Altigen Altiware HPBX 5.0A, Administration Manual

Page 1: ...AltiWare OE ACC Version 5 0A System Installation and Administration Manual Revised 11 2006 Version 6 4403 0001 5 0A ...

Page 2: ...he documentation The information contained in this documentation is subject to change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement AltiContact Manager AltiGen AltiServ AltiWare AltiLink AltiConsole AltiAdmin Alti IP 600 Alti MSCRM Alti VRPlayer Zoomerang IPTalk Alti Mobile Extension AltiReport and SuperQ are tra...

Page 3: ...on Support AltiServ Features 1 24 AltiWare Applications 1 25 Optional Add On Software 1 26 Optional Add On Products 1 27 Chapter 2 System Requirements 2 1 Hardware Requirements 2 1 System Key Requirement 2 1 Selecting the AltiServ Platform 2 1 Minimum System Requirements 2 1 Proper Grounding and Loop Current 2 3 Uninterruptible Power Supply UPS 2 3 Operating Environment 2 3 Functional Specificatio...

Page 4: ...es 3 9 Lost Licenses 3 10 Before New Installation 3 11 To Begin New Installation 3 11 Before Upgrade 3 17 Backup Database 3 17 Station Speed Dialing Change 3 17 Shutting Down the AltiGen Switching Service 3 18 To Begin Upgrade 3 19 Online License Registration Procedures 3 25 Manual Online License Registration Procedure 3 34 Offline Registration Procedures 3 42 Windows Emergency Repair Disk 3 42 In...

Page 5: ... Plan 5 4 Assigning Trunk Feature IP Trunk Route Access 5 9 Setting Business Hours 5 11 Routing Calls on Holidays 5 13 Configuring System Speed Dialing 5 14 Defining System Call Restrictions 5 16 Blocking Calls to Area Codes from All Extensions 5 17 Setting Local Toll Free Area Codes 5 17 Setting Toll Call Prefixes 5 18 Setting Emergency Numbers 5 18 Locking Attacked Extensions 5 18 Blocking All O...

Page 6: ...List 5 35 Setting Logout Reason Codes 5 35 Activity 5 36 Feature Profiles 5 39 Chapter 6 Board Configuration 6 1 Using the Triton Resource Board 6 2 Configuring the Quantum Board 6 2 Configuring the Triton Analog Extension Board 6 4 Configuring the Triton Analog Trunk LS GS and LS Boards 6 5 Configuring the Triton VoIP Board 6 7 Voice over IP 6 7 Triton VoIP Board 6 7 Network Configuration Guideli...

Page 7: ...electing Trunks to Set Attributes 7 2 Setting General Trunk Attributes 7 3 Quantum Trunk Properties 7 6 Triton Analog Trunk GS LS Properties 7 8 Performing Impedance Match on Your Own 7 12 Using the Match Impedance Button 7 12 Measuring the Rx Level of a Trunk Channel 7 14 If You Need to Improve the Rx Level 7 15 If You Don t Have the Milli Watt Test Number 7 16 Triton VoIP Trunk Configuration 7 1...

Page 8: ...ons 10 5 Establishing Basic Extension Attributes 10 6 Agent Check Box 10 9 Forced Account Code 10 9 Call Recording Options 10 9 Setting Email Options 10 10 Changing the Extension Location or Type 10 11 Setting an IP Extension 10 11 Setting the Line Properties 10 16 Feature Profile 10 19 Phone Display Options 10 20 Setting up Groups 10 21 Establishing Group Membership 10 22 Adding Extensions to Gro...

Page 9: ...ng Answering Options 10 42 Forwarding All Calls 10 45 Do Not Disturb 10 47 Handling Busy Calls 10 48 Setting Call Waiting Options 10 48 Handling Unanswered Calls 10 49 Setting Huntgroup Handling 10 50 Setting Workgroup Handling 10 51 Configuring One Number Access 10 53 One Number Access Options 10 54 Call Screening 10 55 Setting Caller ID Verification 10 55 Specifying Forwarding Numbers 10 56 Sett...

Page 10: ...uration 16 1 Configuring Music On Hold and Recorded Announcements 16 2 Setting Greeting and Update Prompts 16 3 Configuring Overhead Paging 16 3 MVIP Clock Configuration 16 4 Feature Tips 16 5 Chapter 17 System Data Management 17 1 Using Backup and Restore 17 1 Backing up Files 17 2 Scheduling Backups 17 3 Restoring Backed up Files 17 4 Chapter 18 System Report Management 18 1 System Summary Repor...

Page 11: ...9 13 Exchange Server Configuration 19 15 Microsoft Exchange Administrator Configuration 19 17 Installing Outlook 2000 2003 Client on the AltiWare System 19 22 Enabling the Exchange Server 19 29 About AltiReach Configuration 19 35 Chapter 20 TAPI Integration 20 1 Installing the TAPI Proxy Server 20 1 Setting Up the Client 20 2 Install the AltiGen TAPI Service Provider on the Client 20 2 Set Up Phon...

Page 12: ...Installation A 1 T1 E1 ISDN PRI Installation A 12 APPENDIX B Technical Support Product Repair Services B 1 Technical Support B 1 Unresolved Problems Escalation Procedure B 2 Repair and Replacement B 3 AltiGen Policies for Repair Services Returns B 3 Technical Training B 4 B 5 Glossary G 1 Index I 1 Readers Comment Form R i ...

Page 13: ... 68 of the FCC Rules These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial or residential environment This equipment generates and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause harmful interference to radio communications This Class B digital appar...

Page 14: ...quipment must also be installed using an acceptable method of connection In some cases the company s inside wiring associated with the single line individual service may be extended by means of a certified connector assembly telephone extension cord The customer should be aware that compliance with the above conditions may not prevent degradation of service in some situations Repairs to the certif...

Page 15: ...on Analog Trunk Interfaces for Loop Start Ground Start and Loop Start Services Disruption of Network If any Quantum or Triton boards disrupt the telephone network the telephone company can discontinue your service temporarily If possible the telephone company will notify you in advance If advance notice is not practical they will notify you as soon as possible You are also informed of your right t...

Page 16: ...e instructions before attempting to operate the equipment and before connecting the power supply Always follow basic safety precautions to reduce the risk of fire electrical shock and injury to persons To prevent fire or shock hazard do not expose the unit to rain moisture or install this product near water Never spill liquid of any kind on this product Never push objects of any kind into this pro...

Page 17: ...l caminar sobre él A fin de evitar el sobrecalentamiento del equipo no obstruya las ranuras y aberturas que se encuentran sobre las cubiertas del módulo ya que éstas se suministran para su ventilación Sicherheit Die in dieser Veröffentlichung enthaltene Information befaßt sich mit der Sicherheit von Personal sowohl beim Einbau als auch bei der Wartung des Geräts Wichtige Sicherheitsbestimmungen Vo...

Page 18: ...posed electrical circuits See note above Follow the instructions in the manual carefully especially when working with circuits that are powered Disconnect power when instructed to do so in the procedures Disconnect all power before working near power supplies unless otherwise instructed by a maintenance procedure Disconnect all power before installing changes in machine circuits unless otherwise i...

Page 19: ...a particularmente si está usted trabajando con circuitos eléctricos descubiertos Lea la nota anterior Siga al pié de la letra las instrucciones contenidas en el manual particularmente cuando trabaje con circuitos que tengan energía eléctrica Desconecte la energía cuando las instrucciones del procedimiento se lo indiquen Desconecte toda la energía eléctrica antes de trabajar cerca de cualquier fuen...

Page 20: ... Anleitungen im Handbuch sorgfältig besonders dann wenn an eingeschalteten Schaltkreisen gearbeitet wird Strom abschalten wenn ein Verfahren das vorsieht Falls nicht anderweitig durch ein Wartungsverfahren bestimmt ist der Strom bei Arbeiten nahe der Stromversorgung abzuschalten Falls nicht anderweitig durch ein Wartungsverfahren bestimmt ist der Strom bei Änderungen am Maschinenstromkreis abzusch...

Page 21: ...ctive earthing terminal in accordance with EN60950 cl 2 5 6 The host machine ISA bus pins B1 B10 or B31 edge connectors on CPU mother board backplane MUST be less than 0 1 Ohms to host machine earthing terminal 7 AltiGen complies with PCI Board specifications Rev 2 1 5V 32 bit 8 The power required by the host machine and the total of all adapter cards installed within the host environment together...

Page 22: ...2 A4 3 La instalación de este aparato la DEBEN ejecutar profesionales 4 La máquina principal DEBE conectarse a tierra conforme lo dispone el EN60950 1992 edición 2 A4 1997 cl 6 2 1 2 utilizando cable de conexión a tierra desde la terminal a masa de la máquina principal a la conexión a tierra del edificio 5 El circuito SELV de la máquina principal debe conectarse a la terminal protectora de aterriz...

Page 23: ...ruptor de la selección del voltaje de entrada 115 230V está en la parte posteriora del chasis y se fija al voltaje apropiado para su instalación Sicherheitserfordernisse gemäß UL Underwriter s Laboratories Inc Host Computer Wirtsrechner 1 Das Gerät Model AltiGen AltiServ ist nur in Verbindung mit Telekommunikationssystemen zugelassen die den gegebenen Anleitungen gemäß den darin geforderten Beding...

Page 24: ... dc überschreiten ist der zuständige Sicherhaitsingenieur zu Rate zu ziehen Anderweitige Benutzung des Geräts deren Ergebnis die Außerkraftsetzung der erteilten Genehmigung zum Betrieb des Geräts zur Folge hat macht diese Genehmigung ungültig 10 Für die folgenden AltiServ Plattformen AltiServ1A IP AltiServ1E IP and Alti Office 1B überprüfen der Eingang Spannung Vorwählerschalter 115 230V ist auf d...

Page 25: ...ico Alle Schaltungen müssen den Nationalen Vorschriften für Fernmeldeschaltungen National Telecommunications Wiring Regulations und den Nationalen Vorschriften für Elektroschaltungen National Electrical Wiring Regulations entsprechen Additional Requirements for Australia Requisitos Adicionales para Australia Zusätzliche Bestimmungen für Australien 1 Warning For safety reasons connect only ACA or A...

Page 26: ... alejada de cualquier abertura superior o lateral de la cubierta por lo menos mediante 25 mm de aire o a través de una barrera de inflamabilidad Clase V 1 o superior salvo cuando las aberturas se apeguen a cualesquiera de los siguientes criterios No excedan de 5 mm en cualquier dirección o No excedan de 1 mm de ancho sin importar su longitud 3 Cualquier orificio del chasis que no cumpla con las es...

Page 27: ...not run through steel conduit 1 Deberá instalarse equipo complementario de conducción a tierra entre el producto o sistema y la tierra misma esto es además del conductor a tierra que el equipo tiene en el cordón de la fuente de alimentación 2 El conductor de conexión a tierra del equipo complementario no podrá ser de dimensiones inferiores mínimo calibre 8 AWG se recomienda el calibre 6 AWG a la d...

Page 28: ...derwriter s Laboratories Inc Prepare the hardware as follows ensuring that the relevant manufacturer s installation instructions are complied with If you have doubts about any of these call your supplier 1 This apparatus must be professionally installed 2 Select a CE computer chassis according to the Safety Requirements above ensuring that it has an external marked earth point 3 The host machine I...

Page 29: ...se de que las clavijas PCI de los canales de distribución cumplen con las especificaciones de los tableros PCI Rev 2 1 5 voltios 32 bit 5 Prepare el chasis de acuerdo con las instrucciones del fabricante de la computadora personal para efectos de que reciba las tarjetas de PC que necesita y se cerciore así de que la instalación de las tarjetas de extensión no redundará en la infracción de los Requ...

Page 30: ...er als 0 1 Ohms zum Erdanschluß führen 4 Die PCI Program Controlled Interrupt Kontaktanschlüsse auf der Sammelschiene des Hauptgerätes entsprechen den PCI Steckkartenanforderungen PCI Board specifications Rev 2 1 5V 32 bit 5 Vor dem Einbau der entsprechenden PC Personal Computer Karten in das Gehäuse gemäß den PC Herstelleranweisungen ist sicherszustellen daß durch den Einbau zusätzlicher Karten d...

Page 31: ...ith a like product How Long the Warranty Is Effective All AltiGen Communications products are warranted for one 1 year for all parts from the date of the first end user purchase Whom the Warranty Protects This warranty is valid only for the first end user purchaser What the Warranty Does Not Cover 1 Any product on which the serial number has been defaced modified or removed 2 Damage deterioration ...

Page 32: ...r of product 3 your name and company name 4 your shipping address and 5 description of the problem 3 For additional information contact AltiGen via e mail at support altigen com Effect of State Law This warranty gives you specific legal rights and you may also have other rights which vary from state to state Some states do not allow limitations on implied warranties and or do not allow the exclusi...

Page 33: ...re Installation describes software specifications of the AltiServ system Chapter 4 Getting Around AltiAdmin describes how to navigate the AltiWare Administrator application which is used to configure and maintain the AltiServ system Chapter 5 System Configuration describes AltiServ system basic configuration phone numbers number plans out call and in call settings Chapter 6 Board Configuration des...

Page 34: ...ment reports on summary traffic system log and call detail summary Chapter 19 Data and Internet Integration describes setting up email AltiReach Exchange integration Chapter 20 TAPI Integration describes how to configure AltiGen s TAPI gateway to use off the shelf applications for calling contacts Chapter 21 Tools and Applications gives a brief overview and general instructions for using AltiWare ...

Page 35: ...AltiWare OE System Installation Administration Manual xxxv Preface Alti IP 600 Manual Alti MSCRM Manual ...

Page 36: ...xxxvi AltiWare OE System Installation Administration Manual ...

Page 37: ...Email Server Call Detail Reports CDR Internet Integration TAPI Telephony API Service Provider Voice over IP Digital T1 PRI E1 Integration Tie Trunks with Caller ID Out Call Routing Web Call Center web based calling Data Directed Routing IP Extensions The AltiServ computer telephony platform is built by installing one or more AltiGen boards into full size ISA PCI slots of a Windows 2000 Windows 200...

Page 38: ...ilable and the selected computer platform performance characteristics Note AltiWare OE Release 3 0 or higher does not support Quantum Rev C C boards Upgrade Quantum boards to Rev D prior to installing OE 3 0 or higher software Triton Boards Triton VoIP Board a PCI bus telephony board that provides voice processing resources DSP engines reside on the VoIP board to perform voice processing functions...

Page 39: ...rd that supports 8 or 12 trunks The 12 trunk card 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 will be used The 8 trunk card is only available in the loop start model You can install up to 16 Triton Analog Trunk boards per system Tone detection fax modem voice availabl...

Page 40: ...ple trunk and route access codes scheduled call routing and flexible call restrictions For effective system management AltiWare provides information about system traffic and statistics to help the system administrator understand the dynamics of business communications and adjust resources such as the number of outside lines accordingly For more information on using PBX features see the AltiServ Us...

Page 41: ...p to 10 digits are allowed to specify area codes and or phone numbers that are restricted on an extension by extension basis Or you may block ALL outgoing calls Caller ID fully supports the Bellcore Caller ID standard and displays alpha and numeric caller ID and name on a standard analog telephone with a display Up to 64 characters are transmitted and displayed If your local exchange carrier provi...

Page 42: ... is absent A greeting associated with the activity can be recorded and played to the caller The activity is displayed if the caller is an AltiView AltiAgent or Alti IP 600 Phone user Extension Based Feature Profile the system administrator is able to create an extension feature profile that includes enabling and disabling of extension features Feature Tips plays helpful tips and reminders for opti...

Page 43: ...t terminal device to connect to AltiServ With a few exceptions described in Chapter 11 Setting Up IP Extensions IP extensions have the same functionality as an analog station Line Park allows for a set of 99 lines to be used as a park pool where trunk incoming calls can be parked automatically by routing call handling treatment in AltiAdmin Park Lines are organized into groups with up to 99 groups...

Page 44: ...ing calls to be directed to particular trunk routes based on parameters assigned in AltiAdmin and supporting the new tenant tables Outside Call Blocking when this feature is enabled access to outside lines is temporarily disallowed Overhead Group Paging allows the use of group voice paging to Alti IP phone users in a group Overhead Paging allows the use of voice paging over an internal public addr...

Page 45: ...pon hearing a Call Waiting tone The user can then alternate between the two calls Station Log In Log Out enables system users to move an extension number from one station to another or deactivate an extension on a long term basis System and Station Speed Dial allows programming of frequently used telephone numbers for speed dialing Up to 60 system speed numbers can be programmed Up to 20 station s...

Page 46: ...ensions is through voicemail use a physical extension a trunk or via AltiView or AltiAgent Flexible Wrapup Times and Inter Call Delays can be used to set delays before the system sends the next call to an extension Further the user can manually set the extension state to Ready or Not Ready to receive calls Automatic Call Distribution Features Automatic Call Distribution ACD features include Auto L...

Page 47: ...ion allows the administrator to select a single dialed digit that can be assigned to route a call to any destination First Digit Translator allows the administrator to select a single dialed digit that can be assigned to route a call to any destination Extension Dialed Digit Translator allows predefined dialed digits by an extension to be translated into a different dialing string In ACM 5 0A a di...

Page 48: ...ll queue for the next available member When the first called member fails to answer the call within the number of rings configured the system can direct the call to the next available group member An option setting in the system can also ring the longest idle member or ring all available members Calls encountering RNA among all agents can be automatically directed to an alternate destination Multi...

Page 49: ...lue for callers waiting in queues The performance statistics show when workgroup calls are queued for longer than a prescribed value Single Multiple Call Handling for Workgroups allows the workgroup administrator to select single or multiple calls handling operation for workgroup agents when holding a workgroup call ACC feature only Workgroup CDR RTM Enhancements ACC feature only the CDR RTM datab...

Page 50: ... active workgroup members or ACD agents This feature is available only to workgroup members Logout does not block direct calls to the workgroup member s extension Workgroup Queue Overflow Handling routes incoming calls to an alternate destination when the queue is already full or when incoming calls will have an unacceptably long wait time Workgroup Silent Monitoring an option enabled with the Alt...

Page 51: ...and their extension numbers Nine level Programmable Menus allows multiple levels of recorded menu options for specific routing of calls Programmable Time Out Handling allows the administrator to select the action the system should take if there is no digit detected by the caller within specified seconds Schedule Based Call Processing routes calls differently for different times of the day Web base...

Page 52: ... This mailbox does not allow callers to leave a message but only to listen to the message announcement personal greeting from the mailbox To repeat the message callers are instructed to press the key See Setting up Extensions on page 10 3 for more information on this feature Making a Call from the AltiGen Voice Mail System allows users to make a call from within the AltiGen Voice Mail System by pr...

Page 53: ...Voice Mail Distribution List allows the user to use system distribution lists or create and use personal distribution lists for forwarding voice mail Up to 100 distribution lists can be created Each distribution list can have up to 64 entries and any entry can be another distribution list Zoomerang allows users to listen to messages in the AltiGen Voice Mail System prompt the system to automatical...

Page 54: ...ess of the Exchange server must be the name of the machine or the fully qualified domain name Mail Forwarding allows you to forward mail email and voice mail to an SMTP based mail server The destination server address should be the address of the SMTP server to which all mails should be forwarded This address can be an IP address such as 100 200 101 201 a domain name such as altigen com a fully qu...

Page 55: ...runks or channels instead of having to change them one at a time Auto Attendant Configuration File lets you export your complete Auto Attendant configuration to an html file Call Detail Reporting CDR the system collects and records information on outgoing and incoming phone calls such as length of call time of call number of calls This data can be written to an internal database or to an external ...

Page 56: ... are also stricter Extension Calling Number Support each extension can be configured with a calling number When an outgoing call is made by this extension through PRI or IP trunks the calling number will be displayed as the Caller ID to the receiving caller Extension Checker a tool that checks the security status of every extension in your AltiWare system Extension Password Protection for Applicat...

Page 57: ...is full T1 PRI E1 Features T1 PRI features include ANI DNIS Transport over T1 PRI Tie Trunks ANI Automatic Number Identification and DNIS Dialed Number Identification Service digits for calls can be forwarded and transmitted between extensions at remote AltiServ systems Collecting Caller ID DID Digits for T1 allows you to configure the format and sequence of caller ID and DID digits using DTMF for...

Page 58: ...e DTMF tones and or digits are detected and sent out of band over a reliable TCP IP channel to the remote AltiServ to guarantee the delivery Dialing Prefix Filter users may select a PSTN or IP trunk when making outgoing calls by dialing a configurable access code Echo Cancellation due to bandwidth limitations and device loading long delays may occur during packet delivery process which worsens the...

Page 59: ...d using a single point of administration Integrated VoIP Gateway because the VoIP gateway is built in to the system translation of PSTN calls to IP calls and IP to PSTN calls are smoother and more successful Also the Overlap dialing is enabled and the dialing sequence is smoother for end users Without the need for cable configuration and the purchase of additional analog ports there can be signifi...

Page 60: ... system and hop off to dial an outside telephone number This hop off feature can be enabled or disabled on the remote system Outcall restrictions for hop off calls are configurable Voice over IP Session Support AltiServ Features The following trunk related AltiServ features are supported during IP trunk call sessions Refer to the AltiServ User Guide for more details on how these features work over...

Page 61: ...system The tool can be run on any server local or remote to an AltiWare system that has a connection for access to all the servers to be managed DINA Manager can support multiple versions of AltiWare and AltiContact Manager Also extensions across multiple systems can be deleted In OE 5 0A the following enhancement has been made Multiple extensions groups relocation Extension Phrases Replicator all...

Page 62: ...tion that interacts with AltiServ through AltiLink Plus and provides easy to use call control monitoring and logging capability In OE 5 0A the following enhancements have been made Support for IP Talk Mute button Add workgroup name field in Monitor window Add extension activity field in Monitor window Setting Activity made easier Inputted number kept when switching between Voice Mail and Calls tab...

Page 63: ... incoming trunk call data against customer records built using the Call Router GUI The Call Router Advanced license gives additional features including dynamic searching of DNS data to match against incoming call data and workgroup call queue announcements CDR Search allows administrators to search CDR files for records that meet selected criteria and allows workgroup supervisors to search both CD...

Page 64: ...Key AltiServ Characteristics 1 28 AltiWare OE System Installation Administration Manual ...

Page 65: ...nstallation software upgrade process and upon system reboot One pre assigned DB 25 parallel port system key is included with every copy of AltiWare OE 5 0A upgrade or original Each system key has a unique key designated for a particular AltiWare software package system keys cannot be shared among systems System keys are also available in USB form factor USB system keys must be special ordered Sele...

Page 66: ...ndows XP Professional For Online Help Internet Explorer 6 0 or higher browser To accommodate Quantum and Triton telephony boards with AltiWare software AltiServ requires the following minimum system configuration IBM PC compatible system with adequate number of full size ISA and PCI slots Microsoft Internet Information Services version 3 or higher for Windows 2000 web server software that is suppl...

Page 67: ...urrent issues please refer to the toolbox in the tech support section of AltiGen s web site at http support altigen com Uninterruptible Power Supply UPS Using a UPS prevents power fluctuations and surges on power sources from utilities Windows files can be corrupted as a result of power failure or improper system shutdown Caution Corrupted files may not be repairable and may require re installatio...

Page 68: ...alling VoIP boards the recommended installation procedure is to install the VoIP boards first then set up the IP extensions If there are no VoIP boards in the system and no IP extensions are loaded then no IP extensions can be set up Functional Specifications Quantum Board Each Quantum telephony board has eight voice channels so eight ports can listen to voicemail simultaneously One port will rema...

Page 69: ... Board Telephony Power Supply for Quantum D Board Automatic Power Failure Transfer ISA Bus E 911 CAMA trunk support Triton Analog Extension Board The Triton Analog Extension telephony board has a dedicated voice channel for every extension port and FSK only message waiting LED Indicators LED 1B LED 1A Status ON ON 5V is OK 12V is OK normal operation OFF OFF Power cable not plugged in ON OFF 5V les...

Page 70: ...ts 12 analog trunks and offers FSK Caller ID receiving Centrex flash and voice silence activated answer supervision This board is also compatible with major PCI chassis vendors The Triton Analog Trunk board has the following functional characteristics MVIP compatible 256 Port Non Blocking Switch Matrix Jumper Free Configuration 32 bit 5v PCI Bus Compliant with EIA464 LS GS LED Indicators LS LED In...

Page 71: ...ny board which supports either T1 E1or PRI through software configuration has the following functional characteristics MVIP Compatible 256 Port Non Blocking Switch Matrix Jumper Free Configuration PCI Bus Tone detection for fax tone modem tone and voice LED Indicators Green LED Red LED Status OFF OFF No power ON OFF Normal operation OFF ON No signal ON Flashing Faulty signal with frame synchroniza...

Page 72: ...o side rocking motion to remove the connector or by pulling the cable Be careful to make sure pins in the MVIP connector on the board line up with the sockets on the MVIP cable Failure to do so may result in pins being pushed down toward the bottom of the MVIP connector on the board The MVIP test will detect these errors For complete instructions on how to install Triton and Quantum boards please ...

Page 73: ...rt board one board upgrade per license The original ports retain their configurations but you must configure the new ports if you want to use them Board Tarjeta Karte Model Number No de Modelo Modell Nummer Description Descripcion Beschreibung Quantum1 ALTI CD0408UD SPH001 4 trunks troncales Haupt and 8 extensions extensiones Nebenanschlüsse Quantum1 ALTI CD0804UD SPH001 8 trunks troncales Haupt a...

Page 74: ... ursprünglichen Anschlüsse behalten ihre Konfiguration die neuen Anschlüsse jedoch müssen bei Gebrauch neu konfig uriert werden 1 Available in the Americas and Caribbean only Disponible en las Américas y en el Caribe única mente Nur in Nord und Südamerika und der Karibik erhältlich System Limitations Note the following limitations for board installation and Triton VoIP board and port combinations ...

Page 75: ...ica Energiebedarf The power requirements are as follows for each individual board Los requisitos de energía eléctrica son los que se indican a continuación para cada tarjeta individual Die folgende Tabelle zeigt den Energiebedarf jeder einzelnen Karte an of Quantum or Triton Boards per System of Agents Supported CPU Type Available Memory Hard Disk Controller Power Supply 5V Requirement 12V Require...

Page 76: ...el sistema Para instalar el ventilador de enfriamiento en el sistema AltiWare lea las instrucciones que se incluyen con la unidad de ventilación Befinden sich mehr als zwei AltiGen Fernmeldekarten in der AltiWare Anlage muß ein zusätzlicher Ventilator eingebaut werden Dieser Ventilator hat die Aufgabe effektiv Hitze zu reduzieren und gleichzeitig den Luftstrom zu den Fernmeldekarten zu erhöhen um ...

Page 77: ...up and use the system consider the environment in which the system will reside Choose a work surface large enough to accommodate the entire system Use a flat stable work surface with enough space around it for proper air circulation For proper heat dissipation a fan is recommended in front of the AltiGen telephony boards to ensure sufficient airflow Be sure the fan filter is clean and does not blo...

Page 78: ... descarguen en forma segura antes de que las toquen El tapete dispersor debe contar con una capa superior de caucho y una capa inferior c El tapete debe limpiarse en forma regular utilizando un limpiador para tapetes antiestática La tabla siguiente contiene las especificaciones de funcionamiento para el tablero de la telefonía de AltiGen Betriebsbedingungen Vor Aufbau und Inbetriebnahme der Anlage...

Page 79: ...elle enthält die funktionierenden Spezifikationen für das AltiGen Telephoniebret Packaging for Shipment and Storage AltiGen telephony boards are packaged and shipped individually in fully closed static shielding bags The pink anti static foam should be used only as cushioning material it is not static dissipative and cannot discharge the boards Always save and use the original packaging materials ...

Page 80: ...for Ext 101 to bring in Ext 102 into the conference if Ext 102 is located on the same Quantum board as Ext 101 Once Ext 102 joins the conference no other members can join this conference call as the 6 conference member limit has been reached 3 The Triton Resource board can support up to 12 conference bridges with up to 6 members each However this does not imply that you can have a total of 72 conf...

Page 81: ...ent that allows you to search a Call Data Reporting database along with documentation and external logger service DINA Manager Contains the DINA Manager installation program Documentation Contains the AltiWare OE System Installation and Administration Manual and the AltiView and AltiServ User Guide in the Adobe Acrobat PDF format AltiMSCRM Contains the AltiMSCRM installation program Gatekeeper Con...

Page 82: ...re OE The following is a step by step procedure for installing or upgrading the AltiWare OE software from the AltiWare OE Release 5 0A CD ROM Before you begin installation however please note the following Backup prior to install Before upgrading your system from AltiWare Release 4 6 or above you should back up all the configuration information to a different location such as the network drive You...

Page 83: ...grade to 4 6 and then upgrade to 5 0A Otherwise a fresh installation of 5 0A is required Firewall Considerations If you are using a firewall in the AltiWare OE 5 0A environment the following are the network ports used Client Server TCP UDP AltiAdmina AltiWare DCOM 135 135 AltiConsole AltiLink 10025 AltiControl AltiLink 10025 AltiReach AltiLink 10015 AltiView AltiAgent AltiLink VM Service 10025 100...

Page 84: ...run only in an intranet b N 49152 62 number of boards 1 TCP Description 10015 define PORT_ALTILINK_AECP 10025 define PORT_ALTILINK_PLUS 10026 define PORT_TAPI_GATEWAY 10027 define PORT_EXTERNAL_LOGSERVICE 10028 define PORT_ALTIVIEW_VM_SERVICE 10029 define PORT_INTERNAL_LOGSERVICE 10030 define PORT_KEEP_ALIVE_SERVICE 10031 define PORT_CALL_ROUTER 10032 define PORT_IPPHONE_SERVICE 10033 define PORT_...

Page 85: ...his license the following licenses are disabled Table 4 Release OE 5 0A License Summary The following table lists all licenses used in AltiServ Contact Center 5 0A The following licenses require both OE 5 0A and ACC 5 0A base licenses Without these licenses the following licenses will be disabled License Description Notes OE 5 0A License required for fresh installation or upgrade to OE 5 0A AltiVi...

Page 86: ...r Required for ACC Product Workgroup related options will be disabled if this license is not installed Advanced Call Router This license enables Advanced Call Router service No session license is required Only one copy of Advanced Call Router can run at the same time Agent Seat This license counts the number of concurrent logged in agents to one or multiple workgroups When a single agent logs in t...

Page 87: ...Individual license keys cannot be reactivated or installed on a different system once it has been registered the first time The same license key cannot be associated with multiple systems even on the same customer site Through registration AltiGen tracks all licenses shipped which licenses have been installed and registered and which license keys are associated with each system key Dealer Installa...

Page 88: ... an activation file that will be used to populate the actual system with valid registration information WARNING Once a license key is associated with a system key it cannot be reassigned to another system Remember that some licenses for OE 5 0A are specific for that release For upgrades some 4 6 licenses must be converted to 5 0A in order to work with AltiWare For step by step instructions on the ...

Page 89: ...ed for online registration Upgrades The AltiGen upgrade process is designed to ensure that the proper compatible seat licenses are provided with upgrade software ordered Other optional software such as AltiAgent and AltiSupervisor must also be upgraded to be compatible with 5 0A 5 0A compatible licenses Upgrading from OE 4 0 4 0A to OE ACC 5 0A No OE 4 0 4 0A licenses are supported Requires fresh ...

Page 90: ...C Agent Seats 10 AltiAgent Client Sessions 1 AltiSupervisor Client Session AltiView Site License converts to 100 AltiView Session Licenses AltiConsole Site License converts to 10 AltiConsole Session Licenses Advanced Call Router converts to 5 0A Advanced Call Router After upgrade all extensions belonging to workgroup s will be set as agents and be placed in the logout state The package will not in...

Page 91: ...of digits for all extension numbers All extensions in the AltiServ configuration must be the same length You cannot change the extension length once the first extension is configured which is something you do later running the AltiWare Setup To change the extension after extensions are configured requires reconfiguring the entire system or deleting all the extensions and groups already configured ...

Page 92: ...t Note If you plan to run Exchange Integration you must have domain administrator rights 4 Insert the AltiWare OE CD ROM into the CD ROM drive 5 Select and read the Readme txt file 6 After reading the Readme txt file click on SETUP EXE in the AltiWare OE folder 7 At the Welcome page window exit all Windows programs before continuing with the setup then click Next Note Setup will terminate if T1 Re...

Page 93: ...will ask for customer information Enter a User Name and Organization then click Next 9 Setup will create a password account for AltiWare services AltiGen recommends that you do not change the default password If you still wish to change this you may enter a password no longer than 14 characters for this account Click Next when finished ...

Page 94: ...ation folder Click Next to install to the folder or click Change to install to a different folder 11 Setup will use the following disk drives as noted for PostOffice AltiDB or you may select another local drive Note It is recommended that the local drive used should have at least 2GB of free space for PostOffice and 500MB for AltiDB ...

Page 95: ...the program Click Install to begin installation 13 Setup Window will prompt for the Country System Home Area Code and Extension Length When finished click OK Note Once the Extension Length is set and you click OK you cannot change the extension length after this setup unless you re configure the entire system or delete all the extensions already configured ...

Page 96: ...installation process 15 Recommended After rebooting run the MVIP test program from Start AltiWare AltiWare Tools MVIP test 16 Use AltiAdmin to register your licenses Follow the steps for Online License Registration Procedures on page 25 If you do not register and activate your licenses only eight 8 physical ports will be available for use ...

Page 97: ...e to OE 4 6 then to OE 5 0A If AltiWare OE 2 x is installed first upgrade to OE 4 6 then to OE 5 0A Back up all the configuration information to a different location such as the network drive You can do this by using the backup utility OR by copying the contents of the altiserv db altiserv Phrases LangCustom and postoffice folders to a backup location To uninstall an earlier version of AltiWare cl...

Page 98: ...ltiGen Switching Service COM Server AltiGen Messaging Service COM Server AltiGen SMTP Service COM Server AltiGen POP3 Service COM Server AltiGen Exchange Integration Service COM Server AltiGen Backup Restore Service AltiGen Keep Up Service AltiGen Internal Logger Server AltiGen External Features Server AltiGen Auto Upgrade Service AltiGen IP Phone Service Shutting Down Switching as a Windows 2000 ...

Page 99: ...not connect the system key to any AltiGen board as damage may occur to the board or the system key 3 Login to Windows 2000 as a domain or local user account that has local administrator privileges If your machine is a stand alone server you need to login as a local administrator account Note If you plan to run Exchange Integration you must have domain administrator rights 4 Insert the AltiWare OE ...

Page 100: ...ystem Installation Administration Manual 8 At the Welcome page window exit all Windows programs before continuing with the setup then click Next 9 Setup will ask for customer information Enter a User Name and Organization then click Next ...

Page 101: ...OE System Installation Administration Manual 3 21 3 Software Installation 10 Setup will require CDR RTM database upgrade Click OK 11 Select a database for upgrading and click OK 12 Setup will begin upgrading database from 5 0 to 5 0A after clicking Upgrade ...

Page 102: ...p Before Upgrading and Automatic Restore options checked and enter Yes in the input box then click Run 14 Once database upgrade is completes click Yes to delete the backup of the old database or click No to continue 15 Setup will create a password account for AltiWare services AltiGen recommends that you do not change the default password If you still ...

Page 103: ...vation and Registration AltiWare OE System Installation Administration Manual 3 23 3 Software Installation wish to change this you may enter a password no longer than 14 characters for this account Click Next when finished ...

Page 104: ...stallation Administration Manual 16 Setup is ready to install the program Click Install to begin installation 17 Setup will reset password to default Click OK to continue 18 Setup is complete Reboot the system to finish the installation process ...

Page 105: ...s up to the maximum available by adding station licenses Each license you enter adds to the previous total Sessions AltiWare OE includes a single session license You may increase the number of concurrent client sessions by purchasing additional session licenses packages Each license you enter adds to the previous total In AltiWare OE 5 0A the AltiContact Manager license allows you to enable this a...

Page 106: ... 3 26 AltiWare OE System Installation Administration Manual 1 From the About AltiWare window in AltiAdmin click on the License Information button 2 Click the Registration button to open a new License Information window ...

Page 107: ...d License to add the license keys that you wish to add and activate License keys are located on the End User License Agreement sent with every License purchase 4 In the License Key field of the Add License pop up window enter the license key and click OK Continue adding licenses with the Add License button until all licenses are entered 5 Select the Online Register button This automatically launch...

Page 108: ...System Key field is automatically loaded This information is located on the End User License Agreement In the Dealer Installation ID field enter the ID number assigned to your Dealer This information can be obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support Click Next when finished 8 The next web page allows for inputting of Customer and Installer infor...

Page 109: ...tion Administration Manual 3 29 3 Software Installation For the Customer Information and Installer Information sections fill in all fields required and click Next when finished 9 The next web page allows for entering of new License Keys or for adding any additional licenses ...

Page 110: ...tallation Administration Manual Click Add More Keys to add more licenses or click Next to register these licenses Note All keys are case sensitive 10 The next web page displays the licenses that have been activated and are about to be registered ...

Page 111: ...de a obsolete licenses such as unsupported 4 X licenses b not enough digits in license number c wrong license number d license number registered to another system key You may attempt up to three retries to validate licenses If you click Retry on the fourth attempt the Web Registration will not continue and you must begin the Web Registration process again from Step 5 Click Next to continue 11 The ...

Page 112: ... web page continues the registration by initiating a product registry program At the Security Warning prompt click Yes to install and run the program If you click No or close this box the Web Registration will not continue and you must begin the Web Registration process again from Step 5 ...

Page 113: ...e an exctl file in altiserv db 13 The final web page displays a verification notice and number confirming that an email of the registration process results has been sent to the customer and installer Save the email for future reference You may close this web page 14 Return to the AltiWare system In the License Information window click the Refresh button ...

Page 114: ...license 15 Close the License Info window to finish the license registration Manual Online License Registration Procedure To manually register any license through online registration where the local AltiServ system has no Internet connection follow these steps 1 From the About AltiWare window in the local AltiAdmin click on the License Information button 2 Click the Registration button to open a ne...

Page 115: ...License keys are located on the End User License Agreement sent with every License purchase 4 In the License Key field of the Add License pop up window enter the license key and click OK Continue adding licenses with the Add License button until all licenses are entered 5 Click Save Register Form to save registration information as a Register htm file and copy to a floppy disk or a shared file loc...

Page 116: ...istered software version Select Re Register or Upgrade migrate to and use the drop down list to select the version to upgrade or migrate to Then click Next 9 The next web page allows for inputting System and Dealer Installation ID In the System Key field enter your System Key located on the End User License Agreement In the Dealer Installation ID field enter the ID number assigned to your Dealer T...

Page 117: ...tion and Registration AltiWare OE System Installation Administration Manual 3 37 3 Software Installation obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support Click Next when finished ...

Page 118: ... web page allows for inputting of Customer and Installer information For the Customer Information and Installer Information sections fill in all fields required and click Next when finished 11 The next web page allows for entering of new License Keys or for adding any additional licenses ...

Page 119: ... OE System Installation Administration Manual 3 39 3 Software Installation Click Add More Keys to add more licenses or click Next to register these licenses 12 The next web page displays the licenses that have been activated and are about to be registered ...

Page 120: ...as unsupported OE 4 X licenses b not enough digits in license number c wrong license number d license number registered to another system key You may attempt up to three retries to validate licenses If you click Retry on the fourth attempt the Web Registration will not continue and you must begin the Web Registration process again from Step 5 Click Next to continue 13 The next web page displays th...

Page 121: ...ation 14 The next web page continues the registration by initiating a product registry program 15 At the end of the Web Registration save the exctl file to a floppy disk 16 Return to the AltiServ machine In the License Information window click the Load button and to load the exctl file from floppy into the AltiServ system ...

Page 122: ...rogram and select Create an Emergency Repair Disk from the Tools menu Installing AltiAdmin on Remote Systems AltiAdmin contains the AltiWare Administrator application that can be installed on any Windows 2003 or 2003 system with Service Pack 6a or higher or Windows 2000 and a network connection AltiAdmin does not support Windows 95 98 When you install AltiAdmin on a machine that is not an AltiServ...

Page 123: ...site to administer AltiServ over the Internet enter the IP address e g 100 100 100 100 of the AltiServ system when prompted for the server name Multiple AltiServ systems can be managed at a single location with an AltiAdmin open for each AltiServ system 3 Login by Selecting the Services Login or clicking the Login icon the left most icon in the Toolbar The Login Password window prompts you to ente...

Page 124: ...tem or for other reasons you need to backup the database move the telephony boards install the AltiWare software and restore the database to the new platform The new platform should have access via a LAN to the system to which you backed up the files from the old platform To transfer the system to another platform 1 Back up the system files then shut down and unplug the AltiServ system computer fo...

Page 125: ...e system then run the MVIP test 11 Reboot the system AltiWare Uninstall To back out the upgrade be sure to stop all AltiWare related services before uninstallation To do this run AltiAdmin log in and select Shutdown Switching from the Services menu In the event that the auxiliary services were not stopped stop them one at a time using the Start Programs Administrative Tools Services applet Then la...

Page 126: ... using the Control Panel Add Remove Program AltiView VM Service Quantum SP Triton SP Triton Analog SP Triton T1 PRI SP Triton VoIP SP 5 Remove the altiserv directory and any subdirectories 6 Shut down Windows and power down the computer 7 Install the previously removed older Quantum Triton boards back into the computer 8 Reboot the computer 9 Reinstall the previous OE and the previous version of o...

Page 127: ...osed before installing AltiWare OE Setup cannot detect your system key You must plug your system key into either a parallel or USB port for upgrading to AltiWare OE 5 0A Make sure your system key is fully inserted into your parallel or USB port prior to installing AltiWare OE If error persists reboot the system then run setup again Setup has not detected your system key If you proceed the installa...

Page 128: ...s installed on c drive to your system environment path through Control Panel System Environment path after finishing AltiServ s installation but before restarting your system Failed to upgrade AltiWare databases The previous database may be corrupted Restore the last known working database and try again If error persists contact your Authorized AltiGen Dealer Error Message Solution ...

Page 129: ...ltiServ system or on any other system on the LAN for remote maintenance On a remote Windows 2000 or Windows 2003 client system on the LAN AltiAdmin allows control of one or more AltiServ systems System Data Management and Stop Switching Service cannot be performed over the LAN Instructions for installing AltiAdmin are described in Installing AltiAdmin on Remote Systems on page 3 42 Logging in for ...

Page 130: ...atus The main window contains separate child windows or different views of the system There are five default views the boards extensions trunks workgroups and call traffic Additionally if appropriate you can also run a view of IP Trunk Traffic which is the 6th window at the bottom in the above example Note If using Windows XP for AltiAdmin or client applications please note that for AltiAdmin the ...

Page 131: ...rsonnel View Show hide or set default alignment of the windows the toolbar and the status bar Help Online help and AltiWare version and license information Quick Access Toolbar Figure 2 AltiAdmin Quick Access Toolbar The toolbar contains icons representing shortcuts to frequently accessed functions From left to right the toolbar icons are as follows Logout and login Click the light blue monitor at...

Page 132: ...the Auto Attendant Select window the same function as Management Auto Attendant Select System Summary Opens the System Summary window the same function as Report System Summary System Log Opens the System Log window the same function as Report System Log System Help Opens the online help system main window the same function as Help Help About Opens the About AltiWare window which displays version ...

Page 133: ...the internal system setup and active status Boards View Window The Boards window displays the AltiServ Quantum or Triton boards hardware status It displays the card location in the ISA or PCI slots and board model numbers Figure 3 Boards window Each board is represented by the logical ID 0 the sequential location of the board card model number name of the board and physical ID the ID set using the...

Page 134: ... ID is 1 and the port number is 4 If an extension user with IP Extension enabled has logged onto an IP extension the location will show the static IP address you have assigned If you use dynamic IP addressing this location will change every time the user logs off and back onto an IP extension You can double click any extension number to open the Extension Configuration window for the selected exte...

Page 135: ...tion format is slot channel for example channel 3 on the board in slot 9 is location 09 03 The Type Status and Duration of trunk use is also displayed Note The Duration field only displays the duration of the trunk if the call is connected after AltiWare Administrator is started The field will be empty if the trunk is in Idle not ready out of service or the call was connected prior to AltiWare Adm...

Page 136: ...are unavailable with the Do Not Disturb status Wait the number of agents who are in wrapup mode Not Ready the number of agents who are in Not Ready state Not Available the number of agents who are currently on the phone or who are unavailable with the Do Not Disturb or other status Error the number of agents with extensions that are left off hook or other user error Logout the number of physical e...

Page 137: ...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 You can select calls and click the Print button to print the selected log entries for the call You can click the Clear button to clear the window of all data IP Trunk Current Traffic Statistics Window The...

Page 138: ...oice packets received Packets Lost the number of voice packets that have been lost due to prolonged delays network congestion or routing failure Average 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 Under 100 milliseconds is good while a higher figu...

Page 139: ...ption in the Services menu allows the system administrator to logout of the system You should always log out after you have completed the administrative or configuration tasks This will prevent unauthorized persons from accessing the AltiWare configuration functions AltiWare telephony functions continue to run in the background on the AltiServ Changing the Password Change the password frequently t...

Page 140: ...AltiGen Switching Service 4 12 AltiWare OE System Installation Administration Manual This option is available when you are logged in at the AltiServ system computer it is not available from a remote AltiAdmin client ...

Page 141: ...onference call and system park options Number Plan how the system responds to each first digit dialed Business Hours used by system functions Holiday how calls are routed on designated holidays System Speed dial numbers Call Restriction prefixes to block toll call prefixes and call control Account Code tables for creating and removing account codes Call Reports CDR logging and data export Messagin...

Page 142: ...e and number operator extension country distinctive ring conference call and system park options To access the General settings select System Configuration on the Management menu or click the System Configuration icon If the System Configuration window is already open click the General tab Figure 1 General window System Configuration You can set the following parameters and options Parameter Descr...

Page 143: ...Ring Enables users to distinguish between internal external and operator calls by the way the phone rings Enable Distinctive Ring establishes a short double ring cadence for internal calls and a normal single ring for external calls Unselected both rings are normal Enable Operator Priority Ringing produces a long single ring between short pauses on calls to the operator Enable Workgroup Priority R...

Page 144: ...first deleting all the 7nnn extensions Conference Bridge Option Selected conference calls will end when all internal lines have disconnected from the conference bridge Not selected the conference connection can continue between outside parties even after all internal parties have disconnected Note For conference resource limits information refer to AltiWare Conference Resource Limits on page 2 16 ...

Page 145: ...ameter Description Extension 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 Note The extension length is not adjustable once the first extension is configured To be more precise the length cannot be changed without totally reconfiguring the system or deleting all the extensions already con...

Page 146: ... Note To accommodate future growth and minimize disturbance it is recommended that the length of the DID numbers assigned to an extension be greater than or equal to this DID Number Length However it is not necessary to use the DID Number Length when routing via tie trunks Dialed Digit Translator This option enables architecture that intercepts and manipulates a dialing digit string before it is s...

Page 147: ...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 This single digit setting supersedes the First Digit Assignment setting After digit manipulation the translated digits go through the ...

Page 148: ...ltiServ is in a different location than the IP extension the emergency call will be routed to local CO where the IP extension is located Figure 4 Extension Call Routing To set up an Extension Dialed Digit Translator entry 1 Select Extension Dialed Digit Translator from the Select Digit Translator drop down list 2 In the Extensions Group field use the Add button to create an extension group that th...

Page 149: ...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 Dial Pattern field and Translate To field In the above example when an IP extension user in LA dials 911 AltiServ will translate the digits into 8408911 8 IP trunk access code 408 Location ID 5 The Manipulation op...

Page 150: ...ny 30 port VoIP boards to None on the General tab of the Trunk Configuration window see Setting General Trunk Attributes on page 7 3 This will prevent users from directly accessing the 30 port boards which use the G 711 codec only for calls to AltiServ servers or other IP gateways that may require the G 723 codec If you still want users to have access to this trunk for outgoing calls you can set i...

Page 151: ... Note Because the business hours are used throughout the system you or the appropriate administrator must make sure the system time has been set correctly The system time can be changed using the Date Time utility in the Windows Control Panel To access the Business Hour settings select System Configuration on the Management menu then click the Business Hours tab Figure 5 Business Hours window Syst...

Page 152: ...s For example if the company does business Monday Friday the check boxes for those days should show check marks 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 P...

Page 153: ...es for business and non business hours Note Incoming DID and tie trunk calls will not follow holiday routes but go to the dialed extensions directly To access Holiday Routing settings select System Configuration on the Management menu then click the Holiday tab Figure 7 Holiday window System Configuration Multiple Holiday profiles can be configured in a system A default System Holiday profile is a...

Page 154: ...ming in on the holiday 3 Optionally select Special hours and set call routing for special hours using the field group in the lower half of the Holiday window This route will override the route for normal holiday hours for the hours you specify Use this option for instance to route calls for the working portion of a holiday that your organization treats as a half day Configuring System Speed Dialin...

Page 155: ...5 15 5 System Configuration Figure 9 System Speed window System Configuration Editing Speed Dial Entries To add or edit an entry double click the Station ID number you want to work with or select the number and click Edit A dialog box appears Figure 10 Speed dial configuration ...

Page 156: ...esents a one 1 second pause Note System speed dial is read only from AltiView and AltiAgent Defining System Call Restrictions Call Restriction allows you to block outgoing calls for up to 20 prefixes This window also provides for blocking all outgoing calls and for enabling hop off to other trunks when that function has been set up The restrictions you set up here are global restrictions Note The ...

Page 157: ...ted 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 e g 900 976 You can enter up to 20 digits maximum for each prefix For example to block calls from all extensions to 976 numbers type 1976 3 Click Apply Setting Local Toll Free Area Codes To add or remove exceptions for local call de...

Page 158: ...l The prefix used for international calls For example this is 011 for international calls made in the USA Setting Emergency Numbers In the event that a person dialing a number in an emergency 911 for example forgets to press the trunk access code to dial out entering the number in the Emergency Number field will have the system automatically find the trunk access code to seize the call You may ent...

Page 159: ...s on tie trunk calls by telling the system to use the same restrictions as the ones set up for an extension Using the Call restriction follows extension drop down list you can select the extension with the restrictions to use for the tie trunk calls Setting 10 Digit Dialing Area Codes The 10 Digit Dialing Area Code field lets you list area codes that do not require dialing a 1 before the area code...

Page 160: ... to 10 000 account codes can be created To access the Account Code window select System Configuration on the Management menu then click the Account Code tab Figure 13 Account Code window System Configuration Adding and Deleting Account Codes To create an account code association click Add Enter an Account Name and Account Code in the dialog box that appears The Account Code may contain 1 10 digits...

Page 161: ...o out of and within the AltiServ system and RTM data which is workgroup related statistical data captured from the real time monitoring function used in the AltiSupervisor client application Both types of data can be set up for call reporting or logging although their storage systems are different Call detail data can be logged to your local drive to a remote server and or exported via a COMM port...

Page 162: ... database or add another Internal Log Service To enable Internal Logger Service CDR to the local drive 1 Select the Internal Log Service checkbox 2 In the Internal Database Configuration field use the up down arrows to select the Active database retaining period in months This determines how long the data will be kept in the database 3 Optional In the Archive purged record s field use the up down ...

Page 163: ... database It should be ready to receive the reports before you enable the export here Note AltiGen does not provide any SQL backup and restore utility We strongly recommend that you use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs and use a restore utility to restore the database If you need to reconstruct the SQL server run the External Logger Setup to create an...

Page 164: ...ng Messages The Messaging function provides for setting basic parameters and options for messaging including message notification retry attempts deletion confirmation options the length of time for message storage message recording length and email activation and usage To access Messaging setup select System Configuration on the Management menu then click the Messaging tab Figure 16 Messaging wind...

Page 165: ...r 6 total attempts Retry Interval in Minutes The number of minutes between retry attempts Five minutes is the minimum and 60 minutes is the maximum interval allowed The default is 5 minutes 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...

Page 166: ...e mail messages on a regular basis and would like them automatically deleted Pause Detect Length Selected this feature causes the deletion of pauses in messages The default pause detect length is 500 ms The pause detect can be disabled by deselecting the check box or the length can be set to a value between 200 2000 ms 2 2 seconds Parameter Description Enable SMTP POP3 E Mail Service Selected this...

Page 167: ...h an invalid e mail account the automatic reply informing of the invalid e mail account used to the sender is sent from the defined extension Note The system always requires an extension to selected as the Postmaster Extension By default the first extension in the system is used If an extension is selected as the Postmaster Extension it cannot be deleted until the Postmaster Extension is re assign...

Page 168: ... sets the length of the Location ID the number you define in the dialing table to identify each remote location The Location ID is used in dialing the user dials the IP trunk access followed by the location ID to identify the remote location followed by the remote extension For example if the IP trunk access is 8 the location ID is 27 and the extension to reach is 837 the user dials 8 27 837 Param...

Page 169: ... locations Use Caution Before Changing the Dialing Length The dialing length can be changed without having to re install or re start AltiWare IP However if this number is changed the location IDs are all altered so that it is advisable to keep the original length if it works well If you increase the location ID length the number 0 is added to the front of the location IDs For example if you change...

Page 170: ...indow System Configuration Setting the Location ID Digit Length Set the length in the Location ID Digit Length drop down list noting the discussion about the length in the previous section Defining Remote Locations To add a location click the Add button to open an entry dialog box Figure 18 IP Dialing Table Entry ...

Page 171: ...used within private networks Intranets Fully qualified DNS name e g newyork altigen com of up to 64 characters This IP address format is recommended over DNS names since with the IP address the application does not need to resolve the name DNS name is also posted in this field Remote Ext Length The length of extension digits at the remote location Valid entries are None 7 with None meaning not spe...

Page 172: ...trunks that are not set up as tie trunks In order to locate an entry in the DNIS table for an incoming call a full match is required If there is no match in the DNIS routing table set up in this window the system tries to match the number based on the DID number entered in the General page of Extension Configuration see Setting up Extensions on page 10 3 If there is still no match the system route...

Page 173: ...hen click Delete Defining the 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 options at the right of the window You can edit any of these attributes For each number you can set routing for three distinct time periods defined in the Business Hours window see Setting Business Hours on p...

Page 174: ...bers a user need only enter the two digit ID instead of entering numerous individual extensions You can create up to 100 distribution lists each composed of up to 64 extensions The extension list member can represent another distribution list Note The system distribution lists discussed here are different from the extension distribution lists which are configured through the phone sets or the Alti...

Page 175: ...the Member list and click the Remove button to move it to the Non Member list You can select multiple names by using Ctrl Click 4 Click Apply to save your changes or click OK to save and close the System Configuration window Setting Logout Reason Codes In a workgroup environment logout reason codes allow agents to specify why they are signing off from the workgroup and the manager can view that in...

Page 176: ...e reason Activity The Activity configuration window is used to set up and select from a set of activity codes that can be played or displayed when the extension user is absent AltiView AltiAgent users can select from pre defined activity codes or customized activity codes A greeting associated with the activity can be recorded and played to the caller The activity is displayed if the caller is an ...

Page 177: ...tal of nine 9 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 assign an activity code click on an activity code and click Edit Figure 22 Edit Activity In the Edit Activity dialog box enter nam...

Page 178: ...an activity from the Call Handling page of AltiView AltiAgent configuration Figure 23 Activity Selection List Call Handling Page of AltiView configuration In AltiConsole the activity of an extension is displayed in the BLF and ALL panels Figure 24 BLF tab AltiConsole The Activity can also be changed from voice mail personal options ...

Page 179: ...tion window allows the system administrator to create an extension feature profile that includes enabling or disabling of the following extension features AltiGen Voice Mail pwd Login to VM 34 Dial by Name 35 Station Privilege Override 93 Intercom Making Calls 29 Individual Call Pickup 30 System Call Pickup 31 Personal Call Park 41 System Call Park 51 Line Park Pickup 81 Hands Free Mode 82 Dial To...

Page 180: ...Silent System Call Park 90 Ready to Receive Workgroup Call 91 Not Ready to Receive Workgroup Call Session Types Specify whether or not to allow the following types of sessions for the extension AltiView AltiAgent AltiSupervisor AltiConsole AltiGen SDK IP Talk Note If the extension is an IP extension 26 27 is still available even if it is disabled in the extension s feature profile To add a Feature...

Page 181: ...a specific extension from the General page of Extension Configuration See Feature Profile on page 10 19 for more information on assigning a feature profile to an extension Figure 27 Feature Profile option Extension Configuration Important When assigning a feature profile for example 2 Sales Group to an extension in Agent Extension Configuration and this assigned feature profile is deleted in the F...

Page 182: ...Feature Profiles 5 42 AltiWare OE System Installation Administration Manual ...

Page 183: ...ltiWare desktop Figure 1 Board window For the board you want to configure double click the board s icon in the Boards window to open the Board Configuration window Important To implement some board configuration changes you must shutdown and restart AltiGen Switching Services by first choosing Shutdown Switching on the Services menu which also closes AltiAdmin and then restarting AltiAdmin ...

Page 184: ...you install it and run it The Board ID must be the range of 0 to 15 and each AltiServ system supports a maximum of 2 boards Once installed and the system powered up the board is displayed in the Board View window on the AltiAdmin desktop and you can use the barge in and silent monitoring features without further board configuration Without the Resource Board installed supervisors will hear an erro...

Page 185: ...nel Mapping List Logical Channel Physical Span and Physical Channel for the entire board To reset the channel select the channel to reset and click the Reset Channel button then click OK Note Depending on whether the channel is a line or a trunk line double clicking a channel in this window invokes either a Line Properties window see Quantum Line Properties on page 10 16 or a Trunk Line Properties...

Page 186: ...g Use the Board Configuration window to view the following attributes Reset Board Resets the board after you confirm by accepting a warning that resetting a board will disconnect all calls in progress on that board Important Be sure to inform all users before resetting a board Parameter Description Board Info Board Logical ID assigned by AltiServ Board Name the type of board installed in the syste...

Page 187: ...pan and Physical Channel To reinitialize channels select the channel to reset and click the Reset Channel button then click OK Note This is informational only and cannot be edited Note Double clicking a channel in this window invokes a channel configuration window Refer to the Line Properties button in Extension Configuration See Setting the Line Properties on page 10 16 Span Info Not available fo...

Page 188: ... assigned by AltiServ Board Name the type of board installed in the system and board ID Note This is informational only and cannot be edited Channel Mapping List Group Shows the board Logical Channel Physical Span and Physical Channel To reinitialize channels select the channel to reset and click the Reset Channel button then click OK Note This is informational only and cannot be edited Note Doubl...

Page 189: ...m and Triton boards are connected via MVIP connectors The Triton VoIP board can be configured as a 12 port G 711 G 723 1 G 729AB or 30 port G 711 board Important Triton 30 port VoIP boards are recommended for use with local IP extensions only or for tie trunk configurations to other 30 port VoIP boards Additionally to prevent users from directly accessing the 30 port boards which use the G 711 cod...

Page 190: ...n VoIP board The device driver provides access to resources on the Triton VoIP board to applications Port Specifications See Chapter 2 System Limitations for limitations on configuring Triton VoIP boards and ports Network Configuration Guidelines for VoIP Real time applications such as voice communications require a networking environment that meets certain requirements to deliver and maintain goo...

Page 191: ...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 Refer to VoIP Trunk Configuration for more information on how to configu...

Page 192: ...minimize the delay of latency sensitive voice packets This is ESPECIALLY important with long access lists and or slow routers Network Using NAT If you plan to connect to your AltiServ system via the Internet and your router or Internet access provider is using Network Address Translation NAT please note that most NAT implementations DO NOT support H 323 You are probably using NAT if both of the fo...

Page 193: ...are with Both Private and Public IP Addresses on page 6 21 If DHCP is used in this configuration the administrator will need to perform the following for the Alti IP 600 1 Configure the DHCP server to assign a private network IP address for each phone based on the phone s MAC address printed on the label on the bottom of the IP Phone 2 Private IP address needs to be added to AltiServ and TFTP serv...

Page 194: ... that you use the NAT configurations as described in Private Network Configuration AltiWare with private IP address and behind NAT on page 6 18 When a public IP address is used in the corporate network and there is insufficient public IP address space for the IP phones it is recommended that you use the NAT configurations as described in Private and Public Network Configuration AltiWare with Both ...

Page 195: ...ublic IP address or the NAT s public IP address if AltiWare only has the private IP address If the private IP address was used for AltiWare or the local IP phone the Enable Private Access should be checked to allow the IP phones which are configured with private IP addresses to access the gatekeeper and AltiWare For Private Access the Redirect Address is AltiWare s private IP address and the Subne...

Page 196: ...nformation in the TCP IP payload the NAT Network Address Translation router requires some H 323 protocol implementation to correctly handle the H 323 traffic and translate the private IP address into a public IP address But unfortunately not all the NAT routers have this kind of H 323 implementation In case the NAT router does not support H 323 if AltiWare is behind the NAT refer to page 6 29 for ...

Page 197: ...required between the DSL Cable Modem and IP phone and PCs if the DSL Cable Modem does not support H 323 over NAT If this router provides multiple 10 100 BaseT ports for devices behind NAT the IP phone and PCs plug into these ports Otherwise a hub or switch is necessary to connect this router IP phone and PCs In the case where the DSL Cable Modem supports H 323 over NAT the router and the DSL Cable...

Page 198: ...101 2 The local IP phones IP Phone 1 and IP Phone 2 use public IP addresses 169 254 101 100 and 169 254 101 101 respectively There are two remote IP phones IP Phone 3 with private IP address 192 168 2 100 connects to the Internet via the Router 2 which must also support H 323 NAT Router 2 can also sit behind a DSL Cable Modem Another remote IP phone IP Phone 4 with public IP address 202 101 54 61 ...

Page 199: ...er s AltiWare s IP address which is 169 254 101 2 Router 1 Router 1 is a normal router and the firewall is optional It is recommended that the user install a firewall for security reasons However you should configure the firewall to allow the H 323 traffic to reach AltiWare For firewall considerations refer to page 6 27 For the Remote IP phone by using NAT IP Phone 3 When configuring remote IP Pho...

Page 200: ... are the same which is 169 254 101 2 For an H 323 IP Call from Another AltiWare on Internet Another AltiWare can make a H 323 IP call to this AltiWare by calling the IP address 169 254 101 2 Private Network Configuration AltiWare with private IP address and behind NAT Figure 9 AltiWare behind NAT Figure 3 shows a private network 192 168 1 0 where the AltiWare and AltiGatekeeper are installed and r...

Page 201: ... the AltiGatekeeper configure as follows For Public Address Redirect Address 469 254 56 169 Enable Private Address Enabled For Private Address Redirect Address 192 168 1 2 Subnet Address 192 168 1 0 Subnet Mask 255 255 255 0A The public IP address of Router 2 should be configured as the IP address of this IP extension in AltiWare If it is changed dynamically then assign dynamic IP address configur...

Page 202: ...e remote IP phone connected You need to set up the H323FWIP for this NAT to the private IP address of IP Phone 3 which is 192 168 2 100 For information on how to set up the H 323 traffic forwarding for H 323 NAT please refer to page 6 28 For the Remote IP Phone Directly on Internet IP Phone 4 When configuring remote IP Phone 4 you should set up the GKIP or GWIP based on the gatekeeper gateway mode...

Page 203: ...private to AltiWare NAT is not required in the local network Figure 4 shows this network layout where the AltiWare and AltiGatekeeper are installed and running on a multi homed host with private IP address 192 168 1 2 and public IP address 169 254 101 2 IP Phone 1 uses the private IP address 192 168 1 100 and IP Phone 2 uses the public IP address 169 254 101 100 There are two remote IP phones IP P...

Page 204: ...hat extension Important If there are two network cards on this multi homed host when configuring the network cards you should only set the default gateway for the public interface network card PLEASE LEAVE THE DEFAULT GATEWAY FOR PRIVATE INTERFACE NETWORK CARD EMPTY IP Phone 1 When configuring the local IP phone with private IP address IP Phone 1 you should set up the GKIP or GWIP based on the gat...

Page 205: ... 2 Router 2 is a router supporting NAT with the remote IP phone connected You need to set up the H323FWIP for this NAT to the private IP address of IP Phone 3 192 168 2 100 For information on how to set up the H 323 traffic forwarding for NAT please refer to page 6 28 For the Remote IP Phone Directly on Internet IP Phone 4 When configuring remote IP Phone 4 you should set up the GKIP or GWIP based...

Page 206: ...e networks the corporate LAN and branch office LAN The VPN tunnel connects the two private networks such that the two networks access each other with a private IP address In the corporate network AltiWare and AltiGatekeeper are installed and running on a host with private IP address 192 168 1 2 This gatekeeper redirects requests from local IP phones and from remote IP phones through VPN Both Route...

Page 207: ...or Private Address Redirect Address 192 168 1 2 Subnet Address 192 168 1 0 Subnet Mask 255 255 255 0A IP Phone 1 and IP Phone 2 When configuring the local IP Phone 1 and IP Phone 2 you should set up the GKIP or GWIP based on the gatekeeper gateway mode In this case AltiGatekeeper s AltiWare s IP address are the same which is 192 168 1 2 For the Branch office LAN IP Phone 3 IP Phone 4 and IP Phone ...

Page 208: ... not certified this product or any other router at this time Local Secure Group specifies the local network which can access the VPN tunnel at the cor porate network Subnet IP 192 168 1 0 Corporate Network Subnet Mask 255 255 255 0A Remote Secure Group specifies the remote network which can access the VPN tunnel at the branch office network Subnet IP 192 168 2 0 Branch Office Net work Subnet Mask ...

Page 209: ...Console AltiLink 10025 AltiControl AltiLink 10025 AltiReach AltiLink 10015 AltiView AltiAgent AltiLink VM Service 10025 10028 AltiSupervisor AltiLink Internal External CDR Logger 10025 10027 CDRSearch AltiLink Internal External CDR Logger 10025 10027 10029 TAPI Client TAPI Gateway 10026 AltiGen IP Phone AltiGen IP Phone Service 10032 VoIP H 323 H 225 Gatekeeper VoIP H 323 H 225 1720 1718 1719 VoIP...

Page 210: ...to forward the following ports to the H 323 endpoint s private IP address If this H 323 endpoint is an AltiGen IP Phone or IP Talk the NAT router must be configured to forward the following ports to the H 323 endpoint s private IP address Polycom Between 2222 2242 and 1718 1719 a It is recommended that this be run only in an intranet b N 49152 62 number of boards 1 TCP UDP Description 1718 for gat...

Page 211: ...ter you set up the H 323 traffic forwarding according to Setting up H 323 Traffic Forwarding for NAT on page 6 28 to make calls from both inside and outside NAT If both incoming and outgoing connections work fine that means that NAT supports H 323 If one of them fails disable the Fast Start Enable option in the AltiWare VoIP board configuration dialog box Then repeat the testing to verify the call...

Page 212: ...ped Public Address field If you have the local IP phone which is in the same private network with AltiWare enable the Use Private Address in Private Network check box then enter the Subnet Address and Subnet Mask of the private network AltiGen IP Phone NAT Support Feature When the AltiGen IP phone firmware version 1116 or above is running in normal mode and registered to the server AltiWare versio...

Page 213: ...ure 13 AltiServ to AltiServ Connection Follow the steps below to configure IP trunks for an AltiWare to AltiWare tie trunk line connection 1 Confirm that the correct number of Triton VoIP boards are installed and connected by checking the Boards window on the Main Window of AltiWare Administrator Refer to Boards View Window on page 4 5 for more details about this window 2 Assign the IP trunk acces...

Page 214: ... and receive IP trunk calls through public or private IP networks Note Extension users should refer to the AltiView and AltiServ User Guide for instructions on how to dial a remote AltiServ Also be sure to distribute the Remote Locations Dialing Chart with your organization s unique dialing plan This chart is available in the AltiView and AltiServ User Guide Board Installation Double click the boa...

Page 215: ...istics window and the AltiWare IP Cumulative Traffic Statistics window in AltiWare Administrator or AltiAdmin to view network traffic 3 Check the RTP and RTCP Settings Make sure UDP port numbers 49152 49199 are not assigned to other applications RTP RTCP is the acronym for Real Time Transport Control Protocol a transport protocol for real time applications used to transport packetized voice packet...

Page 216: ...on Guide for more details on proper installation of the Triton VoIP board Configuring the Triton T1 E1 PRI Board Through AltiAdmin the Triton T1 E1 PRI board can be configured for either digital T1 E1or PRI Primary Rate Interface Both T1 and PRI carry 24 pulse code modulation PCM signals using time division multiplexing TDM at an overall rate of 1 544 Mbps Voice T1 provides twenty four 64K channel...

Page 217: ...mmended and supported parameters for T1 service T1 Service Request Information When ordering T1 service provide the following service request information Equipment Information Product Manufacturer AltiGen Communications Inc Product Name AltiServ PBX Phone System CSU DSU ADTRAN T1 ACE recommended or other CSU DSU Technical Information for T1 with Voice Signaling Protocol E M Wink Start recommended ...

Page 218: ...power recommended Service Order Code SOC 6 0P AS 2 T1 Channel Assignment Trunk Type In Out or 2 Way recommended Channels Assigned 24 Enter partial channels if you wish to subscribe to both voice and data service Hunting Most Idle Least Idle Ascend Descend DNIS Digits Signal 3 DTMF can be 3 to 10 digits Caller ID Signal DTMF if available Not every service provider provides Caller ID over T1 lines C...

Page 219: ...rovide the following service request information Equipment Information Product Manufacturer AltiGen Communications Inc Product Name AltiServ PBX Phone System CSU DSU ADTRAN T1 ACE recommended or other CSU DSU Technical Information for PRI with Voice Switch Type 5ESS recommended DMS recommended NI 2 recommended 4ESS MEGACOMM Framing Super Frame SF D4 Extended Super Frame ESF recommended Line Coding...

Page 220: ...from the phone company to the PBX A CSU can terminate signals repeat signals and respond to loopback commands sent from the central office Service Parameters 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 E1 Service Request Information When ordering E1 service p...

Page 221: ...nnels Assignment 17th channel channel ID 16 Hunting Most Idle Least Idle Ascend Descend DNIS Digits can be 3 to 10 digits CSU DSU Requirements The CSU channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX A CSU can terminate signals repeat signals and respond to loopback commands sent from the central office Board Configuration Double cli...

Page 222: ...re 15 Board Configuration window Triton T1 PRI Board The Board Configuration window for the Triton T1 PRI board displays the same options as the Quantum board which are discussed in Configuring the Quantum Board on page 6 2 but there are additional options available The Board ID must be in the range 0 5 ...

Page 223: ... invokes a configuration dialog box Figure 16 Triton T1 Configuration dialog box Figure 17 Triton E1 Configuration dialog box This dialog box displays the board serial number and allows you to reconfigure the Clock Frequency Digit Duration and the Firmware File Name The Operating mode is automatically displayed as T1 PRI or E1 PRI ...

Page 224: ...k the Reset Span button Double clicking a span in this window will invoke a configuration window as discussed in the following section See T1 Clocking on page 6 47 and the Status Messages table beginning in the next section Triton T1 Configuration Triton T1 PRI E1 Dialog Box Double clicking the span line for a Triton T1 board in the Span Info window invokes a T1 PRI Configuration dialog box Figure...

Page 225: ...ted 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 Table 1 Span Status Error Messages Error Message Meaning Action HW failure No Answer Major hardware prob lem Board is not responding to com mands Set board as MVIP master Reset Board HW failure No Clocks No clock signal is detected on T1 interface drop R...

Page 226: ... Layer 1 failure physi cal layer RAI Remote Alarm Indica tor Cable is broken If there are no frame slips con tact CO If frame slips exist set this board as the master L1 failure No Sync Frames Layer 1 failure physi cal layer no valid fram ing is detected Possible span mis con figuration i e ESF is selected but the actual framing is SF or vice versa Check span con figuration L1 failure Red Alarm La...

Page 227: ...r 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 Note For ideal...

Page 228: ...ther AMI or HDB3 HDB3 High Density Bipolar Order is based on AMI but extends this by inserting violation codes whenever there is a run of four or more zeros You can set the Zero Code Suppression to None default setting Jam Bit 8 GTE or Bell Zero Code Suppression inserts a one bit to prevent the transmission of eight or more consecutive zero bits Jam Bit 8 forces every bit 8 to a one GTE Zero Code ...

Page 229: ...em are connected back to back with a T1 span the System Clock Master check box must be checked for the T1 board that has not been designated by the MVIP setting as the system s master clock to drive the MVIP bus If four T1 boards are in the same AltiServ system where each pair is connected back to back with a T1 span The System Clock Master check box must be checked for one of the T1 boards from t...

Page 230: ...dow The Triton T1 PRI E1 Board can be configured to either T1 ISDN PRI or E1 through the configuration options within the window Note In a tie trunk configuration set the trunks to Out of Service before changing the trunk type from T1 to PRI or vice versa Otherwise the system will generate garbage call records to your internal or external logger service See Setting General Trunk Attributes on page...

Page 231: ...tion AltiWare OE System Installation Administration Manual 6 49 6 Board Configuration Figure 21 PRI Protocol Configuration window Figure 22 E1 Protocol Configuration window The CH Type list displays the channel types ...

Page 232: ...N 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 AltiServ systems are connected back to back In such a configuration one AltiServ system must be configured as Network and the other as User For example set one to US NI 2 PRI Networ...

Page 233: ...ll channels on the span to T1channel associated signaling Regular ISDN PRI select this option to indicate 23B D ISDN PRI span and to designate the last channel as the D channel Custom ISDN PRI this option is not available Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not available when T1 CAS is selected ...

Page 234: ...I ISDN Numbering Plan dialog box The PRI ISDN Numbering Plan dialog box displays the six classes of numbers call type that can be sent to a CO 101CCCC Numbers CIC Carrier Identification Codes dialing 011 International Numbers for placing calls outside the U S 1 10 digit Numbers for local and long distance calls that require dialing 1 before the number 10 digit Numbers for local and long distance c...

Page 235: ...ontrols B channel initialization and maintenance message exchange between AltiServ and the CO when the system starts up Select the maintenance message that will delivered on the B Channel None no maintenance message sent puts channel in ready state automatically Restart only sends RESTART message puts channel in ready state when RESTART ACK acknowledgement response is received from CO Service only...

Page 236: ...ith the CO switch for a given message PRI messages involve point to point configuration in which each side already knows the source of any message received ISDN messages involve point to multi point locations in which the source can only be identified by the TEI Select one of the following TEI settings Default setting this is the recommended setting Manually set to should always be set to 0 Typica...

Page 237: ...or terminates your service improperly 2 T1 is installed but not turned on because there is no termination device for a period of time 3 T1 is turned on but channel is not in service AltiAdmin provides basic troubleshooting information in the T1 Span Configuration window described in Triton T1 Configuration Triton T1 PRI E1 Dialog Box on page 6 42 Several diagnostic tools are available that can hel...

Page 238: ...Configuring the Triton T1 E1 PRI Board 6 56 AltiWare OE System Installation Administration Manual ...

Page 239: ...tem every 15 seconds Once the situation is corrected the trunk will be brought back to service automatically If none of the trunks are available when an outside call is placed the caller will hear the system prompt All outside lines are busy please try again later There are three ways to access the Trunk Configuration window Select the Management menu then select Trunk Configuration or Click the T...

Page 240: ...e 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 slot channel for example channel 15 on the board in slot 1 is location 01 15 When you select a trunk in this list the options and parameters for the trunk appear in the settings in th...

Page 241: ...Code enter the trunk Area Code and Phone Number in the appropriate fields Access Code Access code to the selected trunk If you need to use access codes other than 9 you must first set this up on the Number Plan window of System Configuration Setting a System Number Plan on page 5 4 This option is not available for a DID trunk Note It is recommended that you set this value to None for trunks on 30 ...

Page 242: ...8 The Overhead paging feature requires paging equipment to provide loop start CO trunk characteristics This option is not supported on ground start trunks The Paging option and the Overhead Paging option in Audio Peripheral Configuration on page 16 1 are different and independent of one another The Overhead Paging option is to set up the audio out port of the Quantum board for use with the 44 over...

Page 243: ...En bloc allows the terminal to include all of the digits required to complete a call Use En bloc Dialing for digital PRI ISDN trunks Note For IP trunks use the IP Dialing Table to set the dialing scheme Attribute In Service makes the trunk available for use Out of Service prevents the trunk from being used for example while performing maintenance Holiday Profile A holiday profile can be assigned t...

Page 244: ...subsequent sections Quantum Trunk Properties To configure a Quantum channel select a Quantum channel from the trunk channels list in the Trunk Configuration window then click the Trunk Properties button or double click the list entry to view the Quantum Trunk Line Properties dialog box Figure 3 Quantum Trunk Line Properties window Note that you can use Apply to on this dialog box to apply changes ...

Page 245: ...pending on the country External Incoming Ring Type Select single or double 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 window for the trunk Detect Trunk Status By Loop Current When selected causes detection of the Quantum trunk status using a loop current Enab...

Page 246: ...ction is used when the CO or the connected PBX provides polarity reversal on the tip and ring Disconnect Supervision Select from Tone busy tone reorder tone fast busy tone error tone etc or dial tone continuous tone etc This should be used in conjunction with drop in loop current For COs who cannot guarantee loop break this may be the only option Polarity Reversal a reversed battery signal You can...

Page 247: ...window Note that you can use Apply to on this dialog box to apply changes to other trunks of the same type Parameter Description Interface Type Select the type of trunk that will interface with this trunk channel Loop Start Trunk Ground Start Trunk Incoming Ring Select the appropriate ring cadence single or double for incoming calls on this trunk ...

Page 248: ...ho with this impedance setting Results are displayed in the Diagnosis section of the dialog box AltiWare makes this selection automatically upon system startup unless you disable the feature If later you connect a new analog line to an empty port or replace an existing line from AltiAdmin ACM Admin you need to click this button to best match the impedance Match Result button Shows the result obtai...

Page 249: ...g the volume too high will cause distortion in voice quality and or missed DTMF digits Trunk to Trunk Gain The gain in the Triton analog trunk to Triton analog trunk connection in dB Last Diagnosis Time The last time the Diagnosis button was clicked Diagnose button Use this button view the Noise Level Echo Return Loss and Hybrid Echo Return Loss measured using the current Impedance setting Accepta...

Page 250: ...replacing an existing line from AltiAdmin ACM Admin you will need to use the Match Impedance button to select the best impedance profile To do this follow these steps 1 Click the Impedance Match button While the impedance match is in process you ll see a progress box When the process is complete the Match Impedance dialog box is Rx Level at 600 Ohms The Rx Level measurement at 600 Ohms obtained by...

Page 251: ...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 desired measurement is less than 67dBm acceptable range is 67dBm to 90dBm 2 Make calls from the trunks to tes...

Page 252: ...lt dialog box Measuring the Rx Level of a Trunk Channel In order to perform this test you need to obtain the local CO s Milli Watt Test Number from your CO When dialing this number a 0dB tone is sent For example if your number is 510 252 9712 the Milli Watt Test Number from the local CO is 510 252 0020 the prefix 510 252 is the same 1 Write down the Rx Gain then set it to 0dB and click OK 2 Write ...

Page 253: ...dance and Rx Gain settings and click OK If You Need to Improve the Rx Level If the Rx Level measurement is between 6 to 9 dB and IP phones are used take the following steps to increase the gain for the Triton analog trunk to IP phone connection 1 Go to VoIP Board configuration and click the Advance button 2 Increase the Transmitting gain to IP Extension to 9 for the Triton Analog Trunk Do NOT chan...

Page 254: ... can follow the steps below to measure the line loss when calling two local trunks 1 Copy AltiServ Phrases Lang1 phrase9900 to AltiServ Phrases LangCustom folder Rename it an unused phrase name for example phrase0990 the number must be less than 1000 2 Select an unused AA and set the AA to play the prompt number you named in step 1 990 in this example Figure 7 Setting the AA to play a prompt numbe...

Page 255: ...on 3 Set the Timeout to Repeat Current Level Figure 8 Setting Timeout to Repeat Current Level 4 Set trunk In Call Routing of the tested trunks to this AA Figure 9 Setting trunk In Call Routing to an AA 5 Call from one trunk to another one You should hear a 1K Hz tone playing at the originating side ...

Page 256: ...e the gain in the trunk property of the Triton Analog Trunk Board since it may impact the echo canceller performance If the reading is 6 dB to 14 dB for example 12dB no change is needed If the reading is 15 dB to 18dB take the following steps to increase the gain for the Triton Analog Trunk to IP phone connection a Go to VoIP Board configuration and click the Advance button b Set the Transmitting ...

Page 257: ...unk Configuration To configure a Triton VoIP channel select a Triton VoIP channel from the trunk channels list in the Trunk Configuration window then click the Trunk Properties button or double click the list entry to view the Triton VoIP Trunk Line Configuration dialog box Figure 10 VoIP Trunk Configuration window ...

Page 258: ...tiWare to make H 323 IP calls through NAT even when the NAT router does not support H 323 When this option is selected the following check boxes are enabled in the NAT Support field Public Address in NAT Server enter the public IP address of NAT router Use Private Address in Private Network by default this check box is enabled In the Private Network field enter the Subnet Address and the Subnet Ma...

Page 259: ... If a third party H 323 device is used which supports both G 732 1 and G 729 this device s preferred codec setting must be configured to use the same as AltiServ s G 711 G 723 G 729 Silence Suppression Suppresses silence packets during VoIP sessions When silence is detected during a call AltiWare stops sending packets to the other side When silence is detected during voice mail the silence period ...

Page 260: ...helps to smooth out the delay variation in the arriving voice packets and maintain voice quality at the receiving end The default values for the jitter buffer for G 711 is 10 min to 480 max milliseconds The default values for the jitter buffer for G 723 is 30 min to 480 max milliseconds The default values for the jitter buffer for G 729 is 10 min to 480 max milliseconds Note If WAN is used the jit...

Page 261: ... T1 PRI channel from the trunk channels list in the Trunk Configuration window then click the Trunk Properties button or double click the list entry to view the Triton T1 E1 Trunk Line Configuration dialog box Figure 11 Triton T1 E1 Configuration dialog box The following are the parameters for the Triton T1 E1 Configuration dialog box Parameter Description T1 E1 robbed bit signaling ...

Page 262: ...ymbols 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 Do not change this value unless advised None means no Caller ID or DID information will be c...

Page 263: ...ubsequent entries in the sequence The default sequence is or and then Caller ID and then or and then DID DNIS Or Sets up an additional alternative sequence You can select another set of up to five incoming symbols to collect Not checking any box is equivalent to checking None in the first field The default sequence is DID DNIS Use This Trunk as Mobile Trunk When enabled this trunk will be used as ...

Page 264: ...its will be collected The system waits 3 seconds for the first digit to arrive If the symbol is a it continues with the first sequence Otherwise it looks for a match to the first and only symbol in the second sequence the DID DNIS number For the example let s say the system receives the It then waits 1 second between each digit for the next digit until all digits are received The symbol is a delim...

Page 265: ...uting window The trunk location appears in the title bar Figure 13 In Call Routing window Trunk Configuration Regular Trunk Calls For each trunk or using Apply to to apply the settings to multiple trunks you can set routing for the three time periods defined in the System Configuration Business Hours window Setting Business Hours on page 5 11 During Business Hours Outside Business Hours Non Workda...

Page 266: ... Configuration Business Hours window Setting Business Hours on page 5 11 During Business Hours Outside Business Hours Non Workdays Within each of these three time slots you have the following routing options for incoming calls Route to an extension selected in the drop down list Route to an Auto Attendant number selected in the drop down list Route to the operator Outgoing Call Blocking To set out...

Page 267: ...ls 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 You can use Apply to to apply the settings to multiple trunks ...

Page 268: ...Outgoing Call Blocking 7 30 AltiWare OE System Installation Administration Manual ...

Page 269: ... for particular dialing patterns That is you can assign or restrict routing to specified dialing patterns About Restricting Outgoing Calls Before using Out Call Routing to restrict outgoing calls note that there are three AltiWare functions dealing with restricting outgoing calls The Dialing Pattern function discussed in this section in Setting Dialing Pattern Routing on page 8 6 is used to set up...

Page 270: ... Routing Configuration To access Out Call Routing Configuration select Out Call Routing Configuration on the Management Menu Working with Route Definitions The Route Definition tab is the default view on the Out Call Routing Configuration window Figure 1 Route Definition window Out Call Routing Configuration ...

Page 271: ...ows Editing a Route Definition To define a route definition 1 Select and highlight the route in the definition list 2 Make changes to the definition attributes You can change the following attributes Route Name You can change the name but not the index number Digit Manipulation For each route you can insert extra digits or remove prefix digits from the number dialed by the user The number sent to ...

Page 272: ... click the left arrow to move the trunks to the Member Trunks list Similarly you can move trunks to the Non Member list to remove them from the definition Use the Up and Down buttons to set the order in which the trunks are accessed Highlight the member trunk you wish to move then click Up or Down to place the trunk in the desired position 3 Click Apply Deleting a Definition To delete a route defi...

Page 273: ...te definitions The order you set from 1 to 6 is the order used by the system when placing the call About Call Routing and 911 Calls Important If you use Call Routing for 911 make sure that the default 911 route is configured to the route that can accept 911 calling capability Failing to do so may cause 911 direct dialing failure You can leave the 911 default in which case you need to let all exten...

Page 274: ...hich the Call Restriction setup of System Configuration takes precedence The Dialing Pattern window provides for setting up blocks with specific exceptions For example you could use this window to block calls that begin with 767 but to accept and route calls to 767 2676 by disallowing a 767 entry while setting up and providing routing for a separate 767 2676 entry Click the Dialing Pattern tab on ...

Page 275: ... Dialing Pattern To edit or define a pattern select and highlight the route in the prefix list make changes to the attributes then click Apply You can change the following attributes Prefix and Pattern length If desired you can change the prefix number and pattern length for a prefix Disallow this dialing pattern check box Select this to block calls that match the dialing pattern Route Priority bo...

Page 276: ...such as 1408 and Pattern length set to 11 where area code is different from the AltiServ system but requires 10 digit dialing 3 Assign the Route Priority for this dialing pattern to the Index of the route definition you created above 4 Repeat steps 2 and 3 above for other area codes requiring 10 digit dialing as necessary Reducing Dialing Delay For En Bloc Trunks For Non US Canada Countries When u...

Page 277: ...iguration 3 In the Dialing Pattern page of Out Call Routing Configuration 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 ...

Page 278: ...stem Installation Administration Manual The Dialing Pattern page should look as follows With this configuration the system will see that all digits have been collected and will send digits to the CO instead of waiting 7 seconds for the dialing to finish ...

Page 279: ...e operator Calls that do not require an operator s assistance can be handled effectively and appropriately The Auto Attendant can handle more complex call processing tasks such as handling web based calls in addition to PSTN calls It can also accept text or digits input by the user For example if the Auto Attendant prompts the caller to enter an account number the call and associated data can be q...

Page 280: ...nd how many menu levels you will use Based on the action choices in each menu write down the appropriate prompts or phrases that are to be played at each menu level 2 Record phrases for each menu level or use the pre recorded phrases that are available to you See Phrase Management on page 9 11 for more details on how to record custom phrases use pre recorded phrases and use professionally recorded...

Page 281: ...rsion 6 Support Call Extension Huntgroup 380 5 6 7 8 9 0 Operator To Operator Auto Attendant ID 120 Phrase 30 Sales Digit Meaning Action 1 Hardware Call Extension Huntgroup 310 2 Application s Call Extension Huntgroup 320 3 Check Order Status GoTo Item 127 Collect Order 4 Other Ques tions etc Call Extension Huntgroup 311 5 6 7 8 9 0 Planning is essential in organizing an Auto Attendant menu struct...

Page 282: ...n edit these as described in Editing Auto Attendants on page 9 5 You don t need to add a new Auto Attendant if you re going to use 16 or fewer To add an Auto Attendant beyond the first 16 Select Auto Attendant Select from the Management menu or select Auto Attendant Select from the Quick Access Toolbar Figure 1 Auto Attendant Select window Add opens the Add Auto Attendant dialog box ...

Page 283: ...ndant Select dialog box Export exports all Auto Attendant settings to an html file Clear clears all edits to the selected Auto Attendant restoring system defaults Help open the Help File for Auto Attendant Editing Auto Attendants To edit an Auto Attendant select Auto Attendant Select from the Management menu or select Auto Attendant Select from the Quick Access Toolbar When the Auto Attendant Sele...

Page 284: ...Ware OE System Installation Administration Manual Figure 2 Auto Attendant window Tip You can use 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 ...

Page 285: ...ree in the display at the left To use a longer example 09375 would mean that at the root level 0 menu item 9 is expanded and on the expanded menu item 3 is selected In turn item 3 is expanded and on that expanded menu item 7 is selected Item 7 is selected and on that expansion item 5 is selected Item Name the name you wish to assign to the menu item Digit Position Meaning Example First Root level ...

Page 286: ...menu item This drop down list contains the available actions which are as follows Table 10 Auto Attendant Actions Action Description No Action An invalid message plays and the menu is repeated Level Expand Tree Plays the prompt for the next menu level down Level Repeat Cur rent Level Repeats the current prompt Level Go to Top Level Repeats the first prompt at the root level and returns the options...

Page 287: ...p down list appears from which you select the extension to which to route the voice message VM Mailbox Access Routes the call to the AltiGen Voice Mail System voice mailbox after successful login This is nor mally assigned to the digit Adv System Call Back Calls the user at a remote location only after the caller logs in with extension and password The caller should enter a 1 and the area code if ...

Page 288: ...ase insensitive If several auto attendant items are set in this way the first one will be displayed DISP supports only inbound trunk calls Min Length the minimum length of digits to be collected Max Length the maximum length of digits to be collected PSTN Call Inter Digit Timeout the length of time the system will wait between collecting of digits before timing out Web Call Response Timeout the le...

Page 289: ... Attendant assignments see Incoming Call Routing on page 7 27 For extension or group assignments see Setting Answering Options on page 10 42 Phrase Management You might want to record unique phrases to customize an Auto Attendant or a group When the system is configured to answer incoming calls by the Auto Attendant callers hear a customized greeting For example Thank you for calling ABC Company E...

Page 290: ...line 0291 default Please hold someone will be with you shortly For your convenience you may leave a message if you wish by pressing the key on your telephone and we will get right back to you 0292 Please hold someone will be with you shortly 0293 We appreciate your call and will be with you as quickly as possible 0294 Thank you for your patience We should be with you soon 0295 Thank you for your p...

Page 291: ...orded Phrases Recording studios such as Worldly Voices see AltiGen s Support Page at http support altigen com for more information provide professionally recorded prompts as electronic files that can be installed and used on AltiServ AltiGen provides a utility to convert these files into the proper AltiServ format Some recording studios provide the conversion service for an additional fee The conv...

Page 292: ...allows you to convert an audio file recorded at either 8KHz or 11 025KHz in the WAVE format to an AltiWare playable audio file 5 The prompt should be saved in the following file name format 0001 wav for phrase 0001 0002 wav for phrase 0002 etc 6 Once you receive the prompts in the AltiWare format place them in the altiserv phrases LangCustom directory on the AltiServ Your prompts are now ready to ...

Page 293: ...l 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 With the ACC Site License a virtual extension can be further categorized as an agent which will identify the extension to the System Administrator as an eligible extension that can...

Page 294: ...window General setup creating the extension numbers and assigning people to the extensions creating group pilot numbers and setting other basic parameters Group adding and removing group members Station Speed extension speed dial numbers Mailbox Settings capacity and features options for extension mailboxes Notification preferences and options for voice mail notifications Restrictions extension ou...

Page 295: ...group or to select many extensions or groups to which to apply the changes Clicking the Apply To button pops up a list of all extensions to which the change can apply All extensions 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 Note that you cannot use the mouse to drag over and select multiple items you must use the Shift and...

Page 296: ...tion Manual The General window is the default tab displayed when you open the Extension Configuration window If you re viewing another Extension Configuration window you can click the General tab to open the General window Figure 1 General window Extension Configuration ...

Page 297: ...utton in the General window The Add New Extension dialog box opens Figure 2 Add New Extension dialog box Figure 3 Add New Extension dialog box with ACC License 2 Type in an Extension Number The number must begin with a number assigned to be used for exten sion and it must be the length assigned to extensions both of which are set in the Number Plan in System Configuration as described in ...

Page 298: ... setting a virtual or group number you re done Click OK If you re setting up a physical extension select an available physical location slot and channel for the line then click OK The slots logical board ID and the channels the ports are dis played and available if they have not yet been assigned to an exten sion Establishing Basic Extension Attributes After you create an extension you can set oth...

Page 299: ...the Caller ID on PRI lines With fewer digits the system sends the trunk s configured phone number as the Caller ID If the trunk number is not configured the system main number is sent Also if more than 12 digits are assigned for the DID number when the extension makes an outbound call through PRI trunks all the dig its will be sent to the target number If the target number is not able to display a...

Page 300: ...t as the Transmitted CID E 911 CID a number entered in this field will be transmitted as the caller ID for 911 calls made by this extension Note If a number is not entered in the E 911 CID field the Transmitted CID is transmitted as the caller ID for 911 calls made by this extension Enable Dial By Name Service select this box to allow callers to search the extension list by employee name for this ...

Page 301: ... agent log in Up to 30 agents total in a system is recommended Forced Account Code These settings determine how callers use any account codes you have established when making outgoing trunk calls For information on creating account code associations see Creating Account Codes on page 5 20 Enable Forced Account Code selected forces the user to enter an account code Override Allowed selected prompts...

Page 302: ...sion number that is the letters ext followed by the extension number For example the default email name for extension 2497 would be ext2497 Retrieve Voice Mail by Email Client selected this sends voice mail to the user extension as an email attachment Deselected voice mail is retrieved as voice mail Enable Mail Forwarding selected the user s email will be forwarded to the email address you specify...

Page 303: ...line as discussed in the subsequent paragraphs Changing the Location When you create a physical extension you assign it a location or you accept an automatically assigned location If you have available extensions you can change the location in the General window To change the location select the extension number in the list of extensions then click the Previous or Next buttons to change the slot a...

Page 304: ... extension users should not activate their IP Phone by logging into voicemail instead 27 should be used to log in Setting VoIP Codecs The default codec for static IP extensions is G 711 with 64 kbps for voice packets This is appropriate for lease lines or high speed connections The default codec for dynamic IP extensions is G 723 with 6 3 kbps This is appropriate for internet connections For voice...

Page 305: ...r the system s VoIP configuration either G 723 1 or G 729 Static IP Extensions Lists IP extensions with static IP addressing you have created in the Extension Configuration window Servers Lists other Contact Manager servers you have entered in the IP Dialing Table window which have AltiContact Manager to AltiContact Manager connections to your server G711 IP Ranges Lists the G 711 dynamic IP addre...

Page 306: ...values for dynamic IP addressing 1 In the G711 IP Ranges list click the Add button The Add IP Codec Setting dialog appears Figure 5 Add IP Codec Setting 2 In the Add IP Codec Setting dialog specify Single or Range to set a single dynamic IP address or a range of addresses 3 Enter a Start value and for a Range an End value for the dynamic IP addresses your IP extension users can access You cannot u...

Page 307: ... OK 5 From the main menu go to the VoIP Codec Configuration window and change the codec setting of current selection of all servers and codecs to G 711 uLaw then click OK By default server codec is set to G 723 1 This will force all connections to be G 711 and allow remote users access to a range of IP addresses instead of the users having to contact the administrator for the specific IP address I...

Page 308: ... Station Boards The subsequent sections deal first with Quantum then with Triton Analog Extension Quantum Line Properties If you select a Quantum board extension and click Line Properties you ll see the Quantum Line Properties dialog box Note that you can use the Apply to button to apply these hardware settings to one some or all ports on the board Figure 7 Quantum Line Properties dialog box for e...

Page 309: ...og box Note that you can use the Apply to button to apply these hardware settings to one some or all ports on the board Caller ID Signal Format Message format with which to send Caller ID information None SDMF Single Data Message Format for supporting and sending a single data type such as phone numbers MDMF Multiple Data Message Format for supporting and sending multiple data types such as name a...

Page 310: ...ssage format with which to send Caller ID information None SDMF Single Data Message Format for supporting and sending a single data type such as phone numbers MDMF Multiple Data Message Format for supporting and sending multiple data types such as name and number information DTMF Dual Tone Multi Frequency composed of high and low frequencies for touch tone dialing Message Waiting Signal Type Type ...

Page 311: ...00 300 1000 Ringing Frequency Specifies the number of rings 28 or 20 Line Disconnect Signal The loop break desired for answering supervision either 200 or 600 ms Ringing Frequency Select the frequency in Hz that is necessary for the equipment attached to this line Caller ID Transmission Methods Specifies how Caller ID will be detected CID between 1st and 2nd ring Caller ID is received between firs...

Page 312: ...known on the number line How to display IVR auto attendant data on the IP phone To display digits on the IP phone that were entered by the caller in response to an auto attendant request 1 Go to Management Auto Attendant Select 2 Set up an auto attendant item to collect digits in the Action field select Adv Collect Digits 3 In the Text Tag field enter DISP DISP stands for display DISP is case inse...

Page 313: ... DNIS name If there is no name information the DNIS number will be displayed If Name Line is set to DNIS Number it will display the DNIS number If there is no number information Unknown will be displayed Setting up Groups What is a Huntgroup The primary use of a huntgroup is similar to that of workgroups when the huntgroup extension is dialed the system hunts for an available member extension to w...

Page 314: ...roups to which the change can apply All groups 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 Note that you cannot use the mouse to drag over and select multiple items you must use the Shift and Ctrl keys The Apply to button is disabled unless there is a change that can be applied to multiple groups and when you use it to apply...

Page 315: ...igning groups to the selected extension This section discusses the first way first Important Regardless of which way you add extensions to groups the order in which you add extensions can have consequences For example one way of handling incoming huntgroup calls is to always send the call to the first extension if available the second if the first is not available and so forth When you add an exte...

Page 316: ... add extensions to a group select the group number huntgroup or workgroup in the list of extensions in the General window then click the Group tab The group number appears in the window title bar For huntgroups the Group window appears as follows Figure 9 Huntgroup View of Group window Extension Configuration ...

Page 317: ...on s to the selected group 1 In the Group view of the group window click the extension number s in the Not Member list 2 Click Add to move them to the Member list Note If the group pilot extension is configured to Ring All Available Members the maximum number of members is 20 See Setting Huntgroup Handling or Setting Workgroup Handling for details To remove extension s from a group 1 Click the ext...

Page 318: ...mbers whenever the system is restarted Use the drop down list to select from the following Keep Login Status All Login not supported for workgroups All Logout Handling Queue Overflow In the workgroup view of the Group window you can also set options for handling long queues or long wait times for callers When a queue exceeds a set number of calls or callers are waiting beyond a set length of time ...

Page 319: ...to this extension s voice mail Operator Outside Number this option is available if it is allowed in the Other Call Restrictions option in the Restriction window as discussed in Setting Other Call Restrictions on page 10 41 Also see Outcall to Cellular or PCS Phone Numbers on page 10 38 If you choose Outside Number select a trunk or route access code to use in the small drop down list on the left a...

Page 320: ...indow title bar Figure 11 Extension view of Group window Extension Configuration Adding or Removing Group Assignments To assign groups to the selected physical or virtual extension 1 In the Extension view of the Group window click the Group number s in the Not Member list 2 Click the Add button to move them to the Member list Note If the group extension is configured to Ring All Available Members ...

Page 321: ...ck the Allow Wrap Up Time box 2 Using the drop down lists select the minutes and seconds for the delay Be sure to set at least enough time e g 5 seconds to allow an agent to hit the Wait button in AltiView after putting the caller on hold and going onhook Setting Inter Call Delay Like Wrapup time Inter Call Delay can create time before the next call comes in It can be set for any extension If the ...

Page 322: ...Members setting If the internal extension is connect to an agent of this workgroup and then initiates a conference call to another agent in this workgroup the first agent does not connect to the conference call The system does not follow Busy Call Handling for a workgroup if no IP trunks are available for IP extension agent Instead the system will send the call to the workgroup s voice mail Settin...

Page 323: ...nual 10 31 10 Extension Group Configuration To work with Speed Dialing settings select the extension number you want to work with from the list in the Extension Configuration General window then click the Station Speed tab Figure 12 Station Speed Dialing window Extension Configuration ...

Page 324: ... 1 long distance prefix followed by 408 area code and finally the seven digit telephone number Valid digits include 0 through 9 and comma The comma represents a one 1 second pause Note You can use Apply to to apply speed dialing numbers to one some or all physical extensions Setting the Mailbox Options The Mailbox Settings define how voice messages are handled for an extension whether the mailbox ...

Page 325: ...ng 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 but does not provide taking messages from the caller To repeat the message callers are instructed t...

Page 326: ...es These options apply to both new messages and saved messages and they can be applied to multiple extensions using Apply to Parameter Description Announce Message Sender Before Playback Selected the user hears the name of the message sender internal sender only before listening to recorded AltiGen Voice Mail System messages Announce Time Stamp Before Playback Selected the user hears the timestamp...

Page 327: ...using Apply to Setting Message Notification Options The Notification tab of Extension Configuration provides for setting notification options on new incoming email as well as voice messages To work with notification settings select the extension number from the list in the Extension Configuration General window then click the Notification tab to open the Notification window Parameter Description M...

Page 328: ...o apply notification settings to one some or all extensions Setting the Message Types for Notification Select the types of messages for which the extension user is notified None selected the user is not notified with a call regarding newly received messages Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received Ur...

Page 329: ... reminder message phone pager or extension To use the Extension option select the Extension radio button then type the extension number into the text box 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...

Page 330: ...provides a one second pause Setting Notification Timing You can set the type of delay detection and the duration from 5 to 30 seconds before the system sends the return phone number the System Main Number as set in the System Configuration General window after the system detects an answer when sending a notification Seconds after Dialing the delay from 5 to 30 seconds after dialing before the syst...

Page 331: ... in the Restrictions page of Extension Configuration Configuring Calling Restrictions Available restrictions on outgoing calls from extensions range from no restrictions to allowing internal calls only System calling restrictions discussed under Defining System Call Restrictions on page 5 16 specify global restrictions for all extensions and you cannot override the system settings when you configu...

Page 332: ... to open the Restriction window Figure 15 Restriction window Extension Configuration Note You can use Apply to to apply call restriction settings to one some or all extensions 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 extensio...

Page 333: ...nced to an Outside Number and Allow Extension User to Make or Return Calls from within VM System These default settings reduce the risk of international toll fraud Caution Allowing these options may increase the potential for toll fraud if they are not properly administered Allow Calls to be Transferred or Conferenced to an Outside Number selected the extension user can transfer or conference call...

Page 334: ...s each use somewhat different answering options You can use Apply to to apply call restriction settings to one some or all extensions See Apply To Button on page 10 3 for more information on using Apply to However since the available options vary with the type of extension you can only apply the choices to the same type of extension For example If you are working with the settings for a virtual ex...

Page 335: ...0 43 10 Extension Group Configuration To work with extension answering options select the extension number from the list in the Extension Configuration General window then click the Answering tab to open the Answering window Figure 16 Answering Window Extension View Extension Configuration ...

Page 336: ...Setting Answering Options 10 44 AltiWare OE System Installation Administration Manual Figure 17 Answering Window Huntgroup View Extension Configuration ...

Page 337: ...s the Call Forwarding feature that is also accessible by the extension user by dialing 36 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 10...

Page 338: ...ns with the restrictions discussed in the previous section The forwarding options are as follows To Voice Mail To an Auto Attendant select the Auto Attendant number to use in the drop down list under the option Auto Attendant settings are established in Auto Attendant Select on the Management menu To an Extension select an extension from the drop down list To a Group select a group from the drop d...

Page 339: ...huntgroup or workgroup with agent 201 and 202 when the agent either 201 or 202 picks up the call after 3 seconds the agent should hear DTMF tones 123 Two other examples using Free Format 92529712 5 211 means dial trunk access code 9 and an outside number 2529712 wait 5 seconds dial 5 and wait 3 seconds then dial 211 Second example 102 01 5 means dial extension 102 wait 2 seconds dial 01 wait 3 sec...

Page 340: ...nfigured select a Line Park group configured in Line Park Configuration on page 13 1 from the drop down list Setting Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been selected and this option is not available to group numbers However the group pilot number does use the Place Caller in Queue option discussed in the preceding subsection ...

Page 341: ... of the following options for no answer call handling Forward to Extension Select an extension number in the drop down list See A 10 Hop Limit to Call Forwarding for Direct Calls on page 10 46 Forward to Voice Mail physical extensions only Forward to Member Voice Mail group extensions only Forward to Auto Attendant use the drop down list to select an Auto Attendant to which to route the call Auto ...

Page 342: ...configured in the huntgroup If this member is busy the call goes to the second member configured and so forth Ring Next Available an automatic call distribution method that attempts to evenly distribute calls among the huntgroup members This method sends the call to the next member configured in the huntgroup regardless of whether the previous member is busy or not Ring All Available Members all e...

Page 343: ...embers all extensions in a workgroup Note When this option is enabled a single workgroup can have no more than 20 members set to Ring All If members are using IP extensions the system will require an equal or greater number of available IP ports than the number of IP extensions For example with 15 IP extensions set to Ring All in a single workgroup the system needs to have at least 15 IP ports ava...

Page 344: ...Attendant in the main menu To Voice Mail To an Outside Number this option is available if it is allowed in the Other Call Restrictions option in the Restriction window as discussed in Setting Other Call Restrictions on page 10 41 Also see Outcall to Cellular or PCS Phone Numbers on page 10 38 If you choose Outside Number select a trunk or route access code to use in the small drop down list on the...

Page 345: ...umbers and connects the call if possible If the system is unable to connect the call it is sent to the extension user s voice mail Note Options in the window are disabled unless One Number Access has been enabled as a No Answer option in the Answering window as discussed in Enabling One Number Access on page 10 49 Furthermore if the Enable Do Not Disturb option is selected in the Answering window ...

Page 346: ...or all extensions of the same type physical to physical huntgroup to huntgroup etc but only if the extensions are ONA enabled in the Answering window One Number Access Options In the One Number Access window use the drop down list to select an option for One Number Access Disabled Enabled at any time Enabled during business hours only Enabled during non business hours only Enabled based on the fol...

Page 347: ...ss at a future time Call Screening When the Enable Call Screening option is selected 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 call will then hear the caller s name and can decide whether or not to accept the call Set...

Page 348: ...ions option in the Extension Configuration Restriction window When you use the outside number option select a trunk or route access code in the drop down list and type in the phone number as it would be dialed after keying the access code Enable the Check Password option to force users to enter their extension password when a call is forwarded to them via ONA This ensures that only the owner of th...

Page 349: ...up A to the Monitor List for a member of Group B the Group B member will only be able to pick up personal calls to 1001 not group calls In AltiSupervisor the user can monitor only the group s he or she logs in to regardless of the monitoring rights assigned to his or her extension in AltiAdmin Group pilot numbers in the Monitor list have no effect in AltiAgent or AltiView regardless of the AltiAdm...

Page 350: ...Extension Configuration 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 Select the extensions in the Monitor List 2 Click Remove Select the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at ...

Page 351: ...ged onto an IP extension AltiGen IP Phone Service AltiGen IP Phone Service runs on the same system as AltiAdmin is installed together with AltiAdmin and connects to AltiAdmin through enhanced AltiLink protocol on behalf of AltiGen IP Phones Intercom with IP Phones Intercom 93 is supported on the Triton Analog extension with AltiTouch phones Intercom is supported on IP extensions as well provided A...

Page 352: ...ed to each extension configured for an IP connection recommended but not required Client An AltiGen certified IP phone device see Clients on page 11 3 for details High speed data connection to the AltiServ system minimum 64kbps Configuration You must configure AltiAdmin and in some cases your client hardware or software for using IP extensions AltiAdmin 1 Ensure that the VoIP settings are configur...

Page 353: ...xtensions check Enable IP Extension on the General tab of the Extension Configuration window Figure 1 General Window Extension Configuration a If you have static IP addressing recommended choose Static and then enter the IP address of the IP phone in the Logon field b If you do not have static IP addressing available choose Dynamic Note that dynamic IP addressing will show a different IP address i...

Page 354: ...ation 11 4 AltiWare OE System Installation Administration Manual AltiGen IP Phone AltiView integrated with IP Talk For details on configuring these devices see the documentation that AltiGen provides with each ...

Page 355: ... that provide voice communication over an IP network To configure the AltiGen IP phone select AltiGen IP Phone Configuration from the System Management menu 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...

Page 356: ... extension check the Enable NAT button and enter the public IP address of the NAT router Debug When enabled allows the IP phone to connect to Telnet for debugging Time Display Offset a per phone based configuration that allows the 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 Format a per phone based confi...

Page 357: ...iguration After setting parameters on the General tab go to the tab that corresponds to the phone type and configure the soft keys plus the Display Workgroup Status field on the Alti IP 600 and IP 705 Soft key settings are described in the next table Figure 2 IP Phone Configuration window IP 705 tab and IP 710 tab ...

Page 358: ...not outside numbers Feature Code when selected enter an AltiServ feature code in the field below this will be associated with the corresponding soft key to dial this feature code Admin Defined when selected enter the speed dial code in the field below this will be associated with the corresponding soft key to dial this feature code EXT Speed Dial Alti IP 600 IP 705 when selected allows the user to...

Page 359: ... key to start recording press the key again to stop recording There is no pause function When the call is recording the light will be on Recorded conversations can then be played back through voice mail or accessed at a centralized location User Defined when selected the IP phone user will be able to program the corresponding soft key as a speed dial or feature code key directly from the IP phone ...

Page 360: ...ension Log Out and 27 Extension Log In are available on the IP phone When the IP phone is logged in using 27 ENTER the LCD displays the extension number The IP phone must be onhook for 26 and 27 to work Dialing an IP Number Directly from the IP Phone To dial an IP number directly from the IP phone enter the IP address using the key to enter periods and followed by the key Notes This works only whe...

Page 361: ...ned as a Line Park Group where trunk or extension incoming calls can be directly routed to the Line Park Group Extensions and agents can park calls in the Line Park Group and anyone can pick up parked calls using 51 Up to 99 lines can be configured and used to hold line park calls You can access Line Park Configuration by selecting Line Park Configuration from the System Management menu Figure 1 L...

Page 362: ...yed before the line parked call is answered Enable Line Park Time out when this check box is enabled a line park call will time out after the minutes set in the value box Allow 51 to pick up when this check box is enabled this allows a user to pick up parked calls from a phone set using 51 Exit Line Park when this check box is enabled a call parked at a line can press to leave the park line or whe...

Page 363: ...nes feature code to page this group By default any member added to a paging group will automatically have logged in status When paged Alti IP 600 phones in idle state will automatically turn on the speaker and play the page After the page the Alti IP phone will automatically turn off the speaker and return to idle state You can access Paging Group Configuration by selecting Paging Group Configurat...

Page 364: ... set on the Number Plan tab of the System Configuration window Description for the paging group To Add Members to a Paging Group 1 In the Group Member window of Paging Group configuration click the extension s in the Not Member list 2 Click the Add button to move them to the Member List 3 When a member is added its default state is Login 4 Paging group member can use 54 to perform group login or g...

Page 365: ... Activate IP Paging 1 Press 46 followed by huntgroup number on your IP phone Note Both analog and IP phones can initiate paging over IP However only IP phones can receive group paging Also you cannot set up a speed dial on the Alti IP 600 phone for group paging IP paging to a remote IP phone over WAN is not recommended ...

Page 366: ...14 4 AltiWare OE System Installation Administration Manual ...

Page 367: ... RNA routing account codes Paging through Audio Output Trunk Extension IP AltiView AltiAgent CTI client Conversation Recording centralized or to extension s voice mail Workgroup agent with login logout and ready not ready 82 Dial tone mute Supervisor silent monitor and barge in An AltiGen IP PBX s extension agent can be internal on premise using voice or data wiring external over IP WAN VPN cell p...

Page 368: ...1 Alti Mobile Extension Diagram To set up an Alti Mobile Extension 1 Select a Triton trunk PRI trunk strongly recommended to be used as a mobile trunk To configure the Triton trunk select the Triton trunk from the trunk channels in the Trunk Configuration window then ...

Page 369: ...System Installation Administration Manual 15 3 15 Alti Mobile Extensions click the Trunk Properties button or double click the list entry to view the Triton Trunk Line Properties window Figure 2 Triton Analog Trunk Line Properties Window ...

Page 370: ...E1 Trunk Line Properties Window Figure 4 Triton ISDN PRI Trunk Line Properties Dialog Box 2 Check the Use this Trunk As Mobile Trunk check box 3 If necessary continue adding channels as mobile trunks then restart AltiWare After AltiWare has restarted a mobile extension board will ...

Page 371: ... a mobile extension port by changing the virtual extension to a physical extension and then assigning it to a mobile extension port The mobile extension will be displayed in the Extension View window Figure 6 Alti Mobile Extension Extension View Window 5 Configure the mobile PSTN number for the Alti Mobile Extension by selecting the extension from the General page of Extension Configuration in ACM...

Page 372: ...le Extension Port Configuration Dialog Box Target Phone Number the number that will be dialed when AltiServ tries to ring this Alti Mobile Extension Do not include the trunk access code Caller ID a caller ID can be entered for caller identification When using a dedicated link the mobile trunk must be assigned Caller ID verification can be disabled on the dedicated mobile extension ports ...

Page 373: ...ey within 3 seconds to connect the call otherwise it will time out and the call will be treated as an agent extension RNA and will follow the workgroup extension setting to route the call Note Either the Press Any Key To Answer Call or Play Phrase After Answered option should be selected but NOT both If both options are selected the Press Any Key To Answer Call will override and the Play Phrase Af...

Page 374: ...obile Extension Ports allows the user to adjust the number of mobile extension ports 96 ports maximum Key Simulation allows the user enable disable the FLASH simulation Mobile Extension Ports displays fields for the channel target phone number Caller ID Trunk Allocation Shared or Dedicated Phrase 1 Play Phrase After Answered and Phrase 2 Play Phrase Before Dial Tone of each extension port Mobile T...

Page 375: ...ension s voice mail then the number of rings for the AltiWare remote extension that is associated with the remote cell phone needs to be configured for fewer rings than the remote cell phone s number of rings 2 A caller is calling the remote extension at the same time the remote cell phone is calling someone else outside of AltiWare The caller will immediately hear the voice mail of the remote cel...

Page 376: ...the Alti Mobile Extension is using dynamic link between the virtual and physical mobile extension channels the caller ID is required for verification purpose when the Alti Mobile Extension calls in the system to get system outbound dialing Since the DTMF key is used for simulating the FLASH HOOK there is no way to send to system So the central transfer IVR VM backward the VM menu and boomerang fea...

Page 377: ...d through the Management menu or through AltiWare Tools Audio Peripheral Configuration The Audio Peripheral Configuration window see Figure 1 is used to set up Music On Hold System Default Beginning and Update Prompts for Callers in Queue Overhead Paging You can access Audio Peripheral Configuration by selecting it from the Management menu Figure 1 Audio Peripheral Configuration window ...

Page 378: ... The system can be set up to play music on hold from a custom file and replaces the system s default music on hold file This file is located at altiserv phrases Music MusicOnWaiting Notes An IP Board is required There can only be ONE system default Music On Waiting file which must be in 32K AltiGen ADPCM or PCM format The default music on hold file can be replaced with AltiGen s ADPCM or PCM forma...

Page 379: ...2 Use the drop down list to select the prompt number you want to use for the greeting message Creating prompts is discussed in previous sections To play an update prompt every thirty seconds 1 Select the Play Update Prompt checkbox 2 Use the drop down list to select the prompt number you want to use for the greeting message Configuring Overhead Paging To configure overhead paging 1 Connect overhea...

Page 380: ... is set to Auto This means that the system automatically checks all the boards for the most stable clock and designates that board as the master reference clock by which all other boards reference their clocks Note It is recommended to use the Auto setting Do not select Manual unless one of your digital spans is connected to equipment other than the PSTN your regular phone network It is also recom...

Page 381: ... Options menu This is a toggle feature so pressing 6 at the Personal Options menu will turn it back on if it is off You may however want to completely disable this feature for all users To disable Feature Tips system wide 1 Select Run from the Start menu and enter regedit to open the Registry Editor Caution Changing the registry can affect the configuration of your system We recommend making a bac...

Page 382: ...Feature Tips 16 6 AltiWare OE System Installation Administration Manual ...

Page 383: ...rd disk drive or a network drive This option can only be accessed at the AltiServ system it is not available from a remote AltiAdmin client Using Backup and Restore You can also access this feature by selecting the AltiWare OE Backup and Restore Utility program from the AltiWare folder accessible from the Start menu To access the feature click System Data Management on the Service Menu Figure 1 Sy...

Page 384: ...u select the folder or drive to back up Selecting Advance displays a folder icon Click the folder icon to pop up a browse dialog box that lets you select the folder to backup When you click OK to close the dialog box the selected drive or directory is displayed in the box below the Backup To drop down list Note You cannot select Advance to choose a directory and at the same time select a starting ...

Page 385: ...n to view the Backup Schedules dialog box Figure 3 Backup Schedules window 2 Set the options Select the checkbox 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 You can accept the default target directories or you can click the Folder to open the Browse for Folder to select the destination or the back...

Page 386: ...st select the day you want to restore from or select Advance to choose the restore folder Clicking Advance 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 Selecting a day of the week or manually choosing the restore directory the directory specification appears in the text box below the drop down list Note The componen...

Page 387: ...ystem log call detail summary and IP cumulative traffic statistics 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 the Report menu from the Main Menu Bar and then select System Summary from the drop down list or select the System Summary icon from the Quick Acce...

Page 388: ... view the System Log select the Report menu from the Main Menu bar then select System Log from the drop down list or select the System Log icon from the Quick Access Toolbar You can also view the system log by running the LogViewer exe program in the altiserv exe folder Figure 2 System Log window The Summary box displays information on each channel for each card Select a channel in the Summary box...

Page 389: ...l calls Figure 3 IP Cumulative Traffic Statistics window This window displays the following data Parameter Description Internet Address Displays the IP address or fully qualified DNS name of the remote location Packets Sent Displays the number of voice packets sent to other AltiServ systems over the public or private IP network Packets Received Displays the number of voice packets received from ot...

Page 390: ...n reset the AltiWare IP Cumulative Traffic Statistics by clicking the Reset button Also this window automatically resets all fields to 0 when the AltiServ system is shut down and restarted Statistics gathered before the reset are not saved Packets Lost Displays the number of voice packets that have been lost due to prolonged delays network congestion or routing failure Average Jitter displays the ...

Page 391: ...d media messaging Before you begin you should be familiar with the following LAN and Internet protocol and addressing information Network A network is a distributed interconnection of multiple voice and data communication devices utilizing network protocol software to communicate and exchange information Protocol A protocol is a set of rules and methods by which telephone equipment and computers e...

Page 392: ...nternet Message Protocol Version 4 An enhanced version of POP3 that among other things allows the user to view message headers of each message before retrieving the complete message Network Address A network address is an identifier for a node station or unit of equipment in a network There are many methods of accessing the network such as email or Hyper Text Transport Protocol HTTP Gopher etc Alt...

Page 393: ...ore than one attachment or media type in your email messages such as graphics video or sound you must employ a method called MIME Multipurpose Internet Mail Extensions MIME is a technique designed to bundle attachments within individual email messages When a MIME file with attachments arrives at your workstation additional processing begins immediately As the various attachments arrive the client ...

Page 394: ...dia Messaging using email over the AltiServ system Before You Begin To set up email for the AltiServ system you need to have the following installed on the AltiServ Windows network interface card installed and Windows network capability enabled Network TCP IP installed and configured Internet connection if sending and receiving emails over the internet Multi media stations PCs as clients Setting U...

Page 395: ...ddress later in the TCP IP configuration setup for both the server and client stations Step 2 Setup the Router Install the router on the LAN The router is the gateway to another LAN or to the Internet 1 Specify a router that is on the same LAN as the AltiServ server such as ISDN or T1 2 Assign an IP address one of the block of IP addresses obtained from the ISP to the router This becomes the gatew...

Page 396: ...ddresses obtained from your ISP to the AltiServ Subnet Mask enter the Subnet Mask obtained from your ISP Default Gateway enter the email Gateway the router address 3 Select the DNS tab at the top of the TCP IP Properties window see Figure 3 to configure Domain Name System Note You must configure the DNS tab if you want to exchange email through the Internet Configure the following Host Name enter ...

Page 397: ...ltiServ is the server that actually receives the mail or messages For example AltiGen has named its server global_cti This tells the DNS to route all mail or messages for altigen com to the global_cti server 2 Your AltiServ s IP address e g 200 133 204 2 Step 5 Configure Email in AltiWare Administrator Important If you have a Windows 2000 server you must stop the Default SMTP Site server or it wil...

Page 398: ... Expand Services and Applications in the tree to view Internet Information Services 3 Select Default SMTP Site in the tree 4 On the toolbar click the Stop button You can now proceed with the steps given below To configure the AltiServ for email service 1 On the Management menu select System Configuration and click the Messaging tab to open the Messaging window 2 Configure the E Mail Messaging Opti...

Page 399: ...d 4 Allocate the system storage capacity for extensions in the Mailbox Setting window of Extension Configuration Each user s needs might be different The default is 50 MB of storage which on the average will give each user room for 100 messages Refer to Setting the Mailbox Options on page 10 32 for more details Setting Up LAN and Internet Email on the Client To set up the client side of the LAN 1 ...

Page 400: ...e associates the WAV files with sound recorder application Setting up an Exchange Server This section provides you with step by step instructions to configure the Exchange Integration feature in AltiWare for the Microsoft Windows 2000 and 2003 server Exchange Server Windows 2000 Integration In the example that follows the AltiWare system is called TELESYSTEM and the Exchange Server is called MAILS...

Page 401: ...nge server system must belong to the same domain AltiGen Services should be started with the user account Domainname AltiGen_ AltiWareSystemName For example ALTICHINA AltiGen_TELESYSTEM To check the Windows version Click the Start button select Run and type winver in the Run dialog box This opens an About Windows dialog box that displays the version of Windows running on your system It should say ...

Page 402: ...nd make sure the domain names are the same To verify AltiGen Services 1 Select Start Programs Administrative Tools Services A Windows Services dialog box will be shown as in this example Figure 5 Windows Services window 2 Select AltiGen Exchange Integration Service COM Server from the control panel of AltiWare right click and select Properties ...

Page 403: ...This Account and set DomainName AltiGen_ ServerName as the account In this example it is QA AltiGen_GRAPE If this is not the case you need to re install AltiWare while logged in as a domain administrator with local administrator privileges Repeat the previous step but this time check the Log On As account for AltiGen Exchange Integration Service COM Server Exchange Server Prerequisites Exchange Se...

Page 404: ...exchange server name then press enter For example type ping mailserver You should see Reply from as the response If you see Request timed out there is something wrong with your network settings or connectivity Similarly ping the AltiWare system from the Exchange server For example from the command prompt in Exchange Server type ping telesystem then press enter You should get proper reply To check ...

Page 405: ...e and click Start in the Services window to start it If a service cannot be started please contact Microsoft technical support Exchange Server Configuration Now that you have verified that the AltiWare and the Exchange Server systems are properly installed you can start configuring the two systems to enable the Exchange Integration feature In this section we describe the configurations to be perfo...

Page 406: ...are OE System Installation Administration Manual 1 Go to Programs Administrative Tools Active Directory Users and Computers 2 Right click on the Users folder and select New then select User Figure 8 Active Directory Users and Computers Window ...

Page 407: ...Enter the necessary information for the new mailbox user Figure 9 New Object User Microsoft Exchange Administrator Configuration 1 Go to Start Programs Microsoft Exchange System Manager Figure 10 Microsoft Exchange Manager 2 Right click on the desired server and select Properties to get the following Server Properties window ...

Page 408: ...Setting up an Exchange Server 19 18 AltiWare OE System Installation Administration Manual Figure 11 Server Properties window Exchange Manager ...

Page 409: ...n Manual 19 19 19 Data and Internet Integration 3 Go to the Security tab and click Add Figure 12 Security Tab Server Properties 4 This opens a Select Users Computers or Groups window Click the Advanced button Figure 13 Select Users Computers or Groups Window Server Properties ...

Page 410: ...ver 19 20 AltiWare OE System Installation Administration Manual 5 In the advanced version of the Select Users Computer or Groups window click Find Now Figure 14 Select Users Computers or Groups Advanced Window Server Properties ...

Page 411: ...appear in the Search Results field at the bottom of the window Find and select the AltiGen server and click OK Figure 15 Selecting AltiGen Server from Select Users Computers or Groups Advanced Window Server Properties 7 In the Select Users Computers or Groups Window the AltiGen server you selected will appear in the Object Names field Click OK ...

Page 412: ...d Corporate or Workgroup mode To enable the Exchange Integration feature you MUST configure it to use Corporate or Workgroup mode If you have already installed Outlook 2000 in the AltiWare system make sure that you have installed it in the Corporate or Workgroup mode This is discussed on page 19 26 For Outlook 2003 all e mail accounts should be configured to connect to Microsoft Exchange Server To...

Page 413: ...Exchange server and enter the test mailbox we created AltiGen Assist in the Mailbox field 4 Click the Next button to bring up the next dialog box which asks a Travel question to which you should answer No then click Next 5 Once you have completed the Setup Wizard a final dialog box appears indicating that the information services that have been added to your profile Then a Done dialog box appears ...

Page 414: ...hange Server 1 Go to Start Control Panel Mail Click the Mail Setup tab Figure 18 Mail Setup Outlook 2 Click E mail Accounts 1 Enter the name of the Microsoft Exchange Server and User Name for the e mail account then click Next Note Use the Check Name button to verify that the Exchange server recognizes the name Figure 19 E mail Account Setup ...

Page 415: ...d Internet Integration AltiWare OE System Installation Administration Manual 19 25 19 Data and Internet Integration 2 Select the Microsoft Exchange Server option then click Next Figure 20 E mail Accounts Setup ...

Page 416: ...mail Accounts Window 4 If the values you entered for Microsoft Exchange Server and Mailbox are correct you will be able to use Outlook 2003 now If they are not correct you ll be asked to re enter the Microsoft Exchange Server and Mailbox names Make sure you enter the correct values You can verify your input by clicking the Check name button To check the Outlook 2000 mode 1 Start Outlook 2000 Selec...

Page 417: ... move on to the next set of steps If there is a menu item Accounts it means Outlook 2000 is in the mode of Internet Only Perform the following steps to change Outlook 2000 to the mode of Corporate or Workgroup 3 Click Options to open the Options dialog box and select Mail Delivery Figure 23 Outlook Options 2000 4 Click Reconfigure Mail Support to open the E mail Service Options dialog box Figure 2...

Page 418: ...he Tools menu to open the Services dialog box Figure 25 Outlook Services If Microsoft Exchange Server is in the list of services in this profile proceed to Enabling the Exchange Server on page 19 29 If Microsoft Exchange Server is not in the list of services proceed as follows 2 Click Add to open the Add Service to Profile dialog box Add Microsoft Exchange Server Outlook Address book and Personal ...

Page 419: ...art Outlook 2000 at least once Test the configuration by sending an email then check if you receive it 2 When the reboot is complete log on using the AltiGen service account 3 Open Outlook and from the Tools menu select Services 4 Click Add and select Exchange Server The Mailbox field should already be populated with the Name entered above 5 Enter the Exchange Servers hostname and click the Check ...

Page 420: ...pear in the corresponding Exchange mailbox in the Global Address List of the Exchange Server Figure 27 General window Agent Extension Configuration Make sure that the E mail Name field contains alphanumeric characters only and does not contain other characters such as spaces or periods c In the Mail Management window of Extension Configuration select the Enable Exchange Message Synchronization opt...

Page 421: ...g extensions in ACM Administrator Important The Middle Initial field should be empty for Exchange Server mail accounts in order for Exchange Integration to work properly Figure 29 Mail account configuration in Exchange Administrator 4 Use these preceding steps to double check the synchronization of all mailbox names used jointly by AltiWare and Exchange Server Enable Exchange Integration feature i...

Page 422: ...d its corresponding mailbox in Exchange server Also set up a PC with Outlook 2000 configured for this user To Test Message Delivery to Exchange 1 Leave a voice mail for extension 100 The message light illuminates 2 Log on to the Exchange Mailbox from Outlook and check for the message in the inbox The message should be titled VoiceMail from xxx and include the voice mail as a WAV attachment To chec...

Page 423: ...ile make sure that altiserv exe folder does not contain the files mapi32 dll or gapi32 dll If these files exist delete them then stop and start the Exchange Integration Service To delete old profiles If an error occurred while AltiWare was creating mail profiles the damaged profiles would remain there until removed manually After the re configuration the new profiles can t be created since the old...

Page 424: ...ils on the AltiGen server the initialization will take less than 5 minutes When checking the profiles using the mail icon in the control panel of AltiWare you should see one account for each mailbox You will see these profiles only if you are logged on as the AltiGen service account e g AltiGen_telesystem To troubleshoot or double check the server configuration Internet Services Manager IIS 2 0 an...

Page 425: ... remote and local desktop call management to users using the Intranet or Internet via a standard Web browser AltiReach is installed and configured automatically when you install AltiWare The configuration settings differ depending on the version of the Microsoft Internet Services Manager you are running and whether AltiServ is running on Windows 2000 or 2003 Using AltiReach For instructions on how...

Page 426: ...About AltiReach Configuration 19 36 AltiWare OE System Installation Administration Manual ...

Page 427: ...nctions such as transfer hold and park are not supported AltiGen s TAPI implementation has two components TAPI Proxy Server installed on the AltiWare server system TAPI Service Provider installed on the client systems Install TAPI Proxy Server and TAPI Service Provider after physically configuring your AltiWare system The TAPI Service Provider will automatically load the AltiWare configuration If ...

Page 428: ...etwork connection with TCP IP enabled Note For Windows 2000 Server the TAPI client must be installed on a separate PC from the server Otherwise it won t be able to detect your devices To install AltiGen TAPI Service Provider on the client system 1 On your AltiWare CD ROM open the TAPI Gateway folder 2 Open the Tapi_Client subfolder and run SETUP EXE 3 When prompted enter the Server IP address the ...

Page 429: ... verify that the correct Route Access number is entered in both To access an outside line fields Figure 1 Configuring phone and modem options 4 Select the Advanced Tab to configure the TAPI service provider Figure 2 Configuring the TAPI service provider 5 Choose AltiGen TM Communications Service Provider and click Configure The AltiGen TAPI Device Detect dialog box opens ...

Page 430: ...windows services Remote Access Connection Manager and Telephony have a status of Started To open the Windows Services window go to Start Control Panel Administrative Tools Services If they are not started right click on each service and choose Start Have them start automatically in the future by right clicking the service choosing Properties and selecting Automatic as the Startup Type Also verify ...

Page 431: ...on in the Phone calls drop down list and click OK Testing TAPI Service Provider on the Client System To test TAPI Service Provider on the client system 1 Click the Dial button in the toolbar 2 Enter a number to call in the Number to Dial box and click Place Call The client extension should ring When you pick up the phone the system will dial the number you entered and connect you if the extension ...

Page 432: ...ll configure the Outlook New Call configuration 1 Begin by setting up at least one contact In Microsoft Outlook select Go Contacts 2 Click the New Call button on the menu bar The New Call dialog box opens 3 In the New Call dialog box click Dialing Options to configure the Dialer to use an extension The Dialing Options dialog box opens ...

Page 433: ...onfiguration Parameters To change TAPI Configuration Parameters 1 In Windows go to Control Panel Phone and Modem Options 2 In the Phone and Modem Options dialog box click the Advanced tab 3 Choose AltiGen TM Communications Service Provider and click Configure 4 In the AltiGen TAPI Device Detect dialog box click Configure 5 In the AltiGen TAPI Configuration dialog box click Extension 6 Enter the ex...

Page 434: ...Changing TAPI Configuration Parameters 20 8 AltiWare OE System Installation Administration Manual ...

Page 435: ...c dat summarizes all this information and can be sent to your dealer or to AltiGen Tech Support if you have problems To use Configuration Reader 1 Launch Configuration Reader from AltiWare AltiWare Tools on the Windows Start button A DOS window opens indicating the progress of Configuration Reader 2 When the status window is complete you can press Y to view the html files showing your configuratio...

Page 436: ... the same digit Security characteristics of each extension are detailed in the application window itself To use Extension Checker 1 Launch Extension Checker from AltiWare AltiWare Tools on the Windows Start button 2 Select the security characteristics you want to check in the Show field group described below Figure 1 Extension Checker Status Description Secure Pwd Internal Only Has secure password...

Page 437: ...or with right click commands described above click Reload to fetch the new settings from AltiWare Security characteristics for extensions you select in the Extension List display in the Unsecure Elements window 6 Optional Click Export to export the data in the Extension List to a text file Unsecure Pwd Password has unsecure elements described in Unsecure Elements window Outbound capable Can make o...

Page 438: ...cation designed to help a customer configure several distributed AltiWare systems synchronously to work as just one AltiWare system The application can be run on any server local or remote to an AltiWare system which has a connection for access to all the servers that are desired to be managed The application will synchronize extensions and workgroup pilot numbers It can complete the functions bel...

Page 439: ...anual 21 5 21 Tools and Applications Note DINA Manager can only launch the same AltiWare versions of the server that DINA Manager is located For example if AltiWare OE 5 0A is located same server as DINA Manager only systems running OE 5 0A can be launched by DINA Manager ...

Page 440: ...DINA Manager 21 6 AltiWare OE System Installation Administration Manual ...

Page 441: ...l signaling for European Pacific Rim and other emerging markets Please carefully follow the procedures step by step Important When changing from E1 to T1 then back to E1 trunk channel properties will be reset to default values It is important to make sure the trunk channel properties are configured properly Follow the steps below to re check your settings for the physical layer data link layer and...

Page 442: ...shows the proper configuration Step 2 Data Link Layer In the T1 E1 Configuration window select the switch mode according to your country in the E1 R2 setting field Figure 2 Data Link Layer Step 3 Signaling Layer In the Triton E1 Trunk Configuration dialog box configure the following fields Set Calling Party Category to the Calling Party Category indicates the type of calling party e g operator pay...

Page 443: ...lect check box and configure the sequence according to Table 1 In call signaling configure the in call signaling value according to Table 1 Figure 3 Signaling Layer The circled fields in Figure 3 represent values that depend on your country and its corresponding trunk property Note Consult your CO to find out if caller ID digits are provided in the lines ...

Page 444: ... 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 DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 111...

Page 445: ...t DID set to 11116 K 31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Colombia MFC R2 Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 ...

Page 446: ...to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC LME Set calling part category 2 The switch doesn t support caller ID transmission Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set t...

Page 447: ...digit DID set to 11116 K 31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 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...

Page 448: ... K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 China MFC R2 Set calling part category 3 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set...

Page 449: ...git DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 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...

Page 450: ...git DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Mexico Teléfonos de Mexico Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113...

Page 451: ...1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 3...

Page 452: ...nored 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 sam...

Page 453: ...em can provide several countries according to T1 PRI or E1 PRI The selections of B Channel Maintenance Message depend on what country you reside in Country Protocol Supported B Channel Maintenance Message Setting Argentina ETSI Restart Australia Austel TS014 ETSI Restart Belgium ETSI Restart Brazil ETSI Restart China HK ETSI Restart Czech ETSI Restart France ETSI VN4 None Germany ETSI Restart Gree...

Page 454: ...ic ETSI Restart Poland ETSI Restart Russia ETSI Restart Saudi Arabia ETSI Restart Singapore ETSI Restart South Africa ETSI Restart Spain ETSI Restart Taiwan Bellcore ETSI None Thailand ETSI Restart UK ETSI for DASS II DPNSS Restart UK Ireland ETSI British Telecom ISDN 30 None USA Bellcore TR 1268 Restart and Service USA Canada AT T TR 41449 41459 Service Country Protocol Supported B Channel Mainte...

Page 455: ... Technical Support always have the following information on hand Company name Product serial number AltiWare version number Number of boards in the system Server brand and 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 allow us to better assist you Eligibility AltiGen provides tech...

Page 456: ...al Support representative will respond within one business day Technical Support Hours Technical support hours are 7 00 a m to 5 00 p m PST Monday through Friday except holidays If all representatives are busy your call will be returned in the order it was received within two hours under normal circumstances Outside AltiGen business hours only emergency calls will be returned within eight hours Al...

Page 457: ... of purchase or equivalent is required All repaired units remain under the warranty period of the original product There is no charge for covered in warranty product repair services Products Returned After Warranty Expiration Products returned after the warranty period will be repaired or replaced at AltiGen s discretion under the then current price schedule Out of warranty repairs are warranted f...

Page 458: ...aining What does the course cover Phone line options analog lines vs digital T1 PRI with DID How to install and upgrade hardware software licenses and wiring options Server design backplane OS RAID RPS etc configuration and growth planning Day to day administration with AltiAdmin Learn to build extensions huntgroups and workgroups to set up call handling and routing features as well as system conf...

Page 459: ...eatures and will give you the tools and the knowledge to fully utilize your system Experienced telecommunications professionals teach AltiTraining classes and they bring a wealth of real life experience to every course AltiTraining classes consistently are rated as one of the most valuable and relevant that our students have ever attended How can I register or where can I get more information Visi...

Page 460: ...Technical Training B 6 AltiWare OE System Installation Administration Manual ...

Page 461: ... by AltiGen s Quantum and Triton products AltiServ an advanced highly integrated business and computer telephony platform that consists of a Quantum and or Triton card and AltiWare software working in a PC Server running under Windows analog a method of telephony transmission in which the information from the source for example speech in a human conversation is converted into an electrical signal ...

Page 462: ...hone system channel the smallest subdivision of a circuit capable of carrying communication service circuit the physical connection of channels conductors and equipment between two given points Includes both transmitting and receiving capabilities client a process whose threads call services provided by either a local or remote server process In Windows communication between a client and server oc...

Page 463: ...troller card If one hard drive fails then the data can be retrieved from the second hard drive DNIS Dialed Number Identification Service is a telephone service that identifies for the receiver of a call the number that the caller dialed It s a common feature of 800 and 900 lines If you have multiple 800 or 900 numbers to the same destination DNIS tells which number was called DNIS works by passing...

Page 464: ...ed from the other server extension number an arbitrary number of two to five digits that matches a station to a particular user F FCC Federal Communications Commission file server an integral part of a multi user computer network such as a local area network LAN It typically is a combination of a computer data management software and large capacity hard disk drive A file server directs all movemen...

Page 465: ...d to describe the physical components of a machine particularly computer equipment and devices containing logic elements used in data processing or communication equipment Hertz cycles per second Abbreviated as Hz http or HTTP Hypertext Transfer Protocol The Internet protocol used to manage communications between Web clients browsers and servers Huntgroup see Workgroups Hz see definition for Hertz...

Page 466: ...closed path or circuit over which a signal can circulate When used on a telephone line it tests the line the circuit is closed and reflects received signals to the sender M maintenance any activity intended to retain a functional unit in or to restore it to a state in which it can perform its required function Maintenance includes keeping a functional unit in a specified state by performing activi...

Page 467: ...ent and management of the area code system for North America Administered by Bellcore presently being expanded due to high demand for new numbers and services requiring new area codes Numbering sequence being changed from traditional N 1 0 X area code center digit a 1 or a 0 to NNX where N numbers 1 to 9 and X any number O offhook refers to a telephone set when the receiver is not resting in the b...

Page 468: ...d for government computing contracts Power Failure Backup If your AC power fails your telephone system can still operate by switching to a backup battery power supply often called an Uninterrupted Power Supply UPS Power Failure Transfer A telephone system feature When the commercial AC power fails and there is no backup power source such as a battery or a generator this feature switches some of th...

Page 469: ...common telephone jack Usually wired with eight wires the red and green signify the tip and ring circuits ROM Read Only Memory root directory in an IBM or compatible PC the directory that is created when the user formats a diskette that may contain subdirectories Synonymous with system directory S SDMF Single Data Message Format server a process with one or more threads that accepts requests from c...

Page 470: ...ling area Identified by greater distance and increased rates or by 1 plus dialing requirements toll restriction a feature that allows the user to restrict certain station users from placing toll calls or other non business related locations traffic a measure of the demand or use of facilities circuits or trunks Measured by converting seconds and minutes into CCSs Centum Call Seconds and Erlangs ho...

Page 471: ...or direct long distance dialing Wink a single supervisory pulse workgroup telephones arranged in groups within a particular organizational function for example marketing sales service etc Each workgroup is assigned a pilot number When the pilot number is dialed the system scans the list of extensions comprising the workgroup and connects the call to the first available idle extension number If no ...

Page 472: ...G 12 AltiWare OE System Installation Administration Manual ...

Page 473: ...s 1 ii AltiGen Communications Inc address 1 ii AltiGen IP phone configuration 12 1 AltiGen IP phone NAT support 6 30 AltiGen Switching Service 3 18 Alti IP 600H 1 27 AltiMail making a call from 1 16 Alti Mobile Extension 1 7 limitations 15 9 Alti MSCRM 1 27 AltiPCM 1 25 AltiReach 1 25 call management 19 35 call view 1 17 AltiReport 1 27 AltiServ administration 5 1 characteristics 1 2 hardware requ...

Page 474: ...ng 9 7 prompts phrase management 9 11 push web URL 9 8 system callback 1 9 Auto Attendant Select 9 5 Auto Attendant Select icon 4 4 auto failover IPextension 1 23 automatic call distribution 1 24 10 50 10 51 automatic login logout 10 26 Average Jitter 4 10 B B8ZS Binary 8 Zero Substitution 6 46 backing up files 17 2 backup 3 2 database 3 44 system data 17 1 bandwidth WAN 6 8 Basic CallRouter 1 27 ...

Page 475: ...ng all outgoing 5 18 card ID 4 6 CDR 1 19 5 21 CDR Search 1 11 1 14 central office G 2 Centrex G 2 Centrex transfer 7 5 change hardware 3 44 change password 4 11 changing hardware 3 43 changing password 4 11 channel 4 7 channel service unit 6 36 6 38 6 39 child windows 4 5 4 11 circuit G 2 client setup 19 9 clock configuration 16 4 CO switch 6 54 code access 7 3 7 6 area 7 3 codec G 711 1 22 G 723...

Page 476: ...Diagnostic menu 4 3 dial last caller 1 5 dialed digit translation 1 11 dialed digit translator 5 6 dialed digits 6 34 dialing delay T1 signaling 7 24 dialing pattern routing 8 6 dialing scheme trunk 7 5 DID 7 7 collecting 7 24 T1 1 21 DID number extension 10 7 Digit Manipulation 8 3 DINA Manager 1 25 21 4 directory dial by name 1 14 name directory 1 15 distinctive call waiting 1 6 10 34 distinctiv...

Page 477: ...e synchronization 5 28 EXT Speed Dial soft key 12 4 Extended Superframe Format ESF 6 46 extension calling options 10 39 configuration apply to multiple extensions 1 19 definition G 4 DID number 10 7 email name 10 10 general settings 10 3 incoming call handling 10 42 information only mailbox 10 33 length 5 5 message notification 10 36 monitor list 10 56 One Number Access 10 53 outgoing call restric...

Page 478: ...7 21 G711 jitter buffer range 7 22 G711 RTP packet length 7 22 G723 jitter buffer range 7 22 gateway 19 6 glossary G 1 G 11 greeting personal 1 17 greeting prompts 16 3 ground start 7 7 G 5 grounding 2 3 group paging 14 1 GTE 6 46 H H 323 1 22 6 10 configuration 7 20 H 450 7 20 hands free intercom mode 1 6 hands free manual answer mode 1 6 hardware adding or changing 3 43 basic requirements 2 1 ha...

Page 479: ...ntranet 6 8 IP address 19 6 IP Cumulative Traffic Statistics window 18 3 IP dialing table 6 31 IP extension 10 11 auto failover 1 23 IP extensions 1 23 10 2 IP group paging 1 23 IP phone copy from 12 6 display workgroup status 12 5 time display 12 2 IP Phone Service 1 23 IP trunk access code 6 31 appearance 6 34 configuration 6 31 number code 5 9 IP Trunk Access 5 10 IP trunk current traffic stati...

Page 480: ...10 38 notification type 10 37 playback 10 34 retention 10 35 message notification 1 24 message waiting FSK based 10 16 tone based 10 16 voltage based 10 16 messaging 5 24 management 5 25 mixed media 19 3 Microsoft Exchange Server integration 19 10 19 34 Microsoft SQL 5 23 MIME 19 3 G 6 mixed media messaging 19 3 helper applications 19 3 MIME 19 3 Monitor Available 10 58 monitor list 1 20 10 56 mou...

Page 481: ...A ring duration 10 56 One Number Access 1 8 1 24 10 49 10 53 G 7 online help 4 3 online license registration procedures 3 25 3 34 Operator Extension 5 4 operator group 5 4 optional add on software 1 26 options boards 2 8 out call routing configuration 8 1 8 7 dialing pattern 8 6 out call routing configuration default routes 8 4 outgoing calls blocking all 5 18 overhead group paging 1 8 overhead pa...

Page 482: ...ckup G 8 on board telephony power supply 2 5 power failure transfer 1 9 G 8 uninterrupted power supply 2 3 prefix system prohibited 5 17 toll call 5 18 pre recorded prompts 9 12 PRI 6 37 channel assignment 6 37 equipment information 6 37 6 38 service request information 6 37 service requirements 6 37 with Voice 6 37 PRI ISDN Numbering Plan 6 52 project ID 10 8 prompt auto attendant 9 8 prompts 9 1...

Page 483: ...51 ring back 5 4 ring first available member 10 50 10 51 ring longest idle member 10 51 ring no answer RNA 10 50 ring back tone generation 1 23 ringing distinctive 5 3 RNA Agent Not Ready 10 50 RNA Log Out 10 50 route access 5 10 8 1 8 7 route access number plan 5 9 route definition 8 1 router 6 9 RTM External Logger 1 20 RTP RTCP 6 33 RTP configuration 7 20 RTP RTCP definition 6 33 run AltiAdmin ...

Page 484: ...1 stop start AltiWare services 4 11 Superframe Format SF 6 46 switching service 3 2 3 18 switching shutting down 3 43 synchronization email servers 5 28 system area codes 1 21 business hours 5 11 call park 1 9 call restrictions 5 16 callback from auto attendant 1 9 data management 17 1 distinctive ringing 5 3 DNIS in call routing 5 32 email 5 26 emergency numbers 5 18 extension length 5 5 home are...

Page 485: ...tocol 19 1 Triton T1 board 1 2 T1 PRI trunk properties 7 23 Triton Analog Extension Board configuration 6 4 Triton Analog Extension board specifications 2 5 Triton Analog Station Line Properties dialog box 10 17 Triton Resource Board 6 2 Triton Resource board specifications 2 8 Triton T1 E1 PRI board specifications 2 7 Triton T1 PRI see also T1 PRI Triton T1 PRI Board configuration 6 34 Triton VoI...

Page 486: ... G 11 voice compression 1 22 encoding 1 22 quality 1 22 6 33 voice mail call forwarding from 1 16 distribution list 1 17 1 21 forwarding 1 18 making calls from 10 41 voice messaging 5 24 features 1 15 message notification 1 16 reminder calls 1 17 zoomerang 1 17 voice over IP features 1 21 voicemail playing order 10 34 VoIP 7 19 integrated gateway 1 23 trunk properties 7 19 VoIP codecs 10 12 VoIP t...

Page 487: ...on Manual I 15 Index announcements 1 12 pilot number 10 1 G 8 silent monitoring 1 14 single multiple call handling 1 13 workgroup configuration 10 1 Workgroup view window 4 8 Z zero code suppression 6 46 Bell 6 46 GTE 6 46 Jam Bit 8 6 46 Zoomerang 1 24 ...

Page 488: ...Index I 16 AltiWare OE System Installation Administration Manual ...

Page 489: ...lcome On a scale of 1 to 5 1 is the lowest score and 5 is the highest score Please complete the following questionnaire Question Rating Scale 1 5 Did you find the information to be Well organized by subject matter Organized for convenient use Accurate Well illustrated Written for your technical level Complete If not what s missing Your occupation or job title Do you use this publication as Place a...

Page 490: ...iWare OE System Installation Administration Manual COMMENTS Mail to AltiGen Communications Inc 4555 Cushing Pkwy Fremont CA 94538 Or Call us at 510 252 9712 Fax us at 510 252 9738 E Mail us at docs altigen com ...