MAX Communication Server ™ Administration Manual ACC 6.
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc.
Contents About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 CHAPTER 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 System Features . . . . . . . . . . . . . . . . . . . . . . . . . IP PBX Features . . . . . . . . . . . . . . . . . . . . . . . . . Automatic Call Distribution Features . . . . . . . .
Workgroup View Window . . . . . . . . . . . . . . . . Current Resource Statistics Window . . . . . . . . . Assigning Seat-Based Client Licenses . . . . . . . . . Stopping the AltiGen Switching Service . . . . . . . Programs Available from the Windows Start Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Detaching and Deleting a Gateway . . . . . Changing Gateway ID and Password . . . . Media Server/Gateway Configuration Tool Configuring the Applications Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 72 72 73 CHAPTER 6 Voice Mail Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 10 Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . 107 Application Extension Setup Application Failover Plan. . Application Information . . Readying the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Incoming Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Regular Trunk Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Outgoing Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 CHAPTER 13 In Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Caller ID Routing . . . . . . . . . . . . . . . . . . . .
Unusual VM Activity Notification . . Setting the Type of Notification . . . Setting Notification Timing . . . . . . Setting Notification Business Hours Enabling Message Notification . . . . Configuring Calling Restrictions . . . . Setting Call Restriction Options . . . Setting Other Call Restrictions. . . . Setting Answering Options . . . . . . . Forwarding All Calls . . . . . . . . . . . Do Not Disturb . . . . . . . . . . . . . . Handling Busy Calls . . . . . . . . . . . Setting Call Waiting Options . . .
Overview of Huntgroup Configuration Window . Setting Up Hunt Groups . . . . . . . . . . . . . . . . Establishing Basic Hunt Group Attributes . . . Setting Call Restrictions . . . . . . . . . . . . . . . Establishing Hunt Group Membership . . . . . . . Setting Login Status for System Restart . . . . Setting Hunt Group Mail Management . . . . . . . Disabling a Mailbox . . . . . . . . . . . . . . . . . . Setting E-mail Options . . . . . . . . . . . . . . . . Setting Mailbox Playback Options . . . . . . . . .
Setting Login Status for System Restart . . Setting Workgroup Mail Management . . . . . Disabling a Mailbox . . . . . . . . . . . . . . . . Setting E-mail Options . . . . . . . . . . . . . . Setting Mailbox Playback Options . . . . . . Setting Mailbox Capacities . . . . . . . . . . . Press Zero Option . . . . . . . . . . . . . . . . . Voice Mail Access Option . . . . . . . . . . . . Setting Message Notification Options . . . . . Setting the Message Types for Notification Setting the Type of Notification . .
Ethernet II Framing Header. . . . . . . . . . . . . . . . . . . To specify the priority value . . . . . . . . . . . . . . . . . . . . Enabling VLAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . WAN Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . WAN Router Configuration . . . . . . . . . . . . . . . . . . . . . Firewall Configuration . . . . . . . . . . . . . . . . . . . . . . . . Network Using NAT . . . . . . . . . . . . . . . . . . . . . . . . . .
Using SNMP . . . . . . . . . . . . . . SNMP Management Console . Configuring MAXCS for SNMP List of Traps Sent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335 335 335 337 CHAPTER 27 Microsoft Exchange Integration . . . . . . . . . . . . . . . . . . .
Exporting and Importing Extensions . . . . . . . . . . Importing Extensions from a .csv File . . . . . . . . Importing Extensions from the Active Directory . Exporting the Extensions in a MAXCS System . . AltiGen Custom Phrase Manager . . . . . . . . . . . . . Creating a New Phrase . . . . . . . . . . . . . . . . . . Playing a Phrase . . . . . . . . . . . . . . . . . . . . . . Editing a Phrase Name or Description . . . . . . . . To Delete a Phrase . . . . . . . . . . . . . . . . . . . . .
xii MAXCS ACC 6.7.
About This Manual This guide is designed for dealers, administrators, and technicians who are responsible for installation, configuration, and administration of a MAXCS ACC system. Another manual, the MAXCS Extension User Guide, covers the MAXCS ACC end user features and functions such as call handling and voice mail.
2 MAXCS ACC 6.7.
CHAPTER 1 Overview MAX Communication Server (MAXCS) is AltiGen’s system software targeted for the IP PBX and contact center market. MAXCS is designed with an intuitive easy-to-use graphical user interface so your IT staff can easily manage the system and reduce administrative costs. The software is designed to support voice and data communications converged into a single data network.
Chapter 1: Overview Call Forwarding and Remote Call Forwarding – sends all calls to another extension, to a workgroup/hunt group, or to an external telephone number. This allows users to redirect their calls to another location, such as home or a branch office. Call Forwarding can be set up either at the source extension or at the destination extension on the system (Remote Call Forwarding). There is 10-hop limit on forwarded calls.
Chapter 1: Overview Distinctive Call Waiting Tone – allows three different call waiting tone cadences to distinguish between internal, external, and operator calls. Distinctive Ringing – allows three different ringing cadences to distinguish between internal, external, and operator calls. Do Not Disturb – blocks all calls coming into a specific extension and sends them to preprogrammed destinations such as voice mail or the operator.
Chapter 1: Overview Mobile Extension – allows a regular CO-connected PSTN phone, such as a home phone or cell phone, to be used to simulate a PBX office extension. A Mobile Extension has most of the PBX system’s call control and call center features. The trunk property is dynamically changed between regular PSTN trunk and MobileExt trunk. The MobileExt user has the option to press any digit to connect to a call.
Chapter 1: Overview 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 speed numbers can be programmed for each extension. System Backup and Restore – allows back up of configuration data and voice mail boxes, based on a configured schedule.
Chapter 1: Overview Multiple Queue Announcements – allows each group to have its own set of unique audio announcements. Up to five announcements can be configured for each group. The intervals between announcements can also be configured. Multiple Workgroup Membership – allows each extension to belong to multiple groups. The system can be configured with a maximum of 64 groups (workgroup/hunt groups/paging groups).
Chapter 1: Overview Queue Overflow Handling – routes incoming calls to an alternate destination when the queue reaches one of the following conditions: • Calls in queue exceed defined limit • Longest queue time exceeds defined limit • Specified percentage of calls in queue with queue time longer than defined service level threshold Workgroup activity data logging – in addition to CDR data, the following data are logged to a database during workgroup operation: • • • • Agent activity – Login, Logout, No
Chapter 1: Overview Direct Station Transfer – allows the AA to handle all incoming calls instead of being answered by an operator. Callers can dial an extension number to reach a specific station or use the name directory to find an extension number. Mailbox Access– allows employee to log into voice mail box from AA when calling in from outside. Multiple AA Support – allows up to 255 auto attendants. Name Directory Service – allows callers to hear a list of employees and their extension numbers.
Chapter 1: Overview Press “0” Option for Extension in Voice Mail – allows a caller to press “0” while listening to an extension’s greeting. The “0” can be configured by the administrator to forward the user to operator or other destinations. Priority Delivery – allows caller to set the priority of message delivery such as normal or urgent. Private Messaging – allows users to leave a private message in their voice mail for the expected caller.
Chapter 1: Overview Alerting – An announcement can be sent to Voice Mail when the email server disk is full. “Apply To” Feature – applies changes (only the field that was changed) to multiple extensions, trunks or channels instead of having to change them one at a time. 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 is written to an internal database.
Chapter 1: Overview Bandwidth Control for VoIP Sessions – Each server can configure the maximum concurrent VoIP sessions based on its Internet or intranet bandwidth. This feature is to ensure that voice quality will not be impacted if too many VoIP sessions are connected at the same time. Codec Profile – Multiple codec profiles with different settings can be created and applied to different locations.
Chapter 1: Overview SIP Trunk Support – MAXCS enables AltiGen’s system to connect to IP-based trunking service providers via SIP. SIP NAT Traversal – Allows MAXCS to connect to a remote SIP phone or IPTalk behind NAT without changing the NAT setting at the remote location. Support for RFC 2833 (DTMF payload embedded with RTP) – Supported in SIP trunks only. This feature helps to resolve DTMF tone detection and regeneration when using G.723.1 or G.729 codec.
Chapter 1: Overview Global Extension Appearance – With proper configuration, the IP phone user can see the following information for a global extension in the VoIP domain: line state (idle, busy, ring, error), extension status (DND), and activity (presence). This information can be displayed in MaxCommunicator/MaxAgent/AltiConsole and on the IP phone. Limitation: For display only; user cannot answer calls for the global extension. Global Intercom – An extension user can dial #93 + Global Ext.
Chapter 1: Overview SuperQ – a Java-based application designed to queue and distribute calls for call centers with workgroups located in different geographic locations or across multiple AltiGen servers. SuperQ enables call centers to combine teams of workgroups from multiple locations into one virtual team. VRManager – allows administrators/supervisors to convert, schedule backup/delete, and query recorded files.
CHAPTER 2 System Requirements and Installation This chapter describes the following: • System requirements • List of MAX Communication Server licenses • Preparation for installation • Installing MAX Communication Server • Installing MaxAdministrator on a network client • Uninstalling MAX Communication Server • Troubleshooting Minimum System Requirements This section lists the system requirements for MAX Communication Server ACC 6.7. Supported Operating Systems Supported Requirements MaxCS 6.
Chapter 2: System Requirements and Installation Supported Requirements MaxAdministrator Windows Server 2003 with SP2 or later • • • • • • Windows XP Professional with SP3 or later Windows Vista Business Edition Windows Server 2008 R2 with SP1 Windows Server 2008 with SP2 Windows 7 (32-bit or 64-bit) Required: • Monitor with at least 1024x768 resolution AltiEnterprise Manager Windows Server 2008 R2 with SP1 • • • • • Windows Server 2008 with SP2 Windows Server 2003 with SP2 or later Windows XP Pro
Chapter 2: System Requirements and Installation MAXCS 6.7 Client Applications This section describes the operating systems supported by each individual client, and lists each client’s minimum system requirements. SuperQueue Requirements Operating Systems • Windows Server 2008 with SP2 • Windows Server 2003 SP 2 System IBM/PC AT compatible system Processor Intel 2 GHz Pentium 4 or equivalent Disk Space 40 GB RAM 1 GB RAM • The installation program will install JAVA JRE 1.6 automatically.
Chapter 2: System Requirements and Installation AltiReport Requirements Operating Systems • Windows Server 2008 R2 with SP1 with IIS • Windows Server 2008 with SP2 with IIS • Windows Server 2003 SP 2 with IIS Applications • JRE 1.6 • Database with ODBC/JDBC Driver SQL Server • Client system: IE 7.0 or 8.0 System IBM/PC AT compatible system Processor Intel 2 GHz Pentium 4 or equivalent Disk Space 60 GB RAM 1 GB RAM (2 GB RAM required if it runs with SQL Server) Notes • Tomcat 6.
Chapter 2: System Requirements and Installation MaxOutlook Requirements Disk Space 1 GB RAM 1 GB RAM Required: Notes • SVGA monitor (1024x768) with 256-color display or better • Keyboard and mouse AltiConsole Requirements Operating Systems • Windows 7 • Windows Vista Business Edition • Windows XP Professional with SP3 or later System IBM/PC AT compatible system .NET Framework Microsoft .NET 2.
Chapter 2: System Requirements and Installation MaxInsight Requirements Required: Notes • SVGA monitor (1024x768) with 256-color display or better • Keyboard and mouse TAPI Requirements TAPI Server TAPI Client (all 32-bit) • • • • Windows 2008 R2 Windows 2008 Windows 2003 Windows XP Professional with SP3 or later • Windows 7 • Windows Vista • Windows XP Professional with SP3 or later Boards Supported by ACC and ACM • Quantum boards are no longer supported back to the 6.0 release.
Chapter 2: System Requirements and Installation – Resource board, which can be configured as one of the following arrangments without a license: • 120 Station Conference/10 Supervisor/30 participant MeetMe (10 bridges) • 60 Station Conference/30 Supervisor/30 participant MeetMe (10 bridges) MAXCS Licenses In MAXCS 6.7, most client licenses are available in both concurrent session mode and seat-based mode. Both types can be mixed in a MAXCS system. The following licenses are available for all AltiGen 6.
Chapter 2: System Requirements and Installation Licenses for 6.7 Stand Alone Systems ACC Agent Seat Per concurrent login (Single agent logged into multiple WGs will only take one license) The following licenses are available for Softswitch/HMCP Media Server/Gateway systems only. Licenses for 6.7 Softswitch/HMCP Media Server/Gateway Systems HMCP Media Server License Available resources in the system HMCP G.711/G.723/G.
Chapter 2: System Requirements and Installation • All-in-one (Stand Alone) System Installation – Choose this option if MAXCS ACC will be operating on a single server. (This is the most common installation option.) • Multi-Gateway Softswitch System Installation – Choose this option if the Softswitch, Media Server, and gateway(s) will be running in different chassis in an enterprise deployment. On the next screen you can select which components to install.
Chapter 2: System Requirements and Installation • Call Signal Processing (SIP and H.
Chapter 2: System Requirements and Installation 1. Insert the MAXCS CD into the appropriate drive. 2. Run SETUP.EXE from the MaxAdministrator folder. 3. Follow the instructions on the screen. Uninstalling MAXCS Be sure to stop all MAXCS-related services before MAXCS uninstallation. To do this, run MaxAdministrator, log in, and select Services > Shutdown Switching from the menu.
Chapter 2: System Requirements and Installation Error Message Solution Unable to add AltiServ path to the system. Manually append c:\AltiServ \exe (if MAXCS is installed on c: drive) to your system environment path (through Control Panel > System > Advanced tab > Environment Variables > System Variables) after finishing the MAXCS installation but before restarting your system Failed to upgrade AltiServ databases. The previous database may be corrupted.
CHAPTER 3 Getting Around MaxAdministrator This chapter gives a brief overview of MaxAdministrator (MaxAdmin), the program used to configure and administer the MAXCS ACC and ACM applications. MaxAdmin has a graphical user interface with tabbed windows that makes it easy to use. Use it at the MAXCS ACC/ACM system, or use it remotely on any other PC on the LAN. Note: The commands Services > Utilities > System Data Management, and Services > Shut Down All Services cannot be performed remotely.
Chapter 3: Getting Around MaxAdministrator The MaxAdministrator Main Window When you run MaxAdmin, you’ll see a window that looks similar to the following figure. Menu bar Status bar Figure 1. MaxAdmin main window The main menu bar is at the top. Below that are buttons for quick access to commonly used configuration screens. A status bar at the bottom shows information on the current runtime status.
Chapter 3: Getting Around MaxAdministrator • Report – View the system summary and IP traffic statistics and configure SNMP (simple network management protocol). • Diagnostic – View the trace, open the Trace Collector, view the system log, shut down switching, and view the local IP dialing table. For use by authorized technical personnel. • License – View installed licenses and your license key list, add and register additional licenses, and add or remove members from a license type.
Chapter 3: Getting Around MaxAdministrator Recording. Opens the Recording Configuration window. Shortcut for System > Recording Configuration. MeetMe. Opens the MeetMe Conference window. Shortcut for PBX > MeetMe Conference. Summary. Opens the System Summary window. Shortcut for Report > System Summary. About. Opens a window that displays version and file information. Gives information about the AltiGen Technical Support Web Site. Shortcut for Help > About MaxAdmin.
Chapter 3: Getting Around MaxAdministrator Double-click a board to open a configuration window for that board. Figure 3. Boards window Extension View Window The Extension View window shows the name, location, and status of all assigned extensions. Right-click an extension to display its physical location... ...or to open a line properties window specific to the selected extension. Figure 4. Extension View window Click on any column head to sort by that column. Click again to reverse the sort order.
Chapter 3: Getting Around MaxAdministrator The radio button to the left of each extension number is green when the extension is idle, and red when the extension is not ready or in use. The Location number (for example, 01:0005) identifies the card logical ID and port (channel) number on the board. For example, in location 01:0005, the card logical ID is 1 and the port number is 005. If an IP Extension is logged on, the location will also show the IP address.
Chapter 3: Getting Around MaxAdministrator Prints selected log entries. Clears the window of all data. Figure 6. Call Log View window The window displays, for the last 30 calls, the caller line or number, the callee, the starting time in 24-hour format and the length of the call. When the call is from another AltiGen system, the call is displayed as “Caller System IP Address-Extension Number.” Workgroup View Window The Workgroup View window shows data and statistics for workgroups: Figure 7.
Chapter 3: Getting Around MaxAdministrator • Waiting Time – The longest wait time of callers in the queue • Service Level – The percentage of calls in the queue with queue time less than or equal to the defined service level threshold Current Resource Statistics Window The Current Resource Statistics window shows the total VoIP channels, available channels, and in-use channels. This window helps administrators monitor VoIP channel usage and MeetMe conference resource use. Figure 8.
Chapter 3: Getting Around MaxAdministrator • Jitter – Shows 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 figure indicates a longer than average delay. (See “Setting VoIP Codec Profiles” on page 302 for more detailed information on jitter.
Chapter 3: Getting Around MaxAdministrator Figure 9. Client Seat License Configuration screen Select a license type and then select extensions to add to the list of “members” who can always use the selected product. Make multiple selections by using Shift+click and Ctrl+click. The screen shows the total number of licenses you have for a client product and the number of licenses assigned.
Chapter 3: Getting Around MaxAdministrator Figure 10. The Utilities menu Available under MAX Communication Server ACC: • MaxAdministrator 6.7 – Lets you configure and administer your MAXCS system. • Enterprise Manager – Manages multiple systems, and is where you set up the IP dialing table and IP codec profiles. See “Enterprise VoIP Network Management” on page 297. (Available also from MaxAdmin.) • MAX Communication Server ACC Readme – Readme file for MAXCS ACC.
Chapter 3: Getting Around MaxAdministrator • Trace Collector – Collects the trace in selected MAXCS categories, within a time range specified, for debugging purposes. See “Trace Collector” on page 373. • Voice File Converter – A voice phrase conversion tool that converts WAV files to ADPCM, WAV to PCM, or ADPCM/PCM to WAV format. See “Voice File Converter” on page 376. 40 MAXCS ACC 6.7.
CHAPTER 4 System Configuration The System Configuration window provides for configuring the MAXCS ACC/ACM system-wide settings. To open the System Configuration window, you can either click the System Configuration button on the toolbar or select System > System Configuration. The System Configuration button You can then work with the following settings, each of which is accessed by a tab in the System Configuration window.
Chapter 4: System Configuration Figure 11. System Configuration, General tab You can set the following parameters and options: Parameter Description Assign a number (1-100) to the system. This ID will be used to differentiate call records if multiple systems are writing call records to the same external database. System ID Country If you intend to create a multi-site VoIP domain, this number will also be the Server ID, which is used and displayed in Enterprise Manager.
Chapter 4: System Configuration Parameter Description Enables users to distinguish between internal, external, and operator calls by the way the phone rings: Distinctive Ring • 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.
Chapter 4: System Configuration Parameter Description Check the check box to allow a supervisor to monitor, barge in on, coach, and record an agent’s non-workgroup call. Notes: • If this check box is checked, the supervisor can listen, barge-in on, coach, and record an agent's conversation regardless of the agent's login status. Call Supervision • Supervisor extension does not have to be a workgroup member to listen to, barge-in on, coach, or record an agent's conversation.
Chapter 4: System Configuration Figure 12. System Configuration, Number Plan tab Use the Number Plan tab to specify the following parameters: Parameter Description The number of digits for your extension numbering system. Valid entries are from 3–6. For example, extension 2001 and 4020 are 4-digit extension numbers.
Chapter 4: System Configuration Parameter Description The number of digits needed to match a DID (Direct Inward Dialing) number. The range is from 2 - 16. DID Number Length Each extension can be assigned a DID number. A DID number does not have a fixed length. For example, suppose the DID number length is 4 and the extension DID number is 2522999. Depending on the service contract with the Central Office (CO), the DID trunk can send all 7 digits (2522999) or just the last 4 digits (2999).
Chapter 4: System Configuration Parameter Description To set up a First Digit Translator entry, select the check box (to the left of 1-9, * or #), then enter the desired digits. When a box is checked, the digit preprocessor will replace the first digit 1-9, * or # that user dials with the digits indicated in the corresponding field. In the above example, if a user dials “*”, the system replaces this with “911”. Note: This feature is for internal extension users only.
Chapter 4: System Configuration Parameter Description 3. (optional) From the Non members list, you may select an IP extension that the Extension Dialed Digit Translator will apply to. You can apply the same Members to multiple locations. You may also enable the Bypass Account Code option if Account Codes are required. 4. Enter digits in the Dialed Number field and Translate To field.
Chapter 4: System Configuration Parameter Description Route Access – The Route Access option can be assigned to one or more digits, to route the call per the out call routing table. Out call routing, which is sometimes called ARS (Automatic Route Selection) or LCR (Least Cost Routing without carrier rate table), is described in “Out Call Routing Configuration” on page 167. Out call routing is designed to help 10-digit dialing, Zoomerang dialing, digit manipulation, and tie trunk hop-off dialing.
Chapter 4: System Configuration For each business hour profile, set the business schedule parameters as follows: Parameter Description Day Select the days of the week on which the company does business. For example, if the company does business Monday – Friday, check the check boxes for those days. 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.
Chapter 4: System Configuration Figure 17. System Configuration, Holiday tab Creating a Holiday Profile To create a Holiday Profile, 1. Click the Add button beside Profile. Enter a name and click OK. 2. To each profile, add holidays that will be included in that profile: Click the Add button below the Holiday list to create a new holiday. 3. Select a date from the calendar and enter a description for the holiday. Click OK. MAXCS ACC 6.7.
Chapter 4: System Configuration The holiday you added shows in the Holiday list. Additional holidays you create appear in the list and together make up the Holiday Profile. Setting Call Routing for a Holiday Profile To set call routing, 1. Select a Holiday Profile from the Profile list, and then select a holiday in that profile from the Holiday list. 2. Set call routing for “normal” holiday hours using the field group in the Normal section of the Holiday tab.
Chapter 4: System Configuration Figure 18. System Configuration, System Speed tab Adding Speed Dial Entries To add a speed dial entry, 1. Click the Add button. 2. The next available ID is filled in for you, or you can select the ID number using the drop-down arrow. 3. Type in a name for the Speed Dial entry, then enter the full number as you would dial it, with a maximum of 20 digits per entry.
Chapter 4: System Configuration Defining System Call Restrictions The Call Restriction tab contains settings for the following functions: • Block calls to area codes from all extensions • Define local/toll-free area codes • Lock an attacked extension • Block all outgoing trunk calls • Restrict other system users from hopping-off to make an outbound call via a tie trunk • Set 10-digit dialing area codes for using trunk access code To set up call restrictions, select System > System Configuration, and then
Chapter 4: System Configuration Setting Unrestricted Area Codes To add or remove “local” call definitions (including calls that begin with 1 but are free: 800, 888), use the Add or Delete button in the Unrestricted Area Code panel, and click Apply. The Extension Configuration’s Restriction tab references these area codes (as local and unrestricted) in its Outcall Restrictions panel.
Chapter 4: System Configuration Note: This applies only to calls that use a trunk access code. For calls using a route access code, 10-digit dialing area codes must be configured in the Out Call Routing Configuration window, Dialing Pattern tab. See “Working on Dialing Patterns” on page 171. Creating Account Codes Account Codes let you enable or force users to assign incoming and outgoing calls to particular account codes for billing, tracking, or forecasting purposes.
Chapter 4: System Configuration To learn more about internal and external CDR databases and schema, refer to the CDR Search Manual. To set up Call Reports, select System > System Configuration, then click the Call Reports tab. Figure 23. System Configuration, Call Reports tab Internal Database Configuration (Internal Log Service) The Internal Log Service (shown in the Log Service display table) is created by default.
Chapter 4: System Configuration Notes The SQL database cannot be on the same server as the MAXCS system. A system integrator or database developer will need to write a custom query to extract data from the SQL database. You can send reports from a number of different systems to the same database. AltiGen does not provide any SQL backup and restore utility.
Chapter 4: System Configuration Country-Relevant Settings The Country Relevant tab in the System Configuration window contains group boxes for setting toll call prefixes and emergency numbers. The Country field displays the country selected on the System Configuration, General tab. If your system is not in North America, The Automatic Dialing Plan Rules button is available. Figure 25.
Chapter 4: System Configuration Click the Automatic Dialing Plan Rules button. Figure 26. Automatic Dialing Plan Rules dialog box Define the Local Plan, Domestic Plan, and International Plan. A character of the pattern can be a digit from 0 to 9. It can also be a range of digits, for example, [0-3]. If it is a question mark, '?', it is equivalent to [0-9].
Chapter 4: System Configuration Figure 27. System Configuration, Audio Peripheral tab Configuring Music On Hold and Recorded Announcements Callers will hear the music or recorded announcement configured on this tab only if the user places the caller on hold. To configure Music On Hold when using audio equipment, 1. Check Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement. 2. Select the Triton Analog Station board number to which the audio equipment is attached.
Chapter 4: System Configuration The default music-on-hold file is a .wav file called “MusicOnWaiting.wav”. The file is located in the C:\PostOffice\phrases\Music folder. You can replace the file with a .wav file (or an AltiGen PCM file). A .wav file must be in 8 kHz/ 8 bit/ Mono/ u-Law format. Any optional music-on-hold files included with MAXCS are in that format. You can convert your own .wav files to this format using Microsoft Windows Sound Recorder.
Chapter 4: System Configuration Activity The Activity configuration tab is used to configure activity codes that can be displayed at AltiConsole when the extension user is absent. MaxCommunicator users, MaxAgent users, and AltiGen IP phone users can select from these activity codes to let others know where they are when they are away from their desks (meeting, business travel, etc.). A greeting associated with the activity can be recorded and played to the caller.
Chapter 4: System Configuration Figure 28.
Chapter 4: System Configuration #39 #44 #45 #46 #53 #54 #56 #59 #66 #73 #90 #91 – – – – – – – – – – – – Operator Offline Overhead Paging Overhead Paging by Trunk Group Paging Outgoing Workgroup Login Workgroup Logout Workgroup Workgroup Call Monitor Trace Collection Silent System Call Park READY to Receive Workgroup Call NOT READY to Receive Workgroup Call Session Types: Specify whether or not to allow an AltiGen SDK session for the extension.
Chapter 4: System Configuration 66 MAXCS ACC 6.7.
CHAPTER 5 Media Server and Gateway Management This chapter is for enterprise deployment using Multi-Gateway Softswitch architecture with the Softswitch, media server, and gateway(s) running in different chassis. In a single chassis all-in-one installation, gateway management configuration is not required. With Multi-Gateway Softswitch architecture, MAXCS can control telephony boards that reside in different chassis (gateways) and make them function as a unified system.
Chapter 5: Media Server and Gateway Management Figure 30. Up to 1,000 users deployment Figure 31. Multi-Gateway Softswitch deployment using OFFICE3G server Note: MAXCS and gateway servers have to be on the same LAN. Connecting a gateway from a remote site to the MAXCS site through a WAN connection is not supported. The WAN network delay and latency may cause synchronization signal failure between MAXCS and the gateway. An AltiGen Gateway license is required to set up a gateway.
Chapter 5: Media Server and Gateway Management • Add and delete a gateway • Attach and detach a gateway • Change a gateway name, IP address, password, country • Set TDM Bus mode for a gateway • Set CT-Bus clock for a gateway • Set whether the gateway is in service or out of service To open the Softswitch Component Configuration window, select System > Softswitch Component Management. Figure 32.
Chapter 5: Media Server and Gateway Management Parameter Description Type Shows whether this is a media server or gateway. If the ID is other than 00, you cannot change the type in this configuration screen. If you want to change the type, you need to delete the entry and recreate it. You need to have sufficient Gateway or Media Server Licenses in order to add an entry. Address The IP address of the selected gateway. Password The password assigned to the selected gateway.
Chapter 5: Media Server and Gateway Management Adding and Attaching a Gateway ! Always try to attach a gateway when call activity in the system is low. If resources are being used in one of the gateways, ongoing calls may be dropped.. To attach a gateway to the MAXCS system, you must first add it to the list in the Softswitch Component Configuration window. To add a gateway to the list, 1. Click the Add button. 2. Set this gateway’s unique number.
Chapter 5: Media Server and Gateway Management To detach a gateway from the MAXCS system, 1. Select the gateway you want to detach. 2. Click Detach. You are asked for confirmation. 3. Click Yes. A message indicates that the detachment was successful, and the Status field of the gateway reads Disconnected. To delete a gateway from the Softswitch Component Configuration window, first detach the gateway. Then select the gateway you want to delete, and click Delete. The gateway disappears.
Chapter 5: Media Server and Gateway Management Figure 34. AltiGateway Configuration Tool The window displays gateway settings, product version, and a board view for the gateway, showing each board’s name and serial number. The settings: Parameter Description Gateway IP Address The IP address of the gateway identified in the title bar. Gateway ID Setting Shows the unique numeric ID of the gateway identified in the title bar. (Editable field.
Chapter 5: Media Server and Gateway Management Figure 35. Softswitch Component Configuration window, Applications Server tab 74 MAXCS ACC 6.7.
CHAPTER 6 Voice Mail Configuration Use the Voice Mail Configuration window to control the following: • How the system processes voice mail notification • How the system processes voice mail deletion and expired messages • How the system records voice mail, system phrases, custom phrases, personal greetings, directory name recording, and queue phrases • Enable/disable SMTP/POP3 service to deliver voice mail to an e-mail address as an attachment • Enable/disable Microsoft Exchange synchronization service,
Chapter 6: Voice Mail Configuration Figure 36. Voice Mail Configuration, Messaging tab Setting Message Notification Retries When a message is sent to a user’s voice mailbox and outcall notification is configured, the system will try to call a phone number, pager, or an extension to deliver notification. You can set the retry setting for the notification as follows: Parameter Description Maximum Retry Count Can be between 0 and 16.
Chapter 6: Voice Mail Configuration Parameter Description Warn Expiration of Saved Messages If checked, the system warns the user that saved messages will be deleted due to their retention time expiring. The message is given the day before the messages are automatically deleted, and the user then has the option to either keep or delete the messages. By default, this feature is enabled. Note: If this feature is disabled, saved messages are deleted automatically without warning when they expire.
Chapter 6: Voice Mail Configuration Parameter Synchronize with Exchange Description Allows a two-way synchronization between a user's Altiserv voice mail and the user’s Outlook-readable mail messages with their attached .wav files in the user's inbox. When e-mails or voice mails are deleted from one server, they are automatically deleted from the other server as well. (This is what previous AltiGen releases have offered.
Chapter 6: Voice Mail Configuration Parameter Description To turn on the message waiting light on the desktop phone and allow AltiGen CTI client applications to manage voice mails, the voicemail files are replicated back to MAX Communication Server. When a voicemail file is heard, marked save, or deleted from an AltiGen client application, the voicemail attribute is changed in the Exchange server accordingly.
Chapter 6: Voice Mail Configuration To configure distribution lists, select System > Voice Mail Configuration, then click the Voice Mail Distribution List tab. Figure 37. Voice Mail Configuration, Voice Mail Distribution List tab Defining a Distribution List 1. On the Voice Mail Distribution List tab, select an ID (00 – 99) in the System Distribution List ID list.
CHAPTER 7 Auto Attendant Configuration The auto attendant (AA) feature provides quick and courteous processing of all incoming calls. An AA can be configured to serve as a primary attendant or as a backup to a receptionist. In a call-heavy environment the AA can greatly reduce the number of calls that need to be handled by the operator. You can set up to 255 different AAs. AA features include: • Multiple levels of tree structure. • Repeat current level or jump to a specific level.
Chapter 7: Auto Attendant Configuration Example: AA Planning Auto Attendant ID: 100, Phrase 10 Auto Attendant ID: 110, Phrase 20 Main Menu for XYZ Office Digit Meaning 1 Reserved for Extensions 2 (no prompts) 3 4 5 6 7 8 9 0 Action Collect Extension Collect Extension Collect Extension Express Expand Tree Support (No. 110) Sales Expand Tree (No. 120) Technical Expand Tree Support (No. 130) Phone FAQs Expand Tree (No.
Chapter 7: Auto Attendant Configuration Copies an AA to a selected ID. Exports all your AA settings to an HTML file Figure 38. AA Select window • Edit – Update the selected AA. • Add – Add a new AA. Select an ID in the list and type in a descriptive Name for the AA, then click OK. • Clear – Clear all edits to the selected AA, restoring system defaults. • Copy From – Make a copy of an AA (and then modify it, as you like): 1. Select your target ID from the AA Select window. 2. Click Copy From. 3.
Chapter 7: Auto Attendant Configuration Figure 39. AA window Note: You can check the Hide ‘No Action’ Items check box to hide items that are set to “no action.” This will give you a cleaner view of your various action items. Configuring Menu Items The AA is a tree-based structure with unlimited tree levels. The following rules guide the basic AA configuration: • • • • Each item is an action point with its ID number and name. The top of the tree is a "O" (for Origin). A timeout is indicated by a "T".
Chapter 7: Auto Attendant Configuration Action Description Level - Go to Top Level Go to the top level and repeat action items on the top level. Level - Go to Specified Item Goes to selected menu item at any level. A list opens, from which you select the item. Call - To Ext./ Group Transfers call to an extension or group number you select in the list. Call - To Operator Routes the call to the operator (the operator is defined in the System Configuration window).
Chapter 7: Auto Attendant Configuration Collecting Digits When a caller selects the "Collect Digits" action item, a custom phrase is required to advise the caller how many digits are required. The system will look at "Min Length" and "Max Length" to determine if the collect digit action was successful or failed. • If successful, the system executes the sub-level "&" action item. • If failed, the system executes the menu item you define as a fail over action.
Chapter 7: Auto Attendant Configuration • Web Call Response Timeout – The length of time the system will wait for digits after responding to a Web call before timeout. Making Auto Attendant Assignments Once the AAs are set up, you can use them in various in-call routing situations—trunk, DNIS, caller ID, in-call routing, and an answering option for an extension or workgroup. For example, for trunk /AA assignments, see “Incoming Call Routing” on page 159.
Chapter 7: Auto Attendant Configuration Phrase # Phrase 0294 Thank you for your patience. We should be with you soon. 0295 Thank you for your patience. We should be with you soon. 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. 0296 We apologize for the extended delay, but our current call load is abnormally high.
Chapter 7: Auto Attendant Configuration 4. Ask the studio to convert the WAV file(s) into the proper MAXCS format. • If using Worldly Voices, this conversion is done for you. • If you are using a studio other than Worldly Voices, use the Voice File Conversion utility. This utility converts an audio file recorded at either 8KHz or 11.025KHz in the WAV format to an MAXCS-playable audio file. 5.
Chapter 7: Auto Attendant Configuration 90 MAXCS ACC 6.7.
CHAPTER 8 Multilingual Configuration MAXCS supports multiple language prompts (8 languages total) for trunk calls and extension users, letting you configure your system to handle the following types of scenarios in a multilingual environment: • An auto attendant (AA) may serve callers who speak different languages. MAXCS can be configured to let the caller select a preferred language in which to hear prompts. Once a language is selected, the whole call session will use the selected language.
Chapter 8: Multilingual Configuration • Enable the extension user to change the preferred language for the extension by using a feature code #12, if desired. • Configure the Language Setting in DNIS, if desired. Creating Language Phrase Packages For each set of phrases you want in a different language, you need to have phrases recorded in that language. See “Using Professionally Recorded Phrases” on page 88 for details.
Chapter 8: Multilingual Configuration Configuring for a Multilingual System To configure MAXCS as a multilingual system, select System > Multilingual Configuration. The Configuration page opens to the Language tab. Here you will add references to the language directories you created. These are the directories that contain phrases in other languages. Figure 42.
Chapter 8: Multilingual Configuration Enabling Multilingual Support in the Auto Attendant After you have recorded phrases and added a reference to their directories in the Multilingual Configuration > Language tab, as described earlier, you are ready to enable multilingual support in the auto attendant. 1. Select System > Multilingual Configuration > AA tab. 2. From the list at the left, select the AA you want to configure. 3. Check the Enable Multilingual Support check box.
Chapter 8: Multilingual Configuration Figure 43. Selecting a language for an extension user In the Language list, select the desired language, and click OK. Extension User Can Change Language Setting Extension users can change the extension’s language setting by using feature code #12, if feature code #12 is configured on the System > Multilingual Configuration > Feature Code tab: MAXCS ACC 6.7.
Chapter 8: Multilingual Configuration Figure 44. Configuring feature code #12 to enable a user to change an extension’s language selection To configure feature code #12 for language selection: 1. Check the Language Selection Prompt check box. 2. Select the prompt the extension user will hear after pressing #12. You must know the text of this prompt, so you can match the languages to the correct numbers in the next step.
Chapter 8: Multilingual Configuration All feature codes are enabled, by default. Lastly, the extension user must have a feature profile assigned to him that includes #12. This is done on the Extension Configuration > General tab. To assign feature code #12 to an extension: 1. On the PBX > Extension Configuration > General tab, select the extension. 2. In the “Personal Information” panel of the General tab, assign a Feature Profile that includes #12.
Chapter 8: Multilingual Configuration Figure 45. Configuring the language setting in DNIS See “DNIS Routing” on page 163 for rules and restrictions on routing using DNIS. Which Language Will Be Used? MAXCS follows these rules to determine which language to use: 1. The extension user hears the prompts in the language configured or selected via the #12 feature code. 2. If the external caller selects a language in the auto attendant, MAXCS uses the selected language.
CHAPTER 9 Call Recording Configuration To use the centralized call recording function, make sure the following requirements are met: • You need a recording seat license for each extension that will be recording: either Dedicated Recording Seat licenses assigned to particular extensions or a Concurrent Recording Session license that is shared by a fixed number of extensions. • It is recommended that you have a separate storage server to store recorded files.
Chapter 9: Call Recording Configuration • calleeID is the target number or trk(bbcc) • workgroupID is the workgroup number for a workgroup call, or ext for extension call • DNIS is the DNIS number or NA for no DNIS number • sessionID is the CDR session ID Configuring Call Recording To configure system-wide call recording, including centralized recording for multiple gateways, you can either click the Recording button on the toolbar or select System > Call Recording Configuration. Figure 46.
Chapter 9: Call Recording Configuration • • • • 5. FTP Server – The IP address of the FTP server. FTP Access Account – An FTP server account name that gateways can log in to. FTP Path – The directory that the files will be transmitted to on the FTP server. Password – FTP account password. Click FTP Test to verify that login to the FTP server is successful. Click OK.
Chapter 9: Call Recording Configuration Figure 48. “Sign up for online storage or connect to a network server” link This opens the Add Network Place Wizard. Figure 49. 3. Add Network Place Wizard Click Next. 102 MAXCS ACC 6.7.
Chapter 9: Call Recording Configuration Figure 50. 4. Click Choose another network location and click Next. Figure 51. 5. Add Network Place Wizard Add Network Place Wizard - Internet/Network Address Type the address of the Web site, FTP site, or network location in the field, for example,”\\ServerName\sharefolder”; or use the Browse button to locate the destination path. Click View some examples for correct formatting. Then click Next. MAXCS ACC 6.7.
Chapter 9: Call Recording Configuration Figure 52. 6. Type a name for the network place and click Next. Figure 53. 7. Add Network Place Wizard - Shortcut Name Confirmation screen Click Finish. The network place you created should appear on the desktop. 104 MAXCS ACC 6.7.
Chapter 9: Call Recording Configuration Figure 54. 8. Network Place Created In the Recording Configuration window, use the Browse button to select the network place as the destination folder. Figure 55. Recording Configuration Window MAXCS ACC 6.7.
Chapter 9: Call Recording Configuration 106 MAXCS ACC 6.7.
CHAPTER 10 Application Extension Configuration The application extension is an extension pilot number that allows an SDK-based addon application to log into the system and establish a communication channel to control trunk channels and interact with the system core PBX switching and voice processing service.
Chapter 10: Application Extension Configuration Figure 56. Application Extension Configuration window To set up an application extension, 1. In the configuration window, click Add and enter an extension number. Click OK. The application extension shows in the AppExt List. 2. Type a password in the Password field. 3. Enter a description of the application, if desired. Click OK.
Chapter 10: Application Extension Configuration Readying the Application If a third-party application is connecting to this extension, make sure the application is properly set to log into the application extension. If the third-party application is logged in, the status shown in Figure 56 changes to “connected.” MAXCS ACC 6.7.
Chapter 10: Application Extension Configuration 110 MAXCS ACC 6.7.
CHAPTER 11 Board Configuration This chapter shows how to configure AltiGen telephony boards: • Triton Resource Board, page 113 • Triton 30-Party Conference Board, page 114 • Triton Analog Station Board, page 114 • Triton Analog Trunk LS/GS and LS Boards, page 114 • Triton VoIP Board, page 115 • Triton T1/E1 Boards, page 116 • Virtual Boards SIP and H323, page 129 • Virtual Board HMCP, page 131 • MAX1000/2000 Board, page 137 • Virtual MobileExtSP Board, page 138 For information on how to install AltiGen bo
Chapter 11: Board Configuration Figure 57. Boards window Double-click the board you want to configure, and a Board Configuration window opens, similar to the following figure. Figure 58. Board Configuration window These are the attributes and buttons in the Board Configuration window (see each board type in the sections that follow for additional notes on each type): Parameter Description Board Logical ID: assigned by MAXCS.
Chapter 11: Board Configuration Parameter Description Logical Channel, Type, and Physical Channel for the entire board. Channel Mapping List Double-click a channel to open a line configuration dialog box or a trunk configuration dialog box, as appropriate. To reset the channel, select the channel to reset and click the Reset Channel button, then click OK. Applicable to T1/E1 and the MAX family of boards only.
Chapter 11: Board Configuration This option is in the Extension Configuration window Using the Triton MeetMe Conference Board The Triton MeetMe conference board requires no configuration. Board resources are available when it is installed. You do have to assign a MeetMe Conference extension (select PBX > MeetMe Conference Configuration). One MeetMe conference board is supported in a system. Note: In a multiple gateways installation, the MeetMe conference board can be in any gateway server.
Chapter 11: Board Configuration Double-click the board in the Boards window to open the Board Configuration window, similar to Figure 58 on page 112. See attribute descriptions below Figure 58. Note the following additional information: • Double-clicking a channel in the Channel Mapping List opens a channel configuration dialog box. See “Triton Analog Station Line Properties” on page 184.
Chapter 11: Board Configuration If you change this configuration, you must restart the switching services for the change to take effect. Figure 61. Board Configuration window Configuring the Triton T1/E1 Board Through MaxAdmin, the Triton T1/E1 board can be configured for either digital T1 CAS (channel associated signaling), T1 PRI (Primary Rate Interface), E1 CAS, or E1 PRI. Both T1 CAS and T1 PRI carry 24 channels using time-division multiplexing (TDM) at an overall rate of 1.544 Mbps.
Chapter 11: Board Configuration Figure 62. Triton T1/E1 Configuration dialog box (For information on adding and removing mobile trunks, see “Mobile Extension Configuration” on page 225.) T1 and E1 Configuration Double-clicking a channel group for a Triton T1 board in the Channel Group Info pane opens a T1 or E1 Configuration dialog box, as in Figure 63 and Figure 64. Figure 63. Triton T1 configuration dialog box MAXCS ACC 6.7.
Chapter 11: Board Configuration Figure 64. Triton E1 configuration dialog box Reading the Status Messages If the channel group is working, the Status line displays OK. This status line is updated every 3 seconds. If there is an error, a message is displayed. The following table lists the types of error messages and the appropriate actions. Error Message Meaning HW failure: Major hardware problem. Board is not responding to commands.
Chapter 11: Board Configuration Error Message Meaning Action L1 failure: Layer 1 failure, CO notifies that the configuration is wrong; RAI = Remote Alarm Indicator Correct the settings. L1 failure:
Chapter 11: Board Configuration Setting the Configurable Options These are the options you can set: Option Notes • For T1, you can set Frame Type to either SF or ESF. SF (Superframe Format) consists of 12 consecutive frames. ESF (Extended Superframe Format) consists of 24 consecutive frames. Frame Type • For E1, you can set the Frame Type to either No CRC or CRC4. CRC4 is embedded into 16 consecutive frames. • For T1, you can set the Line Code to either AMI or B8ZS.
Chapter 11: Board Configuration Setting up Channels on the Triton T1/E1 Board This section discusses setting up T1 CAS, T1 PRI, E1 CAS, or E1 PRI channels on the Triton T1/E1 board. Click the Protocol button in the T1 or E1 configuration dialog box (see Figure 64) to open the Protocol Configuration window, shown below. The Triton T1/E1 Board can be configured to either CAS or PRI through the configuration options in the window. The CH -> Type list on the left side of the window displays the channel types.
Chapter 11: Board Configuration Figure 66. T1 CAS Protocol Configuration dialog box (top half) Selecting Span Types • T1 CAS – Select this option to associate all channels on the span to T1 CAS. • Regular ISDN PRI – Select this option to indicate 23B+D ISDN PRI span and to designate the last channel as the D channel. • Enable Tie Trunk – Check this box to enable a tie trunk. Tie trunks must terminate to a system also configured as a tie trunk. Note: This option not available when E1 CAS is selected.
Chapter 11: Board Configuration Figure 68. E1 CAS Protocol Configuration dialog box (top half) Selecting Span Types • E1 CAS – select this option to associate all channels on the span to E1 channel associated signaling. • Regular ISDN PRI – select this option to indicate 30B+D ISDN PRI span and to designate the 16th channel as the D channel. • Enable Tie Trunk – check this box to enable a tie trunk. Tie trunks must terminate to a system also configured as a tie trunk.
Chapter 11: Board Configuration • 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 MAXCS systems are connected back to back. In such a configuration, one MAXCS system must be configured as Network and the other as User. For example, set one to NI-2 PRI Network and the other to NI-2 PRI.
Chapter 11: Board Configuration Configuring an ISDN Numbering Plan The ISDN Numbering Plan button in the Protocol Configuration window opens the PRI ISDN Numbering Plan dialog box. This function allows you to select how the system will identify and code the Called Number for six different types of calls. This coding instructs the CO on how to interpret the number being sent to it. Figure 71.
Chapter 11: Board Configuration • Numbering Plan: – – – – Unknown ISDN National Private The setting Unknown is used when the user or network has no knowledge of the numbering plan. In this case, the number digits field is organized according to the network dialing plan. B Channel Maintenance Message: This setting controls B channel initialization and maintenance message exchange between MAXCS and the CO, when the system starts up.
Chapter 11: Board Configuration Setting PRI Calling Numbers A PRI Calling Number Setting in the bottom half of the Protocol Configuration dialog box lets you set the numbers you want your Carrier to accept. Figure 72. PRI Calling Number Setting Most PRI trunks allow an AltiServ system to send calling numbers. For example, 10 different extensions in the same PBX system have 10 different DID numbers. With the calling number feature provided by Carriers, the callee will receive a more accurate caller ID.
Chapter 11: Board Configuration If AltiServ detects the Calling Number is not accepted by the Carrier, it will always send the number you enter in the text box at the lower right side of the dialog box as the Calling Number. Enter an appropriate Calling Number in this box. Installing a Channel Service Unit (CSU) This section discusses installing a CSU to the Triton T1 or T1/E1 Board. The channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX.
Chapter 11: Board Configuration Configuring Virtual Boards SIPSP and H323SP A VoIP connection typically consists of two parts: • Signal Channel – responsible for setting up and tearing down a call using protocol. For example, SIP protocol is used in MAXCS to build a signal channel between the server and the IP phone. • Media Path – responsible for encoding, transmitting, and decoding voice for both parties.
Chapter 11: Board Configuration If you change the number of SIP extension or tie trunk channels, you must stop and restart the switching and gateway services. Figure 73. SIP Signaling Channel Configuration dialog box The number of configured channels and licensed channels are displayed. AltiServ is set by default to support 60 SIP extension channels. You can change the number of SIP extension channels and tie-trunk channels.
Chapter 11: Board Configuration If you change the maximum number of trunk channels, you need to reboot the MAXCS system. Figure 74. H323 Configuration You can change the following parameters: • FastStart Enabled: The FastStart Enabled option reduces the number of H.323 messages to be sent between two H.323 devices when initiating a call, thus reducing the time needed to establish a call. There may be a compatibility issue with firewall or NAT devices, if you select this option.
Chapter 11: Board Configuration From a deployment point of view, an HMCP media server can be installed in the same Softswitch system sharing the same CPU or can be in a stand-alone server with a dedicated CPU. Notes: • Do not install HMCP service in a system with AltiGen's Triton telephony board. It will cause resource conflict. • Remove the Triton Resource board and MeetMe conference board from OFFICE systems running as a gateway.
Chapter 11: Board Configuration If you decrease the number of HMCP resources, the system must be rebooted for the configuration to take effect. If you increase the number of resources, the system does not have to be rebooted. You may change the assigned number by entering a different number (up to the number your system is licensed for and not to exceed the maximum limit for each HMCP board) in the Assigned to this board fields and clicking Apply.
Chapter 11: Board Configuration Total G.711 VPR = Total number of extensions X 2 Total G.711/723/729 VPR = Total number of remote IP phone users + Total Tie Trunk Channels that will use compressed codec • Adding HMCP licenses or changing assigned numbers does not require restarting the AltiGen switching service.
Chapter 11: Board Configuration Scenario 2: Single Standalone HMCP Media Server For 200 to 1,000 users without an extensive amount of recording resources, fewer than 200 concurrent recording sessions, you may deploy a stand-alone HMCP Media server as shown below. The Home Media Server ID should be changed to "01" for all IP extensions, assuming HMCP Media server is using ID 01. MAXCS ACC 6.7.
Chapter 11: Board Configuration Scenario 3: Multiple HMCP Media Servers For 500+ PBX users or 200+ call center agent installations that require more than 200 recording sessions, you may deploy multiple HMCP Media servers to achieve load balancing and failover protection. The following example shows two HMCP media servers to provide up to 2,000 G.711 VPR, 400 compressed codec, and 240 members of Station or MeetMe conferencing.
Chapter 11: Board Configuration If you have two or more HMCP Media servers, the system will provide failover in the event that one Media server is off-line. When the Home Media server for an IP extension is not available, the media manager in the system will search available resources from other Media servers when that extension requests media service.
Chapter 11: Board Configuration • Double-clicking a T1/E1 channel group opens the channel group configuration dialog box. For information on configuring in this dialog box, see “T1 and E1 Configuration” on page 117. This is available on T1 or E1 channel groups only. • In the channel group configuration dialog box, click the Protocol button to open the Protocol Configuration dialog box. For information on configuring protocol, see “Setting up Channels on the Triton T1/E1 Board” on page 121.
CHAPTER 12 Trunk Configuration Trunk attributes and parameters are set using the Trunk Configuration window. The attributes and options available depend on the type of board and trunk. This section discusses general configuration options applicable to all trunks, followed by specific configuration options for the following trunk types: • H.
Chapter 12: Trunk Configuration Opening the Trunk Configuration Window To open the general Trunk Configuration window, you can do one of the following: • Click the Trunk Configuration button in the toolbar. • Select PBX > Trunk Configuration. • Double-click a trunk in the Trunk View window. Selecting Channel Properties from the right-click menu in Trunk View bypasses the general Trunk Configuration window to open a trunk properties window specific to the selected trunk. Figure 79.
Chapter 12: Trunk Configuration The list on the left shows all the configured trunks. The Location format is the same as in the Trunk View window, that is, Logical Board ID : Channel Number. The logical board ID is assigned by the system. This ID may change when a telephony board is added into or removed from the system. When you select a trunk in this list, the options and parameters for the trunk appear in the settings in the right side of the window.
Chapter 12: Trunk Configuration • Area Code – The local area code for each trunk. Enter a three-digit area code. If left blank, the trunk assumes the home area code defined in the General tab of the System Configuration window. This configuration is for each trunk in the system and will negatively affect features such as Zoomerang if the area code is not configured properly. • Direction – The trunk direction can be Outgoing only, Incoming only, Both Outgoing and Incoming, Paging, or E911.
Chapter 12: Trunk Configuration 3. If PRI trunk channel has area code and caller ID configured, this number will be transmitted. If not configured, go to next. 4. PRI will transmit the system home area code and main number defined in System Configuration, General tab. • Description – Descriptive information such as the company name for the assigned Phone Number, or appropriate agency if this trunk provides 911 access. • Trunk Dialing Scheme – Overlap or En-bloc dialing.
Chapter 12: Trunk Configuration Number]. An incoming tie trunk call will be routed to the target extension and all the In Call Routing rules will be bypassed. If you do not check this box for system-tosystem tie trunk, the system will check the Ext. DID/DNIS Routing/Caller ID Routing table first. If there is no match, the trunk In Call Routing rule will apply. Note: The Enable Tie Trunk field under Board Configuration > Protocol needs to be enabled for T1/PRI tie trunks as well.
Chapter 12: Trunk Configuration SIP Tie Trunk Properties To open a configuration dialog box for a SIP tie-trunk channel, do one of the following: • If you’re in the Trunk Configuration window, select a Triton VoIP channel from the trunk channels list, and then click the Trunk Properties button. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. Figure 81. Configuration dialog box for a Triton VoIP channel See “Configuring the SIPSP Board” on page 129.
Chapter 12: Trunk Configuration • RFC 2833 for DTMF tone delivery • SIP MD5 authentication with SIP registration • If AltiServ is behind NAT, verify that your SIP SP can support this configuration. When subscribing to SIP Dial Tone service, typically your service provider will provide you with the information required in the configuration dialog box shown in Figure 82. Enter these service parameters to each SIP trunk channel configuration individually. Note: This is signal only trunks.
Chapter 12: Trunk Configuration • Domain – The Domain Name of the SIP Trunk service provider, if required. • SIP Register Period – How frequently the AltiGen system needs to send SIP registration packets to the service provider. This can detect if the service provider is up or not. Some service providers do not accept SIP Register messages. In these cases, you can disable sending SIP Register messages from AltiServ by setting the SIP Register Period to 0.
Chapter 12: Trunk Configuration The fields in this dialog box are described in the following table. Field Description Not Sent (default) – Do not send transmitted caller ID FROM Header – Send the caller ID using the SIP FROM header SIP Protocol Field P-Preferred Identity – Send the caller ID using the SIP P-Preferred Identity header P-Asserted Identity – Send the caller ID using the SIP P-Asserted Identity header Carrier can accept any number This is the default.
Chapter 12: Trunk Configuration Triton T1/E1 Trunk Properties To open a configuration dialog box for a Triton T1/E1 channel, do one of the following: • If you’re in the Trunk Configuration window, select a Triton T1/E1 channel from the trunk channels list, then click Trunk Properties, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. Figure 83.
Chapter 12: Trunk Configuration Parameter Max. seconds before the first digit Max. seconds between digits Description 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 collected. All other options will be grayed out.
Chapter 12: Trunk Configuration Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequence window. Figure 84. Sample Incoming Sequence window When a call comes in, the system tries to match the incoming sequence to either the first or second Incoming Sequence Digit String sequence. If no match is found, no Caller ID or DID digits will be collected. • The system waits 3 seconds for the first digit to arrive.
Chapter 12: Trunk Configuration Figure 85. Triton Analog Trunk GS/LS Properties window Note that you can use Apply to in this dialog box to apply changes to other trunks of the same type.
Chapter 12: Trunk Configuration Parameter Description Match Impedance button Changes the Impedance setting to the best match for the selected trunk channel, and then measures noise and returned echo with this impedance setting. Results are displayed in the Diagnosis section of the dialog box. The system automatically runs a matching test upon system startup, unless you disable the feature.
Chapter 12: Trunk Configuration Parameter Trunk to Trunk Gain Description This configuration is to set Gain for calls that involve two analog trunks (one in and one out). Because an analog trunk typically has energy loss of 3-12 dB, a two-trunk operation, like VM out call and MobileExt, may have low volume issues because energy loss is doubled. This configuration can compensate for the energy loss. The valid range is 0 to 6 dB. Recommended value is 3 dB.
Chapter 12: Trunk Configuration Using the Match Impedance Button Whenever a new analog trunk is connected to an empty port or is replacing an existing trunk, you will need to use the Match Impedance button to select the best impedance profile. To do this, follow these steps: 1. Click Impedance Match. While the match is in process, you’ll see a “progress” box. When the process is complete, a dialog box offers information. Figure 86.
Chapter 12: Trunk Configuration Figure 87. Impedance Match Result 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.
Chapter 12: Trunk Configuration 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 Advance. 2. Increase the Transmitting gain to IP Extension to 9 for the Triton Analog Trunk.
Chapter 12: Trunk Configuration 4. Select a trunk as a testing reference – an analog trunk with a specific phone number is best – and set the trunk In Call Routing to the Test Line Loss AA. Figure 90. Setting trunk In Call Routing to an AA 5. Call from one trunk to the testing reference trunk. You should hear a 1kHz tone playing at the originating side. 6. While the tone is playing, measure the Rx Level at the trunk that is making the outgoing call.
Chapter 12: Trunk Configuration If the reading is worse than -18 dB, you should contact your CO to adjust the line loss to the acceptable range. Incoming Call Routing To set incoming call routing for a trunk, select the trunk on the General tab, then click the In Call Routing tab in the Trunk Configuration window. The trunk location shows in the title bar. Figure 91.
Chapter 12: Trunk Configuration • Non Workdays Within each of these time slots, you have the following routing options for incoming calls: • Route to an extension selected in the list • Route to an auto attendant number selected in the list • Route to a Line Park line selected in the list (see “Line Park Configuration” on page 253) • Route to the operator Outgoing Call Blocking To set outgoing call blocking for a trunk, select the trunk in the General tab, then click the Out Call Blocking tab in the Tru
CHAPTER 13 In Call Routing Configuration In Call Routing rules determine how the system routes incoming trunk calls to various targets. The system’s routing steps are as follows: Step Routing Process 1 Match DID number configured in extension, workgroup, or hunt group. If there is no match, go to the next step. Match caller ID defined in the Caller ID Routing table. If there is a match and • today is a holiday, route the call according to the Holiday Profile’s routing 2 rules.
Chapter 13: In Call Routing Configuration In order to locate an entry in the Caller ID table for an incoming call, a full match is required. To access Caller ID routing, click the Caller ID Routing tab in the In Call Routing Configuration window. Figure 93. In Call Routing window, Caller ID Routing tab Adding and Deleting Caller ID Route Entries To add entries to the Caller ID routing table, click the Add button.
Chapter 13: In Call Routing Configuration • 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 a particular extension selected in the list • Route to a particular auto attendant selected in the list • Route to the operator Also, you can set additional routing attributes based on: • Holiday Profile – Routes incoming calls based on Holiday Profiles configured in System Configuration (see
Chapter 13: In Call Routing Configuration Figure 94. In Call Routing window, DNIS Routing tab Adding and Deleting DNIS Route Entries To add entries to the DNIS routing table, click the Add button. Type in a DNIS Number and a descriptive DNIS Name, and then click OK. The number and name entries have the following requirements: • The DNIS Number must be the numbers 0–9 (the hyphen is not accepted in this dialog box). For example, 2529876 is an acceptable entry, but 252-9876 is not.
Chapter 13: In Call Routing Configuration Within each of these time slots, you have the following routing options for incoming calls: • Route to a particular extension selected in the list • Route to a particular auto attendant selected in the list • Route to the operator Also, you can set additional routing attributes based on: • Holiday Profile – Routes incoming calls based on Holiday Profiles configured in the System Configuration window (see “Routing Calls on Holidays” on page 50) • Business Hours P
Chapter 13: In Call Routing Configuration 166 MAXCS ACC 6.7.
CHAPTER 14 Out Call Routing Configuration There are two ways to initiate outbound dialing in an AltiGen PBX: • Using the trunk access code – The trunk access code is easy to configure and use. However, it does not have the capability to resolve complicated dialing situations. • Using the route access code – Using the route access code with the Out Call Routing table can resolve the following complicated dialing situations: – Multiple 10-digit dialing area codes.
Chapter 14: Out Call Routing Configuration The following configuration steps may help you configure out call routing correctly. 1. Before you configure Out Call Routing, make sure a route access code is configured in the System Configuration window, Number Plan tab. If you have a problem changing a first-digit assignment in the Number Plan tab to a route access code, you may need to set the Access Code in the Trunk Configuration window for all trunks to None. 2.
Chapter 14: Out Call Routing Configuration Figure 95. Out Call Routing Configuration, Route Definition tab Parameter Description Route Index For identification purposes only. Route Name Description of the route (maximum 40 characters). You can insert or delete digits from the dialed number. See configuration samples to learn how to use digit manipulation in different situations. Digit Manipulation Insert to Head: Insert a string of digits in front of the dialed number.
Chapter 14: Out Call Routing Configuration 5. Click Apply. To delete a route, select the route you want to delete and click the Delete button. Setting Default Routes You can set default routes for four types of outgoing calls: local, long distance, international, and emergency. ! It is important that you set up default routes right after routes are defined. Failing to do so will cause outbound dialing failure.
Chapter 14: Out Call Routing Configuration Working on Dialing Patterns If your system is using a route access code, most likely you have one of the following situations: • Your area may have multiple 10-digit dialing area codes. • Your area may have both 10-digit and 1+10 digit dialing in a same area code. • Your system needs to borrow another system's trunk to make an outbound call over an IP or tie trunk. • You would like to block a dialing pattern in addition to system restriction setting.
Chapter 14: Out Call Routing Configuration Dialing pattern configuration tips • If a dialing pattern has multiple routes assigned to it, the system will try to use the first route configured to process the call that has this dialing pattern. If the first route is busy or not in service, the system will use the second route, and so on. • If a dialing pattern requires the system to add or remove digits, a route with digit manipulation configuration needs to be set up correctly.
Chapter 14: Out Call Routing Configuration 3. On the Dialing Pattern tab, add two dialing patterns: “1214” and “1972”, each with a pattern length of 11. 4. Define a route called “10-digit Dialing” and add all T1 channels to the route. In the “Digit Manipulation” section, check the first box, select Delete from Head, and delete 1 digit: 5. Apply the “10-digit Dialing” route to dialing pattern 1214 and 1972: MAXCS ACC 6.7.
Chapter 14: Out Call Routing Configuration Resolving Dialing Delay for Non-USA/Canada Countries When installing the AltiGen system outside of North America, you may experience dialing delay when dialing through E1/PRI trunks that are using en-bloc (buffering digits and sending all digits at once). The system dialing logic may cause a 7-second inter-digit dialing delay for en-bloc trunks. To reduce the dialing delay, the following configuration is recommended: 1.
Chapter 14: Out Call Routing Configuration 3. On the Dialing Pattern tab of the Out Call Routing Configuration window, add dialing pattern definition entries for the following prefixes: • prefix = 0, length = 11 • prefix = 00, length = 14 • prefixes = 1-9, each length = 7 In the Route Priority field, use the list to select the En-Bloc route definition (assigned in step 2). The Dialing Pattern tab should look similar to the next figure.
Chapter 14: Out Call Routing Configuration 176 MAXCS ACC 6.7.
CHAPTER 15 Extension Configuration The Extension Configuration window provides for creating extensions and setting their attributes. To open the Extension Configuration window, either click Extension Configuration on the toolbar or select PBX > Extension Configuration. Note: To set up an application extension, see “Application Extension Configuration” on page 107. To set up an IP extension, see “Setting Up IP Extensions” on page 207.
Chapter 15: Extension Configuration • Physical Extensions are associated with a physical port and device, usually a telephone set. This is what most users think of as an extension. • Virtual Extensions are not associated with a physical port. Virtual extensions can be used as message mailboxes and in telephone sharing environments. Users of a virtual extension can log in on any available station to access physical extension features using Feature Codes.
Chapter 15: Extension Configuration Agent/Supervisor/Extension list. No configuration is needed on other AltiServ systems on behalf of this extension. These are the benefits of making an extension a Global extension in a multi-site installation: • A user from any system only has to dial the Global Extension number, and AltiEnterprise will resolve the routing through the VoIP Domain setting. • Any user within the VoIP Domain can forward voice mail to this Global extension.
Chapter 15: Extension Configuration (Ext. 101 using 1012, 9101, 10101, and so on) are not allowed. The letters map to numbers as follows: Numbers Letters Numbers Letters 2 A, B, C, a, b, c 6 M, N, O, m, n, o 3 D, E, F, d, e, f 7 P, Q, R, S, p, q, r, s 4 G, H, I, g, h, i 8 T, U, V, t, u, v 5 J, K, L, j, k, l 9 W, X, Y, Z, w, x, y, z • Department – In an AltiEnterprise VoIP domain, departments can be defined and extensions can be assigned to a department by using Enterprise Manager.
Chapter 15: Extension Configuration • Feature Profile – Sets an extension feature profile that includes enabling or disabling of extension features. The feature profile must first be configured by the administrator on the Feature Profiles tab of System Configuration (see “Feature Profiles” on page 77). • A feature profile assigned to an IP phone should have #26 enabled. • Enable Dial-By-Name – Select this box to allow incoming callers to search the extension list by employee name for this extension.
Chapter 15: Extension Configuration ! Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state, and federal privacy laws. It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws. License Assignment • Concurrent Session – When this extension is in recording state, a recording license is consumed; otherwise, a recording license is not being consumed by this extension.
Chapter 15: Extension Configuration Recording Tone • Disable – No tone is played during a recording. • Insert tone before recording – Plays one tone to alert the parties that the conversation is being recorded. • Insert repeating recording tone – Plays a low-volume background tone every 15 seconds to alert both parties that the conversation is being recorded. The tone is recorded together with the conversation. The tone does not disrupt the conversation.
Chapter 15: Extension Configuration Setting the Line Properties For a physical extension, you can configure hardware options on the port used for the extensions. To do so, select the extension number in the list of extensions, then click the Line Properties button to open a dialog box that is specific to the board used for the extension.
Chapter 15: Extension Configuration Parameter Description Specifies the Flash Duration time in milliseconds: • 85-750 (default) • 50-600 Flash Duration • 100-700 • 150-800 • 200-900 • 300-1000 Ringing Frequency (Hz) Select the frequency in Hz that is necessary for the equipment attached to this line: 28 (default) or 20. Line Disconnect Signal The loop current break desired for answering supervision. Range 600-1000 ms (1000 ms is default).
Chapter 15: Extension Configuration • Caller Name • DNIS Number • DNIS Name • IVR Data • User Data Note: For most phones, the number line can only display a number. If the Number Line is set to Caller Name, DNIS Name, User Data or AA Data, the phone may display “Unknown” on the number line. Alti-IP 600 and IP 705 Phone Display Notes For the Alti-IP 600 and IP 705, the Name Line displays caller information under the following conditions: • If Name Line is set to Caller Name, it will display caller name.
Chapter 15: Extension Configuration Figure 100. Extension Configuration window, Group tab Adding or Removing Group Assignments You can assign an extension to a hunt group in the Huntgroup Configuration window and to a workgroup in the Workgroup Configuration window. Conversely, you can assign a hunt group or a workgroup to an extension in the Extension Configuration window. 1. On the Group tab, click the group number in the Not Member list. 2. Click the Add button to move it to the Member list.
Chapter 15: Extension Configuration Setting Inter Call Delay This configuration applies only to calls waiting in queue. The Inter Call Delay can create a time delay before the next workgroup call in queue rings the extension after the extension finishes one of the following activities: • Makes an internal or outbound call • Receives a direct inbound call • Accesses voice mail It is possible that an agent may execute one of the above activities during the wrap-up period after finishing a workgroup call.
Chapter 15: Extension Configuration Figure 101. Extension Configuration, Speed Dialing tab Editing Speed Dial Entries 1. Double-click the Station Speed ID number you want to work with, or select the number and click Edit. Or click Add to add an entry. 2. Select the ID number using the arrow, type in a name for the Speed Dial entry, then the full number as you would dial it, with a maximum of 20 digits per entry.
Chapter 15: Extension Configuration Figure 102. Extension Configuration, Mail Management tab Setting an Information-Only Mailbox You can select the Information Only Mailbox check box to set virtual or physical extension mailboxes to Information Only, then click Apply to to set one or more extension mailboxes. An Information Only mailbox allows callers to listen to customized recorded announcements. To repeat the announcement, callers are instructed to press the # key.
Chapter 15: Extension Configuration SMTP/POP3 Setting • Email Name – The user’s e-mail name without the @domain. The default e-mail name is ext[extension number], that is, the letters “ext” followed by the extension number. For example, the default e-mail name for extension 2497 would be ext2497. • Retrieve Voice Mail by Email Client – When selected, this sends voice mail to the user’s e-mail as an attachment.
Chapter 15: Extension Configuration Setting Mailbox Capacities You can set various mailbox capacities with the following options: Parameter Description Max Number of Messages Maximum number of messages stored in the user’s mailbox. The range is 1–999, defaulting to 100. Mailbox Size Mailbox size in MBs of stored messages. The range is 1–500 MB, with a default of 50. Max Message Length Maximum length of voice messages in minutes. The range is 1–30 minutes, with a default of 5 minutes.
Chapter 15: Extension Configuration Note: You can use Apply to to apply notification settings to one, some, or all extensions. See “About the Apply To Button” on page 178 for more information on using Apply to. Setting the Message Types for Notification Select the types of messages for which the extension user is notified: • None – No notification. Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received.
Chapter 15: Extension Configuration Setting Parameters for Unusual VM Activity To change the parameters for the number of calls or length of a call, you must add the following strings and values to the Windows registry: • SecurityConnectionDuration (value range is from 1-1440 minutes [24 hours]). When the setting is out of range, the default of 120 minutes will be used. • SecurityNumberOfCalls (value range is from 1-100 calls). When the setting is out of range, the default of 20 calls will be used.
Chapter 15: Extension Configuration • Phone/Pager – First specify the trunk or route access code using the list next to the Phone radio button. The Any option means to locate any available trunk. Then type in the number with all relevant dialing prefixes other than the trunk code, using a maximum of 63 digits.
Chapter 15: Extension Configuration • Seconds after Answered – If the answer supervision signal is provided by the carrier, check this option and set the delay timer to 2 to 5 seconds. In some cases, the pager carrier cannot detect DTMF right after the call connection. (Default is 10 seconds, maximum is 30.) Note: You may need to try a different delay setting to make sure the user return number is transmitted properly after configuration.
Chapter 15: Extension Configuration Figure 104. Extension Configuration, Restriction tab Note: You can use Apply to to apply call restriction settings to one, some, or all extensions. See “About the Apply To Button” on page 178 for more information on using Apply to. Setting Call Restriction Options You can use one of the following options in setting restrictions on an extension or on multiple extensions using Apply to. • No Restrictions on Outcalls • Internal Calls Only – Extension-to-extension.
Chapter 15: Extension Configuration • Allow Calls to be Transferred or Conferenced to an Outside Number – When selected, the internal extension user can log into voice mail, make a call to a second party, then transfer or conference to a third party. • Allow User to Configure Forwarding, Notification, and Reminder Call to an Outside Number – This setting regulates extension call forwarding, voice mail notification, and reminder call configuration.
Chapter 15: Extension Configuration Figure 105. Extension Configuration, Answering tab Forwarding All Calls Call Forwarding is available to all types of extensions. This is 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.
Chapter 15: Extension Configuration • To an Extension – Select an extension from the list. • To a Group – Select a group from the list. • To the Operator • To an Outside Number – This option is available if it is allowed in the Other Call Restrictions option in the Restriction tab, as discussed in “Setting Other Call Restrictions” on page 197. Also, see “Outcall to Cellular or PCS Phone Numbers” on page 195.
Chapter 15: Extension Configuration To enable the options, check the Enable Busy Call Handling check box, then select from the following options: • 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 199. • Forward to Voice Mail • Place Caller in Queue – Places caller in the extension’s personal queue. This option is available only if Multiple Call Waiting or Live Call Handling is turned on.
Chapter 15: Extension Configuration • It is available to physical extensions only when the Forward to Voice Mail option is selected. • It is not available when Forward to AA, Forward to Extension, or Forward to Line Park is selected. Configuring One Number Access One Number Access (ONA) gives the caller an option to find the extension user when the extension is ring no answer. Caller still has the option to leave a voice mail if the system is unable to find the extension user.
Chapter 15: Extension Configuration Figure 107. Extension Configuration, One Number Access tab One Number Access Options In the One Number Access tab, use the list to select an option for One Number Access: • Disabled • Enabled at any time • Enabled during business hours only • Enabled during non-business hours • Enabled based on schedule If you select this last option, Enabled based on schedule, you can then select and set up to four different time periods using the From and To time lists.
Chapter 15: Extension Configuration Call Screening When the Enable Call Screening option is checked, callers accessing One Number Access will be prompted to record a name in order to continue the ONA process. The recorded name is played after the callee (ONA target) answers the call and optionally enters a correct password. The callee will then hear the caller’s name and can decide whether or not to accept the call.
Chapter 15: Extension Configuration Setting Up Monitor Lists The Monitor List tab provides for setting up lists of extensions for which call processing events can be monitored by the extension user. Once a monitor list is established, the application logging into the extension can receive call events for the monitored extensions. The monitor list is available in the MaxCommunicator and MaxAgent Monitor windows, AltiConsole, and in Line Monitoring events in AltiGen SDK.
Chapter 15: Extension Configuration To block the extension from seeing caller names and numbers, check this box Figure 108. Extension Configuration, Monitor List tab To block the extension from seeing any Caller Name and Number details on the Monitor tab of MaxAgent and MaxCommunicator, check the Block Caller Name and Number box. To add members to the list, 1. From the Monitor Available list, select the extensions to add to the extension user’s MaxCommunicator Change Monitor window. 2.
CHAPTER 16 Setting Up IP Extensions The AltiGen IP phone communicates with the system using SIP protocol to establish the signaling channel and media channel (the voice steam, using RTP protocol). With SIP implementation, the system establishes a signaling channel to an IP phone when the IP phone is in use. Figure 109. Concept of signaling and media channels The media channel (voice stream) is connected between two IP phones under normal operation.
Chapter 16: Setting Up IP Extensions Figure 110. Signaling and media channel between two IP phones Signaling Channel—A SIP signaling channel communicates between the system and the IP phone to perform call control, including call setup, tear down, registration, and phone feature access.
Chapter 16: Setting Up IP Extensions • SIP Extension Channel—Establishes a logical channel relationship with other analog and MobileExt ports (displayed on the SIPSP board configuration, Channel Mapping List). • SIP Extension Channel Activation—Associates an extension with a SIP Extension channel when IP phones register to the system (displayed in the Extension View window). • Media Channel—an RTP channel connects system-to-phone, or phone-to-phone, system-to-system to carry the digitized voice stream.
Chapter 16: Setting Up IP Extensions The media channel implementation consists of the following elements: • Configure Codec Profile—Creating a profile for each codec type, jitter buffer, packet length, DTMF tone delivery, and ring back tone treatment (SIP Early Media). • Assign Codec to Device—Configuring codec profile to a single IP address or a range of IP addresses. • Monitor Codec Usage—Viewing codec usage status. 210 MAXCS ACC 6.7.
Chapter 16: Setting Up IP Extensions Setting an IP Extension To make an extension an IP extension: 1. In the Extension Configuration General tab, select the extension from the list at the left and check the Enable IP Extension check box. 2. Select the address type. • Using Dynamic IP Address—The system will associate the IP address to the extension when the IP phone registers automatically, or when the user logs on using #27+Enter from the AltiGen IP phone. This is the recommended setting.
Chapter 16: Setting Up IP Extensions • • • • Access voice mail Initiate a conference call Record a conversation Barge in, listen, and coach by workgroup supervisor Guidelines: • If the Softswitch and HMCP Media Server are in the same server, the default ID “00” will be the Home Media Server ID. No change is required. • If the HMCP Media Server and Softswitch server are separated, you need to assign IP extensions to the HMCP Media Server ID.
Chapter 16: Setting Up IP Extensions When an IP phone registers to an IP extension, the system will check the IP address to determine which codec to use for the IP phone. For local IP phone deployment If your local IP address is not in the pre-configured range, you need to add the local IP address range into the IP Codec setting. Otherwise the system will use the Default (Prefer G.723.1 support G.729) setting for your IP extensions.
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CHAPTER 17 AltiGen IP Phone Configuration AltiGen manufactures a series of IP phones.
Chapter 17: AltiGen IP Phone Configuration Figure 111. IP Phone Configuration window, General tab The left side of the IP Phone Configuration window displays all the IP phone extensions that have been set up in the system. The status "Inactive" means the Enable IP Extension box is checked for this extension in the Extension Configuration window, but there is no IP phone logged in to the extension. The extension may be a physical extension using an analog phone, a MobileExt, or a virtual extension.
Chapter 17: AltiGen IP Phone Configuration Parameter Description Debug This is for debugging the IP phone using Telnet. You need to enter a Diagnostic password when logging in to MaxAdmin (before you enter your Admin password) to enable this configuration. These settings secure the SIP signaling messages and the RTP. SIP signaling is secured using transport layer security (TLS). RTP or SIPassociated media is secured using the secure RTP (SRTP) protocol.
Chapter 17: AltiGen IP Phone Configuration Parameter Description Lets you assign the TFTP server to which the IP phone can connect for updating firmware when necessary. Enter the IP address of the TFTP server in the Server field. TFTP To reset the phone and download the latest firmware image, check the Reset IP Phone and Boot Download check boxes. If you only check the Boot Download box, the firmware will be downloaded when the IP phone reboots (power cycles) next time.
Chapter 17: AltiGen IP Phone Configuration Figure 112. IP Phone Configuration window, IP 705 tab and IP 710 tab Note: The Copy From button copies Programmable Key settings from one IP phone extension to another. No other settings are carried over . Parameter Description Use the list to assign one of the following functions to the desired keys: • N/A – When selected, the corresponding programmable key cannot be used. MAXCS ACC 6.7.
Chapter 17: AltiGen IP Phone Configuration • BLF (Busy Lamp Field) – When selected, enter an extension number in the field below; this will be associated with the corresponding programmable key to this extension number; the light in this programmable key indicates that the extension number is busy or ringing. You can select the Play Beep Tone check box to also have the IP phone play an audible beep or one of several different ring tones when the extension number is ringing.
Chapter 17: AltiGen IP Phone Configuration ! Administrators should perform any updates to the IP phone’s firmware after normal business hours or when the IP phone is not in use. If the IP phone is in use during an update, not only will the call will be disconnected, but if the IP phone is powered off by the user during the firmware upgrade, the IP phone may become unusable.
Chapter 17: AltiGen IP Phone Configuration Click the Add button 3. Click Add. 4. Enter the following: Name: AltiGen Server IP Address Data Type: String Code: 120 Description: AltiGen Server IP Address 5. Click OK twice. 6. Under the DHCP scope you created is a field labeled Scope Options. Right-click Scope Options and select Configure Options. 222 MAXCS ACC 6.7.
Chapter 17: AltiGen IP Phone Configuration Check option 120 and enter the IP address of your MAXCS server in the String value field 7. Check option 120. 8. Enter the IP address of your MAXCS server in the String value field. 9. Click Apply and OK. The scope now shows option 120. 10. Right-click the scope option 120 and select Activate to activate the scope. On the AltiGen IP Phone The IP phone's System menu includes an item called Auto Discovery. The user can select YES or NO for this menu item.
Chapter 17: AltiGen IP Phone Configuration Possible scenarios • During the IP phone’s start-up stage, if Enable DHCP is ON and Auto Discovery is set to YES, the IP phone configures its IP address from DHCP, and at the same time, it gets the MAXCS SERVER address from DHCP option 120. The user is then prompted to set his extension number and password. • If Enable DHCP is OFF, then the phone’s IP address and the MAXCS SERVER address must be set manually.
CHAPTER 18 Mobile Extension Configuration If your company has employees working at home or servicing customers in the field, you can connect their home phones or cell phones to the AltiGen PBX, providing them with the same productivity features as if they were working in the office.
Chapter 18: Mobile Extension Configuration MobileExtSP Board Overview A simulated physical board (MobileExtSP board) is created when you install the MAXCS Softswitch. You can configure this board with up to 1000 mobile extension ports. It handles all systemwide mobile extensions. Figure 113. MobileExtSP board diagram T1, PRI, analog, and SIP trunks can be shared for regular incoming and outgoing calls and mobile trunk connections.
Chapter 18: Mobile Extension Configuration Figure 114. Opening the Mobile Extension Board Configuration dialog box 2. Click the Add/Remove button to add mobile trunks. MAXCS ACC 6.7.
Chapter 18: Mobile Extension Configuration 3. Add trunks to the Mobile-trunk Member List from the Not Member List by selecting the channels and clicking the Left Arrow button. You can use the Shift key or Ctrl key to select multiple channels. You need to assign a Group ID to the channels. This Mobile Trunk Group ID allows you to differentiate MobileExt users connecting through different trunk types, like PSTN, SIP, or cell phone gateway. You can assign a mobile extension to use a specific trunk group.
Chapter 18: Mobile Extension Configuration • Max Number of Extensions—If more mobile channel support is required, change this to a larger number (1000 extensions maximum), and then reboot the system. • Key Simulation—Check the first check box to allow the mobile phone user to use the * key to simulate “FLASH”. Check the second check box to allow the user to use ** to disconnect the current call and then get a dial tone without hanging up the cell phone. The user must press the second * within 1.5 seconds.
Chapter 18: Mobile Extension Configuration Figure 115. Changing a virtual extension to a physical extension and setting the location 3. By clicking the Next or Prev button in the Location panel, select the Logical Board ID of the MobileExtSP board and Logical Channel ID for this extension, then click Apply. 4. Click the Line Properties button to configure the mobile PSTN number and other options for the mobile extension.
Chapter 18: Mobile Extension Configuration For a mobile phone using MaxMobile Communicator, clear all the Phrase check boxes. Figure 116. ExtensionAnywhere Configuration - MobileExtSP dialog box • Name Enter the name of the person using the mobile phone. • Target Phone Number—Enter the number of the mobile phone. This is used when MAXCS makes a call through PSTN to the mobile phone. Do not include the trunk access code. • Caller ID—Enter the phone number of the mobile phone.
Chapter 18: Mobile Extension Configuration When the mobile extension user calls into the system, any mobile trunk port can answer the call, verify caller ID, and play a dial tone to the mobile extension user. Dedicated—Only analog trunks can be dedicated mobile trunks. When selected, you need to assign a mobile trunk port to this mobile extension. You have the option to disable caller ID verification if a mobile trunk port is dedicated to this mobile extension.
Chapter 18: Mobile Extension Configuration Additional Configuration for MaxMobile Communicator For mobile phones running MaxMobile Communicator, do the following: • If MAXCS is behind NAT, configure the NAT router to forward TCP port 10080 and 10081 to MAXCS's private IP address, so the data access from a 3G network can reach this server. • Open firewall ports TCP 10080 and 10081 for both virtual public IP address and private IP address. • Assign an Altigen MaxMobile license to the extension.
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CHAPTER 19 Hunt Group Configuration The hunt group is a simple call distribution application for operator, call coverage group, integration with a fax server, or a user with multiple extensions connecting to different devices.
Chapter 19: Hunt Group Configuration Figure 118.
Chapter 19: Hunt Group Configuration To add a hunt group: 1. Click the Add button under the Group List. 2. Type a group number for the hunt group. 3. Check the Global group check box if you want the group to be visible to other systems within the VoIP domain. See “Enterprise VoIP Network Management” on page 297 for more information. Click OK.
Chapter 19: Hunt Group Configuration Setting Call Restrictions The call restriction rules on the General tab apply to users making outbound calls from within voice mail and several hunt group settings. These settings do not impact the call restriction settings configured for the hunt group member's extension in Extension Configuration.
Chapter 19: Hunt Group Configuration Figure 119. Huntgroup Configuration, Group Member tab 3. Select the extension number(s) in the Not Member list. Use Ctrl+click or Shift+click to select several extensions. 4. Click Add to move them to the Member list. Note: If the hunt group pilot extension is configured to Ring All Available Members, the maximum number of members is 20. See “Setting Call Handling Options” on page 244 for details. To remove extension(s) from a hunt group, 1.
Chapter 19: Hunt Group Configuration Figure 120. Huntgroup Configuration, Mail Management tab Note: You can use Apply to to apply mailbox settings to one, some, or all hunt groups. See “Apply to Button” on page 236 for more information on using Apply to. Disabling a Mailbox When you disable a mailbox, the normal greeting is played but callers cannot leave messages.
Chapter 19: Hunt Group Configuration Setting Mailbox Playback Options You can use the following check boxes to turn on or off options for listening to playback of recorded messages.
Chapter 19: Hunt Group Configuration Figure 121. Huntgroup Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use Apply to to apply mailbox settings to one, some, or all hunt groups. See “Apply to Button” on page 236 for more information on using Apply to.
Chapter 19: Hunt Group Configuration • Phone/Pager - for the Phone and Pager options, first specify the trunk or route access code using the list next to the Extension radio button. The Any option means to locate any available trunk. Then type in the number with all relevant dialing prefixes other than the trunk code, using a maximum of 63 digits.
Chapter 19: Hunt Group Configuration • Seconds after Answered – If the answer supervision signal is provided by the carrier, check this option and set the delay timer to 2 to 5 seconds. In some cases, the pager carrier cannot detect DTMF right after the call connection. (Default is 10 seconds, maximum is 30.) Note: You may need to try a different delay setting to make sure the user return number is transmitted properly after configuration.
Chapter 19: Hunt Group Configuration To enable the options, check the Enable Busy Call Handling check box, then select from the following forwarding options: • Group Queue – The caller will stay in the hunt group queue waiting for any agent to become available. If there is no agent logged in at this moment, the system will use Group Logout Handling to handle this call.
Chapter 19: Hunt Group Configuration • Member Voice Mail – Transfer the caller to the first available agent's voice mail if this agent does not answer the call. • AA – Take the call out of the hunt group and forward it to an auto attendant. • Line Park – Take the call out of the hunt group and forward it to a Line Park group. If you select Ring All Available Members in the Intra Group Call Distribution section, then specify the Number of Rings before Handling, using the scroll box beside that option.
Chapter 19: Hunt Group Configuration Figure 123. Huntgroup Configuration, Queue Management tab The default audio peripheral setup is discussed in “Audio Peripheral Configuration” on page 60. Setting a custom configuration in the Queue Management tab involves selecting other available phrases from the lists. Depending on how long the caller is in the queue, the caller will hear phrases 1-5, in order, after which phrase 5 will be repeated.
Chapter 19: Hunt Group Configuration 248 MAXCS ACC 6.7.
CHAPTER 20 Paging Group Configuration The IP paging group is a group of IP phones that can receive station paging. This feature also can be used as IP zone paging by creating multiple paging groups. Implementation details: • The paging signal uses AltiGen's proprietary H.323-ATPS protocol. You need to have H.323 tie-trunk channels to be able to implement IP paging. • Each paging session requires one G.711 codec channel. The voice stream is multicast to multiple IP phones on the LAN.
Chapter 20: Paging Group Configuration Seting up a Paging Group 1. In the Paging Group configuration window, below the Group List, click Add. 2. Enter a number for the paging group. 3. Select the Global Group check box if you want this group to be visible to other gateways. Click OK. 4. In the Group Information field, type in the following: • First Name and Last Name of the paging group, each with a maximum of 32 characters. • Password for the paging group.
Chapter 20: Paging Group Configuration When a member is added, its default state is Login. Paging group members can use #54 to perform group login or #56 to log off. If a member is logged off, then it will not receive group paging. Removing Members from Paging Groups 1. On the Group Member tab of the Paging Group Configuration window, click the extension(s) you want to remove in the Member list. 2. Click the Remove button to move them to the Not Member List.
Chapter 20: Paging Group Configuration 252 MAXCS ACC 6.7.
CHAPTER 21 Line Park Configuration The Line Park feature is a kind of call park method. The main differences between Line Park and system call park are the following: • A Line Park ID can be assigned to a specific IP phone's programmable key; the system call park cannot. • Line Park IDs can be grouped as a Line Park Group for call routing purposes; the system call park ID is assign by the system automatically.
Chapter 21: Line Park Configuration Configuring Line Park To configure line park, select PBX > Line Park Configuration. Figure 126. Line Park Configuration window Setting Up a Line Park Group 1. In the Line Park Configuration window, click Add below the Groups list. 2. Enter a name and click OK. 3. Select line ID numbers from the Non-Member List and click Add to add them to the Member List. 4.
Chapter 21: Line Park Configuration The name of the selected group appears here Figure 127. Configuring a Line Park group’s member extensions 5. Select members for this Line Park group from the Non-Members list, and click Add to move them to the Members list. Members of a Line Park group can use their MaxCommunnicator or MaxAgent applications to see and pick up calls parked for this group. Any extension can park a call to any group.
Chapter 21: Line Park Configuration • Disable ring tone on IP phone when parked by extension – Check this box to prevent a line-parked call from ringing again while it is parked. Note: The IP phone's programmable key will be blinking when a call is parked at a line ID that is configured to the phone. If the associated programmable key has Play Tone function turned on and a ring tone is configured, at the IP phone (in idle state) the user will hear a ring tone when a call is parked.
CHAPTER 22 Workgroup Configuration The workgroup is an automatic call distribution (ACD) feature designed to enhance customer service operations with queuing, distribution, agent management, real-time status, and call logging capability. The AltiGen system allows up to 64 groups to be configured, including workgroups, hunt groups, and paging groups. When adding members to a workgroup, the following rules apply: • Concurrent login agent seat license is required.
Chapter 22: Workgroup Configuration • Agent ready/not-ready and wrap-up management • Record inbound and outbound workgroup calls • Allow supervisor to redirect call • Allow supervisor to change call priority in queue (ACM) • Define workgroup operation hours and routing (ACM) • Auto logout all agents after operation hours (ACM) • Priority queuing and call distribution (ACM) • Skill-based routing (ACM) • Caller selectable information menu while in queue (ACM) Agent’s Phone Operation • Set Login (#54) and Log
Chapter 22: Workgroup Configuration • Pick and redirect calls in queue Activity Logging and Reporting • Workgroup and agent activity logging • Detail and summary data table • Basic WG report using CDR Search • Support external logger (ACM) • Support advanced reporting application - AltiReport (ACM) When an agent extension is configured to a workgroup, the following agent states are tracked and reported: • Unstaff – The agent’s extension becomes a virtual extension.
Chapter 22: Workgroup Configuration • When a call’s priority is changed, its priority queue time will be reset to 0 and starts accumulating again. For example, caller A with priority 3 has been waiting in the queue for 15 minutes and caller B with priority 2 waiting for 10 minutes. When caller A is promoted to 2, the Priority Queue Time for the caller A is set to 0 and the caller B will be answered first. • Promoted call priority can be carried to another ACM system over VoIP tie trunk.
Chapter 22: Workgroup Configuration Apply to Button The Workgroup Configuration window often allows you to apply changes to a particular workgroup or to select many workgroups to which to apply the changes. Clicking the Apply to button opens a list of all workgroups to which the change can apply. All workgroups are selected by default. You then de-select the ones you don’t want, or de-select all and then select the ones you want.
Chapter 22: Workgroup Configuration Setting Call Restrictions The call restriction rules on the General tab apply to users making outbound calls from within voice mail and several workgroup settings. These settings do not impact the call restriction settings configured for the workgroup member's extension in Extension Configuration.
Chapter 22: Workgroup Configuration Figure 129. Service Level Calculation dialog box In the Method Options section, select one of the following: • TSL (Total Call Service Level) – The service level calculation is: TSL% = Total WG inbound calls within SLT / Total WG inbound calls. This is the default option. • ASL (Answered Service Level) – The service level calculation is: ASL% = Total WG inbound calls answered within SLT / Total WG inbound calls.
Chapter 22: Workgroup Configuration • Record on demand to extension VM – Records calls on demand, which are saved to the agent’s voicemail box. Note: When retrieving voice mail as an e-mail, if the voice mail file has a recorded file attached, the recorded file is not forwarded in the e-mail. • Insert Recording Tone – Plays a recording beep to alert the parties that the conversation is being recorded, then plays a periodic recording alert tone. The tone is recorded together with the conversation.
Chapter 22: Workgroup Configuration Establishing Workgroup Membership Add agent extensions to a workgroup on the Group Member tab in the Workgroup Configuration window. Figure 130. Workgroup Configuration, Group Member tab To add extension(s) to a workgroup, 1. Select the workgroup in the Group List. 2. On the Group Member tab, click the extension number(s) in the Not Member list. Use Shift+click and Ctrl+click to select several extensions. 3.
Chapter 22: Workgroup Configuration • All Logout – All group members are logged out of the workgroup when the system is restarted. Setting Workgroup Mail Management The Mail Management settings define how voice messages are handled for a workgroup, including how messages are announced and processed, and how much capacity is allotted to message storage. To work with mail management settings, click the Mail Management tab, and select the workgroup number you want to work with from the Group List.
Chapter 22: Workgroup Configuration • Enable Mail Forwarding – When selected, the workgroup’s e-mail will be forwarded to the e-mail address you specify in the Forward E-mail Address box. The address should be a full address, including the domain (for example, jsmith@thecompany.com). If you enable mail forwarding, you also specify what you want done with the original messages after they have been forwarded.
Chapter 22: Workgroup Configuration Press Zero Option This option allows a caller to press “0” while listening to this workgroup’s greeting. When the caller presses “0”, the call will forward to the specified destination. Use the list to spedify a forwarding destination for the call: Voice Mail, AA, Extension, Group, Operator (default), Outside Number, or Line Park.
Chapter 22: Workgroup Configuration • Urgent Voice Messages Only • All Voice Messages Please note that the system will start notification as soon as it enters non-business hours under the following conditions: • Extension is set to notify Urgent Voice Message Only • Notification is set to Non-Business Hours • Voice mail is received during business hours and is marked urgent • Extension user does not check the urgent message Setting the Type of Notification There are three options for sending the notifica
Chapter 22: Workgroup Configuration • Seconds after Answered – This field is set to 0 seconds and it is not configurable for notification to a phone number. It means the system will play the announcement immediately after answer supervision is received. When notification is configured to a pager, the system will transmit DTMF digits as the return phone number (the System Main Number as set in the System Configuration General tab) after call connection.
Chapter 22: Workgroup Configuration Figure 133. Workgroup Configuration, Call Handling tab Handling Busy Calls You have several options for handling calls when the workgroup extension is busy. If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, select the Enable Busy Call Handling check box, then select from the following forwarding options: • Group Queue – The caller will stay in the workgroup queue waiting for any agent to become available.
Chapter 22: Workgroup Configuration If you choose Outside Number, select a trunk or route access code to use in the small list on the left, and type in the full prefix and phone number. • To Line Park – If configured, select a Line Park group from the list. Handling Unanswered Calls The Enable No Answer Handling configuration provides options for handling calls when the system rings the first available agent and the call is not answered.
Chapter 22: Workgroup Configuration • Ring First Available Member – First available extension in a workgroup. For example, if there are three member extensions in a workgroup, the call is always sent to the first member configured in the workgroup. If this member is busy, the call goes to the second member configured and so forth. • Ring Next Available Member – A round-robin method that attempts to evenly distribute calls among the group members.
Chapter 22: Workgroup Configuration Figure 134. Workgroup Configuration, Queue Management tab, Basic Queue Control Setting Queue Phrase Options For each workgroup, you can either use the system default phrases or you can set up a custom configuration. The default audio phrases are discussed in “Audio Peripheral Configuration” on page 60. Queue Announcement You can set up the system to announce a caller’s queue status—queue position and expected queue time—when an incoming call enters a workgroup queue.
Chapter 22: Workgroup Configuration • Initial Sample Call Count [1 to 100] – How many calls you would like to use as initial samples. Queue Overflow Forwarding The Queue Overflow Forwarding options are for handling long queues or long wait times for callers. When a queue exceeds a set number of calls, or callers are waiting beyond a set length of time, calls can be automatically forwarded to a voicemail box, AA, extension, group, operator, or outside number. To set options for handling queue overflow: 1.
Chapter 22: Workgroup Configuration Supervisor Queue Control When the Allow Redirect Call check box is checked, a workgroup supervisor can redirect queue calls, using the MaxSupervisor application. Agent Logout Reason Codes In a workgroup environment, logout reason codes allow agents to specify why they are signing off from the workgroup, and the manager can view that information. If logout reasons are required, the system requests a reason at logout from the phone set and from the Agent application.
Chapter 22: Workgroup Configuration Figure 136. MaxCall Configuration screen • ID – Campaign IDs are assigned sequentially by the MAXCS system. • Campaign Name – The name you give to a calling campaign. • Transmitted CID – The caller ID to transmit to the callee when an agent makes a call and uses MaxCall to play a phrase to the callee’s phone. Adding a Transmitted CID 1. Click the Add button. 2.
Chapter 22: Workgroup Configuration Editing a Transmitted CID 1. Select a campaign and click the Edit button. 2. Make your changes, and click OK. To delete a Transmitted CID, select the campaign and click the Delete button. The entry is deleted. 278 MAXCS ACC 6.7.
CHAPTER 23 Managing and Using MeetMe Conference MAXCS provides two different types of conference bridges, Station and MeetMe Conference. Station conferencing is handled from the phone or the desktop client on the fly and requires no configuration in MaxAdmin. The MeetMe Conference is a group conferencing feature that requires the following: • A phone meeting needs to be scheduled first by the conferencing host through the client application, or by the system administrator in MaxAdmin.
Chapter 23: Managing and Using MeetMe Conference Setting the MeetMe Conference Extension Before MeetMe Conference can be used, you must assign a MeetMe Conference extension number. This extension must be dedicated to MeetMe and is the extension that users will always call to join a scheduled meeting. 1. To assign an extension to MeetMe, select PBX > MeetMe Conference Configuration. 2. Enter an extension number in the MeetMe Conference Extension Number field. 3.
Chapter 23: Managing and Using MeetMe Conference • Create a one-time or recurring meeting and set its parameters • Open Microsoft Outlook to send an e-mail invitation to participate in the meeting • Start and stop a meeting • Modify or delete a meeting • See meeting ID, subject, scheduler, time, frequency, start time, the last time the meeting started, its status, and the resource being used.
Chapter 23: Managing and Using MeetMe Conference The options in the middle panel change, depending on the frequency you select. The following parameters apply to all meetings: Parameter Description ID The conference ID is created by the system. Scheduler The name of the person scheduling the meeting. Schedule Time The time the Create Meeting dialog box was opened to create this meeting. Subject Identifies the subject or type of meeting.
Chapter 23: Managing and Using MeetMe Conference Fill in the fields of the Create Meeting dialog box, and click OK. See the following sections for directions on filling in the fields in the middle panel of this dialog box. Note: If other scheduled meetings have already reserved resources for the time period, and sufficient resources are not available for the meeting you are attempting to schedule, a message indicates that there is a resource conflict.
Chapter 23: Managing and Using MeetMe Conference 6. Select End after x occurrences and choose the number of times the meeting is to occur or select End by and click the Calendar button to specify a date at which the meetings will cease. Monthly Meeting If you select Monthly from the Frequency list, these are your options in the middle panel: 1. In the Every field, specify how often this meeting is to occur: every month, every other month, every three months, and so on. 2.
Chapter 23: Managing and Using MeetMe Conference In the Invitation window, you can then click the Send By Outlook button to open Microsoft Outlook. The meeting invitation is pasted into a new message in Outlook, and the Outlook Subject field is filled in with “Conference Call Invitation”. Choose the people to whom you want to send the invitation, make any edits you may want to make, and click Send.
Chapter 23: Managing and Using MeetMe Conference When you are editing the template, you can choose these variables from the Insert menu to have the specified information automatically inserted where you place it. Users who schedule a meeting can make further edits to the invitation when MeetMe Conference pastes it into Outlook. Starting and Stopping a Meeting The meeting host and the MaxAdmin (Admin) can start and stop a meeting.
CHAPTER 24 Network Configuration Guidelines for VoIP Real-time applications such as voice communications require a networking environment that meets certain requirements to deliver and maintain good voice quality. The following network configuration guidelines are highly recommended when using MAXCS VoIP features. ISP/Intranet Quality of Service (QoS) • If you subscribe to the public IP network or use your own Intranet, make sure the maximum network delay is less than 100 milliseconds.
Chapter 24: Network Configuration Guidelines for VoIP • The NetFilter driver is installed in the MAXCS server side. For the IPTalk client, the NetFilter driver will be installed only when the QoS and 802.1p function are enabled with the IPTalk integrated setting. Ethernet II Framing Header The Ethernet II framing header is defined as follows, with 802.1Q VLAN tag and 802.1p priority bits: For 802.1Q VLAN-tagged Ethernet frame, the Tag Protocol Identifier (TPID) or Ethernet Type is set to 0x8100.
Chapter 24: Network Configuration Guidelines for VoIP The NIC in both the MAXCS server and the IPTalk client (used with MaxCommunicator/ MaxAgent) must support 802.1p. To see if the NIC supports the 802.1p feature, open the NIC’s Properties dialog box and select the Advanced tab. See if the "QoS Packet Tagging" property is in the Property list. (Different NICs have different properties and may display a different property name for the 802.1p feature.) If the NIC supports the 802.
Chapter 24: Network Configuration Guidelines for VoIP Enabling VLAN VLAN can be enabled and configured in the IP phone: Network > Enable VLAN > Yes. After enabling, set VID:Phone and VID:PCPort IDs. It can also be configured in MaxAdmin in the IP Phone Configuration screen, General tab. WAN Bandwidth The following table lists bandwidth requirements for various transmission media with different codecs and frame sizes. It assumes silence suppression is not turned on. (The same table appears on page 298.
Chapter 24: Network Configuration Guidelines for VoIP WAN Router Configuration The router that connects your LAN and the WAN should support priority queuing. Configure the router so that the IP/UDP packets being sent to and from an IP station have higher priority than the packets generated by other stations on the same network. Consult your router manufacturer for more information on setting up this configuration.
Chapter 24: Network Configuration Guidelines for VoIP Configuration Guidelines for NAT Note: This section only applies to AltiGen IP phones or IPTalk integrated with MaxCommunicator or MaxAgent. The section discusses the configuration guidelines when AltiServ is behind NAT (Network Address Translation) and communication to AltiGen IP phones, IPTalk, or another AltiServ is over WAN. AltiGen SIP phones support NAT traversal, which does not require special settings on the NAT router at the remote site.
Chapter 24: Network Configuration Guidelines for VoIP Figure 137 shows a private network, 192.168.1.0, where MAXCS is installed and running on a host with a private IP address 192.168.1.2. Router 1 is a NAT router. The local IP phones—IP Phone 1 and IP Phone 2—use the private IP addresses 192.168.1.100 and 192.168.1.101, respectively. There are two remote IP phones: IP Phone 3 with a private IP address 192.168.2.100 connects to the Internet via Router 2. Router 2 can also sit behind a DSL/Cable Modem.
Chapter 24: Network Configuration Guidelines for VoIP VPN Network Configuration Example (Connecting to MAXCS with VPN) Figure 138. MAXCS with VPN In a multi-site configuration, VPN can be used to provide a secured tunnel between the remote sites and the corporate site. Figure 138 shows a network layout in which there are two private 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.
Chapter 24: Network Configuration Guidelines for VoIP The following minimum guidelines need to be considered for setting up the VPN tunnel: • WAN Bandwidth—should be greater than the aggregate of maximum VoIP session bandwidth usage. • QoS—if the IP WAN network provides QoS (Quality of Service), it should be configured to honor VoIP RTP packet transmission. An easy example for a VPN resolution is with the Linksys EtherFast VPN router1. Router 1 and Router 2 are routers supporting VPN.
Chapter 24: Network Configuration Guidelines for VoIP Router 2's Setting Router 2's public IP address should be a fixed IP address. Local Secure Group: Subnet IP: (specifies the local private network in the branch office, which can access the corporate network through VPN) 192.168.2.0 Remote Secure Group: Subnet IP: (specifies the corporate network, which can be accessed by stations in this local private network through the VPN tunnel) 192.168.1.0 Remote Security Gateway: 169.254.56.
CHAPTER 25 Enterprise VoIP Network Management The VoIP-related aspects of both single-server systems and multi-site VoIP domains are configured in Enterprise Manager, available from the VoIP menu or the Windows Start menu. In addition, multi-site VoIP domain management—including directory synchronization and routing—is handled here. Note: A multi-site installation requires an Enterprise License.
Chapter 25: Enterprise VoIP Network Management Understanding VoIP Bandwidth Requirements Before starting VoIP related configurations, it is helpful to have some understanding of VoIP bandwidth requirements, so that you can plan your VoIP deployment properly. Also see “Network Configuration Guidelines for VoIP” on page 287.
Chapter 25: Enterprise VoIP Network Management • For a single-system installation without a VoIP domain Master, this method is recommended: From MaxAdmin, select VoIP > Enterprise Network Management. Enterprise Manager opens without a login dialog box. • For multisite VoIP domain management, from the Windows Start menu, select All Programs > MAX Communication Server ACC/ACM > Enterprise Manager. (With this method you can log in to the VoIP domain Master from any member system.
Chapter 25: Enterprise VoIP Network Management When multiple systems are added to the VoIP domain, all member systems need to have both Route Access Code and IP Trunk Access Code configured. If one or more member systems are not configured properly, this message opens: Multisite routing may fail if Route Access Code and IP TrunkAccess Code are not configured. Upon successful login, Enterprise Manager opens.
Chapter 25: Enterprise VoIP Network Management Click a tab to view or configure settings on that tab. Information on a tab is related to the selected server. Click buttons in the toolbar to perform configuration tasks. Click a column heading to sort by that column. Configuration Buttons • Servers button displays the VoIP domain name, servers in the system, and server ID length. Lets you add/remove servers and change the VoIP domain master.
Chapter 25: Enterprise VoIP Network Management Enter the old password, and the new password. Confirm the password, and click OK. Setting VoIP Codec Profiles The codec setting is profile-based. For different IP addresses and protocols, a different preferred codec can be used. Each codec profile can have its own codec (G.711, G.723, G.729), packet length, and jitter buffer. The codec profile can be assigned to connectivity with a remote server, IP phone or other VoIP device.
Chapter 25: Enterprise VoIP Network Management Figure 139. Codec profile setting window in Enterprise Manager Named codec profiles are listed on the left. To create a new profile, click the Add button. Name the new profile, and click OK. Make your changes or additions, and click Apply. These are the fields in the Codec configuration window: Parameter Description Codec Profile Table Lists codec profiles by name.
Chapter 25: Enterprise VoIP Network Management Parameter Description Name Name of the codec profile. You can modify the name, and click Apply. The Default profile name cannot be changed. There are several options: • G.711 Mu-Law • Prefer G.723.1, support G.729 • Prefer G.729, support G.723.1 Codec • G.711 A-Law • Prefer G.711 Mu-Law, support G.711 A-Law • Prefer G.711 A-Law, support G.711 Mu-Law G.711 provides toll quality digital voice encoding, and G.723 and G.
Chapter 25: Enterprise VoIP Network Management Parameter SIP Early Media (Applies to SIP protocol and SIP trunk only) Description SIP Early Media allows two SIP devices to communicate before a SIP call is actually established. It is important for interoperability with the SIP trunk carrier’s PSTN gateway. If SIP Early Media is not checked, the caller may not hear the exact ringback tone provided by the CO (the caller may not hear any ringback tone at all). There are several SIP Transport options.
Chapter 25: Enterprise VoIP Network Management The codec profile assigned in the IP Device Range table (shown below) supersedes the codec profile defined in the IP dialing table if the IP address is duplicated in both tables. The SIP transport assigned to an extension in the IP Phone Configuration screen takes precedence over a codec profile with a different SIP transport assigned in Enterprise Manager. If the IP extension supports TLS and the codec profile does not, then the IP extension policy holds.
Chapter 25: Enterprise VoIP Network Management 2. Enter an IP address range (for dynamic IP addressing), or enter the same address in each field if this is a static address. You cannot use the minimum and maximum values (0.0.0.0. and 255.255.255.255). 3. Click OK. If you have multiple gateways controlled by an MAXCS host system, you need to configure an Inter Gateway Codec profile. To set the codec for a connection among gateways in the same MAXCS server, 1.
Chapter 25: Enterprise VoIP Network Management Defining Your Network If you need to configure either bandwidth control or NAT support, you have to define your network first. These are the guidelines: • You must define your LOCAL network IP address range. When a Pipe is defined as Local, it tells the system that the configured IP address range is not subject to bandwidth control. If the AltiGen system and this Local Network are behind the same NAT router, you need to check the Private Network check box.
Chapter 25: Enterprise VoIP Network Management To define an address range 1. Click the Add button in the IP Network panel. 2. Fill in a range of IP addresses. 3. Select the pipe for this IP address range. 4. If this is a private network, check the Private Network check box. Click OK. To edit a network you’ve added, select it and click the Edit button. To remove it, select it and click the Remove button.
Chapter 25: Enterprise VoIP Network Management • When different IP devices using various codecs connect to the server through a Public Pipe, the system will aggregate the total bandwidth of all connections. If the total bandwidth exceeds that specified in the Bandwidth for VoIP box, the system will reject additional connection requests. Configuration example Suppose your company has a T1 line configured as half voice PRI and half data service.
Chapter 25: Enterprise VoIP Network Management Do not check Enter the Public IP address of the router in the Public IP Addresses panel. (In the example above, the address is 209.220.14.8.) Do not check Enable Virtual IP Addresses Support. 5. Configure the NAT/firewall to forward TCP ports 10025, 10027, 10032, 10037, 10050, 10064, 1720 and UDP ports 69, 5060, and 10060 to AltiServ. 6.
Chapter 25: Enterprise VoIP Network Management Figure 140. IP Dialing Table tab in Enterprise Manager The left side of the window displays the VoIP domain name, the server ID length, and the name, ID and statuses of the global servers in this VoIP domain. To add an entry to the IP Dialing Table, click Add below the table. 312 MAXCS ACC 6.7.
Chapter 25: Enterprise VoIP Network Management Define the attributes for the entry: Parameter Description Server ID A unique dialing number to connect to the remote server. The server could be AltiServ, a 3rd-party VoIP gateway, or an AltiGen-certified 3rd-party VoIP device. Server Name A descriptive name of up to 15 characters to identify the server. This name may be used by Caller ID. Server IP Addressa Remote Ext. Length Dialing Scheme The remote server’s address.
Chapter 25: Enterprise VoIP Network Management The Multi-site VoIP Domain A group of AltiGen systems can form a VoIP domain where they share the same global extension directory and call routing rules. The VoIP domain is based on VoIP framework and uses IP tie-trunks to interconnect among different sites. A VoIP domain is created in MaxAdmin. Here, a system is designated as the VoIP domain Master. Other AltiGen systems can then be added to a VoIP domain.
Chapter 25: Enterprise VoIP Network Management The Enterprise Location Manager window will look something like this: 4. Click Create domain and join as master. 5. Enter the IP address of this system. If this system has multiple IP addresses, enter the one that can communicate with other member servers. 6. Click OK and wait for 5 to 60 seconds, depending on the size and configuration of the system.
Chapter 25: Enterprise VoIP Network Management Declaring Additional Servers for the VoIP Domain Additional servers are added to the VoIP domain in Enterprise Manager, but first you must “declare” these servers and assign them a member key in MaxAdmin. To do so: 1. Log on to the member server you want to declare. 2. Select VoIP > Multi-Site Domain Configuration. The name of the server and the name of the AltiGen product appear in the top box. 3.
Chapter 25: Enterprise VoIP Network Management Parameter Description Displays the ID, Name, and Status (active/inactive) of the servers in the VoIP domain. Global Server Location Master – One VoIP domain system must be assigned as Domain Master to propagate configuration data to member AltiServs. The master acts as a central server to accept the connection, synchronize change from one site to the other sites, and authenticate users.
Chapter 25: Enterprise VoIP Network Management Parameter Definition Address Enter the IP address of the server. Server ID A unique dialing number to connect to this server. Member Key Enter this server’s member key. (Configured in this server’s Enterprise Location Manager: VoIP > MultiSite Domain Configuration). After you add a member server to the VoIP domain, an entry is also added to the IP dialing table and propagated to all members automatically.
Chapter 25: Enterprise VoIP Network Management You must enter the slave server’s site address and member key. 5. Input the address and member key, and click OK. Setting an Alternate Server for AltiGen IP Phones In a VoIP domain, you can set an alternate server to which global AltiGen IP phones will be registered when their own server (primary server) experiences a problem that interrupts phone service. The IP phones will register to the alternate server. This applies to a workgroup, as well.
Chapter 25: Enterprise VoIP Network Management 3. Select an alternate server from the list. 4. Click Apply. (After you click Apply, the current active server name will appear in the Current Active Server box. This name is not editable.) With the alternate server assigned, you can now configure individual extensions/groups for redirection. See “Redirecting AltiGen IP Phones When a Server Is Down” on page 328.
Chapter 25: Enterprise VoIP Network Management • Network error on the primary server or the primary server is down. IP phones cannot connect to the primary server. After one minute of retrying, the IP phones will register to the alternate server. At that time, the status of the primary server is "Disconnected" or "Softswitch Offline". • Softswitch service on the primary server is down. The status of the primary server is "Softswitch Offline". • IP phone service on the primary server is down.
Chapter 25: Enterprise VoIP Network Management When an extension is added to a member system, this extension can be propagated to other networked systems in the VoIP domain automatically. This extension is recognized as a remote extension by other systems. When a call is made to a remote extension, it is redirected to the remote system over IP automatically. Note: No virtual extension configuration is needed to forward the call.
Chapter 25: Enterprise VoIP Network Management The scope of an extension shows the relationship of the extension to other member systems. In Enterprise Manager, an extension’s scope appears on the Resolve tab. You may see any of the following in the Scope column: • Global – The extension has been published to all member systems within the same VoIP domain. Every extension in the domain can dial and ring this number. • Local – The extension has not been published to the VoIP domain.
Chapter 25: Enterprise VoIP Network Management In the event that multiple systems have a same extension or group number created, the following situations may occur: Ext System A System B System C Scope Note 401 Local Not Found Not Found Local 1 402 Local Local Not Found Local 2 403 Global Local Local Conflict 3 404 Global Global Local Conflict 4 1. Extension 401 is created in System A for local purposes. Users in Systems B and C cannot dial and ring extension 401. 2.
Chapter 25: Enterprise VoIP Network Management Changing an Extension’s Scope from Global to Local If you want to change an extension's scope from Global to Local, you can highlight the extension and click the Change All Global to Local button. This extension's scope in other member systems will be impacted after Global is changed to Local. Using the previous case as an example, you may encounter one of the following situations when changing an extension's scope from Global to Local.
Chapter 25: Enterprise VoIP Network Management Relocating a Global Extension The administrator can relocate a global extension from one system to another. In addition, a user may be allowed to relocate a global extension by using the feature code #27. To allow a user to use this feature, check the appropriate check box in the Relocation panel on the Resolve tab. The behavior of this feature differs, depending on whether an analog or IP phone is being used. (See page 327.
Chapter 25: Enterprise VoIP Network Management Note: Because moving the voice mail requires network bandwidth, you may want it to move when system usage is low. The first time the voice mail is moved to a specific location, it can take hours for all the voice mails to be moved. Thereafter, only new voice mails are moved (because the old ones are still there, backed up), so subsequent moves take a shorter time. VM files are transferred by HTTP protocol using TCP port 10043.
Chapter 25: Enterprise VoIP Network Management • When this Global extension user returns to his home office, all settings are stored in the REL database. The administrator does not need to change these settings when the user presses #27 to relocate the extension the next time.
Chapter 25: Enterprise VoIP Network Management Changes to AltiGen IP Phone When Redirect Is Configured After the redirection feature is configured, the IP phone will receive the configuration of the primary and alternate server address, and store them in its local flash memory. Once it has been configured for redirection, the IP phone’s “AW Server” address will be that of the primary server. The user can view the address on the IP phone (Menu > System > AW Server) but cannot configure it.
Chapter 25: Enterprise VoIP Network Management To define a department 1. Click the Add button at the bottom of the Department panel. 2. Enter a department name and a description, if desired, and click OK. To configure extensions for departments 1. Select a department in the Department list. 2. To add non-member extensions to the department, select the extensions and click Add. 3. To delete extensions from the Member Extensions list, select the extensions, and click Remove.
Chapter 25: Enterprise VoIP Network Management 1. Click the Global LCR Button. 2. On the Global LCR screen, click Add. 3. Fill in the dialog box and click OK. Parameter Description Enable Check this check box to enable the configuration. E.164 Number Pattern E.164 is the ITU standard format for international telephone numbers. Enter a country code and area code. For example, the number pattern for a site in Fremont, Calif.
Chapter 25: Enterprise VoIP Network Management When Information May Be Out of Sync If a server is down for any length of time, such that changes may have been made in the VoIP domain and the server is now out of sync with the Master, you need to update the server manually. In the server’s MaxAdmin, select VoIP > Multi-Site Domain Configuration, and click the Replicate from Domain button. This brings the server up-to-date with the Master.
CHAPTER 26 System Report Management MAXCS provides a System Summary report and an IP Cumulative Traffic Statistics report, both available from the Report menu. System Summary Report The System Summary report provides summary information on extensions, trunks, and workgroups configured in the system. To open the report window, select Report > System Summary, or click the Summary button on the toolbar. Figure 142. System Summary window MAXCS ACC 6.7.
Chapter 26: System Report Management The system summary report displays: • Extension Summary – Configured extensions in the system, including Extension number, Last Name, First Name, SMTP/POP3 E-mail name, Slot (Logical board ID), and Channel. • Group Summary – Configured workgroups and hunt groups in the system. When you select a group, agents belonging to that group are displayed in the Member window.
Chapter 26: System Report Management Parameter Description Average Jitter Average length of delay per voice packet in milliseconds. This figure should stay under 100 milliseconds. A higher figure indicates a longer average delay. This number can be used to measure the quality of service on the network that connects the source and destination sites.
Chapter 26: System Report Management Configure the parameters: • Check Enable sending SNMP traps. • Enter the SNMPv3 server address. • Enter the SNMPv3 server port. • Select a security level: • No Authentication and No Privacy • With Authentication but No Privacy • With Authentication and Privacy • Select an Authentication Method, and enter a password • Select a Privacy Protocol, and enter a password.
Chapter 26: System Report Management List of Traps Sent A trap is sent when the following conditions are detected. • Cold Start (generic trap). When AltiServ is cold started and initialized successfully. • Warm Start (generic trap). When AltiKeep service detects AltiServ.exe is down, restarting AltiServ.exe, and AltiServ is initialized successfully. • LinkDown (generic trap). When detecting a T1/E1/PRI span state is transitioning from up to down or losing clock source.
Chapter 26: System Report Management • CT Proxy Service down (specific trap). When detecting CTProxy Service connection transitioning from up to down. • Excessive memory usage on Softswitch (specific trap). When MAXCS detects the lowest virtual memory usage exceeds a specified percentage of physical memory configuration within a 10-minute duration. The next trap will be sent after the condition is cleared then occurs again. The minimum duration between any two consecutive traps is 30 minutes.
CHAPTER 27 Microsoft Exchange Integration This chapter provides step-by-step instructions for configuring Microsoft Exchange and MAX Communication Server (MAXCS) ACC/ACM 6.7 to work together. Note: An AltiGen Exchange Integration license is required for each extension using Exchange integration.
Chapter 27: Microsoft Exchange Integration – Microsoft Outlook client: either Outlook 2007 or Outlook 2010. To integrate with Exchange, Outlook should be installed at the MAXCS system. • A second Windows server for Exchange, loaded with Exchange Server software. It should be installed on 64-bit system(s) with Windows 64-bit or above OS. Unified Messaging, Client Access, and Mailbox Server roles should be installed with Exchange Server.
Chapter 27: Microsoft Exchange Integration a. Create a new domain user account, and add it to the Domain Admin group via Active Directory Users and Computers. b. Move the MAXCS server to the Domain. c. Use the AltiPassword change utility (C:\AltiServ\Exe\AltiPwdChange.exe) to change all AltiGen service accounts to run as this new user account. Note: In the future, to debug you must log in to the MAXCS server with this user account. Figure 145.
Chapter 27: Microsoft Exchange Integration Figure 146. Adding Exchange Integration licenses in MAXCS 2. In the Exchange Management Console, create a mailbox for the service account that was created during installation (or created by you in step 4, above) (see Figure 147). Figure 147. 3.
Chapter 27: Microsoft Exchange Integration Select the Exchange Integration mode you are going to use. Enter the NAME (not the IP address) of the Exchange Server Figure 148. 4. Choosing the Synchronize Exchange Integration mode in MAXCS Configure the names of each extension user such that the first and last names are the same as the user’s matching mailbox on the Exchange Server.
Chapter 27: Microsoft Exchange Integration Exchange synchronization uses only the Extension’s first and last names as the link. 6. For users whose voice mails will be integrated with Exchange, check Assign Exchange Integration License on the Extension Configuration screen’s Mail Management tab (see Figure 150). Make sure that the E-mail Name field contains alphanumeric characters only and does not contain other characters such as spaces ( ) or periods ( . ). Figure 150.
Chapter 27: Microsoft Exchange Integration When you create a dial plan, a default UM Mailbox Policy is created automatically and associated with the dial plan (see Figure 152). Figure 152. A Default UM Mailbox Policy is created when you create a new dial plan 3. After creating a dial plan, open its Properties dialog box, select the Settings tab, and change Audio Codec to G.711 (see Figure 153). Click OK. Figure 153. Changing Audio Codec to G711 4.
Chapter 27: Microsoft Exchange Integration Figure 154. The name of our example gateway is “LeslieXia” and the name of the dial plan we created is “LeslieXiaSS”. a. Enter the name of the gateway. b. Enter the IP address of your MAXCS server. c. Browse for and select the dial plan you just created. d. Click New. 5. If your system has multiple gateways, repeat step 4 to add all of your gateways as UM IP Gateways. 6. Associate your dial plan to the Exchange Server UM.
Chapter 27: Microsoft Exchange Integration Figure 155. We added a new dial plan, “LeslieXiaSS”, to the list of associated dial plans 7. Click the UM Settings tab, click Add, and add your dial plan to the list of associated dial plans. This completes all system-wide settings in Exchange Server. Configuring UM Settings for Each User With all system-wide settings in Exchange Server complete, configure the UM settings for each user. 1.
Chapter 27: Microsoft Exchange Integration Figure 156. Here, Leslie Xia is an individual IP phone user with a mailbox in VMDOMAIN. 2. Click Browse and select the policy that is associated with the dialing plan you just created, then click OK. Figure 157. 3. The policy associated with the dialing plan we just created is “LeslieXiaSS Default Policy”.
Chapter 27: Microsoft Exchange Integration 4. Select PIN setting(s), and click Next. (If you select Automatically Generate, the Exchange Server will send the user an e-mail with the PIN.) 5. Click Enable. 6. Repeat steps 1-5 for each user you want to enable.
Chapter 27: Microsoft Exchange Integration 2. Set the Dial Code in your dial plan: Figure 159. Setting the Dial Code Outgoing Configuration: • Outside line access code – The trunk access code of your Softswitch • International access code – Toll call prefix for international calls. For the U.S., it is "011" • National number prefix – Toll call prefix for domestic calls, always set as "1" • Country/Region code – Country code. For the U.S.
Chapter 27: Microsoft Exchange Integration • International number format • Use this field to specify how a user's telephone number should be dialed by the UM Server in a different dial plan, and having a different country code. This is used by an auto attendant and when an Outlook Voice Access subscriber searches and tries to call the user in the directory. • This entry consists of a number prefix and n number of x characters (for example, 4420xxxxxxx).
Chapter 27: Microsoft Exchange Integration ber. It will then use the digit string from this match to make the outgoing call. An example of a valid number mask is 91425xxxxxxx. This field can contain only numbers and the letter 'x'. Dialed Number – Define the dialed number for the dialing rule. The dialed number is used to determine the actual dial string that is sent to the IP gateway. This number can be different from the number that is obtained by Unified Messaging for the outgoing call.
Chapter 27: Microsoft Exchange Integration Figure 162. Assigning dial plan to mailbox policy After you configure the UM mailbox to use a dialing rule group, the dialing restrictions that are configured apply to all UM-enabled users who are associated with the UM mailbox policy. For example, you can configure a dialing rule group that does not require users who are associated with the dial plan to dial an outside line access code when they place a call to an in-country/region telephone number.
Chapter 27: Microsoft Exchange Integration Figure 163. Creating a codec profile specifically for Exchange UM 5. a. In the Name field, enter a name for the new codec profile. b. In the Codec field, select G.711 Mu-Law. c. In the DTMF Delivery field, select RFC2833 d. In the SIP Early Media field, select Enable. e. In the SIP Transport field, select TCP. Associate this new codec profile to the IP address of Exchange Server (and only Exchange Server): a.
Chapter 27: Microsoft Exchange Integration Figure 164. Associating your “Exchange” codec profile to the IP address of Exchange Server 6. Click the Add button in the IP Device Range panel. 7. Select the codec profile you just created specifically for Exchange. 8. Enter the IP address of the Exchange Server in both the From and To fields. Be sure that this IP address does not fall into any other device range. (Check the IP Codec tab and the IP Dialing Table tab.
Chapter 27: Microsoft Exchange Integration When You Create a New Mailbox User If you are using Synchronize mode, Bridged Access mode with synchronization, or Native VM Integration mode, and you create a new mailbox user in Exchange Server and a new extension in MAXCS, to associate them you need to restart the AltiGen Exchange Integration Service. Testing for Synchronization You can use some simple procedures to make sure that the Synchronize with Exchange integration is working correctly.
Chapter 27: Microsoft Exchange Integration If you don’t see any such profile, 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 the profile for the service account If an error occurred while MAXCS was creating the service account profile, the damaged profile would remain there until removed manually.
Chapter 27: Microsoft Exchange Integration You may have to restart the Exchange Server and MAXCS. Notes • Prevent attempts by the Exchange Administrator/Manager to use the existing service account for the AltiGen Exchange Integration Service. Using the AltiGen service account will provide you an audit trail that is invaluable while troubleshooting. • Depending on the number of voice mails you have on the AltiGen server, the initial mailbox synchronization may take a long time.
CHAPTER 28 TAPI Integration If your office uses Microsoft Office Outlook, ACT!, or Goldmine—applications that let you call contacts without manually dialing the telephone's keypad and that support the Telephony Application Programming Interface (TAPI)—you can install AltiGen’s TAPI gateway to use this functionality through your MAXCS installation. An AltiGen TAPI License is required for each extension using the TAPI feature. MAXCS implements its TAPI service provider based on TAPI 2.
Chapter 28: TAPI Integration • Setting up the Phone Dialer • Testing the TAPI Service Provider on the client system Install the AltiGen TAPI Service Provider on the Client The client must meet the following requirements: • A Windows operating system specified in the client manuals • Microsoft Outlook, Outlook Express, ACT!, or Goldmine installed on the client • Network connection with TCP/IP enabled Note: For Windows 2000 Server, the TAPI client must be installed on a separate PC from the server.
Chapter 28: TAPI Integration 4. Select the Advanced Tab to configure the TAPI service provider. Figure 166. Configuring the TAPI service provider 5. Choose AltiGen (TM) Communications Service Provider and click Configure. The AltiGen TAPI Device Detect dialog box opens. 6. In the AltiGen TAPI Device Detect dialog box, click the Configuration button to verify that the client extension is available. 7. If you have any type of error, Windows will let you know what the possible causes could be.
Chapter 28: TAPI Integration 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 that the TAPI PROXY service is started on the AltiGen server. If the two services are started, then remove AltiGen (TM) Communications Service Provider from the Phone and Modem Options dialog box (see Figure 166), and then add it back.
Chapter 28: TAPI Integration 4. In the Line used for section, select the client extension in the Phone calls dropdown 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.
Chapter 28: TAPI Integration 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. 3. In the dialog box, click Dialing Options to configure the Dialer to use an extension. 4. In the Connect Using Line section of the dialog box, select the client extension, and click OK. This enables the client to call out through Outlook using the client’s extension. 5.
Chapter 28: TAPI Integration Changing TAPI Configuration 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.
Chapter 28: TAPI Integration 366 MAXCS ACC 6.7.
Chapter 29: Tools and Applications CHAPTER 29 Tools and Applications MAXCS comes with the following tools and applications for testing, diagnosing and configuring your system. They are available from the Windows Start menu: Start > All Programs > MAX Communication Server ACC/ACM: Under Gateway Tools: • AltiGen Board Test • CT-Bus Test Tool (formerly MVIP Test Tool) • Gateway Configuration Tool (For information on this tool, see “Media Server/ Gateway Configuration Tool” on page 72.
Chapter 29: Tools and Applications • PMC chip from host and DSP if T1/E1 board You have the option of testing a single board or testing all boards at the same time. CT-Bus Test Tool The CT-Bus Test Tool is a tool that detects one-way connection, cross talk, bad MVIP cable and static noise problems. 1. Stop AltiGen Switching Services before running this utility. 2. Launch CT-Bus Test Tool from Start > All Programs > MAX Communication Server ACC/ACM > Gateway Tools > CT-Bus Test Tool. 3.
Chapter 29: Tools and Applications Backing Up Files 1. Select the Backup icon to view the Backup Configuration dialog box. Figure 168. Backup Configuration dialog box 2. In the Components panel, select the files you want to back up. 3. In the Backup To list, select the day of the week (each day has its own folder in C:\altibackup for backing up files to), or select Advanced to change the drive or select a different folder. Selecting Advanced displays a folder icon.
Chapter 29: Tools and Applications • For each day, use the lists to specify the time. These time settings use a 24-hour clock. • Accept the default target directories, or click the Folder icon to browse to the destination for the backup files. • Under Backup Selection, select the file components you want to back up: Configuration files, Custom Phrases, Extension Messages, SP Configuration files. 3. Click OK. Restoring Backed up Files 1. Stop the AltiGen switching services. 2.
Chapter 29: Tools and Applications • Shows how many MaxAdmins are currently connected to the system. By clicking Disconnect All, you can disconnect all MaxAdmins from the local MAXCS system. Launch the MaxAdmin & Extension Security Checker from Start > All Programs > MAX Communication Server ACC/ACM > Utilities > MAXCS Admin & Extension Security Checker. Number of Admin connections Automatically refreshes the display Security characteristics to check Information on the selected extension Figure 171.
Chapter 29: Tools and Applications To check extension security 1. Select the security characteristics you want to check in the Show field group.
Chapter 29: Tools and Applications To shut down all AltiGen services, click the Shutdown All AltiGen Services button. Some examples of when you might want to do this are before you upgrade, before running some utilities and tools, and to apply certain configuration changes. To start all AltiGen services, click the Start All AltiGen Services button. Trace Collector The Trace Collector is for use by experienced technicians.
Chapter 29: Tools and Applications The following describes the fields in the Trace Collector: Time Period for Extension Feature #66: Defines how many hours you want to go back to collect trace, starting from the time you press #66. The default value is 2 hours. Case Number: Enter the AltiGen case number associated with this trace collection activity. The case number will comprise the first part of the file name of the collected trace package.
Chapter 29: Tools and Applications AltiKeep_XXX.trc Ac2AppPathHdlTbl.txt SIPKeepALive.txt AnnouceRunLog.txt FeatServ.txt QESLLog.txt AssertLog.txt DbUpdateTrdLog.txt Qtmlog.txt AW_AstrCpyErrLog.txt HGwGenLog.txt Loggservice_Mutex.txt CallQManLog.txt HGwMsgLog.txt MEMORYTRACE.txt CDRLogDLL.txt threadid.txt NewCDRExt.txt CDRLogTrace.txt MidNightLog.txt TritonSPLog.txt ConfigLog.txt \logservice\Internal.txt pathlog.txt MsgOCLog.txt ConfigServiceLog.txt rsrclog.txt MSRunLog.
Chapter 29: Tools and Applications Free Space: Displays the free space of the drive where the storage folder is located. The folder must be in a local drive. Change Storage Folder: Opens a folder browser window to select another storage folder. After the change, Storage Folder, Free Space, and the package list are refreshed to reflect the status of the new storage folder. Explore Storage Folder: Opens the storage folder in a new explorer window. Upload Package to FTP: Opens an FTP configuration dialog box.
Chapter 29: Tools and Applications You can sort by clicking a column head 1. Beside the From field, click the Browse button to select the folder that contains the files you want to convert. 2. Beside the Convert To field, click the Browse button to select the destination folder for the converted files. If they are prompts, they should be placed in the C:\PostOffice\phrases\LangCustom directory on the gateway that is running AltiServ.
Chapter 29: Tools and Applications To use Configuration Reader 1. Launch Configuration Reader from Start > All Programs > MAX Communication Server ACC/ACM > Utilities > Read Config. Open previous ReadOE file Create new ReadOE file Output all configuration to this folder Output configuration to altigen_rc.dat Click View to see your latest HTML file 2. Make selections in the dialog box.
Chapter 29: Tools and Applications Figure 172. Work/Hunt Group Converter Workgroups and hunt groups are listed on the left side of the window, member agents and non-agents are listed on the right side. The Work/Hunt Group Converter can be used to convert: • Agent to Non-Agent—If an agent belongs to any workgroup, it cannot be converted to a non-agent.
Chapter 29: Tools and Applications Exporting and Importing Extensions You can import and export extensions in a .csv file. Importing Extensions from a .csv File 1. First, back up your system configurations, using AltiGen’s System Data Management tool (Services > Utilities > System Data Management). 2. Go to Services > Utilities > Import Extensions. 3. Click Explore to select a .csv file to import, and click OK. All the extension records in the .csv file are added to the Import Extensions list. 4.
Chapter 29: Tools and Applications If you overwrite an extension, fields that are not specified in the .csv file are not overwritten with default values or blank values. For example, if the column Department is not included in the .csv file, but is configured in the extension that you overwrote, the Department field is not reset to the default value when the extension is overwritten. When the import is finished, a report file opens showing detailed information for every extension you attempted to import.
Chapter 29: Tools and Applications 5. Select the extensions you want to import. You can use the Select All button, but only records that have an extension number can be selected. If an extension number is empty, a warning message opens. 6. You can use the Clear All button to clear all checkmarks. 7. Click the Import button. A progress bar tells you the progress of importing. 8. If an extension already exists in the destination list, a dialog box opens. 9. Respond to the question.
Chapter 29: Tools and Applications 4. Click Export to save the extension configurations to a .csv file. A progress bar shows you the progress of the export. When the export is complete, a dialog box indicates how many extensions were exported. Editing a .csv File If you edit a .csv file, • All fields must be separted by a "," and all the records must be divided by pressing the Enter key. • The first line must be a pre-defined field name, such as “First Name”.
Chapter 29: Tools and Applications • The list at the top left displays all the directories of custom phrases under your MAXCS system’s PostOffice\phrases\ directory, such as LangCustom, LangCustom_Chinese, Tenant1Custom. • The list at the top right lets you select an extension through which to record or listen to a phrase.
Chapter 29: Tools and Applications 3. In the dialog box, enter a name for the phrase. 4. Click Start Recording. 5. When finished recording, press # on the phone and follow the instructions you hear. Also click OK when done. Playing a Phrase To play a phrase, 1. Select the extension you will be using to listen to the phrase. 2. Click the Play button. The extension will ring. 3. Answer the ring, and a voice announces the phrase before playing it. 4.
Chapter 29: Tools and Applications 3. Make your changes to the name and description. Click OK. To Delete a Phrase To delete a phrase, 1. Select the phrase you want to delete. 2. Click Delete. A confirmation window opens. 3. If you’re sure you want to delete the phrase, click Yes. The phrase is deleted from the directory and from the table in AltiGen Custom Phrase Manager. To Re-record a Phrase To re-record a phrase, 1. Select the extension you will be using to re-record the phrase. 2.
APPENDIX A E1-R2 and E1 ISDN PRI Installations E1 R2 CAS Installation This section describes the configuration procedures necessary to implement E1 R2 digital signaling for European, Pacific Rim, and other emerging markets. Please carefully follow the procedures step by step. 1. Change the Configure Type to E1: a. From Boards view, double-click the board to be configured. b. In the Board Configuration window, click the Board Configuration button. c.
. Figure 173. Physical Layer Consult your CO for “Frame Type,” “Line Code,” or “Zero Code Suppression.” Do not check the System Clock Master check box because the CO is a clock provider, and the AltiGen system is synchronized to the CO. If all configurations are correct, the status should be shown as “OK,” as in Figure 173. 3. Click the Protocol button to open the Protocol Configuration window. Figure 174. Data Link Layer 4.
Figure 175. 6. Signaling Layer In the E1 Channel Configuration dialog box, configure the following fields: • Set Calling Party Category to—The Calling Party Category indicates the type of calling party, (for example, operator, pay phone, priority, ordinary subscriber). Select 1, 2 or 3 (for ordinary subscribers, refer to Table 1 on page 390). If the subscribed line is intended for other purposes, contact your CO for the proper value.
Table 1.
Country Signaling Values Set calling part category: 2 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 Colombia MFC-R2 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 man
Country Signaling Values 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): Ecuador MFC-LME For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 For 8-digit DID, set to (11111113)1 Set calling part category: 1 [The switch doesn't support caller ID transmission]: Incoming sequence: DID/D
Country Signaling Values 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 Panamá / Nacional MFC-R2 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depend o
Country Signaling Values Set calling part category: 3 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 China MFC-R2 For 8-digit DID, set to (11111113)1 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depend on how many D
Country Signaling Values 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 Ecuador MFC-R2 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 man
Country Signaling Values Set calling part category: 2 [Assume no caller ID provided] : Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 Mexico / Teléfonos de Mexico For 8-digit DID, set to (11111113)1 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (dep
Country Signaling Values 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 Venezuela / Nacional MFC-R2 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depen
Important: When changing from E1 to T1, then back to E1, channel group properties will be reset to default values. It is important to make sure the channel group properties are configured properly. Follow the steps below to re-check your settings for the physical layer and data link layer. 2. In the Board Configuration window, double-click the channel group. Figure 176. Physical Layer Consult your CO for “Frame Type,” “Line Code,” or “Zero Code Suppression.
Figure 177. Data Link layer What you should select in the B Channel Maintenance Message list depends on what country you reside in (see Table 2 on page 399). Table 2.
Country Protocol Supported B Channel Maintenance Message Setting 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 Restart 400 MAXCS ACC 6.7.
APPENDIX B Required Service Parameters This appendix identifies the recommended and supported parameters for T1, PRI, and E1 service and provides you with the information needed when you make your service request. Service Parameters/Request Information for T1 To subscribe to T1 service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for T1 service.
DNIS, Caller ID: • DTMF (Dual Tone Multi-Frequency) Physical Termination: • RJ-48X or RJ-48C Wire: • 4 wires 800 Service: • You decide Termination Impedance: • 100 ohms Type of Registered Services Provided • BN 1.544 Mbps SF without power • DN 1.544 Mbps SF B8ZS without power • 1KN 1.544 Mbps ANSI ESF without power • 1SN 1.544 Mbps ANSI ESF, B8ZS without power (recommended) Service Order Code SOC 6.0P AS.
Technical Information for PRI with Voice Switch Type: • 5ESS (recommended) • DMS (recommended) • NI-2 (recommended) • 4ESS Framing: • Super Frame (SF)/D4 • Extended Super Frame (ESF) (recommended) Line Coding: • Alternate Mark Inversion (AMI) • B8ZS (recommended) Physical Termination: • RJ-48X or RJ-48C Wire: • 4 wires PRI Channel Assignment D Channels Assignment—24th channel (channel ID 23) Note: MAXCS ACC/ACM can configure any channel in a PRI span to be the D channel.
Technical Information for E1 with Voice Switch Type: • Austel TS014 • ETSI NET5 (recommended) • NT DMS-100 Framing: • No CRC (recommended) • CRC4 Line Coding: • Alternate Mark Inversion (AMI) • HDB3 (recommended) Physical Termination: • RJ-48X or RJ-48C Wire: • 4 wires E1 Channel Assignment • Data Channels Assignment—1st channel (channel ID 0) • Channels Assignment—17th channel (channel ID 16) • Hunting—Most Idle, Least Idle, Ascend, Descend • DNIS Digits—can be 3 to 10 digits CSU/DSU Requirements The C
APPENDIX C Network Ports If MAXCS 6.7 is behind a firewall/NAT router, you need to open TCP and UDP ports according to the following table: For external VoIP connection through a firewall TCP UDP 10032 Remote AltiGen IP phone/IPTalk to phone service 10064 10060 5061 Remote AltiGen IP phone firmware download (TFTP) Extension Global Appearance 69 10066 VoIP RTP Port (Voice Stream) for SIP and H.
Gateway ID = 0 X0 = BasePort Y0 = BasePort + Total IP codec channels in GW0 x 2 Gateway ID = 1 X1 = BasePort + 512 x 1 Y1 = X1 + Total IP codec channels in GW1 x 2 Gateway ID = 2 X2 = BasePort + 512 x 2 Y2 = X2 + Total IP codec channels in GW2 x 2 Gateway ID=n X(n)=BasePort + 512 x n Y(n)=X(n) + Total IP codec channels in GW(n) x 2 To connect the following applications through a firewall TCP AltiConsole 10025 MaxCommunicator/MaxAgent/IPTalk VM service for MaxCommunicator/MaxAgent MaxCommunicator/MaxAgen
Remote IP Phones Behind NAT For remote IP phones behind NAT, you don’t need to do any configuration. However, if the remote firewall/NAT router blocks outgoing traffic, then you will need to open the following ports on the remote firewall/NAT router: • UDP 10060 • UDP 30,000~31,000 • TCP 10064 MAXCS ACC 6.7.
408 MAXCS ACC 6.7.
APPENDIX D Technical Support & Product Repair Services This appendix describes: • AltiGen technical support policy and procedures • Product repair • Technical training for administrators Technical Support Eligibility: AltiGen provides technical support to Authorized AltiGen dealers and distributors only. End user customers, please contact your Authorized AltiGen Dealer for technical support.
• • • • • MAXCS version number Number and types of boards in the system Server model The telephone number where you can be reached A brief description of the problem and the procedure to reproduce the problem Having this information ready will help us to better assist you. End users who have problems unresolved by their AltiGen Authorized Dealer, and dealers who have problems unresolved by AltiGen Technical Support, may send an e-mail to AltiGen’s CEO at ceo@altigen.com.
• Voice over IP (VoIP) network requirements and implementation for branches or remote workers. • Unified messaging, utilizing TAPI, Microsoft CRM, Outlook, Goldmine and ACT! • System troubleshooting, covering common problems/scenarios and basic troubleshooting techniques. • New product developments and future upgrades. How can I register or where can I get more information? Visit the AltiTraining web site at www.AltiTraining.com to register for a class or to get more information.
412 MAXCS ACC 6.7.
APPENDIX E Troubleshooting Troubleshooting VoIP: Common Symptoms and Solutions The following are some of the most common problems you may encounter and a list of steps to troubleshoot and resolve these problems. Poor Voice Quality When voice quality is poor, try the following: 1. Perform a Loop-Back Test. Call yourself by dialing out and dialing back into yourself. If you don’t have any problems performing this test, the problem is most likely in the network or at the remote site. 2.
(Control) Protocol, a transport protocol for real-time applications used to transport packetized voice packets over the IP network. 5. Check the IP Dialing Table in Enterprise Manager for server ID Length. Refer to “Defining the IP Dialing Table” on page 311. 6. Check if Called Extension is a Workgroup or has Multiple Call Waiting Enabled. When the called party is a workgroup pilot number or has Multiple Call Waiting enabled, the caller is placed on hold and hears ringback or music.
Index Symbols #12, enabling, for language setting 95 #27 to relocate global extension 327 Numerics 10 digit dialing area codes 55 A ACC Administrator installation 26 access system 29 access code 141 account code forcing 181 account code display, blocking 181 actions auto attendant 84 activity configuration 63 adding a huntgroup 237 adding a workgroup 261 admin defined # 220 administration AltiContact Center 41 admins, number connected to system 370 agent check box 181 allow call redirect/priority change 2
extension based recording 100 file name description 99 multiple gateways 100 personal options 181 remote shared directory 101 requirements 99 trunk based recording 100 call recording configuration 99 call reports 56 call reports, external 57 call restrictions 54, 196 call restrictions, extension 197 call routing 159 call screening 204 call waiting distinctive 191 distinctive tones 267 multiple 201 call waiting tones distinctive 241 call waiting, setting options 201 callback interview 275 callback number 191
channel assignment 404 subscribing to service 403 E1 ISDN PRI installation 397 E1-R2 CAS installation 387 E-911 180 e-mail 79 name 266 email name 191, 240 e-mail messaging options 79 email services 79 e-mail, setting notification 192 emergency notification 193 emergency numbers 59 enable multiple call waiting 201 enable call screening 204 enable distinctive ring 43 Enable Do Not Disturb 200 enable intercom 181 enable live call handling 201 enable multiple call waiting 201 enable single call handling 246, 27
hop off enabling 55 hunt group converting to workgroup 378 huntgroup adding a 237 answer handling 246 business hours 239 busy call handling 244 call handling 244 configuration 235 establishing basic attributes 237 mail management 239 queue management 246 setting up membership 238 setup 236 single call handling 246 ISDN PRI switch mode, setting 123 ISDN setting TEI 126 ISP 287 I language DNIS routing to 97 enabling #12 95 rules MAXCS follows 98 setting in extension config 180 languages configuring extensi
231, 232, 233 limitations 233 overview 225 press any key to answer call 232 voice mail 233 mobile trunk shared or dedicated 231 Monitor Available list 206 monitor list 205 monitoring extensions, set up 205 monitoring VoIP channel usage 36 multilingual prompts 91 overview 91 multilingual system auto attendant 94 configuring 93 configuring #12 for extension 95 configuring DNIS routing 97 configuring extension 94 multilink, router supports 290 multiple call waiting 201 multiple data message format (MDMF) 184 m
messages 77 multiple gateways 100 personal options 181 remote shared directory 101 requirements 99 recording options for workgroups 263 Recording Seat license 182, 263 Recording Session license 182, 263 recording tone 183, 264 redirect IP phones when server down 328 refresh enterprise configuration 332 refresh interval 37 rejoining a server to VoIP domain 318 relocating domain extension 326 relocating domain extension using #27 327 remote IP phones behind NAT 407 remote locations 313 repair, product 410 rep
T T1 channel assignment 402 signaling protocol 149 subscribing to service 401 types of registered services 402 T1/E1 troubleshooting 128 T1/E1 clock 120 TCP fragmentation 290 TCP ports 405 AltiServ behind NAT 311 technical support 409 technical training for system admins 410 TEI (terminal endpoint identifier) 126 terminal endpoint identifier (TEI) 126 testing AltiGen boards 367 testing tools 367 text tag, collecting digits 86 TFTP server 218 tie trunk, enabling 143 tie trunks, enabling hop off 55 time displ
service level 36 setup 261 single call handling 273 workgroup configuration 257 workgroup queue agent pick up call 188 workgroup status display 220 Workgroup view window 35 wrapup 35 wrap-up time, setting 187 Z zero code suppression 120 Bell 120 GTE 120 Jam Bit 8 120 422 MAXCS ACC 6.7.
