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Setting Up Skill Based Routing

MaxACD Administrator Manual 165

Figure 18-10. Example: Skill-based Routing rules, Equal or Lower

The above configuration means:
1. When a caller with SKLR 1 is waiting in queue for 30 seconds, the caller's SKLR will

be escalated to 2. Agents with skill levels 1 and 2 are able to handle the call.

2. If the caller stays in queue for more than 60 seconds, the caller's SKLR will be

escalated to 3. Agents with skill levels 1, 2, and 3 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 9 because all other escalation wait times are set to 0 seconds. The call
will be distributed any idle agent in the workgroup.

Skill-Based Rule Example 2

Example 2: Coverage rule is

Equal or Higher

and

Enable SKLR Escalation

is checked.

Summary of Contents for MaxACD Administrator

Page 1: ...MaxACD Administrator Manual July 2011 ...

Page 2: ...ions contained within the documentation The information contained in this documentation is subject to change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement MaxACD for Lync MaxACD Administrator MaxAgent MaxAgent for Lync MaxSupervisor MaxReports VRManager and Enterprise Manager are trademarks or registered trademar...

Page 3: ...icenses 15 Preparation for Installation 15 Run the HMCP Certification Tool 15 Installing MaxACD 16 Installing MaxACD and HMCP Separately 17 Installing Administrator on a Network Client 18 Uninstalling MaxACD 18 Lync Front end Server Adjustments 19 Troubleshooting Error Messages 19 Chapter 3 Getting Around MaxACD Administrator 21 Logging In and Out 21 Changing the Password 22 The MaxACD Administrat...

Page 4: ...tting Emergency Numbers 49 Dialing Plan Rules for Non North American Country 49 Audio Peripheral Configuration 50 Configuring Music On Hold and Recorded Announcements 51 Setting Greeting and Update Prompts 52 Chapter 5 Media Server Management 53 Setting Parameters 54 Adding and Attaching a Media Server 55 Detaching and Deleting a Media Server 55 Changing Media Server ID and Password 56 HMCP Config...

Page 5: ... Chapter 10 Application Extension Configuration 87 Application Extension Setup 87 Application Failover Plan 88 Application Information 89 Readying the Application 89 Chapter 11 Component Configuration 91 Configuring Virtual Component SIPSP 91 Configuring Virtual Component HMCP 92 Assign HMCP Resources to Extensions 95 Chapter 12 Trunk Configuration 97 Trunks Out of Service 97 Channel Identificatio...

Page 6: ... 130 Disabling a Mailbox 130 Assign Exchange Integration License 130 SMTP POP3 Setting 131 Mail Forwarding Options 131 Setting Message Playback Options 131 Press Zero Option 131 Setting Mailbox Capacities 132 Setting Message Notification Options 132 Setting the Message Types for Notification 133 Emergency Notification 134 Unusual VM Activity Notification 134 Setting the Type of Notification 135 Se...

Page 7: ...etting Rules for Skill Based Routing 163 Skill Based Rule Example 1 164 Skill Based Rule Example 2 165 Setting Workgroup Mail Management 166 Disabling a Mailbox 167 Setting E mail Options 167 Setting Mailbox Playback Options 168 Setting Mailbox Capacities 168 Press Zero Option 168 Voice Mail Access Option 169 Setting Message Notification Options 169 Setting the Message Types for Notification 169 S...

Page 8: ...onfiguring Redundancy 201 Step 1 Install the Redundancy Moderator 202 Step 2 Configure the Primary Server 203 Step 3 Configure the Secondary Server 203 Step 4 Copy Settings to Secondary Server 203 Step 5 Reboot Servers and Restart Services 205 Step 6 Set the Secondary Server to Assume Control 206 Step 7 Configure the DNS Name 206 Step 8 Configure Switchover Alerts 207 General Maintenance 207 Manua...

Page 9: ...king Extension Security 229 Start Stop All MaxACD Services 230 Trace Collector 231 Voice File Converter 233 Read Config 234 Exporting and Importing Extensions 235 Importing Extensions from a csv File 235 Importing Extensions from the Active Directory 237 Exporting the Extensions in a MaxACD System 238 AltiGen Custom Phrase Manager 239 Creating New Phrases 240 Playing a Phrase 241 Editing a Phrase ...

Page 10: ...viii MaxACD Administrator Manual ...

Page 11: ...nual shows administrators how to configure AltiGen s MaxACD for Lync using the MaxACD Administrator application Related MaxACD publications include MaxAgent for Lync Manual MaxSupervisor Manual Advanced Call Router Manual MaxInsight Manual MaxReports Manual ...

Page 12: ...2 MaxACD Administrator Manual ...

Page 13: ...n the following categories System features Automatic call distribution features Auto attendant features Voice mail features Administrative features Voice over IP features AltiGen s additional ACD related applications Capacities Features are listed in alphabetic order in each category MaxACD Features Account Codes allows the user to input an account code on each call to track telephone usage in ord...

Page 14: ...iple Holiday Profiles can be assigned to DNIS Routing Caller ID and Trunk In Call Routing entries Line Park allows for a set of 99 lines to be used as a park pool where trunk incoming calls can be parked automatically by routing call handling treatment in MaxAdministrator Park Lines are organized into groups with up to 99 groups supported Parked Lines can be assigned to an IP phone programmable ke...

Page 15: ...e agent finishes an outbound call or other non workgroup call activity Login Logout Keep Login Status on system startup or reboot all group members can be set to the Login or Logout state at system startup or reboot By default group members are set to Keep Login Status Multiple Queue Announcements allows each group to have its own set of unique audio announcements Up to five announcements can be c...

Page 16: ...isor Coach Whisper allows a workgroup supervisor talk to a workgroup agent without the other party hearing Queue Overflow Handling routes incoming 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 leve...

Page 17: ...ogrammable Time Out Handling allows the administrator to select the action the system should take if there is no digit dialed by the caller within a specified number of seconds Set Call Priority allows the administrator to assign a priority level to an AA menu Set Skill Level Requirement allows the administrator to assign a skill level requirement to an AA menu Voice Mail Features The Voice Mail S...

Page 18: ...red 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 meetings things to do or people to call Remote Access allows users to a...

Page 19: ...trunk calls can be routed to an AA extensions workgroups hunt groups and so on based on DNIS numbers configured in the system administration routing tables E 911 Calling Support allows an administrator to designate a number of trunks for dedicated E 911 use Voice Mail Storage can be placed on drives other than the system drive Emergency 911 Call Notification to Extension Outside Number when any ex...

Page 20: ...the system stops sending packets to the other side The other side does not receive any packets and plays silence SIP Trunk Support MaxACD enables AltiGen s system to connect to IP based trunking service providers via SIP Support for RFC 2833 DTMF payload embedded with RTP Supported in SIP trunks only This feature helps to resolve DTMF tone detection and regeneration when using G 723 1 or G 729 cod...

Page 21: ...lete 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 MaxCall lets you set up transmitted Workgroup CID numbers for u...

Page 22: ...pter 1 Overview 12 MaxACD Administrator Manual 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 23: ...ver Windows Server 2008 with SP1 32 bit and 64 bit Windows Server 2008 R2 with SP1 MaxACD Administrator Windows Server 2003 with SP2 Windows 7 32 bit or 64 bit Windows Server 2008 A monitor with at least 1024 x 768 resolution or better MaxACD Client Applications Operating Systems Windows XP Professional Windows Vista Business Edition 32 bit and 64 bit Windows 2008 32 bit and 64 bit Windows 7 32 bi...

Page 24: ...ed Online Help Internet Explorer 6 0 or higher browser Email Server Integration Microsoft Exchange Server 2008 MaxACD Licenses This section lists the licenses available for components of MaxACD MaxACD for Lync Server Licenses Bundle license 9Lxxxx MaxACD for Lync License HMCP Media Server License x 1 supports up to 600 G 711 codecs HMCP Agent Supervision Session License x 20 AltiReport License VRM...

Page 25: ...nc CD ROM The MaxACD CD ROM that contains the MaxACD for Lync program System Key The system key can be either a USB hardware security device that must be attached to the server MaxACD is running on or it can be a soft system key You cannot use both a hardware device and the soft system key at the same time When using a soft system key the MaxACD system will need to be a member of an Active Directo...

Page 26: ... value higher than 70 if you do unexpected results may occur 4 Click Start The tools begins to analyze your system this process may take a few minutes 5 When the analysis is complete a window opens to show you the recommended number of G 711 codec resources and combo codec resources Make a note of these results as you will use them when configuring your system Installing MaxACD To install MaxACD i...

Page 27: ...le server This is a common configuration MaxACD Server with Separate HMCP Server Select this option if the MaxACD Server and HMCP servers will be running in different chassis in an enterprise deployment On the next screen you can select which components to install Installing MaxACD and HMCP Separately You will choose which components to install Figure 2 3 Setup Type Installation dialog box ...

Page 28: ...y to manage the MaxACD server remotely The system running MaxACD Administrator and the MaxACD server must be on the same Windows domain When you install MaxACD Administrator on a machine that is not a MaxACD server it does not contain the switching SMTP POP3 server messaging agent AltiBackup and Exchange integration services that are included in the full MaxACD installation Remote MaxACD Administr...

Page 29: ...n If problem persists you can manually copy the activation file to c AltiServ db directory if MaxACD is installed on the c drive and run the installation program again An error occurred during the move data process Make sure all MaxACD applications and services are stopped closed before installing MaxACD Setup cannot append the AltiServ path because your existing system environment is too long You...

Page 30: ...Chapter 2 System Requirements and Installation 20 MaxACD Administrator Manual ...

Page 31: ...ging In and Out To configure and administer a MaxACD for Lync system log in to MaxACD Administrator 1 From the Windows Start menu select All Programs MaxACD for Lync MaxACD Administrator The Select Server dialog box opens Figure 3 1 Select Server dialog box 2 Enter the name or IP address of the MaxACD system and click OK MaxACD Administrator opens 3 To log in to MaxACD Administrator click the Logi...

Page 32: ...s for quick access to more commonly used configuration screens A status bar at the bottom contains information on the current runtime status Note If you are using Windows XP for MaxACD Administrator the font that appears in the title of the view windows Extension Trunk and so on is in the Windows 2000 style font and will appear small To adjust change the Active Title font in Windows XP to Tahoma o...

Page 33: ...Trace Collector and view the system log For use by authorized technical personnel License Opens windows from which you can manage licenses a License Information window where you can view installed licenses and your license key list and from which you can add and register additional licenses and a Client SEAT License Management window where you can add and remove members from a license type View Le...

Page 34: ...t assigned by the system Component type System Opens the System Configuration window or the System menu Shortcut for System System Configuration Trunk Opens the Trunk Configuration window Shortcut for General Trunk Configuration Extension Opens the Extension Configuration window Shortcut for General Extension Configuration Workgroup Opens the Workgroup Configuration window Shortcut for CallCenter ...

Page 35: ...igure 3 5 Trunk View window The radio button to the left of each trunk location is green when the trunk is idle and red when the trunk is not ready or in use The location format is logical component ID channel for example channel 3 on the component in logical component ID 9 is location 09 03 The Type Status and Duration of trunk use is also displayed Note The Duration field displays the duration o...

Page 36: ...n registers with the system it becomes an IP extension and is associated with a SIP Extension channel Extension view displays the phone s Extension Name Location and Status Figure 3 6 Extension View window Call Log View Window The Call Log View window displays the line and trunk traffic history Prints selected log entries Clears the window of all data Figure 3 7 Call Log View window The window dis...

Page 37: ...y the number of logged in agents who are in Not Ready state Busy the number of logged in agents who are currently on the phone Error the number of logged in agents with extensions that are left off hook or other user error Logout the number of agents who are logged out from the workgroup Unstaff the number of agents who are logged out from the system Queue the number of calls waiting in queue Wait...

Page 38: ...ll voice packets sent and received Network Packet Loss the number of voice packets that have been lost due to prolonged delays network congestion or routing failure JB Packet Loss the number of voice packets that have been discarded due to jitter buffer overflow Total Packet Loss Rate the ratio of total number of lost packets versus total received packets Max Packet Loss Rate the maximum packet lo...

Page 39: ... based licenses in the Client SEAT License Management configuration screen License Client SEAT License Management Figure 3 10 Client SEAT License Management dialog box Select a license type and then select extensions to add to the list of members who can use the selected product Make multiple selections by using Shift click and Ctrl click The screen shows the total number of licenses you have for ...

Page 40: ...word of a gateway See Gateway Configuration Tool on page 81 Available under Utilities Backup and Restore Backs up your configurations and extension voice mail See Backup and Restore Utility on page 225 MaxACD Admin and Extension Security Checker Checks the security status of every extension in your MaxACD system See MaxACD Admin Extension Security Checker on page 228 Read Config Creates a subdirec...

Page 41: ...uration window General setup system ID area code and number operator and manager extensions country system call park options and Lync ACD configuration 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 Call Restriction prefixes to block toll call prefixes and call control Account Code tables fo...

Page 42: ... options 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 Country Select a country for the system This configuration ties to a tone table matched to the country s telecom interface specification Manager Extension Select the system manager s extension number...

Page 43: ...k System Call Park Timeout Ring Back in Minutes Play Greeting Phrase System Call Park 41 allows the extension user to park a call then pick up the call from another extension If the call is forgotten the Timeout sets the number of minutes a call remains parked before the user s extension is rung again To the caller the call park sounds like being put on hold Valid entry 1 60 minutes Select a greet...

Page 44: ...oute tab and configure the IP address of the MaxACD server as a PTSN gateway If you are using the Redundacy feature configure two entries one for the primary server one for the secondary server Figure 4 3 Lync Server Voice Routing VMGateway configuration 4 Open Enterprise Manager For each Lync Mediation server configure the IP dialing entry of the primary and secondary MaxACD server ...

Page 45: ...an defines the extension digit length You can use from 3 6 digits for extensions You also set the DID number length and the system response to the first digit dialed for example pressing 9 to get a trunk line The numbering scheme requires some thoughtful planning To set the number plan select System System Configuration then click the Number Plan tab ...

Page 46: ... 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 using extensions 7010 7113 and so on you ca...

Page 47: ...t 4 digits received to the last 4 digits of a DID number regardless of what is received First Digit Translator Configuration Figure 4 6 Single Digit Routing To set up a First Digit Translator entry select the check box to the left of 1 9 or then enter the desired digits When a box is checked the digit preprocessor will replace the first digit 1 9 or that user dials with the digits indicated in the...

Page 48: ...Dialed Digit Translator will apply to 3 optional From the Non members list you may select an IP extension that the Extension Dialed Digit Translator will apply to You can apply the same Members to multiple locations You may also enable the Bypass Account Code option if Account Codes are required 4 Enter digits in the Dialed Number field and Translate To field In Figure 4 7 assuming the system is l...

Page 49: ...ed 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 Access Station Login 91 can also be accessed using 791 Feature access codes are listed in Feature Access ...

Page 50: ...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 To add a Business Hours profile click the Add button In the Add Business Hours Profile dialog box that appears enter a name for the profile then click OK Figure 4 9 Add Bu...

Page 51: ...ou don t want to set a break between AM and PM schedules set the PM starting time to be the same as the AM ending time Or if you want to specify 24 hours as standard business hours select the following hours AM Schedules From 08 00 AM To 12 00PM PM Schedules From 12 00 PM To 08 00 AM Routing Calls on Holidays You can create special routes for incoming DNIS and trunk calls that come in on designate...

Page 52: ...g and Trunk In Call Routing entries To create a Holiday Profile 1 Click the Add button in the Profiles panel at the top of the tab to open the Add Holiday Profile dialog box Enter a name for the profile then click OK Figure 4 11 Add Holiday Profile dialog box 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 I...

Page 53: ...on of a holiday that your organization treats as a half day 4 To apply these hours to more than one holiday 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 ho...

Page 54: ...guration Call Restriction tab Blocking Calls to Area Codes from All Extensions To add or edit system prohibited area codes 1 Double click an index entry in System Prohibited Prefixes list or select the index entry and click Edit This opens a dialog box that allows you to enter a prefix number 2 Enter a 1 and the dialing prefix to block for example 900 976 You can enter up to 20 digits maximum for ...

Page 55: ...ing Calls To block all outgoing calls for example during the night when no employee is in the office check the Block All Outgoing Calls check box Restricting Hop off 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 SIP hop off restriction reference to extension drop down list you can select the ext...

Page 56: ...or 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 You can also block display of the Account Code table in which case you would want to supply users with the account codes they need See Setting Personal Information on pa...

Page 57: ... the Internal Log Service check box is checked 2 In the Internal Database Configuration field use the up down arrows to select the Active database retaining period in months This determines how long the data will be kept in the database Valid entry is 1 12 months 3 Optional In the Archive purged record s field use the up down arrows to select the number of months per archive file This determines t...

Page 58: ...truct the SQL server run the External Logger Setup to create an empty calldb database before restore There is no AltiGen license required for external logging To set up and enable external CDR login service to the local or network drive click Add Figure 4 16 Add External Log Service Fill in the fields and click OK Parameter Description Name The name of the external log service machine optional Add...

Page 59: ...l call prefixes Domestic The dialing plan for your country s domestic long distance prefix For example type in a 1 for 1 plus dialing within the U S dialing plan also known as the North American Numbering Plan International The prefix used for international calls For example this is 011 for international calls made in the U S Setting Emergency Numbers The number in the Emergency Number field will ...

Page 60: ... send the number out to the trunk directly When the number matches the Domestic Plan the system will send the number out with the domestic toll call prefix When the number matches the International Plan the system will send the number out with the international toll call prefix When a number matches multiple entries the match with the most digits has priority Audio Peripheral Configuration You can...

Page 61: ...lers will hear the music or recorded announcement configured on this tab only if the user places the caller on hold To configure music on hold when using audio equipment 1 Check Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement 2 Select the component ID to which the audio equipment is attached Figure 4 20 Music Recorded Announcement dialog box ...

Page 62: ...Callers on Hold or in Queue to Listen to Music or Recorded Announcement check box 3 Rename the desired wav file to MusicOnWaiting wav and put it in the C PostOffice phrases Music folder 4 On the Audio Peripheral tab check the Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement check box Note If you have two files named MusicOnWaiting in the MusicOnWaiting folder one a wa...

Page 63: ...guration window The Softswitch Component Configuration window lists each media server in your system its ID name and type status IP address password Use this window to Add and delete a media server Attach and detach a media server Change a media server name IP address password country Enable media server on the MaxACD machine To open the Softswitch Component Configuration window select System Soft...

Page 64: ...ing failed Read only field Name The name you gave the selected media server for easy identification Type Shows whether this is a media server or gateway If the ID is other than 00 you cannot change the type in this configuration screen If you want to change the type you need to delete the entry and recreate it Address The IP address of the selected media server Password The password assigned to th...

Page 65: ...r this media server The password is used for access to the Gateway Configuration Tool for the media server After you add a media server to the list you can attach it to the MaxACD system Also you may have disconnected a media server that has already been attached In either case you can attach it in the Softswitch Component Configuration window To attach a media server to the MaxACD system 1 Select...

Page 66: ... want by using the Add button Changing Media Server ID and Password You can change the selected media server s unique number 01 02 and the password by clicking the Config button in the Softswitch Component Configuration window This opens the Gateway Configuration Tool Make your changes and click Apply HMCP Configuration Tool The configuration tool that opens when you click the Config button in the...

Page 67: ...entified in the title bar Gateway ID Setting Shows the unique numeric ID of the media server identified in the title bar Editable field Password Setting The password of the media server identified in the title bar Editable field Status The status of the media server active disconnected initializing resetting failed MaxACD IP Address The IP address of the machine running MaxACD Product Version The ...

Page 68: ...Chapter 5 Media Server Management 58 MaxACD Administrator Manual ...

Page 69: ...e SMTP POP3 service to deliver voice mail to an e mail address as an attachment Enable or disable Microsoft Exchange synchronization service 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 Configuration Managing Messages The Messaging tab in the Voice Mail Configuratio...

Page 70: ...on 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 Five ...

Page 71: ...g Length Sets the minimum length in seconds for any recording incoming voice mail message personal greeting system prompts introductions to forwarded voice mails This can be from 1 5 seconds or 0 which means no minimum All recordings that are shorter than the designated Minimum Recording length are deleted This feature is recommended when users receive many short empty voice mail messages on a reg...

Page 72: ...ution Lists provide for forwarding voice mail messages to multiple recipients defined as list members To forward a voice mail to all list members a user needs to enter only the two digit ID instead of entering numerous individual extensions You can create up to 100 distribution lists each composed of up to 64 extensions The extension list member can represent another distribution list Note The sys...

Page 73: ...mber box and other available extensions are displayed in the Non Member box 2 To give the list a name or change the existing name type a descriptive name into the Name box 3 To add a member select the name s in the Non Member list and click the Add button to move it to the Member list To remove a member select the name s in the Member list and click the Remove button to move it to the Non Member l...

Page 74: ...Chapter 6 Voice Mail Configuration 64 MaxACD Administrator Manual ...

Page 75: ...ear 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 for w...

Page 76: ...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 77: ...AA dialog box Figure 7 2 Add AA dialog box Select an ID in the drop down list and 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...

Page 78: ...ucture with unlimited tree levels The following rules guide the basic AA configuration Each item is an action point with its ID number and name The top of the tree is a O for Origin A timeout is indicated by a T Any action item can have a Prompt The drop down list displays phrase files located at C Postoffice Phrases LangCustom directory A phrase file can be any file name If one action item has mu...

Page 79: ... call to the operator the operator is defined in the System Configuration window Call Dial By Name Prompts the caller to enter the name first or last or both in any order of the person they want to speak with and dials the extension that matches the name Callers may not have to enter the entire first or last name before a match is found Call Collect Extension The top level of each AA collects the ...

Page 80: ...rd 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 discussion below on Collecting Digits Adv Advanced Call Router When selected the system will hand over the call to the Advanced Call Router application thro...

Page 81: ...f 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 Length the maximum length of digits to be collected PSTN Call Inter Digit Timeout the length of time the system will wait between collecting of digits before timing out Inter Digit Timeout after Max Length the length of ...

Page 82: ...ed for group queue prompts Select the phrase you want to use in the Prompt field To hear the pre recorded phrases 1 Use any phone to dial and log in with the system manager s extension and password 2 Press 6 for the Phrase Management option 3 Press 1 to review a phrase 4 Enter the 4 digit phrase number from the list below to hear the phrase Phrase Phrase 0001 default Thank you for calling If you k...

Page 83: ... each prompt you would like recorded Or give the prompt a unique identifying name MaxACD supplied phrases are numbered but phrases don t have to be numbered 2 Submit your prompt script and prompt name to the recording studio 3 Instruct the recording 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 MaxACD format I...

Page 84: ...Chapter 7 Auto Attendant Configuration 74 MaxACD Administrator Manual ...

Page 85: ...ur company has multiple phone numbers you can configure MaxACD 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 MaxACD to direct that 800 number to the Mexico Spanish language prompts or to an extensio...

Page 86: ...ll have the exact same name number as in the default language directory and will be part of the same AA but they will be stored in a different directory Storing Language Phrase Packages Additional language phrases system and custom and syntax styles need to be copied to the correct directory before system startup so that the system can recognize them If they are added after system startup MaxACD n...

Page 87: ... in the Multilingual Configuration 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 the previous figure To add a language 1 Click the Add button Figure 8 3 All Language dialog box 2 Choose a language ...

Page 88: ...ltilingual Configuration Language tab as described above you are ready to enable multilingual support in the auto attendant 1 Select System Multilingual Configuration AA tab Figure 8 4 Multilingual Configuration dialog box 2 From the list at the left select the AA you want to configure with multilingual support 3 Check the Enable Multilingual Support box The Multilingual Enabled column changes to ...

Page 89: ...hem whenever they hear a prompt on their extension The default language is assigned in Extension Configuration General tab Figure 8 5 Selecting a language for an extension user In the Language drop down list select the desired language and click OK Extension User Can Change Language Setting Extension users can change the extension s language setting by using feature code 12 if feature code 12 is c...

Page 90: ...e prompt The languages listed are those that you have added to MaxACD on the Language tab of this window For example if you were working from the example prompt in step 2 you would select English beside the number 1 Spanish beside the number 2 and Chinese beside the number 3 The remaining fields would be left as None Using DNIS to Set the Language If your company has multiple phone numbers you can...

Page 91: ...onfigured or selected via the 12 feature code 2 If the external caller selects a language in the auto attendant MaxACD uses the selected language If a language selection is invalid or times out 7 seconds three times in a row the default language is selected 3 When the user logs in to the voice mail of an extension the extension s language is used 4 If DNIS is configured for language setting the ex...

Page 92: ...Chapter 8 Multilingual Configuration 82 MaxACD Administrator Manual ...

Page 93: ...ed to set up an FTP server for a single chassis all in one installation Because recording files requires a large amount of disk storage space NAS Network Attached Storage system is recommended unless VRManager is used Description of the Recorded File Name The recorded file name contains the following information R mmddyyyy_hhmmss callerID calleeID workgroupID DNIS sessionID R mmddyyyy_hhmmss is th...

Page 94: ...check box 2 Select a Recording Type from the drop down list 3 In the Central Location field browse for the directory you want to set as the destination folder and path for saving the call recordings Important If you are using FTP protocol the FTP server must be installed and configured properly on the same machine as the Central Location directory An FTP folder must be created for the Central Loca...

Page 95: ... server is successful 6 When you are finished configuring click OK Using a Remote Shared Directory It is strongly recommended that you use VRManager to manage centralized recording and that you save recordings to a local drive or network attached storage on the gateway that is running MaxACD If you save recordings to a network drive and the network becomes unstable you could lose any files of conv...

Page 96: ...Chapter 9 Call Recording Configuration 86 MaxACD Administrator Manual ...

Page 97: ...tbound dialer Inbound 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 lic...

Page 98: ...ck OK Figure 10 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 avail...

Page 99: ...l follow the extension s RNA or busy call handling 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 Application If a third party application is connecting to thi...

Page 100: ...Chapter 10 Application Extension Configuration 90 MaxACD Administrator Manual ...

Page 101: ...d to a trunk port so that the external party will hear the voice The purpose of virtual component SIPSP is to build signal channels for different connection types IP extensions SIP Tie Trunks and SIP Trunking from ITSP Each channel will have its channel ID 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 proc...

Page 102: ...possible depends of the system CPU performance call volume and usage If a high performance machine is used as the MaxACD server the number of channels can be more than 1000 If you change the numbers in this dialog box you must shut down and restart the switching and gateway services for this change to take effect When the services restart the new configuration appears in the Currently Configured C...

Page 103: ...nd transcode voice stream Detect and generate tone for IP devices Play music when device is on hold Process IP paging 2 Play and Record Voice Files Announce system and queue phrases Process auto attendant Process voice mail Call recording 3 Provide Conferencing Resources Barge in silent monitor coaching You can configure HMCP resources by double clicking an HMCP component in Components view and th...

Page 104: ...onent in the Assigned to this component fields and clicking Apply HMCP Resources Shows the total number licensed if applicable total currently assigned and the number assigned to this HMCP component for the following resource types 1 Voice Processing Resources VPR 2 Agent Supervision Bridges The maximum number of resources that can be assigned to each HMCP virtual component is as follows G 711 VPR...

Page 105: ...value is reduced by one on every hop You may need to adjust this value if there are remote IP phones at different locations that register to MaxACD through WAN and require the IP paging feature The value will be the number of routers from MaxACD to remote IP phone plus one Note In order to use the QoS parameters in IP headers you must first install the NetFilter driver To do this run setup exe in ...

Page 106: ...ign extensions to different Home Media Server IDs The following guidelines may help you make decisions when assigning extensions to different Home Media Server IDs Equally divide the extensions that require centralized recording and assign them to different HMCP media servers Assign extensions in a department to the same media server Figure 11 6 Multiple HMCP Media Servers If you have two or more ...

Page 107: ...hapter also discusses incoming call routing Incoming Call Routing on page 106 and outgoing call blocking Outgoing Call Blocking on page 107 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 Identification...

Page 108: ...k the Trunk Configuration button in the toolbar Select General Trunk Configuration Double click a trunk in the 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 Figure 12 2 Trunk View window The Trunk Configuration window opens ...

Page 109: ...D may change when a component is added into or removed from the system When you select a trunk in this list the options and parameters for the trunk appear in the settings in the right side of the window Configuring One or Multiple Trunks To customize trunk characteristics you work on one trunk at a time To apply the same configuration to multiple trunks use the Apply To button This pops up a list...

Page 110: ...e located in an area with a complicated dialing pattern or you need to set up VoIP hop off dialing RAC uses the Out Call Routing table which has the flexibility to group trunks into a route assign routes to a specific dialing pattern and add delete digits from the dialing pattern It can solve most of the complicated dialing problems If your system is using RAC you can set this TAC field to None Ar...

Page 111: ...n be assigned to a trunk The drop down list selection is based on settings configured in the Business Hours tab of System Configuration Recording Option Recording for incoming and outgoing calls is supported Use the drop down list to select Disable or Enable If you select Enable make sure that in System Recording Configuration one of the trunk based recording options is selected Note When you use ...

Page 112: ...is licensed You need to buy and register a license to be able to configure this option AltiGen does not guarantee the voice quality of the SIP dial tone coming from your service provider You need to work with your data service and SIP trunking service provider to make sure adequate QoS is provisioned for your WAN service AltiGen does not guarantee SIP trunk implementation will work with all SIP di...

Page 113: ...roper codec profile for this service See Assigning Codec Profiles to IP Addresses on page 194 Failure to do this step may cause no voice path even if the SIP Trunk channel shows the call is connected Configuring a SIP Trunk To open a trunk configuration dialog box for a SIP trunk do one of the following In the Trunk Configuration window select a SIP trunk type click the Trunk Properties button the...

Page 114: ...urce port and destination port Automatic NAT Traversal Leave this box unchecked Enable Channel After all above parameters are entered correctly check this box to activate the channel The MaxACD system will send authentication to the service provider to verify the setting To copy the information in one row to other rows select the row and click Copy To Then select the rows you want to copy the info...

Page 115: ...gits then enter a calling number in the field below the table in case the carrier cannot accept configured numbers Carrier can only accept assigned numbers as Calling Number If you select the this option specify assigned numbers by clicking the Add button and entering the numbers To edit or delete a number you added select it and click the Edit or Del button Enter a calling number in the field bel...

Page 116: ...hree time periods defined in the System Configuration window Business Hours tab Setting Business Hours on page 39 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 Lin...

Page 117: ...t 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 The Following Schedules you can then use the Schedule 1 2 and 3 options to set up to three different time periods during which calls are allowed...

Page 118: ...Chapter 12 Trunk Configuration 108 MaxACD Administrator Manual ...

Page 119: ...is a holiday 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 DNIS Routing configuration If there is no DNIS number match go to the next step 4 If today is a holiday route the call according to the Holiday Profile configured for the trunk port that the call is coming in on If today is not a...

Page 120: ...e 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 5102529712 and 510 252 9712 are acceptable The Caller ID 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 2529712 number the name Tech Support...

Page 121: ...siness 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 Skill Level Requirement for workgroup directed calls Lets you assign a skill level requirement from 1 9 to the selected caller ID number This setting tells the system to match the call to an agent s skill level setting Setting ...

Page 122: ...pens One DNIS entry can cover a range of numbers Type the beginning number in the range and the end number Figure 13 3 Add DNIS Entry dialog box 2 Type a DNIS number in the DNIS Number Begin field The same number appears in the DNIS Number End field 3 If this entry is to cover a range of DNIS numbers edit the second field to indicate the last number in the range If the entry is for one number only...

Page 123: ...the drop down list Route to a particular auto attendant selected in the drop down list Route to the operator Route incoming calls to out call routing Also you can set additional routing attributes based on Holiday Profile routes incoming calls based on Holiday Profiles configured in the System Configuration window see Routing Calls on Holidays on page 41 Business Hours Profile routes incoming call...

Page 124: ...Chapter 13 In Call Routing Configuration 114 MaxACD Administrator Manual ...

Page 125: ...ation dialing for example MaxAgent For example dialing from MaxAgent 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 Routes tab or on the Dialing Pattern tab of the Out Call Routing Configuration...

Page 126: ...ed 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 you would like to block a specific dialing pattern add the dialing pattern and check Disallow this dialing pattern check box WARNING Make sure the default 911 route is configured to a route that can accept 911 calls ...

Page 127: ...mples 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 trunks are added determines the order in which the trunks are used by the system when ...

Page 128: ...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 WARNING It is important that you set up default routes rig...

Page 129: ... code most likely you have one of the following situations Your area may have multiple 10 digit dialing area codes Your area may have both 10 digit and 1 10 digit dialing in a same area code You would like to block a dialing pattern in addition to system restriction setting Dialing patterns are exceptions If you can minimize the number of dialing pattern entries Most companies don t need to create...

Page 130: ...oute Priority section of the Dialing Pattern tab 5 If this is a restricted number or pattern skip step 4 and check the Disallow this dialing pattern check box To delete a dialing pattern Select the pattern you want to delete and click the Delete button Dialing pattern configuration tips If a dialing pattern has multiple routes assigned to it the system will try to use the first route configured to...

Page 131: ...llowing 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 settings to see if this number is blocked by the system The system then checks the Dialing Pattern configuration and if a specific number or pattern is not block...

Page 132: ...Chapter 14 Out Call Routing Configuration 122 MaxACD Administrator Manual ...

Page 133: ...tensions and setting their attributes To open the Extension Configuration window do one of the following Click the Extension Configuration button on the toolbar Select General Extension Configuration Note To set up an application extension see Application Extension Configuration on page 87 Figure 15 1 Extension Configuration window ...

Page 134: ...ensions in the Extension Configuration window To create MaxACD agent extensions that correspond to Microsoft Lync Client users set up users in Microsoft Lync first Then configure corresponding extensions in MaxACD To add an extension 1 Click the Add button below the Agent Supervisor Extension list Figure 15 2 Add New Extension dialog box 2 Type in an Extension Number The number must begin with a n...

Page 135: ...s Letters 2 A B C a b c 6 M N O m n o 3 D E F d e f 7 P Q R S p q r s 4 G H I g h i 8 T U V t u v 5 J K L j k l 9 W X Y Z w x y z Department Departments can be defined and extensions can be assigned to a department by using Enterprise Manager When this is done the department is displayed here Description Optional descriptive information such as cubicle number or job title DID Number If this extens...

Page 136: ...ine how callers use any account codes you have established when making outgoing trunk calls Figure 15 4 Account code dialog box For information on creating account code associations see Creating Account Codes on page 45 Enable Forced Account Code Forces the user to enter an account code Override Allowed Prompts the user to enter an account code or the user can press to bypass the account code Acco...

Page 137: ...e the Extension Configuration window Group tab to configure workgroup options for an individual agent extension You can assign an extension to and remove an extension from a workgroup in the Extension Configuration window too To assign an extension to a workgroup the extension must be designated as an agent extension This is done on the General tab of Extension Configuration check the Enable Lync ...

Page 138: ...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 between the time an agent finishes a workgroup call and the time the next call is routed to the extension It gives the agent time to finish up with notes pr...

Page 139: ...roup 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 workgroup of which he is a member To set an agent s outgoing workgroup In the Log Outbound Call to Workgroup field use the drop down list to choose a workgroup from among...

Page 140: ...hen click Apply to to set one or more extension mailboxes An Information Only mailbox allows callers to listen to customized recorded announcements This mailbox does not take messages from the caller Disabling a Mailbox When you disable a mailbox a special greeting is played to announce that this mailbox is not accepting new messages Assign Exchange Integration License Check this check box if the ...

Page 141: ...ayback of recorded messages These options apply to both new messages and saved messages and they can be applied to multiple extensions using Apply to Parameter Description Announce Message Sender Before Playback Selected the user hears the type of the message sender internal or outside before listening to recorded messages Announce Time Stamp Before Playback Selected the user hears the timestamp t...

Page 142: ... Maximum length of voice messages in minutes The range is 1 30 minutes with a default of 5 minutes Retention Length of Saved Messages Number of days saved messages are archived by the system The range is 1 90 days with a default of 60 These options can be applied to multiple extensions using Apply to Setting Message Notification Options The Notification tab of Extension Configuration provides for ...

Page 143: ... 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 to Non Business Ho...

Page 144: ...m Extension xxxx 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 xxxx 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 Ac...

Page 145: ...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 Extension to use the Extension option select the Extension radio button then type the extension number into the text box Custom App when used in conjunction with a third party notification application the Custom App feature enables an exte...

Page 146: ...able 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 may not be able to r...

Page 147: ...ension call restrictions select the extension number you want to work with from the Agent Supervisor Extension list then click the Restriction tab Figure 15 9 Extension Configuration Restriction tab Note You can use Apply to to apply call restriction settings to one some or all extensions See Using the Apply To Button on page 124 for more information on using Apply to Setting Call Restriction Opti...

Page 148: ... to Configure Forwarding Notification and Reminder Call to an Outside Number This setting regulates extension 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...

Page 149: ... transferred call For example extension 100 receives a transferred call and forwards this call to extension 101 extension 101 is set to forward all calls to extension 102 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 t...

Page 150: ...and One represents one second of delay You can use this configuration to send out additional DTMF digits to an extension workgroup or outside number Here is an example 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 tone...

Page 151: ... events can be monitored by the extension user Once a monitor list is established the application logging into the extension can receive call events for the monitored extensions The monitor list is available in the MaxAgent Monitor tab and in Line Monitoring events in AltiGen SDK WARNING Listening in to or recording a conversation without the consent of one or both parties may be a violation of lo...

Page 152: ...ons to the Monitor List To remove members 1 Select the extensions in the Monitor List 2 Click Remove Other Options Description Default button Returns to the default the extension can monitor its own calls only Trunk Monitor Enable Allows monitoring of the AltiGen SDK trunk events at the selected extension Block Caller Name and Number When a monitored extension receives a call blocks the display of...

Page 153: ...eneral Out Call Routing Configuration If you don t configure this callers will hear an invalid number message when they dial an unassigned extension You can configure the routes of calls to single extension numbers and to ranges of numbers Configuring the Route 1 Select General Unassigned Extension Number Configuration and click Add Figure 16 1 Unassigned Extenstion Routing dialog box 2 Enter the ...

Page 154: ...nge calls to those extensions will still go to the assigned extension Only calls to unassigned extensions will follow the routing you specify here For example if the range is between 2095 and 3000 and there s an assigned extension 2098 then the only extension numbers that get rerouted are are 2095 2096 2097 2099 and 3000 Example Assume an unassigned extension routing entry already exists 1000 1600...

Page 155: ...in step 4 Add SIP Tie trunks to Member Trunks Select Insert to Header and enter the Lync Server location ID from step 1 into the Insert Digits field 3 Select General Unassigned Extension Number Configuration and click Add 4 Add the range of extensions Choose that range select Route Incoming Calls to Out Call Routing and pick the route name you created in step 2 5 In the Lync Server control panel c...

Page 156: ...Chapter 16 Routing Unassigned Extensions 146 MaxACD Administrator Manual ...

Page 157: ...length or queue time is too long Implementation notes 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 be assigned to Trunk In Call Routing Extension Workgroup Busy or RNA Handling Extension Workgroup Forwarding Workgroup Quit Queue Option Extensions can be a...

Page 158: ...re line park select General Line Park Configuration Figure 17 1 Line Park Configuration window Setting Up a Line Park Group 1 In the Line Park Configuration window click the Add button below the Groups list Figure 17 2 Add Line Park dialog box 2 Enter a name in the Add Line Park dialog box and click OK ...

Page 159: ...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 play the greeting once only or every x seconds Play ring back tone to caller when parked Select this option when you want the caller to hear a ring back tone if the ...

Page 160: ...ward the call to an AA voice mail or an extension group Disable ring tone on IP phone when parked by extension Check this box to prevent a line parked call from ringing again while it is parked Allow 51 to pick up when this check box is checked it allows a user to pick up parked calls from a phone set using 51 followed by the Park Line ID Deleting a Line Park Group 1 In the Line Park Configuration...

Page 161: ...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 limit Workgroup Functionalities The MaxACD system has the following workgroup functionalities System Features Call queuing and call distribution Define service level threshold...

Page 162: ...tistics 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 agent s conversation with feature code 59 Supervisor s Desktop Application MaxSupervis...

Page 163: ...me will be calculated from the moment the call enters the queue Priority queue time will be calculated based on the time a call is in queue at a specific priority level If a priority promotion rule is not enabled the total queue time will be equal to the priority queue time If there are multiple calls with the same priority the call with the longest priority queue time will be served first To prev...

Page 164: ...et business hours for workgroups Skill Based Routing define skill levels and skill based routing rules Mail Management set capacity and features options for extension mailboxes Notification set preferences and options for voice mail notifications Call Handling set call forwarding call waiting and call handling preferences and options Queue Management set queue phrases overflow routing queue announ...

Page 165: ...p List The Add New Group dialog box opens Figure 18 2 Add New Workgroup dialog box 2 Type in a group number for the workgroup 3 Click OK Establishing Basic Workgroup Attributes After you create a workgroup you can set basic attributes on the Workgroup Configuration General tab First Name and Last Name each with a maximum of 32 characters Password the default is the system default password set on t...

Page 166: ...ked an outside caller can dial into the system log in to workgroup voice mail and make or return calls from the group s voice mail Zoomerang feature International calls are not allowed if the fourth option is not checked Allow Outside Caller to Make or Forward International Calls from within the Group s VM system This setting regulates making international calls from voice mail and forwarding to a...

Page 167: ...f the following three options Total Answered Calls Total Abandoned Calls Total Overflowed Redirected Calls Workgroup Recording Options The system administrator can specify the following workgroup call recording options for a workgroup WARNING Listening in to or recording a conversation without the consent of one or both parties may be a violation of local state and federal privacy laws It is the r...

Page 168: ...with the conversation Record X out of 10 calls If recording to a central location automatically records incoming and outgoing workgroup calls as specified The default is to record all workgroup calls To see this option click the Agent Recording Management button This opens the following window You can change these values Figure 18 4 Agent Recording Management dialog box For each agent you can chan...

Page 169: ...group that is configured as an outbound workgroup all outbound calls are non workgroup calls Establishing Workgroup Membership Add agent extensions to a workgroup on the Group Member tab in the Workgroup Configuration window Figure 18 5 Workgroup Configuration Group Member tab To add extension s to a workgroup 1 Select the workgroup in the Group List 2 On the Group Member tab click the extension n...

Page 170: ...ut a group member by selecting the member in the Member List and clicking the Login Now or Logout Now button Setting Login Status for System Restart 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...

Page 171: ...urs or for non workdays To Voice Mail To AA select the auto attendant to use in the drop down list under the option AAs are configured in the AA Configuration 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 list To the Operator To an Outside Number if you choose Outside Number select a trunk or route access code t...

Page 172: ... the skill numbers can be used in any other way that works for the way your company does business After skill numbers have been defined on this tab each agent in the workgroup should be assigned a skill number according to that agent s knowledge and ability on the Group Member tab Incoming calls can be set to ring agents according to skill number thus more closely directing the caller to an availa...

Page 173: ...or a Workgroup 1 Select a workgroup in the Group List 2 Double click a skill number in the Skill Definition list or select a skill number and click the Edit button 3 In the Skill Level Name dialog box enter the skill name in the Description field then click OK Figure 18 9 Skill Level Name dialog box The description appears in the Skill Definition list for that skill number Setting Rules for Skill ...

Page 174: ...with skill level 3 2 and 1 while regular calls can only be answered by agents with skill level 1 Equal or Higher than SKLR of Incoming Call Any agent whose skill number is equal to or higher than the SKLR of the incoming call may handle this call Agents with the lowest skill number are rung first With this option that would be agents whose skill number matches the SKLR Set the SKLR as if you were ...

Page 175: ...o handle the call 2 If the caller stays in queue for more than 60 seconds the caller s SKLR will be escalated to 3 Agents with skill levels 1 2 and 3 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 9 because all other escalation wait times are set to 0 seconds The call will be distributed any idle agent in the workgroup Ski...

Page 176: ...ill 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 including how...

Page 177: ...t followed by the workgroup number For example the default e mail name for workgroup 5000 would be ext5000 Retrieve Voice Mail by E mail Client selected this sends voice mail to the user extension as an e mail attachment Deselected voice mail is retrieved as voice mail Enable Mail Forwarding selected the workgroup s e mail will be forwarded to the e mail address you specify in the Forward E mail A...

Page 178: ...system will play voice mail based on FIFO first in first out Setting Mailbox Capacities You can set various mailbox capacities with the following options and you can apply the settings to multiple workgroups using Apply to Parameter Description Max Number of Messages Maximum number of messages stored in the workgroup s mailbox The range is 1 999 defaulting to 100 Mailbox Size Mailbox size in MBs o...

Page 179: ...nfigure Message Notification within the AltiGen Voice Mail System Note You can use Apply to to apply mailbox settings to one some or all workgroups See Apply to Button on page 154 for more information on using Apply to Setting the Message Types for Notification Select the types of messages for which the workgroup user will be notified None selected the user is not notified with a call regarding ne...

Page 180: ... the 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 Mess...

Page 181: ...swer supervision signal check this option 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 d...

Page 182: ...up Queue The caller will stay in the workgroup queue waiting for any agent to become available If there is no agent logged in at this moment the system will use Group Logout Handling to handle this call Group Voice Mail 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 C...

Page 183: ...ings the first available agent and the call is not answered If all agents in the workgroup are rung and no one answers the call the system will use the Group RNA Logout Handling 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 ...

Page 184: ...venly distribute calls among the group members This method sends the call to the next member configured in a workgroup regardless of whether the previous member is busy or not In other words if the previous call was sent to 3 in the group the present call is sent to 4 if 4 is not busy Ring All Available Members all extensions in a workgroup Note When this option is enabled a single workgroup can h...

Page 185: ...ill 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 Setting Up Skill Based Routing on page 162 When Skill Based Routing is selected the agent with longest idle time will be selected to take the call when multiple agents with the same skill level are idle Enable Single Call Handling for Agents Chec...

Page 186: ...s 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 skill Assuming each call is assigned with a priority based on certain customer attributes and an agent s skill is the same for all workgroups you can increase the priority weight to 9 and lower the skill weight to 1 to have a c...

Page 187: ...ch workgroup you can either use the system default phrases or you can set up a custom configuration The default audio phrases are discussed in Audio Peripheral Configuration on page 50 Queue Announcement You can set up the system to announce a caller s queue status queue position and expected queue time when an incoming call enters a workgroup queue To enable this option check Enable Announcement ...

Page 188: ...rding The Queue Overflow Forwarding options are for handling long queues or long wait times for callers When a queue exceeds a set number of calls or callers are waiting beyond a set length of time calls can be automatically forwarded to a voicemail box AA extension group operator outside number or application extension To set options for handling queue overflow 1 In the Queue Overflow Forwarding ...

Page 189: ...ion 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 the log on extension to which the third party application is connected Contact your local AltiGen dealer for more information on using this feature Callback Interview the System will record the caller s callback numb...

Page 190: ...euing 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 18 18 Workgroup Configuration Advanced Queue Management Announcement tab To configure queue announcements ...

Page 191: ...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 18 19 Workgroup Configuration Advanced Queue Management Menu Selection tab To set up the Menu S...

Page 192: ... 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 to...

Page 193: ...e 18 21 Workgroup Queue Management 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 Logout Reason Co...

Page 194: ...associated reason into the text box next to the code you want to associate with the reason Configuring Workgroup Caller IDs On the MaxCall tab you can enter transmitted Workgroup CID numbers for use by agents in the MaxCall application Agents can then choose the appropriate CID for each call Adding Transmitted CIDs 1 Choose CallCenter MaxCall Configuration 2 Click Add 3 Enter a campaign name and t...

Page 195: ...r Manual 185 Figure 18 23 MaxCall caller ID configuration window Editing Transmitted CIDs 1 Select the campaign that you want to change and then click Edit 2 Make your changes and click OK To delete a Transmitted CID select the campaign and click Delete ...

Page 196: ...Chapter 18 Workgroup Configuration 186 MaxACD Administrator Manual ...

Page 197: ...ry VoIP depends on the following factors Codec and Compression This is the encoding of analog voice to digital form decoding of digital form to analog wave form and compression of digital form to a smaller size MaxACD supports three types of codec G 711 G 729AB G 723 1 Packet Length Frame Size The size of the voice frame data payload transmitted in a packet For G 711 and G 729 you have choice of 1...

Page 198: ...llowing table lists bandwidth requirements for various transmission media with different codecs and frame sizes It assumes silence suppression is not turned on VoIP Bandwidth requirement for WAN connection varies depending on the type of WAN Bandwidth requirement typically is less than Ethernet requirement Opening Enterprise Manager To open Enterprise Manager use one of the following methods From ...

Page 199: ...main master IP address A Site Admin who logs into the Domain Master in this way has the same rights as DomainAdmin Enter MaxACD Administrator password Enter the domain master s IP address Admin member server IP address A Site Admin who logs in this way can make changes on this member server only Enter the MaxACD Administrator password for the member server Enter the member server s IP address WARN...

Page 200: ...column Configuration Buttons Server button displays the server ID length On the tabs here you can add and edit IP Dialing Table entries and you can add IP device ranges to a codec Codec button lets you configure individual codec profiles silence suppression codec jitter buffer range RTP packet length DTMF delivery enable disable SIP early media and SIP transport Department button lets you define d...

Page 201: ... protocols a different preferred codec can be used Each codec profile can have its own codec G 711 G 723 G 729 packet length and jitter buffer The codec profile can be assigned to a 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...

Page 202: ...axACD Administrator Manual Figure 19 4 Codec profile setting window in Enterprise Manager Named codec profiles are listed on the left To create a new profile click the Add button Figure 19 5 Add Codec Profile dialog box Name the new profile and click OK ...

Page 203: ... silence is detected during a call MaxACD stops sending packets to the other side This decreases the bandwidth requirement however the voice quality may be degraded slightly These are system wide settings G 711 G 723 G 729 Jitter Buffer Range ms Indicates the delay in milliseconds used to buffer G 711 G 723 G 729 voice packets received from the IP network Voice packets sent over the IP network may...

Page 204: ...ked the caller may not hear the exact ringback tone provided by the CO the caller may not hear any ringback tone at all SIP Transport There are several SIP Transport options UDP User Datagram Protocol is a communications protocol that offers a limited amount of service when messages are exchanged between computers in a network that uses the Internet Protocol IP TCP Transmission Control Protocol is...

Page 205: ...ure 19 7 Add IP Device Range dialog box 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 Defining the IP Dialing Table The IP Dialing Table is used for creating location based VoIP routing in the enterprise It supports SIP dual protocol To us...

Page 206: ...19 8 Enterprise Manager IP Dialing Table tab To add an entry to the IP Dialing Table click the Add button below the table Figure 19 9 Enterprise Manager IP Dialing table entry dialog box Define the attributes for the entry Parameter Description Server ID A unique dialing number to connect to the remote server The server could be MaxACD a 3rd party VoIP gateway or an AltiGen certified 3rd party VoI...

Page 207: ...ifying the remote extension length is optional but highly recommended since this 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 a Max...

Page 208: ...9 11 Add Department dialog box 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 ...

Page 209: ...e standby server takes control The change is transparent to direct connected calls See Switchover Considerations on page 200 The minimum configuration for system redundancy requires the following components A primary Softswitch server A secondary Softswitch server A Redundancy moderator A Voicemail server External Logger and a CDR database The next figures show two common configurations Figure 20 ...

Page 210: ...he active server to the standby server When an administrator clicks the Manual Switch Over button see Manually Switching Servers on page 208 When the active system shuts down or restarts if the setting Automatically assume control when active system is not available See Figure 20 4 Redundancy configuration dialog box When the network of the active server disconnects if the setting Automatically as...

Page 211: ...her applications can be either installed locally on each Softswitch system or run as external applications on a separate machine from the primary and secondary Softswitch Examples of these external applications include MaxCommunicator MaxAgent MaxSupervisor MaxReports VRManager and so on All of them have a keep alive connection with the Softswitch When switchover occurs each application detects th...

Page 212: ...ancy Moderator dialog box 4 Enter a redundancy key This key is used to authenticate the connection from the primary and secondary Softswitches You must use the same redundancy key on both the primary and secondary server The IP addresses of the primary and secondary server will appear once the servers connect to the moderator 5 Choose which server you want as the default active server primary or s...

Page 213: ... you installed in the previous step and click OK Step 3 Configure the Secondary Server Next you will configure the secondary server 1 Log into MaxACD Administrator on the secondary server 2 On the System tab choose Redundancy 3 Select Secondary as the system role 4 Enter the IP address for the primary server 5 Enter the redundancy key it must be the same key as on the primary server and click OK S...

Page 214: ...ettings or take a screen capture so that you can match each setting in the secondary server Close those dialog boxes 4 In the Components pane double click SIPSD and click Component Configuration 5 Jot down all of these settings 6 Click SIP Trunk Configuration In the dialog box click Copy To and copy those rows to a file Close those dialog boxes ...

Page 215: ...al tab choose the number and click the Apply To button Step 5 Reboot Servers and Restart Services You must reboot the servers and restart the service before you proceed You can use the AltiGen Start Stop all MaxACD Services tool for this see Start Stop All MaxACD Services on page 230 1 Shut down all services of the secondary server 2 Shut down all services of the primary server 3 Restart all servi...

Page 216: ...rtant Do not use an existing machine name as the DNS name When external services and applications query the DNS name they will get two IP addresses the first one is the address of the primary server the second is the address of secondary server External services and applications will try to connect to the first IP address If that connection fails they will then try to connect to the second IP addr...

Page 217: ...configure alerts 1 Open MaxAdministrator and choose Extension Configuration 2 On the Notification tab select the extension or group number and check the box When Redundancy Switch Over to This System Figure 20 7 System Switchover Notification in Extension Configuration General Maintenance This section discusses various maintenance tasks that may occur from time to time To check redundancy status f...

Page 218: ... status between the active system and the voice mail server Connected or Disconnected Redundancy Moderator Shows the server IP address and the connection status A field at the bottom shows the IP address of the active server Manually Switching Servers In the Redundancy Administration window see Figure 20 8 a Manual Switch Over button lets you switch control from the active server to the standby on...

Page 219: ... must use MaxAdministrator to log onto the active system If you log on to the inactive system the following message pops up Only Redundancy and Board Configuration can be configured on the inactive system Figure 20 9 Message from inactive system Redundancy Limitations The redundancy feature has the following limitations The Lync client will have a new workgroup login time every time the system swi...

Page 220: ...Chapter 20 Redundancy Configuration 210 MaxACD Administrator Manual ...

Page 221: ... Network Management Protocol configuration screen all 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 21 1 Reports System Summary window ...

Page 222: ...rint button IP Cumulative Traffic Statistics To view a report of all cumulative IP traffic click Reports IP Traffic Statistics The window displays IP trunk traffic information for all calls Figure 21 2 Reports IP Cumulative Traffic Statistics window This window displays the following data Parameter Description Internet Address The IP address of the VoIP system or device Packets Sent Number of voic...

Page 223: ...Pv3 agent MaxACD sends SNMP traps to the management console when alarming conditions are detected Note The SNMP traps are sent by the MaxACD services SPServ Softswitch up Softswitch down traps AltiKeep warm start trap and AltiServ all other traps so those services need to be started or the traps will not be sent SNMP Management Console To use SNMP you need an SNMP management console that is SNMPv3...

Page 224: ...traps Memory usage exceeds This trap is sent when MaxACD detects that the lowest virtual memory usage exceeds a specified percentage of physical memory configuration within a 10 minute duration Default value is 80 The next trap will be sent after the condition is cleared then occurs again The minimum duration between any two consecutive traps is 30 minutes Average CPU utilization exceeds This trap...

Page 225: ... alive packets after its initialization is completed Softswitch down specific trap When AltiServ exe stops responding to the keep alive packets sent by the SNMP Agent Gateway Media Server connection up specific trap When a gateway or HMCP Media Server connection state transitioning from down to up is detected Gateway Media Server connection down specific trap When a gateway or HMCP Media Server co...

Page 226: ... the condition is cleared then occurs again The minimum duration between any two consecutive traps is 30 minutes Excessive CPU utilization on Softswitch specific trap When MaxACD detects its average CPU utilization exceeds a specified percentage in any 10 minute duration The next trap will be sent after the condition is cleared then occurs again The minimum duration between any two consecutive tra...

Page 227: ...or Windows 2008 MaxACD for Lync software Microsoft Outlook client either Outlook 2007 or Outlook 2010 To integrate with Exchange 2007 Outlook 2007 should be installed at the MaxACD system A second Windows server for Exchange loaded with Exchange Server 2003 or 2007 software as appropriate If it is an Exchange 2007 server it should be installed on 64 bit system s with Windows 2003 64 bit or above O...

Page 228: ...t password Record this password for future troubleshooting Figure 22 1 MaxACD installation program user account AltiGen_NICEDRIVE 3 After installation add this user account to the Domain Admin group via Active Directory Users and Computers see Figure 22 2 4 If MaxACD was already installed on the system do the following a Create a new domain user account and add it to the Domain Admin group via Act...

Page 229: ...reated by the MaxACD install program or created by you in step 4 to the Domain Admin group in Active Directory Users and Computers Exchange Integration Configuration Steps After installation perform the following steps 1 Add Exchange Integration licenses to MaxACD see Figure 22 3 Figure 22 3 Add Exchange Integration licenses ...

Page 230: ...reated during installation 3 In MaxACD Administrator choose System Voice Mail Configuration then select Synchronize with Exchange and enter the name not the IP address of Exchange server see Figure 22 5 Select Synchronize with Exchange Enter the NAME not the IP address of the Exchange Server Figure 22 5 Selecting Synchronize with Exchange in MaxACD 4 Configure the names of each extension user such...

Page 231: ... E mail Name field contains alphanumeric characters only and does not contain other characters such as spaces or periods Figure 22 7 Assigning the Exchange Integration license to a user Note Each user needs to access their mailbox once via Outlook before synchronization will start working for that user If necessary see Testing for Synchronization on page 221 and Troubleshooting Tips on page 222 Wh...

Page 232: ...ystem as the AltiGen service account for example AltiGen_telesystem You will need the password you set up when you installed MaxACD 2 Select Control Panel Mail In Windows 2003 right click Microsoft Office on the Start menu and select Properties 3 Click Show Profiles In MaxACD there is only one profile there which is for the service account so that name should be AltiExch ServerName AccountName for...

Page 233: ...AltiWare ExchIntg This DWORD value should contain the number of milliseconds between polling If this value is not present in the registry a default value of 60000 1 minute is used by the system For performance reasons you should not set this value to below 60000 To avoid Access Deny error while sending messages If you have applied Microsoft patch ms06 029 when a MaxACD phone user attempts to send ...

Page 234: ...ration 224 MaxACD Administrator Manual If users experience a problem making calls to the Exchange server make sure the MSXML 6 0 Parser has not been deleted from the server Without it the speech engine services cannot play voice prompts ...

Page 235: ...ties menu in MaxACD Administrator Utilities for importing and exporting extensions from to a csv file and for importing extensions from Active Directory Under HMCP Tools HMCP Configuration For information on this tool see HMCP Configuration Tool on page 56 If you installed AltiGen s Custom Phrase Manager it is available off the Start All Programs menu You can use this tool only if you have an Alti...

Page 236: ...omponents panel select the files you want to back up 3 In the Backup To drop down list select the day of the week each day has its own folder in C altibackup for backing up files to or select Advanced 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 cli...

Page 237: ...the backup For each day use the lists to specify the time These time settings use a 24 hour clock You can accept the default target directories or 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 fi...

Page 238: ...rectory Important Make sure the version you restore the database files from is compatible with the current MaxACD version If incompatible files are restored the system will fail to restart 5 Click OK to start the restore process 6 When you are finished restoring backed up files restart the MaxACD switching services MaxACD Admin Extension Security Checker MaxACD Admin Extension Security Checker is ...

Page 239: ...rity 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 To check extension security 1 Select the security characteristics you want to check in the Show field group Status ...

Page 240: ...rt menu All Programs MaxACD for Lync Utilities Start Stop All MaxACD Services Figure 23 6 MaxACD Services Utility dialog box To shut down all MaxACD services click the Shutdown All MaxACD Services button Some examples of when you might want to do this are before you upgrade before running some utilities and tools and to apply certain configuration changes To start all MaxACD services click the Sta...

Page 241: ...is enables the diagnostic menu options Note Trace Collector is not available from a MaxACD Administrator installed in a remote machine The Trace Collector first examines the running status of MaxACD and the gateway and then checks whether each trace status is on or off If a trace status is turned off the MaxACD system will not produce those traces A message box pops up if MaxACD and the gateway ar...

Page 242: ...ltiserv txt atps cmdlog txt SIPPstnReg txt AltiBack_XXX trc AdvQOverflow log SipExtChanTbl log AltiKeep_XXX trc Ac2AppPathHdlTbl txt SIPKeepALive txt AnnouceRunLog txt FeatServ txt QESLLog txt AssertLog txt DbUpdateTrdLog txt AW_AstrCpyErrLog txt HGwGenLog txt Loggservice_Mutex txt CallQManLog txt HGwMsgLog txt MEMORYTRACE txt CDRLogDLL txt threadid txt NewCDRExt txt CDRLogTrace txt MidNightLog tx...

Page 243: ...ace package is collected by 66 the format of the file name is 66_Year_ Month_Day_Hour_Minute_Second _ExtesionNumber zip Free Space Displays the free space of the drive where the storage folder is located The folder must be in a local drive Change Storage Folder Pops up a folder browser window to select another storage folder After the change Storage Folder Free Space and the package list are refre...

Page 244: ...e C PostOffice phrases LangCustom directory on the gateway that is running MaxACD 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 named MusicOnWaiting To save the MaxACD system MusicOnWaiting file rename it before replacing it 3 Check the files you want to convert 4 In the Format panel select a for...

Page 245: ...E 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 components of your configuration Exporting and Importing Extensions You can im...

Page 246: ...ow many extensions were skipped and how many extensions failed 6 If an extension already exists a dialog box pops up asking if you want to replace the extension Figure 23 11 Confirm replacement prompt If you overwrite an extension fields that are not specified in the csv file are not overwritten with default values or blank values For example if the column Department is not included in the csv fil...

Page 247: ...4 Click the Read Active Directory button All user information is displayed in the table A record must have either an Ext Number or First Name or Last Name or Mail Address otherwise it will not be not listed in the table 5 Select the extensions you want to import You can use the Select All button but only records that have an extension number can be selected If an extension number is empty a warnin...

Page 248: ...23 14 Export Extensions dialog box 2 Click Explore and specify a name and location for the csv file you re about to create 3 Check the fields you want to export Use the Select All and Clear All buttons to select or clear all the check boxes Note You must export the extension number field 4 Click Export to save the extension configurations to a csv file A progress bar indicates how many extensions ...

Page 249: ...ense To use the AltiGen Custom Phrase Manager open the tool from the Windows Start All Programs menu Figure 23 15 Custom Phrase Manager dialog box Enter the following information and then click Login MaxACD server address Manager Extension Manager Extension password If you want to save the password for this application check the Always Save Password box Note The server address and the extension nu...

Page 250: ...elect an extension through which to record or listen to a phrase The table shows all custom phrases under the selected directory including Phrase name Date and time the phrase was created or last modified Phrase length A column for a description of the phrase Data can be sorted in ascending or descending order by clicking a column heading Buttons let you play create and edit phrases Creating New P...

Page 251: ...Playing a Phrase To play a phrase 1 Select the extension you will be using to listen to the phrase 2 Click the Play button The extension will ring 3 Answer the ring and a voice announces the phrase before playing it Figure 23 17 Playing a Phrase dialog box 4 After you finish listening hang up the phone and click OK in the AltiGen Custom Phrase Manager Editing a Phrase Name or Description To edit t...

Page 252: ...arning message indicates the ramifications of deleting the phrase 3 If you re sure you want to delete the phrase click Yes The phrase is deleted from the directory and from the table in AltiGen Custom Phrase Manager To Re record a Phrase To re record a phrase 1 Select the extension you will be using to re record the phrase 2 Select the phrase and click Re record 3 Click Re Record 4 When finished r...

Page 253: ...the RTP TCP port range s for SIP is to look in MaxACD Administrator View Current Resource Statistics All the ports are listed in the Local Ports column Alternatively you can figure the port range in the following way When MaxACD is running on a non Windows 2008 system BasePort 49152 When MaxACD is running on a Windows 2008 system BasePort 49664 This is because Windows 2008 has some system services...

Page 254: ...annels in GW n x 2 To connect the following applications through a firewall TCP UDP MaxAgent VM service for MaxAgent 10025 10026 10028 MaxSupervisor 10025 10027 10028 10029 10050 Client Applications Auto Update 10050 Remote MaxACD Administrator 10068 VRManager VRManager may not work behind NAT 10040 Network Assessment Tool 10010 MaxACD connects the following application through a firewall TCP UDP ...

Page 255: ...s 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 PT Monday through Friday except holidays If all representatives are busy your call will be returned in the order it was received within four hours under normal circumstances O...

Page 256: ...Appendix B Technical Support 246 MaxACD Administrator Manual ...

Page 257: ...ll Center menu 23 call control 45 call handling 138 140 171 172 for workgroups 171 incoming 138 Call Log View window 26 call parking 33 call priority caller ID routing 111 DNIS routing 113 setting 69 call recording configuring system wide 84 extension based recording 84 file name description 83 multiple gateways 84 remote shared directory 85 requirements 83 trunk based recording 84 call recording ...

Page 258: ...end notification 136 170 setting SMTP POP3 131 extension based recording 84 extension configuration 123 extension dialed digit translator 38 Extension Security Checker 228 Extension View window 26 external logging 47 F files backup 226 firewall opening ports 243 first digit 35 forced account code 126 forward from group greeting 168 G G 711 jitter buffer range 193 RTP packet length 193 G 711 G 723 ...

Page 259: ... 75 multilingual system auto attendant 78 configuring 77 configuring 12 for extension 79 configuring DNIS routing 80 configuring extension 79 multiple language system language used 81 music files converting 233 music on hold custom file 52 music on hold configuration 51 N navigating MaxACD Administrator 21 network management 187 network ports used by MAXCS 243 no answer handling 173 non workday ha...

Page 260: ...hreshold 156 services MaxACD stop start 230 SMTP POP3 62 Services menu 22 setting 10 digit dialing area codes 45 setting trunk attributes 100 setting up extensions 123 groups 127 workgroups 155 signal channel about 91 silence suppression 193 single call handling enabling 175 SIP Early Media 194 SIP tietrunk properties setting 101 SIP transport options 194 SIP trunk properties setting 102 skill set...

Page 261: ...ing order 168 voicemail playing order 131 VoIP codec profiles 191 VoIP bandwidth about 187 requirements 188 VoIP channel usage 27 VoIP menu 23 VoIP network management 187 W windows view components trunks etc 24 work days setting up 41 workgroup adding a 155 answer handling 174 business hours 160 caller IDs 184 configuration 151 configuring basic attributes 155 incoming call handling 171 logging ou...

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Summary of Contents for MaxACD Administrator

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Summary of Contents for MaxACD Administrator

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