AltiWare ACC 5.1 ™ Administration Manual 11/2007 4413-0001-5.
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc.
Contents About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 CHAPTER 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Technology Enhancements in Release 5.1 . . . . . . . . . . . . . . SIP Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 3 Getting Around AltiWare Administrator 5.1 Logging In and Out . . . . . . . . . . . . . . . . . . . . . Changing the Password . . . . . . . . . . . . . . . . . . The AltiWare Administrator Main Window . . . . . . The Main Menu . . . . . . . . . . . . . . . . . . . . . . . Quick Access Toolbar . . . . . . . . . . . . . . . . . . . Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . The View Windows . . . . . . . . . . . . . . . . . . . . . . Boards View Window . . . . . . . . . . . . . .
CHAPTER 5 Voice Mail Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Managing Messages . . . . . . . . . . . . . . Setting Message Notification Retries . . Setting Message Management Options Setting Message Recording Options . . Setting E-mail Messaging Options . . . Creating Distribution Lists . . . . . . . . . . Defining a Distribution List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Selecting Trunks to Set Attributes . . . . . . . . . . . Configuring One or Multiple Trunks . . . . . . . . . . Setting General Trunk Attributes . . . . . . . . . . . . H323 Tie Trunk Properties . . . . . . . . . . . . . . . . . SIP Tie Trunk Properties . . . . . . . . . . . . . . . . . . SIP Trunk Properties . . . . . . . . . . . . . . . . . . . . Configuring a SIP Trunk . . . . . . . . . . . . . . . . . Triton T1/E1 Trunk Properties . . . . . . . . . . . . . .
IP Extension Configuration . . . . . . . . . . . Phone Display Options . . . . . . . . . . . . . . Configuring Group Options for an Extension . Setting up Station Speed Dialing . . . . . . . . Setting the Mailbox Options . . . . . . . . . . . . Setting an Information-Only Mailbox . . . . Disabling a Mailbox . . . . . . . . . . . . . . . . SMTP/POP3 Setting . . . . . . . . . . . . . . . . Mail Forwarding Options . . . . . . . . . . . . . Setting Message Playback Options . . . . . . Press “0” Option . . . . .
Setting Up a Mobile Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204 Voice Mail for Mobile Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211 Mobile Extension Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211 CHAPTER 15 Hunt Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213 Overview of Huntgroup Configuration Window . Setting Up Hunt Groups . . . . . . . . . . . . . . . .
Setting Workgroup Mail Management . . . . . Disabling a Mailbox . . . . . . . . . . . . . . . . Setting E-mail Options . . . . . . . . . . . . . . Setting Mailbox Playback Options . . . . . . . Setting Mailbox Capacities. . . . . . . . . . . . Press “0” Option . . . . . . . . . . . . . . . . . . Voice Mail Access Option . . . . . . . . . . . . . Setting Message Notification Options . . . . . Setting the Message Types for Notification Setting the Type of Notification . . . . . . . .
Private Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . 267 VPN Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . . . 269 CHAPTER 21 Enterprise VoIP Network Management . . . . . . . . . . . . . . . . . . . . 273 Understanding VoIP Bandwidth Requirements . . . . . . Opening AltiEnterprise Manager . . . . . . . . . . . . . . . . Changing the AltiEnterprise Manager Password . . . . Setting VoIP Codec Profiles . . . . . . . . . . . . . . . . . . .
Trace Collector . . . . . . . . . . Limitations . . . . . . . . . . . Voice File Converter . . . . . . Read Config . . . . . . . . . . . . Work/Hunt Group Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About This Manual This guide is designed for dealers, administrators, and technicians who are responsible for installation, configuration, and administration of an AltiWare AltiContact Center (ACC) system. Another manual, the AltiServ User Guide, covers the AltiWare ACC end user features and functions such as call handling and voice mail.
2 AltiWare ACC 5.
CHAPTER 1 Overview AltiWare is AltiGen’s system software targeted for the small to midsize business and contact center market. AltiWare is designed with an intuitive easy-to-use graphical user interface so your IT staff can easily manage the system and reduce administrative costs. The software is designed to support voice and data communications converged into a single data network.
• SIP Extension Home Gateway Assignment - This feature affects only multichassis installations. The primary purpose of this feature is to allocate resources for the IP phone when conferencing, silent monitoring, barging-in, and conversation recording. This allows the administrator to configure sufficient VoIP resources in an AltiGateway chassis for IP phone users assigned to this home AltiGateway.
Chapter 1: Overview • Codec Profile - Multiple codec profiles with different settings can be created and applied to different locations. Each profile can have a different codec, jitter buffer, and packet length to accommodate different IP connections. • Bandwidth Control for VoIP Sessions - Each server can configure the maximum concurrent VoIP sessions based on its Internet or intranet bandwidth.
PBX New Features and Enhancements • Meet-Me Conference • MobileExt Enhancements: – Trunk property is dynamically changed between regular trunk and MobileTrunk, eliminating the requirement to dedicate a trunk for MobileTrunk use and the need to segment T1/PRI span. – Soft On-hook/Off-hook for MobileExt user - This feature eliminates the need to dial back into the system to get a dial tone after terminating or transferring the current call.
Chapter 1: Overview • Ability to transfer or conference by clicking in Speed Dial or Monitor lists • When user clicks Delete All in call history, confirmation is required IPTalk Enhancements • IPTalk uses SIP protocol • Supports IPTalk behind NAT • Dial pad transmits DTMF to server when using IPTalk • User can select different ringing and voice devices AltiAgent • User receives indication when calls are in the workgroup queue • User has the ability to manage the workgroup voice mail box • Workgroup voice
Key System Features The following sections list the key features of the AltiWare system. IP PBX Features Account Codes - allows the user to input an account code on each call to track telephone usage in order to bill back to clients or create a record of calls specific to a project and to budget and forecast expenses. Forced Account Codes force the user to input an account code on each call to track telephone usage.
Chapter 1: Overview Configurable Phone Display - the system administrator can configure the Caller ID, Name, or DNIS number displayed on a phone set. Conversation Recording - an extension user can record a conversation to voice mail. Dialed Digit Translation - allows the administrator to select a single dialed digit that can be assigned to route a call to any destination. First Digit Translator allows the administrator to select a single dialed digit that can be assigned to route a call to any destination.
Intercom Call - by pressing #93 on an analog phone, users can make an intercom call to an AltiTouch 510 or an AltiGen IP phone. If the phone is in idle state, the phone speaker will be turned on, and the voice path is connected. If the target phone is busy, the caller will hear a busy signal. This feature can be enabled or disabled per extension by the administrator.
Chapter 1: Overview Personal Call Park and Pick Up - users can park calls at one station to be picked up at another station. Up to 50 calls may be parked at one station simultaneously. Calls parked to a group are protected. Only group agents or the person who parked the call can pick it up. Single Call Waiting - allows users to put an existing call on soft hold and take a second call upon hearing a Call Waiting tone. The user can then alternate between the two calls.
Call Queuing - places caller in a queue to wait until an ACD group member becomes available. Call Queue Announcement - before a call enters a workgroup queue, the system announces the expected wait time or call queue length to the caller. Call to Queue Alert - agents can be alerted via a beep and a screenpop when a call enters the workgroup queue. Distinctive Ringing for Workgroup Calls - allows workgroup incoming calls to use a different ringing cadence from normal calls.
Chapter 1: Overview • Assigning skill level requirement (SKLR) to caller • Assigning skill level (SKL) to agent • Matching caller’s SKLR to agent’s SKL • Setting skill coverage and escalation rules Supervisor Silent Listen - allows a workgroup supervisor to silently listen to a call between workgroup agent and caller. Personal calls can also be silently listened to by a workgroup supervisor. Supervisor Barge In - allows a workgroup supervisor to barge into a call between workgroup agent and caller.
Auto Attendant (AA) Features The AA features provide quick and courteous processing of all incoming calls. An AA can be configured to serve as a primary attendant or as a backup to a receptionist. AA features include: Dial By Name - allows a caller who does not know your extension number to spell your name using the telephone key pad. The system will search the Directory and make a match on the name to connect the caller to the intended party’s extension.
Chapter 1: Overview Making a Call from the Voice Mail System - allows users to make a call from within the Voice Mail System by pressing # at the Main Menu and entering the internal extension or external phone number. This is especially useful while traveling where users can respond to all messages and make other calls not associated with a message, all with one call into the Voice Mail System. This can result in significant savings. The use of this privilege is configurable on a per-user basis.
Exchange Integration (ACM only) - provides message synchronization between AltiWare and a Microsoft Exchange server on the LAN. This feature allows for dynamic synchronization of mail between the two servers so that deleted messages from one server get automatically deleted in the other server. Similarly, a new message sent to one server is transmitted to the other server. This way, the message can be accessed or deleted from either server.
Chapter 1: Overview Monitor List - lets you configure an extension’s privilege to see other extension’s call activity through AltiView or AltiAgent. Password Security - allows administrators to lock extensions that have been “attacked” with false password attempts and to set default system passwords for newly created or newly assigned extensions. Out Call Routing Configuration - allows outgoing calls to be directed to particular trunk routes, based on parameters assigned in the Out Call Routing table.
Global IP Dialing Table - The IP Dialing Table is configured in AltiEnterprise Manager. The IP Dialing Table configuration is used to create location-based routing in the AltiEnterprise. The 5.1 IP Dialing Table supports hop-off blocking by location to prevent unnecessary hop-off calling. H.323 Tie-Trunk Support - Ensures backward compatibility to systems using AltiWare versions prior to 5.1.
Chapter 1: Overview Optional Add-On Software The following software is optional: AltiConsole - a Windows-based Attendant console connected to AltiWare over a network; emulates a standard, hardware-based Attendant console through software; has the flexibility of adding new features through software without changing the hardware.
18 AltiWare ACC 5.
CHAPTER 2 Software Installation & License Registration This chapter briefly describes the installation process of the system software, AltiWare 5.1. For complete and up-to-date instructions, refer to the Readme on your AltiWare ACC/ACM 5.1 CD. The chapter also walks you through the license activation and registration process.
• Windows XP Professional For AltiWare 5.1 Client Applications • Windows 98 2nd Edition (AltiView, AltiAgent, AltiSupervisor only) • Windows 2000 Server/Professional with SP4 and above • Windows XP Professional • Windows Vista Business For Online Help • Internet Explorer 6.0 or higher browser. CPU, Memory, and HDD Requirements The following table lists the minimum requirements for a single system.
Chapter 2: Software Installation & License Registration Preparation for Installation Before you start installing AltiWare, you need the following: • Windows Update—Make sure your server has the recommended Windows Service Pack or Update. • AltiWare 5.1 CD ROM—The AltiWare CD ROM that contains the AltiWare 5.1 programs. • AltiWare latest update—Check to see if there is an Update available to the AtliWare 5.1 Release.
Upgrade and Migration Path The following diagram shows the software upgrade and migration path. Note: You can upgrade to AltiWare ACC/ACM 5.1 software only from a 5.0A release. Upgrading from 5.0A to 5.1 Please refer to the Readme on your AltiWare ACC/ACM 5.1 CD for complete installation instructions. These are the steps, in brief: 1. Uninstall all AltiWare 5.0A Clients, using Windows Control Panel > Add/ Remove Programs. It is important to do this before installing ACC 5.
Chapter 2: Software Installation & License Registration 10. In the Setup Type dialog box, select the Upgrade from 5.0A option. Follow the instructions on the screens. Note: If you plan to run Exchange Integration, make note of the system-assigned password (or change the password to one you will remember). You will need this password if you ever have to do troubleshooting in Exchange. If you see the following dialog box, click the Continue Anyway button.
Once registered, system keys have license keys associated with them. All license keys are individually tracked and can be registered to only one system key. Individual license keys cannot be reactivated or installed on a different system once it has been registered the first time. The same license key cannot be associated with multiple systems, even on the same customer site.
Chapter 2: Software Installation & License Registration When the System Has an Internet Connection To activate any license through online registration, follow these steps: 1. From the About AltiWare window in AltiWare Administrator, click on the License Information button. 2. Click the Registration button to open a new License Information window. 3.
4. In the License Key field of the Add License pop-up window, enter the license key and click OK. Continue adding licenses with the Add License button until all licenses are entered. 5. Click the Online Register button. This launches the following web page to start online registration. 6. Click the Proceed to Online Registration button. 7. The next web page allows for inputting System and Dealer Installation ID. The System Key field is automatically loaded.
Chapter 2: Software Installation & License Registration For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished. 9. The next web page allows for entering of new License Keys or for adding any additional licenses. Click Add More Keys to add more licenses, or click Next to register these licenses. AltiWare ACC 5.
Note: All keys are case-sensitive. 10. The next web page displays the licenses that have been activated and are about to be registered. • Approved licenses are indicated by a green check mark and will display a description next to the approved license. • Invalid licenses are indicated by a red X mark.
Chapter 2: Software Installation & License Registration 13. Return to the AltiWare system. In the License Information window, click the Refresh button. The licenses that have just been validated will appear in the license field, along with an accompanying Registration Key number and Description of the license. 14. Close the License Info window to finish the license registration. AltiWare ACC 5.
When the System Has No Internet Connection To register any license through online registration when the local AltiWare system has no Internet connection, follow these steps: 1. From the About AltiWare window in the local AltiWare Administrator, click on the License Information button. 2. Click the Registration button to open a new License Information window. 3.
Chapter 2: Software Installation & License Registration 4. In the License Key field of the Add License pop-up window, enter the license key and click OK. Continue adding licenses with the Add License button until all licenses are entered. 5. Click Save Register Form to save registration information as a Register.htm file and copy to a network drive or removable storage device. 6. From any PC with an Internet connection, open the Register.htm file. 7.
Click Next when finished. 10. The next web page allows for inputting of Customer and Installer information. For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished. 11. The next web page allows for entering of new License Keys or for adding any additional licenses. 32 AltiWare ACC 5.
Chapter 2: Software Installation & License Registration Click Add More Keys to add more licenses, or click Next to register these licenses. Note: All keys are case-sensitive. 12. The next web page displays the licenses that have been activated and are about to be registered. • Approved licenses are indicated by a green check mark and will display a description next to the approved license. • Invalid licenses are indicated by a red X mark. Possible reasons for “invalid” licenses include: AltiWare ACC 5.
– obsolete licenses – not enough digits in license number – wrong license number – license number is registered to another system key You may attempt up to three retries to validate licenses. If you click Retry a fourth time, the Web Registration will not continue and you must begin the Web Registration process again from Step 5. Click Next to continue. 13. The next web page displays the final results of the license activation to show which licenses have been validated. Click Submit to continue. 14.
Chapter 2: Software Installation & License Registration 16. Return to the AltiWare machine. In the License Information window, click the Load button to load the exctl file into the AltiWare system. 17. Click Refresh to update the License Information window. Any newly activated licenses through web registration will appear in the license field. Registering Online Without AltiWare Admin To register licenses through the web without using AltiWare Administrator, go to the following web URL: http://registrar.
Error Message Solution Copy activation file failed. Activation file (exctl) is not in the specified folder, is missing, or is corrupted. Make sure you select the correct file folder where the activation file is located and try again. If problem persists, you can manually copy the activation file to c:\AltiServ\db directory (if AltiServ is installed on the c: drive) and run the installation program again. An error occurred during the move data process.
CHAPTER 3 Getting Around AltiWare Administrator 5.1 This chapter gives a brief overview of AltiWare Administrator, the program used to configure and administer the AltiWare AltiContact Center and AltiContact Manager applications (ACC/ACM). AltiWare Administrator has a graphical user interface with tabbed windows that makes it easy to use. Use it at the AltiWare ACC/ACM system, or use it remotely on any other PC on the LAN.
To log out, click the Logout button, or select Services > Logout . Changing the Password Select Services > Change Password to open a Change Password dialog box. You’ll be prompted to type in and verify a new password, then click OK. The AltiWare Administrator Main Window When you run AltiWare Administrator, you’ll see something like this: Menu bar Buttons for quick access Status bar Figure 1. AltiWare Administrator main window The main menu bar is at the top.
Chapter 3: Getting Around AltiWare Administrator 5.1 • System Opens windows where you can configure system settings, CT-Bus, voice mail, and auto attendants. • PBX Opens windows where you can configure trunks, in call routing, out call routing, extensions, AltiGen IP phones, hunt groups, paging groups, line park, and MeetMe conference. You can also manage MeetMe conferences from this menu. • Call Center Opens windows where you can configure workgroups and agent logout reasons.
IP Phone. Opens the IP Phone Configuration window. Shortcut for PBX > AltiGen IP Phone Configuration. AA. Opens the AA Configuration window. Shortcut for System > AA 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, file, and license information. Shortcut for Help > About AltiWare Admin.
Chapter 3: Getting Around AltiWare Administrator 5.1 Click on any column head to sort by that column. Click again to reverse the sort order. Extension View Window The Extension View window displays 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.
Trunk View Window The Trunk View window displays the status of all assigned trunks. Right-click a trunk to display its physical location or to open a trunk line properties window specific to the selected trunk. Figure 5. Trunk View window The radio button to the left of each trunk location is green when the trunk is idle, and red when the extension is not ready or in use. The location format is logical board ID:channel—for example, channel 3 on the board in logical board ID 9 is location 09:03.
Chapter 3: Getting Around AltiWare Administrator 5.1 Call Log View Window The Call Log View window displays the line and trunk traffic history. Prints selected log entries. Clears the window of all data. Figure 6. Call Log View window The window displays, for the last 30 calls, the caller line or number, the callee, the starting time in 24-hour format and the length of the call. When the call is from another AltiGen system, the call is displayed as “Caller System IP Address-Extension Number.
• Unstaff—the number of agents who are logged out from the system and have become a virtual extension • Queue—the number of calls waiting in queue • Waiting Time—the longest wait time of callers in queue • Service Level— the percentage of calls in queue with queue time less than or equal to the defined service level threshold Current Resource Statistics Window The Current Resource Statistics window displays the total VoIP channels, available channels, and in-use channels.
Chapter 3: Getting Around AltiWare Administrator 5.1 • Total Packet Loss Rate—the total number of voice packets that • Max Packet Loss Rate—the • Jitter —displays the average length of delay per voice packet in milliseconds. This number can be used to measure the quality of service on the network that connects the source and destination sites. Under 100 milliseconds is good, while a higher figure indicates a longer than average delay.
Programs Available from the Windows Start Menu Several AltiWare programs are available from the Windows Start menu. Available under AltiWare ACC/ACM: • ACC/ACM Administrator 5.1—Lets you configure and administer your AltiWare system. • AltiEnterprise Manager—Manages multiple systems, and is where you set up the IP dialing table and IP codec profiles. See “Enterprise VoIP Network Management” on page 271. (Available also from AltiWare Administrator.
CHAPTER 4 System Configuration The System Configuration window provides for configuring the AltiWare ACC/ACM system-wide settings. To open the System Configuration window, do one of the following: • Click the System Configuration button on the toolbar. • Select System > System Configuration. You can then work with the following settings, each of which is accessed by a tab in the System Configuration window.
Figure 1. System Configuration, General tab You can set the following parameters and options: Parameter Description System ID Assign a number (1-100) to the system. This ID will be used to differentiate call records if multiple systems are writing call records to a same external database. If you intend to create a multi-site VoIP domain, this number will also be the Server ID, which is used and displayed in AltiEnterprise Manager.
Chapter 4: System Configuration Parameter Description Manager Extension Select the system manager’s extension number.
Parameter Description Operator Extension and Group Members Select the extension to be used by the system operator. If the extension number you select is a workgroup or a hunt group, member extensions will show up in the Group Members box. The operator extension is used in the following applications: • Trunk incall routing • DNIS incall routing • Auto Attendant Call Supervision Check the check box to allow a supervisor to monitor, barge in on, coach, and record an agent’s personal call.
Chapter 4: System Configuration To set the number plan, select System > System Configuration, then click the Number Plan tab. Figure 2. System Configuration, Number Plan tab Use the Number Plan tab to specify the following parameters: Parameter Description Extension Number Length The number of digits for your extension numbering system. Valid entries are from 3–6. For example, extension 2001 and 4020 are 4-digit extension numbers.
Parameter Description DID Number Length The number of digits needed to match a DID (Direct Inward Dialing) number. The range is from 2 - 16. Each extension can be assigned a DID number. A DID number does not have a fixed length. For example, suppose the DID number length is 4 and the extension DID number is 2522999. Depending on the service contract with the Central Office (CO), the DID trunk can send all 7 digits (2522999) or just the last 4 digits (2999).
Chapter 4: System Configuration Parameter Description First Digit Translator Configuration Figure 3. Single Digit Routing To set up a First Digit Translator entry, select the check box (to the left of 1-9, * or #), then enter the desired digits. When a box is checked, the digit preprocessor will replace the first digit 1-9, * or # that user dials with the digits indicated in the corresponding field. In the above example, if a user dials “*”, the system replaces this with “911”.
Parameter Description Extension Dialed Digit Translator Note: This feature is intended for, but not limited to, allowing a remote IP extension to make an emergency call (911) through AltiServ. If AltiServ is in a different location than the IP extension, the emergency call can be routed to the emergency center where the IP extension is located. Figure 4. Extension Call Routing To set up an Extension Dialed Digit Translator entry: 1.
Chapter 4: System Configuration Parameter Description 3. (optional) From the Non members list, you may select an IP extension that the Extension Dialed Digit Translator will apply to. You can apply the same Members to multiple locations. You may also enable the Bypass Account Code option if Account Codes are required. 4. Enter digits in the Dialed Number field and Translate To field.
Parameter Description IP Trunk Access – Only one IP trunk access option is allowed per system. To use Voice over IP, you must set up this access and, in addition, configure the IP Dialing Table as discussed in “Defining the IP Dialing Table” on page 284 and set the VoIP codecs as discussed in “Setting VoIP Codec Profiles” on page 275.
Chapter 4: System Configuration To access the Business Hours settings, select System > System Configuration, then click the Business Hours tab. Figure 5. System Configuration, Business Hours tab Multiple Business Hours profiles can be configured in a system. A default “System” Business Hours profile is already configured. Multiple Business Hours profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries. To add a Business Hours profile, click the Add button.
Parameter Description AM and PM Schedules For each day of the week, select the time periods during which the company is available for business. The time between the AM and PM times can be used to indicate a lunch break or time between shifts. If you don’t want to set a break between AM and PM schedules, set the PM starting time to be the same as the AM ending time.
Chapter 4: System Configuration Figure 6. System Configuration, Holiday tab Multiple Holiday Profiles can be configured in a system. Each Holiday Profile can include multiple holidays. A default “System” Holiday profile is already configured. Multiple Holiday Profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries. To create a Holiday Profile 1. Click the Add button beside Profile to open the Add Holiday Profile dialog box. Enter a name for the profile, then click OK. 2.
The holiday you added appears in the Holiday list. Additional holidays you create appear in the list and together make up the Holiday Profile. To set call routing 1. Select a Holiday Profile from the Profile drop-down list, and then select a holiday in that profile from the Holiday list. 2. Set call routing for “normal” holiday hours using the field group in the Normal section of the Holiday tab. This will be the default route for calls coming in on that holiday. 3.
Chapter 4: System Configuration Figure 7. System Configuration, System Speed tab Adding Speed Dial Entries To add a speed dial entry, 1. Click the Add button. The Speed Dial Configuration dialog box appears. 2. The next available ID is filled in for you, or you can select the ID number using the drop-down arrow. 3. Type in a name for the Speed Dial entry, then enter the full number as you would dial it, with a maximum of 20 digits per entry.
Editing Speed Dial Entries To edit an entry, double-click the number you want to work with, or select the number and click Edit. In the Speed Dial Configuration dialog box that appears, edit the entry and click OK. Figure 8. Speed Dial Configuration To delete a system speed dial entry, select it in the System Speed tab and click Delete. Note: System speed dial is read-only from AltiView and AltiAgent.
Chapter 4: System Configuration Figure 9. System Configuration, Call Restriction tab Blocking Calls to Area Codes from All Extensions To add or edit system-prohibited area codes: 1. Double-click an index entry in System Prohibited Prefixes list, or select the index entry and click Edit. This opens a dialog box that allows you to enter a prefix number. 2. Enter a 1 and the dialing prefix to block (for example, 900, 976). You can enter up to 20 digits maximum for each prefix.
Locking Attacked Extensions If a user enters eight consecutive invalid passwords when logging on to voice mail or to activate an extension, AltiWare considers this an attack. To protect your company from theft of services, you can lock an attacked extension for the period of time you specify (10 minutes - 23 hours, 59 minutes, and 59 seconds) in the Password Check field group. To unlock an extension, use the Extension Checker tool that is installed with AltiWare.
Chapter 4: System Configuration Creating Account Codes Account Codes let you enable or force users to assign incoming and outgoing calls to particular account codes for billing, tracking, or forecasting purposes. Up to 10,000 account codes can be created. To access the Account Code tab, select System > System Configuration, then click the Account Code tab. Figure 11. System Configuration, Account Code tab Adding and Deleting Account Codes To create an account/code association, click Add.
• How you want the system to manage an internal CDR database. • If CDR needs to be output through a COM port to another computer, which COM port and which baud rate to use. To learn more about internal and external CDR databases and schema, refer to the CDR Search Manual. To set up Call Reports, select System > System Configuration, then click the Call Reports tab. Figure 12.
Chapter 4: System Configuration Exporting Through a Local Port You can send the CDR to a COMM Port to export to, for example, a call accounting data processing system. To do this, select the Enable Data Output box in the Accounting Data Processing field group. Then select an Available Port and the Baud Rate. Country-Relevant Settings The Country Relevant tab in the System Configuration window contains group boxes for setting toll call prefixes and emergency numbers.
• Domestic. The dialing plan for your country’s domestic long distance prefix. For example, type in a 1 for 1-plus dialing within the U.S. dialing plan (also known as the North American Numbering Plan). • International. The prefix used for international calls. For example, this is 011 for international calls made in the U.S.
Chapter 4: System Configuration Configuring Music On Hold and Recorded Announcements Callers will hear the music or recorded announcement configured on this tab only if the user places the caller on hold. To configure music on hold when using audio equipment 1. Check Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement. 2. Select the Quantum or Triton Analog Station board number to which the audio equipment is attached. To configure music on hold to play a file 1.
RTP Resource Usage In the event that AltiWare is controlling multiple AltiGateway systems, the music source can come from the primary system or another AltiGateway system. When a music source is in one gateway and listeners are in another gateway, one VoIP resource channel in each gateway is used to convey the music stream. Setting Greeting and Update Prompts To play a prompt before placing the caller into a hold queue: 1. Select the Play Prompt Before Placing the Caller in Queue check box. 2.
Chapter 4: System Configuration There are a total of nine activity codes; the first six are pre-configured as follows: 1 - System Default, 2 - Personal, 3 - Meeting, 4 - Away From Desk, 5 - Business Travel, 6 - Personal Time Off The remaining three activity codes (7, 8, 9) are not assigned and can be customized by the administrator. To assign an activity code, click on an activity code and click Edit. In the Edit Activity dialog box, enter name of the Activity and click OK.
Feature Profiles Select System > System Configuration, then click the Feature Profiles tab to configure feature profiles. Figure 15.
Chapter 4: System Configuration #36 – Call Forwarding #37 – Remote Call Forwarding Other Features: #38 – Outside Call Blocking #39 – Operator Offline #44 – Overhead Paging #45 – Overhead Paging by Trunk #46 – Group Paging #53 – Outgoing Workgroup #54 – Login Workgroup #56 – Logout Workgroup #59 – Workgroup Call Monitor #66 – Trace Collection #73 – Silent System Call Park #90 – Ready to Receive Workgroup Call #91 – Not Ready to Receive Workgroup Call Session Types: Specify whether or not to allow the follow
CT-Bus Configurations To set the CT-BUS configurations, select System > CT-Bus Configuration. The following dialog box opens: Set the CT-Bus Mode and the CT-Bus Clock, and click Apply. Parameter Description CT-Bus Mode The CT-Bus is the telephony switching bus that connects all telephony boards inside each gateway. It can be set as Mu-Law or A-Law. The default is Mu-Law for North America. For European countries and regions that are using E1 digital trunk, this setting needs to be changed to A-Law.
CHAPTER 13 Voice Mail Configuration Use the Voice Mail Configuration window to control the following: • How the system processes voice mail notification • How the system processes voice mail deletion and expired messages • How the system records voice mail, system phrases, custom phrases, personal greetings, directory name recording, and queue phrases • Enabling or disabling of SMTP/POP3 service to deliver voice mail to an e-mail address as an attachment • Enabling or disabling Microsoft Exchange synchr
Figure 1. Voice Mail Configuration, Messaging tab Setting Message Notification Retries When a message is sent to a user’s voice mailbox and outcall notification is configured, the system will try to call a phone number, pager, or an extension to deliver notification. You can set the retry setting for the notification as follows: Parameter Description Maximum Retry Count Can be between 0 and 16.
Chapter 13: Voice Mail Configuration Setting Message Management Options Set voice mail message confirmation and warning parameters: Parameter Description Confirm Message Deletion If checked, the system plays a voice message instructing the user to confirm request for deletion by pressing the # key. This prevents users from accidentally deleting messages with a single key entry.
Parameter Description Postmaster Ext This field defines the extension that will be assigned as a Postmaster Extension. When the e-mail system receives an e-mail with an invalid e-mail account, the automatic reply to the sender (informing of the invalid e-mail account used) is sent from the defined extension. Note: The system always requires an extension to be specified as the Postmaster Extension. By default, the first extension in the system is used.
Chapter 13: Voice Mail Configuration Defining a Distribution List 1. On the Voice Mail Distribution List tab, select an ID (00 – 99) in the System Distribution List ID drop-down list. The list name, if any, now appears in the Name box; the members of the list are now displayed in the Member box, and other available extensions are displayed in the Non-Member box. 2. To give the list a name or change the existing name, type a descriptive name into the Name box. 3.
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CHAPTER 12 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.
record custom phrases, use pre-recorded phrases and use professionally recorded phrases.
Chapter 12: Auto Attendant Configuration To add an AA beyond the first 16: Click the AA Configuration button , or select System > AA Configuration. Exports all your AA settings to an HTML file Figure 1. AA Select window • Edit—opens the AA window, where you can edit the selected AA as described in “Editing Auto Attendants” on page 205. • Add—opens the Add AA dialog box. Select an ID in the drop-down list and type in a descriptive Name for the AA, then click OK.
Figure 2. AA window Note: You can check the Hide ‘No Action’ Items check box to hide items that are set to “no action.” This will give you a cleaner view of your various action items. Configuring Menu Items The AA is a tree-based structure with unlimited tree levels. The following rules guide the basic AA configuration: • Each item is an action point with its ID number and name. • The top of the tree is a "O" (for Origin). • A timeout is indicated by a "T". • Any action item can have a "Prompt".
Chapter 12: Auto Attendant Configuration Action Description Level - Repeat Current Level Repeats the level that contains the “Repeat Current Level” menu item. Level - Go to Top Level Go to the top level and repeat action items on the top level. Level - Go to Specified Item Goes to selected menu item at any level. A dropdown list appears from which you select the item. Call - To Ext./ Group Transfers call to an extension or group number you select in the drop-down list.
Phrase Management You might want to record unique phrases to customize an AA or a group. When the system is configured to have the AA answer incoming calls, callers hear a customized greeting. For example: “Thank you for calling ABC Company. Enter the extension number of the person you wish to speak with. Press 1 for sales. Press 2 for technical support. Press 3 for accounts payable. Press 0 to reach the operator. To repeat this menu, press star (*).
Chapter 12: Auto Attendant Configuration Phrase # Phrase 0297 You may still wait if you prefer, but we suggest you leave a message by pressing the # key on your telephone and we will get right back to you. Recording Custom Phrases from the AltiGen Phone When you create custom phrases from the AltiGen phone, keep a record of phrase numbers and the corresponding phrases so that if a phrase needs to be changed, the correct phrase number is readily available. To record a custom phrase: 1.
5. Once you receive the prompts in the AltiWare format, place them in the C:\PostOffice\phrases\LangCustom directory on the AltiGateway that is running AltiServ. Your prompts are now ready to be used. 210 AltiWare ACC 5.
CHAPTER 5 Board Configuration This chapter shows how to configure AltiGen telephony boards: • Triton Resource Board, page 77 • Triton 30-Party Conference Board, page 77 • Quantum Board, page 77 • Triton Analog Station Board, page 78 • Triton Analog Trunk LS/GS and LS Boards, page 79 • Triton VoIP Board, page 79 • Triton T1/E1 Boards, page 80 • Virtual Boards SIP and H323, page 94 • MAX1000 Board, page 96 For information on how to install AltiGen boards, refer to the Quick Installation Guide provided with
Double-click the board you want to configure, and a Board Configuration window opens, similar to the following: Figure 2. Board Configuration window These are the attributes and buttons in the Board Configuration window (see each board type in the sections that follow for additional notes on each type): Parameter Description Board Info Board Logical ID: assigned by AltiWare. Board Name: the type of board installed in the system and its physical ID.
Chapter 5: Board Configuration Important: To implement some board configuration changes, you must shut down and restart by choosing Services > Shut Down All Services (which also closes AltiWare) and then restarting AltiWare. If this is necessary, a message will pop up telling you so. Using the Triton Resource Board The Triton resource board requires no configuration. Board resources are available when the board is installed. The resource board has a maximum of 12 bridges for: • 6-party conferencing.
• For Quantum boards in a Windows 2000 system, the valid physical board IDs are 115. The physical board ID 0 is not supported. • Depending on whether the channel is a line or a trunk line, double-clicking a channel in the Channel Mapping List opens either a Line Properties window (see “Quantum Line Properties” on page 133, or a Trunk Line Properties window (see “Quantum Trunk Properties” on page 121).
Chapter 5: Board Configuration Configuring the Triton Analog Trunk LS/GS and LS Boards The Triton Analog Trunk board is a long form factor PCI telephony card that supports 8 or 12 trunks, and is available in two models; loop start/ground start (LS/GS) and loop start (LS). Both models have the same features regarding LS. The LS/GS board is required when ground start trunks may be required. Double-click the board in the Boards window to open the Board Configuration window, similar to Figure 2 on page 76.
Configuration Double-click the TritonIP board in the Boards window to open the Board Configuration window, similar to Figure 2 on page 76. See attribute descriptions below Figure 2. Note the following additional information: • Clicking the Board Configuration button opens a window that displays the board serial number, DSP clock, and physical and logical IDs. The drop-down list in the Configure Type field lets you select between a 12-port G.711/G.723/G.729 configuration and a 30-port G.711 configuration.
Chapter 5: Board Configuration You can configure the board type: either T1 or E1 to run T1 CAS, T1 PRI, or E1 CAS, E1 PRI. Additional steps are needed to further configure the CAS or PRI protocol in the Protocol Configuration window, shown in Figure 9 and Figure 10. Figure 6. Triton T1/E1 Configuration dialog box (For information on adding and removing mobile trunks, see “Mobile Extension Configuration” on page 239.
Figure 8. Triton E1 configuration dialog box Reading the Status Messages If the channel group is working, the Status line displays OK. This status line is updated every 3 seconds. If there is an error, a message is displayed. The following table lists the types of error messages and the appropriate actions. Error Message Meaning Action HW failure: Major hardware problem. Board is not responding to commands. Reasons could be: 1) DSP loading failure; 2) If PRI, board failed. 1. Reset board.
Chapter 5: 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:
Error Meaning Line Code Errors Line Code Error is defined as an occurrence of a bi-polar variation or excessive zeroes. Bit Errors Bit Errors are defined as a CRC-6 error in ESF, FT-bit error in SLC-96 and F-bit or sync bit error in SF. Xmt Frame Slips Transmit Frame Slips counter shows the number of frame slips for the transmitter Clear button Use the Clear button to reset the statistics counters. Note: For ideally synchronized systems, Transmit and Receive Frame Slips counters should be ‘0.
Chapter 5: Board Configuration Option Notes System Clock Master You can set the System Clock Master if you have a backto-back configuration and you want this span to be the master clock to the system. (Only one clock master should be selected in a back-to-back system.) See the following section on T1/E1 clocking.
Figure 9. Figure 10. T1 PRI Protocol Configuration dialog box (top half) T1 CAS Protocol Configuration dialog box (top half) Selecting Span Types • T1 CAS—select this option to associate all channels on the span to T1 CAS. • Regular ISDN PRI—select this option to indicate 23B+D ISDN PRI span and to designate the last channel as the D channel. • Custom ISDN PRI—select this option only when your PRI D channel is on the last channel.
Chapter 5: Board Configuration Figure 11. E1 PRI Protocol Configuration dialog box (top half) Figure 12. E1 CAS Protocol Configuration dialog box (top half) Selecting Span Types • E1 CAS—select this option to associate all channels on the span to E1 channel associated signaling. • Regular ISDN PRI—select this option to indicate 30B+D ISDN PRI span and to designate the 16th channel as the D channel. • Custom ISDN PRI—this option is not available.
Setting the ISDN PRI Switch Mode If you select a Span Type of Regular ISDN PRI or Custom ISDN PRI in the T1 PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. Figure 13. T1 PRI Switch Mode The top four settings are used for a connection to a CO switch: • AT&T 4ESS PRI • AT&T 5ESS PRI • NT DMS-100 PRI • NI-2 PRI (default) The bottom four settings are used for a PRI tie trunk configuration where two AltiWare systems are connected back to back.
Chapter 5: Board Configuration If you select a Span Type of Regular ISDN PRI or Custom ISDN PRI in the E1 PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. E1 PRI Figure 14. E1 PRI Switch Mode The top three settings are used for a connection to a CO switch: • Austel TS014 PRI • ETSI NET5PRI • NT DMS-100 PRI The bottom three settings are used for a PRI tie trunk configuration where two AltiWare systems are connected back to back.
Configuring an ISDN Numbering Plan The ISDN Numbering Plan button in the Protocol Configuration window opens the PRI ISDN Numbering Plan dialog box. This function allows you to select how the system will identify and code the Called Number for six different types of calls. This coding instructs the CO on how to interpret the number being sent to it. Figure 15.
Chapter 5: Board Configuration • Numbering Plan: – Unknown – ISDN – National – Private The setting Unknown is used when the user or network has no knowledge of the numbering plan. In this case, the number digits field is organized according to the network dialing plan. B Channel Maintenance Message: This setting controls B channel initialization and maintenance message exchange between AltiWare and the CO, when the system starts up.
Setting PRI Calling Numbers A PRI Calling Number Setting in the bottom half of the Protocol Configuration dialog box lets you set the numbers you want your Carrier to accept. Figure 16. PRI Calling Number Setting Most PRI trunks allow an AltiServ system to send calling numbers. For example, 10 different extensions in the same PBX system have 10 different DID numbers. With the calling number feature provided by Carriers, the callee will receive a more accurate caller ID.
Chapter 5: 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.
Configuring Virtual Boards SIPSP and H323SP A VoIP connection typically consists of two parts: • Signal Channel—responsible for setting up and tearing down a call using protocol. For example, SIP protocol is used in AltiWare 5.1 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 5: Board Configuration The number of configured channels and licensed channels are displayed. AltiServ is set by default to support 60 SIP extension channels. You can change the number of SIP extension channels and tie-trunk channels, up to 400. If you change the numbers in this dialog box, you must shut down and restart the switching and gateway services for this change to take effect. When the services restart, the new configuration appears in the Currently Configured Channels fields.
Configuring the MAX Board The MAX Server is a telecom appliance that consists of an embedded DSP board and two access board slots. AltiWare treats the entire MAX system as one board with two access board options. The Boards window displays the MAX board as “MAX[xxyy(-T1),xxyy]: Figure 19. Boards View showing MAX board xx refers to the number of analog trunks, and yy refers to the number of analog extensions. If an access board has a T1/E1 port, -T1 is added to the end.
Chapter 5: Board Configuration Double-clicking a channel in the Channel Mapping List opens the appropriate configuration dialog box for that channel. • For information on configuring the T1/E1 trunk, see “Triton T1/E1 Trunk Properties” on page 109. • For information on configuring the Triton Analog Trunk, see “Triton Analog Trunk GS/ LS Properties” on page 112. • For information on configuring a Triton Analog Line, see “Triton Analog Station Line Properties” on page 134.
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CHAPTER 6 Trunk Configuration Trunk attributes and parameters are set using the Trunk Configuration window. The attributes and options available depend on the type of board and trunk. This chapter discusses general configuration options applicable to all trunks, followed by specific configuration options for the following trunk types: • H.
Figure 1. Channel Information box Opening the Trunk Configuration Window To open the general Trunk Configuration window, do one of the following: • Click the Trunk Configuration button in the toolbar. • Select PBX > Trunk Configuration. • Double-click a trunk in the Trunk View window. Selecting Channel Properties from the right-click menu in Trunk View bypasses the general Trunk Configuration window to open a trunk properties window specific to the selected trunk. Figure 2.
Chapter 6: Trunk Configuration The Trunk Configuration window opens: Figure 3. Trunk Configuration, General tab Selecting Trunks to Set Attributes The title bar of the Trunk Configuration window displays the card and the channel of the selected trunk. The list on the left shows all the configured trunks. The Location format is the same as in the Trunk View window, that is, Logical Board ID : Channel Number. The logical board ID is assigned by the system.
Setting General Trunk Attributes Select a channel to view its current attributes. You can then set or change the following attributes. If an option is grayed out, it is not available for that type of trunk: • Access Code—Assign a trunk access code to the selected trunk. If you need to use a trunk access code other than 9, you must first set this up on the Number Plan tab of System Configuration (see “Setting a System Number Plan” on page 50).
Chapter 6: Trunk Configuration Paging—This configuration is for an overhead paging equipment and requires a Loop Start trunk port. The paging equipment will provide loop current to the trunk port. When this option is selected, you can assign an ID in the drop-down list. The range of paging IDs are from 00 to 99, which allows AltiWare to be connected to up to 100 paging systems through trunks for multi-zone paging applications. To activate a trunk paging port, dial #45 and the ID number.
Note: For IP tie trunks, use the IP Dialing Table in AltiEnterprise Manager to set the dialing scheme (AltiEnterprise Manager is available by selecting VoIP > Enterprise Network Management, or from the Windows Start menu). • Trunk Call Predial String—To have the system automatically insert the configured digits whenever the selected trunk is used for outgoing calls.
Chapter 6: Trunk Configuration • Holiday Profile—A holiday profile can be assigned to a trunk. The drop-down list selection is based on settings configured in the Holiday tab of System Configuration (see “Routing Calls on Holidays” on page 58). • Business Hour Profile—A business hour profile can be assigned to a trunk. The drop-down list selection is based on settings configured in the Business Hours tab of System Configuration.
H323 Tie Trunk Properties To open a trunk configuration dialog box for an H323 tie trunk, do one of the following: • In the Trunk Configuration window, select an H323 trunk type, then click the Trunk Properties button. • In the Board View window, double-click an H323 board type, then click the Board Configuration button. Board configuration is discussed in “Configuring the H323SP Board” on page 95. Max Trunk Channel sets the maximum number of trunk channels for this board in increments of 4, from 4 to 96.
Chapter 6: Trunk Configuration SIP Trunk Properties Traditionally telecom trunks are from your local carrier’s PSTN switch and the dial tone is provided via either analog trunks or T1/PRI digital trunks. A new type of service called “IP Dial Tone,” which allows you to dial a long distance call at a lower rate, is available. IP Dial Tone is delivered through your IP data network, and the service provider can be anywhere in the world, as long as the VoIP data packets can be routed properly.
The SIP Trunk Configuration dialog box opens: Figure 5. SIP Trunk Configuration dialog box and Edit box To edit a line, click the Edit button, fill in the blanks, and click OK.
Chapter 6: Trunk Configuration Triton T1/E1 Trunk Properties To open a configuration dialog box for a Triton T1/E1 channel, do one of the following: • If you’re in the Trunk Configuration window, select a Triton T1/E1 channel from the trunk channels list, then click the Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. Figure 6.
Parameter Description Caller ID and DID Collection You can select the maximum time-out delays, in seconds, and the appropriate sequence of symbols to be collected for Caller ID and DID. Max. seconds before the first digit Maximum wait time before time-out for the system to identify this digit after either the first ring in ground start or loop start or the wink in wink start. The range is from 1-6 seconds, or None, with a default value of 3 seconds. Do not change this value unless advised.
Chapter 6: Trunk Configuration Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequence window. Figure 7. Sample Incoming Sequence window When a call comes in, the system tries to match the incoming sequence to either the first or second Incoming Sequence Digit String sequence. If no match is found, no Caller ID or DID digits will be collected. • The system waits 3 seconds for the first digit to arrive.
Triton Analog Trunk GS/LS Properties To open a configuration dialog box for a Triton Analog Trunk GS/LS channel, do one of the following: • If you’re in the Trunk Configuration window, select a Triton Analog Trunk GS/LS channel from the trunk channels list, then click the Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. Figure 8.
Chapter 6: Trunk Configuration Parameter Description Incoming Ring Single—Default setting for North America Double—For countries using Ring-Ring-Silent type of ring pattern Impedance The resistance of electrical current to alternating current, measured in Ohms. Impedance occurs when power or signal is transferred from one circuit to another. When a trunk interface impedance is greatly mismatched with the CO analog line, it may result in static noise and echo heard by IP phone users.
Parameter Description Tone Disconnect Busy tone (reorder tone, fast busy tone, error tone, and so on) or dial tone (continuous tone, and so on). This should be used in conjunction with drop in loop current. For COs who cannot guarantee loop break, this may be the only option. Receiver/ Transmission Gain Slide setting adjusts the gain from -6 dB to 6 dB for every Triton Analog Trunk channel. The gain is not adjustable, by default. The user needs to run the diagnosis first to change the gain.
Chapter 6: Trunk Configuration Parameter Description Rx Level at 600 Ohms The Rx Level measurement at 600 Ohms, obtained by clicking the Test Rx Level button. See Test Rx Level button, below. Test Rx Level button Tests the receiving level of the trunk channel on a call to your local CO’s Milli-Watt Test Number after you set the Impedance parameter to 600 Ohms and the Rx Gain to 0dB. Results are displayed in the Rx Level at 600 Ohms field.
Note: If the Hybrid Echo Return Loss reading of a trunk is worse than -6 dB, for example, -5 db, the trunk may be subject to VoIP voice quality problems. Use this trunk to connect to analog phones only, or configure it to be the least used trunk. (Acceptable range for Hybrid Echo Return Loss is -6dB to -26dB.) Noise Level should be less than -67dBm (acceptable range is -67dBm to 90dBm). 2. Make calls from the trunks to test voice quality. 3. Repeat steps 1 and 2 for all other trunk channels.
Chapter 6: Trunk Configuration 4. Click the Test Rx Level button. When the test is complete, the Test Rx Level dialog box is displayed: 5. Click OK. The Rx Level measurement is displayed in the Diagnosis section of the main dialog box. If you call your local CO’s Milli-Watt Test Number, the acceptable range for Rx Level should be between -6dB and -3 dB, with -5dB being ideal. 6. Restore the Impedance and Rx Gain settings, and click OK.
Figure 11. 3. Set the Timeout to Repeat Current Level. Figure 12. 4. Setting the AA to play a prompt phrase Setting Timeout to Repeat Current Level Select a trunk as a testing reference—an analog trunk with a specific phone number is best—and set the trunk In Call Routing to the Test Line Loss AA. 118 AltiWare ACC 5.
Chapter 6: Trunk Configuration Figure 13. Setting trunk In Call Routing to an AA 5. Call from one trunk to the testing reference trunk. You should hear a 1kHz tone playing at the originating side. 6. While the tone is playing, measure the Rx Level at the trunk that is making the outgoing call. If the reading is less than -6 dB, for example -3 dB, take the following steps to attenuate the gain for the Triton Analog Trunk to IP phone connection: a.
If the reading is worse than -18 dB, you should contact your CO to adjust the line loss to the acceptable range. 120 AltiWare ACC 5.
Chapter 6: Trunk Configuration Quantum Trunk Properties The Quantum board is a supported but discontinued board. To open a configuration dialog box for a Quantum channel, do one of the following: • If you’re in the Trunk Configuration window, select a Quantum channel from the trunk channels list, then click the Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the Quantum channel and select Channel Properties. Figure 14.
Parameter Description Incoming Ring Type Single—Default setting for North America Centrex Flash Duration (ms) Specifies the Flash Duration time in milliseconds, with a range from 50 ms to 1000 ms. This setting complements the Centrex Flash Support option in the General tab for the trunk. Detect Trunk Status By Loop Current When selected, the analog trunk will check the loop current and if connected will change the state to “Idle.
Chapter 6: Trunk Configuration Parameter Description Transmit to CO (dB Gain) Slide setting adjusts the gain from the trunk to the CO from 0 dB to -7 dB for every Quantum Trunk channel. The default setting is 0 dB, and it is highly recommended not to change this setting. Caution! Setting the volume too high will cause distortion in voice quality and/or missed DTMF digits. AltiWare ACC 5.
Incoming Call Routing To set incoming call routing for a trunk, select the trunk on the General tab, then click the In Call Routing tab in the Trunk Configuration window. The trunk location appears in the title bar. Figure 15.
Chapter 6: Trunk Configuration Figure 16. Trunk Configuration, Out Call Blocking tab If you select Trunk allowed for Outside Calls at Any Time, call restrictions set in System Configuration, Outcall Routing, and Extension Configuration still apply to calls made on the trunk. If you select Outside Calls Allowed According to The Following Schedules, you can then use the Schedule 1, 2, and 3 options to set up to three different time periods during which calls are allowed.
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CHAPTER 14 In Call Routing Configuration In Call Routing rules determine how the system routes incoming trunk calls to various targets. The system’s routing steps are as follows: Step Routing Process 1 Match DID number configured in extension, workgroup, or hunt group. If there is no match, go to the next step. 2 Match caller ID defined in the Caller ID Routing table. If there is a match and • today is a holiday, route the call according to the Holiday Profile’s routing rules.
Caller ID Routing When an incoming call comes through a trunk with Caller ID, the system can route the call to the proper extension, to the auto attendant, or to the operator, based on the Caller ID number collected. In order to locate an entry in the Caller ID table for an incoming call, a full match is required. To access Caller ID routing, click the Caller ID Routing tab in the In Call Routing Configuration window. Figure 1.
Chapter 14: In Call Routing Configuration Defining Caller ID Routing After adding an entry, you define it by first selecting it in the list. When you select an entry, its name and other defined attributes, if any, appear in the fields of the tab. You can edit any of these attributes.
Figure 2. In Call Routing window, DNIS Routing tab Adding and Deleting DNIS Route Entries To add entries to the DNIS routing table, click the Add button. In the dialog box that appears, type in a DNIS Number and a descriptive DNIS Name, then click OK. The number and name entries have the following requirements: • The DNIS Number must be the numbers 0–9 (the hyphen is not accepted in this dialog box). For example, 2529876 is an acceptable entry, but 252-9876 is not.
Chapter 14: In Call Routing Configuration Within each of these three time slots, you have the following routing options for incoming calls: • Route to a particular extension selected in the drop-down list • Route to a particular auto attendant selected in the drop-down list • Route to the operator Also, you can set additional routing attributes based on: • Holiday Profile—routes incoming calls based on Holiday Profiles configured in the System Configuration window (see “Routing Calls on Holidays” on page
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CHAPTER 16 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.
Configuring Out Call Routing To configure out call routing, select PBX > Out Call Routing Configuration. The following configuration steps may help you configure out call routing correctly. 1. Before you configure Out Call Routing, make sure a route access code is configured in the System Configuration window, Number Plan tab.
Chapter 16: Out Call Routing Configuration Working with Route Definitions A route definition consists of a route name and group of trunks, listed in the order that the system will use for outgoing calls. Figure 1. Out Call Routing Configuration, Route Definition tab Parameter Description Route Index For identification purposes only. Route Name Description of the route (maximum 40 characters). Digit Manipulation You can insert or delete digits from the dialed number.
To create a route 1. Click Add under the route definition list. The Add an entry dialog box appears: 2. Type in a name and index number, and click OK. 3. To add trunks to the route, select trunks from the Not Member list and use the button to move selected trunks to the Member Trunks list. 4. Use the Up and Down buttons to change the position of a trunk in the Member Trunks list. This is the order in which trunks are accessed. 5. Click Apply.
Chapter 16: Out Call Routing Configuration Click the Default Routes tab in the Out Call Routing Configuration window to configure default routes. For each type of call, the system will use trunks specified in the “1” field, if available, otherwise use trunks in the “2” field, and so on. Figure 2.
• You would like to block a dialing pattern in addition to system restriction setting. Dialing patterns are exceptions. If you can, minimize the number of dialing pattern entries. Most companies don’t need to create dialing patterns. To create a dialing pattern 1. Click the Dialing Pattern tab on the Out Call Routing Configuration window. Figure 3. Out Call Routing Configuration, Dialing Pattern tab 2. Click the Add button. The following dialog box appears: 3.
Chapter 16: 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.
Configuration Example - Solving 10-digit Dialing Situation: Company ABC located in Dallas, area code 214, has one PRI circuit from the local carrier. Both 214 and 972 area codes are local 10-digit dialing area codes. The carrier will reject the call if the system dials 1214 or 1972 when dialing a local call. Configuration Steps: 1. Create a route to include all the T1 channels. 2. Apply the route to Default Routes. 234 AltiWare ACC 5.
Chapter 16: Out Call Routing Configuration 3. On the Dialing Pattern tab, add two dialing patterns: “1214” and “1972”, each with a pattern length of 11. 4. Define a route called “10-digit Dialing” and add all T1 channels to the route. In the “Digit Manipulation” section, check the first box, select Delete from Head, and delete 1 digit: 5. Apply the “10-digit Dialing” route to dialing pattern 1214 and 1972: AltiWare ACC 5.
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 16: 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 drop-down list to select the En-Bloc route definition (assigned in step 2).
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CHAPTER 7 Extension Configuration The Extension Configuration window provides for creating extensions and setting their attributes. To open the Extension Configuration window, do one of the following: • Click the Extension Configuration button on the toolbar. • Select PBX > Extension Configuration. Note: To set up an IP extension, see “Setting Up IP Extensions” on page 157. To set up a mobile extension, see “Mobile Extension Configuration” on page 239. Click a column head to sort by that column.
• 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. • IP Extensions are generally associated with an AltiGen IP phone. The option is unavailable when the Enable IP Extension option is not checked.
Chapter 7: 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.
(Ext. 101 using 1012, 9101, 10101, and so on) are not allowed. The letters map to numbers as follows: Numbers Letters Numbers Letters 2 A, B, C, a, b, c 6 M, N, O, m, n, o 3 D, E, F, d, e, f 7 P, Q, R, S, p, q, r, s 4 G, H, I, g, h, i 8 T, U, V, t, u, v 5 J, K, L, j, k, l 9 W, X, Y, Z, w, x, y, z • DID Number—Each extension can be assigned a DID number.
Chapter 7: Extension Configuration • Agent - Allows the extension to be added as a member of one or multiple hunt groups or workgroups. “(Agent)” will be displayed in the extension’s Type field, next to the extension type. Forced Account Code These settings determine how callers use any account codes you have established when making outgoing trunk calls. For information on creating account/code associations, see “Creating Account Codes” on page 65.
• The recording setting at Extension Configuration only applies to personal calls. The recording setting at Workgroup Configuration only applies to workgroup calls. To allow an agent to record all calls (personal and workgroup), both recording settings must be enabled. Physical Location and Type You can change the extension’s type and location. Changing the Type The type of extension—physical or virtual—is set when you create the extension.
Chapter 7: Extension Configuration Quantum Line Properties If you select a Quantum board extension and click Line Properties, you’ll see the Quantum Line Properties dialog box. Figure 2.
Parameter Description Transmit to phone (dB Gain) Range is 0 to -7 dB. You can decrease the extension phone's receiving volume up to 7dB with this setting. When it is decreased, the volume is lower for the extension user. Default is 0. Triton Analog Station Line Properties If you select a Triton Analog Station Board extension and click the Line Properties button, you’ll see the Triton Analog Station Line Properties dialog box.
Chapter 7: Extension Configuration Parameter Description Message Waiting Signal Type Type of Message Waiting indicator for the phone set: • None • FSK/SDMF—Frequency Shift Keying/Single Data Message Format indicator. • FSK/MDMF—Frequency Shift Keying/Multiple Data Message Format indicator. (Default for US/ Canada installation.
Phone Display Options For analog and IP phones, the administrator can select what information is to be displayed. Depending on the number of display lines on the LCD, the phone can be set up to show two lines of specific caller information on the display.
Chapter 7: Extension Configuration You can assign an extension to and remove an extension from a group in the Extension Configuration window too. To assign an extension to a workgroup, the extension must be designated as an Agent extension. This is done on the General tab of Extension Configuration (check the Agent check box). A hunt group member does not have to be designated as an Agent. To configure group options for an individual extension 1.
To remove a group assigned to a physical or virtual extension 1. Click the group number in the Member list. 2. Click the Remove button. The group moves to the Not Member list. Note: You can use Shift+click and Ctrl+click to select more than one group. Setting Wrap-up Time You can set the Wrap-up Time for the selected physical agent extension. This option doesn’t appear for a virtual extension or a non-agent extension.
Chapter 7: Extension Configuration To set an agent’s outgoing workgroup In the Log Outbound Call to Workgroup field, use the drop-down list to choose a workgroup from among the workgroups the agent belongs to. If the Allow agent to change check box is selected, the agent can change the outgoing workgroup from the phone set by using feature code #53 or from AltiAgent.
Editing Speed Dial Entries To add or edit an entry 1. Double-click the Station Speed ID number you want to work with, or select the number and click Edit. Or click Add to add an entry. A dialog box appears: 2. Select the ID number using the drop-down arrow, type in a name for the Speed Dial entry, then the full number as you would dial it, with a maximum of 20 digits per entry.
Chapter 7: Extension Configuration Figure 6. Extension Configuration, Mail Management tab Setting an Information-Only Mailbox You can select the Information Only Mailbox check box to set virtual or physical extension mailboxes to Information Only, then click Apply to to set one or more extension mailboxes. An Information Only mailbox allows callers to listen to customized recorded announcements. To repeat the announcement, callers are instructed to press the # key.
Mail Forwarding Options • Enable Mail Forwarding—selected, the user’s e-mail will be forwarded to the email address you specify in the Forward Email Address box. The address should be a full address, including the domain (for example, jsmith@thecompany.com). If you enable mail forwarding, you also specify what you want done with the original messages after they have been forwarded.
Chapter 7: Extension Configuration Parameter Description Mailbox Size Mailbox size in MBs of stored messages. The range is 1–500 MB, with a default of 50. Max Message Length Maximum length of voice messages in minutes. The range is 1–30 minutes, with a default of 5 minutes. Retention Length of Saved Messages Number of days saved messages are archived by the system. The range is 1–90 days, with a default of 60. These options can be applied to multiple extensions using Apply to.
Setting the Message Types for Notification Select the types of messages for which the extension user is notified: • None—No notification. Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received. • Urgent Voice Messages Only • All Voice Messages The system will perform notification under the following conditions: • Extension's message notification is set to Urgent Voice Messages Only.
Chapter 7: Extension Configuration • SecurityConnectionDuration (value range is from 1-1440 minutes [24 hours]). When the setting is out of range, the default of 120 minutes will be used. • SecurityNumberOfCalls (value range is from 1-100 calls). When the setting is out of range, the default of 20 calls will be used. Adding security values to the registry To add one or both of the above security values to the Windows registry: 1. Choose Run from the Windows Start menu, type regedit, and click OK. 2.
• For the Pager option, the system calls the specified pager number and then dials the system main number (as set in System Configuration, General tab), which is then displayed on the user’s pager. For the operator-assisted paging function, the operator phone number and the pager number must be entered in the * format.
Chapter 7: Extension Configuration Note: You may need to try a different delay setting to make sure the user return number is transmitted properly after configuration. Setting Notification Business Hours You can choose one of three options for when the extension user is to be notified of new messages: • Non-Business Hours—notification only during non-business hours. Business hours are set in System Configuration, Business Hours tab (see “Setting Business Hours” on page 56).
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 128 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 7: Extension Configuration sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call. AltiGen recommends that you leave the fourth option unchecked for all extensions at all times. Setting Answering Options Answering options include forwarding, handling busy calls, handling no-answers and other options. Which options are available depends on the type of extension.
A One Hop Limit to Call Forwarding for a Transferred Call There is a one hop limit to call forwarding when the call that is being passed is a transferred call. For example, extension 100 receives a transferred call and forwards this call to extension 101; extension 101 is set to forward all calls to extension 102; extension 102 receives the call but CANNOT forward this call to another extension.
Chapter 7: Extension Configuration seconds, then dial 211. Second example: "102,,01,,,5#" means dial extension 102, wait 2 seconds, dial 01, wait 3 seconds, and then dial 5#. For a trunk call, the wait time starts right after the digits are dialed (even while the target phone is ringing). For an extension call, the wait time starts after connecting to the extension (it does not start from ringing). • To Paging Trunk—This option is available only to virtual extensions.
Handling Unanswered Calls The No Answer Call Handling function provides options for handling calls when no one answers the extension within a specified number of rings. Except for Enabling One Number Access, these options are not available to virtual extensions. To enable these options, check the Enable No Answer Handling check box. Use the Number of Rings Before Handling scroll box to select a number between 2 and 20 for the times the telephone rings before the call is handled by the system.
Chapter 7: Extension Configuration To configure ONA, select the extension number from the Agent/Supervisor/ Extension list, then click the One Number Access tab. Figure 11.
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 7: Extension Configuration Setting Up Monitor Lists The Monitor List tab provides for setting up lists of extensions for which call processing events can be monitored by the extension user. Once a monitor list is established, the application logging into the extension can receive call events for the monitored extensions. The monitor list is available in the AltiView and AltiAgent Monitor windows, as well as Line Monitoring events in AltiGen SDK.
Configuring a Monitor List To set up a monitor list, select the extension number to receive the monitoring rights from the Agent/Supervisor/Extension list, then click the Monitor List tab. Figure 12. Extension Configuration, Monitor List tab To add members to the list 1. From the Monitor Available list, select the extensions to add to the extension user’s AltiView Change Monitor window. 2. Click Add to move the extensions to the Monitor List. To remove members 1.
CHAPTER 8 Setting Up IP Extensions The AltiGen IP phone communicates with the system using SIP protocol to establish the signaling channel and media channel (the voice steam, using RTP protocol). With SIP implementation, the system establishes a signaling channel to an IP phone when the IP phone is in use. Figure 1. Concept of signaling and media channels The media channel (voice stream) is connected between two IP phones under normal operation.
Figure 2. Signaling and media channel between two IP phones Signaling Channel—A SIP signaling channel communicates between the system and the IP phone to perform call control, including call setup, tear down, registration, and phone feature access. The signaling channel implementation consists of the following elements: • SIP Virtual Board—Establishes a logical board ID relationship with other types of physical boards in the system (displayed on Board View window as SIPSP board).
Chapter 8: 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.
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. 160 AltiWare ACC 5.
Chapter 8: Setting Up IP Extensions • Monitor Codec Usage—Viewing codec usage status. Setting an IP Extension To make an extension an IP extension, 1. In the Extension Configuration General tab, select the extension from the list at the left and check the enable IP Extension check box. 2. Select the address type.
• The user presses #26 to log out from the IP phone • The server loses connectivity to the IP phone • The IP Extension's channel is taken over by another extension • The user exits from an IP Talk session Once associated with a fallback mobile extension, when the network connectivity is restored, the fallback mobile extension stays active, and the user must re-register the phone to reconnect to the server.
CHAPTER 9 AltiGen IP Phone Configuration AltiGen manufactures a series of IP phones.
This opens the AltiGen IP Phone Configuration window, where, after setting up an IP extension, you can set parameters for the extension: Figure 1. IP Phone Configuration window, General tab The left side of the IP Phone Configuration window displays all the IP phone extensions that have been set up in the system. 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.
Chapter 9: AltiGen IP Phone Configuration Parameter Description Debug This is for debugging the IP phone using Telnet. You need to enter a Diagnostic password when logging in to AltiWare Admin (before you enter your Admin password) to enable this configuration. Time Display • Offset—a per phone-based configuration that allows a remote IP phone to display a different time, based on location. The offset is the time difference, in hours, between the AltiGen system and the IP phone.
After setting parameters on the General tab, go to the tab that corresponds to the phone type, and configure the programmable keys (plus the Display Workgroup Status field on the Alti-IP 600 and IP 705). Programmable key settings are described in the next table. Figure 2. IP Phone Configuration window, IP 705 tab and IP 710 tab 166 AltiWare ACC 5.
Chapter 9: AltiGen IP Phone Configuration Parameter Description Programmable Keys Use the drop-down list to assign one of the following functions to the desired keys: • N/A—when selected, the corresponding programmable key cannot be used. • BLF (Busy Lamp Field)—when selected, enter an extension number in the field below; this will be associated with the corresponding programmable key to this extension number; the light in this programmable key indicates that the extension number is busy or ringing.
Important: The configuration in AltiWare Administrator will override the IP phone’s local configuration after the IP phone is registered. If the IP phone’s local configuration is changed while in Basic mode, these changes will be overwritten by AltiWare Administrator settings. Important: Administrators should perform any updates to the IP phone’s firmware after normal business hours or when the IP phone is not in use.
CHAPTER 17 Mobile Extension Configuration If your company has employees working at home or servicing customers in the field, you can connect their home phones or cell phones to the AltiGen PBX, providing them with the same productivity features as if they are working in the office.
Mobile Extension Diagram A simulated physical board (MobileExt board) will be created if an analog trunk or T1/ PRI trunk is configured as a MobileTrunk. You can configure up to 256 mobile extension ports. T1, PRI and analog trunks can be shared for regular incoming and outgoing calls and mobile trunk connections. Figure 1. Mobile Extension Diagram In AltiWare 5.1, an analog trunk can be dedicated to one mobile extension user. A PRI trunk can only be shared by all mobile extension users.
Chapter 17: Mobile Extension Configuration button. In the dialog box that appears, click the Add/Remove Mobile Trunks button. Figure 2. Adding a mobile trunk The Add/Remove Mobile Trunks dialog box appears. 2. Add trunks to the Mobile Trunk Member List from the Not Member List by selecting the channels and clicking the Left Arrow button. If PRI span is used, only the whole span can be added or removed, not individual PRI channels. T1 and analog trunks are added or removed individually.
3. When you are finished adding channels as mobile trunks, restart AltiWare. A MobileExt virtual board appears in the Boards window. Figure 3. 4. Boards window with virtual MobileExt board displayed Note the logical ID of the MobileExt board. In Figure 3, it is 15. To set up a mobile extension 1. Open the Extension Configuration window. 2. To assign an extension to a mobile extension port, select a virtual extension and change it to a physical extension. 242 AltiWare ACC 5.
Chapter 17: Mobile Extension Configuration Figure 4. 3. Changing a virtual extension to a physical extension and setting the location By clicking the Next or Prev button in the Location panel, select the MobileExt Logical Board ID and Logical Channel ID for this extension, then click Apply. The new location is displayed in the Extension View window. 4. With the extension selected, click the Line Properties button to configure the mobile PSTN number and other options for this mobile extension.
Figure 5. ExtensionAnywhere Configuration - MobileExt dialog box • Target Phone Number—Enter the number that will be dialed when the system tries to ring this mobile extension. Do not include the trunk access code. • Caller ID—When this mobile extension user calls into the system, the system will use this caller ID to match the extension number.
Chapter 17: Mobile Extension Configuration Figure 6. Mobile Trunks dialog box • In the Phrase panel, you have three options: You can select either Press Any Key To Answer Call or Play Phrase After Answered. And you can select Play Phrase Before Dial Tone. You can use the Apply button to apply selections in this panel to other mobile extensions.
Figure 7. Mobile Extension Board Configuration dialog box • Max Number of Extensions—If more mobile channel support is required, change this to a larger number (256 extensions maximum), and then reboot the system. • Key Simulation—Check the first check box to allow the mobile phone user to use the * key to simulate “FLASH”. 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.
Chapter 17: Mobile Extension Configuration Voice Mail for Mobile Extensions When the mobile extension phone is turned off or busy, messages can go to the extension’s voice mail in AltiWare or to the mobile phone’s voice mail: • To send a call to the mobile extension’s voice mail in AltiWare, check the Press any key to answer call check box. • To send a call to the mobile phone’s voice mail, the Press any key to answer call check box must be unchecked.
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CHAPTER 10 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.
The Huntgroup Configuration window provides for creating hunt groups, setting their attributes, and assigning group members. To open the Huntgroup Configuration window, select PBX > Huntgroup Configuration. Figure 1.
Chapter 10: Hunt Group Configuration To add a hunt group: 1. Click the Add button under the Group List. The Add New Group dialog box opens. 2. Type in a group number for the hunt group. 3. Check the Global group check box if you want the group to be visible to other systems within the VoIP domain. See Chapter 21, "Enterprise VoIP Network Management" for more information. 4. Click OK.
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 10: Hunt Group Configuration Figure 2. Huntgroup Configuration, Group Member tab 3. Select the extension number(s) in the Not Member list. Use Ctrl+click or Shift+click to select several extensions. 4. Click Add to move them to the Member list. Note: If the hunt group pilot extension is configured to Ring All Available Members, the maximum number of members is 20. See “Setting Call Handling Options” for details. To remove extension(s) from a hunt group: 1.
To work with mail management settings, click the Mail Management tab, and select the hunt group number you want to work with from the Group List. Figure 3. Huntgroup Configuration, Mail Management tab Note: You can use Apply to to apply mailbox settings to one, some, or all hunt groups. See “Apply to Button” on page 170 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 10: 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.
Figure 4. Huntgroup Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use Apply to to apply mailbox settings to one, some, or all hunt groups. See “Apply to Button” on page 170 for more information on using Apply to.
Chapter 10: Hunt Group Configuration • Phone/Pager - for the Phone and Pager options, first specify the trunk or route access code using the drop-down list next to the Extension radio button. The Any option means to locate any available trunk. Then type in the number with all relevant dialing prefixes other than the trunk code, using a maximum of 63 digits.
• 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 10: Hunt Group Configuration Figure 5. Huntgroup Configuration, Call Handling tab Handling Busy Calls You have several options for handling calls while the agents in a hunt group are busy. If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, check the Enable Busy Call Handling check box, then select from the following forwarding options: • Group Queue—The caller will stay in the hunt group queue waiting for any agent available.
• To AA—select the AA to use in the drop-down list under the option. • To a Group—select a group from the drop-down list. • To the Operator • To an Outside Number—this option is available if it is allowed in the Other Call Restrictions option in the Restriction tab, as discussed in “Setting Other Call Restrictions” on page 148. Also, see “Outcall to Cellular or PCS Phone Numbers” on page 177.
Chapter 10: Hunt Group Configuration • Ring Next Available Member—a round-robin method that attempts to evenly distribute calls among the group members. This method sends the call to the next member configured in a hunt group (regardless of whether the previous member is busy or not). In other words, if the previous call was sent to #3 in the group, the present call is sent to #4, if #4 is not busy. • Ring All Available Members—all extensions in a hunt group.
The default audio peripheral setup is discussed in “Audio Peripheral Configuration” on page 68. Setting a custom configuration in the Queue Management tab involves selecting other available phrases from the drop-down lists. Depending on how long the caller is in the queue, the caller will hear phrases 1-5, in order, after which phrase 5 will be repeated. For information about creating custom phrases, see Chapter 12, "Auto Attendant Configuration". 182 AltiWare ACC 5.
CHAPTER 18 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.
Figure 1. Paging Group Configuration window To set up a Paging Group: 1. In the Paging Group configuration window, below the Group List, click the Add button. 2. Enter a number for the paging group in the Add New Group dialog box. 3. Check the Global Group check box if you want this group to be visible to other gateways. 4. Click OK. 5. 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.
Chapter 18: Paging Group Configuration To add members to a Paging Group: 1. On the Group Member tab of the Paging Group Configuration window, select the desired extension(s) in the Not Member list. Use Shift+click or Ctrl+click to select several extensions from the list. 2. Click the Add button to move them to the Member list. Figure 2. Paging Group Configuration, Group Member tab When a member is added, its default state is Login.
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CHAPTER 15 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.
Figure 1. Line Park Configuration window To set up a Line Park Group: 1. In the Line Park Configuration window, click the Add button below the Groups list. 2. Enter a name in the Add Line Park dialog box, and click OK. 3. Select line ID numbers from the Non-Member List and click the Add button to add them to the Member List. 4.
Chapter 15: Line Park Configuration • Play ring back tone if the call has not been prompted or answered— when this check box is checked, the caller will hear a ring back tone if the call has not been answered by any extension or voice mail. If the call is answered and parked, the caller will hear a greeting phrase and on-hold music.
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CHAPTER 11 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.
• Agent ready/not-ready and wrap-up management • Allow supervisor to redirect and change call priority in queue (ACM) • Record inbound and outbound workgroup calls (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 Logout (#56) • Set Ready (#90) and Not Ready (#56) • Set
Chapter 11: Workgroup Configuration 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. Basically, this agent does not have a phone associated with the extension.
• Promoted call priority can carried be to another ACM system over VoIP tie trunk. Creating and Configuring Workgroups The Workgroup Configuration window provides for creating workgroups, setting their attributes, and assigning group members. To open the Workgroup Configuration window, select Call Center > Workgroup Configuration. Figure 1.
Chapter 11: Workgroup Configuration Clicking the Apply to button pops up a list of all workgroups to which the change can apply. All workgroups are selected by default. You then de-select the ones you don’t want, or de-select all and then select the ones you want. Note that you cannot use the mouse to drag over and select multiple items; you must use the Shift and Ctrl keys.
• DID Number—each workgroup can be assigned a DID number. This number does not have a fixed length, but the length must be long enough (range 2–16) for the system to match the DID incoming call. • Enable Dial-By-Name Service—check this box to allow callers to search the list by employee name for this workgroup extension. • Description—describe the purpose of this workgroup.
Chapter 11: Workgroup Configuration The Service Level Calculations Options button opens the following dialog box. Figure 2. Service Level Calculation dialog box In the Method Options section, select one of the following: • TSL (Total Call Service Level)—the service level calculation is: TSL% = Total WG inbound calls within SLT / Total WG inbound calls. This is the default option.
– The recording session starts when the call enters the connected state and ends when hang up or flash is pressed, or when the call is transferred. – The recording setting at Extension Configuration applies only to personal calls. The recording setting at Workgroup Configuration applies only to workgroup calls. To allow an agent to record all calls (personal and workgroup), both recording settings must be enabled.
Chapter 11: Workgroup Configuration To remove extension(s) from a workgroup: 1. Click the extension number(s) in the Member list. 2. Click Remove to move them to the Not Member list.
Setting E-mail Options On the Mail Management tab, you can set the e-mail options for the workgroup: • E-mail Name—the workgroup’s e-mail name without the @domain. The default email name is ext, that is, the letters “ext” followed by the workgroup number. For example, the default e-mail name for workgroup 500 would be ext500. • Retrieve Voice Mail by E-mail Client—selected, this sends voice mail to the user extension as an e-mail attachment.
Chapter 11: Workgroup Configuration Setting Mailbox Capacities You can set various mailbox capacities with the following options, and you can apply the settings to multiple workgroups using Apply to: Parameter Description Max Number of Messages Maximum number of messages stored in the 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.
Figure 5. Workgroup 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 workgroups. See “Apply to Button” on page 186 for more information on using Apply to.
Chapter 11: Workgroup Configuration • Phone/Pager—for the Phone and Pager options, first specify the trunk or route access code using the drop-down list next to the Extension radio button. The Any option means to locate any available trunk. Then type in the number with all relevant dialing prefixes other than the trunk code, using a maximum of 63 digits.
Setting Notification Business Hours You can choose one of three options for when the extension user is to be notified of new messages: • Non-Business Hours—notification only during non-business hours. Business hours are set in System Configuration, Business Hours tab (see “Setting Business Hours” on page 56). • From/To—notification during a specified time of day. Select the hours in the From and To time scroll boxes. • Any Time—notification at all times (every day).
Chapter 11: Workgroup Configuration • Group Queue—The caller will stay in the workgroup queue waiting for any agent available. If there is no agent logged in at this moment, the system will use Group Logout Handling to handle this call. • Group Voice Mail • AA—forward caller to an auto attendant. • Extension—forward caller to an extension. • Group—forward caller to another group. • Line Park—forward caller to a Line Park group.
• Line Park - take the call out of the workgroup and forward it to a Line Park group. Set RNA Agent Logout Check Box Select this option to have the system automatically log out an agent extension from a workgroup if RNA is encountered. Number of Rings Before Handling 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 11: Workgroup Configuration – If the agent does not have wrap-up time configured, the idle time is calculated from the end of last busy state. Enable Single Call Handling for Agents Check this check box to enable single call handling for workgroup agents. Note: If single call handling is enabled and the agent has one or more calls on hold, AltiWare Administrator will not distribute the call to this agent.
Queue Announcement You can set up the system to announce a caller’s queue status—queue position and expected queue time—when an incoming call enters a workgroup queue. To enable this option, check Enable Announcement, then check Queue Position and/or Expected Queue Time. Queue Position - When checked, the system will tell the caller which position the caller is at in queue. Expected Queue Time - when checked, the system will tell the caller how long the wait is expected to be.
Chapter 11: Workgroup Configuration Quit Queue Option The quit queue feature gives a caller the option of leaving a workgroup queue at any time by pressing # and/or 0. To enable this feature, check either or both of the Enable Quit Queue Options, then use the appropriate Forward to drop-down list to select the option the caller will have: • Voice Mail • AA—select the auto attendant to use. AAs are configured in AA Configuration on the System menu. • Extension—select an extension from the drop-down list.
Figure 8. Agent Logout Reason Configuration window To require logout reasons, check the Logout reason code required check box. To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason. 202 AltiWare ACC 5.
CHAPTER 19 Managing and Using MeetMe Conference AltiWare provides two different types of conference bridges, Station and MeetMe Conference. Station conferencing is handled from the phone or the desktop client on the fly and requires no configuration in AltiWare Administrator.
Setting the MeetMe Conference Extension Before MeetMe Conference can be used, you must assign a MeetMe Conference extension number. This extension must be dedicated to MeetMe and is the extension that users will always call to join a scheduled meeting. To assign an extension to MeetMe, select PBX > MeetMe Conference Configuration. The following dialog box opens: 1. Enter an extension number in the MeetMe Conference Extension Number field. 2.
Chapter 19: Managing and Using MeetMe Conference This is the same application the clients use. Using this window, you can: • Create a one-time or recurring meeting and set its parameters • Open Microsoft Outlook to send an e-mail invitation to participate in the meeting • Start and stop a meeting • Modify or delete a meeting • See meeting ID, subject, scheduler, time, frequency, start time, the last time the meeting started, its status, and the resource being used.
Using the Calendar Button The Create Meeting and Modify Meeting dialog boxes use Calendar buttons for date selection. To select a date, click the Calendar button. When the calendar is open, use the Up/Down arrows to select the year, or you can type in a year and then press Enter. Click the Calendar button again to close the calendar. 256 AltiWare ACC 5.
Chapter 19: Managing and Using MeetMe Conference Creating a Meeting To create a meeting, click one of the Create buttons. The Create Meeting dialog box opens. The options in the middle panel change, depending on the schedule you select. The following parameters apply to all meetings: Parameter Description ID The conference ID is created by the system. Scheduler The name of the person scheduling the meeting. Schedule Time The time the Create Meeting dialog box was opened to create this meeting.
Parameter Description Middle panel: Options in the middle panel vary according to the frequency of the meeting. See the sections below this table. Require Conference Passcode If you check this, no one can participate who does not enter the conference passcode that you supply. Passcode If you are requiring a passcode, enter it here. Announce Participant Name If you want participant names announced when they enter and leave the meeting, check this check box.
Chapter 19: Managing and Using MeetMe Conference Weekly Meeting If you select Weekly from the Schedule drop-down list, these are your options in the middle panel: 1. In the Duration field, specify the duration of the meeting, using the Up/Down arrows. 2. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. 3. In the Every field, specify how often this meeting is to occur: every week, every other week, every three weeks, and so on. 4.
4. Select either On Date to specify a day of the month by number (for example, the 10th day of the month) or select On to specify a day of the month by name (for example, the first Monday of the month). If you use On Date, the specified date (for example, the 10th day of the month) may sometimes fall on a weekend day. Check the box Hold during weekend, if the meeting will be held even on a weekend day. 5. In the Range of Recurrence panel, use the Calendar button to select a date for the first meeting.
Chapter 19: Managing and Using MeetMe Conference Modifying the E-mail Template You can edit the e-mail template used by MeetMe Conference to be suitable for your situation. The same template is used for all meeting invitations. To modify it, click the Update Email Template button.
Joining a Meeting Users calling from an extension can join a meeting by dialing the MeetMe Conference extension number. Users calling through a trunk must first dial the company number, then the MeetMe Conference extension number. Users are prompted to dial the meeting number. If the meeting has not yet started, the user hears an appropriate message and can try again later. If a passcode is required, the user is prompted to enter the passcode. 262 AltiWare ACC 5.
CHAPTER 20 Network Configuration Guidelines for VoIP Real-time applications such as voice communications require a networking environment that meets certain requirements to deliver and maintain good voice quality. The following network configuration guidelines are highly recommended when using AltiWare’s VoIP features. ISP/Intranet Quality of Service (QoS) • If you subscribe to the public IP network or use your own Intranet, make sure the maximum network delay is less than 100 milliseconds.
• The Jitter Buffer should be adjusted according to the bandwidth allocated to data traffic. For example, a long Ethernet packet (approximately 1500 bytes) traversing through a WAN which is allocated with 256 kbps of data traffic bandwidth will take about 50 milliseconds. The Jitter Buffer value should be set to this WAN link transmission delay plus the typical network jitter delay. To configure the Jitter Buffer, in AltiEnterprise Manager (VoIP > Enterprise Network Management) click the Codec button.
Chapter 20: Network Configuration Guidelines for VoIP Network Configuration Guidelines for AltiGen IP Phones The following guidelines (specific to AltiGen IP phones) should be taken into consideration before you configure your network for use with NAT. • DHCP is recommended to reduce the risks for duplicating IP addresses. AltiWare ACC/ACM provides seamless support for AltiGen IP phones using dynamic IP addresses.
Figure 1. AltiWare behind NAT Figure 1 shows a private network, 192.168.1.0, where AltiWare is installed and running on a host with a private IP address 192.168.1.2. Router 1 is a NAT router. The local IP phones—IP Phone 1 and IP Phone 2—use the private IP addresses 192.168.1.100 and 192.168.1.101, respectively. There are two remote IP phones: IP Phone 3 with a private IP address 192.168.2.100 connects to the Internet via Router 2. Router 2 can also sit behind a DSL/Cable Modem.
Chapter 20: Network Configuration Guidelines for VoIP No special configuration is needed for Router 2. Also, more than one AltiGen SIP phone can sit behind Router 2. For an H.323 IP Call from Another AltiWare on the Internet Another AltiWare can make an H.323 IP call to this AltiWare by calling the AltiWare's public IP address, which is 169.254.101.2. VPN Network Configuration Example (Connecting to AltiWare with VPN) Figure 2.
When configuring the remote IP phones—IP Phone 3, IP Phone 4, and IP Phone 5— you should set up the AW address to use AltiServ’s IP address. For the VPN Tunnel between the Two Private Networks: You must set up a VPN tunnel to connect the two private networks. The VPN setup procedure may be complicated and is generally performed by a professional IT technician.
Chapter 20: Network Configuration Guidelines for VoIP Router 2's Setting Router 2's public IP address should be a fixed IP address. Local Secure Group: Subnet IP: (specifies the local private network in the branch office, which can access the corporate network through VPN) 192.168.2.0 Remote Secure Group: Subnet IP: (specifies the corporate network, which can be accessed by stations in this local private network through the VPN tunnel) 192.168.1.0 Remote Security Gateway: 169.254.56.
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CHAPTER 21 Enterprise VoIP Network Management The VoIP-related aspects of both single-server systems and multi-site VoIP domains are configured in AltiEnterprise Manager, available from the VoIP menu or the Windows Start menu. In addition, multi-site VoIP domain management—including directory synchronization and routing—is handled here.
Understanding VoIP Bandwidth Requirements Before starting VoIP related configurations, it is helpful to have some understanding of VoIP bandwidth requirements, so that you can plan your VoIP deployment properly. Also see Chapter 20, “Network Configuration Guidelines for VoIP” on page 263.
Chapter 21: Enterprise VoIP Network Management Opening AltiEnterprise Manager To open AltiEnterprise Manager, use one of the following methods: • For a single-system installation without a VoIP domain Master, this method is recommended: From AltiWare Administrator, select VoIP > Enterprise Network Management. AltiEnterprise Manager opens without a login dialog box. • For multisite VoIP domain management, from the Windows Start menu, select All Programs > AltiWare ACC/ACM > AltiEnterprise Manager.
When multiple systems are added to the VoIP domain, all member systems need to have both Route Access Code and IP Trunk Access Code configured. If one or more member systems are not configured properly, this message pops up: Multisite routing may fail if Route Access Code and IP TrunkAccess Code are not configured.
Chapter 21: Enterprise VoIP Network Management Configuration Buttons • Servers button displays the VoIP domain name, servers in the system, and server ID length. Lets you add/remove servers and change the VoIP domain master. Displays the configuration and informational tabs listed in the next section. • Codec button lets you configure individual codec profiles—silence suppression, codec, jitter buffer range, RTP packet length, DTMF delivery, and enable/disable SIP early media.
By default, the following IP address ranges (private IP addresses) will use G.711 codec: • 192.168.0.0 to 192.168.255.255 • 172.16.0.0 to 172.31.255.255 • 10.0.0.0 to 10.255.255.255 To open a window where you can set or modify codec profiles, click the Codec button in the AltiEnterprise manager toolbar. The following window opens: Figure 1. Codec profile setting window in AltiEnterprise Manager Named codec profiles are listed on the left. To create a new profile, click the Add button.
Chapter 21: Enterprise VoIP Network Management Name the new profile, and click OK. Make your changes or additions, and click Apply. These are the fields in the Codec configuration window: Parameter Description Codec Profile Table Lists codec profiles by name. Select a profile in the table to modify its settings, then click Apply in the panel where you made the changes. Click the Add button to add a codec profile. Click the Remove button to remove the selected profile.
Parameter Description G.711/G.723/G.729 Jitter Buffer Range (ms) Indicates the delay, in milliseconds, used to buffer G.711/G.723/G.729 voice packets received from the IP network. Voice packets sent over the IP network may incur different delays due to network load or congestion. The jitter buffer helps to smooth out the delay variation in the arriving voice packets and maintain voice quality at the receiving end. The default values for the jitter buffer for G.711 is 10 min. to 100 max milliseconds.
Chapter 21: Enterprise VoIP Network Management To set IP address ranges and assign codec profiles to them, in AltiEnterprise Manager click the IP Codec tab. By default, all private addresses are set to G.711 codec only. You can add individual IP addresses and address ranges and assign a codec to each. To add IP addresses and address ranges and assign a codec 1. Click the Add button in the IP Device Range panel. The Add IP Device Range dialog box opens: 2.
To set the codec for a connection among AltiGateways in the same AltiWare server 1. Select a server in the Global Server Location list on the left side of the window. 2. In the Codec field, select the codec to use for a connection to this server from the drop-down list. Defining IP Networks If your server is behind NAT or you need to regulate WAN VoIP sessions, you need to do some configuring on the IP Networks tab in AltiEnterprise Manager.
Chapter 21: 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.
To define an address range 1. Click the Add button in the IP Network panel. The Add IP Network dialog box appears. 2. Fill in a range of IP addresses. 3. Select the pipe for this IP address range. 4. If this is a private network, check the Private Network check box. 5. Click OK. To edit a network you’ve added, select it and click the Edit button. To remove it, select it and click the Remove button.
Chapter 21: Enterprise VoIP Network Management • It is recommended that you use 20ms frame size for G.711 and G.729 when configuring a Codec Profile. • When different IP devices using various codecs connect to the server through a Public Pipe, the system will aggregate the total bandwidth of all connections. If the total bandwidth exceeds that specified in the Bandwidth for VoIP box, the system will reject additional connection requests.
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 21: Enterprise VoIP Network Management Figure 2. IP Dialing Table tab in AltiEnterprise Manager The left side of the window displays the VoIP domain name, the server ID length, and the name, ID and statuses of the global servers in this VoIP domain. To add an entry to the IP Dialing Table, click the Add button below the table. The following dialog box opens: AltiWare ACC 5.
Define the attributes for the entry: Parameter Description Server ID A unique dialing number to connect to the remote server. The server could be AltiServ, a 3rd-party VoIP gateway, or an AltiGen-certified 3rd-party VoIP device. Server Name A descriptive name of up to 15 characters to identify the server. This name may be used by Caller ID. Server IP Addressa The remote server’s address. If the server has multiple IP addresses, enter the one that other servers will use to communicate to this system.
Chapter 21: Enterprise VoIP Network Management Parameter Description Publish as a global entry If you are adding a system or 3rd-party VoIP device that is not part of the VoIP domain, but you want it to be seen by all servers in the domain, check this box. (The entry will appear as “Global” in the Type column.) You can also globalize it later by selecting the entry in the IP Dialing Table and clicking the Publish as Global button below the table.
The domain name is blank, and the server role is currently Stand-alone. 2. 3. Check the Allow this server to be added to domain check box. Enter a Domain Name and a Member Key. The Member Key will be the security password when the Domain Admin adds this location into the domain. To reduce the complexity of administration, you can use the same key for all member systems. The AltiEnterprise Location Management window will look something like this: 4. Click Create domain and join as master.
Chapter 21: Enterprise VoIP Network Management Declaring Additional Servers for the VoIP Domain Additional servers are added to the VoIP domain in AltiEnterprise Manager, but first you must “declare” these servers and assign them a member key in AltiWare Administrator. To do so: 1. Log on to the member server you want to declare. 2. Select VoIP > Multi-Site Domain Configuration. The AltiEnterprise Location Management window opens.
6. Click Apply, then click Close. Repeat these steps for each server you want to make available to the VoIP domain. To actually add a server to the VoIP domain using AltiEnterprise Manager, see “Adding a Server to a VoIP Domain” on page 291.
Chapter 21: Enterprise VoIP Network Management Changing the Server ID Length The Server ID is used for the following two purposes: • Identifying member systems in the VoIP domain • Mapping to a remote system's IP address in the IP dialing table for system-to-system dialing Depending on the number of systems that will be added to the VoIP domain and the number of entries in the IP dialing table, the Server ID Length can be set to 1, 2, or 3 digits. Caution! The Server ID Length can be changed.
After you add a member server to the VoIP domain, an entry is also added to the IP dialing table and propagated to all members automatically. In the Global Server Location panel, the status will show "Active" if the VoIP domain master communicates to the member successfully. In the event that you need to shut down VoIP domain Master for a period of time, you can change the Master role to another member system by selecting one of the member systems and clicking the Set as Master button.
Chapter 21: Enterprise VoIP Network Management Rejoin button A dialog box opens that requires you to input the slave server’s site address and member key: 5. Input the address and member key, and click OK. Managing VoIP Domain Users Click the User button in the toolbar to: • Display all extensions from all VoIP domain member systems: extension number, name, type, home server, and scope. The scope of an extension is discussed in the following section.
When an extension is added to a member system, this extension can be propagated to other networked systems in the VoIP domain automatically. This extension is recognized as a remote extension by other systems. When a call is made to a remote extension, it is redirected to the remote system over IP automatically. Note: No virtual extension configuration is needed to forward the call, as in the AltiWare 5.0A release.
Chapter 21: Enterprise VoIP Network Management You may see any of the following in the Scope column: • Global—The extension has been published to all member systems within the same VoIP domain. Every extension in the domain can dial and ring this number. • Local—The extension has not been published to the VoIP domain. Only extensions in the same system can dial and ring this number. • Not Found—The extension is not a Global extension and is not created in the selected system as Local.
Ext System A System B System C Scope Note 401 Local Not Found Not Found Local 1 402 Local Local Not Found Local 2 403 Global Local Local Conflict 3 404 Global Global Local Conflict 4 1. Extension 401 is created in System A for local purposes. Users in Systems B and C cannot dial and ring extension 401. 2. Extension 402 is created in both Systems A and B. You may intentionally it set up this way so that System A and B users can dial 402 for their local purposes. Ext.
Chapter 21: 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.
Ext. System A System B System C 403 Local Local Local 404 Local Local Local Note: After you make the change, extensions 403 and 404 can be dialed only by the users in their own system. Relocating a Global Extension The administrator can relocate a global extension from one system to another. In addition, a user may be allowed to relocate a global extension by using the feature code #27.
Chapter 21: Enterprise VoIP Network Management • Site B creates extension 1001. If extension 1001 is found in site B’s REL, the extension 1001 will be restored in site B. However, the fields listed above will be overwritten with the settings of site A’s extension 1001. If extension 1001 is not found in site B’s REL, a new extension 1001 will be created in site B. The fields listed above will be set with site A’s extension 1001 settings.
Relocating a Global Extension Using #27 on Analog Phone vs IP Phone • Analog phone: The phone must be off hook. The user presses #27 and follows the voice prompts. User must press # after inputting the password. • IP phone: The IP phone must be on hook. The user presses #27, and then inputs the global extension number and password. The global extension is then relocated to this IP phone.
Chapter 21: Enterprise VoIP Network Management • The target system needs to have the hop-off restriction reference properly configured. The reference extension is set on the Call Restriction tab in System Configuration, and then that reference extension cannot have Internal Calls Only checked on the Restriction tab of Extension Configuration. To configure global Least Cost Routing 1. Click the Global LCR Button. 2. On the Global LCR screen, click the Add button. The Add Route dialog box appears: 3.
To edit an entry made to the Global Least Cost Routing table, select the entry you want to change, and click the Edit button. Make your changes, and click OK. When Information May Be Out of Sync If a server is down for any length of time, such that changes may have been made in the VoIP domain and the server is now out of sync with the Master, you need to update the server manually.
CHAPTER 22 System Report Management AltiWare provides a System Summary report and an IP Cumulative Traffic Statistics report, both available from the Report menu. System Summary Report The System Summary report provides summary information on extensions, trunks, and workgroups configured in the system. To open the System Summary report window, select Report > System Summary, or click the Summary button on the toolbar. Figure 1. System Summary window AltiWare ACC 5.
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. • Trunk Summary—Configured trunks in the system, including trunk location (Board ID : Channel Number) and trunk access code assignment.
Chapter 22: System Report Management Parameter Description Packets Lost Number of voice packets that have been lost due to prolonged delays, network congestion, or routing failure. Average Jitter Average length of delay per voice packet in milliseconds. This figure should stay under 100 milliseconds. A higher figure indicates a longer average delay. This number can be used to measure the quality of service on the network that connects the source and destination sites.
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Chapter 22: Tools and Applications CHAPTER 22 Tools and Applications AltiWare comes with the following tools and applications for testing, diagnosing and configuring your system.
CT-Bus Test Tool The CT-Bus Test Tool is a tool that detects one-way connection, cross talk, bad MVIP cable and static noise problems. To run the CT-Bus Test Tool: 1. Stop AltiGen Switching Services before running this utility. 2. Launch CT-Bus Test Tool from Start > All Programs > AltiWare ACC/ACM > Gateway Tools > CT-Bus Test Tool. 3. Click Start to begin the test. 4. At the end of the test, the utility provides pass or fail results.
Chapter 22: Tools and Applications The settings: Parameter Description Gateway IP Address The IP address of the gateway identified in the title bar. Gateway ID Setting Shows the unique numeric ID of the gateway identified in the title bar (editable field). Password Setting The password of the gateway identified in the title bar (editable field). Status The status of the gateway: active, disconnected, initializing, resetting, failed.
Backing Up Files To back up files 1. Select the Backup icon to view the Backup Configuration dialog box. Figure 4. Backup Configuration dialog box 2. In the Components panel, select the files you want to back up. 3. In the Backup To drop-down list, select the day of the week (each day has its own folder in C:\altibackup for backing up files to), or select Advanced to change the drive or select a different folder. Selecting Advanced displays a folder icon.
Chapter 22: Tools and Applications To set backup schedules 1. In the System Data Management window, select the Schedule button to view the Backup Schedules dialog box. Figure 5. 2. Backup Schedules dialog box Set the options: • Check the box for each day of the week you want run the backup. • For each day, use the drop-down lists to specify the time. These time settings use a 24-hour clock.
4. Using the Restore From drop-down list, select the day you want to restore from, or select Advanced to choose the restore folder. Clicking Advanced displays a folder icon that you can click to open a dialog box that allows you to select the directory you want to restore from. Select a day of the week or manually choose the restore directory. The specified directory appears in the text box below the drop-down list.
Chapter 22: Tools and Applications Launch the AltiWare Admin & Extension Security Checker from Start > All Programs > AltiWare ACC/ACM > Utilities > AltiWare Admin & Extension Security Checker. Number of Admin connections Automatically refreshes the display Information on the selected extension Figure 7.
To check extension security 1. Select the security characteristics you want to check in the Show field group.
Chapter 22: Tools and Applications Start & Stop All AltiGen Services You can start or stop all AltiGen services from the Windows Start menu: All Programs > AltiWare ACC/ACM > Utilities > Start & Stop All AltiGen Services. The following dialog box opens: To shut down all AltiGen services, click the Shutdown All AltiGen Services button. Some examples of when you might want to do this are before you upgrade, before running some utilities and tools, and to apply certain configuration changes.
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 22: Tools and Applications altiserv.txt \atps\cmdlog.txt SIPPstnReg.txt AltiBack_XXX.trc AdvQOverflow.log SipExtChanTbl.log AltiKeep_XXX.trc Ac2AppPathHdlTbl.txt SIPKeepALive.txt AnnouceRunLog.txt FeatServ.txt QESLLog.txt AssertLog.txt DbUpdateTrdLog.txt Qtmlog.txt AW_AstrCpyErrLog.txt HGwGenLog.txt Loggservice_Mutex.txt CallQManLog.txt HGwMsgLog.txt MEMORYTRACE.txt CDRLogDLL.txt threadid.txt NewCDRExt.txt CDRLogTrace.txt MidNightLog.txt TritonSPLog.txt ConfigLog.
Runs Pump.exe to dump the Quantum (if it exists) DSP binary log, runs fmt.exe to convert binary DSP log to text files, and then collects the text files. Start Collecting: Click this button to begin the trace collection, according to the time range and trace categories you chose. All collected files will be zipped to a single file, which will be listed in the Collected Trace Packages list box. The progress bar will display the progress of the whole process.
Chapter 22: Tools and Applications Voice File Converter This tool converts phrase, greeting, and music files from .wav to AltiGen format and vice versa. To open the tool, from the Windows Start menu, select All Programs > Utilities > Voice File Converter. Note: The source .wav file must be in 8k/8bit/mono/mu-law format. You can sort by clicking a column head To use the Voice File Converter: 1.
Read Config Read Config (or Configuration Reader) is a tool that creates a subdirectory in \altiserv\EXE\AltiWareHtml\ of HTML files showing details of your AltiWare configuration. To use Configuration Reader 1. Launch Configuration Reader from Start > All Programs > AltiWare ACC/ACM> Utilities > Read Config. Open previous ReadOE file Create new ReadOE file Output all configuration to this folder Output configuration to altigen_rc.dat Click View to see your latest HTML file 2.
Chapter 22: Tools and Applications Work/Hunt Group Converter AltiWare’s Work/Hunt Group Converter allows you to convert workgroups to hunt groups or hunt groups to workgroups. To launch the Work/Hunt Group Converter, select Services > Utilities > Convert Work/Hunt Group. The Work/Hunt Group Converter window opens. Figure 8. Work/Hunt Group Converter Workgroups and hunt groups are listed on the left side of the window, member agents and non-agents are listed on the right side.
– queue quit forward (returns to default value - to voice mail) – call distribution (if previously configured to Ring First Available Member, Ring Next Member or Ring All, the setting is not changed. If configured to any other settings, the setting is configured to Ring First Available Member.) To convert, select the workgroup (indicated in the Type field) and click the Convert Group button or double-click the workgroup.
APPENDIX A E1-R2 and E1 ISDN PRI Installations E1 R2 CAS Installation This section describes the configuration procedures necessary to implement E1 R2 digital signaling for European, Pacific Rim, and other emerging markets. Please carefully follow the procedures step by step. 1. Change the Configure Type to E1: a. From Boards view, double-click the board to be configured to open the Board Configuration window. b. In the Board Configuration window, click the Board Configuration button. c.
Appendix A: E1-R2 and E1 ISDN PRI Installations 2. In the Board Configuration window, double-click the channel group to open the Channel Group Configuration dialog box. Figure 1. Physical Layer Consult your CO for “Frame Type,” “Line Code,” or “Zero Code Suppression.” Do not check the System Clock Master check box because the CO is a clock provider, and the AltiGen system is synchronized to the CO. If all configurations are correct, the status should be shown as “OK,” as in Figure 1. 3.
Appendix A: E1-R2 and E1 ISDN PRI Installations 5. In the Trunk Configuration window, click the Trunk Properties button to open the E1 Channel Configuration window. Figure 3. 6. Signaling Layer In the E1 Channel Configuration dialog box, configure the following fields: • Set Calling Party Category to—the Calling Party Category indicates the type of calling party, (for example, operator, pay phone, priority, ordinary subscriber).
Appendix A: E1-R2 and E1 ISDN PRI Installations Table 1.
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values China MFC-R2 Set calling part category: 3 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 For 8-digit DID, set to (11111113)1 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS *
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Ecuador MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Mexico / Teléfonos de Mexico Set calling part category: 2 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 For 8-digit DID, set to (11111113)1 [Assume caller ID provided]: Incoming sequence (same as above sho
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Panamá / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown):
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Venezuela / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above show
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Colombia MFC-R2 Set calling part category: 2 [Assume no caller ID provided] : Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNI
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Ecuador MFC-LME Set calling part category: 2 [The switch doesn't support caller ID transmission]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 For 8-digit DID, set to (11111113)1 Korea MFC-R2 Set calling part category: 1 [The switch d
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Panamá / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits) : For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown)
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Venezuela / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above show
Appendix A: E1-R2 and E1 ISDN PRI Installations c. In the next Board Configuration window, select E1 as the configure type, and click OK. Important: 2. When changing from E1 to T1, then back to E1, channel group properties will be reset to default values. It is important to make sure the channel group properties are configured properly. Follow the steps below to re-check your settings for the physical layer and data link layer.
Appendix A: E1-R2 and E1 ISDN PRI Installations 4. Select Regular ISDN PRI as the Span Type, and select the Switch Mode according to your country in the ISDN PRI Setting field, and click OK. Figure 5. Data Link layer What you should select in the B Channel Maintenance Message drop-down list depends on what country you reside in (see Table 2 on page 334). AltiWare ACC 5.
Appendix A: E1-R2 and E1 ISDN PRI Installations Table 2.
APPENDIX B Required Service Parameters This appendix identifies the recommended and supported parameters for T1, PRI, and E1 service and provides you with the information needed when you make your service request. Service Parameters/Request Information for T1 To subscribe to T1 service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for T1 service.
DNIS, Caller ID: • DTMF (Dual Tone Multi-Frequency) Physical Termination: • RJ-48X or RJ-48C Wire: • 4 wires 800 Service: • You decide Termination Impedance: • 100 ohms Type of Registered Services Provided • BN 1.544 Mbps SF without power • DN 1.544 Mbps SF B8ZS without power • 1KN 1.544 Mbps ANSI ESF without power • 1SN 1.544 Mbps ANSI ESF, B8ZS without power (recommended) Service Order Code SOC 6.0P AS.
Appendix B: Required Service Parameters Service Parameters/Request Information for PRI To subscribe to PRI service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for PRI service. When ordering PRI service, provide the following service request information: Equipment Information • PBX Manufacturer—AltiGen Communications, Inc.
Service Parameters/Request Information for E1 To subscribe to E1 service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for E1 service. When ordering E1 service, provide the following service request information: Equipment Information • PBX Manufacturer—AltiGen Communications, Inc.
APPENDIX C Network Ports If AltiWare ACM 5.1 is behind a firewall/NAT router, you need to open TCP and UDP ports according to the following table: For external VoIP connection through a firewall TCP UDP Remote AltiGen IP phone/IPTalk to phone service 10032 10060 10064 Remote AltiGen IP phone firmware download (TFTP) 69 VoIP RTP Port (Voice Stream) for SIP and H.323 From X to Y (See note below) SIP Tie Trunk from other AltiGen systems 10060 SIP Trunking Service from carrier 5060 H.
Y1 = X1 + Total IP codec channels in GW1 x 2 Gateway ID = 2 X2 = 49152 + 512 x 2 Y2 =X2 + Total IP codec channels in GW2 x 2 Gateway ID=n X(n)=49152 + 512 x n Y(n)=X(n) + Total IP codec channels in GW(n) x 2 To connect the following applications through a firewall TCP AltiConsole 10025 UDP 10037 AltiView/AltiAgent/IPTalkVM service for AltiView/ AltiAgent 10025 10028 10037 AltiView/AltiAgent MeetMe Conference 10040 AltiSupervisor 10025 10027 10037 Client Applications Auto Update 10050 CDR Searc
Appendix C: Network Ports • UDP 10060 • UDP 30,000~31,000 • TCP 10064 AltiWare ACC 5.
342 AltiWare ACC 5.
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.
• Number of boards in the system • Server brand and model • The telephone number where you can be reached • A brief description of the problem and the procedure to reproduce the problem Having this information ready will 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.
Appendix D: Technical Support & Product Repair Services • 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.
346 AltiWare ACC 5.
APPENDIX E Troubleshooting Troubleshooting VoIP—Common Symptoms and Solutions The following are some of the most common problems you may encounter and a list of steps to troubleshoot and resolve these problems. Poor Voice Quality When voice quality is poor, try the following: 1. Perform a Loop-Back Test. Call yourself by dialing out and dialing back into yourself. If you don’t have any problems performing this test, the problem is most likely in the network or at the remote site. 2.
(Control) Protocol, a transport protocol for real-time applications used to transport packetized voice packets over the IP network. 5. Check the IP Dialing Table in AltiEnterprise Manager for server ID Length. Refer to “Defining the IP Dialing Table” on page 284. 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 #27 to relocate global extension 302 Numerics 10 digit dialing area codes 66 A AA button 42 ACC Administrator installation 37 access system 39 access code 118 account code forcing 165 actions auto attendant 86 activity configuration 72 adding a huntgroup 215 adding a workgroup 239 admin defined # 201 administration AltiContact Center 49 admins, number connected to system 314 agent check box 165 allow call redirect/priority change 253 alternate mark inversion (AMI) 100 AltiContact Center admi
call waiting distinctive 176 distinctive tones 244 multiple 185 call waiting tones distinctive 219 call waiting, setting options 185 callback interview 253 callback number 176, 219, 244 caller ID 17 collecting 126 signal format 167 caller ID receive, on trunk 138 caller ID routing 144 business hours profile 145 holiday profile 145 caller ID verification 188 calling numbers, PRI, configuring 108 calls, blocking all outgoing 66 card logical ID 43 CDR 67 Centrex transfer 120 changing password 40 changing scope
Enable Do Not Disturb 185 enable intercom 164 enable live call handling 185 enable multiple call waiting 185 enable single call handling 225, 251 enable single call waiting 185 en-bloc dialing 119 enbloc dialing 288 error messages installation 37 ESF (Extended Superframe Format) 100 establishing basic huntgroup attributes 215 establishing basic workgroup attributes 239 Exchange Integration, troubleshooting password 25 Extended Superframe Format (ESF) 100 extension activity 72 assigning groups to 170 calling
dow 306 IP device range adding 281 IP dialing table 286 IP extensions 162 IP network defining address range 284 IP networks defining 282 IP phone copy from 202 display workgroup status 201 time display 199 IP Phone button 42 IP resource, missing from Current Resource Statistics window 354 IP Trunk Access 58 ISDN PRI switch mode, setting 104 ISDN setting TEI 107 ISP 265 J Jam Bit 8 100 jitter average 47 average statistic 307 Jitter Buffer 266 jitter buffer 280 G.711 280 G.723 280 G.
O ONA call screening 188 configuring 186 enabling 186 ONA ring duration 188 one number access configuring 186 enabling 186 one-way connection, test tool 310 online help 41 online license registration procedures 32 online registration 37 operating systems, supported 21 Operator Extension 52 operator group 52 out call routing configuration 149 configuring 150 default routes 152 dialing delay 158 dialing pattern tips 155 dialing patterns 153 example configuration 156 overview 149 route definitions 151 out of s
incoming calls 143 routing rules, in call 143 RTP & RTCP 353 RTP packet length 280 RTP/RTCP definition 353 Rx level improving 133 Rx level, measuring 132 S scheduling backup 312 scope of extension changing 298 VoIP domain 296 security alert log file 179 security, detecting hackers 178 send notification 180, 247 server ID changing length 293 server IP address 288 service parameters 341 subscribing to 341 service level calculations options button 241 service level threshold 240 service level, workgroup 46 se
trunk access, IP 57 Trunk button 41 trunk channel, measuring Rx level 132 trunk configuration 115 Trunk Monitor Enable option 190 trunk properties H323 tie, setting 122 Quantum 137 quantum, setting 137 SIP trunk, setting 123 SIPtie, setting 122 trunk seizure Quantum 138 Trunk View window 44, 116 trunks paging 119 setting attributes 118 Triton Analog trunk GS/LS properties, setting 128 Triton T1/E1 trunk properties, setting 125 unavailable 115 using Apply To button 117 trunks, tie, enabling hop off 66 U UDP
