Click Relocate Notes on Relocating a Global Extension The phone user can start using the voice mail du...

Page 356: ...are stored in the REL database The administrator does not need to change these settings when the user presses 27 to relocate the extension the next time Relocating More Than One Global Extension When more than one global extension is being relocated at the same time and voice mail is also being relocated the voice mail of the extension that was relocated first will be copied over completely to the...

Page 357: ...ent 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 extensions to the department select the extensions and click Add 3 To delete extensions from the Member Extensions list select the extensions and click Remove To remove all member extensions from a depart...

Page 358: ...ollowing 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 enough WAN bandwidth to support system to system and PSTN hop off calls Before you configure Global LCR you need to make sure the following settings are properly configured in MaxAdmin Both systems need t...

Page 359: ...update 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 is still not seeing all the information it should this would be rare click VoIP Refresh Enterprise Configuration Parameter Description Enable Check this check box to enable the configuration E 164 ...

Page 360: ...Chapter 25 Enterprise VoIP Network Management 348 MAXCS ACM 6 0 Administration Manual ...

Page 361: ...Traffic 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 To open the System Summary report window select Report System Summary or click the Summary button on the toolbar Figure 1 System Summary window ...

Page 362: ...e 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 Traffic Statistics window displays IP trunk traffic information for all calls Figure 2 IP Cumulative Traffic Statistics window This window displays the following data Parameter Description Internet ...

Page 363: ...P Cumulative Traffic Statistics by clicking the Reset button Also this window automatically resets all fields to 0 when the MAXCS system is shut down and restarted Statistics gathered before the reset are not saved Packets Lost Number of voice packets that have been lost due to prolonged delays network congestion or routing failure Average Jitter Average length of delay per voice packet in millise...

Page 364: ...Chapter 26 System Report Management 352 MAXCS ACM 6 0 Administration Manual ...

Page 365: ...ation with Exchange 2007 Uses Exchange 2007 as the Native VM Storage for a system wide integration with all the MAXCS extensions that have a Unified Messaging enabled Exchange account This allows users to directly leave voice mails with the Exchange 2007 Unified Messaging system Accessing voice mail is designed to be through the Exchange System You can choose any of the three options while install...

Page 366: ...ferent from the previous version Exchange Server Services must be started Successful ping from Exchange Server to MAXCS and vice versa To verify requirements do the following as necessary 1 To check the Windows version click the Start button select Run type winver in the Run dialog box and click OK This opens an About Windows dialog box that displays the version of Windows running on your system 2...

Page 367: ...ties A Service startup options dialog box opens Figure 2 Service Startup options dialog box c Under Log on as select This account and set DomainName AltiGen_ ServerName as the account In this example it is QA AltiGen_GRAPE d Repeat the previous step but this time check the Log on as account for AltiGen VM Exchange Integration Service 6 To ping the Exchange Server from MAXCS and vice versa ...

Page 368: ... for Exchange 2007 Microsoft Exchange Active Directory Topology Microsoft Exchange Anti spam Update Microsoft Exchange EdgeSync Microsoft Exchange File Distribution Microsoft Exchange IMAP4 Microsoft Exchange Information Store Microsoft Exchange Mail Submission Microsoft Exchange Mailbox Assistants Microsoft Exchange Monitoring Microsoft Exchange POP3 Microsoft Exchange Replication Service Microso...

Page 369: ...TEM If you re using Exchange 2003 open the Exchange Administrator on the Exchange Server and do the following 1 Go to Programs Administrative Tools Active Directory Users and Computers 2 Right click on the Users folder and select New then select User Figure 3 Active Directory Users and Computers Window Exchange 2003 8 Enter the necessary information for the new mailbox user Figure 4 New Object Use...

Page 370: ...n the Exchange Server and do the following Figure 5 Exchange Management Console Exchange 2007 1 Under Recipient Configuration right click Mailbox and click New Mailbox 2 Click Next to select User Mailbox 3 Click Next to select New User 4 In the User Information screen enter the user s first and last names in those fields Figure 6 New Mailbox screen Exchange 2007 5 Enter the first and last name in ...

Page 371: ...t The Mailbox Settings screen appears Figure 7 Mailbox Settings screen Exchange 2007 7 In the Mailbox Settings screen enter the Alias name Click Browse beside the Mailbox Database field and select the MAXCS mailbox location Click Next 8 Click New to create the new user name 9 The completion screen should display that the creation of the new user was successful ...

Page 372: ...nstructions will be different but similar Refer to Exchange 2007 documentation 1 In Exchange 2003 go to Start Programs Microsoft Exchange System Manager In Exchange 2007 go to Start Programs Microsoft Exchange Server 2007 Exchange Management Console Figure 9 Microsoft Exchange Manager Exchange 2003 Figure 5 on page 358 shows the Exchange 2007 Management Console 2 Right click on the desired server ...

Page 373: ... 6 0 Administration Manual 361 Figure 10 Server 2003 Properties window Exchange Manager 3 Go to the Security tab and click Add Figure 11 Server 2003 Properties Security tab 4 This opens a Select Users Computers or Groups window Click the Advanced button ...

Page 374: ...mputers or Groups dialog box 5 In the advanced version of the Select Users Computer or Groups dialog box click Find Now Figure 13 Server Properties Select Users Computers or Groups Advanced dialog box 6 A list of servers appears in the Search Results field at the bottom of the window Find and select the AltiGen server and click OK ...

Page 375: ... Users Computers or Groups Advanced Window Server Properties 7 In the Select Users Computers or Groups Window the AltiGen server you selected will appear in the Object Names field Click OK 8 Go back to the Security tab and in the Permissions for Administrator field click the Allow check box to allow full control for the new user ...

Page 376: ...nd gapi32 dll remain in this folder delete them 2 In MaxAdmin configure the extensions that are to be synchronized with their corresponding mailboxes in Exchange server Note Exchange 2007 Native VM integration uses the extension number and the extension s first and last names to link between MAXCS and Exchange Exchange 2003 2007 synchronization uses only the Extension s first and last names as the...

Page 377: ...onfiguration Mail Management tab make sure that the E mail Name field contains alphanumeric characters only and does not contain other characters such as spaces or periods d On the Mail Management tab select the Enable Exchange Message Synchronization option then click OK Figure 16 Extension Configuration Mail Management tab 3 In Exchange Manager for Exchange 2003 ensure that for each mailbox in M...

Page 378: ...xAdmin select System Voice Mail Configuration 2 On the Messaging tab select the integration option you want Figure 18 Voice Mail Configuration window Exchange Integration panel 3 Enter the IP address or the fully qualified domain name of the Exchange Client Access Server or the Exchange 2007 Unified Messaging Server as appropriate in the space provided and click Apply This completes the configurat...

Page 379: ... be the same message To check Deletion Notification 1 Delete this message from Outlook 2 Wait a couple of minutes and then log on to extension 100 s voice mail from a phone The voice mail should no longer be there If any of these tests fail consult the Troubleshooting Tips section Troubleshooting Tips To check the profile for the service account 1 Log on to the MAXCS system as the AltiGen service ...

Page 380: ...AXCS is installed On this local path Read and Directory Browsing Allowed are both selected In the Application Settings group Scripts and Executables is selected in the Execute Permissions drop down list 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 381: ...of each user needs to be granted to the account of altigen service explicitly You may have to restart the Exchange Server and AltiServ Notes Prevent attempts by the Exchange Administrator Manager to use the existing service account 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...

Page 382: ...tegrations Exchange 2007 1 Create the dial plan in Exchange and make sure the digit length is the same as the extension number length in AltiServ not the digit length in the gateway Go to Organization Configuration Unified Messaging and click New UM Dial Plan 2 After creating the dial plan you need to assign the plan on the server Go to Server Configuration Unified Messaging select the server and ...

Page 383: ...bes your system s dial plan 4 In Recipient Configuration Mailbox right click the user and select Enable Unified Messaging Click Browse and select the dialing plan to be used then click OK to have the selected dialing plan entered in the Unified Messaging Mailbox Policy field 5 Select PIN setting s and click Next 6 In the Extension Configuration screen enter the user s MAXCS extension number in the...

Page 384: ...ge Server This option is not supported in AltiServ Exchange administrators can also disable Exchange users from leaving voice mails and transferring calls 9 In Enterprise Manager IP Dialing Table add an entry and select the protocol as SIP TCP For example In the Exchange Management Console double click the appropriate dial plan and in that plan s Default Policy Properties Dialing Restrictions tab ...

Page 385: ...hat all the voice mails are in wav format Only the G711 audio codec option is supported The following figure shows how to configure the Exchange Unified Messaging for wav based voice mails instead of the WMA default Troubleshooting If users experience a problem making calls to the Exchange 2007 server make sure the MSXML 6 0 Parser has not been deleted from the server Without it the speech engine ...

Page 386: ...Chapter 27 Microsoft Exchange Integration 374 MAXCS ACM 6 0 Administration Manual ...

Page 387: ...ed AltiGen s TAPI implementation has two components TAPI Proxy Server installed on the MAXCS server system TAPI Service Provider installed on the client systems Install TAPI Proxy Server and TAPI Service Provider after physically configuring your MAXCS system The TAPI Service Provider will automatically load the MAXCS configuration If you change the MAXCS configuration after installing TAPI by phy...

Page 388: ... the server Otherwise it won t be able to detect your devices To install AltiGen TAPI Service Provider on the client system 1 On your MAXCS CD ROM open the TAPI Gateway folder 2 Open the Tapi_Client subfolder and run SETUP EXE 3 When prompted enter the Server IP address the client s Extension Number and the client s Password Set Up Phone and Modem Options 1 Go to Start Settings Control Panel Phone...

Page 389: ... 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 button to verify that the client extension is available 7 If you have any type of error Windows will let you know what the possible causes could be There could be a mistake in the Altigen server IP a...

Page 390: ...the 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 started then remove AltiGen TM Communications Service Provider from the Phone and Modem Options dialog box see Figure 2 and then add it back Repeat the verification of the AltiGen server IP extensio...

Page 391: ...a 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 is configured to dial an outside number If this does not work make sure your previous configurations are correct Note Reboot the client system after any configuration changes to make sure the changes...

Page 392: ...Call 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 dialog box select the client extension and click OK This enables the client to call out through Outlook using the client s extension 5 To verify that the call connects click Start Call in the New Call wi...

Page 393: ...hone 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 AltiGen TAPI Configuration dialog box click Extension 6 Enter the extension number and password of an entry you want to remove and click Remove or enter the extension number and password of a new ent...

Page 394: ...Chapter 28 TAPI Integration 382 MAXCS ACM 6 0 Administration Manual ...

Page 395: ...M Backup and Restore Utility MaxAdmin and Extension Security Checker Start and Stop All AltiGen Services Trace Collector Voice File Converter Read Config In addition the Work Hunt Group Converter utility is available from MaxAdmin Services Utilities Work Hunt Group Converter AltiGen Board Test This is an AltiGen hardware test tool for system hang and other hardware related problems It tests the fo...

Page 396: ...Programs MAXCS 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 Utility To back up or restore data select either From MaxAdmin Services Utilities System Data Management or From the Windows Start menu All Programs MAXCS Utilities MAXCS ACC ACM Backup and Restore Figure 1 System Data Management window...

Page 397: ...anced to change the drive or select a different folder Selecting Advanced displays a folder icon Click the folder icon to open a browse dialog box that lets you select the folder to back up to When you click OK in the dialog box the selected drive or directory is displayed in the field below the Backup To drop down list 4 Click OK to start the backup This closes the dialog box In the System Data M...

Page 398: ... can accept the default target directories or you can click the Folder icon to open the Browse for Folder dialog box to select the destination for the backup files Under Backup Selection select the file components you want to back up Configuration files Custom Phrases Extension Messages SP Configuration files 3 Click OK Restoring Backed up Files To restore backed up files 1 Stop the AltiGen switch...

Page 399: ...restore them from the Thursday directory Important Make sure the version you restore the database files from is compatible with the current MAXCS version If incompatible files are restored the phone system will fail to restart 5 Click OK to start the restore process 6 When you are finished restoring backed up files restart the AltiGen switching services MaxAdmin Extension Security Checker MaxAdmin...

Page 400: ...Checking Extension Security Generally an extension is considered secure if its password meets the following conditions Contains 4 8 digits Is different from the extension Is different from the default system password Does not consist of consecutive numbers Does not consist of a repetition of the same digit Number of Admin connections Information on the selected extension Automatically refreshes th...

Page 401: ...ional Click Export to export the data in the Extension List to a text file Note You are advised to run this security check periodically and remind extension users to use secure passwords Status Description Secure Pwd Internal Only Has secure password and cannot make outbound trunk calls Unsecure Pwd Password has unsecure elements described in Unsecure Elements window Outbound capable Can make outb...

Page 402: ...perienced 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 run the Trace Collector tool from the Windows Start menu and also from MaxAdmin s Diagnostic menu Log in with the super technician password jazzy and then the current password when logging into MaxAdmin This enables t...

Page 403: ... 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 time ranges The time range covers before and after the defined Date and Time The default Date and Time is one hour before the current date and time and the default variation is 60 minutes This settin...

Page 404: ... 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 gateway machine this option is hidden Windows Event log Extracts the system and application event log from the Windows system altiserv txt atps cmdlog txt SIPPstnReg txt AltiBack_XXX trc AdvQOverflow lo...

Page 405: ...ge 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 Tech Support FTP site Apply Configurations to 66 Apply time period trace category and storage folder to feature code 66 Trace Collecting Limitations If you run Trace Collector on MAXCS installed mach...

Page 406: ...o 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 directory on the gateway that is running AltiServ If the files are music files they should be placed in the C PostOffice Phrases Music directory A file that you want to use for music on hold must be...

Page 407: ... 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 configuration reading 4 When the status window is complete you can click the View button to view the HTML files showing your configuration Columns across the top of the opening page let you view statistics on different ...

Page 408: ...gs 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 workgroup number To convert select the agent indicated by YES in the Agent field and click the Convert Agent button or double click the agent Non Agent to Agent To convert select the non agent indic...

Page 409: ...nvert select the workgroup indicated in the Type field and click the Convert Group button or double click the workgroup Convert Hunt group to Workgroup A hunt group cannot be converted if it contains at least one non agent You must first change 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 Conf...

Page 410: ...Chapter 29 Tools and Applications 398 MAXCS ACM 6 0 Administration Manual ...

Page 411: ...uble click the board to be configured to open the Board Configuration window b In the Board Configuration window click the Board Configuration button c In the next Board Configuration window select E1 as the configure type and click OK Important When changing from E1 to T1 then back to E1 trunk channel properties and channel group properties will be reset to default values It is important to make ...

Page 412: ...e System Clock Master check box because the CO is a clock provider and the AltiGen system is synchronized to the CO If all configurations are correct the status should be shown as OK as in Figure 1 3 Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window Figure 2 Data Link Layer 4 Select E1 CAS as the Span Type and select the Switch Mode a...

Page 413: ... or 3 for ordinary subscribers refer to Table 1 on page 402 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 sequences select check box and configure the sequence according to Table 1 on page 402 In call signaling configure the in call signaling value acco...

Page 414: ...digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID ...

Page 415: ...or 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Colombia MFC R2 Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to ...

Page 416: ... 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 DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set ...

Page 417: ...set 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 call signaling depend on how many DID digits For 3 digit DID set to 116 K 31 For 4 digit DID set to 1116 K 31 For 5 digit DID set to 11116 K 31 For 6 digit DID set to 111116 K 31 For 7 digit DID set t...

Page 418: ...t to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to ...

Page 419: ...5 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 China MFC R2 Set calling part category 3 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID se...

Page 420: ... 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 DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to...

Page 421: ...git 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 Teléfonos de Mexico Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113...

Page 422: ...t to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to ...

Page 423: ... MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 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 DNI...

Page 424: ...or the physical layer and data link layer 2 In the Board Configuration window double click the channel group to open the Channel Group Configuration dialog box Figure 4 Physical Layer Consult your CO for Frame Type Line Code or Zero Code Suppression Do not check the System Clock Master check box because the CO is a clock pro vider and our system is synchronized to the CO If all configurations are ...

Page 425: ...the Span Type and select the Switch Mode according to your country in the ISDN PRI Setting field and click OK Figure 5 Data Link layer What you should select in the B Channel Maintenance Message drop down list depends on what country you reside in see Table 2 on page 414 ...

Page 426: ...e 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 ETSI Restart Russia ETSI Restart Saudi Arabia ETSI Restart Singapore ETSI Restart South Africa ETSI Restart Spain ETSI Restart Taiwan Bellcore ETSI None Thailand ETSI Restart UK ETSI for DASS II DPNSS ...

Page 427: ...formation provided below identifies the recommended and supported parameters for T1 service When ordering T1 service provide the following service request information Equipment Information PBX Manufacturer AltiGen Communications Inc CSU DSU ADTRAN T1 ACE recommended or other CSU DSU Technical Information for T1 with Voice Signaling Protocol E M Wink Start recommended E M Immediate Start Ground Sta...

Page 428: ...SOC 6 0P AS 2 T1 Channel Assignment Trunk Type In Out or 2 Way recommended Channels Assigned 24 Enter partial channels if you wish to subscribe to both voice and data service Hunting Most Idle Least Idle Ascend Descend DNIS Digits Signal 3 DTMF can be 3 to 10 digits Caller ID Signal DTMF if available Not every service provider provides Caller ID over T1 lines CSU DSU Requirements The CSU channel s...

Page 429: ...r Frame SF D4 Extended Super Frame ESF recommended Line Coding Alternate Mark Inversion AMI B8ZS recommended Physical Termination RJ 48X or RJ 48C Wire 4 wires PRI Channel Assignment D Channels Assignment 24th channel channel ID 23 Note MAXCS can configure any channel in a PRI span to be the D channel The default setting is the last channel Every span should select a D channel within the span Shar...

Page 430: ...ormation 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 48X or RJ 48C Wire 4 wires E1 Channel Assignment Data Channels Assignment 1st channel channel ID 0 Channels Assignment 17th channel channel ID 16 Hunting Most Idle Least Idle Ascend Descend DNIS Digits...

Page 431: ... For a single chassis system X 49152 Y 49152 Total IP codec channels x 2 For a multi chassis system you need to enter multiple ranges Gateway ID 0 X0 49152 Y0 49152 Total IP codec channels in GW0 x 2 Gateway ID 1 X1 49152 512 x 1 For external VoIP connection through a firewall TCP UDP Remote AltiGen IP phone IPTalk to phone service 10032 10064 10060 Remote AltiGen IP phone firmware download TFTP 6...

Page 432: ...the following ports on the remote firewall NAT router To connect the following applications through a firewall TCP UDP AltiConsole 10025 10037 MaxCommunicator AltiAgent IPTalk VM service for MaxCommunicator AltiAgent 10025 10028 10037 MaxCommunicator AltiAgent MeetMe Conference 10040 AltiSupervisor 10025 10027 10037 Client Applications Auto Update 10050 CDR Search 10025 VRManager VRManager may not...

Page 433: ...MAXCS ACM 6 0 Administration Manual 421 UDP 10060 UDP 30 000 31 000 TCP 10064 ...

Page 434: ...422 MAXCS ACM 6 0 Administration Manual ...

Page 435: ...ite at https dealer altigen com Open a case on this site and a Technical Support representative will respond within one business day Call 510 252 9712 and follow the prompts Your call will be answered by one of AltiGen s Technical Support Representatives or routed to the Technical Support Message Center if no one is available to answer your call Technical support hours are 5 00 a m to 5 00 p m PST...

Page 436: ...Gen corporate office with the help of dealers installers and customers AltiTraining s comprehensive curriculum is based on the same format AltiGen uses to train their engineers and dealers Experienced telecommunications professionals teach AltiTraining classes and they bring a wealth of real life experience to every course AltiTraining classes consistently are rated as one of the most valuable and...

Page 437: ...bleshooting 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 AltiTraining web site at www AltiTraining com to register for a class or to get more information You may contact AltiTraining LLC with additional questions E mail info AltiTraining com Phone 877 ALTI TRAIN ...

Page 438: ...426 MAXCS ACM 6 0 Administration Manual ...

Page 439: ...a 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 the number of IP resource channels are not assigned to other applications Note You can find this range displayed in the Current Resource Statistics window in the Local Ports column 4 Check Network Co...

Page 440: ...ng 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 Statistics When an IP resource doesn t appear in the Current Resource Statistics window there are two possible causes Device Driver is Not Running Check the device driver Make sure it s installed a...

Page 441: ...iguring 88 prompts phrase management 92 push URL Web page 89 recording custom phrases 93 setting call priority 89 setting call SKLR 89 auto logout agents 273 auto record personal extension calls 190 B B8ZS Binary 8 Zero Substitution 124 back up system data 384 backing up files 385 Backup Restore Utility 384 bandwidth 307 and public pipe 327 WAN 307 basic queuing control 288 binary 8 zero substitut...

Page 442: ...mulative IP traffic statistics 350 Current Resource Statistics win dow missing IP resource 428 Current Resources Statistics win dow 36 current traffic statistics refresh interval 37 custom application and message notification 247 281 D data backup 384 restore 384 dedicated mobile trunk setting 234 default password for MaxAdmin 29 default routes outcall routing 176 detaching a gateway 74 device dri...

Page 443: ...ng port forwarding 327 first digit 44 first digit translator 46 flash key Alti IP 600 228 forced account code 189 forward from group greeting 280 forwarding numbers specifying 212 G G 711 jitter buffer range 322 RTP packet length 322 G 711 G 723 silence suppression 321 G 723 jitter buffer range 322 G 729 jitter buffer range 322 RTP packet length 322 G 729 silence suppression 321 G711 jitter buffer...

Page 444: ...ation only 198 size 200 245 279 mailbox capacities 200 245 279 main menu 30 main number 43 making a connection difficulty with 427 Manager Extension 43 MAX channel group info 141 MaxAdmin 29 getting around 29 installing 26 MaxAdmin Extension Security Checker 387 MaxAdmin default password 29 MaxAdmins disconnecting from system 387 MDMF Multiple Data Message Format 192 measuring Rx level of trunk ch...

Page 445: ...er trunk 147 phrase management for auto attendant 92 physical extension 186 ping to check network connectiv ity 427 pipe intranet 324 intranet configuring 326 public 324 public configuring 326 playback message 199 245 279 playing music from a file 64 PM schedule 51 poor voice quality 427 POP3 service 81 port number 33 ports network 419 Postmaster Extension 82 prefix system prohibited 56 toll call ...

Page 446: ...ver IP address 330 service parameters 415 subscribing to 415 service level calculations options button 267 service level for workgroups 36 service level threshold 267 services AltiGen stop start 390 SMTP POP3 81 Services menu 30 setting 10 digit dialing area codes 57 setting huntgroup hours 243 setting trunk attributes 146 setting up extensions 185 groups 194 huntgroup mail management 243 huntgrou...

Page 447: ...3 Trunk View window 33 144 trunks paging 147 setting attributes 146 Triton T1 E1 trunk properties setting 153 unavailable 143 using Apply To button 146 trunks tie 57 U UDP 308 UDP ports 419 AltiServ behind NAT 328 unanswered calls 250 handling 284 unanswered calls handling 209 uninstalling MAXCS 26 unusual voice mail activity notifi cation 202 update prompts 65 user defined 227 user interface 29 u...

Page 448: ...1 queue management 288 recording options 267 setup 265 single call handling 286 skill setting 273 status display 227 Workgroup button 31 workgroup queue agent pick up call 196 Workgroup View window 35 wrap up time setting 195 Z zero code suppression 124 Bell 124 GTE 124 Jam Bit 8 124 ...

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