AltiWare ACC 5.2 ™ Administration Manual 10/2008 4413-0001-5.
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc.
Contents About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 CHAPTER 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Technology Enhancements in Release 5.1 and 5.2 . . . . . . . . SIP Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . .
The AltiWare Administrator Main Window . . . . . . The Main Menu . . . . . . . . . . . . . . . . . . . . . . . Quick Access Toolbar . . . . . . . . . . . . . . . . . . . Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . The View Windows . . . . . . . . . . . . . . . . . . . . . . Boards View Window . . . . . . . . . . . . . . . . . . . Extension View Window . . . . . . . . . . . . . . . . . Trunk View Window . . . . . . . . . . . . . . . . . . . . Call Log View Window . . . . . . . . . . . . .
Detaching and Deleting a Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Changing Gateway ID and Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 AltiGateway Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 CHAPTER 6 Voice Mail Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Managing Messages . . . . . . . . . . . . . . Setting Message Notification Retries . .
CHAPTER 10 Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . 107 Application Extension Setup Application Failover Plan. . Application Information . . Readying the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Incoming Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 Regular Trunk Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 Outgoing Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 CHAPTER 13 In Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Caller ID Routing . . . . . . . . . . . . . . . . . . . .
Setting the Type of Notification . . . Setting Notification Timing . . . . . . Setting Notification Business Hours Enabling Message Notification . . . . Configuring Calling Restrictions . . . . Setting Call Restriction Options . . . Setting Other Call Restrictions. . . . Setting Answering Options . . . . . . . Forwarding All Calls . . . . . . . . . . . Do Not Disturb . . . . . . . . . . . . . . Handling Busy Calls . . . . . . . . . . . Setting Call Waiting Options . . . . . Handling Unanswered Calls . . . .
Setting Mailbox Playback Options . . . . . . . . . Setting Mailbox Capacities. . . . . . . . . . . . . . Setting Message Notification Options . . . . . . . Setting the Message Types for Notification . . Setting the Type of Notification . . . . . . . . . . Setting Notification Timing . . . . . . . . . . . . . Setting Notification Business Hours . . . . . . . Setting Call Handling Options . . . . . . . . . . . . . Handling Busy Calls . . . . . . . . . . . . . . . . . . Forwarding All Calls . . . . . . . . . .
Handling Unanswered Calls . . . . . . . Number of Rings Before Handling . . Setting IntraGroup Call Distribution . Queue Management . . . . . . . . . . . . . Setting Queue Phrase Options. . . . . Queue Announcement . . . . . . . . . . Expected Wait Time Sampling . . . . . Queue Overflow Forwarding . . . . . . Quit Queue Option . . . . . . . . . . . . . Supervisor Queue Control. . . . . . . . Agent Logout Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring AltiServ Behind NAT . . . . . . . . . . . . . . Defining the IP Dialing Table . . . . . . . . . . . . . . . . . . The Multi-site VoIP Domain . . . . . . . . . . . . . . . . . . . Creating a Multi-site VoIP Domain . . . . . . . . . . . . . Declaring Additional Servers for the VoIP Domain . . Working with Servers in the VoIP Domain . . . . . . . . . Adding a Server to a VoIP Domain . . . . . . . . . . . . . Rejoining a Server to the VoIP Domain . . . . . . . . . . Managing VoIP Domain Users . . .
Service Parameters/Request Information for T1 . . . . . . . . . . . . . . . . . . . . . 367 Service Parameters/Request Information for PRI . . . . . . . . . . . . . . . . . . . . .369 Service Parameters/Request Information for E1 . . . . . . . . . . . . . . . . . . . . . 370 APPENDIX C Network Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371 Remote IP Phones Behind NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About This Manual This guide is designed for dealers, administrators, and technicians who are responsible for installation, configuration, and administration of an AltiWare AltiContact Center (ACC) system. Another manual, the AltiServ User Guide, covers the AltiWare ACC end user features and functions such as call handling and voice mail.
2 AltiWare ACC 5.
CHAPTER 1 Overview AltiWare is AltiGen’s system software targeted for the small to midsize business and contact center market. AltiWare is designed with an intuitive easy-to-use graphical user interface so your IT staff can easily manage the system and reduce administrative costs. The software is designed to support voice and data communications converged into a single data network.
Chapter 1: Overview • SIP Extension Home Gateway Assignment - This feature affects only multichassis installations. The primary purpose of this feature is to allocate resources for the IP phone when conferencing, silent monitoring, barging-in, and conversation recording. This allows the administrator to configure sufficient VoIP resources in an AltiGateway chassis for IP phone users assigned to this home AltiGateway.
Chapter 1: Overview • Codec Profile - Multiple codec profiles with different settings can be created and applied to different locations. Each profile can have a different codec, jitter buffer, and packet length to accommodate different IP connections. • Bandwidth Control for VoIP Sessions - Each server can configure the maximum concurrent VoIP sessions based on its Internet or intranet bandwidth.
Chapter 1: Overview Capacity Improvements PBX Capacity • Maximum 400 extensions (IP and analog extensions) • Maximum 256 MobileExt ports per system (in addition to 400 IP and analog extensions) • Maximum 200 AltiView/AltiAgent sessions • Maximum 20 AltiConsole sessions • Maximum 20 AltiSupervisor sessions Call Center Capacity • Maximum configurable agents per workgroup - 512 • Maximum active login agents per workgroup - 256 • Total configured agents per system including all workgroups - 1280 • Total agent
Chapter 1: Overview • AltiView/AltiAgent users can assign an account code to a call without putting the caller on hold. (Release 5.2) • Line Park enhancements in Release 5.
Chapter 1: Overview • Ability to manage Activity greetings • Ability to transfer or conference by clicking in Speed Dial or Monitor lists • When user clicks Delete All in call history, confirmation is required • AltiView/AltiAgent users can assign an account code to a call without putting the caller on hold. (Release 5.
Chapter 1: Overview Key System Features The following sections list the key features of the AltiWare system. IP PBX Features Account Codes - allows the user to input an account code on each call to track telephone usage in order to bill back to clients or create a record of calls specific to a project and to budget and forecast expenses. Forced Account Codes force the user to input an account code on each call to track telephone usage.
Chapter 1: Overview Configurable Phone Display - the system administrator can configure the Caller ID, Name, or DNIS number displayed on a phone set. Conversation Recording - an extension user can record a conversation to voice mail or, with the appropriate license, to a central folder. Dialed Digit Translation - allows the administrator to select a single dialed digit that can be assigned to route a call to any destination.
Chapter 1: Overview Individual and System Call Pick Up - allows users to answer a ringing telephone from another station. Intercom Call - by pressing #93 on an analog phone, users can make an intercom call to an AltiTouch 510 or an AltiGen IP phone. If the phone is in idle state, the phone speaker will be turned on, and the voice path is connected. If the target phone is busy, the caller will hear a busy signal. This feature can be enabled or disabled per extension by the administrator.
Chapter 1: Overview Paging (analog trunk or station port) - allows paging through a Zone paging device connected to an analog trunk or station port. Paging (Audio-Out Port) - allows paging though a speaker connected to an audio output port. Personal Call Park and Pick Up - users can park calls at one station to be picked up at another station. Up to 50 calls may be parked at one station simultaneously. Calls parked to a group are protected.
Chapter 1: Overview Call Queuing - places caller in a queue to wait until an ACD group member becomes available. Call Queue Announcement - before a call enters a workgroup queue, the system announces the expected wait time or call queue length to the caller. Call to Queue Alert - agents can be alerted via a beep and a screenpop when a call enters the workgroup queue. Distinctive Ringing for Workgroup Calls - allows workgroup incoming calls to use a different ringing cadence from normal calls.
Chapter 1: Overview • Assigning skill level requirement (SKLR) to caller • Assigning skill level (SKL) to agent • Matching caller’s SKLR to agent’s SKL • Setting skill coverage and escalation rules Supervisor Silent Listen - allows a workgroup supervisor to silently listen to a call between workgroup agent and caller. Personal calls can also be silently listened to by a workgroup supervisor. Supervisor Barge In - allows a workgroup supervisor to barge into a call between workgroup agent and caller.
Chapter 1: Overview Auto Attendant (AA) Features The AA features provide quick and courteous processing of all incoming calls. An AA can be configured to serve as a primary attendant or as a backup to a receptionist. AA features include: Dial By Name - allows a caller who does not know your extension number to spell your name using the telephone key pad. The system will search the Directory and make a match on the name to connect the caller to the intended party’s extension.
Chapter 1: Overview Making a Call from the Voice Mail System - allows users to make a call from within the Voice Mail System by pressing # at the Main Menu and entering the internal extension or external phone number. This is especially useful while traveling where users can respond to all messages and make other calls not associated with a message, all with one call into the Voice Mail System. This can result in significant savings. The use of this privilege is configurable on a per-user basis.
Chapter 1: Overview Exchange Integration (ACM only) - provides message synchronization between AltiWare and a Microsoft Exchange server on the LAN. This feature allows for dynamic synchronization of mail between the two servers so that deleted messages from one server get automatically deleted in the other server. Similarly, a new message sent to one server is transmitted to the other server. This way, the message can be accessed or deleted from either server.
Chapter 1: Overview Monitor List - lets you configure an extension’s privilege to see other extension’s call activity through AltiView or AltiAgent. Password Security - allows administrators to lock extensions that have been “attacked” with false password attempts and to set default system passwords for newly created or newly assigned extensions. Out Call Routing Configuration - allows outgoing calls to be directed to particular trunk routes, based on parameters assigned in the Out Call Routing table.
Chapter 1: Overview Global IP Dialing Table - The IP Dialing Table is configured in AltiEnterprise Manager. The IP Dialing Table configuration is used to create location-based routing in the AltiEnterprise. Beginning with Release 5.1, the IP Dialing Table supports hop-off blocking by location to prevent unnecessary hop-off calling. H.323 Tie-Trunk Support - Ensures backward compatibility to systems using AltiWare versions prior to 5.1/5.2.
Chapter 1: Overview Optional Add-On Software The following software is optional: AltiConsole - a Windows-based Attendant console connected to AltiWare over a network; emulates a standard, hardware-based Attendant console through software; has the flexibility of adding new features through software without changing the hardware.
CHAPTER 2 AltiWare Requirements This chapter describes the hardware and software requirements for AltiWare 5.2. The chapter also includes the following: • Preparation for installation • List of AltiWare licenses • Installing AltiWare Administrator on a network client • Uninstalling AltiWare • Troubleshooting Minimum System Requirements This section lists the system requirements for AltiWare 5.2. Supported Operating Systems The following operating systems are supported in AltiWare 5.
Chapter 2: AltiWare Requirements CPU, Memory, and HDD Requirements The following table lists the minimum requirements for a single system. Number of Triton or Quantum boards per system CPU Type Available Memory Hard Disk Controller Power Supply 5V Requirement 12 V Requirement 1-3 1.2 GHz Celeron M 512 MB IDE RAID Single 300W 15A 6A or better 4-6 1.2 MHz Celeron M 512 MB IDE RAID Single 400W or Dual 400W load sharing recommended 20A 16A 7-15 3.
Chapter 2: AltiWare Requirements • Software license key—A 20-digit key located on the front of the End User License Agreement. The following table lists all licenses used in AltiWare 5.2. AltiWare Licenses The following licenses are available: Table 1. AltiWare ACC/ACM 5.
Chapter 2: AltiWare Requirements Installing AltiWare Admin on a Network Client AltiWare Administrator can be installed to a network client, providing the ability to manage the AltiWare system remotely. If there is no firewall on the LAN where AltiWare resides, AltiWare Administrator can be installed and used to manage AltiWare over the Internet from a remote site as well.
Chapter 2: AltiWare Requirements Error Message Solution An error occurred during the move data process. Make sure all AltiGen applications and services are stopped/closed before installing AltiWare. Setup cannot detect your system key. You must plug your system key into either a parallel or USB port for upgrading to AltiWare. Make sure your system key is fully inserted into your parallel or USB port prior to installing AltiWare. If error persists, reboot the system, then run setup again.
Chapter 2: AltiWare Requirements 26 AltiWare ACC 5.
CHAPTER 3 Getting Around AltiWare Administrator This chapter gives a brief overview of AltiWare Administrator, the program used to configure and administer the AltiWare AltiContact Center and AltiContact Manager applications (ACC and ACM). AltiWare Administrator has a graphical user interface with tabbed windows that makes it easy to use. Use it at the AltiWare ACC/ACM system, or use it remotely on any other PC on the LAN.
Chapter 3: Getting Around AltiWare Administrator To log out, click the Logout button, or select Services > Logout . Changing the Password Select Services > Change Password to open a Change Password dialog box. You’ll be prompted to type in and verify a new password, then click OK. The AltiWare Administrator Main Window When you run AltiWare Administrator, you’ll see something like this: Menu bar Buttons for quick access Status bar Figure 1.
Chapter 3: Getting Around AltiWare Administrator • System Opens windows where you can configure system settings, gateway management, voice mail, auto attendants, multilingual support, conversation recording, and application extensions. • PBX Opens windows where you can configure trunks, in call routing, out call routing, extensions, AltiGen IP phones, hunt groups, paging groups, line park, and MeetMe conference. You can also manage MeetMe conferences from this menu.
Chapter 3: Getting Around AltiWare Administrator Trunk. Opens the Trunk Configuration window. Shortcut for PBX > Trunk Configuration. Extension. Opens the Extension Configuration window. Shortcut for PBX > Extension Configuration. Workgroup. Opens the Workgroup Configuration window. Shortcut for CallCenter > Workgroup Configuration. IP Phone. Opens the IP Phone Configuration window. Shortcut for PBX > AltiGen IP Phone Configuration. AA. Opens the AA Configuration window.
Chapter 3: Getting Around AltiWare Administrator The View Windows The AltiWare Administrator main window hosts a number of child windows that provide various views into the internal system real-time status. Boards View Window The Boards window displays the hardware board types and their logical and physical IDs. For each installed board, it displays: • The board’s logical ID (the sequential ID of the board assigned by the system).
Chapter 3: Getting Around AltiWare Administrator Right-click an extension to display its physical location... ...or to open a line properties window specific to the selected extension. Figure 4. Extension View window Click on any column head to sort by that column. Click again to reverse the sort order. Double-click any extension number to open the Extension Configuration window for the selected extension.
Chapter 3: Getting Around AltiWare Administrator Right-click a trunk to display its physical location or to open a trunk line properties window specific to the selected trunk. Figure 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 extension is not ready or in use. The location format is logical board ID:channel—for example, channel 3 on the board in logical board ID 9 is location 09:03.
Chapter 3: Getting Around AltiWare Administrator 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 6. Call Log View window The window displays, for the last 30 calls, the caller line or number, the callee, the starting time in 24-hour format and the length of the call. When the call is from another AltiGen system, the call is displayed as “Caller System IP Address-Extension Number.
Chapter 3: Getting Around AltiWare Administrator • Unstaff—the number of agents who are logged out from the system and have become a virtual extension • Queue—the number of calls waiting in queue • Waiting Time—the longest wait time of callers in queue • Service Level— the percentage of calls in queue with queue time less than or equal to the defined service level threshold Current Resource Statistics Window The Current Resource Statistics window displays the total VoIP channels, available channels, and
Chapter 3: Getting Around AltiWare Administrator • Total Packet Loss Rate—the ratio of total number of lost packets versus total received packets • Max Packet Loss Rate—the maximum packet loss rate observed over a period of time during a whole session • Jitter —displays the average length of delay per voice packet in milliseconds. This number can be used to measure the quality of service on the network that connects the source and destination sites.
Chapter 3: Getting Around AltiWare Administrator Programs Available from the Windows Start Menu Several AltiWare programs are available from the Windows Start menu. Available under AltiWare ACC/ACM: • ACC/ACM Administrator 5.2—Lets you configure and administer your AltiWare system. • AltiEnterprise Manager—Manages multiple systems, and is where you set up the IP dialing table and IP codec profiles. See “Enterprise VoIP Network Management” on page 299. (Available also from AltiWare Administrator.
Chapter 3: Getting Around AltiWare Administrator 38 AltiWare ACC 5.
CHAPTER 4 System Configuration The System Configuration window provides for configuring the AltiWare ACC/ACM system-wide settings. To open the System Configuration window, do one of the following: • Click the System Configuration button on the toolbar. • Select System > System Configuration. You can then work with the following settings, each of which is accessed by a tab in the System Configuration window.
Chapter 4: System Configuration Figure 1. System Configuration, General tab You can set the following parameters and 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 the same external database. If you intend to create a multi-site VoIP domain, this number will also be the Server ID, which is used and displayed in AltiEnterprise Manager.
Chapter 4: System Configuration Parameter Description Manager Extension Select the system manager’s extension number.
Chapter 4: System Configuration Parameter Description Operator Extension and Group Members Select the extension to be used by the system operator. If the extension number you select is a workgroup or a hunt group, member extensions will show up in the Group Members box.
Chapter 4: System Configuration To set the number plan, select System > System Configuration, then click the Number Plan tab. Figure 2. System Configuration, Number Plan tab Use the Number Plan tab to specify the following parameters: Parameter Description Extension Number Length The number of digits for your extension numbering system. Valid entries are from 3–6. For example, extension 2001 and 4020 are 4-digit extension numbers.
Chapter 4: System Configuration Parameter Description DID Number Length The number of digits needed to match a DID (Direct Inward Dialing) number. The range is from 2 - 16. Each extension can be assigned a DID number. A DID number does not have a fixed length. For example, suppose the DID number length is 4 and the extension DID number is 2522999. Depending on the service contract with the Central Office (CO), the DID trunk can send all 7 digits (2522999) or just the last 4 digits (2999).
Chapter 4: System Configuration Parameter Description First Digit Translator Configuration Figure 3. 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 corresponding field. In the above example, if a user dials “*”, the system replaces this with “911”.
Chapter 4: System Configuration Parameter Description Extension Dialed Digit Translator Note: This feature is intended for, but not limited to, allowing a remote IP extension to make an emergency call (911) through AltiServ. If AltiServ is in a different location than the IP extension, the emergency call can be routed to the emergency center where the IP extension is located. Figure 4. Extension Call Routing To set up an Extension Dialed Digit Translator entry: 1.
Chapter 4: System Configuration Parameter Description 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.
Chapter 4: System Configuration Parameter Description IP Trunk Access – Only one IP trunk access option is allowed per system. To use Voice over IP, you must set up this access and, in addition, configure the IP Dialing Table as discussed in “Defining the IP Dialing Table” on page 312 and set the VoIP codecs as discussed in “Setting VoIP Codec Profiles” on page 304.
Chapter 4: System Configuration To access the Business Hours settings, select System > System Configuration, then click the Business Hours tab. Figure 5. System Configuration, Business Hours tab Multiple Business Hours profiles can be configured in a system. A default “System” Business Hours profile is already configured. Multiple Business Hours profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries. To add a Business Hours profile, click the Add button.
Chapter 4: System Configuration Parameter Description AM and PM Schedules For each day of the week, select the time periods during which the company is available for business. The time between the AM and PM times can be used to indicate a lunch break or time between shifts. If you 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.
Chapter 4: System Configuration Figure 6. System Configuration, Holiday tab Multiple Holiday Profiles can be configured in a system. Each Holiday Profile can include multiple holidays. A default “System” Holiday profile is already configured. Multiple Holiday Profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries. To create a Holiday Profile 1. Click the Add button beside Profile to open the Add Holiday Profile dialog box. Enter a name for the profile, then click OK. 2.
Chapter 4: System Configuration The holiday you added appears in the Holiday list. Additional holidays you create appear in the list and together make up the Holiday Profile. To set call routing 1. Select a Holiday Profile from the Profile drop-down list, and then select a holiday in that profile from the Holiday list. 2. Set call routing for “normal” holiday hours using the field group in the Normal section of the Holiday tab. This will be the default route for calls coming in on that holiday. 3.
Chapter 4: System Configuration Figure 7. System Configuration, System Speed tab Adding Speed Dial Entries To add a speed dial entry, 1. Click the Add button. The Speed Dial Configuration dialog box appears. 2. The next available ID is filled in for you, or you can select the ID number using the drop-down arrow. 3. Type in a name for the Speed Dial entry, then enter the full number as you would dial it, with a maximum of 20 digits per entry.
Chapter 4: System Configuration Editing Speed Dial Entries To edit an entry, double-click the number you want to work with, or select the number and click Edit. In the Speed Dial Configuration dialog box that appears, edit the entry and click OK. Figure 8. Speed Dial Configuration To delete a system speed dial entry, select it in the System Speed tab and click Delete. Note: System speed dial is read-only from AltiView and AltiAgent.
Chapter 4: System Configuration Figure 9. System Configuration, 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 each prefix.
Chapter 4: System Configuration Locking Attacked Extensions If a user enters eight consecutive invalid passwords when logging on to voice mail or to activate an extension, AltiWare considers this an attack. To protect your company from theft of services, you can lock an attacked extension for the period of time you specify (10 minutes - 23 hours, 59 minutes, and 59 seconds) in the Password Check field group. To unlock an extension, use the Extension Checker tool that is installed with AltiWare.
Chapter 4: System Configuration Creating Account Codes Account Codes let you enable or force users to assign incoming and outgoing calls to particular account codes for billing, tracking, or forecasting purposes. Up to 10,000 account codes can be created. To access the Account Code tab, select System > System Configuration, then click the Account Code tab. Figure 11. System Configuration, Account Code tab Adding and Deleting Account Codes To create an account/code association, click Add.
Chapter 4: System Configuration • How you want the system to manage an internal CDR database. • If CDR needs to be output through a COM port to another computer, which COM port and which baud rate to use. To learn more about internal and external CDR databases and schema, refer to the CDR Search Manual. To set up Call Reports, select System > System Configuration, then click the Call Reports tab. Figure 12.
Chapter 4: System Configuration Exporting Through a Local Port You can send the CDR to a COMM Port to export to, for example, a call accounting data processing system. To do this, select the Enable Data Output box in the Accounting Data Processing field group. Then select an Available Port and the Baud Rate. Country-Relevant Settings The Country Relevant tab in the System Configuration window contains group boxes for setting toll call prefixes and emergency numbers.
Chapter 4: System Configuration • 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.
Chapter 4: System Configuration Configuring Music On Hold and Recorded Announcements Callers 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 Quantum or Triton Analog Station board number to which the audio equipment is attached. To configure music on hold to play a file 1.
Chapter 4: System Configuration RTP Resource Usage In the event that AltiWare is controlling multiple AltiGateway systems, the music source can come from the primary system or another AltiGateway system. When a music source is in one gateway and listeners are in another gateway, one VoIP resource channel in each gateway is used to convey the music stream. Setting Greeting and Update Prompts To play a prompt before placing the caller into a hold queue: 1.
Chapter 4: System Configuration There are a total of nine activity codes; the first six are pre-configured as follows: 1 - System Default, 2 - Personal, 3 - Meeting, 4 - Away From Desk, 5 - Business Travel, 6 - Personal Time Off The remaining three activity codes (7, 8, 9) are not assigned and can be customized by the administrator. To customize an activity code, click the activity code and click Edit. In the Edit Activity dialog box, enter name of the Activity and click OK. AltiWare ACC 5.
Chapter 4: System Configuration Feature Profiles Select System > System Configuration, then click the Feature Profiles tab to configure feature profiles. Figure 15.
Chapter 4: System Configuration #32 #33 #36 #37 – – – – Enter Account Code Do Not Disturb Call Forwarding Remote Call Forwarding Other Features: #12 – Language Setting #38 – Outside Call Blocking #39 – Operator Offline #44 – Overhead Paging #45 – Overhead Paging by Trunk #46 – Group Paging #53 – Outgoing Workgroup #54 – Login Workgroup #56 – Logout Workgroup #59 – Workgroup Call Monitor #66 – Trace Collection #73 – Silent System Call Park #90 – READY to Receive Workgroup Call #91 – NOT READY to Receive
Chapter 4: System Configuration Important: If you assign a feature profile (for example: 2 - Sales Group) to an extension in Extension Configuration, and that feature profile is subsequently deleted and a new feature profile is created that uses the same number (for example: 2 - Marketing Group), the extension will automatically be assigned to the new feature profile.
CHAPTER 5 Gateway Management Beginning with release 5.1, AltiWare uses SoftSwitch architecture. With SoftSwitch architecture, AltiWare can control telephony boards that reside in different chassis (AltiGateways) and make them function as a unified system. Multiple AltiGen servers can be configured as AltiGateways. Each gateway is controlled by the AltiWare software, rather than by the hardware as in traditional switching center technology.
Managing AltiGateways Managing AltiGateways Whether you are using multiple gateways or one gateway, you will perform gateway management functions in the Gateway Management window. See “Minimum System Requirements” on page 21 for system requirements for multiple gateways. If your system does not meet these requirements, do not attempt to attach a second gateway to it.
Setting Parameters Setting Parameters To read or set parameters for a specific gateway, first select the gateway in the All Gateways list. After making changes to a gateway, click Apply before selecting another gateway. When you are finished with the window, click Close. Parameter Description All Gateways Lists all gateways that have been added using the Add button in this window. Status Shows the status of the selected gateway: active, disconnected, initializing, resetting, failed. (Read-only field.
Adding and Attaching a Gateway Parameter Description Set CT-Bus Clock This parameter determines which telephony board will provide the clock signal for the TDM bus. If you don't have multiple T1 or E1 boards in a gateway, the default Auto setting is recommended. The system will find the appropriate board to supply the clock. If you have multiple T1 or E1 boards in a gateway, the system will automatically select the one with the lowest logical board ID as the clock source.
Detaching and Deleting a Gateway To attach a gateway to the AltiServ system: 1. Select the gateway you want to attach. 2. Click the Attach button. It takes 2-5 minutes to attach a gateway, depending on how many boards are in the gateway. If a “Failed” message appears, you may have entered an incorrect IP address or password, or the gateway may already be attached. Detaching and Deleting a Gateway You can detach an AltiGateway without shutting down the AltiWare system.
AltiGateway Configuration Tool AltiGateway Configuration Tool The configuration tool that opens when you click the Config button in the Gateway Management window can also be opened from the Start > All Programs > AltiWare ACC/ACM > Gateway menu. When you open it from the Start menu, you’ll see this dialog box: Figure 3. AltiGateway Configuration Tool log-in dialog box Enter the IP address and password of the AltiGateway you want to check on, and click OK.
AltiGateway Configuration Tool Parameter Description Status The status of the gateway: active, disconnected, initializing, resetting, failed. Current Softswitch IP Address The IP address of the machine running AltiWare. Product Version The software version of the AltiGateway service. AltiWare ACC 5.
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CHAPTER 6 Voice Mail Configuration Use the Voice Mail Configuration window to control the following: • How the system processes voice mail notification • How the system processes voice mail deletion and expired messages • How the system records voice mail, system phrases, custom phrases, personal greetings, directory name recording, and queue phrases • Enabling or disabling of SMTP/POP3 service to deliver voice mail to an e-mail address as an attachment • Enabling or disabling Microsoft Exchange synchro
Chapter 6: Voice Mail Configuration Figure 1. Voice Mail Configuration, Messaging tab Setting Message Notification Retries When a message is sent to a user’s voice mailbox and outcall notification is configured, the system will try to call a phone number, pager, or an extension to deliver notification. You can set the retry setting for the notification as follows: Parameter Description Maximum Retry Count Can be between 0 and 16.
Chapter 6: Voice Mail Configuration Setting Message Management Options Set voice mail message confirmation and warning parameters: Parameter Description Confirm Message Deletion If checked, the system plays a voice message instructing the user to confirm request for deletion by pressing the # key. This prevents users from accidentally deleting messages with a single key entry.
Chapter 6: Voice Mail Configuration Parameter Description Postmaster Ext This field defines the extension that will be assigned as a Postmaster Extension. When the e-mail system receives an e-mail with an invalid e-mail account, the automatic reply to the sender (informing of the invalid e-mail account used) is sent from the defined extension. Note: The system always requires an extension to be specified as the Postmaster Extension. By default, the first extension in the system is used.
Chapter 6: Voice Mail Configuration Defining a Distribution List 1. On the Voice Mail Distribution List tab, select an ID (00 – 99) in the System Distribution List ID drop-down list. The list name, if any, now appears in the Name box; the members of the list are now displayed in the Member 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.
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CHAPTER 7 Auto Attendant Configuration The auto attendant (AA) feature provides quick and courteous processing of all incoming calls. An AA can be configured to serve as a primary attendant or as a backup to a receptionist. In a call-heavy environment the AA can greatly reduce the number of calls that need to be handled by the operator. You can set up to 255 different AAs. AA features include: • Multiple levels of tree structure. • Repeat current level or jump to a specific level.
Chapter 7: Auto Attendant Configuration record custom phrases, use pre-recorded phrases and use professionally recorded phrases.
Chapter 7: Auto Attendant Configuration To add an AA beyond the first 16: Click the AA Configuration button , or select System > AA Configuration. Exports all your AA settings to an HTML file Figure 1. AA Select window • Edit—opens the AA window, where you can edit the selected AA as described in “Editing Auto Attendants” on page 83. • Add—opens the Add AA dialog box. Select an ID in the drop-down list and type in a descriptive Name for the AA, then click OK.
Chapter 7: Auto Attendant Configuration Figure 2. AA window Note: You can check the Hide ‘No Action’ Items check box to hide items that are set to “no action.” This will give you a cleaner view of your various action items. Configuring Menu Items The AA is a tree-based structure 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".
Chapter 7: Auto Attendant Configuration Action Description Level - Repeat Current Level Repeats the level that contains the “Repeat Current Level” menu item. Level - Go to Top Level Go to the top level and repeat action items on the top level. Level - Go to Specified Item Goes to selected menu item at any level. A dropdown list appears from which you select the item. Call - To Ext./ Group Transfers call to an extension or group number you select in the drop-down list.
Chapter 7: Auto Attendant Configuration Action Description Adv. - Advanced Call Router When selected, the system will hand over the call to the Advanced Call Router application through the SDK API interface. The ACR application needs to log in to a virtual extension with the correct password. If the ACR application fails to connect, the system will execute the sub-level "&" as a fail action. Adv.
Chapter 7: Auto Attendant Configuration • For CDR logging, the IVRData field will log the collected digits as "Tag=xxxxx". For example, if tag is configured as "Account" and collected digits is "67663", the CDR database will log "Account=67663" in the IVRData field. • For AltiAgent client display, the above example is displayed as "Account=67663" on the View > IVRData section. • For CDR Search, the above example is displayed as "Account=67663" on the IVRData column.
Chapter 7: Auto Attendant Configuration Using Pre-Recorded Prompts AltiWare provides ready-to-use pre-recorded phrases. Phrase 0001 is the default AA greeting at the root menu level. Phrases 0291 through 0297 are phrases used for group queue prompts. Select the phrase you want to use in the Prompt field. To hear the prerecorded 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.
Chapter 7: Auto Attendant Configuration 6. The system will replay the recorded phrase. Press # if the recording is acceptable. 7. At the Phrase Management menu, press 2 to record additional prompts or star (*) to exit Phrase Management. Phrases are stored in the C:\PostOffice\Phrases\LangCustom directory. You can modify the phrase file to any meaningful name if you want.
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CHAPTER 8 Multilingual Configuration AltiWare ACC supports multiple language prompts (8 languages total) for trunk calls and extension users, letting you configure your system to handle the following types of scenarios in a multilingual environment: • An auto attendant (AA) may serve callers who speak different languages. AltiWare can be configured to let the caller select a preferred language in which to hear prompts. Once a language is selected, the whole call session will use the selected language.
Chapter 8: Multilingual Configuration • In the Extension Configuration screen, choose an available language for the internal user, if desired. • Enable the extension user to change the preferred language for the extension by using a feature code #12, if desired. • Configure the Language Setting in DNIS, if desired. Creating Language Phrase Packages For each set of phrases you want in a different language, you need to have phrases recorded in that language.
Chapter 8: Multilingual Configuration • LangCustom_Mexico Configuring for a Multilingual System To configure AltiWare as a multilingual system, select System > Multilingual Configuration. The Multilingual Configuration screen opens to the Language tab. Here you will add references to the language directories you created. These are the directories that contain phrases in other languages. Figure 2.
Chapter 8: Multilingual Configuration 4. Click OK. 5. Repeat these steps for each language you want to add. The contents of the fields System phrase directory and Custom phrase directory are fetched from the location where the language phrases are stored. They are not editable. Only the description of the language is editable here. To edit it, click the Edit button or double-click the row. The default language cannot be deleted.
Chapter 8: Multilingual Configuration Note: This configuration is on top of the regular AA configuration. The system will execute the regular AA action items after a language preference is selected by the caller. Configuring the Extension Extension users have a default language configured, and that language is always used for them whenever they hear a prompt on their extension. The default language is assigned in Extension Configuration > General tab. Figure 3.
Chapter 8: Multilingual Configuration 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 configured on the System > Multilingual Configuration > Feature Code tab: Figure 4. Configuring feature code #12 to enable a user to change an extension’s language selection To configure feature code #12 for language selection: 1. Check the Language Selection Prompt check box. 2.
Chapter 8: Multilingual Configuration Allows extension user to specify his extension’s language setting using #12 All feature codes are enabled, by default. Lastly, the extension user must have a feature profile assigned to him that includes #12. This is done on the Extension Configuration > General tab. To assign feature code #12 to an extension: 1. On the PBX > Extension Configuration > General tab, select the extension. 2.
Chapter 8: Multilingual Configuration Figure 5. Configuring the language setting in DNIS See “DNIS Routing” on page 165 for rules and restrictions on routing using DNIS. Which Language Will Be Used? AltiWare follows these rules to determine which language to use: 1. The extension user hears the prompts in the language configured or selected via the #12 feature code. 2. If the external caller selects a language in the auto attendant, AltiWare uses the selected language.
CHAPTER 9 Call Recording Configuration To use the centralized call recording function, make sure the following requirements are met: • You need a recording seat license for each extension that will be recording: either Dedicated Recording Seat licenses assigned to particular extensions or a Concurrent Recording Session license that is shared by a fixed number of extensions. • It is recommended that you have a separate storage server to store recorded files.
Chapter 9: Call Recording Configuration • calleeID is the target number or trk(bbcc) • workgroupID is the workgroup number for a workgroup call, or ext for extension call • DNIS is the DNIS number or NA for no DNIS number • sessionID is the CDR session ID Configuring Call Recording To configure system-wide call recording, including centralized recording for multiple gateways, do one of the following: • Click the Recording button on the toolbar. • Select System > Call Recording Configuration.
Chapter 9: Call Recording Configuration An FTP folder must be created for the Central Location, so that it can be fully accessible through FTP. The FTP Path must be pointed to the Central Location. Note: Important note for Windows 2003 Server users using a remote shared directory: Refer to the steps described in “Using a Remote Shared Directory” on page 101. 4.
Chapter 9: Call Recording Configuration Figure 3. “Sign up for online storage or connect to a network server” link This invokes the Add Network Place Wizard. Figure 4. 3. Add Network Place Wizard Click Next. You’ll see the screen below: Figure 5. Add Network Place Wizard 102 AltiWare ACC 5.
Chapter 9: Call Recording Configuration 4. Click Choose another network location and click Next. The following screen is displayed: Figure 6. 5. Type the address of the Web site, FTP site, or network location in the field, for example,”\\ServerName\sharefolder”; or use the Browse button to locate the destination path. Click View some examples for correct formatting. Then click Next.The following screen is displayed: Figure 7. 6.
Chapter 9: Call Recording Configuration Figure 8. 7. Click Finish. The network place you created should appear on the desktop. Figure 9. 8. Confirmation screen Network Place Created In the Recording Configuration window, use the Browse button to select the network place as the destination folder. 104 AltiWare ACC 5.
Chapter 9: Call Recording Configuration Figure 10. Recording Configuration Window AltiWare ACC 5.
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CHAPTER 10 Application Extension Configuration The application extension is an extension pilot number that allows an SDK-based addon application to log into the system and establish a communication channel to control trunk channels and interact with the system core PBX switching and voice processing service.
Chapter 10: Application Extension Configuration Figure 1. Application Extension Configuration window To set up an application extension: 1. In the Application Extension Configuration window, click the Add button and enter an extension number in the Add Application Extension dialog box. and click OK. Figure 2. Add Application Extension dialog box 2. The application extension appears in the AppExt List. 3. Type a password in the Password field. 4.
Chapter 10: Application Extension Configuration • AA—select the auto attendant number to use in the drop-down list under the option. AA settings are configured in System > AA Configuration. • Extension—select an extension from the drop-down list. • Operator—select an operator from the drop-down list.
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CHAPTER 11 Board Configuration This chapter shows how to configure AltiGen telephony boards: • Triton Resource Board, page 113 • Triton 30-Party Conference Board, page 113 • Quantum Board, page 113 • Triton Analog Station Board, page 114 • Triton Analog Trunk LS/GS and LS Boards, page 115 • Triton VoIP Board, page 115 • Triton T1/E1 Boards, page 116 • Virtual Boards SIP and H323, page 130 • MAX1000 Board, page 132 For information on how to install AltiGen boards, refer to the Quick Installation Guide prov
Chapter 11: Board Configuration Double-click the board you want to configure, and a Board Configuration window opens, similar to the following: Figure 2. Board Configuration window These are the attributes and buttons in the Board Configuration window (see each board type in the sections that follow for additional notes on each type): Parameter Description Board Info Board Logical ID: assigned by AltiWare. Board Name: the type of board installed in the system and its physical ID.
Chapter 11: Board Configuration Important: To implement some board configuration changes, you must shut down and restart by choosing Services > Shut Down All Services (which also closes AltiWare) and then restarting AltiWare. If this is necessary, a message will pop up telling you so. Using the Triton Resource Board The Triton resource board requires no configuration. Board resources are available when the board is installed. The resource board has a maximum of 12 bridges for: • 6-party conferencing.
Chapter 11: Board Configuration • For Quantum boards in a Windows 2000 system, the valid physical board IDs are 115. The physical board ID 0 is not supported. • Depending on whether the channel is a line or a trunk line, double-clicking a channel in the Channel Mapping List opens either a Line Properties window (see “Quantum Line Properties” on page 188, or a Trunk Line Properties window (see “Quantum Trunk Properties” on page 157).
Chapter 11: Board Configuration Configuring the Triton Analog Trunk LS/GS and LS Boards The Triton Analog Trunk board is a long form factor PCI telephony card that supports 8 or 12 trunks, and is available in two models; loop start/ground start (LS/GS) and loop start (LS). Both models have the same features regarding LS. The LS/GS board is required when ground start trunks may be required. Double-click the board in the Boards window to open the Board Configuration window, similar to Figure 2 on page 112.
Chapter 11: Board Configuration Configuration Double-click the TritonIP board in the Boards window to open the Board Configuration window, similar to Figure 2 on page 112. See attribute descriptions below Figure 2. Note the following additional information: • Clicking the Board Configuration button opens a window that displays the board serial number, DSP clock, and physical and logical IDs. The drop-down list in the Configure Type field lets you select between a 12-port G.711/G.723/G.
Chapter 11: Board Configuration You can configure the board type: either T1 or E1 to run T1 CAS, T1 PRI, or E1 CAS, E1 PRI. Additional steps are needed to further configure the CAS or PRI protocol in the Protocol Configuration window, shown in Figure 9 and Figure 10. Figure 6. Triton T1/E1 Configuration dialog box (For information on adding and removing mobile trunks, see “Mobile Extension Configuration” on page 227.
Chapter 11: Board Configuration Figure 8. Triton E1 configuration dialog box Reading the Status Messages If the channel group is working, the Status line displays OK. This status line is updated every 3 seconds. If there is an error, a message is displayed. The following table lists the types of error messages and the appropriate actions. Error Message Meaning Action HW failure: Major hardware problem. Board is not responding to commands.
Chapter 11: Board Configuration Error Message Meaning Action L1 failure: Layer 1 failure, CO notifies that the configuration is wrong; RAI = Remote Alarm Indicator Correct the settings. L1 failure:
Chapter 11: Board Configuration Error Meaning Line Code Errors Line Code Error is defined as an occurrence of a bi-polar variation or excessive zeroes. Bit Errors Bit Errors are defined as a CRC-6 error in ESF, FT-bit error in SLC-96 and F-bit or sync bit error in SF. Xmt Frame Slips Transmit Frame Slips counter shows the number of frame slips for the transmitter Clear button Use the Clear button to reset the statistics counters.
Chapter 11: Board Configuration Option Notes System Clock Master You can set the System Clock Master if you have a backto-back configuration and you want this span to be the master clock to the system. (Only one clock master should be selected in a back-to-back system.) See the following section on T1/E1 clocking.
Chapter 11: Board Configuration Figure 9. Figure 10. T1 PRI Protocol Configuration dialog box (top half) T1 CAS Protocol Configuration dialog box (top half) Selecting Span Types • T1 CAS—select this option to associate all channels on the span to T1 CAS. • Regular ISDN PRI—select this option to indicate 23B+D ISDN PRI span and to designate the last channel as the D channel. • Enable Tie Trunk—check this box to enable a tie trunk. Tie trunks must terminate to a system also configured as a tie trunk.
Chapter 11: Board Configuration Figure 11. E1 PRI Protocol Configuration dialog box (top half) Figure 12. E1 CAS Protocol Configuration dialog box (top half) Selecting Span Types • E1 CAS—select this option to associate all channels on the span to E1 channel associated signaling. • Regular ISDN PRI—select this option to indicate 30B+D ISDN PRI span and to designate the 16th channel as the D channel. • Enable Tie Trunk—check this box to enable a tie trunk.
Chapter 11: Board Configuration Setting the ISDN PRI Switch Mode If you select a Span Type of Regular ISDN PRI in the T1 PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. Figure 13. T1 PRI Switch Mode The top four settings are used for a connection to a CO switch: • AT&T 4ESS PRI • AT&T 5ESS PRI • NT DMS-100 PRI • NI-2 PRI (default) The bottom four settings are used for a PRI tie trunk configuration where two AltiWare systems are connected back to back.
Chapter 11: Board Configuration If you select a Span Type of Regular ISDN PRI in the E1 PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. E1 PRI Figure 14. E1 PRI Switch Mode The top three settings are used for a connection to a CO switch: • Austel TS014 PRI • ETSI NET5PRI • NT DMS-100 PRI The bottom three settings are used for a PRI tie trunk configuration where two AltiWare systems are connected back to back.
Chapter 11: Board Configuration Configuring an ISDN Numbering Plan The ISDN Numbering Plan button in the Protocol Configuration window opens the PRI ISDN Numbering Plan dialog box. This function allows you to select how the system will identify and code the Called Number for six different types of calls. This coding instructs the CO on how to interpret the number being sent to it. Figure 15.
Chapter 11: Board Configuration • Numbering Plan: – Unknown – ISDN – National – Private The setting Unknown is used when the user or network has no knowledge of the numbering plan. In this case, the number digits field is organized according to the network dialing plan. B Channel Maintenance Message: This setting controls B channel initialization and maintenance message exchange between AltiWare and the CO, when the system starts up.
Chapter 11: Board Configuration Setting PRI Calling Numbers A PRI Calling Number Setting in the bottom half of the Protocol Configuration dialog box lets you set the numbers you want your Carrier to accept. Figure 16. PRI Calling Number Setting Most PRI trunks allow an AltiServ system to send calling numbers. For example, 10 different extensions in the same PBX system have 10 different DID numbers. With the calling number feature provided by Carriers, the callee will receive a more accurate caller ID.
Chapter 11: Board Configuration If AltiServ detects the Calling Number is not accepted by the Carrier, it will always send the number you enter in the text box at the lower right side of the dialog box as the Calling Number. Enter an appropriate Calling Number in this box. Installing a Channel Service Unit (CSU) This section discusses installing a CSU to the Triton T1 or T1/E1 Board. The channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX.
Chapter 11: Board Configuration Configuring Virtual Boards SIPSP and H323SP A VoIP connection typically consists of two parts: • Signal Channel—responsible for setting up and tearing down a call using protocol. For example, SIP protocol is used in AltiWare to build a signal channel between the server and the IP phone. • Media Path—responsible for encoding, transmitting, and decoding voice for both parties.
Chapter 11: Board Configuration The number of configured channels and licensed channels are displayed. AltiServ is set by default to support 60 SIP extension channels. You can change the number of SIP extension channels and tie-trunk channels, up to 400. 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 Channels fields.
Chapter 11: Board Configuration Configuring the MAX Board The MAX Server is a telecom appliance that consists of an embedded DSP board and two access board slots. AltiWare treats the entire MAX system as one board with two access board options. The Boards window displays the MAX board as “MAX[xxyy(-T1),xxyy]: Figure 19. Boards View showing MAX board xx refers to the number of analog trunks, and yy refers to the number of analog extensions. If an access board has a T1/E1 port, -T1 is added to the end.
Chapter 11: Board Configuration Double-clicking a channel in the Channel Mapping List opens the appropriate configuration dialog box for that channel. • For information on configuring the T1/E1 trunk, see “Triton T1/E1 Trunk Properties” on page 145. • For information on configuring the Triton Analog Trunk, see “Triton Analog Trunk GS/ LS Properties” on page 148. • For information on configuring a Triton Analog Line, see “Triton Analog Station Line Properties” on page 189.
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CHAPTER 12 Trunk Configuration Trunk attributes and parameters are set using the Trunk Configuration window. The attributes and options available depend on the type of board and trunk. This chapter discusses general configuration options applicable to all trunks, followed by specific configuration options for the following trunk types: • H.
Chapter 12: Trunk Configuration Figure 1. Channel Information box Opening the Trunk Configuration Window To open the general Trunk Configuration window, do one of the following: • Click the Trunk Configuration button in the toolbar. • Select PBX > Trunk Configuration. • Double-click a trunk in the Trunk View window. 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.
Chapter 12: Trunk Configuration The Trunk Configuration window opens: Figure 3. Trunk Configuration, General tab Selecting Trunks to Set Attributes The title bar of the Trunk Configuration window displays the card and the channel of the selected trunk. The list on the left shows all the configured trunks. The Location format is the same as in the Trunk View window, that is, Logical Board ID : Channel Number. The logical board ID is assigned by the system.
Chapter 12: Trunk Configuration Setting General Trunk Attributes Select a channel to view its current attributes. You can then set or change the following attributes. If an option is grayed out, it is not available for that type of trunk: • Access Code—Assign a trunk access code to the selected trunk. If you need to use a trunk access code other than 9, you must first set this up on the Number Plan tab of System Configuration (see “Setting a System Number Plan” on page 42).
Chapter 12: Trunk Configuration Paging—This configuration is for an overhead paging equipment and requires a Loop Start trunk port. The paging equipment will provide loop current to the trunk port. When this option is selected, you can assign an ID in the drop-down list. The range of paging IDs are from 00 to 99, which allows AltiWare to be connected to up to 100 paging systems through trunks for multi-zone paging applications. To activate a trunk paging port, dial #45 and the ID number.
Chapter 12: Trunk Configuration Note: For IP tie trunks, use the IP Dialing Table in AltiEnterprise Manager to set the dialing scheme (AltiEnterprise Manager is available by selecting VoIP > Enterprise Network Management, or from the Windows Start menu). • Trunk Call Predial String—To have the system automatically insert the configured digits whenever the selected trunk is used for outgoing calls.
Chapter 12: Trunk Configuration • Holiday Profile—A holiday profile can be assigned to a trunk. The drop-down list selection is based on settings configured in the Holiday tab of System Configuration (see “Routing Calls on Holidays” on page 50). • Business Hour Profile—A business hour profile can be assigned to a trunk. The drop-down list selection is based on settings configured in the Business Hours tab of System Configuration.
Chapter 12: Trunk Configuration H323 Tie Trunk Properties To open a trunk configuration dialog box for an H323 tie trunk, do one of the following: • In the Trunk Configuration window, select an H323 trunk type, then click the Trunk Properties button. • In the Board View window, double-click an H323 board type, then click the Board Configuration button. Board configuration is discussed in “Configuring the H323SP Board” on page 131.
Chapter 12: Trunk Configuration SIP Trunk Properties Traditionally telecom trunks are from your local carrier’s PSTN switch and the dial tone is provided via either analog trunks or T1/PRI digital trunks. A new type of service called “IP Dial Tone,” which allows you to dial a long distance call at a lower rate, is available. IP Dial Tone is delivered through your IP data network, and the service provider can be anywhere in the world, as long as the VoIP data packets can be routed properly.
Chapter 12: Trunk Configuration The SIP Trunk Configuration dialog box opens: Figure 5. SIP Trunk Configuration dialog box and Edit box To edit a line, click the Edit button, fill in the blanks, and click OK.
Chapter 12: Trunk Configuration Triton T1/E1 Trunk Properties To open a configuration dialog box for a Triton T1/E1 channel, do one of the following: • If you’re in the Trunk Configuration window, select a Triton T1/E1 channel from the trunk channels list, then click the Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. Figure 6.
Chapter 12: Trunk Configuration Parameter Description Caller ID and DID Collection You can select the maximum time-out delays, in seconds, and the appropriate sequence of symbols to be collected for Caller ID and DID. Max. seconds before the first digit Maximum wait time before time-out for the system to identify this digit after either the first ring in ground start or loop start or the wink in wink start. The range is from 1-6 seconds, or None, with a default value of 3 seconds.
Chapter 12: Trunk Configuration Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequence window. Figure 7. Sample Incoming Sequence window When a call comes in, the system tries to match the incoming sequence to either the first or second Incoming Sequence Digit String sequence. If no match is found, no Caller ID or DID digits will be collected. • The system waits 3 seconds for the first digit to arrive.
Chapter 12: Trunk Configuration Triton Analog Trunk GS/LS Properties To open a configuration dialog box for a Triton Analog Trunk GS/LS channel, do one of the following: • If you’re in the Trunk Configuration window, select a Triton Analog Trunk GS/LS channel from the trunk channels list, then click the Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. Figure 8.
Chapter 12: Trunk Configuration Parameter Description Incoming Ring Single—Default setting for North America Double—For countries using Ring-Ring-Silent type of ring pattern Impedance The resistance of electrical current to alternating current, measured in Ohms. Impedance occurs when power or signal is transferred from one circuit to another. When a trunk interface impedance is greatly mismatched with the CO analog line, it may result in static noise and echo heard by IP phone users.
Chapter 12: Trunk Configuration Parameter Description Tone Disconnect Busy tone (reorder tone, fast busy tone, error tone, and so on) or dial tone (continuous tone, and so on). This should be used in conjunction with drop in loop current. For COs who cannot guarantee loop break, this may be the only option. Receiver/ Transmission Gain Slide setting adjusts the gain from -6 dB to 6 dB for every Triton Analog Trunk channel. The gain is not adjustable, by default.
Chapter 12: Trunk Configuration Parameter Description Rx Level at 600 Ohms The Rx Level measurement at 600 Ohms, obtained by clicking the Test Rx Level button. See Test Rx Level button, below. Test Rx Level button Tests the receiving level of the trunk channel on a call to your local CO’s Milli-Watt Test Number after you set the Impedance parameter to 600 Ohms and the Rx Gain to 0dB. Results are displayed in the Rx Level at 600 Ohms field.
Chapter 12: Trunk Configuration Note: If the Hybrid Echo Return Loss reading of a trunk is worse than -6 dB, for example, -5 db, the trunk may be subject to VoIP voice quality problems. Use this trunk to connect to analog phones only, or configure it to be the least used trunk. (Acceptable range for Hybrid Echo Return Loss is -6dB to -26dB.) Noise Level should be less than -67dBm (acceptable range is -67dBm to 90dBm). 2. Make calls from the trunks to test voice quality. 3.
Chapter 12: Trunk Configuration 4. Click the Test Rx Level button. When the test is complete, the Test Rx Level dialog box is displayed: 5. Click OK. The Rx Level measurement is displayed in the Diagnosis section of the main dialog box. If you call your local CO’s Milli-Watt Test Number, the acceptable range for Rx Level should be between -6dB and -3 dB, with -5dB being ideal. 6. Restore the Impedance and Rx Gain settings, and click OK.
Chapter 12: Trunk Configuration Figure 11. 3. Set the Timeout to Repeat Current Level. Figure 12. 4. Setting the AA to play a prompt phrase Setting Timeout to Repeat Current Level Select a trunk as a testing reference—an analog trunk with a specific phone number is best—and set the trunk In Call Routing to the Test Line Loss AA. 154 AltiWare ACC 5.
Chapter 12: Trunk Configuration Figure 13. Setting trunk In Call Routing to an AA 5. Call from one trunk to the testing reference trunk. You should hear a 1kHz tone playing at the originating side. 6. While the tone is playing, measure the Rx Level at the trunk that is making the outgoing call. If the reading is less than -6 dB, for example -3 dB, take the following steps to attenuate the gain for the Triton Analog Trunk to IP phone connection: a.
Chapter 12: Trunk Configuration If the reading is worse than -18 dB, you should contact your CO to adjust the line loss to the acceptable range. 156 AltiWare ACC 5.
Chapter 12: Trunk Configuration Quantum Trunk Properties The Quantum board is a supported but discontinued board. To open a configuration dialog box for a Quantum channel, do one of the following: • If you’re in the Trunk Configuration window, select a Quantum channel from the trunk channels list, then click the Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the Quantum channel and select Channel Properties. Figure 14.
Chapter 12: Trunk Configuration Parameter Description Incoming Ring Type Single—Default setting for North America Centrex Flash Duration (ms) Specifies the Flash Duration time in milliseconds, with a range from 50 ms to 1000 ms. This setting complements the Centrex Flash Support option in the General tab for the trunk. Detect Trunk Status By Loop Current When selected, the analog trunk will check the loop current and if connected will change the state to “Idle.
Chapter 12: Trunk Configuration Parameter Description Transmit to CO (dB Gain) Slide setting adjusts the gain from the trunk to the CO from 0 dB to -7 dB for every Quantum Trunk channel. The default setting is 0 dB, and it is highly recommended not to change this setting. Caution! Setting the volume too high will cause distortion in voice quality and/or missed DTMF digits. AltiWare ACC 5.
Chapter 12: Trunk Configuration Incoming Call Routing To set incoming call routing for a trunk, select the trunk on the General tab, then click the In Call Routing tab in the Trunk Configuration window. The trunk location appears in the title bar. Figure 15.
Chapter 12: Trunk Configuration Figure 16. Trunk Configuration, Out Call Blocking tab If you select Trunk allowed for Outside Calls at Any Time, call restrictions set in System Configuration, Outcall Routing, and Extension Configuration still apply to calls made on the trunk. If you select Outside Calls Allowed According to 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.
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CHAPTER 13 In Call Routing Configuration In Call Routing rules determine how the system routes incoming trunk calls to various targets. The system’s routing steps are as follows: Step Routing Process 1 Match DID number configured in extension, workgroup, or hunt group. If there is no match, go to the next step. 2 Match caller ID defined in the Caller ID Routing table. If there is a match and • today is a holiday, route the call according to the Holiday Profile’s routing rules.
Chapter 13: In Call Routing Configuration Caller ID Routing When an incoming call comes through a trunk with Caller ID, the system can route the call to the proper extension, to the auto attendant, or to the operator, based on the Caller ID number collected. In order to locate an entry in the Caller ID table for an incoming call, a full match is required. To access Caller ID routing, click the Caller ID Routing tab in the In Call Routing Configuration window. Figure 1.
Chapter 13: In Call Routing Configuration Defining Caller ID Routing After adding an entry, you define it by first selecting it in the list. When you select an entry, its name and other defined attributes, if any, appear in the fields of the tab. You can edit any of these attributes.
Chapter 13: In Call Routing Configuration Figure 2. In Call Routing window, DNIS Routing tab Adding and Deleting DNIS Route Entries To add entries to the DNIS routing table, click the Add button. In the dialog box that appears, type in a DNIS Number and a descriptive DNIS Name, then click OK. The number and name entries have the following requirements: • The DNIS Number must be the numbers 0–9 (the hyphen is not accepted in this dialog box).
Chapter 13: In Call Routing Configuration • Non Workdays Within each of these three time slots, you have the following routing options for incoming calls: • Route to a particular extension selected in the drop-down list • Route to a particular auto attendant selected in the drop-down list • Route to the operator 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 Ho
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CHAPTER 14 Out Call Routing Configuration There are two ways to initiate outbound dialing in an AltiGen PBX: • Using the trunk access code The trunk access code is easy to configure and use. However, it does not have the capability to resolve complicated dialing situations. • Using the route access code Using the route access code with the Out Call Routing table can resolve the following complicated dialing situations: – Multiple 10-digit dialing area codes.
Chapter 14: Out Call Routing Configuration Configuring Out Call Routing To configure out call routing, select PBX > Out Call Routing Configuration. The following configuration steps may help you configure out call routing correctly. 1. Before you configure Out Call Routing, make sure a route access code is configured in the System Configuration window, Number Plan tab.
Chapter 14: Out Call Routing Configuration Working with Route Definitions A route definition consists of a route name and group of trunks, listed in the order that the system will use for outgoing calls. Figure 1. Out Call Routing Configuration, Route Definition tab Parameter Description Route Index For identification purposes only. Route Name Description of the route (maximum 40 characters). Digit Manipulation You can insert or delete digits from the dialed number.
Chapter 14: Out Call Routing Configuration To create a route 1. Click Add under the route definition list. The Add an entry dialog box appears: 2. Type in a name and index number, and click OK. 3. To add trunks to the route, select trunks from the Not Member list and use the button to move selected trunks to the Member Trunks list. 4. Use the Up and Down buttons to change the position of a trunk in the Member Trunks list. This is the order in which trunks are accessed. 5. Click Apply.
Chapter 14: Out Call Routing Configuration Click the Default Routes tab in the Out Call Routing Configuration window to configure default routes. For each type of call, the system will use trunks specified in the “1” field, if available, otherwise use trunks in the “2” field, and so on. Figure 2.
Chapter 14: Out Call Routing Configuration • 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 dialing patterns. To create a dialing pattern 1. Click the Dialing Pattern tab on the Out Call Routing Configuration window. Figure 3. Out Call Routing Configuration, Dialing Pattern tab 2. Click the Add button.
Chapter 14: Out Call Routing Configuration 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 process the call that has this dialing pattern. If the first route is busy or not in service, the system will use the second route, and so on. • If a dialing pattern requires the system to add or remove digits, a route with digit manipulation configuration needs to be set up correctly.
Chapter 14: Out Call Routing Configuration Configuration Example - Solving 10-digit Dialing Situation: Company ABC located in Dallas, area code 214, has one PRI circuit from the local carrier. Both 214 and 972 area codes are local 10-digit dialing area codes. The carrier will reject the call if the system dials 1214 or 1972 when dialing a local call. Configuration Steps: 1. Create a route to include all the T1 channels. 2. Apply the route to Default Routes. 176 AltiWare ACC 5.
Chapter 14: Out Call Routing Configuration 3. On the Dialing Pattern tab, add two dialing patterns: “1214” and “1972”, each with a pattern length of 11. 4. Define a route called “10-digit Dialing” and add all T1 channels to the route. In the “Digit Manipulation” section, check the first box, select Delete from Head, and delete 1 digit: 5. Apply the “10-digit Dialing” route to dialing pattern 1214 and 1972: AltiWare ACC 5.
Chapter 14: Out Call Routing Configuration Resolving Dialing Delay for Non-USA/Canada Countries When installing the AltiGen system outside of North America, you may experience dialing delay when dialing through E1/PRI trunks that are using en-bloc (buffering digits and sending all digits at once). The system dialing logic may cause a 7-second inter-digit dialing delay for en-bloc trunks. To reduce the dialing delay, the following configuration is recommended: 1.
Chapter 14: Out Call Routing Configuration [Need new screen shot] 3. On the Dialing Pattern tab of the Out Call Routing Configuration window, add dialing pattern definition entries for the following prefixes: • prefix = 0, length = 11 • prefix = 00, length = 14 • prefixes = 1-9, each length = 7 In the Route Priority field, use the drop-down list to select the En-Bloc route definition (assigned in step 2).
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CHAPTER 15 Extension Configuration The Extension Configuration window provides for creating extensions and setting their attributes. To open the Extension Configuration window, do one of the following: • Click the Extension Configuration button on the toolbar. • Select PBX > Extension Configuration. Note: To set up an application extension, see “Application Extension Configuration” on page 107. To set up an IP extension, see “Setting Up IP Extensions” on page 213.
Chapter 15: Extension Configuration • Physical Extensions are associated with a physical port and device, usually a telephone set. This is what most users think of as an extension. • Virtual Extensions are not associated with a physical port. Virtual extensions can be used as message mailboxes and in telephone sharing environments. Users of a virtual extension can log in on any available station to access physical extension features using Feature Codes.
Chapter 15: Extension Configuration extension to all AltiServ systems within the VoIP Domain, check the Global Extension check box. “(Global)” will be displayed beside the extension’s type in the Agent/Supervisor/Extension list. No configuration is needed on other AltiServ systems on behalf of this extension.
Chapter 15: Extension Configuration (Ext. 101 using 1012, 9101, 10101, and so on) are not allowed. The letters map to numbers as follows: Numbers Letters Numbers 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 • DID Number—Each extension can be assigned a DID number.
Chapter 15: Extension Configuration • Enable Intercom—Select this box to enable the intercom call feature for this extension. Pressing #93 allows the user to make an intercom call to another intercom-enabled extension. Note: Intercom is only available for extensions on Triton Analog Extension Boards and AltiGen IP Phone Extensions. The option is unavailable for extensions on Quantum boards. • Agent - Allows the extension to be added as a member of one or multiple hunt groups or workgroups.
Chapter 15: Extension Configuration • Dedicated Seat—Assigns this extension a recording license for its exclusive use. The license is consumed whether or not the extension is recording. Recording Options for Non-Workgroup Calls • Disable—No recording of non-workgroup calls.
Chapter 15: Extension Configuration Physical Location and Type You can change the extension’s type and location. Changing the Type The type of extension—physical or virtual—is set when you create the extension. After you create the extension, the type is displayed in brackets in the Agent/Supervisor/ Extension list on the left side of the Extension Configuration window. You can change a Virtual extension to a Physical one, and vice versa.
Chapter 15: Extension Configuration Quantum Line Properties If you select a Quantum board extension and click Line Properties, you’ll see the Quantum Line Properties dialog box. Figure 2.
Chapter 15: Extension Configuration Parameter Description Transmit to phone (dB Gain) Range is 0 to -7 dB. You can decrease the extension phone's receiving volume up to 7dB with this setting. When it is decreased, the volume is lower for the extension user. Default is 0. Triton Analog Station Line Properties If you select a Triton Analog Station Board extension and click the Line Properties button, you’ll see the Triton Analog Station Line Properties dialog box.
Chapter 15: Extension Configuration Parameter Description Message Waiting Signal Type Type of Message Waiting indicator for the phone set: • None • FSK/SDMF—Frequency Shift Keying/Single Data Message Format indicator. • FSK/MDMF—Frequency Shift Keying/Multiple Data Message Format indicator. (Default for US/ Canada installation.
Chapter 15: Extension Configuration Phone Display Options For analog and IP phones, the administrator can select what information is to be displayed. Depending on the number of display lines on the LCD, the phone can be set up to show two lines of specific caller information on the display.
Chapter 15: Extension Configuration You can assign an extension to and remove an extension from a group in the Extension Configuration window too. To assign an extension to a workgroup, the extension must be designated as an Agent extension. This is done on the General tab of Extension Configuration (check the Agent check box). A hunt group member does not have to be designated as an Agent. To configure group options for an individual extension 1.
Chapter 15: Extension Configuration To remove a group assigned to a physical or virtual extension 1. Click the group number in the Member list. 2. Click the Remove button. The group moves to the Not Member list. Note: You can use Shift+click and Ctrl+click to select more than one group. Setting Wrap-up Time You can set the Wrap-up Time for the selected physical agent extension. This option doesn’t appear for a virtual extension or a non-agent extension.
Chapter 15: Extension Configuration 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 the workgroups the agent belongs to. If the Allow agent to change check box is selected, the agent can change the outgoing workgroup from the phone set by using feature code #53 or from AltiAgent.
Chapter 15: Extension Configuration Editing Speed Dial Entries To add or edit an entry 1. Double-click the Station Speed ID number you want to work with, or select the number and click Edit. Or click Add to add an entry. A dialog box appears: 2. Select the ID number using the drop-down arrow, type in a name for the Speed Dial entry, then the full number as you would dial it, with a maximum of 20 digits per entry.
Chapter 15: Extension Configuration Figure 6. Extension Configuration, Mail Management tab Setting an Information-Only Mailbox You can select the Information Only Mailbox check box to set virtual or physical extension mailboxes to Information Only, then click Apply to to set one or more extension mailboxes. An Information Only mailbox allows callers to listen to customized recorded announcements. To repeat the announcement, callers are instructed to press the # key.
Chapter 15: Extension Configuration Mail Forwarding Options • Enable Mail Forwarding—selected, the user’s e-mail will be forwarded to the email address you specify in the Forward Email Address box. The address should be a full address, including the domain (for example, jsmith@thecompany.com). If you enable mail forwarding, you also specify what you want done with the original messages after they have been forwarded.
Chapter 15: Extension Configuration Parameter Description Mailbox Size Mailbox size in MBs of stored messages. The range is 1–500 MB, with a default of 50. Max Message Length 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.
Chapter 15: Extension Configuration Setting the Message Types for Notification Select the types of messages for which the extension user is notified: • None—No notification. Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received. • Urgent Voice Messages Only • All Voice Messages The system will perform notification under the following conditions: • Extension's message notification is set to Urgent Voice Messages Only.
Chapter 15: Extension Configuration • SecurityConnectionDuration (value range is from 1-1440 minutes [24 hours]). When the setting is out of range, the default of 120 minutes will be used. • SecurityNumberOfCalls (value range is from 1-100 calls). When the setting is out of range, the default of 20 calls will be used. Adding security values to the registry To add one or both of the above security values to the Windows registry: 1. Choose Run from the Windows Start menu, type regedit, and click OK. 2.
Chapter 15: Extension Configuration • For the Pager option, the system calls the specified pager number and then dials the system main number (as set in System Configuration, General tab), which is then displayed on the user’s pager. For the operator-assisted paging function, the operator phone number and the pager number must be entered in the * format.
Chapter 15: Extension Configuration Note: You may need to try a different delay setting to make sure the user return number is transmitted properly after configuration. Setting Notification Business Hours You can choose one of three options for when the extension user is to be notified of new messages: • Non-Business Hours—notification only during non-business hours. Business hours are set in System Configuration, Business Hours tab (see “Setting Business Hours” on page 48).
Chapter 15: Extension Configuration Note: You can use Apply to to apply call restriction settings to one, some, or all extensions. See “About the Apply To Button” on page 182 for more information on using Apply to. Setting Call Restriction Options You can use one of the following options in setting restrictions on an extension or on multiple extensions using Apply to. • No Restrictions on Outcalls • Internal Calls Only—extension-to-extension.
Chapter 15: Extension Configuration sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call. AltiGen recommends that you leave the fourth option unchecked for all extensions at all times. Setting Answering Options Answering options include forwarding, handling busy calls, handling no-answers and other options. Which options are available depends on the type of extension.
Chapter 15: Extension Configuration A One Hop Limit to Call Forwarding for a Transferred Call There is a one hop limit to call forwarding when the call that is being passed is a 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.
Chapter 15: Extension Configuration seconds, then dial 211. Second example: "102,,01,,,5#" means dial extension 102, wait 2 seconds, dial 01, wait 3 seconds, and then dial 5#. For a trunk call, the wait time starts right after the digits are dialed (even while the target phone is ringing). For an extension call, the wait time starts after connecting to the extension (it does not when ringing begins). • To Paging Trunk—This option is available only to virtual extensions.
Chapter 15: Extension Configuration Handling Unanswered Calls The No Answer Call Handling function provides options for handling calls when no one answers the extension within a specified number of rings. Except for Enabling One Number Access, these options are not available to virtual extensions. To enable these options, check the Enable No Answer Handling check box.
Chapter 15: Extension Configuration To configure ONA, select the extension number from the Agent/Supervisor/ Extension list, then click the One Number Access tab. Figure 11.
Chapter 15: Extension Configuration Call Screening When the Enable Call Screening option is checked, callers accessing One Number Access will be prompted to record a name in order to continue the ONA process. The recorded name is played after the callee (ONA target) answers the call and optionally enters a correct password. The callee will then hear the caller’s name and can decide whether or not to accept the call.
Chapter 15: Extension Configuration Setting Up Monitor Lists The Monitor List tab provides for setting up lists of extensions for which call processing 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 AltiView and AltiAgent Monitor windows, AltiConsole, and in Line Monitoring events in AltiGen SDK.
Chapter 15: Extension Configuration Configuring a Monitor List To set up a monitor list, select the extension number to receive the monitoring rights from the Agent/Supervisor/Extension list, then click the Monitor List tab. Figure 12. Extension Configuration, Monitor List tab To add members to the list 1. From the Monitor Available list, select the extensions to add to the extension user’s AltiView Change Monitor window. 2. Click Add to move the extensions to the Monitor List. To remove members 1.
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CHAPTER 16 Setting Up IP Extensions The AltiGen IP phone communicates with the system using SIP protocol to establish the signaling channel and media channel (the voice steam, using RTP protocol). With SIP implementation, the system establishes a signaling channel to an IP phone when the IP phone is in use. Figure 1. Concept of signaling and media channels The media channel (voice stream) is connected between two IP phones under normal operation.
Chapter 16: Setting Up IP Extensions Figure 2. Signaling and media channel between two IP phones Signaling Channel—A SIP signaling channel communicates between the system and the IP phone to perform call control, including call setup, tear down, registration, and phone feature access.
Chapter 16: Setting Up IP Extensions • SIP Extension Channel—Establishes a logical channel relationship with other analog and MobileExt ports (displayed on the SIPSP board configuration, Channel Mapping List). • SIP Extension Channel Activation—Associates an extension with a SIP Extension channel when IP phones register to the system (displayed in the Extension View window). • Media Channel—an RTP channel connects system-to-phone, or phone-to-phone, system-to-system to carry the digitized voice stream.
Chapter 16: Setting Up IP Extensions The media channel implementation consists of the following elements: • Configure Codec Profile—Creating a profile for each codec type, jitter buffer, packet length, DTMF tone delivery, and ring back tone treatment (SIP Early Media). • Assign Codec to Device—Configuring codec profile to a single IP address or a range of IP addresses. 216 AltiWare ACC 5.
Chapter 16: Setting Up IP Extensions • Monitor Codec Usage—Viewing codec usage status. Setting an IP Extension To make an extension an IP extension: 1. In the Extension Configuration General tab, select the extension from the list at the left and check the Enable IP Extension check box. 2. Select the address type.
Chapter 16: Setting Up IP Extensions • Home Gateway ID—This configuration is meaningful for a multi-chassis configuration. When multiple chassis are configured to be a single system, each chassis has a Gateway ID.
Chapter 16: Setting Up IP Extensions For remote IP phone deployment If you do not enter the remote IP phone's IP address into the IP Codec table, the system will use the Default (Prefer G.723.1 support G.729) setting. You can change the Default to Prefer G.729 support G.723.1, if desired. To set up the VoIP codec and define IP address ranges, see “Setting VoIP Codec Profiles” on page 304 and “Assigning Codec Profiles to IP Addresses” on page 306. AltiWare ACC 5.
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CHAPTER 17 AltiGen IP Phone Configuration AltiGen manufactures a series of IP phones.
Chapter 17: AltiGen IP Phone Configuration This opens the AltiGen IP Phone Configuration window, where, after setting up an IP extension, you can set parameters for the extension: Figure 1. IP Phone Configuration window, General tab The left side of the IP Phone Configuration window displays all the IP phone extensions that have been set up in the system.
Chapter 17: AltiGen IP Phone Configuration Parameter Description Debug This is for debugging the IP phone using Telnet. You need to enter a Diagnostic password when logging in to AltiWare Admin (before you enter your Admin password) to enable this configuration. Time Display • Offset—a per phone-based configuration that allows a remote IP phone to display a different time, based on location. The offset is the time difference, in hours, between the AltiGen system and the IP phone.
Chapter 17: AltiGen IP Phone Configuration After setting parameters on the General tab, go to the tab that corresponds to the phone type, and configure the programmable keys (plus the Display Workgroup Status field on the Alti-IP 600 and IP 705). Programmable key settings are described in the next table. Figure 2. IP Phone Configuration window, IP 705 tab and IP 710 tab 224 AltiWare ACC 5.
Chapter 17: AltiGen IP Phone Configuration Parameter Description Programmable Keys Use the drop-down list to assign one of the following functions to the desired keys: • N/A—when selected, the corresponding programmable key cannot be used. • BLF (Busy Lamp Field)—when selected, enter an extension number in the field below; this will be associated with the corresponding programmable key to this extension number; the light in this programmable key indicates that the extension number is busy or ringing.
Chapter 17: AltiGen IP Phone Configuration Important: The configuration in AltiWare Administrator will override the IP phone’s local configuration after the IP phone is registered. If the IP phone’s local configuration is changed while in Basic mode, these changes will be overwritten by AltiWare Administrator settings. Important: Administrators should perform any updates to the IP phone’s firmware after normal business hours or when the IP phone is not in use.
CHAPTER 18 Mobile Extension Configuration If your company has employees working at home or servicing customers in the field, you can connect their home phones or cell phones to the AltiGen PBX, providing them with the same productivity features as if they are working in the office.
Chapter 18: Mobile Extension Configuration Mobile Extension Diagram A simulated physical board (MobileExt board) will be created if an analog trunk or T1/ PRI trunk is configured as a MobileTrunk. You can configure up to 256 mobile extension ports. T1, PRI and analog trunks can be shared for regular incoming and outgoing calls and mobile trunk connections. Figure 1. Mobile Extension Diagram Beginning with AltiWare 5.1, an analog trunk can be dedicated to one mobile extension user.
Chapter 18: Mobile Extension Configuration button. In the dialog box that appears, click the Add/Remove Mobile Trunks button. Figure 2. Adding a mobile trunk The Add/Remove Mobile Trunks dialog box appears. 2. Add trunks to the Mobile Trunk Member List from the Not Member List by selecting the channels and clicking the Left Arrow button. If PRI span is used, only the whole span can be added or removed, not individual PRI channels. T1 and analog trunks are added or removed individually.
Chapter 18: Mobile Extension Configuration 3. When you are finished adding channels as mobile trunks, restart AltiWare. A MobileExt virtual board appears in the Boards window. Figure 3. 4. Boards window with virtual MobileExt board displayed Note the logical ID of the MobileExt board. In Figure 3, it is 15. To set up a mobile extension 1. Open the Extension Configuration window. 2. To assign an extension to a mobile extension port, select a virtual extension and change it to a physical extension.
Chapter 18: Mobile Extension Configuration Figure 4. 3. Changing a virtual extension to a physical extension and setting the location By clicking the Next or Prev button in the Location panel, select the MobileExt Logical Board ID and Logical Channel ID for this extension, then click Apply. The new location is displayed in the Extension View window. 4. With the extension selected, click the Line Properties button to configure the mobile PSTN number and other options for this mobile extension.
Chapter 18: Mobile Extension Configuration Figure 5. ExtensionAnywhere Configuration - MobileExt dialog box • Target Phone Number—Enter the number that will be dialed when the system tries to ring this mobile extension. Do not include the trunk access code. • Caller ID—When this mobile extension user calls into the system, the system will use this caller ID to match the extension number.
Chapter 18: Mobile Extension Configuration Figure 6. Mobile Trunks dialog box • In the Phrase panel, you have three options: You can select either Press Any Key To Answer Call or Play Phrase After Answered. And you can select Play Phrase Before Dial Tone. You can use the Apply button to apply selections in this panel to other mobile extensions.
Chapter 18: Mobile Extension Configuration Figure 7. Mobile Extension Board Configuration dialog box • Max Number of Extensions—If more mobile channel support is required, change this to a larger number (256 extensions maximum), and then reboot the system. • Key Simulation—Check the first check box to allow the mobile phone user to use the * key to simulate “FLASH”.
Chapter 18: Mobile Extension Configuration Voice Mail for Mobile Extensions When the mobile extension phone is turned off or busy, messages can go to the extension’s voice mail in AltiWare or to the mobile phone’s voice mail: • To send a call to the mobile extension’s voice mail in AltiWare, check the Press any key to answer call check box. • To send a call to the mobile phone’s voice mail, the Press any key to answer call check box must be unchecked.
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CHAPTER 19 Hunt Group Configuration The hunt group is a simple call distribution application for operator, call coverage group, integration with a fax server, or a user with multiple extensions connecting to different devices.
Chapter 19: Hunt Group Configuration The Huntgroup Configuration window provides for creating hunt groups, setting their attributes, and assigning group members. To open the Huntgroup Configuration window, select PBX > Huntgroup Configuration. Figure 1.
Chapter 19: Hunt Group Configuration To add a hunt group: 1. Click the Add button under the Group List. The Add New Group dialog box opens. 2. Type in a group number for the hunt group. 3. Check the Global group check box if you want the group to be visible to other systems within the VoIP domain. See Chapter 25, "Enterprise VoIP Network Management" for more information. 4. Click OK.
Chapter 19: Hunt Group Configuration Setting Call Restrictions The call restriction rules on the General tab apply to users making outbound calls from within voice mail and several hunt group settings. These settings do not impact the call restriction settings configured for the hunt group member's extension in Extension Configuration.
Chapter 19: Hunt Group Configuration Figure 2. Huntgroup Configuration, Group Member tab 3. Select the extension number(s) in the Not Member list. Use Ctrl+click or Shift+click to select several extensions. 4. Click Add to move them to the Member list. Note: If the hunt group pilot extension is configured to Ring All Available Members, the maximum number of members is 20. See “Setting Call Handling Options” for details. To remove extension(s) from a hunt group: 1.
Chapter 19: Hunt Group Configuration To work with mail management settings, click the Mail Management tab, and select the hunt group number you want to work with from the Group List. Figure 3. Huntgroup Configuration, Mail Management tab Note: You can use Apply to to apply mailbox settings to one, some, or all hunt groups. See “Apply to Button” on page 238 for more information on using Apply to.
Chapter 19: Hunt Group Configuration – Keep Messages as Saved Setting Mailbox Playback Options You can use the following check boxes to turn on or off options for listening to playback of recorded messages.
Chapter 19: Hunt Group Configuration Figure 4. Huntgroup Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use Apply to to apply mailbox settings to one, some, or all hunt groups. See “Apply to Button” on page 238 for more information on using Apply to.
Chapter 19: Hunt Group Configuration • Phone/Pager - for the Phone and Pager options, first specify the trunk or route access code using the drop-down list next to the Extension radio button. The Any option means to locate any available trunk. Then type in the number with all relevant dialing prefixes other than the trunk code, using a maximum of 63 digits.
Chapter 19: Hunt Group Configuration • Seconds after Answered—If the answer supervision signal is provided by the carrier, check this option and set the delay timer to 2 to 5 seconds. In some cases, the pager carrier cannot detect DTMF right after the call connection. (Default is 10 seconds, maximum is 30.) Note: You may need to try a different delay setting to make sure the user return number is transmitted properly after configuration.
Chapter 19: Hunt Group Configuration Figure 5. Huntgroup Configuration, Call Handling tab Handling Busy Calls You have several options for handling calls while the agents in a hunt group are busy. If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, check the Enable Busy Call Handling check box, then select from the following forwarding options: • Group Queue—The caller will stay in the hunt group queue waiting for any agent to become available.
Chapter 19: Hunt Group Configuration • To AA—select the AA to use in the drop-down list under the option. • To a Group—select a group from the drop-down list. • To the Operator • To an Outside Number—this option is available if it is allowed in the Other Call Restrictions option in the Restriction tab, as discussed in “Setting Other Call Restrictions” on page 203. Also, see “Outcall to Cellular or PCS Phone Numbers” on page 245.
Chapter 19: Hunt Group Configuration • Ring Next Available Member—a round-robin method that attempts to evenly distribute calls among the group members. This method sends the call to the next member configured in a hunt group (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 hunt group.
Chapter 19: Hunt Group Configuration The default audio peripheral setup is discussed in “Audio Peripheral Configuration” on page 60. Setting a custom configuration in the Queue Management tab involves selecting other available phrases from the drop-down lists. Depending on how long the caller is in the queue, the caller will hear phrases 1-5, in order, after which phrase 5 will be repeated. For information about creating custom phrases, see Chapter 7, "Auto Attendant Configuration". 250 AltiWare ACC 5.
CHAPTER 20 Paging Group Configuration The IP paging group is a group of IP phones that can receive station paging. This feature also can be used as IP zone paging by creating multiple paging groups. Implementation details: • The paging signal uses AltiGen's proprietary H.323-ATPS protocol. You need to have H.323 tie-trunk channels to be able to implement IP paging. • Each paging session requires one G.711 codec channel. The voice stream is multicast to multiple IP phones on the LAN.
Chapter 20: Paging Group Configuration Figure 1. Paging Group Configuration window To set up a Paging Group: 1. In the Paging Group configuration window, below the Group List, click the Add button. 2. Enter a number for the paging group in the Add New Group dialog box. 3. Check the Global Group check box if you want this group to be visible to other gateways. 4. Click OK. 5.
Chapter 20: Paging Group Configuration To add members to a Paging Group: 1. On the Group Member tab of the Paging Group Configuration window, select the desired extension(s) in the Not Member list. Use Shift+click or Ctrl+click to select several extensions from the list. 2. Click the Add button to move them to the Member list. Figure 2. Paging Group Configuration, Group Member tab When a member is added, its default state is Login.
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CHAPTER 21 Line Park Configuration The Line Park feature is a kind of call park method. The main differences between Line Park and system call park are the following: • A Line Park ID can be assigned to a specific IP phone's programmable key; the system call park cannot. • Line Park IDs can be grouped as a Line Park Group for call routing purposes; the system call park ID is assign by the system automatically.
Chapter 21: Line Park Configuration Figure 1. Line Park Configuration window To set up a Line Park Group: 1. In the Line Park Configuration window, click the Add button below the Groups list. 2. Enter a name in the Add Line Park dialog box, and click OK. 3. Select line ID numbers from the Non-Member List and click the Add button to add them to the Member List. 4.
Chapter 21: Line Park Configuration • Play ring back tone to caller when parked—Select this option when you want the caller to hear a ring back tone if the call has not been answered by any extension or voice mail. If the call is answered and parked, the caller will hear a greeting phrase and on-hold music. • Enable Timeout—When you check this box, a line park call will time out after the number of seconds set in the value box.
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CHAPTER 22 Workgroup Configuration The workgroup is an automatic call distribution (ACD) feature designed to enhance customer service operations with queuing, distribution, agent management, real-time status, and call logging capability. The AltiGen system allows up to 64 groups to be configured, including workgroups, hunt groups, and paging groups. When adding members to a workgroup, the following rules apply: • Concurrent login agent seat license is required.
Chapter 22: Workgroup Configuration • Agent ready/not-ready and wrap-up management • Record inbound and outbound workgroup calls • Allow supervisor to redirect call • Allow supervisor to change call priority in queue (ACM) • Define workgroup operation hours and routing (ACM) • Auto logout all agents after operation hours (ACM) • Priority queuing and call distribution (ACM) • Skill-based routing (ACM) • Caller selectable information menu while in queue (ACM) Agent’s Phone Operation • Set Login (#54) and Log
Chapter 22: Workgroup Configuration • Pick and redirect calls in queue Activity Logging and Reporting • Workgroup and agent activity logging • Detail and summary data table • Basic WG report using CDR Search • Support external logger (ACM) • Support advanced reporting application - AltiReport (ACM) When an agent extension is configured to a workgroup, the following agent states are tracked and reported: • Unstaff – The agent’s extension becomes a virtual extension.
Chapter 22: Workgroup Configuration • When a call’s priority is changed, its priority queue time will be reset to 0 and starts accumulating again. For example, caller A with priority 3 has been waiting in the queue for 15 minutes and caller B with priority 2 waiting for 10 minutes. When caller A is promoted to 2, the Priority Queue Time for the caller A is set to 0 and the caller B will be answered first. • Promoted call priority can be carried to another ACM system over VoIP tie trunk.
Chapter 22: Workgroup Configuration Apply to Button The Workgroup Configuration window often allows you to apply changes to a particular workgroup or to select many workgroups to which to apply the changes. Clicking the Apply to button pops up a list of all workgroups to which the change can apply. All workgroups are selected by default. You then de-select the ones you don’t want, or de-select all and then select the ones you want.
Chapter 22: Workgroup Configuration Numbers Letters Numbers 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 • DID Number—each workgroup can be assigned a DID number. This number does not have a fixed length, but the length must be long enough (range 2–16) for the system to match the DID incoming call.
Chapter 22: Workgroup Configuration Service Level Threshold The Service Level Threshold scroll box allows you to select the length of time in seconds that a call can be in queue before the call is logged in workgroup performance statistics as having exceeded the allowable service level limits. You can set the value to any number between 1–1200 seconds. Service level is a service quality index which calculates the percentage of calls serviced within a defined threshold for the defined period of time.
Chapter 22: Workgroup Configuration 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 responsibility of the users of this feature to assure they are in compliance with all applicable laws.
Chapter 22: Workgroup Configuration To change Record N out of 10 calls for an agent, click the cell you want to change, and make a selection from the drop-down list. Click Apply. When finished, click OK. • Centralized Recording—You can also enable or disable centralized recording from the Agent Management Recording window shown above. Click the cell you want to change, and make a selection from the drop-down list. Click Apply. When finished, click OK.
Chapter 22: Workgroup Configuration To add extension(s) to a workgroup: 1. Select the workgroup in the Group List. 2. On the Group Member tab, click the extension number(s) in the Not Member list. Use Shift+click and Ctrl+click to select several extensions. 3. Click the Add button between the columns to move them to the Member list. Note: If the workgroup pilot extension is configured to Ring All Available Members, the maximum number of members is 20.
Chapter 22: Workgroup Configuration Figure 4. Workgroup Configuration, Mail Management tab Note: You can use Apply to to apply mailbox settings to one, some, or all workgroup. Disabling a Mailbox When you disable a mailbox, the normal greeting is played but callers cannot leave messages. Setting E-mail Options On the Mail Management tab, you can set the e-mail options for the workgroup: • E-mail Name—the workgroup’s e-mail name without the @domain.
Chapter 22: Workgroup Configuration Setting Mailbox Playback Options You can use the following check boxes to turn on or off options for listening to playback of recorded messages.
Chapter 22: Workgroup Configuration Voice Mail Access Option To allow agents of a workgroup to access the group’s voice mail in AltiAgent (AltiAgent’s WG VM tab), select the group and check Enable agents to access voice mailbox of workgroup. Setting Message Notification Options To set notification options on new incoming e-mail and voice messages, click the Notification tab in the Workgroup Configuration window, and select the workgroup number from the Group List. Figure 5.
Chapter 22: Workgroup Configuration • Notification is set to Non-Business Hours • Voice mail is received during business hours and is marked urgent • Extension user does not check the urgent message Setting the Type of Notification There are three options for sending the notification or reminder message: phone, pager, or extension. • Extension—to use the Extension option, select the Extension radio button, then type the extension number into the text box.
Chapter 22: Workgroup Configuration • Seconds after Dialing—If the pager carrier cannot provide an answer 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.
Chapter 22: Workgroup Configuration Figure 6. Workgroup Configuration, Call Handling tab Handling Busy Calls You have several options for handling calls when the workgroup extension is busy. If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, select the Enable Busy Call Handling check box, then select from the following forwarding options: • Group Queue—The caller will stay in the workgroup queue waiting for any agent to become available.
Chapter 22: Workgroup Configuration • To an Outside Number—this option is available if it is allowed in the Other Call Restrictions option in the Restriction tab, as discussed in “Setting Other Call Restrictions” on page 203. If you choose Outside Number, select a trunk or route access code to use in the small drop-down list on the left, and type in the full prefix and phone number. • To Line Park—if configured, select a Line Park group from the drop-down list.
Chapter 22: Workgroup Configuration • Ring First Available Member—first available extension in a workgroup. For example, if there are three member extensions in a workgroup, the call is always sent to the first member configured in the workgroup. If this member is busy, the call goes to the second member configured and so forth. • Ring Next Available Member—a round-robin method that attempts to evenly distribute calls among the group members.
Chapter 22: Workgroup Configuration Queue Management The Queue Management tab in Workgroup Configuration allows you to set options for queue phrases and announcements, queue overflow routing and quit queue options. Figure 7. Workgroup Configuration, Queue Management tab, Basic Queue Control Setting Queue Phrase Options For each workgroup, you can either use the system default phrases or you can set up a custom configuration.
Chapter 22: Workgroup Configuration Expected Wait Time Sampling To calculate Expected Queue Time, the system needs to take samples when a workgroup starts operation. You can set the following parameters to set a sampling period and a fixed Expected Queue Time announcement during sampling period. The expected queue time counter is reset for all workgroups daily at midnight.
Chapter 22: Workgroup Configuration Note: Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed. • Callback Interview—the System will record the caller’s callback number and will prompt the caller to record a message into the voice mail box of the workgroup. Note: This option is only available to external callers.
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CHAPTER 23 Managing and Using MeetMe Conference AltiWare provides two different types of conference bridges, Station and MeetMe Conference. Station conferencing is handled from the phone or the desktop client on the fly and requires no configuration in AltiWare Administrator.
Chapter 23: Managing and Using MeetMe Conference Setting the MeetMe Conference Extension Before MeetMe Conference can be used, you must assign a MeetMe Conference extension number. This extension must be dedicated to MeetMe and is the extension that users will always call to join a scheduled meeting. To assign an extension to MeetMe, select PBX > MeetMe Conference Configuration. The following dialog box opens: 1. Enter an extension number in the MeetMe Conference Extension Number field. 2.
Chapter 23: Managing and Using MeetMe Conference This is the same application the clients use. Using this window, you can: • Create a one-time or recurring meeting and set its parameters • Open Microsoft Outlook to send an e-mail invitation to participate in the meeting • Start and stop a meeting • Modify or delete a meeting • See meeting ID, subject, scheduler, time, frequency, start time, the last time the meeting started, its status, and the resource being used.
Chapter 23: Managing and Using MeetMe Conference Using the Calendar Button The Create Meeting and Modify Meeting dialog boxes use Calendar buttons for date selection. To select a date, click the Calendar button. When the calendar is open, use the Up/Down arrows to select the year, or you can type in a year and then press Enter. Click the Calendar button again to close the calendar. 284 AltiWare ACC 5.
Chapter 23: Managing and Using MeetMe Conference Creating a Meeting To create a meeting, click one of the Create buttons. The Create Meeting dialog box opens. The options in the middle panel change, depending on the schedule you select. The following parameters apply to all meetings: Parameter Description ID The conference ID is created by the system. Scheduler The name of the person scheduling the meeting. Schedule Time The time the Create Meeting dialog box was opened to create this meeting.
Chapter 23: Managing and Using MeetMe Conference Parameter Description Middle panel: Options in the middle panel vary according to the frequency of the meeting. See the sections below this table. Require Conference Passcode If you check this, no one can participate who does not enter the conference passcode that you supply. Passcode If you are requiring a passcode, enter it here.
Chapter 23: Managing and Using MeetMe Conference Weekly Meeting If you select Weekly from the Schedule drop-down list, these are your options in the middle panel: 1. In the Duration field, specify the duration of the meeting, using the Up/Down arrows. 2. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. 3. In the Every field, specify how often this meeting is to occur: every week, every other week, every three weeks, and so on. 4.
Chapter 23: Managing and Using MeetMe Conference 4. Select either On Date to specify a day of the month by number (for example, the 10th day of the month) or select On to specify a day of the month by name (for example, the first Monday of the month). If you use On Date, the specified date (for example, the 10th day of the month) may sometimes fall on a weekend day. Check the box Hold during weekend, if the meeting will be held even on a weekend day. 5.
Chapter 23: Managing and Using MeetMe Conference Modifying the E-mail Template You can edit the e-mail template used by MeetMe Conference to be suitable for your situation. The same template is used for all meeting invitations. To modify it, click the Update Email Template button.
Chapter 23: Managing and Using MeetMe Conference Joining a Meeting Users calling from an extension can join a meeting by dialing the MeetMe Conference extension number. Users calling through a trunk must first dial the company number, then the MeetMe Conference extension number. Users are prompted to dial the meeting number. If the meeting has not yet started, the user hears an appropriate message and can try again later. If a passcode is required, the user is prompted to enter the passcode.
CHAPTER 24 Network Configuration Guidelines for VoIP Real-time applications such as voice communications require a networking environment that meets certain requirements to deliver and maintain good voice quality. The following network configuration guidelines are highly recommended when using AltiWare’s VoIP features. ISP/Intranet Quality of Service (QoS) • If you subscribe to the public IP network or use your own Intranet, make sure the maximum network delay is less than 100 milliseconds.
Chapter 24: Network Configuration Guidelines for VoIP • The Jitter Buffer should be adjusted according to the bandwidth allocated to data traffic. For example, a long Ethernet packet (approximately 1500 bytes) traversing through a WAN which is allocated with 256 kbps of data traffic bandwidth will take about 50 milliseconds. The Jitter Buffer value should be set to this WAN link transmission delay plus the typical network jitter delay.
Chapter 24: Network Configuration Guidelines for VoIP Network Configuration Guidelines for AltiGen IP Phones The following guidelines (specific to AltiGen IP phones) should be taken into consideration before you configure your network for use with NAT. • DHCP is recommended to reduce the risks for duplicating IP addresses. AltiWare ACC/ACM provides seamless support for AltiGen IP phones using dynamic IP addresses.
Chapter 24: Network Configuration Guidelines for VoIP Figure 1. AltiWare behind NAT Figure 1 shows a private network, 192.168.1.0, where AltiWare is installed and running on a host with a private IP address 192.168.1.2. Router 1 is a NAT router. The local IP phones—IP Phone 1 and IP Phone 2—use the private IP addresses 192.168.1.100 and 192.168.1.101, respectively. There are two remote IP phones: IP Phone 3 with a private IP address 192.168.2.100 connects to the Internet via Router 2.
Chapter 24: Network Configuration Guidelines for VoIP No special configuration is needed for Router 2. Also, more than one AltiGen SIP phone can sit behind Router 2. For an H.323 IP Call from Another AltiWare on the Internet Another AltiWare can make an H.323 IP call to this AltiWare by calling the AltiWare's public IP address, which is 169.254.101.2. VPN Network Configuration Example (Connecting to AltiWare with VPN) Figure 2.
Chapter 24: Network Configuration Guidelines for VoIP When configuring the remote IP phones—IP Phone 3, IP Phone 4, and IP Phone 5— you should set up the AW address to use AltiServ’s IP address. For the VPN Tunnel between the Two Private Networks: You must set up a VPN tunnel to connect the two private networks. The VPN setup procedure may be complicated and is generally performed by a professional IT technician.
Chapter 24: Network Configuration Guidelines for VoIP Router 2's Setting Router 2's public IP address should be a fixed IP address. Local Secure Group: Subnet IP: (specifies the local private network in the branch office, which can access the corporate network through VPN) 192.168.2.0 Remote Secure Group: Subnet IP: (specifies the corporate network, which can be accessed by stations in this local private network through the VPN tunnel) 192.168.1.0 Remote Security Gateway: 169.254.56.
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CHAPTER 25 Enterprise VoIP Network Management The VoIP-related aspects of both single-server systems and multi-site VoIP domains are configured in AltiEnterprise Manager, available from the VoIP menu or the Windows Start menu. In addition, multi-site VoIP domain management—including directory synchronization and routing—is handled here. Note: A multi-site installation requires an AltiEnterprise License.
Chapter 25: Enterprise VoIP Network Management Understanding VoIP Bandwidth Requirements Before starting VoIP related configurations, it is helpful to have some understanding of VoIP bandwidth requirements, so that you can plan your VoIP deployment properly. Also see Chapter 24, “Network Configuration Guidelines for VoIP” on page 291.
Chapter 25: Enterprise VoIP Network Management Opening AltiEnterprise Manager To open AltiEnterprise Manager, use one of the following methods: • For a single-system installation without a VoIP domain Master, this method is recommended: From AltiWare Administrator, select VoIP > Enterprise Network Management. AltiEnterprise Manager opens without a login dialog box. • For multisite VoIP domain management, from the Windows Start menu, select All Programs > AltiWare ACC/ACM > AltiEnterprise Manager.
Chapter 25: Enterprise VoIP Network Management When multiple systems are added to the VoIP domain, all member systems need to have both Route Access Code and IP Trunk Access Code configured. If one or more member systems are not configured properly, this message pops up: Multisite routing may fail if Route Access Code and IP TrunkAccess Code are not configured.
Chapter 25: Enterprise VoIP Network Management Configuration Buttons • Servers button displays the VoIP domain name, servers in the system, and server ID length. Lets you add/remove servers and change the VoIP domain master. Displays the configuration and informational tabs listed in the next section. • Codec button lets you configure individual codec profiles—silence suppression, codec, jitter buffer range, RTP packet length, DTMF delivery, and enable/disable SIP early media.
Chapter 25: Enterprise VoIP Network Management Setting VoIP Codec Profiles Beginning with AltiWare 5.1, the codec setting is profile-based. For different IP addresses and protocols, a different preferred codec can be used. Each codec profile can have its own codec (G.711, G.723, G.729), packet length, and jitter buffer. The codec profile can be assigned to connectivity with a remote server, IP phone or other VoIP device. By default, the following IP address ranges (private IP addresses) will use G.
Chapter 25: Enterprise VoIP Network Management Named codec profiles are listed on the left. To create a new profile, click the Add button. The Add Profile dialog box opens: Name the new profile, and click OK. Make your changes or additions, and click Apply. These are the fields in the Codec configuration window: Parameter Description Codec Profile Table Lists codec profiles by name. Select a profile in the table to modify its settings, then click Apply in the panel where you made the changes.
Chapter 25: Enterprise VoIP Network Management Parameter Description 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 incur different delays due to network load or congestion. The jitter buffer helps to smooth out the delay variation in the arriving voice packets and maintain voice quality at the receiving end.
Chapter 25: Enterprise VoIP Network Management To set IP address ranges and assign codec profiles to them, in AltiEnterprise Manager click the IP Codec tab. By default, all private addresses are set to G.711 codec only. You can add individual IP addresses and address ranges and assign a codec to each. To add IP addresses and address ranges and assign a codec 1. Click the Add button in the IP Device Range panel. The Add IP Device Range dialog box opens: 2.
Chapter 25: Enterprise VoIP Network Management To set the codec for a connection among AltiGateways in the same AltiWare server 1. Select a server in the Global Server Location list on the left side of the window. 2. In the Codec field, select the codec to use for a connection to this server from the drop-down list. Defining IP Networks If your server is behind NAT or you need to regulate WAN VoIP sessions, you need to do some configuring on the IP Networks tab in AltiEnterprise Manager.
Chapter 25: Enterprise VoIP Network Management Defining Your Network If you need to configure either bandwidth control or NAT support, you have to define your network first. These are the guidelines: • You must define your LOCAL network IP address range. When a Pipe is defined as Local, it tells the system that the configured IP address range is not subject to bandwidth control. If the AltiGen system and this Local Network are behind the same NAT router, you need to check the Private Network check box.
Chapter 25: Enterprise VoIP Network Management To define an address range 1. Click the Add button in the IP Network panel. The Add IP Network dialog box appears. 2. Fill in a range of IP addresses. 3. Select the pipe for this IP address range. 4. If this is a private network, check the Private Network check box. 5. Click OK. To edit a network you’ve added, select it and click the Edit button. To remove it, select it and click the Remove button.
Chapter 25: Enterprise VoIP Network Management • It is recommended that you use 20ms frame size for G.711 and G.729 when configuring a Codec Profile. • When different IP devices using various codecs connect to the server through a Public Pipe, the system will aggregate the total bandwidth of all connections. If the total bandwidth exceeds that specified in the Bandwidth for VoIP box, the system will reject additional connection requests.
Chapter 25: Enterprise VoIP Network Management Do not check Enter the Public IP address of the router in the Public IP Addresses panel. (In the example above, the address is 209.220.14.8.) Do not check Enable Virtual IP Addresses Support. 5. Configure the NAT/firewall to forward TCP ports 10025, 10027, 10032, 10037, 10050, 10064, 1720 and UDP ports 69, 5060, and 10060 to AltiServ. 6.
Chapter 25: Enterprise VoIP Network Management Figure 2. IP Dialing Table tab in AltiEnterprise Manager The left side of the window displays the VoIP domain name, the server ID length, and the name, ID and statuses of the global servers in this VoIP domain. To add an entry to the IP Dialing Table, click the Add button below the table. The following dialog box opens: AltiWare ACC 5.
Chapter 25: Enterprise VoIP Network Management Define the attributes for the entry: Parameter Description Server ID A unique dialing number to connect to the remote server. The server could be AltiServ, a 3rd-party VoIP gateway, or an AltiGen-certified 3rd-party VoIP device. Server Name A descriptive name of up to 15 characters to identify the server. This name may be used by Caller ID. Server IP Addressa The remote server’s address.
Chapter 25: Enterprise VoIP Network Management Parameter Description Publish as a global entry If you are adding a system or 3rd-party VoIP device that is not part of the VoIP domain, but you want it to be seen by all servers in the domain, check this box. (The entry will appear as “Global” in the Type column.) You can also globalize it later by selecting the entry in the IP Dialing Table and clicking the Publish as Global button below the table.
Chapter 25: Enterprise VoIP Network Management The name of the server appears in the Location Name field, and the name of your AltiGen product appears in the Switch Type field (AltiWare ACC or AltiWare ACM). The domain name is blank, and the server role is currently Stand-alone. 2. Check the Allow this server to be added to domain check box. 3. Enter a Domain Name and a Member Key. The Member Key will be the security password when the Domain Admin adds this location into the domain.
Chapter 25: Enterprise VoIP Network Management Declaring Additional Servers for the VoIP Domain Additional servers are added to the VoIP domain in AltiEnterprise Manager, but first you must “declare” these servers and assign them a member key in AltiWare Administrator. To do so: 1. Log on to the member server you want to declare. 2. Select VoIP > Multi-Site Domain Configuration. The AltiEnterprise Location Management window opens.
Chapter 25: Enterprise VoIP Network Management 6. Click Apply, then click Close. Repeat these steps for each server you want to make available to the VoIP domain. To actually add a server to the VoIP domain using AltiEnterprise Manager, see “Adding a Server to a VoIP Domain” on page 319.
Chapter 25: Enterprise VoIP Network Management Changing the Server ID Length The Server ID is used for the following two purposes: • Identifying member systems in the VoIP domain • Mapping to a remote system's IP address in the IP dialing table for system-to-system dialing Depending on the number of systems that will be added to the VoIP domain and the number of entries in the IP dialing table, the Server ID Length can be set to 1, 2, or 3 digits. Caution! The Server ID Length can be changed.
Chapter 25: Enterprise VoIP Network Management After you add a member server to the VoIP domain, an entry is also added to the IP dialing table and propagated to all members automatically. In the Global Server Location panel, the status will show "Active" if the VoIP domain master communicates to the member successfully.
Chapter 25: Enterprise VoIP Network Management Rejoin button A dialog box opens that requires you to input the slave server’s site address and member key: 5. Input the address and member key, and click OK. Managing VoIP Domain Users Click the User button in the toolbar to: • Display all extensions from all VoIP domain member systems: extension number, name, type, home server, and scope. The scope of an extension is discussed in the following section.
Chapter 25: Enterprise VoIP Network Management When an extension is added to a member system, this extension can be propagated to other networked systems in the VoIP domain automatically. This extension is recognized as a remote extension by other systems. When a call is made to a remote extension, it is redirected to the remote system over IP automatically. Note: No virtual extension configuration is needed to forward the call, as in the AltiWare 5.0A release.
Chapter 25: Enterprise VoIP Network Management You may see any of the following in the Scope column: • Global—The extension has been published to all member systems within the same VoIP domain. Every extension in the domain can dial and ring this number. • Local—The extension has not been published to the VoIP domain. Only extensions in the same system can dial and ring this number. • Not Found—The extension is not a Global extension and is not created in the selected system as Local.
Chapter 25: Enterprise VoIP Network Management Ext System A System B System C Scope Note 401 Local Not Found Not Found Local 1 402 Local Local Not Found Local 2 403 Global Local Local Conflict 3 404 Global Global Local Conflict 4 1. Extension 401 is created in System A for local purposes. Users in Systems B and C cannot dial and ring extension 401. 2. Extension 402 is created in both Systems A and B.
Chapter 25: Enterprise VoIP Network Management Changing an Extension’s Scope from Global to Local If you want to change an extension's scope from Global to Local, you can highlight the extension and click the Change All Global to Local button. This extension's scope in other member systems will be impacted after Global is changed to Local. Using the previous case as an example, you may encounter one of the following situations when changing an extension's scope from Global to Local.
Chapter 25: Enterprise VoIP Network Management Ext. System A System B System C 403 Local Local Local 404 Local Local Local Note: After you make the change, extensions 403 and 404 can be dialed only by the users in their own system. Relocating a Global Extension The administrator can relocate a global extension from one system to another. In addition, a user may be allowed to relocate a global extension by using the feature code #27.
Chapter 25: Enterprise VoIP Network Management • Site B creates extension 1001. If extension 1001 is found in site B’s REL, the extension 1001 will be restored in site B. However, the fields listed above will be overwritten with the settings of site A’s extension 1001. If extension 1001 is not found in site B’s REL, a new extension 1001 will be created in site B. The fields listed above will be set with site A’s extension 1001 settings.
Chapter 25: Enterprise VoIP Network Management Relocating a Global Extension Using #27 on Analog Phone vs IP Phone • Analog phone: The phone must be off hook. The user presses #27 and follows the voice prompts. User must press # after inputting the password. • IP phone: The IP phone must be on hook. The user presses #27, and then inputs the global extension number and password. The global extension is then relocated to this IP phone.
Chapter 25: Enterprise VoIP Network Management • The target system needs to have the hop-off restriction reference properly configured. The reference extension is set on the Call Restriction tab in System Configuration, and then that reference extension cannot have Internal Calls Only checked on the Restriction tab of Extension Configuration. To configure global Least Cost Routing 1. Click the Global LCR Button. 2. On the Global LCR screen, click the Add button. The Add Route dialog box appears: 3.
Chapter 25: Enterprise VoIP Network Management To edit an entry made to the Global Least Cost Routing table, select the entry you want to change, and click the Edit button. Make your changes, and click OK. When Information May Be Out of Sync If a server is down for any length of time, such that changes may have been made in the VoIP domain and the server is now out of sync with the Master, you need to update the server manually.
CHAPTER 26 System Report Management AltiWare provides a System Summary report and an IP Cumulative Traffic Statistics report, both available from the Report menu. System Summary Report The System Summary report provides summary information on extensions, trunks, and workgroups configured in the system. To open the System Summary report window, select Report > System Summary, or click the Summary button on the toolbar. Figure 1. System Summary window AltiWare ACC 5.
Chapter 26: System Report Management The system summary report displays: • Extension Summary—Configured extensions in the system, including Extension number, Last Name, First Name, SMTP/POP3 E-mail name, Slot (Logical board ID), and Channel. • Group Summary—Configured workgroups and hunt groups in the system. When you select a group, agents belonging to that group are displayed in the Member window.
Chapter 26: System Report Management Parameter Description Packets Lost Number of voice packets that have been lost due to prolonged delays, network congestion, or routing failure. Average Jitter Average length of delay per voice packet in milliseconds. This figure should stay under 100 milliseconds. A higher figure indicates a longer average delay. This number can be used to measure the quality of service on the network that connects the source and destination sites.
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Chapter 27: Tools and Applications CHAPTER 27 Tools and Applications AltiWare comes with the following tools and applications for testing, diagnosing and configuring your system.
Chapter 27: Tools and Applications CT-Bus Test Tool The CT-Bus Test Tool is a tool that detects one-way connection, cross talk, bad MVIP cable and static noise problems. To run the CT-Bus Test Tool: 1. Stop AltiGen Switching Services before running this utility. 2. Launch CT-Bus Test Tool from Start > All Programs > AltiWare ACC/ACM > Gateway Tools > CT-Bus Test Tool. 3. Click Start to begin the test. 4. At the end of the test, the utility provides pass or fail results.
Chapter 27: Tools and Applications The settings: Parameter Description Gateway IP Address The IP address of the gateway identified in the title bar. Gateway ID Setting Shows the unique numeric ID of the gateway identified in the title bar (editable field). Password Setting The password of the gateway identified in the title bar (editable field). Status The status of the gateway: active, disconnected, initializing, resetting, failed.
Chapter 27: Tools and Applications Backing Up Files To back up files 1. Select the Backup icon to view the Backup Configuration dialog box. Figure 4. Backup Configuration dialog box 2. In the Components 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.
Chapter 27: Tools and Applications To set backup schedules 1. In the System Data Management window, select the Schedule button to view the Backup Schedules dialog box. Figure 5. 2. Backup Schedules dialog box Set the options: • Check the box for each day of the week you want run the backup. • For each day, use the drop-down lists to specify the time. These time settings use a 24-hour clock.
Chapter 27: Tools and Applications 4. Using the Restore From drop-down list, select the day you want to restore from, or select Advanced to choose the restore folder. Clicking Advanced displays a folder icon that you can click to open a dialog box that allows you to select the directory you want to restore from. Select a day of the week or manually choose the restore directory. The specified directory appears in the text box below the drop-down list.
Chapter 27: Tools and Applications Launch the AltiWare Admin & Extension Security Checker from Start > All Programs > AltiWare ACC/ACM > Utilities > AltiWare Admin & Extension Security Checker. Number of Admin connections Automatically refreshes the display Information on the selected extension Figure 7.
Chapter 27: Tools and Applications To check extension security 1. Select the security characteristics you want to check in the Show field group.
Chapter 27: Tools and Applications Start & Stop All AltiGen Services You can start or stop all AltiGen services from the Windows Start menu: All Programs > AltiWare ACC/ACM > Utilities > Start & Stop All AltiGen Services. The following dialog box opens: To shut down all AltiGen services, click the Shutdown All AltiGen 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.
Chapter 27: Tools and Applications The following describes the fields in the Trace Collector: Time Period for Extension Feature #66: Defines how many hours you want to go back to collect trace, starting from the time you press #66. The default value is 2 hours. Case Number: Enter the AltiGen case number associated with this trace collection activity. The case number will comprise the first part of the file name of the collected trace package.
Chapter 27: Tools and Applications altiserv.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 Qtmlog.txt AW_AstrCpyErrLog.txt HGwGenLog.txt Loggservice_Mutex.txt CallQManLog.txt HGwMsgLog.txt MEMORYTRACE.txt CDRLogDLL.txt threadid.txt NewCDRExt.txt CDRLogTrace.txt MidNightLog.txt TritonSPLog.txt ConfigLog.
Chapter 27: Tools and Applications Runs Pump.exe to dump the Quantum (if it exists) DSP binary log, runs fmt.exe to convert binary DSP log to text files, and then collects the text files. Start Collecting: Click this button to begin the trace collection, according to the time range and trace categories you chose. All collected files will be zipped to a single file, which will be listed in the Collected Trace Packages list box. The progress bar will display the progress of the whole process.
Chapter 27: Tools and Applications Voice File Converter This tool converts phrase, greeting, and music files from .wav to AltiGen format and vice versa. To open the tool, from the Windows Start menu, select All Programs > Utilities > Voice File Converter. Note: The source .wav file must be in 8k/8bit/mono/mu-law format. You can sort by clicking a column head To use the Voice File Converter: 1.
Chapter 27: Tools and Applications Read Config Read Config (or Configuration Reader) is a tool that creates a subdirectory in \altiserv\EXE\AltiWareHtml\ of HTML files showing details of your AltiWare configuration. To use Configuration Reader 1. Launch Configuration Reader from Start > All Programs > AltiWare ACC/ACM> Utilities > Read Config. Open previous ReadOE file Create new ReadOE file Output all configuration to this folder Output configuration to altigen_rc.
Chapter 27: Tools and Applications Work/Hunt Group Converter AltiWare’s Work/Hunt Group Converter allows you to convert workgroups to hunt groups or hunt groups to workgroups. To launch the Work/Hunt Group Converter, select Services > Utilities > Convert Work/Hunt Group. The Work/Hunt Group Converter window opens. Figure 8. Work/Hunt Group Converter Workgroups and hunt groups are listed on the left side of the window, member agents and non-agents are listed on the right side.
Chapter 27: Tools and Applications – queue quit forward (returns to default value - to voice mail) – call distribution (if previously configured to Ring First Available Member, Ring Next Member or Ring All, the setting is not changed. If configured to any other settings, the setting is configured to Ring First Available Member.) To convert, select the workgroup (indicated in the Type field) and click the Convert Group button or double-click the workgroup.
APPENDIX A E1-R2 and E1 ISDN PRI Installations E1 R2 CAS Installation This section describes the configuration procedures necessary to implement E1 R2 digital signaling for European, Pacific Rim, and other emerging markets. Please carefully follow the procedures step by step. 1. Change the Configure Type to E1: a. From Boards view, double-click the board to be configured to open the Board Configuration window. b. In the Board Configuration window, click the Board Configuration button. c.
2. In the Board Configuration window, double-click the channel group to open the Channel Group Configuration dialog box. Figure 1. Physical Layer Consult your CO for “Frame Type,” “Line Code,” or “Zero Code Suppression.” Do not check the System Clock Master check box because the CO is a clock provider, and the AltiGen system is synchronized to the CO. If all configurations are correct, the status should be shown as “OK,” as in Figure 1. 3.
5. In the Trunk Configuration window, click the Trunk Properties button to open the E1 Channel Configuration window. Figure 3. 6. Signaling Layer In the E1 Channel Configuration dialog box, configure the following fields: • Set Calling Party Category to—the Calling Party Category indicates the type of calling party, (for example, operator, pay phone, priority, ordinary subscriber). Select 1, 2 or 3 (for ordinary subscribers, refer to Table 1 on page 354).
Table 1.
Country Signaling Values China MFC-R2 Set calling part category: 3 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 For 8-digit DID, set to (11111113)1 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depend on how many D
Country Signaling Values Ecuador MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depend on how many
Country Signaling Values Mexico / Teléfonos de Mexico Set calling part category: 2 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 For 8-digit DID, set to (11111113)1 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depe
Country Signaling Values Panamá / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depend o
Country Signaling Values Venezuela / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depen
Country Signaling Values Colombia MFC-R2 Set calling part category: 2 [Assume no caller ID provided] : Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depend on how ma
Country Signaling Values Ecuador MFC-LME Set calling part category: 2 [The switch doesn't support caller ID transmission]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 For 8-digit DID, set to (11111113)1 Korea MFC-R2 Set calling part category: 1 [The switch doesn't support caller ID transmission]: Incoming
Country Signaling Values Panamá / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits) : For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depend
Country Signaling Values Venezuela / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depen
c. In the next Board Configuration window, select E1 as the configure type, and click OK. Important: 2. When changing from E1 to T1, then back to E1, channel group properties will be reset to default values. It is important to make sure the channel group properties are configured properly. Follow the steps below to re-check your settings for the physical layer and data link layer. In the Board Configuration window, double-click the channel group to open the Channel Group Configuration dialog box.
4. Select Regular ISDN PRI as the Span Type, and select the Switch Mode according to your country in the ISDN PRI Setting field, and click OK. Figure 5. Data Link layer What you should select in the B Channel Maintenance Message drop-down list depends on what country you reside in (see Table 2 on page 366). AltiWare ACC 5.
Table 2.
APPENDIX B Required Service Parameters This appendix identifies the recommended and supported parameters for T1, PRI, and E1 service and provides you with the information needed when you make your service request. Service Parameters/Request Information for T1 To subscribe to T1 service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for T1 service.
DNIS, Caller ID: • DTMF (Dual Tone Multi-Frequency) Physical Termination: • RJ-48X or RJ-48C Wire: • 4 wires 800 Service: • You decide Termination Impedance: • 100 ohms Type of Registered Services Provided • BN 1.544 Mbps SF without power • DN 1.544 Mbps SF B8ZS without power • 1KN 1.544 Mbps ANSI ESF without power • 1SN 1.544 Mbps ANSI ESF, B8ZS without power (recommended) Service Order Code SOC 6.0P AS.
Service Parameters/Request Information for PRI To subscribe to PRI service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for PRI service. When ordering PRI service, provide the following service request information: Equipment Information • PBX Manufacturer—AltiGen Communications, Inc.
Service Parameters/Request Information for E1 To subscribe to E1 service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for E1 service. When ordering E1 service, provide the following service request information: Equipment Information • PBX Manufacturer—AltiGen Communications, Inc.
APPENDIX C Network Ports If AltiWare ACC 5.2 is behind a firewall/NAT router, you need to open TCP and UDP ports according to the following table: For external VoIP connection through a firewall TCP UDP Remote AltiGen IP phone/IPTalk to phone service 10032 10060 10064 Remote AltiGen IP phone firmware download (TFTP) 69 VoIP RTP Port (Voice Stream) for SIP and H.323 From X to Y (See note below) SIP Tie Trunk from other AltiGen systems 10060 SIP Trunking Service from carrier 5060 H.
Y1 = X1 + Total IP codec channels in GW1 x 2 Gateway ID = 2 X2 = 49152 + 512 x 2 Y2 =X2 + Total IP codec channels in GW2 x 2 Gateway ID=n X(n)=49152 + 512 x n Y(n)=X(n) + Total IP codec channels in GW(n) x 2 To connect the following applications through a firewall TCP AltiConsole 10025 UDP 10037 AltiView/AltiAgent/IPTalkVM service for AltiView/ AltiAgent 10025 10028 10037 AltiView/AltiAgent MeetMe Conference 10040 AltiSupervisor 10025 10027 10037 Client Applications Auto Update 10050 CDR Searc
Remote IP Phones Behind NAT For remote IP phones behind NAT, you don’t need to do any configuration. However, if the remote firewall/NAT router blocks outgoing traffic, then you will need to open the following ports on the remote firewall/NAT router: • UDP 10060 • UDP 30,000~31,000 • TCP 10064 AltiWare ACC 5.
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APPENDIX D Technical Support & Product Repair Services This appendix describes: • AltiGen technical support policy and procedures • Product repair • Technical training for administrators Technical Support Eligibility: AltiGen provides technical support to Authorized AltiGen dealers and distributors only. End user customers, please contact your Authorized AltiGen Dealer for technical support.
• AltiWare version number • Number and types of boards in the system • Server model • The telephone number where you can be reached • A brief description of the problem and the procedure to reproduce the problem Having this information ready will help us to better assist you. End users who have problems unresolved by their AltiGen Authorized Dealer, and dealers who have problems unresolved by AltiGen Technical Support, may send an e-mail to AltiGen’s CEO at ceo@altigen.com.
• Voice over IP (VoIP) network requirements and implementation for branches or remote workers. • Unified messaging, utilizing TAPI, Microsoft CRM, Outlook, Goldmine and ACT! • System troubleshooting, covering common problems/scenarios and basic troubleshooting techniques. • New product developments and future upgrades. How can I register or where can I get more information? Visit the AltiTraining web site at www.AltiTraining.com to register for a class or to get more information.
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APPENDIX E Troubleshooting Troubleshooting VoIP—Common Symptoms and Solutions The following are some of the most common problems you may encounter and a list of steps to troubleshoot and resolve these problems. Poor Voice Quality When voice quality is poor, try the following: 1. Perform a Loop-Back Test. Call yourself by dialing out and dialing back into yourself. If you don’t have any problems performing this test, the problem is most likely in the network or at the remote site. 2.
(Control) Protocol, a transport protocol for real-time applications used to transport packetized voice packets over the IP network. 5. Check the IP Dialing Table in AltiEnterprise Manager for server ID Length. Refer to “Defining the IP Dialing Table” on page 312. 6. Check if Called Extension is a Workgroup or has Multiple Call Waiting Enabled. When the called party is a workgroup pilot number or has Multiple Call Waiting enabled, the caller is placed on hold and hears ringback or music.
Index Symbols #12, enabling, for language setting 96 #27 to relocate global extension 328 Numerics 10 digit dialing area codes 56 A ACC Administrator installation 24 access system 27 access code 138 account code forcing 185 actions auto attendant 84 activity configuration 62 adding a huntgroup 239 adding a workgroup 263 admin defined # 225 administration AltiContact Center 39 admins, number connected to system 340 agent check box 185 allow call redirect/priority change 279 alternate mark inversion (AMI) 1
call handling 204, 206, 246, 273, 274 for workgroups 273 huntgroup 246 incoming 204 Call Log view window 34 call log window 34 call parking 41 call record programmable key 225 call recording configuring 100 configuring system-wide 100 extension based recording 100 file name description 99 multiple gateways 101 personal options 185 remote shared directory 101 requirements 99 trunk based recording 100 call recording configuration 99 call reports 57 call restrictions 54, 202 call restrictions, extension 203 ca
master 315 rejoining a server to 320 relocating extension 326 relocating extension using #27 328 synchronizing manually 330 system ID and 319 downgrade AltiWare 24 DTMF delivery 306 E E1 channel assignment 370 subscribing to service 370 E1 ISDN PRI installation 363 E1-R2 CAS installation 351 E-911 184 e-mail 77 name 269 email name 196, 242 e-mail messaging options 77 email services 77 e-mail, setting notification 198 emergency notification 199 emergency numbers 60 enable multiple call waiting 206 enable ca
establishing basic attributes 239 mail management 241 queue management 249 setting up membership 240 setup 238 single call handling 249 I ID, server changing length 319 impedance match, performing 151 impedance, definition 157 in call routing 163 in call routing rules 163 incoming call handling 160 incoming ring type 158 information only mailbox 196 installation ACC Administrator 24 E1 ISDN PRI 363 E1 R2 CAS 351 error messages 24 installation preparation 22 installing a Channel Service Unit (CSU) 129 inter
multilink, router supports 292 multiple call waiting 206 multiple data message format (MDMF) 188, 189 multiple language system language used 98 music files converting 347 music on hold configuration 61 music on hold custom file 61 MVIP cable, test tool 336 default routes 172 dialing delay 178 dialing pattern tips 175 dialing patterns 173 example configuration 176 overview 169 route definitions 171 out of sync 330 outgoing call blocking 160 outgoing calls, blocking all 56 overhead paging 62 overlap dialing
refresh interval 36 rejoining a server to VoIP domain 320 relocating domain extension 326 relocating domain extension using #27 328 remote locations 314 repair, product 376 replicate from domain 330 report cumulative IP traffic statistics 332 system summary 331 Report menu 29 reports, call logs 57 reports, system 331–333 requirements basic AltiServ platform 21 CPU, memory, HDD 22 reset board button 112 Reset button 32, 33 resetting cumulative VoIP statistics 333 Resource board 113 restoring files 339 restri
TFTP server 223 tie trunk, enabling 140 tie trunks, enabling hop off 56 time display 223 toll call prefixes, setting 59 toll prefix 60 toll restrictions 54 toolbar 29 tools, AltiGen 335 Trace Collector tool 343 trace, collecting 343 traffic statistics 35 traffic statistics, resetting 333 training, technical, for system admins 376 transmitted caller ID 184 transmitted CID 184 Triton analog GS/LS trunk properties, setting 148 Triton Analog Station Board configuration 114 Triton Analog Station Line Properties
