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1. Enterprise Manager Servers _ oy x Logout 1 Sewers Codec User Department Global LCR Help About Silence Suppression amp Enable 6 711 G 723 Silence Suppression G 729 Silence Suppression 0 729 AB with silence suppression 0 729 A without silence suppression Codec Profile Table Profite Setting Name Default Name 711 for remote IP Phone G 729 for remote system G711 Tie Trunkig Con A 6711 for remote IP Phone EL lt gt 723 for remote IP phone 711 Jier Buffer Range min 108 max 1109 723 Jer Buffer Range min 30 max 4809 6 729 Jitter Buffer Range min 103 Max s0 6 711 RTP Packet Length ms E 0 729 RTP Packet Length ms gt D DTMF Delivery Defaut D SIP Early Media Coisabie gt Assign Codec to Device Configuring codec profile to a single IP address or a range of IP addresses Enterprise Manager Servers 29A a a BEES 1al a Logout Servers Codec User Department Global LCR Help About Domain Name Information IP Networks IP Dialing Table IP Codec Number Plan gt Server ID Length poe Inter Gateway Codec GTi IP Device Range Global Server Location From To Codec 192 168 0 0 192 168 255 255 G71 Name ia A Outs 17216 0 0 172 31 255 255 om ot tete_all YES Active 100 00 10 255 255 255 bm lt 6 a gt 218 MAXCS ACM 6 0 Administration Manual Chapter
2. Extension Configuration 100 Physical Agent x p Agent Supervisor Extension Restriction Answering One Number Access Monitor List l a iali il Notificati nee eS General Group SpeedDiaing Mail Management otification 00 ASEENI o 04 00 WI aeni ae Ag a C None IV when emergency number has been dialed 102 IPfAgent Jim 17 00 103 IP Global Ca 17 00 104 Physical Jim 23 00 105 Physical Vi 00 00 107 Physical Je 07 00 Notification or Reminder Message by Calling a Urgent Voice Messages Only C AllVoice Messages Message Notification Notify this extension JT when unusual call activity has been detected j 108 Physical Ali 01 00 109 Virtual tes Phone Pager Extension CustomApp Any Y 100 110 Physical Sal 04 00 For Phone and Pager options choose the trunk access code from the drop down list and i n Physical ae 01 00 enter the number in the edit box e g 14155551212 irtual o For Custom App options choose the log on extension from the drop down list to send the notification 112 Remote Tr event Note The Reminder Call cannot work in this selection 113 IP gent Jim 17 00 114 Virtual Gl Jim 115 Remote Jer 122 VirtuallGl Te r Send Notification or Reminder Message 123 Virtual Gl VO ci ie 141 Virtual De g ad Seconds after Dialing 152 Physical Ac 00 00 fo
3. r For AltiGen YM Exchange By alticen External Features Server AltiGen External Fe Started Manual A Sy altiGen Internal Logger Service AltiGen Internal Log Started Automatic ar By altigen IP Phone Server AltiGen Service for Started Manual AA Byalticen JService Loader AltiGen Java Servic Started Automatic Loc Sy altiGen Keep Up Service AltiGen Keep Up Ser Started Manual Ae Bs Altigen LDAP server Altigen LDAP server Started Automatic ar By altigen Switch Gateway Server AltiGen Switch Gate Started Automatic Ata Byalticen Switching Service COM Server AltiGen Service for Started Automatic By altien VM Altiview Service AltiGen VM Altiview Started Manual Manual By al YM Messagi Started Manual Byalticen VM POPS Service COM Server For Alti Started Manual ats By altien YM Postman Service AltiGen VM Postman Started Automatic Ata By altien YM SMTP Service AltGen VM Service f Started Manual at Bs Application Experience Lookup Service Process application Started Automatic of 4 gt Extended K Standard Figure 1 Windows Services window b Select AltiGen Switching Service COM Server right click and select Properties A Service startup options dialog box opens AltiGen YM Exchange Integration Service Properties Local Co K E3 General Log On Recovery Dependencies Log on as Local System account T Allow service to interact with desktop
4. ule Unified Messaging m User Mailbox F Server Configuration ADon Smith don User Mailbox yy Mailbox Beric Johnson eric User Mailbox amp Client Access AGlenn Rose glenn User Mailbox Z Hub Transport AHigh one high User Mailbox iq Unified Messaging A James Dean James User Mailbox 8 Recipient Configuration F Little Max Little User Mailbox SE R mbox fiftyeighteen mboxfiftyeighteen User Mailbox u Distribution Group R mbox fiftyeleven mboxfiftyeleven User Mailbox Mail Contact AA mbox fiftvfifteen mboxfiftvfifteen User Mailbox Figure 5 Exchange Management Console Exchange 2007 1 Under Recipient Configuration right click Mailbox and click New Mailbox 2 Click Next to select User Mailbox 3 Click Next to select New User 4 Inthe User Information screen enter the user s first and last names in those fields a New Mailbox Introduction User Information El User Type Enter the user name and account information User Information Organizational unit 2 Mailbox Settings 2007exchange altigen com Users Browse L New Mailbox First name Initials Last name 2 Completion Dae flee Name Davie Lee User logon name User Principal Name David Lee 2007exchange altigen com a User logon name pre Windows 2000 David Lee Password Confirm password eesse s s eocccee IT User must change password at next logon Help lt Back L ne Cancel Figure 6 New Mailbox screen Excha
5. 08 gt B Channel 09 gt B Channel 10 gt B Channel 11 gt B Channel 12 gt B Channel 13 gt B Channel 14 gt B Channel 15 gt B Channel Controlled by Z RRT 16 gt D Channe D chan on Bardi I TEI Terminal anapon identifier 17 gt B Channel Default setting Recommended 18 gt B Channel Span ID cM A 19 gt B Channel anually set to 20 gt B Channel PF Enable Tie Trunk T Assigned by CO switch 21 gt B Channel x Figure 11 E1 PRI Protocol Configuration dialog box top half 126 MAXCS ACM 6 0 Administration Manual Chapter 11 Board Configuration Protocol Configuration _ CH gt Type m Span type selection r E1 Ri2 setting oo a F1CAS Switch mode Channel associated signalling China A2 a C Regular ISDN PRI D channel is the 16th channel ISON Numbering Plan B Channel Maintenance Message Custom ISDN PHI lt el Set D channel NONE Z M Enable PRI Caller Name B Channel Logical Interface ID NSF Network Specific Facilities None Y Controlled by S TEI T endpoint identifier D chan on Board ID scala a kenkien m Default setting Recommended speak Manually set tof I Enable Tie Trunk Assigned by CO switch 21 gt CAS zl Figure 12 E1 CAS Protocol Configuration dialog box top half Selecting Span Types e E1 CAS select this option to associate all channels on the span to E1 cha
6. Summary Opens the System Summary window E Shortcut for Report gt System Summary About Opens a window that displays version and file information Shortcut for Help gt About MaxAdministrator About Status Bar The Status Bar at the bottom of the main window displays disk usage the status of SMDR the status of the call detail reporting log the status of the operator and current date and time The View Windows The MaxAdmin main window hosts a number of child windows that provide various views into the internal system real time status Boards View Window The Boards window displays the hardware board types and their logical and physical IDs For each installed board it displays e The board s logical ID the sequential ID of the board assigned by the system Board type for example Triton P12PT is a Triton board with 12 IP ports e The physical ID including the ID on the faceplate of the board and the gateway ID If it is an all in one system the gateway ID is the system itself and the ID is 0 TritonT1 TritonPRI TritonResource TritonIP12PT TritonIP3OPT Triton8 TLS MobileExt H323SP SIPSP TritonIP30PT 1 GW02 TritonIP12PT O Gwo2 TritonPRI 2 GwWo02 MobileExt O Gwo2 HMCP O GwWO01 Boards Ae x ic Physical ID 0 Triton12E 1 Triton12E 2 Triton12E Double click a 3 Triton12E board to open a 4 Triton12E fi ti 5 Triton12E conigurauon 6 Triton12E window for that 7 Triton12
7. r CT Bus Mode C Alaw Mu Law r Set CT Bus Clock Auto 8 TritonPRI 2 GW00 Manual 8 TritonPRI 2 Gwo0o ba Refresh Delete Detach Apply Figure 4 Media Server Gateway Management window Setting Parameters To read or set parameters for a specific gateway first select the gateway in the All Gateways list After making changes to a gateway click Apply before selecting another gateway When you are finished with the window click Close Parameter Description All Gateways Lists all gateways that have been added using the Add button in this window Status Shows the status of the selected gateway active disconnected initializing resetting failed Read only field Name The name you gave the selected gateway for easy identification MAXCS ACM 6 0 Administration Manual 71 Chapter 5 Media Server and Gateway Management Parameter Description Type Address Shows whether this is a media server or gateway If the ID is other than 00 you cannot change the type in this configuration screen If you want to change the type you need to delete the entry and recreate it You need to have sufficient Gateway or Media Server Licenses in order to add an entry The IP address of the selected gateway Password The password assigned to the selected gateway Each gateway has its own password Country The country where the gateway r
8. Calls can be redirect to Outside Number by Forward ONA Notification and Remind Call Forward T91 237 a I Locked Ag M Password Match 94538 Refresh Figload Export Exit Information on the selected extension Security characteristics to check Figure 5 MaxAdmin amp Extension Security Checker Checking Extension Security Generally an extension is considered secure if its password meets the following conditions e Contains 4 8 digits e Is different from the extension Is different from the default system password e Does not consist of consecutive numbers e Does not consist of a repetition of the same digit 388 MAXCS ACM 6 0 Administration Manual Chapter 29 Tools and Applications To check extension security 1 Select the security characteristics you want to check in the Show field group Status Description Secure Pwd Internal Only Has secure password and cannot make outbound trunk calls Unsecure Pwd Password has unsecure elements described in Unsecure Elements window Outbound capable Can make outbound trunk calls Unsecure Pwd Outbound Password has unsecure elements described in Unsecure Elements window AND can make outbound trunk calls Password Expired Password is expired Attacked 8 consecutive false password attempts have been made Locked Extension has been locked by system due to attack or by System Administrator
9. 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 GB 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 The diagnosis process determines the max gain based on the diagnosis results The default setting is O dB and it is highly recommended that you not change this setting Caution Setting the volume too high will cause distortion in voice quality and or missed DTMF digits Trunk to Trunk Gain Last Diagnosis Time This configuration is to set Gain for calls that involve two analog trunks one in and one out Because an analog trunk typically has energy loss of 3 12 dB a two trunk operation like VM out call and MobileExt may have low volume issues because energy loss is doubled This configuration can compensate for the energy loss The valid range is 0 to 6 dB Recommended value is 3 dB Caution Setting the Gain too high may cause distortion in voice quality and DTMF tone Your CO may not be able to recognize the dialing number if DTMF tones are distorted The last time the Diagnosis button was clicked Diagnose button Use this button t
10. 384 MAXCS ACM 6 0 Administration Manual Chapter 29 Tools and Applications Backing Up Files To back up files 1 Select the Backup icon to view the Backup Configuration dialog box Backup Configuration Gg x m Components Backup To I Configuration Files Tuesday x I Custom Ph doon Ee C alibackup tue IT Extension Messages I SP Configuration Files Cancel Figure 2 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 Click the folder icon to open a browse dialog box that lets you select the folder to back up to When you click OK in the dialog box the selected drive or directory is displayed in the field below the Backup To drop down list 4 Click OK to start the backup This closes the dialog box In the System Data Management window the progress and status of the file backup is displayed Scheduling Backups You can set up automated backup on a schedule and you can select the days the times and the target drives and folders for the backups MAXCS ACM 6 0 Administration Manual 385 Chapter 29 Tools and Applications To set backup schedules 1 Inthe System Data Management window s
11. Board ID IV Play Prompt Before Placing the Caller in Queue Phrase phrase0001 hd IV Play Update Prompt Every 60 Seconds Phrase phrase0291 E To configure music on hold to play a file Make sure a VolP board is installed required for playing a file Check Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement 3 Use the drop down list to select the logical board ID of the VolP board The system will play the default music on hold file when the user places the caller on hold The default music on hold file is a wav file called MusicOnWaiting wav The file is located in the C PostOffice phrases Music folder You can replace the file with a wav file or an AltiGen PCM file The wav file must be in 8 kHz 8 bit Mono u Law format Any optional music on hold files included with MAXCS are in that format You can convert your own wav files to this format using Microsoft Windows Sound Recorder Note You may need to reduce the music volume level 70 80 to avoid distortion To replace the default music on hold file 1 Back up the default file 2 On the Audio Peripheral tab uncheck the Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement check box 3 Rename the desired wav file to MusicOnWaiting wav and put it in the C PostOffice phrases Music folder 4 On the Audio Peripheral tab check the Enable Callers on Hold or in Queue to Listen to
12. Password Match To detect if an extension uses a specific trivial password such as street address zip code phone number enter that string here 2 Click Refresh Extensions with the selected insecure characteristics will appear in the Extension List 3 Make changes to extensions from the right click menus or advise extension user s to make changes 4 After changes have been made for example in MaxAdmin MaxCommunicator or with right click commands in this tool click Reload to fetch the new settings from MAXCS Security characteristics for extensions you select in the Extension List display in the Unsecure Elements panel 5 Optional Click Export to export the data in the Extension List to a text file Note You are advised to run this security check periodically and remind extension users to use secure passwords MAXCS ACM 6 0 Administration Manual 389 Chapter 29 Tools and Applications Start amp Stop All AltiGen Services You can start or stop all AltiGen services from the Windows Start menu All Programs gt MAXCS gt Utilities gt Start amp Stop All AltiGen Services The following dialog box opens Start All AltiGen Services Shutdown All AltiGen Services m Information Load the contig file successfully 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 upgrad
13. Protocol Configuration CH gt Type m Span type selection ISBN PRI setting 00 gt B Channe C TICAS Switch mode Channel associated signalling NI 2 PRI bd Regular ISDN PRI ISDN Numbering Plan D channel is the last channel B Channel Maintenance Message CustomISON PRI a Restart v SetD channel C23 x V Enable PRI Caller Name E NSF Network Specific Facilities None X B Channel Logical Interface ID Controlled by TE Terminal endpoint identifier D chan on Board ID l AN l Default setting Recommended 17 gt B Channe 18 gt B Channe Span ID 19 gt B Channe C Manually setto ae ene Enable Tie Trunk C Assigned by CO switch 1 gt R Channel zl g y Figure 9 T1 PRI Protocol Configuration dialog box top half MAXCS ACM 6 0 Administration Manual 125 Chapter 11 Board Configuration Protocol Configuration CH gt Type Span type selection _ _ _ ISDN PRI setting po gt ae Fici Switch mode gt cas o g eea 2 02 gt CAS Channel associated signalling NI 2 PRI X 03 gt CAS 04 gt CAS C Regular ISDN PRI ISBN Numbering Plan 05 gt CAS 06 gt CAS 07 gt CAS 08 gt CAS 09 gt CAS 10 gt CAS D channel is the last channel B Channel Maintenance Message Custom ISDN PRI Ree estat bf Set D channel cA 23 z Z Enable PRI Caller Mame 12 3 os E cnannel NSF Network Specific Facilities
14. 0 ee es 146 Setting General Trunk Attributes 0 ee 146 H323 Tie Trunk Properties 2 2 00 cee 150 SIP Tie Trunk Properties sisisi unisi a idani cidi m aa a A EO es 150 SIP Trunk Properties 20 0 0 0 ee 151 Configuring aSIP Trunk o separen tnont Du Du LY g es 151 Triton T1 E1 Trunk Properties nauau aaa a ee 153 Caller ID and DID Incoming Sequence Example 155 Triton Analog Trunk GS LS Properties 0 00000 a 156 Performing Impedance Match on Your Own ce ee 159 Using the Match Impedance Button 0 000 a 159 Measuring the Rx Level of a Trunk Channel 00000 160 If You Need to Improve the Rx Level 0 000000 eee eee 161 If You Don t Have the Milli Watt Test Number 0 0 0 000 ee eee 161 fncoming Call ROuUting 2 28 n0deantee tence tba tases tak tabs 165 Regular Trunk Calls sac acs enw Ss Aes Se a ee Pe eek ee eal als 165 Web IP CallS iis a0 ecm d oad ew hee a awa ob Wald ae eae na abn 165 Outgoing Gall BIOCKING os cee 53 a ae Feat neg oe hae ie Ale Pe ea 166 CHAPTER 13 iv MAXCS ACM 6 0 Administration Manual In Call Routing Configuration 0 000 e eee ee 167 Caller VDYROUEIN GS ieina d E Sok Sg a aaa cee ea Rie ote Meee eos ee E AE nan TARER ARESE 168 Adding and Deleting Caller ID Route Entries 0 000 168 Defining Caller ID Routing aoaaa es 169 BYNES ROUEN G3yf cites 5 88 et ths Sd ks ass itt ea io he aides E 169 Add
15. 340 Changing an Extension s Scope from Global to Local 005 341 Relocating a Global Extension aa es 342 Configuring Departments in a Multi site VolP Domain 344 Configuring Global Least Cost Routing 0000p es 346 When Information May Be Out of Sync 1 aaa a 347 CHAPTER 26 System Report Management 000c eee e eee 349 System Summary Report 2 2 aa aaa a aaa 349 IP Cumulative Traffic Statistics 2 2 ee 350 Resetting Cumulative Statistics 0 0 0 0 a ee 351 CHAPTER 27 Microsoft Exchange Integration 00 ee eee eee ees 353 Requirements issn Sst eee Bee A ee a Ge Es A cE ea ES 353 Exchange Server Configuration 0 00000 ee eee 356 Exchange Configuration 0 0 00 ce ee 360 Enabling the Exchange Server 00 000 ee ee 364 Enable Exchange Integration in MaxAdmin 0000000 ee eee 366 Testing the Exchange Server Setup 2 2 0 0000 eee ee ee 367 Troubleshooting TPS 244 en bec ankan hut cd hiekan etd Srp hie gece ee eR 367 NOTES vice ch Gon Sathana Nee i a a dete deat dine teresa ester bestows a Paks 369 Additional Steps for Bridged Access and Native VM Integration 0 aaa ee 370 Additional Configuration for Native VM Integration 373 Troubleshooting ei 4 wama EA ee R a a E E e a A a ARA E 373 CHAPTER 28 TAPI Integration issi iiaa a a a a a es 375 Installing the TAPI Proxy Server usaaa aaa 375 Setti
16. 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 The difference between the Current Resource Statistics window and the IP Cumulative Traffic Statistics window is that the former shows figures only for the active call Current Traffic on a particular IP trunk of the local MAXCS system while the other window shows figures for all calls combined cumulative traffic Resetting Cumulative Statistics You can reset the I P Cumulative Traffic Statistics by clicking the Reset button Also this window automatically resets all fields to O0 when the MAXCS system is shut down and restarted Statistics gathered before the reset are not saved MAXCS ACM 6 0 Administration Manual 351 Chapter 26 System Report Management 352 MAXCS ACM 6 0 Administration Manual CHAPTER ef Microsoft Exchange I ntegration This chapter provides step by step instructions for configuring Microsoft Exchange integration with MAX Communication Server ACC ACM 6 0 Note An AltiGen Exchange Integration license is required for each extension using Exchange integration Three integration options are possible e Synchronize with Exchange 2003 2007 A system wide integration that allows a two way synchronizatio
17. 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 e Trunk incall routing e DNIS incall routing e Auto Attendant Call Supervision Check the check box to allow supervisors to monitor barge in on coach and record an agent s non workgroup calls Notes e If this check box is checked the supervisor can listen barge in on coach and record an agent s conversation regardless of the agent s login status e Supervisor extension does not have to be a workgroup member to listen to barge in on coach or record an agent s conversation e For the coaching feature the agent s extension can be either an IP extension or a Triton analog extension WARNING Listening in to or recording a conversation without the consent of one or both parties may be a violation of local state and federal privacy laws It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws Setting a System Number Plan The system number plan defines the extension digit length You can use from 3 6 digits for extensions You also use the system number plan to set a DID number length to use and to define the system response to the first digit dialed for examp
18. Out Call Routing Configuration Eg Route Definition Dialing Pattern Default Routes J7 Disallow this dialing pattern r Prefix and Digit Length Prefix far 4 Pattern length including prefix 10 Me r Route Priority 1 2 Local T1 x 1 Local Analog Cancel Apply Help Figure 3 Out Call Routing Configuration Dialing Pattern tab 2 Click the Add button The following dialog box appears Prefix fat 4 Pattern length including prefix X omes 3 Type in the prefix and pattern length and click OK Assign routes to this prefix by selecting routes from the drop down lists in the Route Priority section of the Dialing Pattern tab If this is a restricted number or pattern skip step 4 and check the Disallow this dialing pattern check box To delete a dialing pattern Select the pattern you want to delete and click the Delete button 178 MAXCS ACM 6 0 Administration Manual Chapter 14 Out Call Routing Configuration Dialing pattern configuration tips e Ifa 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 e Ifa dialing pattern requires the system to add or remove digits a route with digit manipulation configuration needs to be set up correctly This means that you may need
19. Remote Access allows users to access the Voice Mail System from outside by dialing into the AA and pressing to log in or pressing from any internal extension to access any voice mail box Return to AA after leaving a voicemail message and pressing to send it incoming trunk callers are prompted with the option to return to AA to try another path or person Set Call Forwarding from Voice Mail users can set up Call Forwarding from within the Voice Mail System This allows users to set up Call Forwarding while away from the office Voice Mail Distribution List allows the user to use system distribution lists or personal distribution lists for forwarding voice mail Up to 100 distribution lists can be created Each distribution list can have up to 64 entries and any entry can be another distribution list Zoomerang allows users to listen to messages in the Voice Mail System make a return call to a party who left a message and then return to the Voice Mail System to continue checking the next messages all in a single call into the Voice Mail System If the caller ID information is not captured the user may enter the call back number manually Internet Integration Features Internet integration features include MAXCS ACM 6 0 Administration Manual 13 Chapter 1 Overview Exchange Integration provides message synchronization between MAXCS and a Microsoft Exchange server on the LAN This feature allows for dy
20. 3503 n Intemal Local and Unrestricted Area Codes 3504 PhysicalfAgent 3505 PhysicalfAgent 3506 PhysicalfAgent 3507 PhysicalfAgent 3508 PhysicalfAgent 3509 PhysicalfAgent 3510 PhysicalfAgent 3511 Physical Agent 3600 Physical Agent 3601 Physical Agent 3602 PhysicalfAgent 3603 PhysicallAgent 3604 PhysicallAgent 3605 PhysicallAgent 3606 PhysicallAgent 3607 PhysicallAgent co Sarena IV Allow Calls to be Transferred or Conferenced to an Outside Number 3610 espa IV Allow Extension User to Configure Forwarding Notification and Reminder Call to an Outside Number 3611 Physical Agent IV Allow Outside Caller to Make or Return Calls from within YM System 3700 Phy sical IT Allow Outside Caller to Make or Forward Intemational Calls from within YM System 3701 Physical Physical Agent D lasain al Enter prefix less or equal to 10 digits e g 1900 or 976 or equal to 10 digits e a 1900 r Other Call Restrictions Add Apply To Cancel Apply Help Figure 7 Extension Configuration Restriction tab Note You can use Apply to to apply call restriction settings to one some or all extensions See About the Apply To Button on page 186 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 e No Restric
21. Ba Folders Servers g SERYER2003 Basic Enterprise Figure 9 Microsoft Exchange Manager Exchange 2003 Figure 5 on page 358 shows the Exchange 2007 Management Console 2 Right click on the desired server and select Properties to get the following Server Properties window 360 MAXCS ACM 6 0 Administration Manual Chapter 27 Microsoft Exchange Integration SER ER2003 Properties remove log files Remove files older than days Change Figure 10 Server 2003 Properties window Exchange Manager 3 Go to the Security tab and click Add SERYER2003 Properties AltiGen_ALTI OFFICE3 SVR2003 4ltiGen_ALTI OFFICE3 AltiGen_ALTIWARESO SVR2003 AltiGen_ALTIWARESO AltiGen_WEB_2003 SVR2003 AltiGen_WEB_2003 Ef ANONYMOUS LOGON Aano owo tt Full control Read Write Execute Delete Read permissions Figure 11 Server 2003 Properties Security tab 4 This opens a Select Users Computers or Groups window Click the Advanced button MAXCS ACM 6 0 Administration Manual 361 Chapter 27 Microsoft Exchange Integration Select Users Computers or Groups Figure 12 Server 2003 Properties Select Users Computers or Groups dialog box 5 Inthe advanced version of the Select Users Computer or Groups dialog box click Find Now Select Users Computers or Groups Figure 13 Server Properties Select Users Computers or Groups Advanced dialog b
22. ETSI NETS PRI Network 09 gt B Channe SetD channel NONE vy NT DMS 100 PRI Network 10 gt B Channe 11 gt B Channe B Channel 12 gt B Channe NSF Network Specific Facilities 13 gt B Channe Logical Interface ID Nene 14 gt B Channe 15 gt B Channe Controlled by a AS TEI Terminal endpoint identifier 16 gt D Channe D chan on Board ID ET 5 P 17 gt B Channe Pe i Default setting Recommended 18 gt B Channe pan E 19 gt B Channe C Manually setto 20 gt B Channe Enable Tie Trunk C Assigned by CO switch 1 gt R Channel z Figure 14 E1 PRI Switch Mode The top three settings are used for a connection to a CO switch e Austel TS014 PRI e ETSI NET5PRI e NT DMS 100 PRI The bottom three settings are used for a PRI tie trunk configuration where two MAXCS systems are connected back to back In such a configuration one MAXCS system must be configured as Network and the other as User For example set one to NT DMS 100 PRI Network and the other to NT DMS 100 PRI e Austel TS014 PRI Network e ETSI NET5PRI Network e NT DMS 100 PRI Network 128 MAXCS ACM 6 0 Administration Manual Chapter 11 Board Configuration Configuring an I SDN 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 differe
23. Note Average talk time is calculated as follows Average Talk Time ATT Total Inbound Talk Time Total Inbound Calls Answered The agent calculated with the lowest value for ATT is rung first Skill Based Routing the call will be routed according to the SKLR setting and skill based routing rules set up on the Skill Based Routing tab in the Workgroup Configuration window see Setting Up Skill Based Routing on page 273 When Skill Based Routing is selected the agent with longest idle time will be selected to take the call when multiple agents with the same skill level are idle Enable Single Call Handling for Agents 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 MAXCS will not distribute the call to this agent If single call handling is disabled MAXCS will distribute calls to this agent even when one or more calls are put on hold by this agent Handling Calls when Group Members Are RNA Logged Out You can set calls to forward to a specified destination when all group members either do not answer the call RNA or are logged out To do so in the GroupRNA Logout Handling section of the Call Handling tab check the Enable Forward to check box and select a destination from the drop down list The forwarding options are the same as for Forwarding All Calls on page 284 286 MAXCS ACM 6 0 Administration Ma
24. Setting Call Handling Options on page 248 for more information To adjust the order select the extension you would like to adjust and use the Up or Down button to change the order When you add an extension to a hunt group the extension is in the Logout state The hunt group member must manually log in using feature code 54 To add extensions to a hunt group 1 Inthe Huntgroup Configuration window select the hunt group number in the Group List The hunt group number appears in the window title bar 2 Click the Group Member tab 242 MAXCS ACM 6 0 Administration Manual Chapter 19 Hunt Group Configuration Huntgroup Configuration 110 x Group List General Group Member Mail Management Notification Call Handing Queue Management Number Name Member List Not Member List no Double click the entry in member list to set skill level Number Status Name Number Name 302 Logout Maria lt Add 100 Glasgow Smith 222 TwoT pa 102 Logout Kelly Pina 201 Logout Susa Remove gt 104 Victor Shih 101 Logout Pedro E 123 Jorge Gonzalez 555 Logout 125 202 Jon Zhang Down 301 Juan Dominga When system is restarted group members Keep Login Status g Ei Status Status Add Delete i Cancel Hep 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
25. e HDB3 recommended Physical Termination e RJ 48X or RJ 48C Wire e 4 wires E1 Channel Assignment e Data Channels Assignment l1st channel channel ID 0 e Channels Assignment 17th channel channel ID 16 e Hunting Most Idle Least Idle Ascend Descend e DNIS Digits can be 3 to 10 digits CSU DSU Requirements The CSU channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX A CSU can terminate signals repeat signals and respond to loopback commands sent from the central office 418 MAXCS ACM 6 0 Administration Manual APPENDIX Network Ports If MAXCS 6 0 is behind a firewall NAT router you need to open TCP and UDP ports according to the following table For external Vol P 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 323 Tie Trunk 1720 H 245 Media Capability From X to Y See note below Note An easy way to find out the RTP TCP port range s for SIP and H 323 is to look in MaxAdmin View gt Current Resource Statistics All the ports are listed in the Local Ports column Alternatively you can figure the port range in the following way
26. regardless of what is received Note To accommodate future growth and minimize disturbance it is recommended that the length of the DID numbers assigned to an extension be greater than or equal to this DID Number Length Dialed Digit Translator This feature is capable of intercepting and manipulating a dialed digit string before it is sent out for outbound call processing To set up a dialed digit translator entry check the Enable checkbox and click the Setup key This opens a dialog box where you can select First Digit Translator or Extension Dialed Digit Translator This feature supersedes the first digit assignment of the system number plan When configured any extension user can dial a single DTMF digit that will be translated to any internal or external number After digit manipulation the translated digits go through the system number plan to find the internal or external target For example you can configure to call an internal workgroup to report an urgent situation Typical applications are e One digit emergency dialing e One digit dialing to branch or headquarters over PSTN or VoIP e One digit dialing to activate a feature code 46 MAXCS ACM 6 0 Administration Manual Chapter 4 System Configuration Parameter Description First Digit Translator Configuration Dialed Digit Translator a x Select Digit Translator First Digit Translator z woo a r a Figure 3
27. the number of agents assigned to the workgroup Login the number of agents logged into the workgroup Available the number of logged in agents who are available to receive workgroup calls DND the number of logged in agents who are unavailable with the Do Not Disturb status Wrapup the number of agents who are in wrapup mode Not Ready the number of logged in agents who are in Not Ready state Busy the number of logged in agents who are currently on the phone Error the number of logged in agents with extensions that are left off hook or other user error Logout the number of agents who are logged out from the workgroup MAXCS ACM 6 0 Administration Manual 35 Chapter 3 Getting Around MaxAdministrator 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 e Waiting Time the longest wait time of callers in queue e 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 VolP channels available channels and in use channels The window allows administrators to monitor VoIP channel usage and MeetMe conference resource use Current Resource Statistics BEES Refresh Interval 30 Port G 711 only resources G711 G723 G729 Resources Gateway
28. 0 ee 15 Multi Site VolP Management Enterprise Manager 16 Optional Add On Software uaaa a 17 Gap citieS s tye shut h dele E i a E A hs a in oe AA aA S 18 CHAPTER 2 System Requirements and Installation 00000 0c eee eee 21 Minimum System Requirements 0 0 0000 ee 21 Supported Operating Systems 0 0 00 a 21 CPU Memory and HDD Requirements 0 00022 22 MAXCS LICENSES Ane geese cence dad dota iy dy AAi S Ea a AA sod a eases 22 Preparation for Installation aoaaa a 24 Installing MAX Communication Server sausas a ee 24 Installing MaxAdmin on a Network Client asau aaa a 26 Uninstalling MAXGCS w iiei pei ua Tne Rakes a Eke seed E a a Dee ii wend ens 26 Troubleshooting Error Messages auauua aaa 27 CHAPTER 3 Getting Around MaxAdministrator 0000 eee 29 Logging In and Out sas misai eee 29 Changing the Password 000 ttt es 29 The MaxAdministrator Main Window 2 000 eee ee 30 The Main Menu iasant a ieee Weta aad Sok ek wt ea a da td 30 Quick Access Toolbar wi a4 ete eee ae oe a Se a ee ae a 31 Status Balas stated Geta ae nied dear fect ita ah aie ob ene A doh Ree 32 The View WiIndOWS sirana ea ek Pee ee Fabs Pe ee a ee ee ed 32 Boards View Window 0 2 000 ee 32 MAXCS ACM 6 0 Administration Manual Extension View Window 0 0 0 ee 33 Trunk View Window 0 es 33 Call Log View Window asuaan 35 Workgroup View Window aa a 35 Curr
29. 12 language setting check box Click OK 100 MAXCS ACM 6 0 Administration Manual System Configuration Eg Chapter 8 Multilingual Configuration General Number Plan Business Hours Holiday System Speed Call Restriction Account Code Call Reports Country Relevant Audio Peripheral Activity Feature Profiles Nee Super User AltiGen Voice Mal Other Features ga 2 HH login voice mail IV 12 language setting Allows extension limited 14 personal options 38 outside call blocking i i Public Area J 39 operator offline user to specify his aye Making Calls IV 44 overhead paging extension s singe Sales IM 34 dial by name ee oes ee language setting Demo Ext IV 35 station privilege override Vv 46 group paging i J7 93 intercom call IV 53 outgoing workgroup using 12 M 54 login workaroup All feature codes are enabled by default The default feature profile name is O System Lastly the extension user must have a feature profile assigned to him that includes 12 This is done on the Extension Configuration gt General tab To assign feature code 12 to an extension 1 2 On the PBX gt Extension Configuration gt General tab select the extension In the Personal Information panel of the General tab assign a Feature Profile that includes 12 m Personal Information First Name Barbara Password e Description Te
30. 20 D G 729 RTP Packet Length ms 20 DTMF Delivery Cin band on SIP Early Media Disable Figure 1 Codec profile setting window in Enterprise Manager 320 MAXCS ACM 6 0 Administration Manual Chapter 25 Enterprise VolP Network Management Named codec profiles are listed on the left To create a new profile click the Add button The Add Profile dialog box opens Add Codec LX Name My New Profile Ok D Cancel y 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 You cannot remove the Default profile Name Name of the codec profile You can modify the name and click Apply The Default profile name cannot be changed Codec There are three options e G 711 e Prefer G 723 1 support G 729 e Prefer G 729 support G 723 1 G 711 provides toll quality digital voice encoding and G 723 G 729 use low rate audio encoding to provide near toll quality performance under clean channel conditions G 711 G 723 G 729 Silence Suppression When silence suppression is enabled and sile
31. Allow Outside Caller to Make or Return Calls from within Group s VM System IT Allow Outside Caller to Make or Forward Intemational Calls from within Group s VM System Service Level Threshold 120 seconds Service Level Calculation Options Workgroup Call Recording Disable Insert recording tone pply to Cancel Apply Help Figure 1 Workgroup Configuration window General tab Overview of Workgroup Configuration Window Th ese are the tabs in the Workgroup Configuration window General create workgroup pilot numbers group descriptions service level threshold and call recording options Group Member add or remove members from workgroups Business Hours set business hours for workgroups Skill Based Routing define skill levels and skill based routing rules Mail Management set capacity and features options for extension mailboxes Notification set preferences and options for voice mail notifications Call Handling set call forwarding call waiting and call handling preferences and options 264 MAXCS ACM 6 0 Administration Manual Chapter 22 Workgroup Configuration Queue Management set queue phrases overflow routing queue announcements and queue quit option Apply to Button The Workgroup Configuration window often allows you to apply changes to a particular workgroup or to select many workgroups to which to apply the changes Clicking the Apply to button pops up a l
32. Answering options include forwarding handling busy calls handling no answers and other options Which options are available depends on the type of extension Virtual and physical extensions each use somewhat different answering options You can use Apply to to apply answering settings to one some or all extensions See About the Apply To Button on page 186 for more information on using Apply to However since the available options vary with the type of extension you can only apply the choices to the same type of extension 206 MAXCS ACM 6 0 Administration Manual Chapter 15 Extension Configuration For example If you are working with the settings for a virtual extension you can use Apply to to apply changes to one some or all virtual extensions but not to physical extensions To work with extension answering options select the extension number from the Agent Supervisor Extension list then click the Answering tab Extension Configuration 201 Physical Agent x p Agent Supervisor Extension General Group SpeedDiaing Mail Management Notification Num Type Name i Restriction Answering One Number Access Monitor List PrysicalfAge Glasgow C Forward All Calls Do Not Disturb Physical Pedro Sa C PhysicalfAge Kely Pina C T Enable Forward to 7 I Enable Do Not Disturb PhysicalfAge Victor Shih C VirtualfAgent Jorge Go _ Enabling Do Not Disturb will take callers to Virtual z Busy
33. Call Restriction Account Code Call Reports Country Relevant Audio Peripheral Activity Feature Profiles Log Service Name Sever Status Password Internal Log Service 127 0 0 1 connected Add Remove Edit Refresh m Internal Database Configuration Active database retaining period B months IV Archive purged record s B month s per archive file Accounting Data Processing I Enable Data Output Available Ports _ Baud Rate COM cow2 300 1200 C JEK C COM3 C coms C 192K C 38 4 C 57 6K Cancel Apply Help Figure 12 System Configuration Call Reports tab Internal Database Configuration Internal Log Service The Internal Log Service shown in the Log Service display table is created by default You can enable or disable the service but you cannot remove this database or add another Internal Log Service To manage the internal CDR database 1 2 Make sure the Internal Log Service check box is checked In the Internal Database Configuration field use the up down arrows to select the Active database retaining period in months This determines how long the data will be kept in the database Valid entry is 1 12 months Optional In the Archive purged record s field use the up down arrows to select the number of months per archive file This determines the number of months that the system will archive an existing CDR database before cr
34. Caller ID and DID collection Max seconds Maximum wait time before time out between two digits between digits Default value is None Do not change this value unless advised Selecting None means the system will only wait for the sequence of digits that are collected within the length of time specified in the Max seconds before the first digit field Incoming Select up to five incoming symbols to collect from the Caller sequence ID or DID digits e None e e or e Caller ID e DID DNIS Selecting None in any field of the sequence will terminate the sequence and automatically disable subsequent entries in the sequence The default sequence is or and then Caller ID and then or and then DID DNIS Or Sets up an additional alternative sequence You can select another set of up to five incoming symbols to collect Not checking any box is equivalent to checking None in the first field The default sequence is DID DNIS Apply to If appropriate you can use this button as described in Configuring One or Multiple Trunks on page 146 to apply the Caller ID Collection to multiple T1 trunks Note In order for back to back T1 and tie trunk T1 configurations to perform properly it is recommended that you use the system s default incoming call sequences 154 MAXCS ACM 6 0 Administration Manual Chapter 12 Trunk Configuration V Incoming sequenc
35. Cancel Figure 6 Mobile Trunks dialog box Po ooaococecoocoooocqceaea 6 Inthe 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 e Press Any Key To Answer Call when a call is answered by this mobile extension user the system will play the following phrase for the mobile extension user To accept this call please press any digit The user must press any key within 3 seconds to connect the call otherwise it will time out and the call will be treated as an agent extension RNA and will be routed according to its workgroup extension setting If there is a network error or a mobile extension trunk is not available RNA handling is applied to the caller Therefore it is suggested that you don t check the Set RNA Agent Logout option for the group that contains the mobile extension as an agent Workgroup Configuration Call Handling tab e Play Phrase After Answered the system will play the given phrase when the mobile extension user answers the call from the system The default phrase 9037 is a special tone to signal the mobile extension user that this call can be put on hold parked transferred conferenced Play Phrase Before Dial Tone the system will play the default phrase 9037 a special tone and
36. Chapter 3 Getting Around MaxAdministrator Programs Available from the Windows Start Menu Several MAXCS programs are available from the Windows Start menu amp Internet Explorer es Outlook Express s Remote Assistance IF AltiGen Java Services Loader Advanced CallRouter IF Winzip gt IF Tools IF Ethereal 2 WinPcap 2 WinFtp Server I Leak Browser gt IF Alticen IVR Flow Manager oa I COR Search gt Gateway Tools cat GD Alticen Network Assessment Tool gt La ACM Backup and Restore an Urgent MNotification gt AltiEnterprise Manager 73 AltiWare Admin amp Extension Security Checker an Debugging Tools for Windows gt fe AltiWare ACM Readme A Read Config All Programs Ga Altiware ACM N ACM Administrator 5 2 Start amp Stop All AltiGen Services Trace Collector Voice File Converter Available under MAX Communication Server ACC ACM MaxAdministrator 6 0 Lets you configure and administer your MAXCS system Enterprise Manager Manages multiple systems and is where you set up the IP dialing table and IP codec profiles See Enterprise VolP Network Management on page 315 Available also from MaxAdmin MAXCS ACC ACM Readme Readme file for MAXCS ACC ACM 6 0 Available under Gateway Tools AltiGen Board Test A hardware test tool used to debug system hang and other hardware problems See AltiGen Board Te
37. 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 Click the extension number s in the Member list 2 Click Remove to move them to the Not Member list Setting Login Status for System Restart Whenever the system is restarted the administrator can use the drop down list at the bottom of the Group Member tab to Keep Login Status all group members retain their original login status for that group prior to restart default setting All Login all group members are automatically logged into the assigned group after the system is restarted All Logout all group members are logged out of the group when the system is restarted Setting Hunt Group Mail Management The Mail Management settings define how voice messages are handled for a hunt group including how messages are announced and processed and how much capacity is allotted to message storage MAXCS ACM 6 0 Administration Manual 243 Chapter 19 Hunt Group Configuration To work with mail management settings click the Mail Management tab and select the hunt group number you want to work with from the Group List Huntgroup Configuration 4002 x p Group List General Group Member Mail Management Notification Call Handing Queue Manage
38. Export List Printer ilt in account For anony ilt in account For Intern User Properties Shared Folder Security Group Servers in this group can Schema Admins Security Group Designated administrators Fh SUPPORT _38 User This is a vendor s account G BitelnetClients Security Group Members of this group ha Test One User eg Yine J User G Saved Queries Name Type Description 2 Create a new object Figure 3 Active Directory Users and Computers Window Exchange 2003 8 Enter the necessary information for the new mailbox user New Object User x e Create in SVR2003 altigen com Users Eirst name Initials Last name Full name User logon name SVR2003 altigen com he User logon name pre Wwindows 2000 ave2003 Figure 4 New Object User Exchange 2003 MAXCS ACM 6 0 Administration Manual 357 Chapter 27 Microsoft Exchange Integration If you re using Exchange 2007 open the Exchange Management Console Start gt Programs gt Microsoft Exchange Server 2007 gt Exchange Management Console on the Exchange Server and do the following BMeExchange Management Console File Action View Help e om gm E3 Microsoft Exchange e80 Organization Configuration 1 Mailbox oll Client Access Se Hub Transport Mailbox 2007exchange altigen com
39. Firewall Configuration Please note the following important guidelines when working with a firewall on your network e Ifa firewall is used to protect your network access security reconfigure the firewall to open up TCP and UDP ports to the IP system s IP address The relevant ports are listed in Appendix C Network Ports on page 419 This allows IP s voice and H 323 packets to pass through the firewall freely If the firewall supports H 323 protocol configure the firewall using H 323 instead of opening up the specific ports e Ensure that the rules to permit P s H 323 traffic are at the beginning of your access filter list This will minimize the delay of latency sensitive voice packets This is especially important with long access lists and or slow routers Network Using NAT If you plan to connect to your AltiServ system via the Internet and your router or Internet access provider is using Network Address Translation NAT please note that most NAT implementations DO NOT support H 323 e You are probably using NAT if both of the following conditions apply Your MAXCS ACM server s IP address matches any of the following numbers where x is any number from 0 255 e 10 x x x e 172 16 x x to 172 32 x x e 192 168 x x You are able to connect to the Internet directly without using a proxy server 308 MAXCS ACM 6 0 Administration Manual Chapter 24 Network Configuration Guidelines for VoIP e Contact your r
40. For a single chassis system X 49152 Y 49152 Total IP codec channels x 2 For a multi chassis system you need to enter multiple ranges Gateway ID 0 XO 49152 YO 49152 Total IP codec channels in GWO x 2 Gateway ID 1 X1 49152 512 x1 MAXCS ACM 6 0 Administration Manual 419 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 xn Y n X n Total IP codec channels in GW n x 2 To connect the following applications through a firewall TCP UDP AltiConsole 10025 10037 MaxCommunicator AltiAgent I PTalk VM service for 10025 MaxCommunicator AltiAgent 10028 10037 MaxCommunicator AltiAgent MeetMe Conference 10040 AltiSupervisor 10025 10027 10037 Client Applications Auto Update 10050 CDR Search 10025 VRManager 10040 VRManager may not work behind NAT AltiWeb Client 10025 10037 TAPI Client login to AltiServ 10026 Network Assessment Tool 10010 AltiServ connects the following application through a firewall TCP UDP External CDR Logger Service 10027 Remote IP Phones Behind NAT For remote IP phones behind NAT you don t need to do any configuration However if the remote firewall NAT router blocks outgoing traffic then you will need to open the following ports on the remote firewall NAT router 420 MAXCS ACM 6 0 Administration Manua
41. For information on how to install AltiGen boards refer to the Quick Installation Guide provided with every board package Board attributes and functions are accessible from the Boards window Boards ON x Logical 1D Board Type Physical ID 0 Triton12E 1 1 Triton12E 2 2 Triton12E 3 3 Triton12E 4 4 Triton12E 5 5 Triton12E 6 6 Triton12E 7 7 Triton12E 9 8 TritonT1 1 9 TritonPRI 2 10 TritonResource 1 11 TritonIP12PT 2 12 TritonIP3OPT 0 13 Triton8TLS 0 14 MobileExt 0 15 H323SP 0 16 SIPSP 0 17 TritonIP30PT 1 GW02 18 TritonIP12PT O GwWO02 19 TritonPRI 2 GW02 20 MobileExt O Gwo2 21 HMCP O Gwo1 Figure 1 Boards window MAXCS ACM 6 0 Administration Manual 115 Chapter 11 Board Configuration Double click the board you want to configure and a Board Configuration window opens similar to the following r Board Info Board Logical ID 22 Board Name TrtonT1PRI 2 GWO1 r Channel Mapping List J Channel Group Info Logical Chan Type Total Number of Channel Group 1 0 T1 Trunk 0 1 T1 Trunk 1 0 gt Ok 2 T1 Trunk 2 3 T1 Trunk 3 4 T1 Trunk 4 5 T1 Trunk 5 6 T1 Trunk 6 rd T1 Trunk 7 8 T1 Trunk 8 9 T1 Trunk 10 T1 Trunk 10 11 T1 Trunk 11 12 T1 Trunk 12 z Reset Channel Reset Channel Group Board Configuration Reset Board 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
42. In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 406 MAXCS ACM 6 0 Administration Manual Country Signaling Values Venezuela Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit
43. M Softswitch including YM and Enterprise Manager M HMCP Media Server InstallShield lt Back Cancel e Softswitch including VM and Enterprise Manager Select this option to install Softswitch to the server You need a dongle for the Softswitch server Softswitch provides the following functions Devices Control e IP Phone e HMCP Media Server e IP Gateway Call Control e Call Signal Processing SIP and H 323 tie trunk e PBX Switching Routing and Call Handling System Management e Configuration and Directory e Phrases and Prompts System Custom Personal Feature Server e Voice Mail Server e Multi Site Enterprise Manager e Call Center Feature Server e CTI Server e Exchange Integration Server e CDR Server e HMCP Media Server If you have a small to medium scale system no more than about 200 extensions you can choose to install Softswitch and HMCP Media Server in the same machine if you want to You can also install them in different machines especially if you plan to grow your system If your system is larger install HMCP Media Server and Softswitch on different servers MAXCS ACM 6 0 Administration Manual 25 Chapter 2 System Requirements and Installation The HMCP Media Server check box is not available if the operating system is not Windows 2003 SP2 AltiGen supports HMCP Media Server only on servers provided by AltiGen e Gateway Select this option to install gateway service
44. Non urgent calls will be returned on the next business day Please be ready to supply the following information e Dealer ID e AltiGen Certified Engineer D e Product serial number MAXCS ACM 6 0 Administration Manual 423 e MAXCS version number e Number and types of boards in the system e Server model e 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 Product Repair You may send defective AltiGen manufactured hardware products in or out of warranty to our factory for prompt authorized repairs For information on AltiGen repair services and return policies and the AltiGen warranty visit the AltiGen dealer web site at https dealer altigen com Technical Training for Administrators AltiTraining LLC has created comprehensive 3 and 4 day hands on training courses to teach AltiGen system administrators everything from the basic skills of extension configuration to troubleshooting and multiple location implementation of Voice over Internet Protocol VolP The intensive courses were developed under the guidance of the AltiGen corporate office with the help of dealers instal
45. Select 1 2 or 3 for ordinary subscribers refer to Table 1 on page 402 If the subscribed line is intended for other purposes contact your CO for the proper value Add extra digits before caller I D consult your CO to find out if any extra digits are needed Incoming sequences select check box and configure the sequence according to Table 1 on page 402 In call signaling configure the in call signaling value according to Table 1 on page 402 The circled fields in Figure 3 represent values that depend on your country and its corresponding trunk property Note Consult your CO to find out if caller ID digits are provided in the lines MAXCS ACM 6 0 Administration Manual 401 Table 1 Signaling values by country Country Signaling Values Chile Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K
46. and enter the Meeting ID and optionally password to join the conference Hardware requirements For all OFFICE Chassis series a 30 port Triton MeetMe conference board ALTI CONF 30 is required Only one Triton MeetMe conference board is supported per system MAX1000 server has a built in MeetMe conference 12 port resource in the embedded DSP No additional hardware is required MeetMe Conference Features Multiple meetings can be held at the same time as long as the reserved resources do not exceed 30 For the MAX1000 system the reserved resources cannot exceed 12 and up to two meetings can be held at the same time If Gateway Expansion HMCP are used all the MeetMe resources should be in the HMCP server and no MeetMe Conferece board should be in a gateway chassis Meetings can be set up and administered in MaxCommunicator AltiAgent and MaxAdmin You can set up a single meeting or a meeting that recurs at regular intervals MeetMe Conference creates an invitation to a meeting and offers the option to open Microsoft Outlook to send the invitation to people you specify Option to announce participant s name when joining or leaving the conference This feature can be configured by the meeting scheduler Meeting host can Mute Un Mute and drop meeting participants using the desktop client Meeting host can surrender the meeting control to another extension MAXCS ACM 6 0 Administration Manual 297 Chapter 23 M
47. aoaaa ee 113 MAXCS ACM 6 0 Administration Manual Readying the Application 2 0 0 0 ee 113 CHAPTER 11 Board Configuration 2 0 20 cee ee 115 Using the Triton Resource Board ec ees 117 Using the Triton MeetMe Conference Board 0 0c ees 117 Configuring the Triton Analog Station Board 0000 eee eee 117 Configuring the Triton Analog Trunk LS GS and LS Boards 118 Configuring the Triton VoIP Board saasaa aaa aa ee ee 119 Configuring the Triton T1 E1 Board 0 0 eee ee 119 Configuring the Board aaau aaa 120 Setting up Channels on the Triton T1 E1 Board 000008 125 Installing a Channel Service Unit CSU aasa aaa 132 Troubleshooting T1 El1 Common Symptoms 02005 132 Configuring Virtual Boards SIPSP and H323SP ww ee 133 Configuring the SIPSP Board 0 cee es 133 Configuring the H323SP Board 1 a 134 Configuring Virtual Board HMCP sssaaa ee 134 Assign HMCP Resources to IP Extensions 0 0 ee ees 137 Configuring the MAX Board 0 0 00 a 141 Configuring the Virtual MobileExt Board 0 0 cee ee ee 142 CHAPTER 12 Trunk Configuration 0 0002 ee 143 Trunks Out of Service cerra dace wee aw wal oe A a ee ales 143 Channel Identification ri sea ras ameleta ee 143 Opening the Trunk Configuration Window 0 0 ee eee 144 Selecting Trunks to Set Attributes 0 a 145 Configuring One or Multiple TrunkS
48. from the following options e Forward to Extension Select an extension number in the drop down list See A 10 Hop Limit to Call Forwarding for Direct Calls on page 207 Forward to Voice Mail e Place Caller in Queue Places caller in the extension s personal queue This option is available only if Multiple Call Waiting or Live Call Handling is turned on e Forward to AA select the auto attendant number to use in the drop down list under the option e Forward to Line Park use the drop down list to select a Line Park group to route the call See Line Park Configuration on page 257 Setting Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been checked e Enable Single Call Waiting sets up single call waiting This feature gives an alert tone audio beep to indicate that a call is waiting This feature must be enabled in order to conference incoming calls e Enable Multiple Call Waiting enables a personal queue of multiple calls waiting This allows the user to transfer or park the current call before picking up the next call in queue e Enable Live Call Handling This feature is mainly for the system operator It allows callers to stay in the personal queue while the extension user is checking voice mail or operating other features The caller will hear a ring back tone while in queue The call will be shown as ringing on AltiConsole
49. not individual PRI channels T1 and analog trunks are added or removed individually Note Although a whole PRI span is added if Mobile Trunk Allocation is selected as Shared see Figure 5 on page 234 individual trunks when idle still can be used dynamically by normal PRI trunk traffic or mobile extensions MAXCS ACM 6 0 Administration Manual 231 Chapter 18 Mobile Extension Configuration 3 When you are finished adding channels as mobile trunks restart MAXCS A MobileExt virtual board appears in the Boards window Boards Ioi x Logic Board Type Physical ID 0 Triton12E 1 1 Triton12E 2 2 Triton12E 3 3 Triton12E 4 4 Triton12E 5 5 Triton12E 6 6 Triton12E 7 7 Triton12E 9 8 TritonT1 1 9 TritonPRI 2 10 TritonMeetMeConf 0 11 TritonResource 1 12 TritonIP12PT 2 13 TritonIP30PT 0 4 itand 0 eee O o 5 d p 0 17 SIPSP 0 Figure 3 Boards window with virtual MobileExt board displayed 4 Note the logical ID of the MobileExt board In Figure 3 itis 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 232 MAXCS ACM 6 0 Administration Manual Extension Configuration 1005 irtual Agent Supervisor Extension Physicall 0 3610 Physical 0 3611 Physical 0 3702 Physicall Oy 4551 Physicall 0 4552 Physical 0 cE Physical Virt
50. the same extension number in different AltiServ systems can be assigned to different departments A department can also be assigned to a global extension and can be seen across the Enterprise domain In MaxAdmin the department field can be seen on the Extension General tab In MaxCommunicator the department is displayed on the Directory and Monitor tabs In Enterprise Manager the department is displayed in the User list Departments can also be seen in CDR Search To define a department and assign or remove members from a department click the Department button 344 MAXCS ACM 6 0 Administration Manual Enterprise Manager Department Logout Department Name Engineering Marketing Tech Support Servers Description Engineering Dept Marketing Department Tech Support SA B22 amp Codec User Department Add Remove Chapter 25 Enterprise VolP Network Management Member Configuration Member Extensions Extension 110 123 217 739 767 769 Full Name SalesOrder VOIP Demo Scott Lee Steven Zha Shirley 2nd Scott2 Lee2 Help B ata Global LCR About Server Nai HEAVY ME HEAVY ME HEAVY ME MAX1 000 HEAVY ME MAX 000 lt 6 oe Non member Extensions Extension 100 100 100 101 103 103 104 105 105 106 107 107 107 108 108 109 109 110 110 111 111 112 112 113 114 114 4 Full Name Operator EngAlpha Enterpris Gilbert Hu Car
51. the system will not use the IP codec channel during ringing all IP phones Only one codec will be used when a member of a workgroup answers the call MAXCS ACM 6 0 Administration Manual 285 Chapter 22 Workgroup Configuration e Ring Longest I dle Member The agent who has the longest idle time defined as follows The agent needs to be in login state Idle time is calculated from the end of the last wrap up event If the agent does not have wrap up time configured the idle time is calculated from the end of last busy state e Ring Average Longest I dle Member the agent who averages being off the phone the longest Average Idle Time Total Login Time Total Talk Time Total Calls Handled e Total Login Time Cumulative WG login time since midnight e Total Talk Time Cumulative WG Inbound Outbound call duration since midnight e Total Calls Handled Total number of WG calls Inbound Outbound handled by the agent since midnight If a new agent logs into a WG that has been operating for several hours this agent will have the highest priority to take the call If multiple agents log into a WG that has been operating for several hours the one with the longest idle time since login will have the highest priority to take the call e Ring Fewest Answered Calls the agent who has answered the fewest number of calls e Ring Shortest Average Talk Time the agent who averages the shortest talk time
52. the three remote IP phones IP Phone 3 IP Phone 4 and IP Phone 5 connect to the branch office network with private IP addresses 192 168 2 100 192 168 2 101 and 192 168 2 102 respectively Setup For the Branch office LAN e IP Phone 3 IP Phone 4 and IP Phone 5 MAXCS ACM 6 0 Administration Manual 311 Chapter 24 Network Configuration Guidelines for VolP 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 The following minimum guidelines need to be considered for setting up the VPN tunnel WAN Bandwidth should be greater than the aggregate of maximum VolP session bandwidth usage QoS if the IP WAN network provides QoS Quality of Service it should be configured to honor VoIP RTP packet transmission An easy example for a VPN resolution is with the Linksys EtherFast VPN router Router 1 and Router 2 are routers supporting VPN When configuring these VPN routers the following information is needed Also please refer to the Router s User Guide for more detailed information Router 1 s Setting Local Secure Group Subnet IP Subnet Mask specifies the local network 192 168 1 0 255 255 255
53. transfer or conference state Designed primarily for the operator the call is shown as ringing in AltiConsole Meet Me Conference MeetMe conference scheduling monitoring and control Mobile Extension allows a regular CO connected PSTN phone such as a home phone or cell phone to be used to simulate a PBX office extension A Mobile Extension has most of the PBX system s call control and call center features The trunk property is dynamically changed between regular PSTN trunk and MobileExt trunk The MobileExt user has the option to press any digit to connect to a call By pressing to end a call the system will simulate on hook off hook sequence and play a dial tone to the MobileExt user Multi lingual support supports multiple sets of system and custom language phrases Up to 9 different sets of language phrase can be configured A language preference tag can be assigned to the extension user or selected by the incoming caller The system plays the specified language when the extension user accesses system features or the external caller reaches a voice mail box Multiple Call Waiting with Personalized Greetings a personal queue that allows users to handle multiple incoming calls by letting callers wait in queue until the user answers the call This allows users to transfer or park calls before answering the next call in queue Users may also record and use personalized Initial and Subsequent greetings to be played for call
54. when checked the internal extension user can log into voice mail make a call to a second party then transfer or conference to a third party e Allow User to Configure Forwarding Notification and Reminder Call to an Outside Number This setting regulates extension call forwarding voice mail notification and reminder call configuration If this setting is not checked you will see a warning message pop up when trying to set up forwarding to an outside number International calls are not allowed if the fourth option is not checked Allow Outside Caller to Make or Return Calls from within VM System when checked an outside caller can dial into the system log in to the extension s voice mail and make or return calls from the voice mail Zoomerang feature International calls are not allowed if the fourth option is not checked Allow Outside Caller to Make or Forward International Calls from within VM system This setting regulates making international calls from voice mail and forwarding to an international number You need to check the second and third options to be able to check this configuration Caution Allowing any of these options may increase the potential for toll fraud Make 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
55. zox Exit C altiservdb backupO02 E xt333 C altiserv db backupO02 E xt444 C altiservdb backup02 Itgconfig C altisery db backup02 Monitor1 00 C altisery db backup02 Monitor1 01 C altisery db backup02 Monitor1 02 C altiservdb backup02 Monitorl 03 abt C altiserv d C altiserv db backup02 Monitorl 43 C altisery db backup02 Monitor1 88 C altiserv db backup02 O0CRD efaultT Ib C altisery db backup02 0CRLst gt c C altisery db backup02 0CRTrkLst0001 C altiserv db backup02 0CRT rkLst0003 C altiserv db backup02 ona ext1 00 C altiserv db backup02 ona ext1 01 C altiserv db backup02 ona ext 03 C altisery db backup02 ona ext1 07 C altisery db backup02 ona ext333 C altisery db backup02 ona ext444 C altiserv db backup02 ReasonCodeT bl C altiserv db backup02 siprdconfig gt C altiserv db backup02 SpsConf2 gt c altibackup fritaltisery db backup02 SysConf2 on 6 16 3 30 29 c altibackup fri altiserv db backupO02 e xt333 on 6 16 3 30 29 ic altibackup fri altiserv db backupO02 E xt444 on 6 16 3 30 29 c altibackup fritaltiserv db backup02 Itgconfig on 6 16 3 30 29 c altibackup frisaltiserv db backup02 Monitorl 00 c altibackup frisaltiserv db backup02 Monitor101 c altibackup fri altiserv db backup02 Monitorl 02 c altibackup fri altisery db backup02 Monitorl 03 altibackup fritaltisery db backup
56. 100 Glasgow Smith 302 Logn Maria si 10 Pedro Saguaro Remove gt 102 Kelp Pina 104 Victor Shih 123 Jorge Gonzalez 125 201 Susan Chen 202 JonZhang 222 TwoTwoTwo Add Delete Apply to OK Cancel Apply Help Figure 2 Paging Group Configuration Group Member tab When a member is added its default state is Login Paging group members can use 54 to perform group login or 56 to log off If a member is logged off then it will not receive group paging To remove members assigned to a Paging Group 1 On the Group Member tab of the Paging Group Configuration window click the extension s you want to remove in the Member list 2 Click the Remove button to move them to the Not Member List Important If an IP phone in a different network segment needs to be in a paging group you need to configure intermediate routers to pass through the IP multicast packets e IP paging to remote IP phones over WAN is not supported MAXCS ACM 6 0 Administration Manual 255 Chapter 20 Paging Group Configuration 256 MAXCS ACM 6 0 Administration Manual CHAPTER 21 Line Park Configuration The Line Park feature is a kind of call park method The main differences between Line Park and system call park are the following A Line Park ID can be assigned to a specific IP phone s programmable key the system call park cannot Line Park IDs can be grouped as a Line Park Group for call routing purposes the sy
57. 114 Jimmin F 116 lan Voic Assigned Licenses 120 Satisfac al 122 Test Ext 123 VOIP D 124 Workgr 127 eng test2 128 eng test xl Apply Cancel Select a license type and then select extensions to add to the list of members who can use the selected product Make multiple selections by using Shift click and Ctrl click The screen shows the total number of licenses you have for a client product and the number of licenses assigned Stopping the AltiGen Switching Service Normally when you exit MaxAdmin the AltiGen services that provide the various telephony and data services remain active If you need to shut down the phone system do one of the following e From MaxAdmin select Services gt Shut Down All Services e From Windows select Start gt All Programs gt MAX Communication Server ACM gt Utilities gt Start and Stop All AltiGen Services and click the Shutdown All AltiGen Services button This stops the MAXCS system services including the MaxAdministrator application itself When you re open MaxAdmin the switching services are reactivated These options are available when you are logged in at the MAXCS system computer they are not available from a remote MAXCS client Note Stopping the AltiGen services from the Windows Services tool is not recommended because it requires you to know what all the services are and is time consuming 38 MAXCS ACM 6 0 Administration Manual
58. 13 gt CAS Logical Interface ID a 14 gt CAS Connie 15 gt CAS ntrolled by TEI Terminal endpoint identifier 16 gt CAS D chan on Board ID ELT 3 i 17 gt CAS Default seting Recommended 18 gt CAS Span ID pan Manually setto 19 gt CAS y 20 gt CAS Enable Tie Trunk C Assigned by CO switch 21 gt CAS zl gi dled Figure 10 T1 CAS Protocol Configuration dialog box top half Selecting Span Types e T1 CAS select this option to associate all channels on the span to T1 CAS e Regular ISDN PRI select this option to indicate 23B D ISDN PRI span and to designate the last channel as the D channel e Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not available when E1 CAS is selected i Protocol Configuration CH gt Type m Span type selection _ ISDN PRI setting 00 gt System Data a C E1CAS Switch mode 01 gt B Channel 02 gt B Channel Channel associated signalling ETSI NET5 PRI z f Regde ISDN PRI ISDN Numbering Plan D channel is the 16th channel 03 gt B Channel 04 gt B Channel 05 gt B Channel 06 gt B Channel B Channel Maintenance Message Custom SDN PRI Restat and Sevice z Ree EE aS estart and Service Bria IV Enable PRI Caller Name a gs ere Logical Interface ID al SEER See ees D7 gt B Channel None 7
59. 149 none Overlapping ATGN H323 Default NA 16 Local SIP Server14910 10 10 149 none Overlapping ATGN SIP Default NA 16 Local OFF2G 10 10 10 248 none Overlapping ATGN SIP Default NA 19 Local Test 10 10 10 148 none Overlapping ATGN SIP Default NA E gt b Cac GE Rernove f f Add Edit Remove Publish as Global Launch Admin f Figure 2 IP Dialing Table tab in Enterprise Manager The left side of the window displays the VoIP domain name the server ID length and the name ID and statuses of the global servers in this Domain To add an entry to the IP Dialing Table click the Add button below the table The following dialog box opens ing Table Entry x Server ID 15 Server Name Server IP Address Remote Ext Length lne A Dialing Scheme COverlapping ATGN Protocol SIP v Hop Off Allowed Yes v Publish as a global entry Ca MAXCS ACM 6 0 Administration Manual 329 Chapter 25 Enterprise VolP Network Management Define the attributes for the entry Parameter Description Server ID A unique dialing number to connect to the remote server The server could be AltiServ a 3rd party VoIP gateway or an AltiGen certified 3rd party VolP 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 Address The remote server s address If the server
60. 155 Chapter 12 Trunk Configuration Triton Analog Trunk GS LS Properties To open a configuration dialog box for a Triton Analog Trunk GS LS channel do one of the following e 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 e If you re in the Trunk View window right click the channel and select Channel Properties Analog Trunk Triton12TGSLS 0O GWO0 Span 0 Channel 0 m General Settings Interface Caller ID receiving Impedance e00 ohm z Centrex Flash Duration ms Incoming Ring Single Ring x I Out Of Service With Trunk Seizure Disable Impedance Match Match Impedance Match Result B When System Start Up m Trunk Seizure Confirmation __ Disconnect Supervision IV Enable Dialtone Detection Outgoing Loop Break Duration ms I Enable Answer Debounce Incoming I Tone Disconnect m Receive Transmit Gain dB Trunk to Trunk Gain dB 0 Receive fom CQ i 1 Transmit to CO j m Diagnosis Last Diagnosis Time 2006 06 27 19 16 00 Noise Level 5310 Echo Return dBm Loss dB Rix Level at 600 ohmfdB m NA Cancel Apply Apply To Figure 8 Triton Analog Trunk GS LS Properties window Note that you can use Apply to in this dialog box to a
61. 5 J K L j k 1 9 W X Y Z w X yY Z DID Number each hunt group 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 hunt group extension Description describe the purpose of this hunt group MAXCS ACM 6 0 Administration Manual 241 Chapter 19 Hunt Group Configuration Setting Call Restrictions The call restriction rules on the General tab apply to users making outbound calls from within voice mail and several hunt group settings These settings do not impact the call restriction settings configured for the hunt group member s extension in Extension Configuration Allow Calls to be Transferred or Conferenced to an Outside Number when checked the internal extension user can log into this hunt group voice mail make a call to a second party then transfer or conference to a third party Allow User to Configure Forwarding Notification and Reminder Call to an Outside Number This setting regulates hunt group call forwarding voice mail notification and reminder call configuration If this setting is not checked you will see a warning message pop up when trying to set up forwarding to an outside number International calls are not allowed if the fourth option is not checked Allow Outside Cal
62. Call Directory Service Call Disconnect VM Record Message VM Mailbox Access Adv System Call Back Adv Collect Digits Ady Advanced Call Router Adv Application Process Control T Hide No Action Items Cancel Ap Heb Figur Note e2 AA window 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 I tems 88 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 The drop down list displays phrase files located at C Postoffice Phrases LangCustom directory A phrase file can be any file name Note Prior to the 5 1 Release the Phrase directory was under C AltiServ and custom phrases had to use a phrase number from 0001 to 0999 If one action item has multiple choices you need to select Expand Tree instead of using Go to next menu to create a new level You can jump to any action item within the same AA Every item will execute steps according to the following rules First step Play prompt if the box is checked If the prompt box is not checked the AA will go to the second step without delay MA
63. Caller ID Verification saa aaa es 212 Specifying Forwarding Numbers 000 eee es 212 Setting Up Monitor Lists s rasaae eer inaa E ee 213 Configuring a Monitor List aasa aaa es 213 CHAPTER 16 Setting Up IP Extensions 00 00 eee ees 215 Setting an IP Extension sasaaa aaa es 219 Setting VolP Codec for IP Extension saasaa aaa eee es 220 CHAPTER 17 AltiGen IP Phone Configuration 0000 eee eee 223 CHAPTER 18 Mobile Extension Configuration 0 00 eee eee 229 Mobile Extension Diagram aaa a 230 Setting Up a Mobile Extension 0 0 00 es 230 Voice Mail for Mobile Extensions aaa ee 237 Mobile Extension Limitations 00 00 0000 eee eee 237 CHAPTER 19 Hunt Group Configuration 0 0 00 239 Overview of Huntgroup Configuration Window 40 240 Setting Up Huntgroups 0 0 ee 240 Establishing Basic Hunt Group Attributes 0 000 241 Setting Call Restrictions asau aaa 242 Establishing Hunt Group Membership 0 0000 eee eee 242 Setting Login Status for System Restart 0 0 0 cee eee es 243 Setting Hunt Group Mail Management 0000 eee es 243 Disabling a Mailboxes oiga he we a ey 2 244 Synchronizing with Exchange Server 2 0 00 es 244 Setting E mail Options 1 eai i o e hia ei es 244 Setting Mailbox Playback Options 0 00 a 245 Setting Mailbox Capacities uasa aaa 245 Setting M
64. Client Figure 16 Extension Configuration Mail Management tab In Exchange Manager for Exchange 2003 ensure that for each mailbox in Microsoft Exchange Server to be synchronized the First Name and Last Name are exactly as they appear in their corresponding extensions in MaxAdmin Note The Middle Initial field should be empty for Exchange Server mail accounts in order for Exchange integration to work properly MAXCS ACM 6 0 Administration Manual 365 Chapter 27 Microsoft Exchange Integration Front Desk Properties Member Of Dial in Environment Sessions Remote control Terminal Services Profile Exchange General E mail Addresses Exchange Features General Address Account Profile Telephones Organization e Front Desk First name Front Initials tw Last name Desk Display name FrontDesk S Description fn Office FC O Telephone number Other E mail ffrontdesk EXCHANGE2003 Web page Other Figure 17 Mail account configuration in Exchange 2003 Administrator 4 Use the preceding steps to double check the synchronization of all mailbox names used jointly by MAXCS and Exchange 2003 Server Enable Exchange Integration in MaxAdmin To enable the Exchange integration feature in MaxAdministrator 1 In MaxAdmin select System gt Voice Mail Configuration 2 On the Messaging tab select the integration option you want Exchange Integration Disabled Excha
65. Configuration button In the dialog box that appears click the Add Remove Mobile Trunks button Logic Board Type PhysicalID l 0 Triton12E 1 Triton12E 2 Triton 12E Board Info 3 Triton12E 4 Triton12E Board Logical ID j Board Name TrtonPRI 2 GWw00 5 Triton12E Duha DE rm Channel Mapping List Channel Group Info iton i Total Number of Channel Group fi 9 TritonPRI D ito eetMec le 0 gt Ok 11 TgtonResource 2 12 onIP12PT 5 13 onIP30PT 4 14 Tiiton8TLS PRI Trunk Board Info PRI Trunk E PRI Trunk 7 Board S N 14942TE1S0134 DSP Clock 200 Pi s i PRI Tunk Physicalld f2 Logicalld 3 PRI Trunk 1 PRI Trunk 1 PRI Trunk 1 e Configure Type z Add Remove Mobile trunks Advanced Cancel Figure 2 Adding a mobile trunk The Add Remove Mobile Trunks dialog box appears Mobile trunk Member List Not Member List Span Channel Board TritonT 1 1 0 12 TritonT1 1 0 13 TritonT1 1 0 14 TritonT1 1 0 15 lt lt TritonT1 1 0 16 TritonT1 1 0 17 TritonT1 1 0 18 TritonT1 1 0 19 TritonT1 1 0 20 TritonT 1 1 0 21 TritonT1 1 0 22 TritonT1 1 0 23 TritonPRI 2 0 ALL Triton8TLS 0 0 0 Triton8TLS 0 0 1 xl OK Cancel 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
66. Configuring the Virtual MobileExt Board A simulated physical board MobileExt board is created if a Triton analog trunk or Triton T1 PRI trunk is configured as a MobileTrunk T1 PRI and analog trunks can be shared for regular incoming and outgoing calls and mobile trunk connections Only one gateway can include a MobileExt board even if the system consists of multiple gateways Configuring the virtual MobileExt board is discussed on page 230 in the chapter Mobile Extension Configuration 142 MAXCS ACM 6 0 Administration Manual CHAPTER 12 Trunk Configuration Trunk attributes and parameters are set using the Trunk Configuration window The attributes and options available depend on the type of board and trunk This chapter discusses general configuration options applicable to all trunks followed by specific configuration options for the following trunk types e H 323 tie trunk page 150 e SIP tie trunk page 150 e SIP trunk for ITSP page 151 e Triton T1 PRI trunk page 153 e Triton analog trunk page 156 This chapter also discusses incoming call routing page 165 and outgoing call blocking page 166 both configurable on tabs in the Trunk Configuration window Trunks Out of Service If none of the trunks are available when an outside call is placed the caller will hear the system prompt All outside lines are busy Please try again later Channel I dentification To find out channel informati
67. DID set to 11111115 K 36 China MFC R2 Set calling part category 3 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set to 1111113 1 For 8 digit DID set to 11111113 1 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 116 K 31 For 4 digit DID set to 1116 K 31 For 5 digit DID set to 11116 K 31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 MAXCS ACM 6 0 Administration Manual 407 Country Signaling Values Colombia MFC R2 Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115
68. DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 MAXCS ACM 6 0 Administration Manual 403 Country Signaling Values Ecuador MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC LME Set calling part category 2 The switch doesn t support caller ID transmission Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set to 1111113 1 For 8 digit DID set to 11111113 1 Ko
69. Enter the IP address of the gateway Create a password for this gateway The password is used for access to the Media Server Gateway Configuration Tool for the gateway Oe Oe W MAXCS ACM 6 0 Administration Manual 73 Chapter 5 Media Server and Gateway Management After you add a gateway to the list you can attach it to the MAXCS system Also you may have disconnected a gateway that has already been attached In either case you can attach it in the Media Server Gateway Management window To attach a gateway to the AltiServ system 1 Select the gateway you want to attach 2 Click the Attach button It takes 2 5 minutes to attach a gateway depending on how many boards are in the gateway If a Failed message appears you may have entered an incorrect IP address or password or the gateway may already be attached Detaching and Deleting a Gateway You can detach a gateway without shutting down the MAXCS system Caution Always try to detach a gateway when call activity in the system is low If resources are being used in one of the gateways ongoing calls may be dropped To detach a gateway from the MAXCS system 1 Select the gateway you want to detach 2 Click the Detach button You are asked for confirmation MaxAdministrator ACC ACM N Do you want to detach Gateway 02 No 3 Click Yes to confirm A message appears telling you that the detachment was successful and the Status field of the gateway reads
70. Extension Call Routing To set up an Extension Dialed Digit Translator entry 1 Select Extension Dialed Digit Translator from the Select Digit Translator drop down list 2 Inthe Extensions Group field use the Add button to create and select an extension group that the Extension Dialed Digit Translator will apply to 48 MAXCS ACM 6 0 Administration Manual 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 Enter digits in the Dialed Number field and Translate To field In Figure 4 assuming the system is located in area code 510 when an IP extension user in LA dials 911 AltiServ will translate the digits into 919495550911 9 IP trunk access code 19495550911 the emergency center in LA that covers the remote IP phone user s area The Manipulation option allows you to remove or add digits to a number dialed by the IP extension The most common situation requiring this option is to hop off a VoIP call from a remote system to a remote CO line First Digit Assignment These define how the system responds to the first digit dialed by the user The drop down list options for each digit are Extension Trunk A
71. From Desk 5 Business Travel 6 Personal Time Off The remaining three activity codes 7 8 9 are not assigned and can be customized by the administrator To customize an activity code click on the activity code and click Edit Name In the Edit Activity dialog box enter name of the Activity and click OK 66 MAXCS ACM 6 0 Administration Manual Chapter 4 System Configuration Feature Profiles Select System gt System Configuration then click the Feature Profiles tab to configure feature profiles General Number Plan Business Hours Holiday System Speed Call Restriction AccountCode CallReports County Relevant Audio Peripheral Activity Feature Profiles Name rAliGen Voice Mail r Other Features J login voice mail J 12 language setting J 14 personal options J 38 outside call blocking 2 Public Area I 39 operator offline 3 Super User Making Cals 44 overhead paging DND seting I 34 dial by name JT 45 overhead paging by trunk 6 Demo Ext 35 station privilege override T 46 group paging I 93 intercom call J 53 outgoing workgroup J 54 login workgroup Answering Cals T 56 logout workgroup T 29 individual call pickup 59 workgroup call monitor T 30 system call pickup J 66 trace collection T 31 personal call park JT 73 silent system call park T 41 system call park J 90 READY to
72. 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 Select one of the following options for no answer call handling e Forward to Extension Select an extension number in the drop down list See A 10 Hop Limit to Call Forwarding for Direct Calls on page 207 Forward to Voice Mail e Forward to AA select the auto attendant number to use in the drop down list under the option MAXCS ACM 6 0 Administration Manual 209 Chapter 15 Extension Configuration e Forward to Line Park use the drop down list to select a Line Park group to route the call to See Line Park Configuration on page 257 Enabling One Number Access This check box option is available to all extension types but with qualifications e Itis available to physical extensions only when the Forward to Voice Mail option is selected e Itis not available when Forward to AA Forward to Extension or Forward to Line Park is selected Configuring One Number Access One Number Access ONA gives the caller
73. ID Active Active Active Active Total 6711 Total G7i1 6723 6729 Available 00 120 o 12 0 0 o 12 Gateway ID IP Resource Codecs Capability Active Codec Used by Connect to Packets Sent Bytes Sent R Network Pack JB Packet loss Total Packet I 00 07 00 G711 G723 G729 00 07 01 G711 G723jG729 o0 07 02 G711 G723 G729 o0 07 03 G711 G723 G729 Gateway ID _Meetme conference Bridge ID Member Count 00 06 00 00 00 06 01 00 Figure 8 Current Resource Statistics window Top part of the window Contains a summary of codec usage The first G711 only codec section is displaying 30 port G711 VoIP board codec use Middle part of the window Displays the following data e Gateway I D the ID of the VoIP channel s home gateway e IP Resource the Triton VoIP logical board D internal DSP channel ID e Codecs Capability the codecs the IP channel can use Active Codec the codec currently being used e Used By the extension trunk SIP channel or H 323 channel that is using this channel e Connect To the extension trunk or channel the channel is connected to e Packets Sent Received the number of voice packets sent and received Bytes Sent Received the total size in bytes of all voice packets sent and received Network Packet Loss the number of voice packets that have been lost due to prolonged delays netw
74. ID 00 99 in the System Distribution List I D 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 To give the list a name or change the existing name type a descriptive name into the Name box To add a member select the name s in the Non Member list and click the Add button to move it to the Member list To remove a member select the name s in the Member list and click the Remove button to move it to the Non Member list You can select multiple names by using Shift click or Ctrl click Click Apply to save your changes or click OK to save and close the Voice Mail Configuration window MAXCS ACM 6 0 Administration Manual 83 Chapter 6 Voice Mail Configuration 84 MAXCS ACM 6 0 Administration Manual CHAPTER 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 Transfer call to extension workgroup hunt group or operator Dial by Name allows a caller who does
75. IP address of the external log service machine Port The TCP port of the machine Password The password to connect to the external service machine 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 60 MAXCS ACM 6 0 Administration Manual Chapter 4 System Configuration Country Relevant Settings The Country Relevant tab in the System Configuration window contains group boxes for setting toll call prefixes and emergency numbers The Country field displays the country selected on the System Configuration General tab System Configuration x General Number Plan Business Hours Holiday System Speed Call Restriction Account Code Call Reports Country Relevant Audio Peripheral Activity Feature Profiles r Country Emergency Numbers Emergency Number 1 911 Toll Call Prefix Emergency Number 2 If your system is Domestic fi not in North eeh mo Emergency Number 3 America The Automatic ARIS D NGG Prie Dialing Plan a Rules button is available Cancel Apply Help Figure 14 System Configuration Country Relevant tab Setting Toll Call Prefixes MAXCS uses Toll Call Prefixes to determine the type of outside call an
76. Implementation details After you complete the NAT configurations the system will translate the sending party s IP address with the defined public IP address instead of the system s private IP address When the remote IP device sends VolP packets to the defined public address all packets will be routed to the system s provided IP address by the NAT router Defining the IP Dialing Table The IP Dialing Table is used for creating location based VolP routing in the enterprise It supports H 323 and SIP dual protocol It also supports SIP TCP protocol required for Microsoft Exchange 2007 integration If you have an AltiGen Exchange Integration License and are integrating Exchange 2007 with AltiServ you need to add an entry in the IP Dialing Table for this See Microsoft Exchange Integration on page 353 To use a MAXCS to MAXCS connection for VoIP you need to configure the routing in the IP Dialing Table for each MAXCS system Notes e The IP Dialing Table is disabled unless there is a VolP board installed You must assign an IP Trunk Access code System Configuration gt Number Plan tab e You must set the VoIP codec profiles To manage the IP dialing table click the IP Dialing Table tab in Enterprise Manager 328 MAXCS ACM 6 0 Administration Manual Chapter 25 Enterprise VolP Network Management Enterprise Manager Servers esr Bd Be Bie j _Login Logout F j Servers Codec User Departme
77. In this mode AltiServ will use Exchange 2007 as Native VM storage for a system wide integration with all the AltiGen extensions as a unified messaging enabled Exchange account SIP TCP support is added in the IP dialing table in Enterprise Manager for Exchange 2007 integration HMCP Media Server Support Supports Host Media Control Process HMCP HMCP is software that handles voice processing such as G 723 G 729 codec tone generation conference mixer echo cancellation and so on MAXCS ACM 6 0 Administration Manual 3 Chapter 1 Overview Where a Softswitch and multiple gateways are involved HMCP is required and AltiGen HMCP Licenses are needed MAX Communication Server Release 6 0 includes the following HMCP resources e HMCP G 711 only codec up to 1 000 sessions e HMCP G 711 G 723 G 729 combo codec up to 200 sessions e HMCP station based conference member resources up to 40 bridges with max 120 members HMCP MeetMe conference bridge member resources up to 20 bridges with max 120 members max 30 members per bridge e HMCP Supervision resources up to 20 supervision bridges with 60 members The number of resources is licensed through the license file After a proper license file is applied the system administrator can dynamically increase the number of HMCP resources without restarting the AltiServ system PBX New Features and Enhancements Automatic Dialing Plan Rules Administrators can configure a ca
78. K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 408 MAXCS ACM 6 0 Administration Manual 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 swi
79. LCR button lets you add E 164 number patterns and specify source and target sites Tabs Displayed with the Servers Button Information tab displays information about the selected site IP Networks tab defines IP networks and the bandwidth information for an MAXCS site Bandwidth usage control for Internet and intranet can be set up here If the bandwidth usage exceeds the maximum setting the call will not be established IP Dialing Table tab defines the IP dialing table for an MAXCS site Specified information here includes a codec profile and a protocol SIP or H323 for the communication from this site to the selected site IP Codec tab lets you specify an inter gateway codec and define IP device ranges to which you can assign a codec profile e Number Plan tab displays the number plan information that is set up in MaxAdmin System Configuration window Number Plan tab Changing the Enterprise Manager Password Only a person with DomainAdmin rights can change the Enterprise Manager password To change the password click the Password button at the top of the Enterprise Manager window The following dialog box opens Change Password DomainAdmin xl Old Password New Password Confirm New Password oK Cancel Enter the old password and the new password Confirm the password and click OK MAXCS ACM 6 0 Administration Manual 319 Chapter 25 Enterprise VolP Network Management Setting Vol
80. Logout Reason Configuration 294 MAXCS ACM 6 0 Administration Manual Agent Logout reason Configuration Ea Agent Logout Reason 01 02 03 04 05 06 07 08 og 10 Agent Logout Reason Code Chapter 22 Workgroup Configuration Beak fluen Papewok Piet Meins lining EE m p I Logout reason code required 11 12 13 14 15 16 7 18 19 Cancel Apply Help Figure 17 Agent Logout Reason Configuration window To require logout reasons check the Logout reason code required check box If you don t want to require reason codes deselect the 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 MAXCS ACM 6 0 Administration Manual 295 Chapter 22 Workgroup Configuration 296 MAXCS ACM 6 0 Administration Manual CHAPTER 23 Managing and Using MeetMe Conference MAXCS provides two different types of conference bridges Station and MeetMe Conference Station conferencing is handled from the phone or the desktop client on the fly and requires no configuration in MaxAdmin The MeetMe Conference is a group conferencing feature that requires the following A phone meeting needs to be scheduled first by the conferencing host through the client application or by the system administrator in MaxAdmin e All participating parties need to dial into the MeetMe conference extension number
81. Manual 107 Chapter 9 Call Recording Configuration Add Network Place Wizard xj Completing the Add Network Place Wizard You have successfully created this network place shortcut for this place will appear in My Network Places I Open this network place when I click Finish To close this wizard click Finish lt Back Finish Cancel Figure 8 Confirmation screen 7 Click Finish The network place you created should appear on the desktop Y My Network Places a o x File Edit View Favorites Tools Help ay Oa O P JO search gt Folders fa Address fe My Network Places Go a Network Tasks 2 yn My Web Sites on MSN 2 Add a network place View network connections 2 Set up a wireless Se network for a home or small office amp Search Active Directory a Show icons For networked UPnP devices Other Places Desktop Entire Network 1 My Computer z Figure 9 Network Place Created 8 In the Recording Configuration window use the Browse button to select the network place as the destination folder 108 MAXCS ACM 6 0 Administration Manual Chapter 9 Call Recording Configuration Recording Configuration d Extension based Recording ha Figure 10 Recording Configuration Window MAXCS ACM 6 0 Administration Manual 109 Chapter 9 Call Recording Configuration 110 MAXCS ACM 6 0 Administration Manual CHAPTER 10
82. Message Selected the user hears the name of the message Sender Before Playback sender internal sender only before listening to recorded AltiGen Voice Mail System messages Announce Time Stamp Selected the user hears the timestamp time and Before Playback date of each message before playback Confirm Callback Selected system confirms the accuracy of the Number caller s number Enable Distinctive Call Selected the user hears three different call waiting Waiting Tone tone cadences to distinguish between internal external and operator calls see Distinctive Ring on page 43 Play the Newest Voice Selected new voice mail will be retrieved first When Message First not selected the system will play voice mail based on FIFO first in first out Setting Mailbox Capacities You can set various mailbox capacities with the following options and you can apply the settings to multiple workgroups using Apply to Parameter Description Max Number of Maximum number of messages stored in the Messages workgroup s mailbox The range is 1 999 defaulting to 100 Mailbox Size Mailbox size in MBs of stored messages The range is 1 500 MB with a default of 50 Max Message Length Maximum length of voice messages in minutes The range is 1 30 minutes with a default of 5 minutes MAXCS ACM 6 0 Administration Manual 279 Chapter 22 Workgroup Configuration Parameter De
83. Outlook 2007 should be installed at the MAXCS system MAXCS ACM 6 0 Administration Manual 353 Chapter 27 Microsoft Exchange Integration A second Windows server for Exchange loaded with Exchange Server 2003 or 2007 software as appropriate If it is an Exchange 2007 server it should be installed on 64 bit system s with Windows 2003 64 bit or above OS Unified Messaging Client Access and Mailbox Server roles should be installed with Exchange Server 2007 Important When you install the Exchange Server you must log in as the Domain Administrator NOT the Local Administrator The MAXCS system and the Exchange server system must belong to the same domain with a network throughput rate of no less than 100Mbps and without any Web proxies in between AltiGen Services must be installed and started with the user account lt Domainname gt AltiGen_ lt AltiServSystemName gt For example ALTICHINA AltiGen_TELESYSTEM This service account must have a mailbox in the Exchange server that is different from the previous version Exchange Server Services must be started Successful ping from Exchange Server to MAXCS and vice versa To verify requirements do the following as necessary 1 To check the Windows version click the Start button select Run type winver in the Run dialog box and click OK This opens an About Windows dialog box that displays the version of Windows running on your system To check the MAXCS version selec
84. Overview of the Triton T1 E1 Board Through MaxAdministrator the Triton T1 E1 board can be configured for either digital T1 CAS channel associated signaling T1 PRI Primary Rate Interface E1 CAS or E1 PRI Both T1 CAS and T1 PRI carry 24 channels using time division multiplexing TDM at an overall rate of 1 544 Mbps Voice T1 provides 24 64K channels with robbed bit signaling T1 PRI provides 23 64K channels using one 64K channel for D channel messaging E1 CAS and E1 PRI carry 32 channels using TDM at an overall rate of 2 048 Mbps Both of them provide 30 64K channels for voice MAXCS ACM 6 0 Administration Manual 119 Chapter 11 Board Configuration To subscribe to T1 CAS T1 PRI E1 CAS or E1 PRI service you must supply certain parameters These parameters are listed in Appendix B on page 415 Configuring the Board Double click the Triton T1 E1 board in the Boards window to open the Board Configuration window similar to Figure 2 on page 116 See attribute descriptions below Figure 2 Note the following additional information e The Board ID must be in the range 0 7 e Double click a channel in the Channel Mapping List to open a trunk configuration dialog box e Double click a channel group to open a configuration window discussed in the following section e Clicking the Board Configuration button opens a configuration dialog box that displays the board s serial number DSP clock physical and logical IDs You c
85. Parameter Description Native VM Integration with Exchange 2007 Uses Exchange 2007 as the Native VM Storage for a system wide integration with all the MAXCS extensions that have a Unified Messaging enabled Exchange account This allows users to directly leave voice mails with the Exchange 2007 Unified Messaging system Accessing voice mail is designed to be done through the Exchange system The voice mails from Exchange 2007 stores are synchronized to the Altiserv system for message waiting light updates and to allow the MaxCommunicator user to manage the VM When this option is activated all physical virtual WG mail boxes with associated Exchange mailboxes will be switched to Exchange 2007 e Extensions that do not have an Exchange mail box will be treated as mailbox disabled e Users with an Exchange account will press to log in to the Exchange 2007 VM box e When VM files are heard marked saved or deleted from Exchange Outlook the VM attribute will be changed in AltiGen VM storage e When VM files are heard marked saved or deleted from MaxCommunicator the VM attribute will be changed in Exchange 2007 accordingly Personal options usually invoked by pressing 4 on the AltiGen VM menu can now be invoked by pressing 14 when Native VM Integration is selected The following AltiGen voice mail functions are not supported in Native VM Integration Activity Greeting Voice Mail Distribution List Voice Mail Out
86. Phrases that will be played to callers in queue Select the Update Interval 0 to180 seconds to be inserted between queue phrases Note If the interval is set to 0 the system will play phrases one after the other without music in between Click OK or Apply Menu Selection The Menu Selection tab allows for configuration of a voice menu selection that can be made available to callers in queue When a workgroup queue is controlled by the Advanced Queue Management application calls in queue will hear a menu prompt The menu will allow callers to take certain actions based on digit input and callers can also hear one or more phrases associated with the actions Advanced Queue Management 103 Properties x Announcement Menu Selection Queue Overflow r Digits Response Play Prompts 1 Transfer to Group YM 2 Play Prompt s 3 Transfer to Extension 4 No Action 5 No Action 6 No Action 7 No Action EE _Add phrase0001 Del Up _ phrase0293 phrase0294 8 No Action 9 No Action 0 No Action No Action No Action Action Transfer to Extension Other Group ed foo Help Figure 14 Workgroup Configuration Advanced Queue Management Menu Selection tab To set up the Menu Selection 1 2 In the Digits field select O 9 or For the highlighted digit select a Prompt from the phrase list and click Add You can add one
87. Reminder Call to an Outside Number This setting regulates workgroup call forwarding voice mail notification and reminder call configuration If this setting is not checked you will see a warning message pop up when trying to set up forwarding to an outside number International calls are not allowed if the fourth option is not checked Allow Outside Caller to Make or Return Calls from within Group s VM System when checked an outside caller can dial into the system log in to workgroup voice mail and make or return calls from the group s voice mail Zoomerang feature International calls are not allowed if the fourth option is not checked Allow Outside Caller to Make or Forward I nternational Calls from within the Group s VM system This setting regulates making international calls from voice mail and forwarding to an international number Caution Allowing any of these options may increase the potential for toll fraud Make 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 workgroups at all times 266 MAXCS ACM 6 0 Administration Manual Chapter 22 Workgroup Configuration Service Level Threshold The Service Level Threshold scroll box allows you to select the length of time in seconds that a call can be in queue before the call is logged in workgroup performance statistics as having ex
88. Rules for Non North American Country 0 0 62 Audio Peripheral Configuration 0 000000 eee 62 Setting Greeting and Update Prompts 0 000 eee eee ee ees 65 Configuring Overhead Paging saaa aaa 65 ACEI a alae hen PR E E E A E des et cae Gate ai aa A NO ded ata 65 Feature Profiles ti dn pea ak tte a a dhe oh a Steed Nin ate Ede eo 67 CHAPTER 5 Media Server and Gateway Management 0000ee neue 69 Managing GatewayS asana aaa 70 Setting Parameters yda wid a dene tes CR pe ee ee ed E ee 71 Adding and Attaching a Gateway 2 000000 cee 73 Detaching and Deleting a Gateway 2 a ee 74 Changing Gateway ID and Password aaaea ee es 74 Media Server Gateway Configuration Tool saasaa aaa a eee 75 MAXCS ACM 6 0 Administration Manual CHAPTER 6 Voice Mail Configuration 0000 eee es 77 Managing Messages 000 a 77 Setting Message Notification RetrieSs 1 es 78 Setting Message Management Options 0 00000 eee eee 79 Setting Message Recording Options 00000 ee 79 Setting Exchange Integration Options 000002 e ae 79 Setting E mail Messaging Options 0 0000 cee 81 Creating Distribution Lists 0 aaa es 82 Defining a Distribution List a a aaa aaa 83 CHAPTER 7 Auto Attendant Configuration 0 000 ee eee ee 85 Planning Is Essential 2 64 54 04 04 4 Pran bee wi ee a A Re ee 85 Example AA Planning gcc eee
89. Select the days of the week on which the company does business For example if the company does business Monday Friday check the check boxes for those days 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 Or if you want to specify 24 hours as standard business hours select the following hours AM Schedules From 08 00 AM To 12 00PM PM Schedules From 12 00 PM To 08 00 AM Routing Calls on Holidays You can create special routes for incoming DNIS and trunk calls that come in on designated holidays For holidays that your organization treats as half days you can create separate profiles for business and non business hours Note Incoming DID and tie trunk calls will not follow holiday routes but go to the dialed extensions directly To configure Holiday routings select System gt System Configuration and then click the Holiday tab MAXCS ACM 6 0 Administration Manual 51 Chapter 4 System Configuration Account Code Call Reports Country Relevant l Audio Peripheral Activity Feature Profiles General Number Plan Business Hours Holiday System Speed Call Restricti
90. 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 Note This feature is for internal extension users only It does not support dialing out from voice mail Improper configuration may cause conflict with the system numbering plan Be sure to fully test any configuration change in this area before going live MAXCS ACM 6 0 Administration Manual 47 Chapter 4 System Configuration Parameter Description Extension Dialed Digit Translator Note This feature is intended for but not limited to allowing a remote IP extension to make an emergency call 911 through AltiServ If AltiServ is in a different location than the IP extension the emergency call can be routed to the emergency center where the IP extension is located Select Digit Translator Extension Dialed Digit Translator x Extension Groups Members Non members 2000 2500 Dialed Number 311 Up Translate To 919495550911 Manipulation D Dowr Number of digits deleted from head p gt Digit prefix inserted to head JT Allow emergency number notification Cancel Apply Figure 4
91. Sresses Forward to Initial Expected Wait Time 3 minute s Initial Sample Call Count 7 p Priority Promotion Supervisor Queue Control J Promote priority by 1 forevery E0 seconds l T Allow Redirect Call Change Priority Figure 12 Workgroup Configuration Queue Management Advanced Queue Control To configure options for advanced queuing control click the Setup button This opens the Advanced Queue Management AQM application configuration window with tabs for configuring Announcement Menu Selection and Queue Overflow Announcement The Announcement tab allows for configuration of queue announcements Advanced Queue Management 516 Properties 3 x Announcement Menu Selection Queue Overflow IV Use default system phrase s I Queue Position J Expected Wait Time Greeting Phrase Update Phrase 1 phrase0001 Update Phrase 2 Update Phrase 3 Update Phrase 4 Update Phrase 5 Update Interval 60 seconds Figure 13 Workgroup Configuration Advanced Queue Management Announcement tab To configure queue announcements MAXCS ACM 6 0 Administration Manual 291 Chapter 22 Workgroup Configuration 4 Select any of the following check boxes Use Default System Phrases e Queue Position e Expected Wait Time If you are not using default system phrases use the drop down lists to select the Greeting Phrase and Update
92. Switching Service functions on the MAXCS system To install MaxAdministrator on a client workstation 1 Insert the MAXCS CD ROM into the appropriate drive 2 Run SETUP EXE from the MaxAdministrator folder 3 Follow the instructions on the screen Uninstalling MAXCS To uninstall MAXCS 6 0 be sure to stop all MAXCS related services before uninstallation To do this run MaxAdmin log in and select Services gt Shutdown Switching from the menu In the event that the auxiliary services were not stopped stop them one at a time in Windows using the Start gt Programs gt Administrative Tools gt Services applet Then go to Start gt Programs gt Control Panel gt Add Remove Programs and select MAX Communication Server ACM 6 0 and click Remove 26 MAXCS ACM 6 0 Administration Manual Chapter 2 System Requirements and Installation Troubleshooting Error Messages Use this table for troubleshooting error messages encountered during software installation Error Message Solution MAXCS does not support Triton T1 Rev A2 or VoIP Rev A2 boards Please unplug these boards then run setup again Unplug Triton T1 Rev A2 or VolP Rev A2 then run setup again Copy activation file failed An error occurred during the move data process 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 loca
93. T1 n2 nn71 SIP Z i kas Route Name al gt ogas iE Figure 1 Out Call Routing Configuration Route Definition tab Parameter Description Route I ndex 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 See configuration samples to learn how to use digit manipulation in different situations Insert to Head Insert a string of digits in front of the dialed number Delete from Head Remove a string of digits from the beginning of the dialed number Member Trunks Displays the trunks assigned to the selected route The order in which member trunks are added determines the order in which the trunks are used by the system when making an outbound call the first trunk listed is used first and so forth Not Member Displays all trunks that are not assigned to the selected route MAXCS ACM 6 0 Administration Manual 175 Chapter 14 Out Call Routing Configuration To create a route 1 Click Add under the route definition list The Add an entry dialog box appears Add an entry xi Route Index 1 Route Name Local Trunkd omes 2 Type in a name and index number and click OK To add trunks to the route select trunks from the Not Member list and use the lt button to move selected trunks to the Member Trunks list Use the Up and Down buttons to change the
94. Time Stamp before Playback listening to extension greeting 116 Virtual I irm Calibac 119 Harde Jaf T Confirm ete Forwardte Voice Mail M 122 Virtual Gl Test T Enable Distinctive Call Waiting Tone I 123 Virtual Gl VOI Engin A 141 Virtual Dem Play the Newest Voice Message First J E 152 Physical Acc p 153 VitualGl Acc Fapa 155 Remote 3T Max Number of Messages 335 a 157 Physical Gib Sige 158 Physical Elle Mailbox Size E MB 153 Physical Jod io H mi 160 VitualGi Rola Mex Message Leng m 161 Virtual A Phili Retention Length of Saved 60 a day s 163 Virtual ATG L _ 165 Virtual A AltiG 172 Virtual AltiG 180 Remote deny 4 Add Cancel Apply Help Figure 5 Extension Configuration Mail Management tab Setting an I nformation 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 This mailbox does not take messages from the caller Disabling a Mailbox When you disable a mailbox a special greeting is played to announce that this mailbox is not accepting new messages Assign Exchange Integration License If your system is set up to synchronize with an Exchange Ser
95. Virtual Extension PEvtensior r Location Logical Board ID 3 Logical Channel ID fo Prev Next Line Properties Changing the Type The type of extension physical or virtual is set when you create the extension After you create the extension the type is displayed in brackets in the Agent Supervisor Extension list on the left side of the Extension Configuration window You can change a Virtual extension to a Physical one and vice versa If you change the type to physical you can also set the location and configure the line as discussed in the Setting the Line Properties on page 191 For information about IP extension configuration see Setting Up IP Extensions on page 215 Assigning a Location to a Physical Extension When changing a virtual extension to a physical extension the Location parameters are available If you know which board and channel this extension is wired to you can use the Prev and Next buttons to select the correct board and channel number for this physical extension Changing the Location To change the location of a physical extension select the extension number in the list of extensions then click the Prev or Next buttons to change the board and channel settings until the location you want is displayed Like other changes this change isn t finalized until you click Apply Setting the Line Properties For a physical extension you can configure hardware options
96. VoIP sessions to 6 If you enter 180 in the Bandwidth for VoIP field the system will show that 6 G 729 sessions are allowed Configuring AltiServ Behind NAT Your MAXCS system should be inside a firewall NAT router If your AltiServ is supporting remote IP phones PTalk or AltiClients you need to configure AltiServ and the NAT router to make AltiServ work properly behind NAT Port forwarding configuration on the firewall NAT router is required If you re not sure how to configure your firewall NAT router please consult your firewall NAT router manual or vendor AltiGen Technical Support will not be able to help with this Important If your firewall NAT router supports SIP you need to FULLY disable this feature on the firewall NAT router or conflicts may occur between AltiServ and the firewall NAT router In this case remote IP phones might not work or might behave strangely Again please consult the firewall NAT manual to find out how to do this Take the following steps 1 Make sure the AltiServ system uses a private static IP address for example 10 10 0 8 Do not use DHCP on the AltiServ system 2 Define the range of the local IP addresses see To define an address range on page 326 Make sure the AltiServ system is included in the range If the range is not defined correctly all the IP phones will not work IP Network From To Pipe Private 10 10 0 2 10 10 255 255 Local YES 3 Set local IP network ranges to pri
97. Voice Mail Configuration Use the Voice Mail Configuration window to control the following How the system processes voice mail notification e How the system processes voice mail deletion and expired messages e How the system records voice mail system phrases custom phrases personal greetings directory name recording and queue phrases e Enable or disable SMTP POP3 service to deliver voice mail to an e mail address as an attachment e Enable or disable Microsoft Exchange 2003 2007 synchronization service or select Exchange 2007 s bridged access or native VM integration with Exchange s Automated Attendant or Unified Messaging Server To access the Voice Mail Configuration window do one of the following e Select System gt Voice Mail Configuration e Use the drop down list beside the System button and select Voice Mail Configuration Managing Messages The Messaging tab in the Voice Mail Configuration window provides for setting basic parameters and options for messaging including message notification retry attempts message management options recording options and e mail activation and usage MAXCS ACM 6 0 Administration Manual 77 Chapter 6 Voice Mail Configuration oice Mail Configuration xi Messaging Voice Mail Distribution List r Message Notification Maximum Retry Count f2 Retry Interval in Minutes f5 m Message Management Options IV Confirm Message Deletion IV Warn Exp
98. Windows XP select Start gt Control Panel gt Administrative Tools gt Services A Windows Services window opens Check the status of the following services to see that they are started services listed here are for Exchange 2007 e Microsoft Exchange Active Directory Topology e Microsoft Exchange Anti spam Update e Microsoft Exchange EdgeSync e Microsoft Exchange File Distribution e Microsoft Exchange MAP4 e Microsoft Exchange Information Store e Microsoft Exchange Mail Submission e Microsoft Exchange Mailbox Assistants e Microsoft Exchange Monitoring e Microsoft Exchange POP3 e Microsoft Exchange Replication Service e Microsoft Exchange Search Indexer e Microsoft Exchange Service Host e Microsoft Exchange Speech Engine Service e Microsoft Exchange System Attendant e Microsoft Exchange Transport e Microsoft Exchange Transport Log Search e Microsoft Exchange Unified Messaging If any of these services are not started select the service and click Start in the Services window to start it If a service cannot be started please contact Microsoft technical support Exchange Server Configuration After verifying the prerequisites for the AltiServ and Exchange Server systems you can start configuring the two systems to enable the Exchange integration features This section describes the configurations to be performed in the Exchange Server 356 MAXCS ACM 6 0 Administration Manual Chapter 27 Microsoft Exchange In
99. Workdays During Business Hours Route Incoming Calls to AA Route Incoming Calls to Operator Reject Call p Workdays Outside Business Hours Route Incoming Calls to Extension Route Incoming Calls to AA C Route Incoming Calls to Operator C Reject Call Non Workdays Route Incoming Calls to Extension 1 I Route Incoming Calls to AA C Route Incoming Calls to Operator Reject Call Add Delete m Call Priority Call Skill Level Requirement I Set Call Priority 5 I SetCalSKLR E Holiday Profile System 7 Language Setting Business Hours System z l Cancel Figure 1 In Call Routing window Caller ID Routing tab Help Adding and Deleting Caller I D Route Entries To add entries to the Caller ID routing table click the Add button In the dialog box that appears type in a Caller I D Number and a descriptive Caller I D Name then click OK The number and name entries have the following requirements e The Caller ID Number field allows only 0 9 hyphen and asterisk For example both 5102529712 and 510 252 9712 are acceptable The Caller ID Name is descriptive and optional it can be used to remind you about the nature of the number and routing For example you might give the 2529712 number the name Tech Support To delete an entry select it in the Caller ID number list then
100. a button to perform a function for example create a meeting The buttons at the bottom of the window are labeled with their function the buttons at the top of the window perform the same functions In addition at the top of the window you can choose to display outdated meetings by checking the Display Outdated Meetings check box Deselect the check box to hide outdated meetings Select an existing meeting to perform a function on it for example to start or stop the meeting You can select one meeting at a time Functions can also be performed on an existing meeting by right clicking the meeting and selecting from the context menu Click a column head to sort by that column An arrow is displayed that indicates the sort order ascending or descending Click again to reverse the sort order Scheduler Use the scroll bar at the bottom of the window to display additional columns if necessary Change column size by clicking and dragging a column border Change column order in the current window by dragging a column head to where you want it You can open more than one MeetMe Conference window and work with different meetings and displays in each one You can double click a meeting to open the Modify Meeting dialog box MAXCS ACM 6 0 Administration Manual 299 Chapter 23 Managing and Using MeetMe Conference Using the Calendar Button The Create Meeting and Modify Meeting dialog boxes use Calendar buttons for date selection To
101. a e wee ve eee ee ee ees 86 Adding Auto Attendants 0 0000 ee 86 Editing Auto Attendants 0 00000 ee 88 Configuring Menu ltemS 2 0 a 88 Making Auto Attendant Assignments 0 000 eee eee 92 Phrase Management 0 000 ee 92 Using Pre Recorded Prompts 0 0 cette 92 Recording Custom Phrases from the AltiGen Phone 00000s 93 Using Professionally Recorded Phrases 0 00 ee 93 CHAPTER 8 Multilingual Configuration 000s eee ee 95 Configuration Overview sasaaa aa ee 95 Creating Language Phrase Packages 00 eee eee eens 96 Storing Language Phrase PackageS 1 0 eee ee ees 96 Configuring for a Multilingual System 0 2 00 e eee es 97 Enabling Multilingual Support in the Auto Attendant 0 98 Configuring the Extension 1 0 ee 99 Extension User Can Change Language Setting 40 100 Using DNIS to Set the Language 0 0 es 101 Which Language Will Be Used 0 0 0 cc 102 CHAPTER 9 Call Recording Configuration 0 0 0 0 cece eee 103 Description of the Recorded FileName 0 00 eee eee ees 103 Configuring Call Recording 0 es 104 Using a Remote Shared Directory 0 000 ee ees 105 CHAPTER 10 Application Extension Configuration 000 cee eee ee 111 Application Extension Setup saana aa ee 111 Application Failover Plan sanaaa aaa a 112 Application Information
102. additional notes on each type Parameter Description Board Info Board Logical ID assigned by MAXCS Board Name the type of board installed in the system and its physical ID Channel Mapping List Logical Channel Type and Physical Channel for the entire board Double click a channel to open a line configuration dialog box or a trunk configuration dialog box as appropriate To reset the channel select the channel to reset and click the Reset Channel button then click OK Channel Group Info Applicable to T1 E1 and MAX1000 boards only Double click a channel group to open a configuration dialog box To reset a channel group select it and click the Reset Channel Group button Board Configuration Opens a configuration dialog box button Reset Board button Resets the board after you confirm I mportant Resetting a board will disconnect all calls in progress on that board Be sure to inform all users before resetting a board Additionally if the board is a resource board VolP 12 port VoIP 30 port Triton resource board 30 party conference board resetting it will disconnect all calls that use the resource 116 MAXCS ACM 6 0 Administration Manual Chapter 11 Board Configuration Important To implement some board configuration changes you must shut down and restart by choosing Services gt Shut Down All Services which also closes MAXCS and then restarting MAXCS If this is ne
103. after which phrase 5 will be repeated For information about creating custom phrases see Chapter 7 Auto Attendant Configuration 252 MAXCS ACM 6 0 Administration Manual CHAPTER 20 Paging Group Configuration The IP paging group is a group of IP phones that can receive station paging This feature also can be used as IP zone paging by creating multiple paging groups Implementation details The paging signal uses AltiGen s proprietary H 323 ATPS protocol You need to have H 323 tie trunk channels to be able to implement IP paging Each paging session requires one G 711 codec channel The voice stream is multicast to multiple IP phones on the LAN Any extension analog or IP can initiate a paging call by dialing 46 the Paging Group number When paged an IP phone in idle state will automatically turn on the speaker play a beep and then play the page When receiving an incoming call during a paging session the IP phone will automatically stop the paging session and start ringing The IP phone user can terminate a paging session by pressing the Release key on the phone IP phones in DND mode will not be paged To configure paging select PBX gt Paging Group Configuration MAXCS ACM 6 0 Administration Manual 253 Chapter 20 Paging Group Configuration Group List General Group Member Number Name Group Information 664 FirstName Outside LastName Sales Password P Description Remote IP U
104. 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 134 Max Trunk Channel sets the maximum number of trunk channels for this board in increments of 4 from 4 to 96 You need to stop and restart the system after the maximum trunk channel number is changed Note This is signal only trunks Make sure you have enough IP resource boards to cover your needs SIP Tie Trunk Properties To open a configuration dialog box for a SIP tie trunk channel do one of the following e If you re in the Trunk Configuration window select a Triton VolP channel from the trunk channels list then click the Trunk Properties button or just double click the channel in the list e If you re in the Trunk View window right click the channel and select Channel Properties The following dialog box opens r SIP Extension Channels Current Configured Channels 200 Max Number of SIP Extension Channels 200 gt SIP Tie Trunk Channels Current Configured Channels 200 Max Number of SIP Tie Trunk Channels 200 M SIP Trunk Connect to 3rd Party SIP Server Current Configured Channels 5 Currently Licensed Channels cial SIP Trunk Configuration Note Changing number of SIP extension or tie trunk channels requires stop and re start switchi
105. are routed to workgroup extensions the workgroups have their own call handling settings for greetings update phrases rules for sending to voice mail and so on Timeout not shown on forms after 7 seconds on first level call the operator on any other level go to top level by default Questions etc Workgroup 311 x S OS SLA A wn Repeat Menu Repeat Level Main Menu GoTo Top Level Adding Auto Attendants The first 16 AAs are provided with the menus blank You can edit these as described in Editing Auto Attendants on page 88 You don t need to add a new AA if you re going to use 16 or fewer 86 MAXCS ACM 6 0 Administration Manual To add an AA beyond the first 16 Chapter 7 Auto Attendant Configuration Click the AA Configuration button zs or select System gt AA Configuration AA Select x OONN wh After Hour AA New AA Holiday AA IP trunk AA IPOAA aaa New AA Business Hour gt Copies an AA to a selected ID Exports all your AA settings Add Clear Copy From Close Help Emot H 5 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 88 e Add opens the Add AA dialog box ID Name Cancel Select an ID in the drop down list and type in a descriptive Name for the AA then click
106. attached to the parallel port of the server that MAXCS is running on By special order your system key may be a USB key Software license key A 20 digit key located on the front of the End User License Agreement Installing MAX Communication Server To install MAXCS insert the MAXCS CD ROM into the CD ROM drive of the server and follow the instructions on the install screens At the third screen select a setup type MAX Communication Server ACM 6 0 InstallShield Wizard z x Setup Type Select the setup type that best suits your needs ALTIGEN COMMUNICATIONS Select the features you want to install and deselect the features you do not want to install Click Next to continue C Multi Gateway Softswitch System Installation Beck Coa All in one Stand Alone System I nstallation Select this option if MAXCS ACM will be operating on a single server This is the most common installation option Multi Gateway Softswitch System I nstallation Select this option if the Softswitch Media Server and gateway s will be running in different chassis in an enterprise deployment On the next screen you can select which component to install 24 MAXCS ACM 6 0 Administration Manual Chapter 2 System Requirements and Installation MAX Communication Server ACM 6 0 InstallShield Wizard E J x Setup Type Multi Gateway Softswitch System Installation ALTIGEN COMMUNICATIONS Components to be installed
107. attributes 241 mail management 243 queue management 252 setting hours 243 setting up membership 242 setup 240 single call handling 251 huntgroup hours 243 ID server changing length 335 impedance match performing 159 in call routing 167 in call routing rules 167 incall routing Web IP calls 165 incoming call handling 165 information only mailbox 198 installation E1 ISDN PRI 411 E1 R2 CAS 399 error messages 27 MAXCS preparation 24 installing MaxAdmin 26 MAXCS 24 installing a Channel Service Unit CSU 132 MAXCS ACM 6 0 Administration Manual 431 integrating Exchange Server 353 inter call delay setting 196 intercom enabling 189 Intranet 307 intranet pipe 324 configuring 326 IP addresses undefined 325 IP Cumulative Traffic Statistics window 350 IP device range adding 323 IP dialing table configuring 328 IP extensions 186 IP Gateways managing 70 IP network defining address range 326 IP networks defining 324 IP phone copy from 228 display workgroup status 228 time display 225 IP Phone button 31 IP resource missing from Current Resource Statistics window 428 IP Trunk Access 49 ISDN PRI switch mode setting 127 ISDN setting TEI 130 ISP 307 J Jam Bit 8 124 jitter average statistic 351 Jitter Buffer 308 jitter buffer 322 G 711 322 G 723 322 G 729 322 L language DNIS routing to 101 enabling 12 100 rules MAXCS follows 102 setting in extension config 188 languages configuring exten
108. button on the toolbar r Extension Extension LastName FirstName E MailName Slot_ Channel l 1000 ext1000 13 3 2222 ext2222 13 0 2500 ext2500 15 0 2501 ext2501 15 399 2502 ext2502 15 1 2503 ext2503 15 398 2504 ext2504 15 2 2505 ext2505 15 397 2506 ext2506 153 F __ Total Number of Extensions 1243 r Group Trunk Group LastName FirstName Location Access Code 5488 04 00 8 04 01 3 04 02 3 04 03 9 04 04 9 04 05 3 04 06 9 nan 9 Total Number of Groups 2 Total Number of Trunks 268 r Messaging Usage Extension New Msg Saved Msg _Private Msg Reminder Total Size KB 1000 8 0 0 0 258 2222 0 0 0 0 0 2500 0 0 0 0 0 2501 0 0 0 0 0 2502 0 0 0 0 0 2503 0 0 0 0 0 2504 0 0 0 0 0 2505 0 0 0 0 0 Print Refresh Hen Figure 1 System Summary window MAXCS ACM 6 0 Administration Manual 349 Chapter 26 System Report Management The system summary report displays e 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 e Trunk Summary Configured trunks in the system including trunk location Board ID Channel Number and trunk access code assignment e Messagi
109. carrier to verify the hunting number before you configure a trunk to Outgoing 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 MAXCS 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 For example a user dials 4508 to connect to a paging system through the trunk with paging ID of 08 The Trunk Paging option and the Overhead Paging option in Audio Peripheral Configuration on page 62 are different and independent of one another The Overhead Paging option is to set up the Audio Out port on the telephony board and uses 44 to activate The E911 option is exclusively for an analog Centralized Automatic Message Accounting CAMA trunk connecting to a Triton analog trunk board CAMA trunk is a Special type of trunk from your carrier for E911 service When an analog trunk port is assigned as an E911 CAMA trunk the system will send the station identification number defined in the extension configuration E911 CID field to the PSAP via multi frequency signaling The E911 CID is needed to e Allow PSAP to identify the caller s information and exact location by matching the Automatic Location I
110. click Delete 168 MAXCS ACM 6 0 Administration Manual Chapter 13 In Call Routing Configuration Defining Caller I D 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 For each number you can set routing for three distinct time periods defined in the Business Hours tab see Setting Business Hours on page 50 e During Business Hours e Outside Business Hours e Non Workdays Within each of these three time slots you have the following routing options for incoming calls e Route to a particular extension selected in the drop down list e Route to a particular auto attendant selected in the drop down list e Route to the operator Also you can set additional routing attributes based on Holiday Profile routes incoming calls based on Holiday Profiles configured in System Configuration see Routing Calls on Holidays on page 51 e Business Hours Profile routes incoming calls based on Business Hours Profiles configured in System Configuration see Setting Business Hours on page 50 During Business Hours Outside Business Hours and Non Working Day are defined and selected by Business Hours profile e Set Call Priority lets you assign a call priority from 1 9 to the selected caller ID number The highest priority is 1 the lowest priority
111. click Properties Click the UM Settings tab and assign the dial plan exchange Management Console File Action Yiew Help gt am em 3 Microsoft Exchange Ess Organization Configuration gy Mailbox b Client Access Wn Hub Transport fw Unified Messaging 1 object ig Create Filter Unified Messac usp Export List ALTIGEN 794F097 Properties rif s ais ALTIGEN 794FC View ai Unified Messaging M 5 Server Configuration General System Settings UM S inas E Refresh ae ay Mailbox amp Client Access Help Gh Hub Transport Si Unified Messaging 5 8 Recipient Configuration A Mailbox Distribution Group Mail Contact A Disconnected Mailbox a Toolbox ALTICCN nace amp amp Select Dial Plaan O OO O O 000000 O Dial Plan ON View Search Find Now Clear E 3DigitDialPlan 3 3DigitDialPlan 2007exch eye 4DigitDialPlan 4 4DigitDialPlan 2007exch Miscellaneous Configur T AltiservDialPlan 4 AltiServDialPlan 2007 ex Prompt languages 370 MAXCS ACM 6 0 Administration Manual 3 4 Chapter 27 Microsoft Exchange Integration From the Exchange Management Console go to Organization Configuration gt Unified Messaging gt UM I P Gateways gt New UM IP Gateway w New UM IP Gateway E New UM IP Gateway J Completion Ho New UM IP Gateway Thes wizard helps you create a UM IP gateway foe
112. client users In the MeetMe Conference window you can view and manage all the meetings that have been scheduled You can edit the e mail template that meeting schedulers may use To open the MeetMe Conference window do one of the following e Click the MeetMe Conference button K on the toolbar e Select PBX gt MeetMe Conference Management The MeetMe Conference window opens 298 MAXCS ACM 6 0 Administration Manual Chapter 23 Managing and Using MeetMe Conference MeetMe Conference AltiWare Admin ol x JRL R Display Outdated Meetings ID Subject Scheduler Schedule Time Schedule Start Time End Time 002 Kelly Admin Admin 10 13 2006 10 36 09 Permanent 10 13 2006 10 36 10 003 Team Meeting Admin Admin 10 26 2006 14 15 57 Once 10 26 2006 14 15 58 10 26 2006 15 30 5 af p Update Email Template Email eo 6 E Stop d a Create A Modify 1d B Delete This is the same application the clients use Using this window you can e Create a one time or recurring meeting and set its parameters e Open Microsoft Outlook to send an e mail invitation to participate in the meeting e Start and stop a meeting e Modify or delete a meeting e See meeting ID subject scheduler time frequency start time the last time the meeting started its status and the resource being used e Display or hide outdated meetings e Modify column display Working in the MeetMe Conference Window Click
113. configure this option check the Enable No Answer Handling box Select one of the following forwarding options for no answer call handling e Next Group Member ring the next available agent until all available agents are rung If all agents are busy caller will stay in the hunt group queue e Extension take the call out of the hunt group and forward it to an extension e Group take the call out of hunt group and forward it to another group e Group Voice Mail transfer the caller to the hunt group voice mail when the first available agent does not answer the call e Member Voice Mail transfer the caller to the first available agent s voice mail if this agent does not answer the call AA take the call out of the hunt group and forward it to an auto attendant e Line Park take the call out of the hunt group and forward it to a Line Park group If you select Ring All Available Members in the Intra Group Call Distribution section then specify the Number of Rings before Handling using the scroll box beside that option The number of rings is the total number of times agents are rung before the call is handled by the Group RNA Logout Handling configuration Setting a Hunt Group s Call Distribution Rule The Call Handling tab in the Huntgroup Configuration window lets you set the distribution of normal inbound calls to group members using one of the following three options 250 MAXCS ACM 6 0 Administration Manual Chapt
114. customer s CRM record to determine how to route the call It has the capability to set call priority and caller s skill level requirement CDR Search a call reporting tool that allows administrators to search CDR files for records that meet selected criteria and allows workgroup supervisors to get workgroup CDR statistics IPTalk an IP softphone to allow a MaxCommunicator or AltiAgent user to log in toa system as an IP extension IPTalk supports G 711 and G 723 1 codec only SuperQ aJ ava based application designed to queue and distribute calls for call centers with workgroups located in different geographic locations or across multiple AltiGen servers SuperQ enables call centers to combine teams of workgroups from multiple locations into one virtual team VRManager allows administrators supervisors to convert schedule backup delete and query recorded files SDK Tool Kit offers a complete set of tools including APIs documentation and sample programs to enable a developer to begin programming rapidly and efficiently It includes a self installing CD ROM containing AltiGen SDK software Session based licensing is required for both Basic API and APC API interfaces Capacities Capacities for an All in One Single System PBX Capacity e Maximum 400 extensions IP analog and mobile extensions e Maximum 256 MobileExt ports per system e Maximum 200 MaxCommunicator AltiAgent sessions e Maximum 20 AltiConsole sessions e
115. defined in the first item Hop Off Allowed Choosing Yes allows calls from this remote system to hop off to the PSTN by using the trunks in this system Hop off capability can be enabled or disabled on a per IP Dialing Table Location basis 330 MAXCS ACM 6 0 Administration Manual Chapter 25 Enterprise VolP Network Management Parameter Description Publish as a global If you are adding a system or 3rd party VolP device entry that is not part of the VolP 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 Multi site Vol P Domain A group of AltiGen systems can form a VolP domain where they share the same global extension directory and call routing rules The VolP domain is based on VoIP framework and uses IP tie trunks to interconnect among different sites A domain is created in MaxAdmin Here a system is designated as the domain Master Other AltiGen systems can then be added to a VoIP domain The VoIP domain Master maintains global configurations and propagates the configurations to all the members belonging to this domain automatically Any changes in the global configuration are propagated in real time to the other members in the VoIP domain Note A multi site in
116. e If you publish the configuration password to the user only the phone user would be able to change the phone configuration e If you do not publish the configuration password you can block the phone user from changing the phone configuration Default Lets you set the digit required to enable a user to return an Trunk outside call from the Call Log The default trunk access code Access can be the route access code if it is set in MaxAdmin Code 224 MAXCS ACM 6 0 Administration Manual Chapter 17 AltiGen IP Phone Configuration Parameter Description Debug This is for debugging the IP phone using Telnet You need to enter a Diagnostic password when logging in to MaxAdmin before you enter your Admin password to enable this configuration x Type the password in the entry field and then press OK The password will not be displayed es Cancel Time Display e 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 e Format a per phone based configuration that allows the IP phone to display the time in one of the following formats 24 hour example 13 15 12 hour AM PM example 1 15 PM or AM PM 12 hour example PM 1 15 TFTP Lets you assign the TFTP server to which the IP phone can connect for updating firmware when
117. ee ea E A 399 ET LSDN PRI Installations 26a ac 8 tne cane ae Pa Rh ee Se ae as 411 APPENDIX B Required Service Parameters 00 00 eee e ween eens 415 Service Parameters Request Information for TI 000 e eee 415 Service Parameters Request Information for PRI 0 00 eee eee 417 Service Parameters Request Information for El 00a eee 418 APPENDIX C Network Ports 00 cee eee 419 Remote IP Phones Behind NAT 0 eee ee es 420 APPENDIX D Technical Support amp Product Repair Services 00000005 423 Technical SUpport naea a ste ee ae Baek es ee eed doe 423 Product Repair nace en i eas ee ae aie ie ee ee a 424 Technical Training for Administrators 1 aaa aaa ee 424 APPENDIX E Troubleshooting 000 ya a a a ee 427 Troubleshooting VolP Common Symptoms and Solutions 427 UNDEX oo ace eee a a a eee ee oe ZY x MAXCS ACM 6 0 Administration Manual About This Manual This guide is designed for dealers administrators and technicians who are responsible for installation configuration and administration of a MAX Communication Server ACM 6 0 system Another manual the AltiServ User Guide covers the MAXCS end user features and functions such as call handling and voice mail Related Publications Related publications include Hardware Telephony Manual MaxCommunicator Manual AltiAgent Manual AltiSupervisor Manual AltiConsole Manual CDR Manual Advanced Call R
118. extension This setting is recommended only when connecting to third party SIP devices such as a Multi Tech MVP VolP gateway with FXS ports support Refer to MultiTech Gateway Application Note in the AltiGen knowledgebase on the AltiGen dealer web site at https dealer altigen com 3 Configure the rest of the IP Extension panel Connect Voice Stream to Server The IP phone will always connect the media channel to the server when this box is checked This box is checked by the system in the following situations The non workgroup call recording option is checked for this extension This IP extension is a workgroup agent and the workgroup recording is checked You allow a workgroup supervisor to barge in listen to coach or record agent s conversation MAXCS ACM 6 0 Administration Manual this 219 Chapter 16 Setting Up IP Extensions e Home Media Server I D This configuration is meaningful for a multi gateway Softswitch system When multiple chassis are configured to be a single system you need to assign IP extensions to the configuration s Home Media Server to be able to use its resources for activities such as the following e Access voice mail e Initiate a conference call e Record a conversation e Barge in listen and coach by workgroup supervisor Guidelines e Ifthe Softswitch and HMCP Media Server are in the same server the default ID 00 will be the Home Media Server ID No change is
119. extension that needs to be synchronized with Exchange Extension Configuration 100 Physical Agent x p Agent Supervisor Extension Restriction Answering One Number Access Monitor List General Group SpeedDiaing Mail Management Notification m Personal Information e First Name Enterprise Last Name Desk IPfAgent Jim Marketi J TaN em 103 IP Global Ca Password Department Tol Phasel gm Makei een nite _________ 107 Physical Je Language Default Language v Transmitted CID 108 Physical Alli 108 Vitual i Da Feature Profile 1 limited v E91 CiD 110 Physical Sal Engine 4 111 Physicall Gil I Enable Dial By Name V Enable Intercom IV Agent 112 Physical Mo z 112 Remote Ti Account Code p Call Recording Options a irig ag I Enable Forced Account Code License Assignment Concurrent Session x 115 Remote Jer I Override Allowed Mopiopia 116 Virtual lan Disable fid 119 Remote Jef Record fi D 4 HOL 122 Virtual Gl Te i J A at of 10 calls 123 VirtualfGl VO Engine Insert recording tone 141 Virtual De p Type MIP Extension 152 Physical Ac x a 153 VirtualfGl Ac e A ESETE IV Enable IP Extension Connect Voice Stream to Server 155 Remote 3T k x Dynamic IP Address Static IP Address 157 Physicall Gil Virtual Extension 158 Physical El Logon IP Address 0 0 0
120. fF A Holiday Profite System 7 anguage Setting Business Hours System z fuk English 7 Figure 5 Configuring the language setting in DNIS ok Cancel tory He See DNIS Routing on page 169 for rules and restrictions on routing using DNIS Which Language Will Be Used MAXCS follows these rules to determine which language to use 1 The extension user hears the prompts in the language configured or selected via the 12 feature code If the external caller selects a language in the auto attendant MAXCS uses the selected language If a language selection is invalid or times out 7 seconds three times in a row the default language is selected If an extension is set for ONA one number access the caller will hear the prompt in the language selected previously but when the callee picks up the ONA notification call the callee will hear the prompt in the language according to the extension s language setting When the user logs in to the voice mail of an extension the extension s language is used If DNIS is configured for language setting the external caller hears the prompts in the language specified by the number he dialed In any other case the system default language is used 102 MAXCS ACM 6 0 Administration Manual CHAPTER Call Recording Configuration To use the centralized call recording function make sure the following requirements are met e You need a record
121. files to memory Started Automatic r Ahapa Bp Protected Storage Provides protected st Started Automatic Provides network sign Manual Description Creates a network connection ection Manager Creates an Manual ETOS Manages ano C PSIA Cal c Provides the endpoint Starte Automatic Networ BW Remote Procedure Call RPC Locator Manages the RPC na Manual Networ BW Remote Registry Enables remote users Started Automatic Local 5 M Removable Storage Manual L s BS Routing and Remote Access Offers routing service Disabled 4 BS sovRoam Symantec AntiVirus R Started Automatic L M Secondary Logon Enables starting proc Automatic Bp Security Accounts Manager Stores security inform Started Automatic RB Security Center Monitors system secu Automatic By Server Supports file print a Automatic B Shel Hardware Detection Provides ations Automatic Be Smart Cord Manages access to s Manual gt SSDP Discovery Service Enables discovery of Started Manual M Symantec Antivirus Provides real time vir Started Automatic S Symantec AntiVirus Definition Watcher Monitors and maintain Started Automatic BW Symantec Event Manager Event propagation an Started Automatic Symantec Network Dr Manual 7 User account manage Manual Settings Manager Settings storage and Started Automatic B CSVE Symantec SPDC Manual Tracks system events Started Automatic Performs system rest Automatic z r vat con Started Atomatic os t En
122. fm pom To po DN o oD cD o0 00 0D OD OD CD 00 CO 0D OD CO 0D CO 0D OD CD 0D 00 00 00 Apply Te Cancel Apply Help Figure 15 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 You can use Apply to to apply the settings to multiple trunks 166 MAXCS ACM 6 0 Administration Manual CHAPTER 13 In Call Routing Configuration In Call Routing rules determine how the system routes incoming trunk calls to various targets The system s routing steps are as follows Step Routing Process 1 Match DID number configured in extension workgroup or hunt group If there is no match go to the next step 2 Match caller ID defined in the Caller ID Routing table If there is a match and e today is a holiday route the call according to the Holiday Profile s routing rules e today is not a holiday route the call according to business hour routing rules defined in the Caller ID Routing configuration If there is no caller ID match go to the next step 3 Match DNIS number defined in the DNIS Routing table If there is a
123. is then relocated to this IP phone If system B does not have a prior record of this extension it will create a new extension with known information and the following settings e Enable IP Extension and Dynamic IP Address settings will be selected automatically in MaxAdmin Extension Configuration window e The newly created extension will use the default voice mail mail forwarding notification call handling restriction and monitor list settings MaxAdmin Extension Configuration window Note The administrator needs to make the proper changes for this user when the global extension is relocated by the user e When this Global extension user returns to his home office all settings are stored in the REL database The administrator does not need to change these settings when the user presses 27 to relocate the extension the next time Relocating More Than One Global Extension When more than one global extension is being relocated at the same time and voice mail is also being relocated the voice mail of the extension that was relocated first will be copied over completely to the relocation site before copying begins for the voice mail of the second extension and so on The extension itself is relocated immediately Configuring Departments in a Multi site Vol P Domain In a VoIP domain departments can be defined and added to extensions An extension in one AltiServ system can be assigned to only one department However
124. mail forwarding you also specify what you want done with the original messages after they have been forwarded In the drop down list you can choose to Delete Messages after Forward Keep the Messages as New Keep Messages as Saved Setting Message Playback Options You can use the following check boxes to turn on or off options for listening to playback of recorded messages These options apply to both new messages and saved messages and they can be applied to multiple extensions using Apply to Parameter Description Announce Message Sender Before Playback Selected the user hears the type of the message sender internal or outside before listening to recorded messages Announce Time Stamp Before Playback Confirm Callback Number Selected the user hears the timestamp time and date of each message before playback Selected the system reads back the caller s number and asks the caller to confirm Enable Distinctive Call Waiting Tone Selected the extension user will hear a beep tone when there is a call waiting in the extension s queue Play the Newest Voice Message First Selected new voicemail will be retrieved first When not selected the system will play voicemail based on first in first out FIFO MAXCS ACM 6 0 Administration Manual 199 Chapter 15 Extension Configuration Press 0 Option This option allows a caller to press O while lis
125. make an H 323 IP call to this MAXCS by calling the MAXCS s public IP address which is 169 254 101 2 VPN Network Configuration Example Connecting to MAXCS with VPN lt mo Ez E Ez Ez 192 168 1 100 192 168 1 101 i P Phere 1 P Phare 2 f 192 168 1 2 Athare Internet H WPN Turna LAN NBS E E E E teal w E i 63224 3234 169 25456 163 eae 192 168 2 1 192 168 1 1 A Rater 2 Router 1 Firewall VPN Firewall VPN H Corporate LAN OR OURO CII COTO ICI TOTP E E 192 168 2 101 192 168 2 102 IP Phone 4 IP Phore 5 Figure 2 MAXCS with VPN In a multi site configuration VPN can be used to provide a secured tunnel between the remote sites and the corporate site Figure 2 shows a network layout in which there are two private networks the corporate LAN and branch office LAN The VPN tunnel connects the two private networks such that the two networks access each other with a private IP address In the corporate network MAXCS is installed on a host with private IP address 192 168 1 2 Both Router 1 and Router 2 are VPN capable and compatible with each other It is recommended that the routers come from same vendor A VPN tunnel exists between these two routers The local IP phones IP Phone 1 and IP Phone 2 directly connect to the corporate network with private IP address 192 168 1 100 and 192 168 1 101 And
126. match and e today is a holiday route the call according to the Holiday Profile s routing rules e today is not a holiday route the call according to business hour routing rules defined in the DNIS Routing configuration If there is no DNIS number match go to the next step 4 If today is a holiday route the call according to the Holiday Profile configured for the trunk port that the call is coming in on If today is not a holiday route the call according to the business hours routing rules defined in the In Call Routing tab of the Trunk Configuration window The In Call Routing Configuration window lets you enter Caller ID and DNIS numbers into a routing table and set routing rules for a matched number To configure In Call Routing select PBX gt In Call Routing Configuration MAXCS ACM 6 0 Administration Manual 167 Chapter 13 In Call Routing Configuration Caller I D 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 I D Routing tab in the In Call Routing Configuration window In Call Routing Configuartion xi DNIS Routing Caller ID Routing r Name 6263741 chris test chris test r
127. necessary Enter the IP address of the TFTP server in the Server field To reset the phone and download the latest firmware image check the Reset IP Phone and Boot Download check boxes If you only check the Boot Download box the firmware will be downloaded when the IP phone reboots power cycles next time Note Make sure the TFTP server is running and the new firmware image is loaded to the correct directory before you reset and download firmware NAT Setting This setting is for a remote IP phone with a private address and behind NAT When connecting to the AltiGen system the system will use this information to execute the NAT traversal for the IP phone The NAT status and address are read only fields e NAT Status Indicates if the IP phone is behind a NAT router Read only NAT Address This is the NAT router s public IP address as set in the Extension Configuration window Read only Registry Keep Alive Duration ndicates how often a SIP registration message is sent to the server when the IP phone is behind a NAT router You need to enter a Diagnostic password when logging in to MaxAdmin before you enter your Admin password to enable this configuration Default setting is 60 seconds MAXCS ACM 6 0 Administration Manual 225 Chapter 17 AltiGen IP Phone Configuration After setting parameters on the General tab go to the tab that corresponds to the phone type and configure the programma
128. non agent to agent by selecting the agent and clicking the Convert Agent button or by checking the Agent check box in the Extension Configuration window before converting To convert select the hunt group indicated in the Type field and click the Convert Group button or double click the hunt group MAXCS ACM 6 0 Administration Manual 397 Chapter 29 Tools and Applications 398 MAXCS ACM 6 0 Administration Manual APPENDIX 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 Inthe Board Configuration window click the Board Configuration button c Inthe next Board Configuration window select E1 as the configure type and click OK board Configuration TrkonEl 4 GW00 gt Board Info Board S N 137A42TE1S0122 DSP Clock 200 Physicalld 4 Logical Id 2 Board Type Configure Type l E1 X E1 Add Remove Mobile trunks Cancel Important When changing from E1 to T1 then back to E1 trunk channel properties and channel group properties will be reset to default values It is important to make sure the trunk channel properties are configured
129. not know the extension number to spell the 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 Name Directory Service allows callers to hear a list of employees and their extension numbers Records a voice mail message to a specific mail box Allows employees to call into the system and access voice from an external location Collects caller input data for example account code ID and so on Data Directed Routing Allows the routing of calls directed by the caller s input digit or text Sets call priority and skill level requirement for workgroup call processing Other advanced features include System Call Back and routing calls to SDK based add on applications Planning Is Essential Follow the steps below before you set up an AA 1 Before you configure tasks for one or more AAs you should plan the entire setup Decide how many options you will provide at each menu and how many menu levels you will use Based on the action choices in each menu write down the appropriate prompts or phrases that are to be played at each menu level Record phrases for each menu level or use the pre recorded phrases that are available to you See Phrase Management on page 92 for more details on how to MAXCS ACM 6 0 Administration Manual 85 Chapter 7 Auto Attendant Configuration record custom phrases use pre recorded phrase
130. on the port used for the extensions To do so select the extension number in the list of extensions then click the Line Properties button to open a dialog box that is specific to the board used for the extension 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 You can also access this window by double clicking a span in Channel Mapping List of the Triton Analog Station Board configuration window MAXCS ACM 6 0 Administration Manual 191 Chapter 15 Extension Configuration Analog Line Triton12E 1 GWO0 Span 0 Channel 0 i xj Caller ID Signal Format MDMF x Ei els CID between 1st and 2nd ri Message Waiting Signal Type FSK SDMF x Sere eta Flash Duration ms 85 750 x C DT AS CID prior to ringing Aa 3 Pinong Fesueoes Ha 2 Dual Tone Alerting Signal as CAS Line Disconnect Signal RP AS CID prior to ringin IV Enable Loop Current Break EREN ngng z Ring Pulse Alerting Signal as CAS Loop Current Break Duration ms 1000 gain ee Transmit to phone dB Gain r Receive from phone dB Gain 3 2 1 0 1 2 3 3 2 1 0 1 2 3 i 1 Cancel Figure 2 Triton Analog Station Line Properties dialog box Configure the following hardware extension specific features Parameter Description Caller I D Signal Message format with
131. phrase files and two text files one text file that lists syntax rules for numbers and one that lists syntax rules for sentence structure since these vary from language to language The phrase files will have the exact same name number as in the default language directory and will be part of the same AA but they will be stored in a different directory Note AltiGen authorized distributors in each country will perform localization procedures to create language packages including syntax rules for numbers and sentence structure for their local market For international customers please contact the authorized AltiGen distributor in your country to obtain localized language phrases Storing Language Phrase Packages Additional language phrases system and custom and syntax styles need to be copied to the correct directory before system startup so that the system can recognize them If they are added after system startup MAXCS needs to be shut down and restarted before the directories are recognized Figure 1 illustrates the directory storage structure for language phrases Se Local Disk C E Postoffice E phrases Langi E Lang_EN_UK_London Lang_ES_Mx C Lang_2H_CN_Shanghai mm LangCustorm LangCustom_EN_UK_London LangCustom_ES_Mx E LangCustom_ZH_CN_Shanghai Music Figure 1 Storage structure for multilingual phrases The directories Langl and LangCustom contain the phrases of the system defau
132. priority e Agent s skill level e Caller s SKLR e Caller s wait time in queue Configuration Guidelines e Assuming an agent is assigned with different skill levels for different workgroups and call priority is the same for all calls you can increase the skill weight to 9 and reduce the priority weight to 1 to better match an agent s skill e Assuming each call is assigned with a priority based on certain customer attributes and an agent s skill is the same for all workgroups you can increase the priority weight to 9 and lower the skill weight to 1 to have a call with higher priority answered first e Assuming all calls priority is the same and agent s skill level is the same for all workgroups you can use this scoring system to prioritize workgroups For example assign priority weight 9 to the most important group 5 to the second most important group and 1 to the least important group Calls in the group with higher priority weight will be dispatched first e When there are callers with the same score in different workgroups the queue time will be used as a tie breaker If you have variable priority settings for callers and agents belong to multiple workgroups with different skill levels it is recommend that you set all calls SKLR to 1 and set call coverage rule to Equal or Lower than SKLR of Incoming Call This will eliminate the complexity of matching caller s SKLR to agent s skill level MAXCS ACM 6 0 Administration M
133. 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 The caller can match first OR last name when dialing by name Data Directed Routing allows the routing of calls directed by the caller s input digit or text Third party applications can be used to route incoming calls based on caller information Digit Collection caller can be prompted to enter numbers which are then collected and used for routing the call Direct Station Transfer allows the AA to handle all incoming calls instead of being answered by an operator Callers can dial an extension number to reach a specific station or use the name directory to find an extension number Mailbox Access allows employee to log into voice mail box from AA when calling in from outside Multiple AA Support allows up to 255 auto attendants Name Directory Service allows callers to hear a list of employees and their extension numbers Programmable Time Out Handling allows the administrator to select the action the system should take if there is no digit dialed by the caller within a specified number of seconds Set Call Priority allows the adm
134. queue time exceeds defined limit e Specified percentage of calls in queue with queue time longer than defined service level threshold Workgroup activity data logging in addition to CDR data the following data are logged to a database during workgroup operation e Agent activity Login Logout Not Ready Wrapup DND FWD Error e Agent s call summary per workgroup e Agent s call statistics for all workgroups e Workgroup operation summary Workgroup Activity Monitoring allows real time monitoring of workgroup information group status call queue status details of group queue entries and agent status Activity summary is available through a group view window in MaxAdministrator AltiAgent and AltiSupervisor Workgroup Call Distribution calls can be distributed to the first available group member or among group members according to the following options e Ring First Available Member e Ring Next Available Member e Ring All Available Members e Ring Longest Idle Member e Ring Average Longest Idle Member e Ring Fewest Answered Calls e Ring Shortest Average Talk Time e Skill Based Routing MAXCS ACM 6 0 Administration Manual 11 Chapter 1 Overview Wrapup Time allows a group member some time in between calls to wrap up on notes prepare for the next call or log out of the group This wrapup time is configurable on a per agent basis Auto Attendant AA Features The AA features provide quick and courteous
135. receive WG call 7 51 line park pickup 91 NOT READY to receive WG call 81 hands free mode J 82 dial tone disabled mode Session Types r Call Management I AltiGen SDK T 26 station logout JT 27 station login J 32 enter account code 33 do not disturb I 36 call forwarding I 37 remote call forwarding Add Delete Figure 17 System Configuration Feature Profiles tab The Feature Profiles configuration tab allows the system administrator to create an extension feature profile that includes enabling or disabling of the following extension features AltiGen Voice Mail lt pwd gt Login to VM 14 Personal Options Making Calls 34 Dial by Name 35 Station Privilege Override 93 Intercom Answering Calls 29 Individual Call Pickup 30 System Call Pickup 31 Personal Call Park 41 System Call Park 51 Line Park Pickup 81 Hands Free Mode 82 Dial Tone Disabled Call Management 26 Station Logout 27 Station Login 32 Enter Account Code 33 Do Not Disturb 36 Call Forwarding MAXCS ACM 6 0 Administration Manual 67 Chapter 4 System Configuration 37 Remote Call Forwarding Other Features 12 Language Setting 38 Outside Call Blocking 39 Operator Offline 44 Overhead Paging 45 Overhead Paging by Trunk 46 Group Paging 53 Outgoing Workgroup 54 Login Workgroup 56 Logout Workgroup 59 Workgrou
136. remote gateway is detached the trace for this gateway will not be collected even if that Stand alone Gateway Trace is selected If an attached gateway has the status of Out of Service the trace for this gateway will be collected If you run Trace Collector on a gateway MAXCS ACC ACM installed machine e It can only collect the trace of this machine e Ifthe stand alone gateway is not running the trace for Triton DSP Trace Dump will not be collected MAXCS ACM 6 0 Administration Manual 393 Chapter 29 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 gt Utilities gt Voice File Converter Note The source wav file must be in 8k 8bit mono mu law format il oxConvertor BME E r Source File s From o kod Name Type Size Modified T You can sort by clicking a column head ATGN Format gt WAV WAV gt ATGN Phrase WAY gt ATGN Greeting WAV gt ATGN Music Note The source WAY file must be in 8k 8bit mono uLaw format gt Select All Unselect All Destination Convert To CA p m Format Convert To use the Voice File Converter 1 Beside the From field click the Browse button to select the folder that contains the files you want to convert 2 Beside the Convert To field cl
137. set to Caller Name DNIS Name User Data or AA Data the phone may display Unknown on the number line Alti 1P 600 and IP 705 Phone Display Notes For the Alti IP 600 and IP 705 the Name Line displays caller information under the following conditions If Name Line is set to Caller Name it will display caller name If there is no name information the number will be displayed If Name Line is set to Caller Number it will display the caller number If there is no number information Unknown will be displayed If Name Line is set to DNIS Name it will display DNIS name If there is no name information the DNIS number will be displayed If Name Line is set to DNI S Number it will display the DNIS number If there is no number information Unknown will be displayed Configuring Group Options for an Extension In the Extension Configuration window Group tab you can see the groups to which an extension is assigned and you can change those assignments Hunt groups are created in the Huntgroup Configuration window see Establishing Hunt Group Membership on page 242 Workgroups are created in the Workgroup Configuration window see Establishing Workgroup Membership on page 269 Group members are assigned in those configuration windows as well Once a group is established use the Extension Configuration window Group tab to configure hunt group and workgroup options for an individual agent ext
138. system has reached the 1 280 logged in agents limit Workgroup Functionalities The AltiGen system has the following workgroup functionalities System Features Call queuing and call distribution Define service level threshold and service level calculation methods Group busy RNA logout handling Queue position and expected queue time announcement Queue phrase management Queue overflow Quit queue options Workgroup voice mail with forwarding and notification functions Agent login logout management with reason code MAXCS ACM 6 0 Administration Manual 261 Chapter 22 Workgroup Configuration Agent ready not ready and wrap up management Record inbound and outbound workgroup calls Allow supervisor to redirect call Allow supervisor to change call priority in queue MAXCS ACM Define workgroup operation hours and routing MAXCS ACM Auto logout all agents after operation hours MAXCS ACM Priority queuing and call distribution MAXCS ACM Skill based routing MAXCS ACM Caller selectable information menu while in queue MAXCS ACM Agent s Phone Operation Set Login 54 and Logout 56 Set Ready 90 and Not Ready 91 Set outbound WG number 53 Agent Desktop Application AltiAgent Real time workgroup queue and agent statistics display Ability to view and check workgroup voice mail Set Login and Logout Set Ready and Not Ready View and pick up calls in queue Calls in queue alert option Daily performa
139. the Help window and shows the MAXCS and MaxAdministrator version Quick Access Toolbar Toolbar buttons give you quick access to frequently used functions _ gt Ft 6 Ort amp System Trunk Extension Workgroup IP Phone Recording MeetMe About El Summary re gin E Figure 2 MaxAdmin quick access toolbar From left to right the toolbar buttons serve the following purposes 2 Login Opens the Password dialog box to log in to the system System Opens the System Configuration window or the System menu Shortcut for System gt System Configuration an Logout Logs out of the system Trunk Opens the Trunk Configuration window Shortcut for PBX gt Trunk Configuration Extension Opens the Extension Configuration window 4 Shortcut for PBX gt Extension Configuration Extension Workgroup Opens the Workgroup Configuration window Shortcut for CallCenter gt Workgroup Configuration Workgroup IP Phone Opens the IP Phone Configuration window Shortcut for PBX gt AltiGen IP Phone Configuration lt AMA Opens the AA Configuration window gt Shortcut for System gt AA Configuration MAXCS ACM 6 0 Administration Manual 31 Chapter 3 Getting Around MaxAdministrator Recording Opens the Recording Configuration window Shortcut for System gt Recording Configuration MeetMe Opens the MeetMe Conference window Shortcut for PBX gt MeetMe Conference
140. the MAXCS site through a WAN connection is not supported The WAN network delay and latency may cause synchronization signal failure between MAXCS and the gateway Note An AltiGen Gateway license is required to set up a gateway Managing Gateways Whether you are using multiple gateways or one gateway you will perform gateway management functions in the Media Server Gateway Management window The Media Server Gateway Management window lists each gateway in your system its ID name and type media server or gateway status IP address password country and how many IP phones are assigned to the gateway as a home gateway Use this window to 70 MAXCS ACM 6 0 Administration Manual Chapter 5 Media Server and Gateway Management e Add and delete a gateway e Attach and detach a gateway e Change a gateway name IP address password country e Enable Media Server on the Softswitch e Set TDM Bus mode for a gateway e Set CT Bus clock for a gateway e Set whether the gateway is in service or out of service To open the Media Server Gateway Management window select System gt Media Server Gateway Management Media Server Gateway Management xi Active Name Type Status i SoftSwitch Server Gateway Name softs witch Server MediaGw Media Server Gateway2 Gateway Type Gateway Address 0 0 0 8 Password Country U S A amp Canada x Home IP Exts 3 J Enable Media Server on Softswitch
141. the Press any key to answer call check box must be unchecked Mobile Extension Limitations e Only PRI mobile trunks can deliver Caller ID information to the Mobile Extension e A Mobile Extension cannot support Centrex transfer e After adjusting the number of mobile extension ports in a mobile extension board MAXCS must be restarted for the changes to take effect e Cannot deliver caller name to the Mobile Extension e Does not support Message Waiting Indicator on Mobile Extension device Use Message Notification as a work around e Since the DTMF key is used for simulating the FLASH signal there is no way to send to the system e The RNA for Mobile Extension may not be accurate because the system ring count may not be in sync with the Mobile Extension device ring count e When placing calls to Mobile Extensions that are cell phones if the cell phone is out of signal range the caller may hear long periods of silence You can check the Press any key to answer call option to prevent this problem e Only analog trunks can be allocated as dedicated mobile trunks MAXCS ACM 6 0 Administration Manual 237 Chapter 18 Mobile Extension Configuration 238 MAXCS ACM 6 0 Administration Manual CHAPTER 19 Hunt Group Configuration The hunt group is a simple call distribution application for operator call coverage group integration with a fax server or a user with multiple extensions connecting to different devices
142. the local system Select the Type of extension from the two options Physical or Virtual Unless this is an analog extension and you know the Gateway D Boardl D Channel number creating a new extension as a virtual extension is recommended You can activate the extension from an analog or IP phone by using 27 password to log in The system will determine the Gateway ID Board ID channel number or IP address automatically Depending on the type of extension you re creating take one of the following actions e If you re setting a virtual number you re done Click OK e If you re setting up a physical extension select an available physical location gateway board and channel for the line then click OK The board ID and the channels the ports are displayed and available if they have not yet been assigned to an extension Use the Next and Prev buttons in the Location section to select a location After you create an extension you can set basic attributes on the Extension Configuration General tab These attributes are discussed below Setting Personal Information The top section of the General tab is for Personal Information m Personal Information First Name Front Last Name Desk Password Department Description DID Number Language Default Language x Transmitted CID Feature Profile 11 limited v E911 CID J Enable Dial By Name V Enable Intercom M Agent First Name and Last Nam
143. the number of times the meeting is to occur or select End by and click the Calendar button to specify a date by which the meetings will cease E mailing a Meeting Invitation In the MeetMe Conference window click the Email button to see an automatically generated meeting invitation It will look something like this altiGen MeetMe Conference Call Invitation xi AltiGen MeetMe Conference Call Invitation You are invited to attend a Voice Conference Meeting Scheduled at 05 24 2006 12 35 duration is 30 minutes Subject Human Resources Emergency Meeting ID 001 Meeting Passcode N A Please call xxx xxxx ext xxxx or just dial ext xxxx if you call from within the company Regards Send By Outlook oK In the Invitation window you can then click the sendy outlook button to open Microsoft Outlook The meeting invitation is pasted into a new message in Outlook and the Outlook Subject field is filled in with Conference Call Invitation Choose the people to whom you want to send the invitation make any edits you may want to make and click Send MAXCS ACM 6 0 Administration Manual 303 Chapter 23 Managing and Using MeetMe Conference Modifying the E mail Template You can edit the e mail template used by MeetMe Conference to be suitable for your situation The same template is used for all meeting invitations To modify it click the Update Email Template button Insert You have been invited
144. them in the C PostOffice phrases LangCustom directory on the gateway that is running AltiServ Your prompts are now ready to be used 94 MAXCS ACM 6 0 Administration Manual CHAPTER Multilingual Configuration MAXCS ACM supports multiple language prompts 8 languages total for trunk calls and extension users letting you configure your system to handle the following types of scenarios in a multilingual environment An auto attendant AA may serve callers who speak different languages MAXCS can be configured to let the caller select a preferred language in which to hear prompts Once a language is selected the whole call session will use the selected language An internal user may use a feature code to execute a certain action including logging into voice mail Normally the user hears system prompts first If the user is not fluent in the default system language another language can be assigned to his extension Whenever that extension user encounters prompts the system will use the assigned language to play the prompts DNIS may also be used to select a language for the caller If your company has multiple phone numbers you can configure MAXCS to direct a caller to a language based on the phone number the caller has dialed For example if you give out different 800 numbers to different countries and a call comes in from the 800 number you give out to customers in Mexico you can configure MAXCS to direct that 800 number to t
145. then the dial tone when the mobile extension user calls into the system through a configured DNIS Access Number In the Boards view of MaxAdmin double click the MobileExt board A Board Configuration dialog box opens In the Board Configuration dialog box double click the channel group on the right hand side The following dialog box opens MAXCS ACM 6 0 Administration Manual 235 Chapter 18 Mobile Extension Configuration Mobile Extension Board Configuration MobileExt O GW00 gt Mobile Extension m Mobile Extension Ports m Max Number of Extensions 40 10 256 Target Caller ID Trunk Alloc Phrase 1 Phrase 2 0 None 5807968 51058 Shared None None This Change Requires Restart of Altiware 1 None 140862 40862 Shared None None 2 None 140886 40886 Shared None None r Key Simulation 3 None roland 5807928 51058 Shared None None to Si 4 None 140898 40898 Shared None None Iv Use to Simulate FLASH 5 None 172750 72750 Shared None None IM Use to Disconnect and then Get Dial 6 None 172774 72774 Shared None None Tone lt 1 5 seconds betwen two keys 7 104 Jimmin 151050 51050 Shared 9037 9037 8 None 184566 845 6 Shared None None Transmit Caller ID to MobileE xt through PRI 9 172 Tech 140867 40867 Shared None None E i 10 234 Marty 197254 97254 Shared None None pera mound caler
146. this number will also be the Server ID which is used and displayed in Enterprise Manager In a multi site VolP domain each System ID Server ID must be unique and must be the same length Once a server is part of a VoIP domain you cannot change the System ID Country Select a country for the system This configuration ties to a tone table matched to the country s telecom interface specification 42 MAXCS ACM 6 0 Administration Manual Chapter 4 System Configuration Parameter Description Manager Extension Select the system manager s extension number The system manager has access to the following system administrator functions e Record custom phrases e Turn on trunk blocking 38 e Manage voice mail s System Distribution List from phone e Run CDR search as administrator login account Distinctive Ring Enables users to distinguish between internal external and operator calls by the way the phone rings Enable Distinctive Ring establishes a short double ring cadence for internal calls and a normal single ring for external calls Unselected both rings are normal e Enable Operator Priority Ringing produces a long single ring between short pauses on calls to the operator e Enable Workgroup Priority Ringing produces a short single ring between short pauses on calls to the workgroup System Home Area Code Area code for the system location Note This field can
147. this impedance setting The results of this measurement are displayed in the Diagnosis section of the main dialog box The Hybrid Echo Return Loss field shows the measurement before adaptation of the selected Impedance profile and the Echo Return Loss field shows the measurement after adaptation of the selected Impedance profile MAXCS ACM 6 0 Administration Manual 159 Chapter 12 2 3 Trunk Configuration Note If the Hybrid Echo Return Loss reading of a trunk is worse than 6 dB for example 5 db the trunk may be subject to VolP 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 Make calls from the trunks to test voice quality Repeat steps 1 and 2 for all other trunk channels If the Hybrid Echo Return Loss and Noise Level are not within the acceptable range take the following steps to troubleshoot 1 Change the trunk to a different port on the Triton board then diagnose again this is to rule out a hardware problem Check to see if any wire taps to the trunk wire bridge tap If so remove them then test again Request the CO to check the trunk conditions including Line Loss and longitudinal balance The Match Result Button Clicking the Match Result button shows you the result you got the last time yo
148. time 3 T1 is turned on but channel is not in service MAXCS provides basic troubleshooting information in the T1 Span Configuration window described in T1 and E1 Configuration on page 121 132 MAXCS ACM 6 0 Administration Manual Chapter 11 Board Configuration Configuring Virtual Boards SI PSP and H323SP A VoIP connection typically consists of two parts Signal Channel responsible for setting up and tearing down a call using protocol For example SIP protocol is used in MAXCS to build a signal channel between the server and the IP phone e Media Path responsible for encoding transmitting and decoding voice for both parties For example when an IP phone user makes a call to an outside number the voice will be encoded at the IP phone transmitted to the system via the IP network decoded by the VoIP codec and passed to a trunk port so that the external party will hear the voice The purpose of virtual boards SIPSP and H323SP is to build signal channels for different connection types IP extensions SIP Tie Trunks SIP Trunking from ITSP and H323 Tie Trunks Each channel will have its channel ID similar to channels on a Triton extension or trunk board When an IP phone registers to the system a channel ID will be assigned to the IP extension However these channels are only responsible for processing protocol and call control signals They require a media path from a VoIP board or from the IP phone to establish a voi
149. to a phone number It means the system will play the announcement immediately after answer supervision is received When notification is configured to a pager the system will transmit DTMF digits as the return phone number the System Main Number as set in the System Configuration General tab after call connection However there are situations when the system may not be able to receive an answer supervision signal from the pager system If the system sends digits before the call is connected some digits will be cut off The following two options can be configured based on answer supervision capability Seconds after Dialing f the pager carrier cannot provide an answer supervision signal check this option and set a delay time Default 5 seconds maximum 30 seconds e 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 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 Hou
150. to attend a Voice Conference k Meeting Schedule Subject Meeting Subject Meeting ID Meeting ID Meeting Passcode Meeting Passcode Please call xxxxxxx ext xxx or just dial ext xxx if you call from within the company Regards Ad _ OK Cancel The following variables are included in the template e Schedule e Meeting ID e Meeting subject e Meeting passcode When you are editing the template you can choose these variables from the Insert menu to have the specified information automatically inserted where you place it Users who schedule a meeting can make further edits to the invitation when MeetMe Conference pastes it into Outlook Starting and Stopping a Meeting The meeting host and the MaxAdmin altiadmin can start and stop a meeting To start a meeting select the meeting in the MeetMe Conference window and choose Start Once the meeting is started the host can log into it described in the following section To stop a meeting before its scheduled duration is over select the meeting and choose Stop Manually stopping a meeting frees up resources Otherwise the resources will not be freed until the scheduled meeting duration is over Continuing a Meeting Beyond Its Duration Time When the scheduled meeting time is up the meeting may continue if no other scheduled meeting needs the resources If another meeting is scheduled and the resources are needed for that meeting the c
151. to create a shortcut to a Web site an FTP site or other network location To continue click Next lt Back Cancel Figure 4 Add Network Place Wizard 3 Click Next You ll see the screen below Add Network Place Wizard Where do you want to create this network place N Select a service provider If you do not have a membership with the provider you select the wizard will help you create an account To just create a shortcut click Choose another network location Service providers ietwork location or FTP site lt Back Next gt Cancel Figure 5 Add Network Place Wizard 106 MAXCS ACM 6 0 Administration Manual Chapter 9 Call Recording Configuration 4 Click Choose another network location and click Next The following screen is displayed What is the address of this network place Figure 6 Add Network Place Wizard Internet Network Address 5 Type the address of the Web site FTP site or network location in the field for example ServerName sharefolder or use the Browse button to locate the destination path Click View some examples for correct formatting Then click Next The following screen is displayed Add Network Place Wizard What do you want to name this place d zi Figure 7 Add Network Place Wizard Shortcut Name 6 Type in a name for the network place and click Next A confirmation screen appears MAXCS ACM 6 0 Administration
152. to have the same group of trunks belong to different routes Each route may have a different digit manipulation rule e If you are using dialing pattern to restrict outgoing calls you need to be aware of the following system implementations The system first checks to see if the number is blocked for this extension a setting in the Extension Configuration window Restriction tab The system then checks the System Configuration Call Restriction tab settings to see if this number is blocked by the system The system then checks the Dialing Pattern configuration and if a specific number or pattern is not blocked the system will dial the number through a proper route In other words if extension and system call restrictions are not blocking a number or pattern you can use Out Call Routing to build restriction rules to block numbers or patterns MAXCS ACM 6 0 Administration Manual 179 Chapter 14 Out Call Routing Configuration Configuration Example Solving 10 digit Dialing Situation Company ABC located in Dallas area code 214 has one PRI circuit from the local carrier Both 214 and 972 area codes are local 10 digit dialing area codes The carrier will reject the call if the system dials 1214 or 1972 when dialing a local call Configuration Steps 1 Create a route to include all the T1 channels Out Call Routing Configuration Ea Route Definition Dialing Pattern Default Routes Digt Manipulation R
153. to this server MAXCS ACM 6 0 Administration Manual 335 Chapter 25 Enterprise VolP Network Management Parameter Definition Member Key Enter this server s member key Configured in this server s Enterprise Location Manager VoIP gt MultiSite Domain Configuration After you add a member server to the 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 Domain master communicates to the member successfully Global Server Location ID Name Master Status 0 altitele YES Active as 02 ACM PL af gt In the event that you need to shut down the 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 Rejoining a Server to the Vol P Domain If a Slave server crashes or for some other reason disconnects and never returns by itself into the domain you will have to manually rejoin it to the VolP domain 1 Rebuild the slave if necessary 2 Inthe VolP gt Multi Site Domain Configuration window make sure the slave s Server Role is Stand alone and that the domain name is correct 3 The System ID of this slave should be the same as it was before it became disconnected from the domain This ID is set in MaxAdmin in System Configurat
154. use by Microsoft Exchange Uniied Messaging UM IP gateways represent the connection between a physical gateway or IP PBX and Uniied Messaging Name anzer Gateway G IPAddess 10 10 1 128 Example 192 16810 10 C Fuly qualified doman name FODN a Example emarthost company com Dial plar seen i Wo hal plan is selected a dalauk hurt group wil be created to atsociste this new UM IP gateway to the specified dal plan If no chal plan is selected a hunt group must be crested manualy Bock new Conca a Enter a name for the AltiServ server b Enter the IP address or fully qualified domain name of the AltiServ server c Select a dial plan that describes your system s dial plan In Recipient Configuration gt Mailbox right click the user and select Enable Unified Messaging Click Browse and select the dialing plan to be used then click OK to have the selected dialing plan entered in the Unified Messaging Mailbox Policy field A 4 Enable Unified Messaging O E Introduction Extension Configuration Enable Unified Messaging Completion Introduction The selected mailbox will be enabled for Unified Messaging Upon completion an e mail message will be sent to the mailbox notifying the user that they have been enabled for Unified Messaging The message will include the PIN and the number to dial to gain access to their mailbox By default an extension number and PIN are automatically generated You ca
155. which to send Caller ID Format information e None e SDMF Single Data Message Format for supporting and sending a single data type such as phone numbers e MDMF Multiple Data Message Format for supporting and sending multiple data types such as name and number information Default for US Canada installation DTMF Dual Tone Multi Frequency composed of high and low frequencies for touch tone dialing Message Waiting Type of Message Waiting indicator for the phone set Signal Type e None e FSK SDMF Frequency Shift Keying Single Data Message Format indicator e FSK MDMF Frequency Shift Keying Multiple Data Message Format indicator Default for US Canada installation Flash Duration Specifies the Flash Duration time in milliseconds e 85 750 default e 50 600 e 100 700 e 150 800 e 200 900 e 300 1000 192 MAXCS ACM 6 0 Administration Manual Chapter 15 Extension Configuration Parameter Description Ringing Frequency Hz Select the frequency in Hz that is necessary for the equipment attached to this line 28 default or 20 Line Disconnect Signal The loop current break desired for answering supervision Range 600 1000 ms 1000 ms is default Caller ID Specifies how Caller ID will be detected Transmission CID between 1st and 2nd ring Caller ID is Methods received between first and second ring Most common in US Canada e DT AS CID prio
156. 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 2 T1 Channel Assignment Trunk Type In Out or 2 Way recommended Channels Assigned 24 Enter partial channels if you wish to subscribe to both voice and data service Hunting Most Idle Least Idle Ascend Descend DNIS Digits Signal 3 DTMF can be 3 to 10 digits Caller ID Signal DTMF if available Not every service provider provides Caller ID over T1 lines CSU DSU Requirements The CSU channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX A CSU can terminate signals repeat signals and respond to loopback commands sent from the central office 416 MAXCS ACM 6 0 Administration Manual Service Parameters Request I nformation 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 I nformation e PBX Manufacturer AltiGen Communications Inc e CSU DSU ADTRAN T1 ACE recommended or other CSU DSU Technical Information for PRI with Voice Switch Type e 5ESS recommended e DMS recommended e NI 2 recommended e 4ESS Framing e Super Frame SF D4 e Extended Super Frame ESF re
157. work with all SIP Dial Tone service providers AltiGen dealers are notified of AltiGen tested and certified SIP Trunk service providers Configuration guidelines for each AltiGen certified SIP Trunk service provider can be found in the AltiGen authorized dealer Knowledge Base available from the AltiGen Dealer Web Site SIP Dial Tone service providers need to support the following e G 711 G 723 1 G 729 codec e RFC 2833 for DTMF tone delivery e SIP MD5 authentication with SIP registration If AltiServ is behind NAT verify that your SIP SP can support this configuration When subscribing to SIP Dial Tone service typically your service provider will provide you with the information required in the configuration dialog box shown in Figure 5 on page 152 Enter these service parameters to each SIP trunk channel configuration individually Note This is signal only trunks Make sure you have enough IP resource boards to cover your needs Important You need to add the SIP Trunk service provider s IP address to the IP Device Range in Enterprise Manager and select the proper codec profile for this service See Assigning Codec Profiles to IP Addresses on page 322 Failure to do this step may cause no voice path even if the SIP Trunk channel shows the call is connected Configuring a SIP Trunk To open a trunk configuration dialog box for a SIP trunk do one of the following e In the Trunk Configuration window select a SIP tru
158. x Language 4A Feature Code 12 ID Name Multilingual Enabled IV Enable hukilingual Support 1 TRUE 2 TRUE Li Settini 3 FALSE piped 9 4 FALSE IV Language Selection Prompt 5 FALSE 6 FALSE C PostOffice phrases LangCustomiphrase0001 l 7 FALSE 5 1 Default Language 2 Mexico Spanish hd 10 FALSE 11 FALSE UK English 12 FALSE 3 se 13 FALSE 14 FALSE 5 None bd 15 FALSE FALSE om ces ee _ 2 From the list at the left select the AA you want to configure with multilingual support 3 Check the Enable Multilingual Support check box The Multilingual Enabled column changes to TRUE 4 Inthe Language Setting group of fields check the Language Selection Prompt check box 5 Choose the prompt that lets the caller select a language 6 Beside each appropriate number select a language from the drop down list that corresponds to the phone key the user would press to hear that language For example For English press 1 for Spanish press 2 7 Click Apply if you have more work to do in the configuration screen or click OK to accept the changes and close the screen Note This configuration is on top of the regular AA configuration The system will execute the regular AA action items after a language preference is selected by the caller 98 MAXCS ACM 6 0 Administration Manual Configuring the Extension Chapter 8 Multilingual Configuration Extension users have a defau
159. 0 4 IP Extension 159 Physicall Jo ui Home Media Server ID p 160 Virtual Gl Ro Sin 161 Virtuall amp Phi 2 J Enable 3rd Party Sip Device 163 Virtual AT Logical Board ID 4 I Enable Faack to Mae Enero 165 Virtualld Alti P Virtual Alti Logical ChannellD 5 Mobile Extension Channel 13 000 x Remote X P Prev Neef Phone Display Number Line Caller Number bd ads de _UnePopates NameLine 0P Phone Csiro Apply To Cancel Apply Help Figure 15 Extension Configuration General tab Go to the Exchange Server s Global Address List and for the Exchange mailbox that corresponds to this extension type the First Name and Last Name exactly as they appear in the Extension Configuration dialog box In Extension Configuration Mail Management tab make sure that the E mail Name field contains alphanumeric characters only and does not contain other characters such as spaces or periods On the Mail Management tab select the Enable Exchange Message Synchronization option then click OK Extension Configuration 100 Physical Agent Agent Supervisor Extension Restriction Answering One Number Access Monitor List General Group Speed Dialing Mail Management Notification T Information Only Mailbox J Disable Mailbox IV Enable Exchange Message Synchronization SMTP POP3 Setting E mailName frontdesk J Retrieve Voice Mail By E mail
160. 0 which can access the VPN Corporate Network tunnel at the corporate network Remote Secure Group Subnet IP Subnet Mask specifies the remote 192 168 2 0 255 255 255 0 network which can access Branch Office the VPN tunnel at the branch T Network office network Remote Security 63 224 32 34 Gateway Router 2 s public IP specifies the public IP Address address of the remote L gateway which can access the VPN tunnel at the branch office l Linksys is for reference only AltiGen has not certified this product or any other router at this time 312 MAXCS ACM 6 0 Administration Manual Chapter 24 Network Configuration Guidelines for VoIP Router 2 s Setting Router 2 s public IP address should be a fixed IP address Local Secure Group Subnet IP Subnet Mask specifies the local private 192 168 2 0 255 255 255 0 network in the branch office ija Branch Office which can access the corporate Network network through VPN c d Remote Secure Group Subnet IP Subnet Mask specifies the corporate network _ 192 168 1 0 255 255 255 0 which can be accessed by stations in this local private network through the VPN tunnel Corporate Network Remote Security Gateway 169 254 56 159 specifies the public IP address of H Router 1 s public IP the corporate VPN enabled Address gateway MAXCS ACM 6 0 Administration Manual 3
161. 0 Administration Manual 249 Chapter 19 Hunt Group Configuration To a Group select a group from the drop down list To the Operator e 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 206 Also see Outcall to Cellular or PCS Phone Numbers on page 247 e If you choose Outside Number select a trunk or route access code to use in the small drop down list on the left and type in the full prefix and phone number e To an App Ext when used in conjunction with a third party notification application the App Ext feature enables an extension to connect to an application that can receive the notification event use the drop down list to choose the log on extension to which the third party application is connected Contact your local AltiGen dealer for more information on using this feature e To Line Park if configured select a Line Park group from the drop down list Handling Unanswered Calls The Enable No Answer Handling configuration provides options for handling calls when the system rings the first available agent and the call is not answered If all agents in the hunt group are rung and no one answers the call the system will use the Group RNA Logout Handling rule Enable No Answer Handling is not available if Intra Group Call Distribution is set to Ring All Available Members To
162. 02 Monitor1 06 c altibackup fritaltiserv db backup02 Monitor 07 c altibackup fritaltiserv db backup02 Monitor1 49 c altibackup fri altiserv db backup02 Monitorl 88 gt c altibackup fri altiserv db backup02 0CRT c altibackup frivaltiserv db backup02 0CRT c altibackup fritaltiserv db backup02 ona ext 00 c altibackup fritaltiserv db backupO2 ona ext1 01 c altibackup frisaltiserv db backup02 ona ext 03 c altibackup fri altiserv db backup02 ona ext1 07 c altibackup frisaltiserv db backup02 ona ext333 c altibackup frialtiserv db backup02 ona ext444 gt c altibackup fri altiserv db backup02 Reasor c altibackup fri altisery db backup02 siprdcontig gt c altibackup frisaltisery db backup02 0CRDefaultTlb on 6 16 3 30 altibackup fri altisery db backup02 0CRLst on 6 16 3 30 29 C altisery db backup02 0CRT Ib gt c altibackup fri altiserv db backupO2 0CRTIb on 6 16 3 30 29 on 6 16 3 30 29 on 6 16 3 30 29 on 6 16 3 30 29 on 6 16 29 on 6 1 on 6 16 3 30 29 on 6 16 3 30 29 on 6 16 3 30 29 tkLst0001 on 6 16 3 3 tkLst0003 on 6 16 3 3 on 6 16 3 30 29 on 6 16 3 30 29 on 6 16 3 30 29 on 6 16 3 30 29 on 6 16 3 30 29 on 6 16 3 30 29 inCodeTbl on 6 16 3 3 on 6 16 3 30 29 Figure 1 Note System Data Management window The System Data Management window can only be accessed at the primary MAXCS system it is not available from a remote MaxAdmin client
163. 06 Also see Outcall to Cellular or PCS Phone Numbers on page 204 If you choose Outside Number select a trunk or route access code to use in the small drop down list on the left and type in the full prefix and phone number To an App Ext when used in conjunction with an SDK based application To Line Park if configured select a Line Park group configured in Line Park Configuration on page 257 from the drop down list To Free Format This option is available only to virtual extensions Note Using an IP extension APC extension or Paging Group as a forward target is not supported Forwarding over IP and E1 trunks is not supported You can enter up to 40 digits and can use 0 9 and One represents one second of delay You can use this configuration to send out additional DTMF digits to an extension hunt group workgroup or outside number Here is an example Virtual extension 100 is set to forward all calls to 200 123 Extension 101 makes a call to extension 100 The call is forwarded to 200 If 200 is an extension 3 seconds after extension 200 picks up the call extension 200 should hear DTMF tones 123 If 200 is a hunt group or workgroup with agent 201 and 202 when the agent either 201 or 202 picks up the call after 3 seconds the agent should hear DTMF tones 123 Two other examples using Free Format 92529712 5 211 means dial trunk access code 9 and an outside number 252
164. 10 1 8 idie 9 TritonPRI 2 om Rod 02 0056 10 10 1 11 ide 10 TritonResource 1 oxn Coe eraan 11 TritonIP12PT 2 om Paul 02 0000 10 10 1 25 idie 12 TritonIP30PT 0 2 Ron 00105 idle 13 Triton8TLS 0 262 Ron O210003 10 10 1 28 Idie 14 MobileExt 0 oa Tele 00 0090 ide 15 H323SP 0 sor Sim 00 0012 idie 16 SIPSP 0 san Sun oz 0002 10 10 1 29 idie H apr Pedals riton Sz ee eee 19 TritonPRI 2 GW02 om oan eae oe 20 MobileExt o Gwo2 704 Fed 00 0992 ide S1 HMCP o Gwol res Tok 00 0914 he Status bar workoroo Eli Ready SMDR ON KDR 0 Conn Operator ON Line Disk Usage 59 97 Wed Figure 1 MaxAdmin main window The main menu bar is at the top Below that are buttons for quick access to more commonly used configuration screens A status bar at the bottom contains information on the current runtime status Note If using Windows XP for MaxAdmin the font that appears in the title of the view windows Extension Trunk and so on is in the Windows 2000 style font and will appear small To adjust change the Active Title font in Windows XP to Tahoma or other font or change the Window theme to Windows Classic The Main Menu These are the menus and the functions found under each menu e Services Log in and log out change password utilities system data management and convert work hunt group shut down all services and exit e System Opens windows whe
165. 10 hop limit to call forwarding For example extension 100 forwards to extension 101 101 forwards to 102 102 forwards to 103 and so on through extension 120 A call to extension 100 will be forwarded to 101 which will forward to 102 which will forward to 103 and so on until the call has been forwarded 10 times At this point the call will not be forwarded again if the last extension in the forwarding chain does not answer the call is sent to extension 100 s voice mail If there is a loop condition in the forwarding chain for example 100 forwards to 101 101 to 102 and 102 back to 100 the call is sent to the first destination s voice mail To enable call forwarding check the Enable Call Forward to check box then using the drop down list indicate the forwarding destination You can use Apply to to act on multiple extensions with the restrictions discussed in the previous section The forwarding options are as follows MAXCS ACM 6 0 Administration Manual 207 Chapter 15 Extension Configuration To Voice Mail To AA select the auto attendant number to use in the drop down list under the option To an Extension select an extension from the drop down list 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 2
166. 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 410 MAXCS ACM 6 0 Administration Manual Country Signaling Values Venezuela Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 E1 ISDN PRI Installation This section describes the configuration procedures necessary to impleme
167. 13 Chapter 24 Network Configuration Guidelines for VolP 314 MAXCS ACM 6 0 Administration Manual CHAPTER 25 Enterprise Vol P Network Management The VolP related aspects of both single server systems and multi site VolP domains are configured in Enterprise Manager available from the Vol P menu or the Windows Start menu In addition multi site VolP domain management including directory synchronization and routing is handled here Note A multi site installation requires an Enterprise License For a single system installation only the following VolP configuration elements in Enterprise Manager are relevant and are discussed in the first part of the chapter e Codec Profile create codec profiles that use different settings for jitter buffer size and packet length Codec profiles can be assigned to different types of VolP connections as defined in the IP dialing table and IP codec assignment table VoIP Bandwidth Use define the maximum VolP sessions using different codecs on a public Internet or a private intranet data pipe NAT Support configure VolP NAT traversal when the server is behind NAT using a private IP address IP Dialing Table define IP dialing digits and codec for VoIP dialing to other AltiGen systems or certified third party IP devices IP Codec Table define the codec and data pipe for AltiGen IP phones and SIP trunking service For a multi site installation you can manage the above
168. 16 Setting Up IP Extensions Monitor Codec Usage Viewing codec usage status LJotx Refresh Interval Current Resource Statistics Active Active Active Active I 30 Port G 711 only resources ateway ID Total G711 Total G71 6723 729 Available G711 G723 G729 Resources 00 120 o 12 0 o o 12 Gateway ID IP Resource Codecs Capability Active Codec Used by Connect to Packets Sent Recv Bytes Sent Network Packet loss JB Packet loss 00 07 10 G711 G723 G729 a 00 07 11 G711 G723 G729 00 08 00 G7il 00 08 01 G71 E Toa 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 Select the address type IP Extension IV Enable IP Extension J Connect Voice Stream to Server Dynamic IP Address Static IP Address Logon IP Address 0 0 0 0 Home Media Server ID 01 J Enable 3rd Party Sip Device J Enable Fallback to Mobile Extension Mobile Extension Channel 13 000 hl Using Dynamic IP Address The system will associate the IP address to the extension when the IP phone registers automatically or when the user logs on using 27 Enter from the AltiGen IP phone This is the recommended setting Using Static I P Address You need to enter the IP address for each IP
169. 1th 14th and so on will be recorded Using this example in the following table the shaded calls will be recorded 268 MAXCS ACM 6 0 Administration Manual Chapter 22 Workgroup Configuration 122 ac ae ee oe ea at sep eS a SR SOR Ge in mw in in out our GSO or To change Record N out of 10 calls for an agent click the cell you want to change and make a selection from the drop down list Click Apply When finished click OK e Centralized Recording You can also enable or disable centralized recording from the Agent Management Recording window shown above Click the cell you want to change and make a Selection from the drop down list Click Apply When finished click OK Notes 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 non workgroup calls The recording setting at Workgroup Configuration applies only to workgroup calls To allow an agent to record all calls non workgroup and workgroup both recording settings must be enabled When an agent logs in to a workgroup which is also an outbound workgroup all outbound calls will be considered as workgroup calls and recorded according to workgroup configuration When an agent logs in to a workgroup and is in Not Ready DND Wrap up or Inter call Delay state outbound calls will be recorded if wo
170. 2120 e Password Setting rrna Triton12E 2 237B1T12EP002 Triton12E 3 539C2T12E0021 Status Active Triton12E 4 237B1T12EP004 Current SoftSwitch IP 10 10 0 8 Triton12E 5 237B1T12EP003 Product version 6 0 0 800 Triton12E 6 237B1T12EP005 Triton12E 7 39C2T12E0020 Triton1 2E 9 48C2712E0054 TritonPRI 2 14942TE180134 TritonResource 1 O49A6TDSPLO112 TritonIP1 2PT 2 102A6TSPTFO344 TritonIP30PT O 128A6T8PTO731 Triton8TLS 0 507A5T08T0012 MobileExt 0 H3235P 0 7 Cc Cc D _ Exit Figure 6 Media Server Gateway Configuration Tool The window displays gateway settings product version and a board view for the gateway showing each board s name and serial number The settings Parameter Description Gateway IP Address The IP address of the gateway identified in the title bar Gateway ID Setting Shows the unique numeric ID of the gateway identified in the title bar Editable field Password Setting The password of the gateway identified in the title bar Editable field MAXCS ACM 6 0 Administration Manual 75 Chapter 5 Media Server and Gateway Management Parameter Description Status The status of the gateway active disconnected initializing resetting failed Current Softswitch IP Address Product Version The IP address of the machine running MAXCS The software version of the gateway service 76 MAXCS ACM 6 0 Administration Manual CHAPTER
171. 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 402 MAXCS ACM 6 0 Administration Manual Country Signaling Values China MFC R2 Set calling part category 3 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set to 1111113 1 For 8 digit DID set to 11111113 1 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 116 K 31 For 4 digit DID set to 1116 K 31 For 5 digit DID set to 11116 K 31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Colombia MFC R2 Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit
172. 7 Extension View window 33 external logging 60 F FastStart Enabled option 134 feature code programmable key 227 files backup 385 firewall configuration 308 firewall opening ports 419 firewall NAT router configuring port forwarding 327 first digit 44 first digit translator 46 flash key Alti IP 600 228 forced account code 189 forward from group greeting 280 forwarding numbers specifying 212 G G 711 jitter buffer range 322 RTP packet length 322 G 711 G 723 silence suppression 321 G 723 jitter buffer range 322 G 729 jitter buffer range 322 RTP packet length 322 G 729 silence suppression 321 G711 jitter buffer range 322 G711 RTP packet length 322 G723 jitter buffer range 322 gateway attaching 73 configuring 75 detaching 74 ID amp password 74 gateway management 70 global least cost routing config uring 346 greeting prompts 65 group setup 194 group greeting press 0 for for ward 280 group paging 253 groups assigning to extension 194 GTE 124 H H 323 and NAT 308 H323 tie trunk properties setting 150 hackers detecting 202 hardware problems 383 hardware status 32 headset key 228 Help menu 31 holiday routing rules 167 holiday profile caller ID routing 169 DNIS routing 171 home area code 43 hop off enabling 57 hunt group converting to workgroup 396 huntgroup adding a 241 answer handling 250 business hours 243 busy call handling 249 call handling 248 configuration 239 configuring basic
173. 9 Queue Overflow Forwarding sasaaa ee 289 Quit Queue Option aasa aaa ee 290 Priority Promotion 2 0 0 0 00 ee 290 Supervisor Queue Control aaas a 290 Queue Management Advanced 0 ee ee eee 291 Announcement soos ee ee ee he funtani miami EE ee eee 291 Menu Selection a n cok eo oe A ea Epes 292 Queue Overflow mie ra Sh cow ba Bs ae Fa aah ee ed PG ew 293 Application Extension Queue Control 2 2 2 0 000 cee eee 294 Agent Logout Reason Codes ce ee es 294 CHAPTER 23 Managing and Using MeetMe Conference 2 0000000 08 297 Setting the MeetMe Conference Extension aaa eee es 298 MeetMe Conference Window 0 0 298 Working in the MeetMe Conference Window 0 000 eee eee eae 299 Creating a Meeting 0 saipe p e es 300 E mailing a Meeting Invitation saaa aaa 303 Modifying the E mail Template anaa aaa ee 304 Starting and Stopping a Meeting 0 0 ee es 304 Continuing a Meeting Beyond Its Duration Time 304 Joining a Meeting 0 0 ee 305 CHAPTER 24 Network Configuration Guidelines for VoIP 00000008 307 ISP Intranet Quality of Service QOS aasa aaa aa es 307 WAN Bandwidth 2 sca iii ainia a betes ee A a te ddd Sah ah barat 307 WAN Router Configuration asana aa aa ee 308 Firewall Configuration 2 2 0 0000 ee ee 308 Network USING NAT 2 ssc Sst A a de Shee ee ead ee ek ee A a o 308 Network Configuration Gui
174. 9 Virtual test 110 Physical Sale 04 0 111 Physical Gib 01 0 113 Virtuallge Test 123 VitualGlo VOI 141 Virtual De 152 Physical Acc 00 0 Restriction l Answering One Number Access Monitor List General Group Speed Dialing Mail Management Notification Member of Not member of Number Type 120 Workgroup Satisfactie 124 Workgroup Workgro 127 Workgroup eng test2 128 Workgroup eng test 129 Paging Gr engip pa 130 Huntgroup Departme 145 Paging Gr Training Z 170 Workgroup Sales MS 171 Workgroup Support h Paging Gr jimmy test Huntgroup Deparo z gt 153 Virtual Acc 154 Physical Tam 01 0 157 Physical Gib 01 0 Inter Call Delay 0 pei 158 Physical Elle 01 0 159 Physical Acc 05 1 161 Physical Phil 07 0 Pickup Call From Workgroup Queue 163 Virtual AT E a T Allow pickup call from workgroup queue 172 PhysicalA TS 15 0 181 Virtual Rol Log Outbound Call to Workgroup 194 VitualAge Mik 195 Vitual Age Bill nea zi PI cry i r TZ Allow agent to change Add Del Da j oa HIE Corcel oo _ Hep Figure 3 Extension Configuration window Group tab Adding or Removing Group Assignments You can assign an extension to a hunt group in the Huntgroup Configuration window and to a workgroup in the Workgroup Configuration window Conversely you can assign a hunt group or a workgroup to an extension in the Extensio
175. 9712 wait 5 seconds dial 5 and wait 3 seconds then dial 211 Second example 102 01 5 means dial extension 102 wait 2 seconds dial 01 wait 3 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 when ringing begins To Paging Trunk This option is available only to virtual extensions To use this option you have to select a paging trunk in Trunk Configuration Note Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed Do Not Disturb Enable Do Not Disturb Check this option to send all calls for the selected extension s to the extension s voice mail This feature is also accessible by the user at the user s station by dialing 33 Note that this overrides any One Number Access settings for the extension 208 MAXCS ACM 6 0 Administration Manual Chapter 15 Extension Configuration Handling Busy Calls You have several options for handling calls while the extension is busy and again the options vary depending on the extension type 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
176. A ALTIGEN COMMUNICATIONS MAX Communication Server Administration Manual ACM 6 0 6 2008 4413 0001 6 0 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 has designed security features into its products it is your sole responsibility to use the security features and to establish security practices within your company including training security awareness and call auditing NOTICE While every effort has been made to ensure accuracy AltiGen Communications Inc will not be liable for technical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject to change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement MAX Communication Server MaxAdministrator MaxCommunicator Enterprise Manager AltiServ AltiLink AltiConsole VRPlayer Zoomerang PTalk Alti Mobile Extension AltiReport and SuperQ are trademarks or registered trademarks of AltiGen Communications Inc All other brand names ment
177. AXCS ACM 6 0 Administration Manual 373 Chapter 27 Microsoft Exchange Integration 374 MAXCS ACM 6 0 Administration Manual CHAPTER 28 TAPI Integration If your office uses Microsoft Office Outlook ACT or Goldmine applications that let you call contacts without manually dialing the telephone s keypad and that support the Telephony Application Programming Interface TAPI you can install AltiGen s TAPI gateway to use this functionality through your MAXCS installation An AltiGen TAPI License is required for each extension using the TAPI feature MAXCS implements its TAPI service provider based on TAPI 2 1 and for the Windows Vista operating system TAPI 3 1 Note Only outbound dialing functions are supported in the TAPI gateway Users can make outbound calls from their extensions but call control functions such as transfer hold and park are not supported AltiGen s TAPI implementation has two components e TAPI Proxy Server installed on the MAXCS server system TAPI Service Provider installed on the client systems Install TAPI Proxy Server and TAPI Service Provider after physically configuring your MAXCS system The TAPI Service Provider will automatically load the MAXCS configuration If you change the MAXCS configuration after installing TAPI by physically adding removing or moving extensions you will have to uninstall and reinstall the TAPI Service Provider to reload the MAXCS configuration Installing th
178. Application Extension Configuration The application extension is an extension pilot number that allows an SDK based add on application to log into the system and establish a communication channel to control trunk channels and interact with the system core PBX switching and voice processing service Typical applications that use an application extension are e IVR e Outbound dialer e Inbound call routing logic for a special business application To connect an SDK based add on application you need e An APC license concurrent session e A separate application extension to log in to for each application For more information about SDK please send e mail to sdksupport altigen com Application Extension Setup Note Before you begin make sure a Trunk Control APC SDK Session license is registered and activated for your system You can find this information in Help gt About and then click License Information To access the Application Extension Configuration window select System gt Application Ext Configuration The configuration window opens MAXCS ACM 6 0 Administration Manual 111 Chapter 10 Application Extension Configuration Application Extension Configuration 5988 x m AppEsxt List ir AppEst Information App Name Status _Description Name IVR Application IVR Applicat Disconnect To handle IVR process Password eee Description To handle IVR process r Application Failover Plan If appl
179. Call Return Call with Voice Mail If you choose this option enter the IP address of the Exchange 2007 Unified Messaging Server or the server s DNS name Exchange 2003 2007 Client Access Server Enter the IP address of the Exchange 2003 2007 Client Access Server or the server s DNS name Exchange 2007 Unified Messaging Server Enter the IP address of the Exchange 2007 Unified Messaging Server or the server s DNS name Setting E mail Messaging Options To use the MAXCS e mail services configure the following settings Parameter Description Enable SMTP POP3 E Mail Service Selected this enables incoming and outgoing mail services on MAXCS Simple Mail Transfer Protocol SMTP and Post Office Protocol POP3 MAXCS ACM 6 0 Administration Manual 81 Chapter 6 Voice Mail Configuration Parameter Description Postmaster Ext This field defines the extension that will be assigned as a Postmaster Extension When the e mail system receives an e mail with an invalid e mail account the automatic reply to the sender informing of the invalid e mail account used is sent from the defined extension Note The system always requires an extension to be specified as the Postmaster Extension By default the first extension in the system is used If an extension is selected as the Postmaster Extension it cannot be deleted until the Postmaster Extension is re assigned to a
180. Call Routing Configuration 184 MAXCS ACM 6 0 Administration Manual CHAPTER 15 Extension Configuration The Extension Configuration window provides for creating extensions and setting their attributes To open the Extension Configuration window do one of the following e Click the Extension Configuration button on the toolbar e Select PBX gt Extension Configuration Note To set up an application extension see Application Extension Configuration on page 111 To set up an IP extension see Setting Up IP Extensions on page 215 To set up a mobile extension see Mobile Extension Configuration on page 229 Extension Configuration 100 Physical Agent p Agent Supervisor Extension Restriction Answering One Number Access Monitor List General Group Speed Dialing Mail Management Notification Physicall r Personal Information 101 IPfAgent Gil First Name Enterprise Last Name Desk 102 IPfAgent Jim Marketi J 1 0 ees 103 IP Global Ca Password i Department J 104 Physical Jim Marketi woe ss ti i stisSzrT 105 Physical Vi Description DID Number iB Puia Ls ra Language Defaut Language x Transmitted CID 108 vital Da Feature Profile 1 limited 7 311 cD DO 110 Physical Sal Engine 111 Physical A eal sala J Enable Dial By Name V Enable Intercom IV Agent 112 Physical Mo 112 Remote Th gt Account Code p Call
181. Calls to Extension M Route Incoming Calls to AA Customer x Route Incoming Calls to Operator m Non Workdays C Route Incoming Calls to Extension l 7 Route Incoming Calls to AA Customer x C Route Incoming Calls to Operator Add Delete m Call Priority Call Skill Level Requirement I Set Call Priority 5 I SetcallsktR 5 Holiday Profile System d Language Setting Business Hours System x Default Language ba crea Figure 2 In Call Routing window DNIS Routing tab Help Adding and Deleting DNI S Route Entries To add entries to the DNIS routing table click the Add button In the dialog box that appears type in a DNI S Number and a descriptive DNI S 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 The DNI S Name is descriptive and optional it can be used to remind you about the nature of the number and routing For example you might give the 2529876 number the name Tech Support To delete an entry select it in the DNIS number list then click Delete Defining DNI S 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 th
182. D length 428 server IP address 330 service parameters 415 subscribing to 415 service level calculations options button 267 service level for workgroups 36 service level threshold 267 services AltiGen stop amp start 390 SMTP POP3 81 Services menu 30 setting 10 digit dialing area codes 57 setting huntgroup hours 243 setting trunk attributes 146 setting up extensions 185 groups 194 huntgroup mail management 243 huntgroup membership 242 huntgroups 240 workgroups 265 SF Superframe Format 124 shared mobile trunk setting 234 signal channel about 133 signaling protocol T1 153 silence suppression 321 single call handling 251 single call handling enabling 251 286 single call waiting enabling 209 SIP Early Media 322 SIP TCP protocol 328 434 MAXCS ACM 6 0 Administration Manual SIP tietrunk properties setting 150 SIP trunk properties setting 151 skill setting workgroups 273 skill based routing 286 SMTP service 81 SMTP POP3 setting for extension 199 speed dial station 196 speed dialing configuration 53 SQL 60 starting AltiGen services 390 static noise test tool 384 station speed dialing 196 Status bar information 32 Stop Switching Service 38 stop start MAXCS services 38 stopping AltiGen services 390 subscribing to service 415 Summary button 32 Superframe Format SF 124 synchronizing domain servers manually 347 system business hours 50 call park 43 call restrictions 55 country relevant 61 di
183. Disconnected To delete a gateway from the Media Server Gateway Management window First detach the gateway Then select the gateway you want to delete and click the Delete button The gateway disappears from the window You can add it back again if you want by using the Add button Changing Gateway ID and Password You can change the selected gateway s unique number 01 02 and the password by clicking the Config button in the Media Server Gateway Management window This opens the Gateway Configuration Tool Make your changes and click Apply 74 MAXCS ACM 6 0 Administration Manual Chapter 5 Media Server and Gateway Management Media Server Gateway Configuration Tool The configuration tool that opens when you click the Config button in the Media Server Gateway Management window can also be opened from the Start gt All Programs gt MAX Communication Server ACC gt Gateway menu When you open it from the Start menu you ll see this dialog box AltiGateway IP 127 0 0 1 Password Il OK Cancel Figure 5 Media Server Gateway Configuration Tool log in dialog box Enter the IP address and password of the gateway you want to check on and click OK The Media Server Gateway Configuration Tool looks like this AltiGateway Configuration Tool Gateway 00 _ 0 x Settings Board View Gateway IP 10 10 0 8 Board Name Serial Number me 7 Gateway ID Setting Triton 2E 1 12BA6T12EL
184. E board 8 9 SCOCOCONENRFONOUARWUNE Figure 3 Boards window 32 MAXCS ACM 6 0 Administration Manual Chapter 3 Getting Around MaxAdministrator Click on any column heading 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 Extension iew Oy x Right click an extension to display its physical location 04 0005 Channel Physical Location 101 Gilb 17 0009 10 1 Channel Properties 102 Jim 17 0004 10 10 1 234 idle J 103 Car 17 0050 10 10 1 163 idle 104 Jim 23 0007 15105045858 105 Vi D 00 0005 i Channel Info 107 Jen 01 0002 i 108 Allis 01 0003 Logical Board ID 110 Sale 04 0008 i Board Name fsiPsPo ewoo 0 Channel Group Type sir Extension Or to open a line properties Channel ID E window specific to the selected extension Figure 4 Extension View window Click on any column heading to sort by that column Click again to reverse the sort order Double click any extension number to open the Extension Configuration window for the selected extension The radio button to the left of each extension number is green when the extension is idle and red when the extension is not ready or in use The Location number for example 01 0005 identifies the card logical ID and port c
185. E p r Park by Extension User T Play greeting phrase when parked rl aA Play once C Repeatevery 60 seconds J Enable Timeout f0 j seconds Timeout forward to the extension who parked the call zi IV Disable ring tone on IP phone when parked by extension user IV Allow 51 to pick up line parked call Add Delete Cancel Apply Help 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 Add Line Park Group xi Name Executive ceni Enter a name in the Add Line Park dialog box and click OK Select line ID numbers from the Non Member List and click the Add button to add them to the Member List 4 Configure the following Line Park options Park by System Play greeting phrase to caller when parked Select this option to have the system play the greeting phrase you select from the drop down box before playing music on hold Specify whether to play the greeting once only or every x seconds 258 MAXCS ACM 6 0 Administration Manual Chapter 21 Line Park Configuration Play ring back tone to caller when parked Select this option when you want the caller to hear a ring back tone if the call has not been answered by any extension or voice mail If the call is answered and parked the caller will hear a greeting phrase and on hold music Enable Timeout When you check thi
186. Erara eraa 153 Virtual Gl Ac 155 Remote J 157 Physical Gil 01 00 r Schedule 158 Physical EI 01 00 159 Physica Jo 00 00 C NonBusiness Hours 160 IPGloba Ro 17 00 G From 0330AM To 600PM 161 Virtuall amp Phi a 163 Virtual AT C Any Time 165 Virtual A Alti Virtuall amp Ati Remote Jer Apply Tic Cancel Apply Help Figure 6 Extension Configuration Notification tab Individual users can also configure Message Notification within the AltiGen client applications MaxCommunicator and AltiAgent Note You can use Apply to to apply notification settings to one some or all extensions See About the Apply To Button on page 186 for more information on using Apply to Setting the Message Types for Notification Select the types of messages for which the extension user is notified e 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 e Urgent Voice Messages Only All Voice Messages The system will perform notification under the following conditions e Extension s message notification is set to Urgent Voice Messages Only e Extension s notification Schedule is set to Non Business Hours e Voice mail received during business hours is marked urgent e Extension user does not check the urgent message The system will start no
187. Gain to OdB Results are displayed in the Rx Level at 600 Ohms field Performing mpedance Match on Your Own For each individual analog trunk that is connected to the CO when the system starts up MAXCS automatically selects an impedance profile to best match the Triton trunk interface with the CO In the unlikely event that this automatic selection does not yield the optimal voice quality you may want to disable the feature and select the best impedance by trial and error method To disable automatic impedance matching check the Disable Impedance Match During System Startup check box Using the Match I mpedance Button Whenever a new analog trunk is connected to an empty port or is replacing an existing trunk you will need to use the Match Impedance button to select the best impedance profile To do this follow these steps 1 Click the Impedance Match button While the impedance match is in process you ll see a progress box When the process is complete the Match Impedance dialog box is displayed with information relevant to this trunk Match Impedance a xj The best matched impedance is Complex 1 J This impedance has been applied to this trunk automatically The diagnosis result is displayed Figure 9 Match Impedance dialog box The Impedance parameter setting in the main dialog box is changed to the best match selection and the measurement for noise and returned echo is performed with
188. Handling without ringing the extension PhysicalfAge JonZhang C Virtual TwoTwo Busy Call Handling m No Answer Call Handling IP AgentJiGL Juan Do C 7 IPtAgentiGl Mariaa C Enable Busy Call Handling IV Enable No Answer Handling Virtual C Forward to C Forward to 100 Glasgow 7 Forward to Voice Mail Forward to Voice Mail C Place iene C Forward to AA Customer Supp 7 C Forward to Line Park System 7 I Enable One Number Access Forward to A Forward to Line Park System Call Waiting _ FNumber of Rings Before Handling I Enable Single Call Waiting JT Enable Multiple Call Waiting JT Enable Live Call Handling xi Add Del Apply Te Cancel Apri Help Figure 8 Extension Configuration Answering tab Forwarding All Calls Call Forwarding is available to all types of extensions This is the Call Forwarding feature that is also accessible by the extension user by dialing 36 A One Hop Limit to Call Forwarding for a Transferred Call There is a one hop limit to call forwarding when the call that is being passed is a transferred call For example extension 100 receives a transferred call and forwards this call to extension 101 extension 101 is set to forward all calls to extension 102 extension 102 receives the call but CANNOT forward this call to another extension A 10 Hop Limit to Call Forwarding for Direct Calls For direct calls there is a
189. IDo Extension Number 11 None 197058 97058 Shared 9037 None Send inbound caller ID only 12 277 51642 151642 51642 Shared 9037 9037 Replace with Folowing Number 13 None Shared 9037 9037 z m Mobile Trunks m DNIS Access Numbers Span Channel Trunk Alloc Mobile Exte Status Maximum of 10 Numbers TritonPRI 2 0 0 Shared None Idle TritonPRI 2 0 1 Shared None Idle 5105809583 583 oad TritonPRI 2 0 2 Shared None Idle TritonPRI 2 0 3 Shared None Idle TritonPRI 2 0 4 Shared None Idle Remove TritonPRI 2 0 5 Shared None Idle TritonPRI 2 0 6 Shared None Idle TritonPRI 2 0 7 Shared None Idle TritomPRI 2 0 8 Shared None Idle TritonPRI 2 0 9 Shared None Idle xl Add Remove Retresh Note 1 Once the Mobile Extension Port is set up the user can call the mobile trunk number or DNIS Access Number for PRI dial 27 extension number and password to activate the extension 2 Limitation The mobile extension board can be configured in only one of the gateways Carcel Figure 7 Mobile Extension Board Configuration dialog box Max Number of Extensions f more mobile channel support is required change this to a larger number 256 extensions maximum and then reboot the system e 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 cal
190. If failed go to menu NONE X mail box access T to operator I Hide No Action Items Cancel Apply Help Figure 3 Collect digits e Text Tag a tag name which is critical for the following operations e For CDR logging the I VRData field will log the collected digits as Tag xxxxx For example if tag is configured as Account and collected digits is 67663 the CDR database will log Account 67663 in the IVRData field For AltiAgent client display the above example is displayed as Account 67663 on the View gt IVRData section e For CDR Search the above example is displayed as Account 67663 on the I VRData column e To display collected digits on the IP phone you need to set the tag as DISP stands for Display and is case sensitive The Phone Display Name Line of the extension configuration needs to be configured as IVR Data Display This feature supports inbound trunk calls only e Min Length the minimum length of digits to be collected e Max Length the maximum length of digits to be collected e PSTN Call I nter Digit Timeout the length of time the system will wait between collecting of digits before timing out Inter Digit Timeout after Max Length the length of time the system will wait after the maximum length of digits is collected e Web Call Response Timeout the length of time the system will wait for digits after responding to a Web call before timeout MAXCS ACM 6 0 Admin
191. Interval is set to refresh the data in the window every 5 seconds To change the refresh interval click the Refresh I nterval button at the top of the window and set the refresh interval to a number of seconds up to one minute To set the time to 0 is to turn off the refresh interval Assigning Client Licenses Some MAXCS client products require seat based licenses These licenses must be assigned to the individual extensions that will use those products If an extension does not have a product assigned to it that extension cannot use the client product The following MAXCS client products require that licenses be assigned to individual extensions MaxCommunicator AltiAgent AltiSupervisor AltiConsole IP Talk TAPI Integration Connector Assign seat based licenses to extensions in the Client License Management configuration screen License gt Client License Management MAXCS ACM 6 0 Administration Manual 37 Chapter 3 Getting Around MaxAdministrator Client License Management xi License Types Members Non members Altidgent MAX Communicator Enterpii Altis upervisor 101 Gilbert Hu AltiConsole 102 Jimmin IP Talk lt ADD 103 Carolyn Integration Connector 104 JimminY TAPI 105 Vi Duong 107 Jennifer 520 William REN ENES 108 Allison 754 Mande 109 David L 761 Shirley 110 SalesOr 767 Shiley ees 111 Gilbert l pooo 112 Moniqu 113 Jimmin
192. L Later if the administrator removes the local extension 1001 and relocates global extension 1001 back to site A this extension cannot be restored to its original settings When an extension is relocated to site B for the first time the administrator or the user should configure the Call Restriction Speed Dial list and so on for one time in site B These configurations will be stored on site B Later if the extension is relocated to site B again no additional configuration is needed as the previous configuration will be restored If multiple systems in the VoIP domain have a PRI interface it s possible that DID numbers could be duplicated For example say the DID number for extension 1001 is configured as 250 In this case the DID number 5102520250 and 4087899250 will ring extension 1001 To ensure that this doesn t happen you can do one of two things 1 Make sure the DID numbers are not duplicated 2 Ask the CO to send more digits to decrease the likelihood of identical DID numbers MAXCS ACM 6 0 Administration Manual 343 Chapter 25 Enterprise VolP Network Management Relocating a Global Extension Using 27 on Analog Phone vs IP Phone e Analog phone The phone must be off hook The user presses 27 and follows the voice prompts User must press after inputting the password e 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
193. Local the scope of 100 will be Ext System A System B System C 100 Local Not Found Not Found Note After you make the change users in Systems B and C cannot dial and ring extension 100 Only System A users can call local extension 100 Situation 2 One or more Global with conflict Before you make the change the scope of extensions 403 and 404 is as follows Ext System A System B System C 403 Global Local Local 404 Global Global Local After you change the two extensions to Local their scope will be MAXCS ACM 6 0 Administration Manual 341 Chapter 25 Enterprise VolP Network Management Ext System A System B System C 403 Local Local Local 404 Local Local Local Note After you make the change extensions 403 and 404 can be dialed only by the users in their own system Relocating a Global Extension The administrator can relocate a global extension from one system to another In addition a user may be allowed to relocate a global extension by using the feature code 27 To allow a user to use this feature check the appropriate check box in the Relocation panel on the Resolve tab The behavior of this feature differs depending on whether an analog or IP phone is being used See page 344 Note The check box is available only if a global extension is selected and that extension has no conflict Relocation User can relocate X Allow use
194. MAXCS server Under the Properties gt Home Directory tab the following configuration is established The Local Path shows c altiserv webmgmnt where c is the local drive where MAXCS is installed On this local path Read and Directory Browsing Allowed are both selected In the Application Settings group Scripts and Executables is selected in the Execute Permissions drop down list To gather trace files 1 Log in to Admin first with the password jazzy and then with your own Admin password 2 Select Turn AltiTrace On and click Apply 3 Select VM and SP Log Dump 4 To view logs go to AltiServ Log VM Exchintg To avoid extension in use message When synchronizing with Exchange Server the mailbox needs to be locked If the extension has a lot of messages it could take some time but shouldn t take as long as 2 3 minutes In normal cases it should take just 10 20 seconds You may adjust a registry key to change the synchronization interval HKEY_LOCAL_MACHINE SOFTWARE AItiGen Communications Inc AltiWare ExchI ntg Polling Interval The value is in ms 60000 60 seconds You may change it to 300000 for 5 minutes After changing the value restart Exchange integration service for the change to take effect Exchange Integration service synchronizes voice messages on the Exchange server with those on the AltiServ system by polling the two servers periodically This polling interval can be adjusted b
195. Maximum 20 AltiSupervisor sessions Call Center Capacity e Maximum configurable agents per workgroup 512 e Maximum active login agents per workgroup 256 e Total configured agents per system including all workgroups 1280 e Total agents seats License Head per system 256 Capacities for a Multi Gateway Softswitch 18 PBX Capacity e Maximum 1 000 extensions IP analog and mobile extensions e Maximum 256 MobileExt ports per system e Maximum 400 MaxCommunicator AltiAgent sessions e Maximum 20 AltiConsole sessions e Maximum 20 AltiSupervisor sessions Call Canter Capacity e Maximum configurable agents per workgroup 512 MAXCS ACM 6 0 Administration Manual Chapter 1 Overview e Maximum active login agents per workgroup 256 e Total configured agents per system including all workgroups 1280 e Total agents seats License Head per system 512 MAXCS ACM 6 0 Administration Manual 19 Chapter 1 Overview 20 MAXCS ACM 6 0 Administration Manual CHAPTER System Requirements and Installation This chapter describes the following e System requirements e List of MAXCS licenses e Preparation for installation e Installing MAX Communication Server e Installing MaxAdministrator on a network client e Uninstalling MAX Communication Server e Troubleshooting Minimum System Requirements This section lists the system requirements for MAX Communication Server ACM 6 0 Supported Operating Systems The following operat
196. Microsoft Multicast Conference TAPI Service Provider Microsot Windows TM Remote Service Provider NDIS Proxy TAPI Service Provider TAPI KernelMode Service Provider Unimodem 5 Service Provider lt AkiGen Communications Inc Version 5 0 1 91 Figure 2 Configuring the TAPI service provider Choose AltiGen TM Communications Service Provider and click Configure The AltiGen TAPI Device Detect dialog box opens In the AltiGen TAPI Device Detect dialog box click the Configuration button to verify that the client extension is available If you have any type of error Windows will let you know what the possible causes could be There could be a mistake in the Altigen server IP address extension MAXCS ACM 6 0 Administration Manual 377 Chapter 28 TAPI Integration number or password You can reconfigure the client extension in the Device Detect window See Changing TAPI Configuration Parameters on page 381 Note If the client extension is not in the AltiGen TAPI Device Detect window verify that the windows services Remote Access Connection Manager and Telephony have a status of Started To open the Windows Services window go to Start gt Control Panel gt Administrative Tools gt Services Help 6 e Remote Access Connection Name Description Status Startup Type Log On Manager Portable Media Serial Number Service Retrieves the serial n Manual Local 5 ff Bp Print spooler Loads
197. Music or Recorded Announcement check box Note If you have two files named MusicOnWaiting in the MusicOnWaiting folder one a wav file and one a PCM file the wav file takes precedence 64 MAXCS ACM 6 0 Administration Manual Chapter 4 System Configuration RTP Resource Usage In the event that MAXCS is controlling multiple gateway systems the music source can come from the primary system or another gateway 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 Use the drop down list to select the prompt number you want to use for the greeting message Creating prompts is discussed in Phrase Management on page 92 To play an update prompt every 60 seconds 1 Check the Play Update Prompt Every 60 Seconds check box 2 Use the drop down list to select the prompt number you want to use for the greeting message Note These settings will be used by all hunt groups and workgroups as the default system queue phrase However these settings will be overridden by the workgroup s queue management phrase setting Configuring Overhead Paging To configure overhead paging 1 Connect overhead paging equipment to the audio out jack on a Triton t
198. Numbers for local and long distance calls that require dialing 1 before the number 10 digit Numbers for local and long distance calls that do not require 1 before dialing 7 digit Numbers for calls placed within the local area that do not require an area code or a 1 prefix All Other Numbers for calls that do not fall into any category above for example 911 311 each class select the type of number numbering plan from the drop down list Type of Number Unknown International National Network Specific Subscriber Number MAXCS ACM 6 0 Administration Manual 129 Chapter 11 Board Configuration e Numbering Plan Unknown ISDN National Private The setting Unknown is used when the user or network has no knowledge of the numbering plan In this case the number digits field is organized according to the network dialing plan B Channel Maintenance Message This setting controls B channel initialization and maintenance message exchange between MAXCS and the CO when the system starts up Select the maintenance message that will be delivered on the B Channel e None no maintenance message sent puts channel in ready state automatically e Restart only sends RESTART message puts channel in ready state when RESTART ACK acknowledgement response is received from CO e Service only sends SERVICE message puts channel in ready state when SERVICE ACK acknowledgement response is receiv
199. OK Clear clears all edits to the selected AA restoring system defaults Copy From lets you make a copy of an AA and then modify it as you like Select your target ID from the AA Select window 1 2 3 4 Click the Copy From button From the drop down list choose the AA you want to copy to your selected ID In the pop up box click Yes to complete the copy Close closes the AA Select dialog box Help opens the help file for AA Export exports all AA settings to an HTML file MAXCS ACM 6 0 Administration Manual 87 Chapter 7 Auto Attendant Configuration Editing Auto Attendants To edit an AA click the AA Configuration button zs or select System gt AA Configuration When the AA Select window appears select an AA in the list and click the Edit button This opens the AA window showing the AA you selected in the title bar O expand tree Item jo 1 expand tree 2 to extension 300 Item Name E 3 expand tree 4 dial by name I Prompt phrase0210 x W 5 expand tree 6 to extension 120 T Push URL 7 expand tree 8 to extension 200 T Set Call Priority 5 9 repeat level Ea I SetCallskLR E repeat level mailbox access Actions Level ExpandTree T to operator No action Level Expand Tree Level Repeat Current Level Level Goto Top Level Level Goto Specified Item Call To Extension Grou Call To Operator Call Dial by Name Call Collect Extension
200. P go to Start gt Run type Dialer exe and click OK 2 Inthe Phone Dialer select Edit gt Options In the Preferred line for calling section select Phone 378 MAXCS ACM 6 0 Administration Manual Phone Dialer Chapter 28 TAPI Integration Refresh Directories E gf Internet Directories GR My Network My Network Directory Speed Dial E Conference Room Directory Type People I Conferences Options Lines Audo Video By Crore endnote Opens Prefened ine for caling S Omera Line used for __ g Phone calls E Internet cals Chore AJU R Internet conferences H323 Uine assu o7 4 In the Line used for section select the client extension in the Phone calls drop down list and click OK Testing TAPI Service Provider on the Client System To test TAPI Service Provider on the client system 1 Click the Dial button in the toolbar 2 Enter a number to call in the Number to Dial box and click Place Call The client extension should ring When you pick up the phone the system will dial the number you entered and connect you if the extension is configured to dial an outside number If this does not work make sure your previous configurations are correct Note Reboot the client system after any configuration changes to make sure the changes take effect completely Making a Call in Microsoft Outlook Before making a call configure the Outlook New Call con
201. P Codec Profiles The codec setting is profile based For different IP addresses and protocols a different preferred codec can be used Each codec profile can have its own codec G 711 G 723 G 729 packet length and jitter buffer The codec profile can be assigned to connectivity with a remote server IP phone or other VolP device By default the following IP address ranges private IP addresses will use G 711 codec e 192 168 0 0 to 192 168 255 255 e 172 16 0 0 to 172 31 255 255 e 10 0 0 0 to 10 255 255 255 Information IP Networks IP Dialing Table IP Codec Number Plan Inter Gateway Codec G711 ee ee IP Device Range From To Codec 192 168 0 0 192 168 255 255 6711 172 16 0 0 172 31 255 255 6711 10 0 0 0 10 255 255 255 G711 To open a window where you can set or modify codec profiles click the Codec button in the Enterprise Manager toolbar The following window opens Enterprise Manager Codec olx Logout Servers Codec User Department Global LCR Help About Silence Suppression B Enable G 711 G 723 Silence Suppression G 729 Silence Suppression 0 729 AB with silence suppression G 729 A without silence suppression Codec Profile Table Profile Setting Name Default Name 0711 Codec Com gt G 711 Jitter Bufer Range in 50 max L00 6 723 Jitter Buffer Range Min Max G 729 Jitter Buffer Range Min Max 480 6 711 RTP Packet Length ms
202. P Sessions Each server can configure the maximum concurrent VoIP sessions based on its Internet or intranet bandwidth This feature is to ensure that voice quality will not be impacted if too many VoIP sessions are connected at the same time Codec Profile Multiple codec profiles with different settings can be created and applied to different locations Each profile can have a different codec jitter buffer and packet length to accommodate different IP connections DNIS Name Display and Routing over P Tie Trunk allows for DNIS information to be transferred to the other system when routed over IP tie trunks DNIS name of matched entry can be displayed at AltiConsole MaxCommunicator AltiAgent and handset Caller I D Name Sent Over IP Tie Trunk SIP supports sending the caller s name so SIP and H 323 calls may display different caller ID information DTMF payload embedded with RTP RFC 2833 this feature helps to resolve DTMF tone detection and regeneration when using G 723 1 or G 729 codecs Low bit rate compression can distort DTMF tones during compression and cause the far end device to not be able to recognize the DTMF digits RFC 2833 specifies a separate RTP payload format to carry DTMF information to ensure the other side can recognize the tone properly Dynamic J itter Buffer due to various delays in the IP network audio packet streams may be delivered late or out of order The system is able to buffer incoming packets a
203. Protection for Application Logins the system maintains a counter for each extension to track CTI client application login failures When eight successive failures are reached the system disables login connection for 1 to 24 hours to prevent password intrusion Applies to login from MaxCommunicator AltiAgent AltiSupervisor AltiConsole CDR Search and other add on applications Feature Profiles allows administrators control over user access to system feature codes Monitor List lets you configure an extension s privilege to see other extension s call activity through MaxCommunicator 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 Remote Administration a version of the MaxAdministrator application that can be installed on a Windows 2000 2003 XP client computer to remotely administer one or more systems Transmit Extension Calling ID each extension can be configured with a calling ID When an outgoing call is made by this extension through PRI or IP trunks the calling ID is displayed as the Caller ID to the receiving caller Voice over IP Features VolP features include Bandwidth Control for Vol
204. RI 132 trunk access code 146 149 attributes 148 Centrex 148 configuring recording 149 dialing scheme 147 direction of transmission 146 incoming call routing 165 location format 145 phone number 147 trunk access 49 trunk access code vs route access code 146 173 trunk based recording 104 Trunk button 31 trunk channel measuring Rx level 160 trunk configuration 143 Trunk Monitor Enable 214 trunk properties H323 tie setting 150 SIP trunk setting 151 SIPtie setting 150 Triton analog trunk GS LS set ting 156 Triton T1 E1 trunk setting 153 Trunk View window 33 144 trunks paging 147 setting attributes 146 Triton T1 E1 trunk properties setting 153 unavailable 143 using Apply To button 146 trunks tie 57 U UDP 308 UDP ports 419 AltiServ behind NAT 328 unanswered calls 250 handling 284 unanswered calls handling 209 uninstalling MAXCS 26 unusual voice mail activity notifi cation 202 update prompts 65 user defined 227 user interface 29 users Managing VolP domain 337 V View menu 31 View windows 32 virtual extension 186 voice quality 427 Voice File Converter 394 voice mail configuration 77 distribution lists 82 messaging 77 mobile extension 237 setting notification 200 synchronizing with Exchange server 198 voice mail activity notification unusual 202 voice mail activity unusual setting parameters for notifica tion 202 voice mail playing order 245 279 voice quality and WAN bandwidth 324
205. Recording Options 114 Virtual G l Jim 115 Remote Jer Non Workgroup call 116 Virtual lan 119 Remote Jef 122 VirtuallGL Te I For Call Oriy 123 Virtual Gl VO Engine I Block Account Code Display 141 Virtual De i IP Extensi 152 Physical Ac Bee pee 113 IPfAgent Jim C Enable Forced Account Code License Assignment Concurrent Session 7 X fio 4 out of 10 calls ecording tone 153 VirtuallGl Ac FFE IV Enable IP Extension Connect Voice Stream to Server 155 Remote F j Dynamic IP Address Static IP Address 157 Physical Gil C Virtual Extension x 158 Physical Ell PO Logon IP Address e eee eee 159 Physical Jo 220 Home Media Server ID 01 X 160 WVirtual Gl Ro apa 161 VitualA Phi vases J Enable 3rd Party Sip Device thes Via Ne Popes Boar ID a J Enable Fallback to Mobile Extension 165 Virtual Akti Virtual Alt Logical ChannelID J5 Mobile Extension Channel 13 000 X able of Pe Net r Phone Display Number Line Caller Number hd Add Del Line Properties Name Line IP Phone Caller Name M Eia Cancel Apply Help Figure 1 Extension Configuration window MAXCS ACM 6 0 Administration Manual 185 Chapter 15 Extension Configuration There are three types of extensions Physical Extensions are associated with a physical port and device usua
206. Remote IP phone by using NAT F Figure 1 MAXCS behind NAT Figure 1 shows a private network 192 168 1 0 where MAXCS is installed and running on a host with a private IP address 192 168 1 2 Router 1 is a NAT router The local IP phones IP Phone 1 and IP Phone 2 use the private IP addresses 192 168 1 100 and 192 168 1 101 respectively There are two remote IP phones IP Phone 3 with a private IP address 192 168 2 100 connects to the Internet via Router 2 Router 2 can also sit behind a DSL Cable Modem Setup For the Corporate LAN e MAXCS MAXCS is installed private IP address 192 168 1 2 The public IP address of Router 2 should be configured as the IP address of this IP extension in MAXCS If it is changed dynamically then assign a dynamic IP address configuration for that extension e Router 1 Router 1 is a NAT router You need to set up the H323 SIP port forwarding for this NAT router from 169 254 56 169 to the private IP address of MAXCS 192 168 1 2 For the Remote IP Phone Using NAT e IP Phone 3 When configuring remote IP Phone 3 you should set up the MAXCS IP address to Router 1 s public IP address 169 254 56 169 e Router 2 310 MAXCS ACM 6 0 Administration Manual Chapter 24 Network Configuration Guidelines for VolP 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 MAXCS on the I nternet Another MAXCS can
207. SIP Tie 02 0064 SIP Tie 2 8 8 8 8 8 8 8 8 8 8 8 02 0065 SIP Tie 02 0066 SIP Tie 8 02 0067 SIP Tie 8 02 0068 SIP Tie 8 02 0069 SIP Tie 8 02 0070 SIP Tie 8 02 0071 SIP Tie 8 02 0072 SIP Tie 8 02 0073 SIP Tie 8 02 0074 SIP Tie 8 02 0075 SIP Tie 8 02 0076 SIP Tie 8 02 0077 SIP Tie 8 02 0078 SIP Tie 8 02 0079 SIP Tie 8 02 0080 SIP Trunk 6 02 0081 SIP Trunk 6 02 0082 SIP Trunk N Pha General In Call Routing Out Call Blocking Regular Trunk Calls r Workdays During Business Hours C ToEstension fo z Tosa ho a s1 C ToLinePak System 7 C Route to Operator C ToExtension fio z G ToAA E C TolinePak Sym C Route to Operator e C ToEstension foo z G ToAA ToLlinePark System C Route to Operator Cancel Apply Help Chapter 12 Trunk Configuration Figure 13 Setting trunk In Call Routing to an AA Call from one trunk to the testing reference trunk You should hear a 1kHz tone playing at the originating side 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 Goto VoIP Board configuration and click the Advance button b Set the Transmitting gain to IP Extension to 3 for the Triton Analog Trunk Do NOT change the gain in the trunk property of
208. SIP Tie 8 51i SIP Tie 8 Route to Operator SIP T 8 z x SIP Ti i 8 Workdays Outside Business Hours 8 To Extension 100 7 SIP Tie 8 SIP Tie 8 Todd 1 X SIP Tie 8 SIP Tie 8 C ToLine Pak System 7 SIP T 8 SIP Tie 8 Route to Operator SIP Tie 8 SIP Tie 8 Non Wotkdays SIP Tie 8 C ToExtension 100 he SIP Tie 8 SIPTie 8 C Todd 1 x SIP T 8 SIP Tie 8 C ToLine Pak System v SIPTie 8 C Route to Operator SIP Trunk 6 SIP Trunk 6 SIP Trunk N Cancel Apply Help Figure 14 Trunk Configuration In Call Routing tab Regular Trunk Calls For each trunk or using Apply to to apply the settings to multiple trunks you can set routing for the three time periods defined in the System Configuration window Business Hours tab Setting Business Hours on page 50 e During Business Hours e Outside Business Hours e Non Workdays Within each of these three time slots you have the following routing options for incoming calls e Route to an extension selected in the drop down list e Route to an auto attendant number selected in the drop down list e Route to a Line Park line selected in the drop down list see Line Park Configuration on page 257 for more detail e Route to the operator Web IP Calls For web IP calls you can set routing for the three time periods defined in the System Configuration window Business Hours tab Setting Business Hours on page 50 e During Busin
209. See the AltiGen web site at www altigen com for more information Click Customer at the top of the page and then click Resources for Creating Professional Voice Prompts AltiGen provides the Voice File Converter utility to convert these files into the proper MAXCS format available from the Windows Start gt Programs gt MAX Communication Server ACM gt Utilities menu Some recording studios provide the conversion service for an additional fee The converted file can then be used for an AA or for a workgroup or huntgroup group setup MAXCS ACM 6 0 Administration Manual 93 Chapter 7 Auto Attendant Configuration To install professionally recorded phrases or prompts 1 Assign a prompt number to each prompt you would like recorded Or give the prompt a unique identifying name AltiGen supplied phrases are numbered but phrases don t have to be numbered 2 Submit your prompt script and prompt name to the recording studio 3 Instruct the recording studio to record prompts in either 8KHz or 11 025KHz mono in the WAV format 4 Ask the studio to convert the WAV file s into the proper MAXCS format e If using Worldly Voices this conversion is done for you e If you are using a studio other than Worldly Voices use the Voice File Conversion utility This utility converts an audio file recorded at either 8KHz or 11 025KHz in the WAV format to an MAXCS playable audio file 5 Once you receive the prompts in the MAXCS format place
210. Service Level Abandoned Calls within Service Level Overflowed Redirected Calls within Service level divided by at least one of the following three options Total Answered Calls Total Abandoned Calls Total Overflowed Redirected Calls Workgroup Recording Options The system administrator can specify the following workgroup call recording options for a workgroup MAXCS ACM 6 0 Administration Manual 267 Chapter 22 Workgroup Configuration WARNING Listening in to or recording a conversation without the consent of one or both parties may be a violation of local state and federal privacy laws It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws Disable no call recording Auto record to central location records all workgroup inbound and outbound calls which are saved to a central location defined in Recording Configuration on the System menu see page 103 this option requires that either a shared Concurrent Recording Session license is available or that a Dedicated Recording Seat license is assigned to each workgroup member configured in Extension Configuration e Record on demand to central location records calls on demand which are saved to a central location defined in Recording Configuration on the System menu see page 103 this option requires that either a shared Concurrent Recording Session license is available or that a dedicate
211. Sery system to connect to 10 10 10 10 Cancel 2 Enter the name or IP address of the MAXCS ACC or MAXCS ACM server and click OK MaxAdmin opens 3 To log in to MaxAdmin click the Login button the left most button on the toolbar or select Services gt Login You ll be prompted to enter the password and click OK The first time you log in use the system default password 22222 Important To ensure system security change the system password as soon as possible To log out click the Logout button or select Services gt Logout Changing the Password Select Services gt Change Password to open a Change Password dialog box You ll be prompted to type in and verify a new password then click OK MAXCS ACM 6 0 Administration Manual 29 Chapter 3 Getting Around MaxAdministrator The MaxAdministrator Main Window When you run MaxAdmin you ll see something like this A altiware Admin MAX1000ALPIIA Services System EEK CallCenter voip Report Diagnose je eee Menu_bar igl i i p System Boards Lad Logic Board Type Physical ID al 0 Triton12E 1 100 Eng omaso le 1 Triton12E 2 110 Sale 001006 idie 2 Triton12E 3 130 WAT 02 0054 10 10 1 22 idie 3 Triton12E 4 132 WRT 02 0001 10 10 1 24 idie 4 Triton12E 5 zz man 00 0008 idie 5 Triton12E 6 S s 7 Trtonize 3 228 Rola 0010001 idie a TritonT1 i eoni Shir 02 0057 10
212. Specify the duration of the meeting using the Up Down arrows unless this is to be a permanent meeting 2 If the meeting is to begin as soon as it is scheduled select Now If the meeting is to begin at another time select On Date and enter a date and start time To select a date click the Calendar button To select a start time click the Down arrow and use the slide bar MAXCS ACM 6 0 Administration Manual 301 Chapter 23 Managing and Using MeetMe Conference Weekly Meeting If you select Weekly from the Schedule drop down list these are your options in the middle panel Zz Schedule Weekly v Duration 30 minutes Start 12 00PM Every 18 week s on 8 Sunday B Monday Tuesday B Wednesday A Thursday B Friday ja Saturday Range of Recurrence Begin 06 13 2006 E9 End after 13 occurence s Oendby foss2008 1 In the Duration field specify the duration of the meeting using the Up Down arrows 2 Inthe Start field specify the start of the meeting by clicking the Down arrow and using the slide bar 3 Inthe Every field specify how often this meeting is to occur every week every other week every three weeks and so on Check the day of the week on which this meeting will occur 5 Inthe Range of Recurrence panel use the Calendar button to select a date for the first meeting 6 Select End after x occurrences and choose the number of times the meeting is to occur or se
213. This account QANARiGen_GRAPE Browse Password Coccccccccccccs Confirm password seccccceoooooss You can enable or disable this service for the hardware profiles listed below Hardware Profile Profile 1 Service Enabled Enable Disable Cancel Apply Figure 2 Service Startup options dialog box c Under Log on as select This account and set lt DomainName gt AltiGen_ lt ServerName gt as the account In this example it is QA AltiGen_ GRAPE d Repeat the previous step but this time check the Log on as account for AltiGen VM Exchange Integration Service 6 To ping the Exchange Server from MAXCS and vice versa MAXCS ACM 6 0 Administration Manual 355 Chapter 27 Microsoft Exchange Integration From the MAXCS system open an MS DOS window and type ping lt exchange server name gt then press Enter For example type ping mailserver You should see Reply from asthe response If you see Request timed out there is something wrong with your network settings or connectivity Similarly ping the MAXCS system from the Exchange server For example from the command prompt in Exchange Server type ping telesystem then press Enter You should get a proper reply 7 To check that all Exchange Server Services have started a On the system running Exchange go to Services e In Windows 2003 select Start gt Administrative Tools gt Services e in
214. To aa z C pza r peman zf M 000 PM Sun 7 Foard To AA z C peman 4 r peman jf4 C faenorm El Add Delete Apply to Cancel Apply Help Figure 5 Workgroup Configuration Business Hours tab Set the business schedule parameters as follows Parameter Description Business Hour Use the drop down list to select a Business Hours profile to apply to the workgroup profiles are configured in the System Configuration window see Setting Business Hours on page 50 272 MAXCS ACM 6 0 Administration Manual Chapter 22 Workgroup Configuration Parameter Description After Hours Non Workday Handling Logout All Agents At e For each day of the week select a Forward To option for call handling after hours or for non workdays To Voice Mail e To AA select the auto attendant to use in the drop down list under the option AAs are configured in the AA Configuration window available from the System menu e To an Extension select an extension from the drop down list To a Group select a group from the drop down list e To the Operator e To an Outside Number if you choose Outside Number select a trunk or route access code to use in the small drop down list on the left and type in the full prefix and phone number Toan App Ext when used in conjunction with a third party notification application the App Ext feature enables an exten
215. Virtualla Jorge Go edit box e g 14155551212 Virtual Sehedlle Outside Number gt Physical Susan C 020 KE Dutsid Number Physical JonZhang 02 0 F From 7200PM gt To ors0PM lary Beal Virtual TwoT wo IPfAgent Juan Do 04 0 tan I Check Password Ring for 20 seconds IPfAgent MariaAlv 04 1 Virtual I From 0430PM To 5 00PM I Fowardto Outside Number z I From 12 00AM To 1200AM y zt z I Check Password Ring for op v seconds p Caller ID Verification gt Forward to Outside Number 7 JV Verify Caller ID based on the following An Y I Check Password Ringfor 20 seconds T Forward to Outside Number z a eck Password Ring for 20 y seconds m E Add Del Apply To Cancel Apply Help Figure 10 Extension Configuration One Number Access tab One Number Access Options In the One Number Access tab use the drop down list to select an option for One Number Access e Disabled Enabled at any time Enabled during business hours only Enabled during non business hours e Enabled based on schedule If you select this last option Enabled based on schedule you can then select and set up to four different time periods using the From and To time drop down lists After choosing any of the enabling options you set the Verify Caller 1D and Forwarding choices and these are discussed below Note You can also enable and set u
216. When adding a member to a hunt group the following rules apply No agent seat license required e Any extension can be added to a hunt group Each hunt group can have up to 128 members e An extension can belong to multiple hunt groups Although a hunt group has call queuing capability it lacks the following functions Does not generate real time queue and agent status for the hunt group Does not have a real time counter to track hunt group activities for reporting purposes Does not have logout reason code tracking capability Does not have recording capability Does not have service level threshold setting Does not have queue overflow and quick queue option Limited call distribution capability No supervisor application to manage agents and calls in queue No client application for agents to perform login logout MAXCS ACM 6 0 Administration Manual 239 Chapter 19 Hunt Group Configuration The Huntgroup Configuration window provides for creating hunt groups setting their attributes and assigning group members To open the Huntgroup Configuration window select PBX gt Huntgroup Configuration Huntgroup Configuration 130 x p Group List General Group Member Mail Management Notification Call Handling Queue Management r Group Information FirstName Department Last Name G amp A Password fr DID Number J Enable Dial By Name Service Description p Call Restriction I Allow Calls to
217. XCS ACM 6 0 Administration Manual Second step Push URL Web Page forces a web page to a Webcaller s screen Chapter 7 Auto Attendant Configuration when the call reaches the AA using AtliWeb s Webcall button over the Internet If this box is not checked go to the next step without delay Third step Set Call Priority for MAXCS ACM priority queuing You can assign a priority number from 1 9 to the caller who selects this menu item The highest priority is 1 the lowest priority is 9 If this box is not checked go to the next step without delay Fourth step Set Call SKLR Skill Level Requirement for MAXCS ACM skill based routing You can assign an SKLR from 1 9 to the caller who selects this menu item If this box is not checked go to the next step without delay Fifth stepo Execute the action selected from the drop down list The drop down list contains the following actions Action Description No Action An invalid message plays and the menu is repeated Level Expand Tree Expand menu item to create additional level 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 I tem Goes to selected menu item at any level A drop down list appears from which you select the item Call To Ext Group Trans
218. a route access code is configured in the System Configuration window Number Plan tab If you have a problem changing a first digit assignment in the Number Plan tab to a route access code you may need to set the Access Code in the Trunk Configuration window for all trunks to None Create a route and assign trunks to the route Typically different types of trunks will be grouped to different routes For example you may need to create a local route for local trunks a long distance route for long distance trunks and a VoIP route for IP trunks Assign routes as Default Routes so that regular 7 digit 11 digit international and emergency calls will go through Solve a complicated dialing situation by adding an entry into the Dialing Pattern table and assigning a route to the specific dialing pattern If the dialing pattern requires adding or removing digits you may need to edit the Digit Manipulation on the Route Definition tab to solve the problem Repeat steps 4 and 5 until all complicated dialing patterns are entered and configured properly If a dialing pattern will use another system s trunk to hop off you may need to create a VoIP or T1 PRI tie trunk route and configure digit manipulation to indicate which system to hop off to and how to tell another system that this is a hop off dialing by adding a trunk access code or route access code in the dialing stream If you would like to block a specific dialing pattern add the dialing pat
219. ab of the Workgroup Configuration window see Setting IntraGroup Call Distribution on page 285 To define a skill for a workgroup 1 Select a workgroup in the Group List 2 Double click a skill number in the Skill Definition list or select a skill number and click the Edit button 3 Inthe Skill Level Name dialog box enter the skill name in the Description field then click OK Level ID 6 Description Cancel Figure 7 Skill Level Name dialog box The description appears in the Skill Definition list for that skill number Setting Rules for Skill Based Routing The Skill Coverage Rule on the Skill Based Routing tab establishes the pool of agents who can handle a particular workgroup call based on the SKLR setting for that call The group may comprise e Only agents assigned that skill number e Agents with a given skill number and lower e Agents with a given skill number and higher This setting must be configured To further help ensure that a workgroup is handling calls in a timely manner you can specify how many seconds a caller can be in queue before opening the call to agents with the next skill number up or the next skill number down in successive steps To set skill based routing rules 1 In the Workgroup Configuration window Skill Based Routing tab select the workgroup for which you want to set the rules 2 Select an Agent s Coverage Rule Exact Match SKLR of Incoming Call Only agent
220. abi Suppor e Started Atomatic B Telephony Provides Telephony A Started Bp Telnet Enables a remote use 3 i Be Terminal Services Allows multiple users t gt Universal Plug and Play Device Host Provides support to h lil B Volume Shadow Copy Manages and impleme Manual BS wobclent Enables WMindows bas Started Automatic Be windows Audio Manages audio devic Automatic gt windows Frewall Internet Connection Sharing ICS Provides network add Automatic Mh Windows Image Acquisition WIA Provides image acquis Started Manual Bo Windoves Installer Adds modifies andr Manual Ba Windows Management Instrumentation Provides a common in Started Automatic If they are not started right click on each service and choose Start Have them start automatically in the future by right clicking the service choosing Properties and selecting Automatic as the Startup Type Also verify that the TAPI PROXY service is started on the AltiGen server If the two services are started then remove AltiGen TM Communications Service Provider from the Phone and Modem Options dialog box see Figure 2 and then add it back Repeat the verification of the AltiGen server IP extension and password information if your extension information is not shown properly in AltiGen TAPI Device Detect see Figure 2 Set Up Phone Dialer 1 Launch Phone Dialer From Windows 2000 select Start gt Programs gt Accessories gt Communication From Windows X
221. act Match SKLR of Incoming Call su definitions 5757 3 z I Enable SKLR Escalation Direction UP peste BE Pi BasicSKLA Levell after Wating 50 Seconds Edit Tonext SKLAR Level2 after Waiting 50 Seconds Member Agents List Age nts who AA Mane TonextSKLA Level3 after Waiting 50 Seconds 3702 Tonext SKLR Level4 after Waiting 50 H Seconds are is a Tonext SKLA LevelS after Waiting 50 Seconds assigned to gi Tones SKLA Level after Waiting 50 Seconds the Tones SKLA Level after Waiting 50 Seconds selected Tones SKLR Level8 after Waiting E0 Seconds skill number 4 gt Tones SKLA Leveld When SkillB ased Routing is selected for the workaroup s call distribution 1 Agents with lower skill level numbers with 1 being the lowest are rung first 2 If some agents have the same skill level the agent with the longest idle time is rung Add Delete Apply to Cancel Appl Help Figure 6 Workgroup Configuration Skill Based Routing tab Skill number 1 could define the most basic skill and level 9 the most advanced or vice versa Or the skill numbers can be used in any other way that works for the way your company does business After skill numbers have been defined on this tab each agent in the workgroup should be assigned a skill number according to that agent s knowledge and ability on the Group Member tab Incoming calls can be set to ring agents according to skill number thus more closely directing the calle
222. after MaxAdmin is started The field will be empty if the trunk is idle not ready out of service or the call was connected prior to MaxAdmin being launched You can double click any trunk location to open the Trunk Configuration window for the selected trunk The Reset button resets the selected trunk s to the idle status if the trunk is connected to a carrier You ll be asked to confirm the reset and a status message will tell you if the reset was successful 34 MAXCS ACM 6 0 Administration Manual Chapter 3 Getting Around MaxAdministrator Call Log View Window The Call Log View window displays the line and trunk traffic history Call Log View Prints selected log entries Caller Callee Length Bi w 00 48 12 Clears the B11 101 00 12 44 window of all S111 m 00 00 58 data S11 101 00 02 12 Bi 101 00 00 40 4110 102 00 00 40 Figure 6 Call Log View window The window displays for the last 30 calls the caller line or number the callee the starting time in 24 hour format and the length of the call When the call is from another AltiGen system the call is displayed as Caller System IP Address Extension Number Workgroup View Window The Workgroup View window displays data and statistics for workgroups Workgroup iew of x Figure 7 Workgroup View window This window displays the following data Extension the workgroup pilot extension number Name the workgroup name Agents
223. agent enters wrap up or inter call delay period Even if the phone is not in use the system will mark the agent in wrap up state Not Ready The agent changes state to Not Ready DND FWD The agent turned on DND or enabled extension forwarding while logged in to a workgroup Error The agent s phone is off hook for too long causing the phone to enter an error state The priority queuing feature in the ACM edition of MAXCS has the following capabilities Tag priority 1 9 to a call entering system 1 is the highest priority and 9 is the lowest priority Call priority can be set at DNIS Routing Caller ID Routing IVR Advanced Call Router and SDK If no priority is tagged to a call the default priority 5 will be assigned to the call before entering a workgroup When a call is in a WG queue two queue times will be generated Total queue time will be calculated from the moment the call enters the queue Priority queue time will be calculated based on the time a call is in queue at a specific priority level If a priority promotion rule is not enabled the total queue time will be equal to the priority queue time If there are multiple calls with the same priority the call with the longest priority queue time will be served first To prevent calls with lower priority staying in queue forever causing a high abandon rate or lowering service level you can set priority promotion to enhance the caller s position in q
224. ain When an extension is added to a system in MaxAdmin Extension Configuration window it can be defined as Global by checking the Global extension box If this box is not checked the newly added extension is a local extension Add New Extension Extension Number m I Global extension Please enter a valid 4 digit long number The scope of an extension shows the relationship of the extension to other member systems In Enterprise Manager a selected extension s scope appears on the Resolve tab 338 MAXCS ACM 6 0 Administration Manual Chapter 25 Enterprise VolP Network Management General Resolve Extension Scope Server N gt ExtensionFirstNa LastNa Depart Scope UserID Type ENTERPRI 237 Barbara Tyler Local btyler User HEAVY MET 237 Barbara Tyler Global btyler User MAX1000 R 237 Not Fou You may see any of the following in the Scope column Global The extension has been published to all member systems within the same VolP domain Every extension in the domain can dial and ring this number Local The extension has not been published to the VolP 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 The extension number is used by other member systems as a local extension Remote The word Remote in the Scope column shows that the selected system
225. al VolP device Silence Detection and Suppression when silence suppression is enabled and silence is detected the system stops sending packets to the other side The other side does not receive any packets and plays silence Vol P Hop Off Call Support allows an extension to access a PSTN trunk on the remote system and hop off to dial an outside telephone number This hop off feature can be enabled or disabled on the remote system Outcall restrictions for hop off calls are configurable SIP Trunk Support MAXCS enables AltiGen s system to connect to P based trunking service providers via SIP SIP NAT Traversal Allows MAXCS to connect to a remote SIP phone or IPTalk behind NAT without changing the NAT setting at the remote location Support for RFC 2833 DTMF payload embedded with RTP Supported in SIP trunks only This feature helps to resolve DTMF tone detection and regeneration when using G 723 1 or G 729 codec Basically low bit rate compression will distort DTMF tone during compression The far end device may not be able to recognize the DTMF digits RFC 2833 specifies a separate RTP payload format to carry DTMF information to ensure the other side can recognize the tone properly Support for both SIP and H 323 Tie Trunk When setting up a system to system VoIP tie trunk either SIP or H 323 protocol can be used Multi Site Vol P Management Enterprise Manager Multi site management through Enterprise Manager i
226. all in the New Call window 380 MAXCS ACM 6 0 Administration Manual Chapter 28 TAPI Integration Changing TAPI Configuration Parameters To change TAPI Configuration Parameters In Windows go to Control Panel gt Phone and Modem Options In the Phone and Modem Options dialog box click the Advanced tab Choose AltiGen TM Communications Service Provider and click Configure In the AltiGen TAPI Device Detect dialog box click Configure In the AltiGen TAPI Configuration dialog box click Extension Enter the extension number and password of an entry you want to remove and click Remove or enter the extension number and password of a new entry and click Add Oe WN MAXCS ACM 6 0 Administration Manual 381 Chapter 28 TAPI Integration 382 MAXCS ACM 6 0 Administration Manual Chapter 29 Tools and Applications CHAPTER 29 Tools and Applications MAXCS comes with the following tools and applications for testing diagnosing and configuring your system They are available from the Windows Start menu Start gt All Programs gt MAXCS ACC ACM Under Gateway Tools e AltiGen Board Test e CT Bus Test Tool formerly MVIP Test Tool e Gateway Configuration Tool For information on this tool see Media Server Gateway Configuration Tool on page 75 Under Utilities e MAXCS ACC ACM Backup and Restore Utility e MaxAdmin and Extension Security Checker e Start and Stop All AltiGen Services e Trace Collector e Voice Fi
227. all originates or select All Servers Target Site Select the server that receives the call 4 After adding a route click Edit check the Enable check box and click OK to activate the Global LCR route 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 In the server s MaxAdmin select VoIP gt Multi Site Domain Configuration and click the Replicate from Domain button This brings the server up to date with the Master If the server is still not seeing all the information it should this would be rare click VoIP gt Refresh Enterprise Configuration MAXCS ACM 6 0 Administration Manual 347 Chapter 25 Enterprise VolP Network Management 348 MAXCS ACM 6 0 Administration Manual CHAPTER 26 System Report Management MAXCS provides a System Summary report and an IP Cumulative Traffic Statistics report both available from the Report menu System Summary Report The System Summary report provides summary information on extensions trunks and workgroups configured in the system To open the System Summary report window select Report gt System Summary or click the Summary
228. aller ID is matched the mobile extension user will hear a dial tone from the system the same as an internal extension user hears when the phone is off hooked Mobile Trunk Allocation select either Shared or Dedicated Shared When selected this mobile extension will share mobile trunk ports with other mobile extension users The system will dynamically allocate a mobile trunk port when the system calls out to this mobile extension number When the mobile extension user calls into the system any mobile trunk port can answer the call verify caller ID and play a dial tone to the mobile extension user Dedicated Only analog trunks can be dedicated mobile trunks When selected you need to assign a mobile trunk port to this mobile extension You have the option to disable caller ID verification if a mobile trunk port is dedicated to this mobile extension The mobile extension user will hear a dial tone when calling into this specific trunk port Use the Browse button to select the desired mobile trunk 234 MAXCS ACM 6 0 Administration Manual Chapter 18 Mobile Extension Configuration Mobile Trunks xi Span Channel TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 TritonT 1PRI 3 Lia 13
229. aller to AA allows a user to transfer a call to an AA by pressing FLASH 15 and then the 2 or 3 digit AA number Virtual Extensions an extension that is not associated with a physical port but allows access to the AltiGen Voice Mail System features and telephone sharing Workgroup Call Pickup allows agent or supervisor to pick up a specific call in queue Automatic Call Distribution Features Automatic call distribution ACD features include Advanced Queue Management Application enables advanced queuing options One level AA menu selection from queue e Advanced queue overflow for configuration of overflow conditions and actions After Hours Handling for Workgroups a workgroup can be assigned a Business Hours Profile through MaxAdministrator Also after hours routing decisions can be configured for each day of the week When a call is forwarded to this workgroup after hours the call is routed automatically based on the routing decision for that day of the week Agent Login Logout allows huntgroup workgroup members to log in and out of a group so that incoming calls bypass the workgroup member agent who has logged out and the call is automatically routed to other login agents Agent Logout Reason Codes allows a workgroup member to enter a reason code when signing off Up to 20 reason codes may be defined Agent Set to Not Ready When RNA when a workgroup call rings an agent and is not answered this feature autom
230. allows you to copy Programmable Key settings from one IP phone extension to another No other settings are carried over 228 MAXCS ACM 6 0 Administration Manual CHAPTER 18 Mobile Extension Configuration If your company has employees working at home or servicing customers in the field you can connect their home phones or cell phones to the AltiGen PBX providing them with the same productivity features as if they were working in the office AltiGen s ExtensionAnywhere capability allows an extension agent to be e On premise using voice or data wiring e Mobile or remote using IP phone cell phone or PSTN phone e An extension of another PBX via adjunct tie trunk or over a PSTN trunk simulated as a mobile extension port MAXCS 6 0 allows up to 256 mobile extension ports to be configured per system When configured the property of the trunk interface is changed to simulate an extension A mobile extension user will gain most of the system routing call control voice mail CTI and call center features through the PSTN telephone network A mobile extension includes the following capabilities e Call control transfer hold park call pickup conference e Call handling single multiple call waiting and queuing RNA routing account codes e Paging through audio output trunk extension IP e MaxCommunicator and AltiAgent CTI client e Conversation recording e Workgroup agent with login logout and ready not ready e Pressing termi
231. alog line to an empty port or replace an existing line you need to click this button to best match the impedance Match Result button Disable I mpedance Match During System Startup Shows the result obtained the last time the Match Impedance button was clicked for that trunk Check to disable automatic impedance matching during system startup Caller I D Receiving Select as None FSK or DTMF for receiving caller ID digits For North America the caller ID is FSK signal on analog trunk Centrex Flash Duration ms Specifies the Flash Duration time in milliseconds with a range from 150 ms to 1000 ms Out of Service With Trunk Seizure When checked if the trunk is set to Out of Service the system will busy out the trunk The CO will treat this trunk as a busy line and WILL NOT place a call to this trunk By default this option is unchecked Enable Dial Tone Detection Outgoing When enabled the trunk channel must detect outgoing dial tone prior to making the call Enable Answer Debounce Incoming Enables a timeout period of 2 seconds for ignoring false CO disconnect signal after answering an incoming call Loop Break Duration ms Disconnects signal if CO breaks loop current You can set the duration from 200 to 1000 ms 600 ms is common in North America MAXCS ACM 6 0 Administration Manual 157 Chapter 12 Trunk Configuration Parameter Description
232. ample say a technical support group has agents with skill level 1 beginner 2 intermediate and 3 expert If you select the Equal or Higher option calls with SKLR 2 will be queued for an agent with skill level 2 or 3 3 To increase coverage of calls check the Enable SKLR Expansion check box This check box is available if you selected the Equal or Lower option or the Equal or Higher option 4 For each level specify the number of seconds a call can be in queue before the system will include the next level of agents in the pool of agents who may handle the call Either use the Up Down arrows or type in a number from 1 999 Examples Example 1 Coverage rule is Equal or Lower and Enable SKLR Escalation is checked r Skill Based Routing Rule Skill Coverage Rule Equal or Lower than SKLR of Incoming Call Equal or Higher than SKLR of Incoming Call C Exact Match SKLR of Incoming Call JV Enable SKLR Escalation Direction UP Basic SKLA Levell after Waiting 30 Seconds TonextSKLR Level2 after Waiting 30 j Seconds TonextSKLR Level3 after Waiting 30 Seconds Tonext SKLA Level4 after Waiting 0 Seconds Tonext SKLA Level after Waiting 0 3 Seconds TonextSKLR Levele after Waiting 0 Seconds Tonext SKLA Level after Waiting 0 Seconds TonextSKLR Level8 after Waiting D Seconds Tonext SKLA Leveld The above configuration means 1 When a caller with SKLR 1 is waiting in queu
233. an 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 Board Configuration TritonT 1 O GW00 r Board Info Board S N 40642TE1S0864 DSP Clock 200 Physical Id 0 Logical Id l4 Board Type Configure Type z Add Remove Mobile trunks Cancel Figure 6 Triton T1 E1 Configuration dialog box For information on adding and removing mobile trunks see Mobile Extension Configuration on page 229 120 MAXCS ACM 6 0 Administration Manual Chapter 11 Board Configuration T1 and E1 Configuration Double clicking a channel group for a Triton T1 board in the Channel Group I nfo pane opens a T1 or E1 Configuration dialog box as in Figure 7 and Figure 8 Board Configuration TritonT 1 0 GW00 Figure 8 Triton E1 configuration dialog box MAXCS ACM 6 0 Administration Manual 121 Chapter 11 Board Configuration 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 lt No Answer gt HW failure lt No Clocks gt Major hardware problem Board i
234. an not be accepted by Carrier From 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 PRI Calling Number can also be used in a mobile extension or IP hop off to PRI trunk so the callee can receive a more accurate caller ID When a PRI span is subscribed a block of DID numbers will be provided by the Carrier The Carrier should be able to accept Calling Numbers in the DID number block However if the numbers are not in the blocks or the digit lengths are mismatched the Carrier might reject the call The PRI Calling Number Setting addresses this issue Choose from three options e Carrier can accept anything as Calling Number default e Carrier can only accept Calling Number with a minimum of n digits e Carrier can accept only assigned numbers as the Calling Number If you select the third option specify assigned numbers by clicking the Add button and entering the numbers To edit or delete a number you added select it and click the Edit or Delete button MAXCS ACM 6 0 Administration Manual 131 Chapter 11 Board Configuration If AltiServ detects the Calling Number is not accepted by the Carrier it will always send the number you enter in the text box at the low
235. an option to find the extension user when the extension is ring no answer Caller still has the option to leave a voice mail if the system is unable to find the extension user Note Options on the tab are disabled unless One Number Access has been enabled as a No Answer option on the Answering tab of the Extension Configuration window gt No Answer Call Handling IV Enable No Answer Handling C Forward to Forward to Voice Mail C Forward to IVR 1 7 Forward to Line Park System z IV Enable One Number Access Figure 9 Enable One Number Access option on the Answering tab Also if the Enable Do Not Disturb option is selected in the Answering tab the call is forwarded to voice mail regardless of ONA settings 210 MAXCS ACM 6 0 Administration Manual Chapter 15 Extension Configuration To configure ONA select the extension number from the Agent Supervisor Extension list then click the One Number Access tab xtension Configuration 100 Physical Agent Agent Supervisor Extension General Group SpeedDiaing Mail Management Notification T Restriction Answering One Number Access Monitor List Type Name Loce pescate gleo og Opon Enabled during business hours only z Forwarding Numbers Physical Kelly Pina 02 1 p Call Screening He pme m roat oee ie Hes Boren Gi Physical Victor Shih 02 0 I Enable Call Screening rom rop down list and enter the number in the
236. anagement To set the codec for a connection among gateways in the same MAXCS server 1 Select a server in the Global Server Location list on the left side of the window 2 Inthe Codec field select the codec to use for a connection to this server from the drop down list Defining I P Networks If your server is behind NAT or you need to regulate WAN VolP sessions you need to do some configuring on the IP Networks tab in Enterprise Manager The tab allows you to specify the following three items for a single server or for member servers in the VolP domain e How many VolP sessions to allow through Public Pipe e How many VolP sessions to allow through Intranet Pipe e NAT support when the server is behind a NAT router The Public Pipe is the WAN connection to the public Internet including IP VPN over WAN The Intranet Pipe is the enterprise WAN connection for example Frame Relay Note The VoIP connections through public or enterprise WAN will work without configuring the IP Networks tab However if the total number of VoIP connections exceeds the WAN bandwidth the voice quality will be affected for all connections It is recommended that you set a limit based on the WAN bandwidth to ensure the voice quality To configure IP networks click the IP Networks tab 324 MAXCS ACM 6 0 Administration Manual Chapter 25 Enterprise VolP Network Management emo gt Logout k Servers Codec User Departm
237. anagement settings define how voice messages are handled for an extension whether the mailbox is information only or is full featured how messages are announced and processed and how much capacity is allotted to message storage MAXCS ACM 6 0 Administration Manual 197 Chapter 15 Extension Configuration To work with mailbox settings select the extension number you want to work with from the Agent Supervisor Extension list then click the Mail Management tab Extension Configuration 100 Physical Agent Agent Supervisor Extension Restriction Answering One Number Access Monitor List General Group Speed Dialing Mail Management Notification 00 sic Ente JT Information Only Mailbox Disable Mailbox J Assign Exchange Integration License 101 IP gent Gilb 102 IP Agent Jim Marke SMTP POP3 Setting 103 IP Global Caro mo E TEn 104 Physical Jim Marke E mailName fext100 IV Retrieve Voice Mail By E mail Client 105 Physical Vi D Poer ES me 107 Physicall Jen r Mail Forwarding Options 108 Physical Allis i 109 Virtual Davi T Enable Mail Forwarding 110 Physical Sale Engin Forward E mail Addre 111 Physical Gib l 112 Physical Mon i T option 112 Remote Trai Message Playback Options Press 0 option h 3 eae m T Announce Message Sender before Playback Forward the call when caller press 0 while ee ee IZ Announce
238. anaging and Using MeetMe Conference Setting the MeetMe Conference Extension Before MeetMe Conference can be used you must assign a MeetMe Conference extension number This extension must be dedicated to MeetMe and is the extension that users will always call to join a scheduled meeting To assign an extension to MeetMe select PBX gt MeetMe Conference Configuration The following dialog box opens MeetMe Conference Configuration xi MeetMe Conference Extension MeetMe Conference Service Started MeetMe Conference Extension Number Connected MeetMe Conference Admin Number NAA Cancel Enter an extension number in the MeetMe Conference Extension Number field Individual client users can view in the client only the meetings that they have scheduled The system administrator can view all the meetings that have been scheduled and can manage these meetings Also only the system administrator can change the invitation template You may want to give someone else the privileges to do these things In the MeetMe Conference Admin Number field you can select the extension of a person to whom you want to give Admin privileges for MeetMe Conference That person will see all scheduled meetings in their client application can manage the meetings and can modify the invitation template 3 Click OK MeetMe Conference Window As system administrator you may or may not schedule meetings This may be left to the individual
239. and Greeting Synchronization Caller using the dial by name feature from any system within the VolP domain can search the entire global directory The global extension s greeting is replicated to all systems within the VolP domain Global Extension Relocation by User When a global extension user travels to any site the user can dial 27 to log in to the local server Enterprise relocates the user s extension setting and voice mail to the local server and activates the extension as a physical extension All member systems receive an update notice from Enterprise Manager to change the routing destination Global DID Number List The DID number field is part of the global extension configuration When a call comes in with a DID number the system looks for a local extension with the same DID number first If the system cannot find a matching local extension it will match the global extension DID number and route the call Global Extension Appearance With proper configuration the IP phone user can see the following information for a global extension in the Vol P domain line state idle busy ring error extension status DND and activity presence This information can be displayed in MaxCommunicator AltiAgent AltiConsole and on the IP phone Limitation For display only user cannot answer calls for the global extension Global Intercom An extension user can dial 93 Global Ext to intercom a Global extension through a SIP tie
240. and Read OE files Service Provider Log Dump Runs SPDump exe to dump the SP log into files and then collects the trace IP Phone Dump Collects the PPhone dump log in AltiServ Log I PP e Stand alone Gateway Trace Collects the trace on the stand alone gateway machine If AltiServ Services are shut down the option is disabled If Trace Collector is running on the stand alone gateway machine this option is hidden because Trace Collector just needs to collect the trace locally Triton DSP Trace Dump Collects the Triton DSP dump log in AltiServ SP Triton Runs TritionDSPDebug exe to dump Triton DSP binary log data runs TATraceDecode exe to convert binary log to text files and then collects the text files AltiConnect Trace Dump Runs acdump exe to dump the AltiConnect Trace and then collects the trace If Trace Collector is running on the stand alone gateway machine this option is hidden Windows Event log Extracts the system and application event log from the Windows system 392 MAXCS ACM 6 0 Administration Manual Chapter 29 Tools and Applications 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 Storage Folder The collected trace package is save
241. anguage Selection Prompt C PostOfice phrases LangCustom phrase0233 1 Default Language 7 2 Mexico Spanish hed 3 Chinese Mandarin 7 4 None E 5 None hi 6 None we 7 None hd 8 None ha OK Cancel Apply Help Figure 4 Configuring feature code 12 to enable a user to change an extension s language selection To configure feature code 12 for language selection 1 2 Check the Language Selection Prompt check box Select the prompt the extension user will hear after pressing 12 You must know the text of this prompt so you can match the languages to the correct numbers in the next step For example the prompt the extension user might hear after pressing 12 might be To change the preferred language for this extension press 1 for English press 2 for Spanish press 3 for Chinese Beside each number select a language from the drop down list that corresponds to the prompt The languages listed are those that you have added to MAXCS on the Language tab of this window For example if you were working from the example prompt in step 2 you would select English beside the number 1 Spanish beside the number 2 and Chinese beside the number 3 The remaining fields would be left as None Feature code 12 must also be enabled in System Configuration gt Feature Profiles tab To enable feature code 12 1 2 In System gt System Configuration gt Feature Profiles tab check the
242. annels 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 The maximum number possible depends of the system CPU performance call volume and usage If a high performance machine is used as the Softswitch server the number of channels can be more than 1000 If you change the numbers in this dialog box you must shut down and restart the switching and gateway services for this change to take effect When the services restart the new configuration appears in the Currently Configured Channels fields The SIP Trunking Configuration button opens the SIP Trunking Configuration dialog box See SIP Trunk Properties on page 151 Configuring the H323SP Board Double clicking an H323SP board in Boards view and then clicking the Board Configuration button opens this dialog box H323 Signaling Channel Configuration EJ Protocol Setting O FastStart Enabled If you change the maximum number of Max Tie Trunk Channel 60 trunk channels you need to reboot the MAXCS system Cancel H323 Tie Trunk Channel Figure 18 H323 Configuration You can change the following parameters e FastStart Enabled The FastStart Enabled option reduces the number of H 323 messages to be sent between two H 323 devices when initiating a call thus reducing the time needed to establish a call There may be a compatibility issue with firewal
243. anual 287 Chapter 22 Workgroup Configuration Queue Management Basic The main differences between Basic and Advanced queue control are the following e You can build a layer of DTMF menu selection option in the Advanced queue control mode A caller can press a digit to hear different prompts or options while in queue e You can have select FIFO First In First Out or LIFO Last In First Out for the queue overflow If you don t have these particular needs the Basic queue mode is recommended The Queue Management tab in Workgroup Configuration allows you to set options for queue phrases and announcements queue overflow routing and quit queue options Options become enabled depending on the Queuing Control selected Basic Advanced and Application Extension Workgroup Configuration 5000 x Group List General Group Member Business Hous Skil Based Routing Mail Management Notification Call Handling Queue Management Queue Overflow Forwarding Setup I Enable Forwardto aa Apea Enon z aN E Queue Phrase IT Calls in queue exceed 20 calls I Use Default System Phrases ripe e idem Piraeel J Expected queue time longer than 10 4 minute s T Service level lower than i x l p Quit Queue Option A Enable Quit Queue Option when caller presses to leave the queue Forwardto Voice Mail r Queue Announcement ind Enable Announcement I Queue Position Vv Enable Quit Queue Option when
244. are the parameters for the Triton T1 Configuration dialog box Parameter Description T1 robbed bit signaling Protocol You can set Protocol to one of the following E amp M Wink Start default e E amp M Immediate Start Ground Start Loop Start For signaling from one board to another only E amp M Wink Start is supported Loop Start Ground Start and E amp M Immediate Start protocols cannot be used for interfacing between two boards Dialing Delay Specifies the delay in milliseconds after trunk seizure and before digit dialing This configuration will slow down the system transmitting digits to the CO by a defined delay to avoid missing digits Do not change this value unless advised Caller ID and DID Collection MAXCS ACM 6 0 Administration Manual 153 Chapter 12 Trunk Configuration Parameter Description 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 Maximum wait time before time out for the system to identify before the first this digit after either the first ring in ground start or loop start digit or the wink in wink start The range is from 1 6 seconds or None with a default value of 3 seconds Do not change this value unless advised None means no Caller ID or DID information will be collected All other options will be grayed out Use this option to disable
245. at you would dial when manually dialing the number e g 914155551212 AltiGen Communications Cancel 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 MaxCommunicator and AltiAgent Defining System Call Restrictions The Call Restriction tab contains settings for the following functions e Block calls to area codes from all extensions e Define local toll free unrestricted area codes e Lock an attacked extension e Block all outgoing trunk calls e Restrict other system users from hopping off to make an outbound call via a tie trunk e Set 10 digit dialing area codes for using trunk access code To set up call restrictions select System gt System Configuration then click the Call Restriction tab MAXCS ACM 6 0 Administration Manual 55 Chapter 4 System Configuration System Configuration xi Account Code Call Reports Country Relevant Audio Peripheral Activity Feature Profiles General NumberPlan System Prohibited Prefixes If you wish to block calls to certain areas from all extensions enter prefix less or equal to 10 digits e g 1900 or 976 Index Prefix a oo 1900 01 1976 02 1809 03 04 05 gt Business Hours Call Restriction Holiday System Speed m Lock Voice Mail Access After 8 false passwords lock the VM for 01 00 00 m Tru
246. ata 17 gt CAS 18 gt CAS 19 gt CAS 20 gt CAS Aes i C Regular ISDN PRI D channel is the 16th Custom ISDN PRI Set D channel NONE B Channel Logical Interface ID Controlled by D chan on Board ID Span ID I Enable Tie Trunk Mexico R2 DTMF IV Enable PR Caller Name NSF Network Specific Facilities None z TE Terminal endpoint identifier Default setting Recommended Mant o Assigned by CO switch Lo ca Figure 2 Data Link Layer country in the E1 R2 Setting field and click OK 400 MAXCS ACM 6 0 Administration Manual 5 Inthe Trunk Configuration window click the Trunk Properties button to open the E1 Channel Configuration window E1 Channel Configuration TritonE1 1 GWoo 3 Channel 13 m T1 E1 robbed bit Signaling Protocol RENAA Dialing Delay 250 4 ms m How to collect Caller ID and DID Set calling party category to 3 Add extra digits before caller ID V DID DNIS z x Caler ID 7 None None z MOr None z None z None 7 None z None 7 call signaling 11111116 K 31 omes ameo Figure 3 Signaling Layer 6 In the E1 Channel Configuration dialog box configure the following fields e Set Calling Party Category to the Calling Party Category indicates the type of calling party for example operator pay phone priority ordinary subscriber
247. atically sets the agent state to Not Ready MAXCS ACM 6 0 Administration Manual 9 Chapter 1 Overview Agent Auto Logout When RNA when a workgroup call rings an agent and is not answered this feature automatically sets the agent state to Logout for that particular workgroup 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 Inter Call Delays can be used to set delays before the system sends the next call to an extension after the agent finishes an outbound call or other non workgroup call activity Login Logout Keep Login Status on system startup or reboot all group members can be set to the Login or Logout state at system startup or reboot By default group members are set to Keep Login Status Multiple Queue Announcements allows each group to have its own set of unique audio announcements Up to five announcements can be configured for each group The intervals between announcements can also be configured Multiple Workgroup Membership allows each extension to belong to multiple
248. be Transferred or Conferenced to an Outside Number JT Allow User to Configure Forwarding Notification and Reminder Call to an Outside Number I Allow Outside Caller to Make or Return Calls from within Group s VM System JT Allow Outside Caller to Make or Forward Intemational Calls from within Group s YM System Add Delete Appi Cancel Apply Help Figure 1 Huntgroup Configuration window Overview of Huntgroup Configuration Window These are the tabs in the Huntgroup Configuration window General add or delete a hunt group assign a group name password and DID number Group Member add or remove members from huntgroups Mail Management capacity and feature options for hunt group mailboxes Notification preferences and options for voice mail notification Call Handling call forwarding call waiting and call handling preferences and options Queue Management options for setting default or custom phrases used as queue announcements Apply to Button The Huntgroup Configuration window often allows you to apply changes to a particular hunt group or to select many huntgroups to which to apply the changes The Apply to button is disabled unless there is a change that can be applied to multiple hunt groups and when you use it to apply changes to multiple hunt groups it works on only those changed attributes that can be applied Setting Up Huntgroups Set up new huntgroups in the Huntgroup Configurati
249. beep check Play Extension Greeting VM Mailbox Allows the caller to log in to the voice mail system to Access retrieve voice mail or change personal options from the outside This option is assigned to the key at the top level of each AA by default Adv System Call Back Allows outside caller to dial into the system enter a call back number hang up and wait for the system to call back The system will request the caller to enter an extension and password for authentication The call back number needs to include the toll call prefix and area code for long distance and international calls The trunk or route access code is not required when entering a call back number Adv Collect Digits See the discussion below on Collecting Digits Adv Advanced Call Router When selected the system will hand over the call to the Advanced Call Router application through the SDK API interface The ACR application needs to log in to a virtual extension with the correct password If the ACR application fails to connect the system will execute the sub level amp as a fail action Adv Application Process Control When selected the system will hand over the call to the APC Application Process Control SDK through an application extension as a control extension An SDK APC based application needs to log in to the application extension to receive the call If the APC application fails to connect th
250. ber server you want to declare Select VoIP gt Multi Site Domain Configuration The Enterprise Location Manager window opens Check the Allow this server to be added to domain check box Enter the name of the VoIP domain that you want this server to be a part of MAXCS ACM 6 0 Administration Manual The name of the server and the name of the AltiGen product appear in the top box Enter a member key for this server The Member Key is the security password when the Domain Admin adds this server into the domain To reduce the complexity of administration you can use the same key for all member systems 333 Chapter 25 Enterprise VolP Netwo Enterprise Location Manager General rk Management ile EI Crenvate From oman A Location Name Building 53421 2 Switch Type AltiWare ACM Domain Membership R Allow this server to be added to domain Domain Name _ VolPDOMAIN Member Key EARRA Domain Information Current Domain Name None Server Role Stand alone c Create domain and join as master Apply c Close 6 Click Apply then click Close Repeat these steps for each server you want to make available to the VolP domain To actually add a server to the domain using Enterprise Manager see Adding a Server to a VolP Domain on page 335 Working with Servers in the Domain In the Global Server Location panel in Enterprise Manager you can add a
251. ble keys plus the Display Workgroup Status field on the Alti P 600 and IP 705 Programmable key settings are described in the next table IP Phone Configuration INACTIVE 302 INACTIVE M Play Tone Rgs TF Play Tone F Play Tone I Play Tone Be Be eee Apply To Figure 2 IP Phone Configuration window IP 705 tab and IP 710 tab 226 MAXCS ACM 6 0 Administration Manual Chapter 17 AltiGen IP Phone Configuration Parameter Description Program Use the drop down list to assign one of the following functions mable to the desired keys 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 You can select the Play Beep Tone check box to also have the IP phone play an audible beep or one of several different ring tones when the extension number is ringing Note The BLF feature can be assigned only to internal extension numbers not outside numbers Feature Code when selected enter an AltiServ feature code in the field below this will be associated with the corresponding programmable key to dial this feature code Admin Defined when selected this programmable ke
252. cal state and federal privacy laws It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws License Assignment Choose Concurrent Session or Dedicated Seat for the selected extension e Concurrent Session When this extension is in recording state a recording license is consumed otherwise a recording license is not being consumed by this extension e Dedicated Seat Assigns this extension a recording license for its exclusive use The license is consumed whether or not the extension is recording Recording Options for Non Workgroup Calls Disable No recording of non workgroup calls Auto record to central location Records all non workgroup calls which are saved to a centralized location defined in System gt Recording Configuration see To Enable and Configure Centralized Recording on page 104 this option requires either a shared Concurrent Recording Session license or a Dedicated Recording Seat license to be available Record on demand to central location Records non workgroup calls on demand which are saved to a centralized location defined in System gt Recording Configuration see To Enable and Configure Centralized Recording on page 104 this option requires either a shared Concurrent Recording Session license or a Dedicated Recording Seat license to be available Record on demand to extension VM Records non workgroup calls on demand whi
253. call is parked Allow 51 to pick up when this check box is checked it allows a user to pick up parked calls from a phone set using 51 followed by the Park Line ID To delete a Line Park Group 1 Inthe Line Park Configuration window select a Line Park Group from the Groups list 2 Click the Delete button below the Groups list MAXCS ACM 6 0 Administration Manual 259 Chapter 21 Line Park Configuration 260 MAXCS ACM 6 0 Administration Manual CHAPTER as 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 One agent login to multiple workgroups requires only one license Each workgroup can have up to 512 members configured A maximum of 256 agents can log in to a workgroup at the same time Per system a maximum of 256 agent seat licenses can be registered Per system including all workgroups a maximum of 1 280 logged in agents are allowed Example 128 agent seats registered in the system 256 agents are configured in 10 workgroups but only 128 can be logged in at the same time Each agent belongs to 10 workgroups The
254. caller r i presses 0 to leave the queue Expected Queue Time Initial Expected Wait Time Z minute s Forwardto Operator Initial Sample Call Count i0 i zi L L Priority Promotion Supervisor Queue Control I Promote priority by 1 for every E0 seconds I Allow Redirect Call Chanae Priority Apply to Cancel Apply Help Figure 11 Workgroup Configuration Queue Management tab Basic Queue Control When Basic is selected in the Queuing Control field the following queue management options are available Setting Queue Phrase Options For each workgroup you can either use the system default phrases or you can set up a custom configuration The default audio phrases are discussed in Audio Peripheral Configuration on page 62 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 288 MAXCS ACM 6 0 Administration Manual Chapter 22 Workgroup Configuration Queue Position When checked the system will tell the caller which position the caller is at in queue Do not check this option if you assign different priorities to different calls based on DNIS CID or AA selection Do not check this option if you configure matching a caller s SKLR to an agent s skill level Queue posit
255. ccept local and emergency calls The system has a T1 digital trunk from a long distance carrier that can only accept long distance calls The administrator segmented local trunks into two routes Local Analog and Local T1 A Long Distance T1 route is created for the T1 from the long distance carrier When a user makes a local call the administrator wants the system to use local T1 trunks first If local T1 trunks are busy then the system uses local analog trunks When a user makes an emergency call the administrator wants the system to dial out from local analog trunks first If local analog trunks are busy the system uses the local T1 trunk Working on Dialing Patterns If your system is using a route access code most likely you have one of the following situations Your area may have multiple 10 digit dialing area codes Your area may have both 10 digit and 1 10 digit dialing in a same area code Your system needs to borrow another system s trunk to make an outbound call over an IP or tie trunk MAXCS ACM 6 0 Administration Manual 177 Chapter 14 Out Call Routing Configuration e 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
256. ccess Feature Access Operator Invalid no action IP Trunk Access Route Access Trunk Access Defines how to get a PSTN trunk line to dial an outside number 9 is the default trunk access code If you have a more complicated dialing number and routing plan change 9 to the Route Access code and configure the Outcall Routing table Feature Access By default is set to Feature Access which is used as part of feature access codes In addition you may also set 1 9 or to Feature Access For example if 7 is set to Feature Access Station Login 27 can also be accessed using 727 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 328 and set the VoIP codecs as discussed in Setting VolP Codec Profiles on page 320 Note After setting the IP Trunk Access code here you should set the Trunk Access Codes of any 30 port VolP boards to None on the General tab of the Trunk Configuration window see Setting General Trunk Attributes on page 146 This will prevent users from directly accessing the 30 port boards which use the G 711 codec only for calls to MAXCS servers or other gateways that may require the G 723 codec If you still want users to have access to this trunk for outgoing calls you can set it up through out ca
257. ce steam so that both sides can hear Notes e Make sure you have enough VoIP resource boards e The more signal channels the more system memory and CPU power required Proper planning is essential e Changing the number of signal channels requires that you stop and restart the switching and gateway services e SIP Trunking Channel requires a license to activate Configuring the SIPSP Board Double clicking a SIPSP board in Boards view and then clicking the Board Configuration button opens this dialog box SIP Signaling Channel Configuration xi r SIP Extension Channels If you change the Current Configured Channels j 00 number of SIP extension Change Number of SIP Extension Channels to 400 or tie trunk channels you must stop and r SIP Tie Trunk Channels Connecting AltiSery to AltiServ YolP calls restart the switchin gan d Current Configured Channels fioo gateway services Change Number of SIP Tie Trunk Channels to fi oo r SIP Trunking Channels Connecting 3rd party SIP Dial Tone to AltiServ 5 Current Configured Channels E Currently Licensed Channels E SIP Trunk Configuration Note Changing number of SIP extension or tie trunk channels requires stop and re start switching and gateway services Cancel Figure 17 SIP Signaling Channel Configuration dialog box MAXCS ACM 6 0 Administration Manual 133 Chapter 11 Board Configuration The number of configured channels and licensed ch
258. ceeded the allowable service level limits You can set the value to any number between 1 1200 seconds Service level is a service quality index which calculates the percentage of calls serviced within a defined threshold for the defined period of time The term serviced may not necessarily mean answered You can define the calculation method based on your operation requirements The service level percentage is calculated from midnight 00 00 a m and is reset daily The calculated number will be output to the AltiAgent and AltiSupervisor applications The Service Level Calculations Options button opens the following dialog box xi r Method Options TSL Total Call Service Level ASL Answered Call Service Level Customize Customize Options IV Answered Call within Service Level r ervice Level M Total Answered Call I Total Abandoned Call I Total Overtlowed Redirected Call Cancel Figure 2 Service Level Calculation dialog box In the Method Options section select one of the following e 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 e ASL Answered Service Level the service level calculation is ASL Total WG inbound calls answered within SLT Total WG inbound calls e Customize use the check boxes to enable at least one of the following three options Answered Calls within
259. cessary 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 e 6 party conferencing When an extension is trying to make a conference call the system will try to use the conference bridge on the resource board first If conference bridges on the resource board are all busy the system will use the conference bridges on the extension board analog or VoIP board e Workgroup supervisor silent monitoring barge in and coaching For example if two supervisors are coaching agents only 10 bridges are left for 6 party conferencing Notes If a supervisor tries to perform silent monitoring barge in or coaching and there is no resource board in the system the supervisor will hear an error tone If the supervisor is using an IP phone then Connect Voice Stream to Server should be checked in the Extension Configuration window so that the system can pull the caller and agent s voice stream to the resource board to allow the supervisor to tap into the conversation IP Extension V Enable IP Extension IV This option is in the Dynamic IP Address Static IP Address Extension Configuration window Logon IP Address 0 0 0 0 Home Media Server ID 01 X Using the Triton MeetMe Conference Board The Triton MeetMe conference board requires no
260. ch Writer Language Default Language Feature Profile Iv Enable DialBy Name V Enable Interc Using DNIS to Set the Language If your company has multiple phone numbers you can configure MAXCS to direct a caller to prompts in a selected language based on the phone number the caller has dialed To direct specified DNIS calls to a selected language AA or extension Gre NS Select PBX gt In Call Routing Configuration gt DNIS Routing tab Click the Add button to add a number Select where you want to route callers who have dialed that number Select the appropriate language from the Language Setting drop down list Click Apply MAXCS ACM 6 0 Administration Manual 101 Chapter 8 Multilingual Configuration In Call Routing Configuartion x DNIS Routing Caller ID Routing m Name U fuk English 8002584402 Spanish Direct Line 8002584401 English Direct Line Woikdays During Business Hours C Route Incoming Calls to Extension z Route Incoming Calls to AA 1 X Route Incoming Calls to Operator Workdays Outside Business Hours Route Incoming Calls to Extension z Route Incoming Calls to AA 1 ad C Route Incoming Calls to Operator Non Workdays C Route Incoming Calls to Extension r Route Incoming Calls to AA l 1 X C Route Incoming Calls to Operator Add Delete Cal Piorty Call Skill Level Requirement I Set Cal Priority 5 J M setcanskin
261. ch are saved to the extension s voicemail box No license is required for this option Note The recorded file will not be forwarded to e mail as an attachment even if mail forwarding is enabled to forward voice mail to e mail Record X out of 10 calls If recording to a central location automatically records all incoming non workgroup calls at a specified interval for every 10 calls Group calls are not recorded For example if you set to record 4 out of 10 calls the 1st 4th and 11th 14th and so on will be recorded The shaded calls will be recorded in the following example HFAA a bo Bs Bale Sl ieee ae a is w in in our our SUNN NINN OUT Insert Recording Tone Plays a recording beep to alert the parties that the conversation is being recorded Note 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 Except for license assignment the recording setting in Extension Configuration only applies to non workgroup calls The recording setting in Workgroup Configuration only applies to workgroup calls To allow an agent to record all calls non workgroup and workgroup both recording settings must be enabled 190 MAXCS ACM 6 0 Administration Manual Chapter 15 Extension Configuration Physical Location and Type You can change the extension s type and location Type Physical Extension
262. ck the Change to Global button Note You must take the voice mail box and extension configuration into consideration when you change an extension to Global In making this change you will be deleting the voice mail box and extension settings on the home system of the other Local extension A warning box will pop up when you click the Change to Global button asking for confirmation 340 MAXCS ACM 6 0 Administration Manual Chapter 25 Enterprise VolP Network Management ee xl Resolving this will 1 appoint an extension in this system as a global extension 2 convert any other extensions with this same number in other systems to remote extensions 3 The voice mail and some settings will be lost for the converted extensions Are you sure Yes No 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 Situation 1 One Global and no conflict Before you make the change extension 100 s scope is as follows Ext System A System B System C 100 Global Remote Remote After you change extension 100 to
263. commended Line Coding e Alternate Mark Inversion AMI e B8ZS recommended Physical Termination e RJ 48X or RJ 48C Wire e 4 wires PRI Channel Assignment D Channels Assignment 24th channel channel ID 23 Note MAXCS can configure any channel in a PRI span to be the D channel The default setting is the last channel Every span should select a D channel within the span Shared D channel NFAS or back up D channel is not supported Hunting Most Idle Least Idle Ascend Descend DNIS Digits can be 3 to 10 digits CSU DSU Requirements The CSU channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX A CSU can terminate signals repeat signals and respond to loopback commands sent from the central office MAXCS ACM 6 0 Administration Manual 417 Service Parameters Request I nformation 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 I nformation e PBX Manufacturer AltiGen Communications Inc e CSU DSU ADTRAN T1 ACE recommended or other CSU DSU Technical Information for E1 with Voice Switch Type e Austel TS014 e ETSI NET5 recommended e NT DMS 100 Framing e No CRC recommended e CRC4 Line Coding e Alternate Mark Inversion AMI
264. configuration Board resources are available when it is installed You do have to assign a MeetMe Conference extension select PBX gt MeetMe Conference Configuration One MeetMe conference board is supported in a system Note In a multiple gateways installation the MeetMe conference board can be in any gateway server Configuring the Triton Analog Station Board Double click the Triton Analog Station board in the Boards window to open the Board Configuration window similar to Figure 2 on page 116 See attribute descriptions below Figure 2 Note the following additional information e Double clicking a channel in the Channel Mapping List opens a Triton Analog Line configuration dialog box See Triton Analog Station Line Properties on page 191 MAXCS ACM 6 0 Administration Manual 117 Chapter 11 Board Configuration Clicking the Board Configuration button opens a configuration dialog box that displays the board s serial number DSP clock physical and logical IDs Board Configuration Triton12E 7 GWo00 r Board Info Board S N TA4 ENGR20 DSP Clock 154 Physical Id 7 Logical Id 9 Board Type Configure Type z Cancel Figure 3 Board Configuration dialog box 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 The 8 port card supports only loop start LS T
265. configurations for all your Vol P domain servers from Enterprise Manager Along with the above configurations the multi site administrator will use Enterprise Manager and the VoIP menu in MaxAdmin to do the following e Create the VolP domain e Define the VolP domain Master e Join servers to the VolP domain e Manage VoIP domain users Define global least cost routing MAXCS ACM 6 0 Administration Manual 315 Chapter 25 Enterprise VolP Network Management Understanding Vol P Bandwidth Requirements Before starting VoIP related configurations it is helpful to have some understanding of VolP bandwidth requirements so that you can plan your VolP deployment properly Also see Chapter 24 Network Configuration Guidelines for VolP on page 307 The data network bandwidth required to carry VoIP depends on the following factors e Codec and Compression This is the encoding of analog voice to digital form decoding of digital form to analog wave form and compression of digital form to a smaller size MAXCS supports three type of codec G 711 G 729AB G 723 1 Packet Length Frame Size The size of the voice frame data payload transmitted in a packet For G 711 and G 729 you have choice of 10 20 and 30ms lengths For G 723 1 the packet length is a fixed 30ms A larger packet length decreases the transmission overhead However it will increase the latency and have a negative effect on the voice quality if a packet is lost d
266. control and program the following areas for each type of AltiGen IP phone Specify the server IP address that the IP phone needs to register Protect the IP phone configuration with a password Prevent the user from changing the configuration from the IP phone Configure the Trunk Access Route Access code Configure the time zone and time format Specify the TFTP server for firmware updates Force the IP phone to reset and download new firmware Configure programmable keys Allow the IP phone to receive workgroup real time status To configure the AltiGen IP phone select PBX gt AltiGen IP Phone Configuration MAXCS ACM 6 0 Administration Manual 223 Chapter 17 AltiGen IP Phone Configuration This opens the AltiGen I P Phone Configuration window where after setting up an IP extension you can set parameters for the extension IP Phone Configuration x General IP 710 1P 705 1P 600 INACTIVE 114 INACTIVE Generalno Time Display 130 ACTIVE 600 s Offset 132 ACTIVE 600 Version ites 00 00 E 180 INACTIVE y 220 INACTIVE Ake 0 0 0 0 Format 03 00PM 12H i 226 INACTIVE 228 INACTIVE I Enable Configure Password TFTP 229 INACTIVE ay 231 ACTIVE 710 Server 0 0 0 0 236 INACTIVE 242 ACTIVE 710 r Default Trunk Access Code 243 INACTIVE I ResetIP Phone Boot Download 244 INACTIVE 9 hasi 248 INACTIVE 254 INACTIVE Debug NAT Setting 256 ACTIVE 705 s 258 INACTIVE T E
267. ctions restricts users from dialing specific long distance area codes and phone numbers Reduces the risk of toll fraud Caller ID fully supports the Bellcore Caller D standard and displays alpha and numeric caller ID and name on a standard analog telephone with a display Up to 64 characters are transmitted and displayed If your local exchange carrier provides enhanced caller ID such as caller name this information will also be displayed Caller I D Routing the system administrator can define Caller IDs in a routing table and set different routing options Centrex Transfer allows the user to transfer or forward calls to an external telephone number Once the transfer is complete the trunk lines are released Conference Call Station the system supports conference calls with up to 6 parties including the dialing extension You can speak privately to each person before adding the person to the conference The conference initiator can mute conference members from MaxCommunicator and AltiAgent Conference Call MeetMe multiple parties can call into a pre scheduled conference bridge to join a conference call The conference host can mute or drop conference members 6 MAXCS ACM 6 0 Administration Manual 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 v
268. d the System Main Number as configured on the General tab of System Configuration which will be displayed on the user s pager The operator is also given the option to repeat these numbers by pressing MAXCS ACM 6 0 Administration Manual 203 Chapter 15 Extension Configuration Outcall to Cellular or PCS Phone Numbers When an outcall is made by the system for One Number Access Message Notification Zoomerang Call Forwarding and so on to acellular or PCS phone it may ring the phone once but not necessarily present the call and make a connection This will happen if the ringback tone played by the cellular service provider does not conform to standard ringback tones To work around this problem append a few commas to the outcall cellular number when entering it Each comma provides a one second pause Setting Notification Timing When notification is configured to an outside phone number the system will announce This is the outcall notification message for after call connection However there are situations when the system may not be able to receive an answer supervision signal from the carrier If the system plays the announcement phrase before the notification call is answered the phrase will be cut off The following two options can be configured based on answer supervision capability e Seconds after Dialing f the carrier of the outside phone number cannot provide an answer supervision signal check t
269. d Recording Seat license is assigned to each workgroup member configured in Extension Configuration Record on demand to extension VM records calls on demand which are saved to the agent s voicemail box Note When retrieving voice mail as an e mail if the voice mail file has a recorded file attached the recorded file is not forwarded in the e mail Insert Recording Tone plays a recording beep to alert the parties that the conversation is being recorded Record X out of 10 calls If recording to a central location automatically records incoming and outgoing workgroup calls as specified The default is to record all workgroup calls To see this option click the Agent Recording Management button This opens the following window Centralized Recording Record N out of 10 calls 196 Monique IP Enabled Concurrent Session 10 235 Martin Quarrington Enabled Concurrent Session 10 205 lan McBride Enabled Concurrent Session 10 215 Matt Rosenblatt Enabled Concurrent Session 10 275 Matt R s Pager Enabled Concurrent Session 10 233 Marty IPT alk Enabled Concurrent Session 10 You can 210 lanMcbride Mobile Enabled Concurrent Session 10 281 Ben Kaufman Enabled Concurrent Session 10 change these values Note Agent Recording License can be assigned from Extension General page APPLY Cancel For each agent you can change the option Record N out of 10 calls For example if you set to record 4 out of 10 calls the 1st 4th and 1
270. d Service USA Canada AT amp T TR 41449 41459 Restart 414 MAXCS ACM 6 0 Administration Manual APPENDIX 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 I nformation 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 When ordering T1 service provide the following service request information Equipment I nformation e PBX Manufacturer AltiGen Communications Inc e CSU DSU ADTRAN T1 ACE recommended or other CSU DSU Technical Information for T1 with Voice Signaling Protocol e E amp M Wink Start recommended e E amp M Immediate Start e Ground Start e Loop Start not recommended Trunk Type e DID e 2 Way DID recommended e DOD Framing e Super Frame SF D4 e Extended Super Frame ESF recommended Line Coding e Alternate Mark Inversion AMI e B8ZS recommended MAXCS ACM 6 0 Administration Manual 415 DNI S Caller ID DTMF Dual Tone Multi Frequency Physical Termination RJ 48X or RJ 48C Wire 4 wires 800 Service e You decide Termination mpedance 100 ohms Type of Registered Services Provided BN 1 544 Mbps SF without power DN 1 544 Mbps SF B8ZS
271. d c AltiServ exe if MAXCS is installed on c drive to your system environment path through Control Panel gt System gt Advanced tab gt Environment Variables gt System Variables after finishing the MAXCS installation but before restarting your system MAXCS ACM 6 0 Administration Manual 27 Chapter 2 System Requirements and Installation Error Message Solution Failed to upgrade AltiServ databases The previous database may be corrupted Restore the last known working database and try again If error persists contact your Authorized AltiGen Dealer 28 MAXCS ACM 6 0 Administration Manual CHAPTER Getting Around MaxAdministrator This chapter gives a brief overview of MaxAdministrator MaxAdmin the program used to configure and administer the MAXCS ACC ACM applications MaxAdmin has a graphical user interface with tabbed windows that makes it easy to use Use it at the MAXCS ACC ACM system or use it remotely on any other PC on the LAN Note The commands Services gt Utilities gt System Data Management and Services gt Shut Down All Services cannot be performed remotely Logging In and Out To configure and administer a MAXCS ACC ACM system log in to MaxAdmin 1 From the Windows Start menu select All Programs gt Max Communication Server ACM gt MaxAdministrator 6 0 The Select Server dialog box appears select server ES Enter or select the name of the Alti
272. d imposes restrictions when necessary For example if the international toll call prefix is 011 and a user attempts to make an international call from an extension without international call privileges the call will be terminated as soon as the user dials 011 after the trunk or route access number The caller hears an error tone The toll prefixes set here should match the dialing plan prefixes for the country set in the General tab see Setting General Parameters on page 42 You can set the following toll call prefixes e 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 MAXCS ACM 6 0 Administration Manual 61 Chapter 4 System Configuration Setting Emergency Numbers The number in the Emergency Number field will have the system automatically find a trunk to process the call without the extension user dialing a trunk access code first You may enter up to three emergency numbers in the appropriate fields Note This feature works with both trunk access code and route access code Dialing Plan Rules for Non North American Country If your MAXCS system is in a country other than the U S A or Canada you can configure a call return rule based on the cou
273. d in this folder The format of the file name is CaseNumber_Year_Month_Day_Hour_Minute_Second _ComputerName zip If the trace package is collected by 66 the format of the file name is 66_Year_ Month_Day_Hour_Minute_Second _ExtesionNumber zip Free Space Displays the free space of the drive where the storage folder is located The folder must be in a local drive Change Storage Folder Pops up a folder browser window to select another storage folder After the change Storage Folder Free Space and the package list are refreshed to reflect the status of the new storage folder Explore Storage Folder Opens the storage folder in a new explorer window Upload Package to FTP Opens an FTP configuration dialog box After you complete the required configuration Trace Collector uploads the selected package to the AltiGen Tech Support FTP site Apply Configurations to 66 Apply time period trace category and storage folder to feature code 66 Trace Collecting Limitations If you run Trace Collector on MAXCS installed machine e If AltiServ is not running Trace Collector can only collect the trace of this machine The traces in memory such as AltiConnect Trace Dump and Service Provide Log Dump and Stand alone Gateway Trace will not be collected e If the default gateway is not running the traces for Triton DSP Trace Dump will not be collected If AltiServ is running and an attached remote gateway is not running or a
274. d it to another group Group Voice Mail transfer the caller to the workgroup voice mail when the first available agent does not answer the call Member Voice Mail transfer the caller to the first available agent s voice mail if this agent does not answer the call AA take the call out of the workgroup and forward it to an auto attendant Line Park take the call out of the workgroup and forward it to a Line Park group 284 MAXCS ACM 6 0 Administration Manual Chapter 22 Workgroup Configuration Set RNA Agent Auto Logout Check Box Select this option to have the system automatically log out an agent extension from a workgroup if RNA is encountered Set RNA Agent Not Ready Check Box Select this option to have the system automatically set an agent s extension in a workgroup to not ready 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 The number of rings is the total number of times agents are rung before the call is handled by the Group RNA Logout Handling configuration Setting I ntraGroup Call Distribution The IntraGroup Call Distribution options let you set the handling of normal inbound calls how to route the incoming call to a workgroup agent using one of the following options Intra Group Call Distribution Ring First Ava
275. d 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 Enterprise Manager Route Jol x Logout Servers Codec User Department Global LCR Help About Global LCR Route Access Code must be configured in Number Plan and Hop ofin the IP Dialing Table must be enabled in order to use this feature E164 Number pattern consists of country code or country code plus area code Enabled E 164 Number Patiern Calling From Transit Through Default resent D EE All servers HQ in US Yes oC 44 All servers Branch in UK Yes aca D Cea 2 On the Global LCR screen click the Add button The Add Route dialog box appears 346 MAXCS ACM 6 0 Administration Manual Chapter 25 Enterprise VolP Network Management x E Enable E164 Number Pattern he a N Source Site All servers v MAXIOOOALPHA Target Site Spee _ Ok Cancel 3 Fill in the dialog box and click OK Parameter Description Enable Check this check box to enable the configuration E 164 Number E 164 is the ITU standard format for international Pattern telephone numbers Enter a country code and area code For example the number pattern for a site in Fremont Calif would be 1510 the country code 1 followed by the Fremont area code 510 Source Site Select the server from which the c
276. delines for AltiGen IP Phones 309 Configuration Guidelines for NAT sssaaa aaa es 309 Private Network Configuration Example 00 00000 eee 309 VPN Network Configuration Example 2 000000 311 CHAPTER 25 Enterprise Vol P Network Management 00000ee eeu 315 Understanding VolP Bandwidth Requirements 0 00000005 316 Opening Enterprise Manager 00 ce 317 Changing the Enterprise Manager Password 000 eeu eeuuee 319 Setting VolP Codec Profiles anaa aaa ee 320 Assigning Codec Profiles to IP Addresses 0 00 eee eee eens 322 Defining IP Networks 00 0020 324 viii MAXCS ACM 6 0 Administration Manual Defining Your Network saaana ee 325 Configuring a Public or Intranet Pipe 2 2 0 00 00 a 326 Configuring AltiServ Behind NAT 2 00000 327 Defining the IP Dialing Table 2 0 0 0 00000000000 328 The Multi site VoIP Domain asaan aa ee 331 Creating a Multi site VoIP Domain 2 00 000 eee 331 Declaring Additional Servers for the VoIP Domain 333 Working with Servers in the Domain saasaa aaa a ee 334 Adding a Server toa VoIP Domain 0 0 00 cee es 335 Rejoining a Server to the VoIP Domain 000002 eees 336 Managing Domain Users ouaaa aaa ee 337 The Scope of an Extension in the VoIP Domain 4 338 Changing an Extension s Scope from Local to Global
277. dentifier database in PSAP e Have the callback number in case the call is disconnected Note Do not select the E911 option for a T1 CAS or PRI trunk T1 CAS cannot transmit the ID PRI trunk will transmit calling party s ID automatically When the E911 option is checked this trunk will no longer receive inbound calls and only 911 calls will go out through this trunk Each state may have different E911 regulations and requirements Please check with the local authority to understand what is required by law e Phone Number If this trunk is an analog or T1 CAS trunk this field is used for labeling purposes only Enter the number without area code in this field If this trunk is a PRI trunk the system will output this number to the carrier as the calling party Calleri D PRI trunk transmitting caller ID rules 1 If extension has Transmitted CI D configured this number will be transmitted first If not configured go to next If extension has DID Number configured the 10 digit DID number will be transmitted If not configured go to next If PRI trunk channel has area code and caller ID configured this number will be transmitted If not configured go to next PRI will transmit the system home area code and main number defined in System Configuration General tab Description Descriptive information such as the company name for the assigned Phone Number or appropriate agency if this trunk provides 911 access T
278. der Message by Calling a Phone C Pager C Extension C CustomApp Any For Phone and Pager options choose the trunk access code from the drop down list and enter the number in the edit box e g 14155551212 For Custom App options choose the log on extension from the drop down list to send the notification event Notes The Reminder Call can not work in this selection Add Delete Send Notification or Reminder Message r Schedule ck second after NonBusiness Hou Dialing C Fom 20AM H To 20AM fo Seconds aher ele a Answer ime G by Apply to Ok Cancel Apply Help Figure 9 Workgroup Configuration Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System 280 MAXCS ACM 6 0 Administration Manual Chapter 22 Workgroup Configuration Note You can use Apply to to apply mailbox settings to one some or all workgroups See Apply to Button on page 265 for more information on using Apply to Setting the Message Types for Notification Select the types of messages for which the workgroup user will be notified None selected the user is not notified with a call regarding newly received messages Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received Urgent Voice Messages Only All Voice Messages Please note that the sy
279. dress range and define the Pipe as Intranet If the AltiGen system and this intranet are behind the same NAT router you need to check the Private Network check box If you have VPN service over public WAN you must enter the VPN IP address range and define the Pipe as Public If the AltiGen system and this VPN IP addresses are behind the same NAT router you need to check the Private Network check box All undefined IP addresses fall into the Public Pipe range and are subject to bandwidth control if the public pipe bandwidth control is enabled When AltiServ is behind a NAT router and you do not check the Private Network check box IP phones may not function MAXCS ACM 6 0 Administration Manual 325 Chapter 25 Enterprise VolP Network Management To define an address range 1 Click the Add button in the IP Network panel The Add IP Network dialog box appears From 127 0 0 1 To 127 0 0 255 Pipe Coa 9 x a OK Cancel Fill in a range of IP addresses Select the pipe for this IP address range If this is a private network check the Private Network check box Click OK Ow MN To edit a network you ve added select it and click the Edit button To remove it select it and click the Remove button Configuring a Public or Intranet Pipe If you want to regulate how many VoIP sessions can be connected to the server through a Public or Intranet Pipe 1 Inthe Public Pipe panel check the Enabl
280. e fit or x Caller ID x or v Dionis x None 7 NM Or DID DNIS x None 7 None N one z None 7 Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID DNIS incoming sequence window m How to collect Caller ID and DID Max seconds before the first digit E seconds x Max seconds between digits fi second x V Incoming sequence E x Caller ID x f x DID DNIS x None z M Or DID ONIS x None z None 7 Nor e a None z 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 e The system waits 3 seconds for the first digit to arrive If the symbol is a it continues with the first sequence Otherwise it looks for a match to the first and only symbol in the second sequence the DID DNIS number For the example let s say the system receives the It then waits 1 second between each digit for the next digit until all digits are received The symbol is a delimiter between Caller ID and DID digits In this example the MAXCS ACC ACM system is expecting either the sequence CID DID or only DID digits for incoming calls If no match is found for either sequence no Caller ID or DID digits are collected MAXCS ACM 6 0 Administration Manual
281. e before running some utilities and tools and to apply certain configuration changes To start all AltiGen services click the Start All AltiGen Services button Trace Collector The Trace Collector is for use by experienced technicians It collects trace for diagnostic purposes and lets you upload the results to AltiGen Technical Support right from the Trace Collector dialog box Technicians can run the Trace Collector tool from the Windows Start menu and also from MaxAdmin s Diagnostic menu Log in with the super technician password jazzy and then the current password when logging into MaxAdmin This enables the diagnostic menu options Note Trace Collector is not available from an MaxAdmin installed in a remote machine The Trace Collector first examines the running status of AltiServ and the gateway and then checks whether each trace status is on or off If a trace status is turned off the AltiGen system will not produce those traces A message box pops up if AltiServ and the gateway are not running or an important trace status is off 390 MAXCS ACM 6 0 Administration Manual Chapter 29 Tools and Applications Time Period for Extension Feature 66 2 Hours r Collecting Trace Case Number 43457 Required Problem Ext 100 made a call to an outside number 8008882222 at 10 32 a m 11 22 06 Description The call disconnected while ext 100 was trying to transfer the call to ext 105 Time Range Trace Cate
282. e information on using this feature Callback I nterview the System will record the caller s callback number and will prompt the caller to record a message into the voice mail box of the workgroup Note This option is only available to external callers Priority Promotion To prevent calls with lower priority staying in queue forever causing high abandon rate or lowering service level you can set priority promotion to enhance a caller s position in queue Check the box and enter the proper time interval in seconds Supervisor Queue Control When the Allow Redirect Call Change Priority check box is checked this allows a workgroup supervisor to redirect queue calls or change the call priority of queued calls using the AltiSupervisor application 290 MAXCS ACM 6 0 Administration Manual Chapter 22 Workgroup Configuration Queue Management Advanced When Advanced is selected on the Queue Management tab the Setup button becomes available Workgroup Configuration 103 x Group List General Group Member BusinessHous Skil Based Routing Mail Management Notification Call Handling Queue Management ig Cust Serv1 Queue Control gt Queue Overflow Forwarding 204 Tech Support Setup NI Enable Forward ta z C Application Extension z oe E I Calls in queue exceed 20 4 calls Expect erthan 10 a minute s si 100 4 25 Quit Queue Option Enable Quit F
283. e using a maximum of 63 digits e Custom App when used in conjunction with a third party notification application the Custom App feature enables an extension to connect to an application that can receive the notification event use the drop down list to choose the log on extension to which the third party application is connected Contact your local AltiGen dealer for more information on using this feature Note The Reminder Call will not work with this selection Note also the following considerations e 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 lt phone number gt lt pager number gt format For example if the phone number to call the pager operator is 7654321 and the pager number to page the user is 12345678 the notification outcall number that needs to be entered is 7654321 12345678 When the pager operator answers the Message Notification call MAXCS announces the pager number and the System Main Number as configured on the General tab of System Configuration which will be displayed on the user s pager The operator is also given the option to repeat these numbers by pressing Outcall to Cellular or PCS Phone Numbers When an outcall is made by the sys
284. e Admin who logs in this way can make changes on this member server only Enter the MaxAdmin password for the member server Enter the member server s IP address WARNING If your MAXCS system is using dynamic IP addressing you will see the following warning message when launching Enterprise Manager Please check the Internet Protocol TCP IP Properties of your server NIC interface and assign a fixed IP address to this server MAXCS ACM 6 0 Administration Manual 317 Chapter 25 Enterprise VolP Network Management CT 8 x 7 Login failed Cannot connect to the authentication server OK When multiple systems are added to the VolP 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 OO hl Route Access Code or IP Trunk Access Code is not configured for the following location s ServerA ServerB ServerC ServerD OK Multisite routing may fail if Route Access Code and I P TrunkAccess Code are not configured Upon successful login Enterprise Manager opens Change Password Configure Codec Profiles i Configure Users Departments Display Servers Configure Global Least Cost Routing Enterprise Manager Servers 9 3B Logout Servers Codec User Department Global LCR Help About so Information IP Networks IP Dialing Table IP Codec Numb
285. e TAPI Proxy Server Your server must meet the following requirements e Microsoft Windows 2000 Server Windows 2003 Server or Windows XP e Network connection with TCP IP enabled To install AltiGen TAPI Proxy Server on the server 1 On your MAXCS CD ROM open the TAPI Gateway folder 2 Open the Tapi_Server subfolder and run SETUP EXE The service is started automatically No configuration parameters need to be set on the server MAXCS ACM 6 0 Administration Manual 375 Chapter 28 TAPI Integration Setting Up the Client Setting up the client involves e Installing the AltiGen TAPI Service Provider on the client e Setting up phone and modem options e Setting up the Phone Dialer e Testing the TAPI Service Provider on the client system Install the AltiGen TAPI Service Provider on the Client The client must meet the following requirements e Microsoft Windows 2000 Windows 2003 Windows XP or Windows Vista Business Edition e Microsoft Outlook Outlook Express ACT or Goldmine installed on the client e Network connection with TCP IP enabled Note For Windows 2000 Server the TAPI client must be installed on a separate PC from the server Otherwise it won t be able to detect your devices To install AltiGen TAPI Service Provider on the client system 1 On your MAXCS CD ROM open the TAPI Gateway folder 2 Open the Tapi_ Client subfolder and run SETUP EXE 3 When prompted enter the Server IP address the client s Ex
286. e association click Add Enter an Account Name and Account Code in the dialog box that appears The Account Code may contain 1 10 digits To delete an account and its code select it and click Delete You can select multiple items for deletion by using Ctrl click or Shift click Click Apply to save your changes and OK to save and close the window You can now set options for each extension that determine whether account codes must be entered or can be bypassed You can also block display of the Account Code table in which case you would want to supply users with the account codes they need See Setting Personal Information on page 187 Setting up Call Reports You can set up the call report logging option only if MAXCS and MaxAdmin are installed on the same server On the Call Reports tab specify the following 58 MAXCS ACM 6 0 Administration Manual Chapter 4 System Configuration Where to log the call detail records CDR The location can be an internal database an external database or both 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 gt System Configuration then click the Call Reports tab General Number Plan Business Hours Holiday System Speed
287. e box 2 Enter the maximum WAN bandwidth you want to allocate to VoIP connections The system will calculate the maximum sessions for each type of codec automatically 3 You can change the G 711 sessions by using the Up Down arrow button Public Pipe R Enable BandWidth For VOIP 512 b Max G 711 Sessions 5 Max G 723 Sessions 2 Max G 729 Sessions Notes e When calculating the maximum sessions for each codec the system uses the following bandwidth requirement to ensure that each session has some safety margin G 711 90 kbps G 729 30 kbps G 723 24 kbps 326 MAXCS ACM 6 0 Administration Manual Chapter 25 Enterprise VolP Network Management e Itis recommended that you use 20ms frame size for G 711 and G 729 when configuring a Codec Profile e 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 Vol P box the system will reject additional connection requests Configuration example Suppose your company has a T1 line configured as half voice PRI and half data service There are 12 remote employees using IP phones connecting to the AltiGen system Because bandwidth is limited you would like to regulate the bandwidth used by VolP You have set up remote IP phones using G 729 with 20ms frame and you want to limit the number of concurrent
288. e for 30 seconds the caller s SKLR will be escalated to 2 Agents with skill levels 1 and 2 are able to handle the call 2 If the caller stays in queue for more than 60 seconds the caller s SKLR will be escalated to 3 Agents with skill levels 1 2 and 3 are able to handle the call 3 If the caller stays in queue for more than 90 seconds the caller s SKLR will be escalated to 9 because all other escalation wait times are set to 0 seconds The call will be distributed any idle agent in the workgroup 276 MAXCS ACM 6 0 Administration Manual Chapter 22 Workgroup Configuration Example 2 Coverage rule is Equal or Higher and Enable SKLR Escalation is checked Skill Based Routing Rule r Skill Coverage Rule Equal or Lower than SKLR of Incoming Call ci C Exact Match SKLAR of Incoming Call M Enable SKLR Escalation Direction DOWN Basic SKLA To next SKLA To next SKLA Tonext SKLA To next SKLA To next SKLA To next SKLA To next SKLA To next SKLA Level9 Level8 Level Level6 Level5 Level4 Level3 Level2 Levell after Waiting 30 Seconds after Waiting 30 4 Seconds after Waiting 30 4 Seconds Seconds after Waiting 0 after Waiting 0 Seconds after Waiting jo y Seconds after Waiting jo Seconds after Waiting jo Seconds The above configuration means 1 When a caller with SKLR 9 waiting is in queue for 30 seconds the caller s SKLR will be changed to 8 Agent
289. e of the extension user each with a maximum of 32 characters Note Only letters can be used for these fields Inputting numbers or symbols such as are blocked so as not to conflict with Dial by Name 34 and other feature codes Password for the extension user The default is the system default password set on the Number Plan tab in the System Configuration window A valid password must be 4 to 8 digits numbers or letters A Z in length and cannot be the same as its extension number Basic password patterns such as repeated MAXCS ACM 6 0 Administration Manual 187 Chapter 15 Extension Configuration digits 1111 consecutive digits strings 1234 or digits that match the 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 1 9 W X Y Z W X y Z Department lIn an Enterprise VolP domain departments can be defined and extensions can be assigned to a department by using Enterprise Manager When this is done the department is displayed here Description Optional descriptive information such as cubicle number or job title DID Number Each extension can be assigned a DID number This number does not have a fixed length but the length must be long enou
290. e ones set up for an extension Using the Call restriction follows extension drop down list you can select the extension with the restrictions to use for the hop off calls Setting 10 Digit Dialing Area Codes The 10 Digit Dialing Area Code field lets you define area codes that do not require dialing a 1 before the area code To enter an area code click the Add button Note Applies only to calls that use a trunk access code For calls using a route access code 10 digit dialing area codes need to be configured in the Out Call Routing Configuration window Dialing Pattern tab See Working on Dialing Patterns on page 177 MAXCS ACM 6 0 Administration Manual 57 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 gt System Configuration then click the Account Code tab System Configuration xi General Number Plan Business Hours Holiday System Speed Call Restriction Account Code Call Reports Country Relevant Audio Peripheral Activity Feature Profiles Account Code Marketing 1 01 Marketing 2 02 Delete OK Cancel Figure 11 System Configuration Account Code tab Adding and Deleting Account Codes To create an account cod
291. e system will execute the sub level amp as a fail action Collecting Digits When a caller selects the Collect Digits action item a custom phrase is required to advise the caller how many digits are required The system will look at Min Length and Max Length to determine if the collect digit action was successful or failed e If successful the system executes the sub level amp action item e If failed the system executes the menu item you define as a fail over action 90 MAXCS ACM 6 0 Administration Manual Chapter 7 Auto Attendant Configuration To use the Collect Digits action 1 Select the Adv Collect Digits action then set the following additional parameters Anz E3 Item jor Item Name B 2 expand tree 1 to extension 202 J Prompt it 2 to extension 123 3 to operator I Push URL 4 no action 5 no action I Set Call Priority 5 6 no action A SetCallSKLR 5 7 no action me 8 no action P 9 no action Actions Adv Collect Digits X 0 to operator repeat level Do mail box access USTED 3 T 2 level Min Length fie Max Length 16 no action 4 nosction PSTN Call Inter Digit Timeout 7 seconds 5 no action 6 no action Web Call Response Timeout 30 seconds 7 no action nee Gino action Inter Digit Timeout after Max Length 0 seconds 9 no action AA will go to the next level after collecting enough digits 0 to operator repeat level
292. e tab You can edit any of these attributes For each number you can set routing for three distinct time periods defined in the Business Hours tab see Setting Business Hours on page 50 e During Business Hours e Outside Business Hours e Non Workdays 170 MAXCS ACM 6 0 Administration Manual Chapter 13 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 51 Business Hours Profile routes incoming calls based on Business Hours Profiles configured in the System Configuration window see Setting Business Hours on page 50 During Business Hours Outside Business Hours and Non Working Day are defined and selected by the Business Hours profile Set Call Priority lets you assign a call priority from 1 9 to the selected DNIS number The highest priority is 1 the lowest priority is 9 Set Call SKLR for workgroup directed calls Lets you assign a skill level requirement from 1 9 to the selected DNIS number This setting tells the system to match the call to an agent s skill level s
293. eat Per concurrent login Single agent logged into multiple WGs will only take one license The following licenses are available for Softswitch HMCP Media Server Gateway systems only License Type License Model HMCP Media Server License Available resources in the system HMCP G 711 G 723 G 729 Voice Processing Resources Available resources in the system HMCP Station Conference Available resources in the system HMCP MeetMe Conference Available resources in the system HMCP Supervision Available resources in the system Softswitch Station License Per extension configuration Softswitch ACC Agent Session Per session License Softswitch ACM Agent Session Per session License Softswitch ACM Agent Migration License Per ACC agent session Gateway Per gateway MAXCS ACM 6 0 Administration Manual 23 Chapter 2 System Requirements and Installation Preparation for Installation Before you start installing MAXCS you need the following e Windows Update Make sure your server has the recommended Windows Service Pack or Update e MAXCS ACM 6 0 CD ROM The MAXCS CD ROM that contains the MAXCS 6 0 programs e MAXCS latest update Check to see if there is an Update available to the MAXCS 6 0 Release e System Key The system key is a DB 25 parallel port hardware security device that allows the software to run ONLY when that system key is
294. eating a new database Press OK or Apply MAXCS ACM 6 0 Administration Manual 59 Chapter 4 System Configuration External Remote Logging of Call Data MAXCS allows you to output CDR records to a Microsoft SQL Server 2000 database Before you enable external logging you need to set up and configure the SQL database and external logger application Please refer to the CDR Search Manual to learn how to set up an external logger service Note The SQL database cannot be on the same server as the MAXCS system A system integrator or database developer will need to write a custom query to extract data from the SQL database Note You can send reports from a number of different systems to the same database Note AltiGen does not provide any SQL backup and restore utility We strongly recommend that you use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs and use a restore utility to restore the database If you need to reconstruct the SQL server run the External Logger Setup to create an empty calldb database before restore To set up and enable external CDR login service to the local or network drive click the Add button A dialog box appears x Name Address Port 10027 Password Default Cancel Figure 13 Add External Log Service Fill in the fields and click OK Parameter Description Name The name of the external log service machine optional Address The
295. eaving a workgroup queue at any time by pressing and or O 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 Note If the forwarding extension is busy when a caller quits a queue the call will go to this extension s voice mail Group select a workgroup from the drop down list Operator 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 206 If you choose Outside Number select a trunk or route access code to use in the small drop down list on the left and type in the full prefix and phone number Note Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed App Ext when used in conjunction with a third party notification application this feature enables an extension to connect to an application that can receive the notification event use the drop down list to choose the log on extension to which the third party application is connected Contact your local AltiGen dealer for mor
296. ecific to the selected trunk Chapter 12 Trunk Configuration The Trunk Configuration window opens Trunk Configuration Card 8 Channel 4 Location Type 7 Access Code Pho General In Call Routing Out Cal Blocking oeoonn T i f Trunk Access Code Area Code m Direction 08 0001 T a A 08 0002 y None jd C Outgoing 900005 C Incoming 00 m Phone Number G Both a Paging Y EI r Description r Trunk Dialing Scheme Overlap Trunk Call Predial Sting S Eril T Trunk Predial String Attibute J In Service yee eres Out Of Service J Enable Centrex Transfer Transfer Predial String phie Note Flash will be used if predial string is not set T Enable Tie Trunk m Holiday Profile Business Hour Profle Recording Option Disable bd lt lt a License Assignment Trunk Properties Concurrent Session Y Note Please make sure System Recording Configuration is set to Trunk Based Recording 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 This ID may change when a telephony board
297. ecify Use this option for example to route calls for the working portion of a holiday that your organization treats as a half day 4 To apply these hours to more than one holiday click the Apply To button and in the Apply To dialog box select all the holidays to which you want the hours to apply You can select multiple holidays by using Ctrl click or Shift click Click OK 5 When you are finished with the dialog box click OK When a new year begins the dates on which holidays fall usually change You can edit the dates for annual holidays making them accurate for the new year To update the date of annual holidays 1 Select a Holiday Profile and then the holiday from the Holiday list Its date and description appear in the Normal section 2 Click the drop down arrow beside the date to open a calendar and assign a new date 3 Click Apply Configuring System Speed Dialing You can set up to 60 system speed dial numbers The IDs available are from 00 59 Users press 88 and follow that with one of the system speed dial access codes you set here Speed dial settings for individual extensions are set in Extension Configuration See Setting up Station Speed Dialing on page 196 To configure Speed Dialing select System gt System Configuration and then click the System Speed tab MAXCS ACM 6 0 Administration Manual 53 Chapter 4 System Configuration System Configuration xi Account Code Call Reports Countr
298. ed Messages system The range is 1 90 days with a default of 60 Setting Message Notification Options To set notification options on new incoming e mail and voice messages click the Notification tab in the Huntgroup Configuration window and select the hunt group number from the Group List Huntgroup Configuration 4002 Group List General Group Member Mail Management Notification Call Handling Queue Management Number Name Message Notification 4002 c pag C Urgent Voice Messages Only C All Voice Messages p Notification or Reminder Message by Calling a Phone C Pager C Extension C CustomApp Any 7 For Phone and Pager options choose the trunk access code from the drop down list and enter the number in the edit box e g 14155551212 For Custom App options choose the log on extension from the drop down list to send the notification event Notes The Reminder Call can not work in this selection Send Notification or Reminder Message Schedule eE Seconds atter Non Business Hou Aa C From i2004M 12 00 AM fo H Seconds after hean Se ea Answered G Any Time Add Delete Te Cancel Appi Help 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 huntgroups See Apply to Button on page 240 for m
299. ed from CO e Restart and Service default setting sends both RESTART and SERVICE message puts channel in ready state when RESTART ACK and SERVICE ACK is received from CO Enable PRI Caller Name check this box to enable PRI caller name Setting the NSF The NSF Network Specific Facilities is used with PRI to instruct the CO to route a call to a specific carrier or long distance service Use the drop down list to identify the type of carrier service you want to use for your ISDN PRI lines The choices in the list depend on the specific switch and your long distance service provider An example of such service includes AT amp T Megacom Note If your CO requires specific NSF features to be present in the call setup packet please contact AltiGen s Technical Support department with such information from the CO and they will help you configure it Setting a TEI The TEI Terminal Endpoint I dentifier defines which terminal device is communicating with the CO switch for a given message PRI messages involve point to point configuration in which each side already knows the source of any message received ISDN messages involve point to multi point locations in which the source can only be identified by the TEI Select one of the following TEI settings e Default setting this is the recommended setting e Manually set to should always be set to 0 Typically a zero 0 is used for TEI on a PRI connection In some cases where a s
300. ed to an analog trunk or station port Paging Audio Out Port allows paging though a speaker connected to an audio output port Personal Call Park and Pick Up users can park calls at one station to be picked up at another station Up to 50 calls may be parked at one station simultaneously Calls parked to a group are protected 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 SIP Third Party Devices allows certified third party SIP devices for example a 3rd party IP phone to register as an IP extension Note A license is required to enable this feature for an extension Release 5 2 Station Log In Log Out enables system users to move an extension number from one station to another or deactivate an extension System and Station Speed Dial allows programming of frequently used telephone numbers for speed dialing Up to 60 system speed numbers can be programmed Up to 20 station speed numbers can be programmed for each extension System Backup and Restore allows back up of configuration data and voice mail boxes based on a configured schedule Transfer Caller to AltiGen Voice Mail System allows user to transfer outside caller into the AltiGen Voice Mail System by pressing FLASH 40 while connected to the caller Transfer C
301. elect the Schedule button to view the Backup Schedules dialog box Backup Schedules ES x r Day of the Week Backup Selection I Monday Eio Coes JaSatibackupmon T Configuration Files Toy par PP fin ES Faeroe eee Wednesday 8 Z neu PO in COY Eeke Configuration Files esac I Thursday ae fo Stn an JaXatibockupthu oo T Friday hour fo nin JaNetbackupii I Saturday Taker fon JaNetibackuptsat o I Sunday iro Pn JaNatibackupten oa Figure 3 Backup Schedules dialog box 2 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 You can accept the default target directories or you can click the Folder icon to open the Browse for Folder dialog box to select the destination for the backup files Under Backup Selection select the file components you want to back up Configuration files Custom Phrases Extension Messages SP Configuration files 3 Click OK Restoring Backed up Files To restore backed up files 1 Stop the AltiGen switching services 2 Inthe System Data Management window select the Restore icon to view the Restore Configuration dialog box Restore Configuration x Components Restore From I Configuration Files Sunday z J Custom Phrases Je altibackup sun Cancel J Extension Messages J SP Configuration F
302. elephony board 2 Onthe System Configuration gt Audio Peripheral tab select Enable Overhead Paging Use the drop down list to select the board to which the overhead paging is attached Activity The Activity configuration tab is used to configure activity codes that can be displayed at AltiConsole when the extension user is absent MaxCommunicator users AltiAgent users and AltiGen IP phone users can select from these activity codes to let others know where they are when they are away from their desks meeting business travel and so on A greeting associated with the activity can be recorded and played to the caller When the user changes the Activity the extension s greeting is also automatically changed to the greeting associated with this activity To access Activity configuration select System gt System Configuration then click the Activity tab MAXCS ACM 6 0 Administration Manual 65 Chapter 4 System Configuration System Configuration xi General Number Plan Business Hours Holiday ae Call Restriction Account Code Call Reports Country Relevant Audio Peripheral Activil Feature Profiles System Default Personal Meeting Away From Desk Business Travel Personal Time Off Custom 1 Custom 2 Custom 3 1 2 3 4 5 6 7 8 5 Cancel Apply Help 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
303. ension such as how much wrap up time to allow that individual agent after a workgroup call 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 Select the extension number from the Agent Supervisor Extension list in the Extension Configuration window The extension number and type appear in the title bar of the window 2 Click the Group tab You see a list of groups the extension is a member of and a list of groups the extension is not a member of If the extension is an agent both workgroups and hunt groups are shown If the extension is not an agent only hunt groups are shown 194 MAXCS ACM 6 0 Administration Manual Chapter 15 Extension Configuration Extension Configuration 154 Physical Agent x Agent Supervisor Extension Num Type Name Loce 100 Physicalf Fron 04 0 101 IPfAgentl Gib 17 5 102 IP Agent Jim 17 0 Number Type T Status Name 103 IPfGloba Car 17 0 104 Physical Jim 15 0 105 PhysicallG ViD 00 0 106 PhysicalG Gan 00 0 lt Add 107 PhysicallG Jen 01 0 108 PhysicallG Alis 01 0 Remove gt 10
304. ent Global LCR Domain Name Information IP Networks adala Lies Help About IP Dialing Table IP Codec Number Plan Public Pi ay Server ID Length v tll BandWidth For VOIP Global Server Location Max G 711 Sessions Name Master alti_tel YES Status Active Max G 723 Sessions 4 Max G 729 Sessions Intranet Pipe B Enable BandWidth For VOIP Max G 711 Sessions Max G 723 Sessions Max G 729 Sessions NAT support E Enable SIP NAT support Enable H323 NAT support Public IP addresses Er IP Network From To Pipe Private Kb Kb Add E T Er Eemer Defining Your Network Launch Admin If you need to configure either bandwidth control or NAT support you have to define your network first These are the guidelines Note 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 This tells the system that VoIP connection to this address range does not require IP address translation which is replacing the system s private IP address with a public address when sending VoIP packets to outside devices If you have an intranet linking multiple locations you must enter the IP ad
305. ent Resource Statistics Window 2 000000 eee ee 36 Assigning Client Licenses 2 0 000 37 Stopping the AltiGen Switching Service 1 1 a 38 Programs Available from the Windows Start Menu 0 000s eee eee 39 CHAPTER 4 System Configuration 000 eee eee ees 41 Setting General Parameters 0 0 0 aa a 42 Setting a System Number Plan 1 0 aaa es 44 Setting Business HOUFS varese Nace di aoi wknd Whe ni ae oie wee AOK de eh 50 Routing Calls on Holidays 2 00002 ee 51 Configuring System Speed Dialing aaa a 53 Defining System Call Restrictions asa aaa es 55 Blocking Calls to Area Codes from All Extensions 0 0 00 eee 56 Setting Unrestricted Area CodeS aana aaa a 56 Locking Attacked Extensions naaa aaa a 57 Blocking All Outgoing Calls uaaa aaa a 57 Enabling Hop Off for Tie TrunkS 0 es 57 Setting 10 Digit Dialing Area CodeS osaa aa es 57 Creating Acco nt CodeS resa raai ar aii aka ee eaa Rie ale ee eG 58 Adding and Deleting Account Codes sa saaa a ees 58 Setting up Call Reports sasaaa aaa 58 Internal Database Configuration Internal Log Service 59 External Remote Logging of Call Data 00 60 Exporting Through a Local Port 2 000000 0 eee eee eee 60 Country Relevant Settings 0 0 0 ee 61 Setting Toll Call Prefixes 0 0 0 61 Setting Emergency Numbers 0 00 cee ee es 62 Dialing Plan
306. ent to Voice Mail when the e mail server disk is full Apply To Feature applies changes only the field that was changed to multiple extensions trunks or channels instead of having to change them one at a time Call Detail Reporting CDR the system collects and records information on outgoing and incoming phone calls such as length of call time of call number of calls This data is written to an internal database Configurable Emergency Number For international use allows the system administrator to set up country specific emergency numbers DNIS Routing Tables incoming trunk calls can be routed to an AA extensions workgroups hunt groups and so on based on DNIS numbers configured in the system administration routing tables E 911 Calling Support allows an administrator to designate a number of trunks Triton Analog or PRI for dedicated E 911 use CAMA trunks are supported by analog trunk ports E mail and Voice Mail Storage can be placed on drives other than the system drive Emergency 911 Call Notification to Extension Outside Number when any extension dials an emergency number the system can make calls to pre configured extensions or outside numbers A system can have more than one emergency notification number configured Extension Checker a tool that checks the security status of every extension in your system 14 MAXCS ACM 6 0 Administration Manual Chapter 1 Overview Extension Password
307. ents E 4 My Computer a 314 Floppy 4 eg Local Disk C lt Local Disk D Local Disk E 2 CD Drive Fs engineering on goldbar N Folder Options altibackup AltiDB AltiServ CO dbaclient eH HE Docs UUD E m aa Figure 2 Map Network Drive 2 In the Map Network Drive dialog box click the Sign up for online storage or connect to a network server link MAXCS ACM 6 0 Administration Manual 105 Chapter 9 Call Recording Configuration Map Network Drive i x Windows can help you connect to a shared network folder and assign a drive letter to the connection so that you can access the folder using My Computer Specify the drive letter for the connection and the folder that you want to connect to Drive fz Folder z Browse Example server share IV Reconnect at logon Conne Ising a differen Br name Sign up For online storage or connect to 4 network server Back Finish Figure 3 Sign up for online storage or connect to a network server link This invokes the Add Network Place Wizard Add Network Place Wizard xj Welcome to the Add Network Place Wizard This wizard helps you sign up for a service that offers online storage space You can use this space to store organize and share your documents and pictures using only a Web browser and Intemet connection You can also use this wizard
308. er 19 Hunt Group Configuration Ring First Available Member first available extension in a hunt group For example if there are three member extensions in a hunt group the call is always sent to the first member configured in the hunt group If this member is busy the call goes to the second member configured and so forth e 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 Note When this option is enabled a single hunt group can have no more than 20 members In addition calls to the hunt group with this option enabled have higher priority than other hunt group calls Therefore if an agent belongs to multiple huntgroups one of which has this option enabled a call to that hunt group will be distributed before others regardless of its Wait Time in the queue In addition if you check the Enable Single Call Handling for Agent check box the system will not send calls to an agent who puts a call on hold If this option is not checked the system will distribute calls to the agent even if the agent has a call on hold In other words this configuration determi
309. er Plan General Server ID Length 3 v Type Global Server Location ID Name Master Status Address J000 HEAVY M YES Active 001 MAX1000 Active 4002 ENTERP Active Server ID 000 Switch Info AltiWare System ID Country Code Area Code Domestic Call Prefix International Call Prefix C a D Extension Length Launch Admin i Click a tab to view or configure settings on that tab Information on a tab is related to the selected server Click buttons in the toolbar to perform configuration tasks Click a column heading to sort by that column 318 MAXCS ACM 6 0 Administration Manual Chapter 25 Enterprise VolP Network Management Configuration Buttons e Servers button displays the VolP domain name servers in the system and server ID length Lets you add remove servers and change the VolP domain master Displays the configuration and informational tabs listed in the next section e 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 e User button displays information about extensions in the VolP domain and lets you change an extension to global or local and relocate an extension Department button lets you define departments in the VolP domain and assign extensions to departments e Global
310. er 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 50 e From To notification during a specified time of day Select the hours in the From and To time scroll boxes e Any Time notification at all times every day 204 MAXCS ACM 6 0 Administration Manual Chapter 15 Extension Configuration Enabling Message Notification After configuring your message notification settings to enable message notification check the Allow Extension User to Configure Forwarding Notification and Reminder Call to an Outside Number check box on the Restriction tab of Extension Configuration Configuring Calling Restrictions To work with extension call restrictions select the extension number you want to work with from the Agent Supervisor Extension list then click the Restriction tab Extension Configuration 3500 Physical Agent Agent Supervisor Extension General Group Speed Dialing Mail Management Notification Restriction Answering One Number Access Monitor List Virtual r Outcall Restrictions 3130 Virtual 3500 Physical Agent No Restriction on Qutcalls a Prenon Intemal Calls Only Agent
311. er 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 A CSU can terminate signals repeat signals and respond to loopback commands sent from the central office A CSU is mandatory for connecting to AltiGen s T1 E1 board 1 Connect the CSU Adtran model T1 CSU ACE used as an example to the T1 PRI or T1 E1PRI board using an RJ 48C or RJ 48X cable 2 Connect the CSU to the network termination box using an RJ 48C or RJ 48X cable T1 Line Network Termination Net co Box ate RJ 48C or RJ 48x cable RJ 48C or RJ 48x cable Refer to your CSU manufacturer s AltiGen T1 Socket RJ 48 manual for the proper pinout Pin 1 Receive Ring I NPUT Pin 2 Receive Tip INPUT Pin 4 Transmit Ring OUTPUT Pin 5 Transmit Tip OUTPUT Note CSUs also are used for line lengths over 75 feet which helps to resolve attenuation issues Troubleshooting T1 E1 Common Symptoms The most common problems when installing T1 CAS or T1 PRI services 1 The service provider misconfigures your T1 CAS T1 PRI service or terminates your service improperly 2 T1is installed but not turned on because there is no termination device for a period of
312. eral configuration window select System gt System Configuration then click the Audio Peripheral tab General Number Plan Business Hours Holiday System Speed Call Restriction Account Code Call Reports Country Relevant udio Peripheral Activity Feature Profiles m Music Recorded Announcement IV Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement The Audio Equipment is Attached to Logical fo 7 Board ID I Play Prompt Before Placing the Caller in Queue Phrase Jphrase0001 bd I Play Update Prompt Every 60 Seconds Phrase phrase0291 ha r Overhead Paging The Overhead Paging Equipment is Attached to fo z z Logical Board ID Cancel Amy Heb Figure 16 System Configuration Audio Peripheral tab MAXCS ACM 6 0 Administration Manual 63 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 Triton Analog Station board number to which the audio equipment is attached m Music Recorded Announcement M Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement The Audio Equipment is Attached to Logical X gt
313. erang and client application dialing for example MaxCommunicator and AltiAgent For example dialing from MaxCommunicator will carry 11 digits and require the system to remove a digit before making a call to the carrier if it is a 10 digit dialing area Divide trunks with the same characteristics into multiple routes and prioritize them when assigning routes on the Default Routes tab or on the Dialing Pattern tab of the Out Call Routing Configuration window When a user dials an outside number using the route access code the system performs the following tasks Compares the dialed number with entries in the Dialing Pattern table If there is a match the system uses the route assigned to the dialing pattern to make the outbound call The route assigned to the special dialing pattern may have a digit manipulation rule to add or remove digits from the dialed number If there is no match in the Dialing Pattern table the system examines the digits to determine if the call is a local long distance international or emergency call The routes defined in the Default Routes tab are used to process the call MAXCS ACM 6 0 Administration Manual 173 Chapter 14 Out Call Routing Configuration Configuring Out Call Routing To configure out call routing select PBX gt 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
314. ergency numbers 62 en bloc dialing 148 330 Enterprise Manager 315 changing the password 319 default password 316 fixed IP address 317 how to log in 317 login failed 317 resetting password 316 user interface 318 error messages installation 27 ESF Extended Superframe For mat 124 Exchange configuring Bridged Access in tegration 370 configuring Native VM integra tion 370 Exchange integration options setting 79 Exchange Server 353 synchronizing with an exten sion 244 278 Exchange server synchronizing voice mail with 198 Extended Superframe Format ESF 124 extension assigning groups to 194 calling options 205 changing location amp type 191 DID number 188 241 266 e mail name 199 244 278 general settings 185 incoming call handling 206 information only mailbox 198 length 45 mail forwarding 199 mail management 197 MeetMe Conference 298 message notification 201 246 monitor list 213 monitoring 213 outgoing call restrictions 205 physical extension 186 relocating in domain 342 relocating in domain using 27 344 security checker 387 send notification 204 247 282 setting phone display options 193 setting SMTP POP3 199 setting Triton analog line prop erties 191 speed dial 196 types defined 186 virtual 186 extension activity 65 extension based recording 104 Extension button 31 extension configuration 185 extension dialed digit translator 46 48 extension scope changing 340 Extension Security Checker 38
315. erprise Manager Servers jo x i i A5 2 5 m SA Boa a a Zr 7 K A p e4 i 4 amp f AA Logout Servers Codec User Department Global LCR Help About Domain Name Information IP Networks IP Dialing Table IP Codec Number Plan g A Server ID Length 3 Inter Gateway Codec 6711 v IP Device Range Global Server Location From To Codec Pipe 10 10 18 21 10 10 18 21 6711 NA matiz pat beens esc 100 19 10 10 100 19 10 10 Default NA 7 00 alti_tel YES Active 10 10 1041 10 10 10 255 Default NA 10 10 11 1 10 10 11 255 Default NA 192 168 0 0 192 168 255 255 Default NA Ct Cc Add Edit Remove Launch Admin 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 From 127 0 0 1 To 127 0 0 1 Codec C 6729 Prefer v Ok Cancel 2 Enter an IP address range for dynamic IP addressing or enter the same address in each field if this is a static address You cannot use the minimum and maximum values 0 0 0 0 and 255 255 255 255 3 Click OK If you have multiple gateways controlled by a MAXCS host system you need to configure an Inter Gateway Codec profile MAXCS ACM 6 0 Administration Manual 323 Chapter 25 Enterprise VolP Network M
316. ers in queue Music on Hold allows callers to hear music or pre recorded messages while waiting on hold Music source can be either from an external audio device connected to a telephony board audio input port or from a pre recorded music file played by a VoIP board One Number Access a feature that eliminates telephone tag by allowing the caller to find the extension user through preset numbers according to a designated schedule Setup is available through the One Number Access tab of Extension Configuration and or the MaxCommunicator and AltiAgent client applications An ONA password is optional The user can press any key to pick up an ONA call ONA Call Screening allows a user to enable a call screening option to ONA where a caller is prompted to record a caller name to continue ONA Operator Off line when this feature is enabled all calls are directed to the AA When the caller dials 0 and the operator is not available the call is routed to the operator mailbox Out Call Routing Configuration allows outgoing calls to be directed to particular trunk routes based on a configured dialing pattern Outside Call Blocking when this feature is enabled access to outside lines is temporarily disallowed Paging IP allows paging over IP to a group of internal IP phones 8 MAXCS ACM 6 0 Administration Manual Chapter 1 Overview Paging analog trunk or station port allows paging through a Zone paging device connect
317. ervers Codec User Department GlobalLCR Help About User General Resolve i Extension Full N Server Scope Departm Type Saci 113 Jimmi HEAVY Global User amp 114 Jimmi Conflict user f Sener gt Tyre 2 415 Jere ENTE Global User 116 lan Vo HEAVY Local User on Qo DIDNumbe 4 umber 120 Satist Local Extension 122 Test HEAVY Global User 123 VOIP Conflict User FirstName EmallName R 124 Work Local amp H 125 MANA Local Group Last Name Fass me En amp 127 engte Local Group 128 Local Group Department 129 eng ip Local Group amp 130 Local When a global 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 The Enterprise VoIP domain uses the User directory combined with the IP dialing table to resolve multi site routing An extension can call a remote extension when invoking basic features such as an extension to extension call call transfer conference Zoomerang and so on Advanced features such as silent monitoring and barge in between sites are NOT supported The Scope of an Extension in the Vol P Dom
318. erview 290 callback number 199 245 279 caller ID 15 collecting 154 caller ID routing 168 business hours profile 169 call priority 169 holiday profile 169 caller ID verification 212 calling numbers PRI configuring 131 calls blocking all outgoing 57 capacities 18 card logical ID 33 CDR setting up 58 Centrex transfer 148 changing password 29 changing scope 340 channel 34 channel group info 116 141 channel information discovering 143 channel mapping list 116 channel number 33 channel service unit installing 132 client licenses assigning 37 CO switch and terminal device 130 code access 146 149 area 146 codec profile assigning to IP addresses 322 inter gateway setting 323 setting 320 collecting caller ID and DID digits 154 collecting digits in auto attendant 90 collecting trace 390 conference bridge option 43 conference call two types 297 Configuration Reader tool 395 confirm callback number 199 245 279 connection difficulty 427 copy from IP phone 228 country for system 42 cross talk test tool 384 CSU installation 132 CT Bus clock master and T1 E1 Clocking 124 CT Bus clock setting 73 CT Bus mode setting 72 CT Bus test tool 384 cumulative IP traffic statistics 350 Current Resource Statistics win dow missing IP resource 428 Current Resources Statistics win dow 36 current traffic statistics refresh interval 37 custom application and message notification 247 281 D data backup 384 resto
319. esides This configuration determines what tone table will be used for the gateway Extension users assigned to this gateway will hear different off hook and busy tones for example if this parameter is set differently from the MAXCS system setting Home IP Exts The number of IP extensions that have been assigned to the selected gateway in the Extension Configuration window Read only field This information will help you configure sufficient resources for IP phones on each gateway Enable Media Server on Softswitch CT Bus Mode On an AltiGen certified server you can run the Softswitch and Media Server in the same machine You must have a Media Server license This option is available to gateway ID 00 if MaxAdmin is running on the MAXCS machine After the box is checked or unchecked reboot the Softswitch machine The Type will change to Gateway or Media Server as appropriate Note This option is appropriate to a small to medium scale system 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 72 MAXCS ACM 6 0 Administration Manual Chapter 5 Media Server and Gateway Management Parameter Description Set CT Bus Clock This parameter determines which telep
320. ess Hours MAXCS ACM 6 0 Administration Manual 165 Chapter 12 Trunk Configuration e Outside Business Hours Non Workdays Within each of these three time slots you have the following routing options for incoming calls e Route to an extension selected in the drop down list e Route to an auto attendant number selected in the drop down list e Route to the operator Outgoing Call Blocking To set outgoing call blocking for a trunk select the trunk in the General tab then click the Out Call Blocking tab in the Trunk Configuration window Trunk Configuration Card 2 Channel 80 x Access Cade Pha General In Call Routing Out Call Blocking Schedule Location Type 01 0013 H323 Tie 01 0014 H323 Tie 01 0015 H323 Tie 01 0016 H323 Tie 01 0017 H323 Tie 01 0018 H323 Tie 01 0019 H323 Tie 02 0060 SIP Tie 02 0061 SIP Tie 02 0062 SIP Tie 02 0063 SIP Tie 02 0064 SIP Tie 02 0065 SIP Tie 02 0066 SIP Tie 02 0067 SIP Tie 02 0068 SIP Tie 02 0069 SIP Tie 02 0070 SIP Tie 02 0071 SIP Tie 02 0072 SIP Tie 02 0073 SIP Tie 02 0074 SIP Tie 02 0075 SIP Tie 02 0076 SIP Tie 02 0077 SIP Tie 02 0078 SIP Tie 02 0079 SIP Tie 02 0080 SIP Trunk 6 02 0081 SIP Trunk 6 02 0082 SIP Trunk N Trunk allowed for Outside Calls at Any Time Outside Calls Allowed According to the Following Schedules 51 I Schedule 1 51 Fom zam 4 To fizooam I Schedule 2 Fem paom Te oman y
321. ess any key to answer call 235 PRI channel assignment 417 subscribing to service 417 PRI calling numbers configuring 131 PRI ISDN numbering plan config uring 129 priority promotion 290 priority queuing 169 private network defining 325 product repair 424 prompts converting 394 greeting and update 65 in other languages 95 multilingual overview 95 multiple languages storing 96 public pipe 324 configuring 326 push URL Web page 89 Q quality of service QoS 307 queue announcement 288 queue call priority score 291 queue management advanced 291 for huntgroups 252 for workgroups 288 queue overflow advanced queue management 293 queue overflow routing 289 queue phrase options 288 queuing control basic 288 quit queue 290 R Read Config tool 395 Realtime Transport Control Proto col RTP RTCP definition 427 recorded announcements config uration 64 recording auto attendant phrases 93 configuring call 104 configuring on trunk 149 file description 103 messages 79 multiple gateways 105 personal options 189 remote shared directory 105 requirements 103 Recording button 32 recording options for workgroups 267 Recording Seat license 190 268 Recording Session license 190 268 recording tone 190 268 refresh enterprise configuration 347 refresh interval current traffic MAXCS ACM 6 0 Administration Manual 433 statistics 37 rejoining a server to VolP domain 336 relocating domain extension 342 relocati
322. essage Notification Options aaa ee es 246 Setting the Message Types for Notification 0 00005 246 Setting the Type of Notification 0 2 0 ee 247 Setting Notification Timing 1 0 0 es 247 vi MAXCS ACM 6 0 Administration Manual Setting Notification Business Hours oaaae a 248 Setting Call Handling Options 0 00 es 248 Handling Busy Calls a weve kG ect BE eed ee de eed ids 249 Forwarding All Calls 2 0 cc ee 249 Handling Unanswered Calls 1 0 0c es 250 Setting a Hunt Group s Call Distribution Rule aasa 0 0 ee ee 250 Setting Queue Management Options 0 0c ee es 252 CHAPTER 20 Paging Group Configuration 00 cece eee e eee eee 253 CHAPTER 21 Line Park Configuration 0000 eee eee 257 CHAPTER 22 Workgroup Configuration 0 0000 ee 261 Workgroup Functionalities 2 0 0000 261 Creating and Configuring WorkgroupS 2 0 0 cee es 264 Overview of Workgroup Configuration Window 000 ees 264 Setting Up Workgroups sa caasa i onk y T p ee 265 Establishing Basic Workgroup Attributes asana aaa 265 Setting Call Restrictions sareei e y EE ee 266 Service Level Threshold aaau 267 Workgroup Recording Options 0 0000 ee ee 267 Establishing Workgroup Membership 000 0000 eee eee 269 Log In Out a Group Member 0 000 es 271 Setting Login Status for System Restart 0 00 eee ees 271 Set
323. etect Length Selected this feature causes the deletion of pauses in messages The default pause detect length is 500 ms The pause detect can be disabled by deselecting the check box or the length can be set to a value between 200 2000 ms 2 2 seconds Setting Exchange Integration Options Set Exchange integration options Access to these options requires an AltiGen Exchange Integration License To assign this license to an extension see Assign Exchange Integration License on page 198 If you are opting to use Exchange 2007 s Speech Enabled Voice Mail features or Unified Messaging Exchange 2007 Server and MAXCS need to be installed on the same domain with a network throughput rate of no less than 100 Mbps MAXCS ACM 6 0 Administration Manual 79 Chapter 6 Voice Mail Configuration For Exchange 2003 you must configure first and last names in the Exchange user account to be the same as the AltiServ extension first and last names For Exchange 2007 you must configure the extension number in the Exchange user account to be the same as the AltiServ extension number Complete configuration details are given in Chapter 27 Microsoft Exchange Integration on page 353 You may choose an option when you install AltiServ and you may change the option later If you change the option later you need to restart services Parameter Description Disabled Disables Exchange integration Synchron
324. etting Setting an agent s skill level is explained in Setting Up Skill Based Routing on page 273 Language Setting lets you specify that callers who dialed the selected number will hear prompts in the language you set here This field will have choices only if you added sets of prompts according to the instructions in Multilingual Configuration on page 95 MAXCS ACM 6 0 Administration Manual 171 Chapter 13 In Call Routing Configuration 172 MAXCS ACM 6 0 Administration Manual CHAPTER 14 Out Call Routing Configuration There are two ways to initiate outbound dialing in an AltiGen PBX Using the trunk access code The trunk access code is easy to configure and use However it does not have the capability to resolve complicated dialing situations Using the route access code Using the route access code with the Out Call Routing table can resolve the following complicated dialing situations Multiple 10 digit dialing area codes Both 10 digit and 11 digit dialing in the same area code Multiple carriers providing trunks for different purposes For example you may have a local carrier provide trunks for local calls only and a long distance carrier provide trunks that can accept only long distance dialing Block certain dialing patterns by creating an exceptions list Assist VolP hop off dialing to another system Assist T1 PRI tie trunk hop off to other system Assist system Zoom
325. fers call to an extension or group number you select in the drop down list Call To Operator Call Dial By Name Routes the call to the operator the operator is defined in the System Configuration window Prompts the caller to enter the name first or last or both in any order of the person they want to speak with and dials the extension that matches the name Callers may not have to enter the entire first or last name before a match is found Call Collect Extension The top level of each AA collects the extension number automatically The system has a timing delay to differentiate if the first digit the caller entered is a menu option or the first digit of an extension number Once past the top level the system will not have the timing delay to differentiate digits If you would like to provide the option for a caller to enter an extension number you need to map this action item to one of the menu options Call Directory Service Lists the system users and their extensions to the caller For this to work properly users need to record their directory names Call Disconnect Disconnects the call MAXCS ACM 6 0 Administration Manual 89 Chapter 7 Auto Attendant Configuration Action Description VM Record Leaves a voice mail message in the specified voice Message mail box If you want the caller to hear the extension s greeting before hearing the start recording
326. figuration MAXCS ACM 6 0 Administration Manual 379 Chapter 28 TAPI Integration 1 Begin by setting up at least one contact In Microsoft Outlook select Go gt Contacts Outlook Today Microsoft Outlook Ctrl 1 SS Calendar Ctri 2 Ctrl 4 Ctrl S Inbox 10 L Unread Mai 24 For Follow Up E Sent Items Ctrl 6 Ctrl 7 Ctrl 8 Ctrl 3 Inbox 10 LO Junk E mail A Outbox 3 Sent Items C Spam 3 L Search Folders Click the New Call button on the menu bar The New Call dialog box opens In the New Call dialog box click Dialing Options to configure the Dialer to use an extension The Dialing Options dialog box opens Dialing Options Settings for speed dialing New Call button Name Phone number E Contacts Microsoft Outlook Settings for phone number formatting and dialing C Automatically add country code to local phone numbers Dialing Properties H Martin T is pronation 408 555 1234 Dialing Properties PPPOP ISDNWAN Line 01 IPCONF LINE C Create new Journal Entry when starting new call H323 Line EXTEN Call status On hook Start Call j Cal Dialing Options Diaing Options La im a 4 In the Connect Using Line section of the dialog box select the client extension and click OK This enables the client to call out through Outlook using the client s extension 5 To verify that the call connects click Start C
327. figuration e If two MAXCS systems are connected back to back with a T1 E1 span the System Clock Master check box must be checked for only one of the T1 E1 boards If two T1 E1 boards in the same MAXCS system are connected back to back with a T1 E1 span the System Clock Master check box must be checked for the T1 E1 board that has not been designated by the CT Bus setting as the system s master clock to drive the CT Bus Important For all back to back cases the CT Bus Clock Configuration should be set to Manual and the board that is connected to the board configured as the back to back clock master must be designated at the CT Bus master Setting up Channels on the Triton T1 E1 Board This section discusses setting up T1 CAS T1 PRI E1 CAS or E1 PRI channels on the Triton T1 E1 board Click the Protocol button in the T1 or E1 configuration dialog box see Figure 8 on page 121 to open the Protocol Configuration window shown below The Triton T1 E1 Board can be configured to either CAS or PRI through the configuration options in the window The CH gt Type list on the left side of the window displays the channel types Note Ina tie trunk configuration set the trunks to Out of Service before changing the trunk type from T1 to PRI or vice versa Otherwise the system will generate garbage call records to your internal or external logger service See Setting General Trunk Attributes on page 146 for details
328. file is created that uses the same number for example 2 Marketing Group the extension will automatically be assigned to the new feature profile So it is important to note which extensions are assigned to certain feature profiles especially when adding new profiles or deleting old ones 68 MAXCS ACM 6 0 Administration Manual CHAPTER Media Server and Gateway Management This chapter is for enterprise deployment using Multi Gateway Softswitch architecture with the Softswitch media server and gateway s running in different chassis In a single chassis all in one installation gateway management configuration is not required With Multi Gateway Softswitch architecture MAXCS can control telephony boards that reside in different chassis gateways and make them function as a unified system Multiple AltiGen servers can be configured as gateways Each gateway is controlled by the MAXCS software The following diagrams show several Multi Gateway Softswitch deployment scenarios IP Gateway 2 Figure 1 Fewer than 200 users deployment MAXCS ACM 6 0 Administration Manual 69 Chapter 5 Media Server and Gateway Management Figure 2 Up to 1 000 users deployment Softswitch Server amp HMCP Media Server IP Gateway 1 OFFICE3G IP Gateway 2 OFFICE3G Figure 3 Multi Gateway Softswitch deployment using OFFICE3G server Note MAXCS and gateway servers have to be on the same LAN Connecting a gateway from a remote site to
329. from Extension xxx More than yy calls have been made from the extension s voice mail Please verify with the extension user Or Unusual call activity has been detected from Extension xxx The extension made more than a yyy minute call from the extension s voice mail Please verify with the extension user The security notification will be made only once within a call Setting Parameters for Unusual VM Activity To change the parameters for the number of calls or length of a call you must add the following strings and values to the Windows registry e 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 e 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 Go to HKEY_LOCAL_MACHINE SOFTWARE AltiGen Communications Inc AltiWare I niti nfo 3 On the right side of the Registry window right click and choose New gt DWORD Value Type one of the security strings listed above then double click the entry 5 Choose Decimal as the Base option Type the value you want see the allowed range listed above in the Value data text box and click OK 7 The value you enter appears in pa
330. g required MAXCS Licenses The following licenses are available for all AltiGen 6 0 systems License Type License Model MAXCS ACM Per system MAXCS ACC Per system MaxCommunicator Per extension configuration AltiConsole Per extension configuration AltiAgent Per extension configuration AltiSupervisor Per extension configuration IPTalk Per extension configuration TAPI Per extension configuration SIP Trunk Per activated SIP trunk 3rd Party SIP Device Per seat registering as an IP extension non concurrent 22 MAXCS ACM 6 0 Administration Manual Chapter 2 System Requirements and Installation License Type License Model Enterprise Manager Per server license Dedicated Recording Seat License Per seat assigned to record to a centralized folder and per trunk port with recording enabled Concurrent Recording Session License Per session Multilingual Per system Advanced Call Router Per system AltiReport Per system VRManager Per system SDK Connection Session Per session Trunk Control APC SDK Per session Exchange Integration Per system The following licenses are available for all in one stand alone systems only License Type License Model Station License Per activated extension ACM Agent Seat Per concurrent login Single agent logged into multiple WGs will only take one license ACC Agent S
331. ge dialog box opens Language Mexico X Description M exico Spanish System Phrase je ang Mexico aaa Directory Custom Phrase 5 Dea LangCustom_Mexico Cancel 2 Choose a language from the drop down list The drop down list shows the language directories you have added to the C PostOffice Phrases directory 3 Enter a description for the language This description will appear elsewhere in the graphical user interface for example in the Extension Configuration window and the AA tab in this screen Click OK 5 Repeat these steps for each language you want to add MAXCS ACM 6 0 Administration Manual 97 Chapter 8 Multilingual Configuration The contents of the fields System phrase directory and Custom phrase directory are fetched from the location where the language phrases are stored They are not editable Only the description of the language is editable here To edit it click the Edit button or double click the row The default language cannot be deleted After you add languages any language used by DNIS an extension or an AA cannot be deleted Enabling Multilingual Support in the Auto Attendant After you have recorded phrases and added a reference to their directories in the Multilingual Configuration gt Language tab as described above you are ready to enable multilingual support in the auto attendant 1 Select System gt Multilingual Configuration gt AA tab Multilingual Configuration
332. gh range 2 16 for the system to match the DID incoming call If you configure a 10 digit DID number and inbound digital trunks only receive 4 digits the last 4 digits of the DID number configured will be matched Transmitted Cl D Each extension number can be assigned a caller ID number When an outgoing call is made by this extension through PRI or IP trunks the caller ID number entered in this field will be transmitted to the receiving caller When an extension user makes an outbound call through a PRI trunk the system will transmit the Caller ID based on the following rules e If the Transmitted CID is configured the number will be sent e Ifthe Transmitted CID is not configured the DID number will be sent if it is a valid 10 digit number e If the DID number is not configured or not valid the Area Code and Phone Number entered in the Trunk Configuration window will be sent e Ifthe Area Code and Phone Number are not configured in the Trunk Configuration window the System Main Number in the System Configuration window will be sent Note These rules may be overridden by your PRI CID configuration E911 CI D A number entered in this field will be transmitted as the caller ID for 911 calls made by this extension Note If a number is not entered in the E911 CID field the Transmitted CID is transmitted as the caller ID for 911 calls made by this extension Language Sets the language the extension user will hear for v
333. gory Date 11 22 2008 7 IV Main Altiware Trace I DSP Trace Dump IV System Configuration Data IV AltiConnect Trace Dump Time 10 30 00 5 ya IV Service Provider Log Dump IV Window Event Log Variation pane A minutes IV IP Phone Trace Dump IV Quantum DSP Trace Dump Start Collecting Collected Trace Packages Storage Folder C AltiServ TracePackages 66_2006_11_22_19_02_27_217 zip 8412 11 22 2006 19 06 08 Change Storage Folder 12345_2006_11_22_19_00_27_HEAVY METAL zip 1657 11 22 2006 19 02 07 Explore Storage Folder Upload Package to FTP Free Space MB 53968 Apply Configurations to 66 Close 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 Problem Description Enter a description of the problem including the extension number involved the time when the problem happened how to reproduce the problem and so on Time Range The tool collects the trace between the time ranges The time range covers before and after the defined Date and Time The default Date and Time is one hour before the current date and time and the defau
334. groups The system can be configured with a maximum of 64 groups workgroup hunt groups paging groups Multiple Workgroup Log In and Log Out lets group members quickly log in and out of multiple groups 54 and 56 Picking Transferring Calls from Group Queue enables an extension to pick any call in queue using AltiAgent or AltiConsole AltiSupervisor is also able to transfer a workgroup queued call to any extension workgroup AA voicemail or outside number Priority Queuing allows for calls in queue to be associated with a priority The call priority can be assigned though Caller ID routing DNIS routing AA or other add on applications Call distribution is based on the call priority and queue time Call priority can be escalated if queue time exceeds a certain limit Queue Announcement before a call is sent to a group queue expected wait time and call position are announced Quit Queue Option a caller can press or 0 to leave a workgroup queue to transfer to group voice mail AA extension another group or an operator Ready Not Ready agent can set state to ready 90 or not ready 91 to inform the system whether the agent is able to receive the next call while logged in to a workgroup Real Time Monitoring e Workgroup s calls in queue longest queue time of calls exceed service level threshold and service level Number of agents in Login Logout Idle Busy Not Ready Wrap u
335. gured based on answer supervision capability Seconds after Dialing f the pager carrier cannot provide an answer supervision signal check this option and set a delay time Default 5 seconds maximum 30 seconds e 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 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 50 e From To notification during a specified time of day Select the hours in the From and To time scroll boxes e Any Time notification at all times every day 282 MAXCS ACM 6 0 Administration Manual Chapter 22 Workgroup Configuration Setting Call Handling Options Call Handling options include forwarding handling busy calls handling no answers and other options You can use Apply to to apply call restriction settings to one some or all workgroups To work with workgroup call handling
336. hannel number on the board For example in location 01 0005 the card logical ID is 1 and the port number is 5 If an IP Extension is logged on the location will show the IP address The Reset button resets the selected extension to the idle status You ll be asked to confirm the reset You can click the Reset button without selecting an extension and then type in the extension number for the extension to reset Trunk View Window The Trunk View window displays the status of all assigned trunks MAXCS ACM 6 0 Administration Manual 33 Chapter 3 Getting Around MaxAdministrator lF Trunk iew oix Location Status Duration 00 0016 idle 00 0017 idle 00 0018 Channel Physical Location Right click a trunk to display 00 0019 Shennel Properties its physical location or to 00 0020 open a trunk line properties 00 0021 window specific to the 00 0022 selected trunk 00 0023 00 0024 00 0025 00 0026 00 0027 00 0028 00 0029 00 0030 00 0031 00 0032 00 0033 00 0034 00 0035 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 The Type Status and Duration of trunk use is also displayed Note The Duration field displays the duration of the trunk only if the call is connected
337. hared D channel is used other TEI values might be required to identify which span will be used for a call Assigned by CO switch do not use this setting unless advised by your CO 130 MAXCS ACM 6 0 Administration Manual Chapter 11 Board Configuration Setting PRI Calling Numbers A PRI Calling Number Setting in the bottom half of the Protocol Configuration dialog box lets you set the numbers you want your Carrier to accept Protocol Configuration CH gt Type m Span type selection ISDN PRI setting 00 gt B Channel Switch mode 01 gt B Channel SUES na a 02 gt B Channel Channel associated signalling AT amp T 5ESS PRI 03 gt B Channel 04 gt B Channel Regular ISDN PRI ISDN Numbering Plan 05 gt B Channel D channel is the last channel 06 gt B Channel B Channel Maintenance Message C Custom ISDN PRI Pen i Set D channel a aed Bare IV Enable PRI Caller Name annel i oy EE a NSF Network Specific Facilities None hd ee ee D aa a Terminal ETETEN identifier aS Default setting Recommended fet Manually set to J I Enable Tie Trunk o i Capea E xl Assigned by CO switch PRI Calling Number Setting Carrier can accept any number C Carrier can only accept Calling Number with minimum 7 7 digits C Carrier can only accept assigned numbers as Calling Number Calling Number can be accepted by Carrier Use this number as Calling Number if the To 7 number c
338. has multiple IP addresses enter the one that other servers will use to communicate to this system This IP address format is recommended over DNS names since with the IP address the application does not need to resolve the name DNS name is also posted in this field Remote Ext Length Dialing Scheme The length of extension digits at the remote location Valid entries are None 7 with None meaning not specified Specifying the remote extension length is optional but highly recommended since this information tells the system how long to wait for another entry before sending the digits Overlapping ATGN allows the terminal to omit part of the digits required to complete a call while buffering the remaining digits This results in faster response time but it only works if the other end is also an AltiServ system Enbloc allows the system to buffer all of the digits required to complete a call Protocol Codec SIP Select if destination supports SIP protocol H323 Select if destination supports H 323 protocol SIP TCP Select if adding an entry to the table to support Microsoft Exchange integration Select which codec profile to use If the selected profile is incompatible with the remote end the call will not go through If you create two items that point to the same IP address they must also use the same codec Specifying a different codec is an invalid configuration MAXCS will always use the codec
339. he Mexico Spanish language prompts or to an extension that uses the corresponding language in its prompts This eliminates the caller having to select a language Note The MAXCS multilingual feature requires the purchase of an AltiGen Multilingual License Configuration Overview Configuring multilingual features involves most or all of the following actions which are discussed in subsequent sections Have the appropriate system and custom phrases recorded in each language that your company wants to use in addition to the default language Store the custom phrases in new directories under the C PostOffice Phrases directory using the prescribed naming convention Add the new languages to the Multilingual Configuration screen Enable auto attendant support in the Multilingual Configuration screen AA tab In the Extension Configuration screen choose an available language for the internal user if desired MAXCS ACM 6 0 Administration Manual 95 Chapter 8 Multilingual Configuration e Enable the extension user to change the preferred language for the extension by using a feature code 12 if desired e Configure the Language Setting in DNIS if desired Creating Language Phrase Packages For each set of phrases you want in a different language you need to have phrases recorded in that language See Using Professionally Recorded Phrases on page 93 for details Each language s phrase package must contain
340. he 12 port card is available in two models loop start ground start LS GS and 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 116 See attribute descriptions below Figure 2 Note the following additional information e Double clicking a channel in the Channel Mapping List opens a channel configuration dialog box See Triton Analog Station Line Properties on page 191 e Clicking the Board Configuration button opens the following dialog box that displays the board s serial number DSP clock physical and logical IDs For information on adding and removing mobile trunks see Mobile Extension Configuration on page 229 Board Configuration Triton8TLS 1 GW00 r Board Info Board S N 507457 08T 0016 DSP Clock 200 Physical Id 1 Logical Id 10 Board Type Configure Type l Add Remove Mobile trunks Cancel Figure 4 Board Configuration dialog box 118 MAXCS ACM 6 0 Administration Manual Chapter 11 Board Configuration Configuring the Triton VolP Board It is strongly recommended that system administrators review the Network Configuration Guidelines for VolP on page 307 before setting up VolP features Overview VoIP for MAXCS runs on both SIP and H 323 protocols that allow voice call
341. he following information e Rimmddyyyy_hhmmss callerl D calleel D workgroup D IDNIS sessionI D R mmddyyyy_hhmmss is the time stamp when the recording starts e calleri D is the caller ID or extension number It could also be bgn for barge in call sm for a silent monitor call trk bbcc for an inbound trunk call without caller ID bb is the board logical ID and cc is the channel ID MAXCS ACM 6 0 Administration Manual 103 Chapter 9 Call Recording Configuration calleel D is the target number or trk bbcc workgrouplID is the workgroup number for a workgroup call or ext for extension call DNIS is the DNIS number or NA for no DNIS number sessioni D is the CDR session ID Configuring Call Recording To configure system wide call recording including centralized recording for multiple gateways do one of the following Click the Recording Ea button on the toolbar Recording e Select System gt Call Recording Configuration The Recording Configuration window opens Recording Configuration xi m Recording Option M i Recording Type Extension based Recording x Note You need to configure individual extension or trunk to start recording Central Location E Record Dir Browse For Multiple AltiGateways Configuration I AltiG ateways Use FTP Protocol to Transmit Recorded Files to Central Location FIP Test FTP Server FTP Access Account FTP Path Password Please ensure t
342. he following procedures are setup correctly to store recorded files 1 FTP Server must be installed and configured properly on the Central Location machine 2 FTP Path must point to the FTP folder in the Central Location machine Cancel Help Figure 1 Recording Configuration window Note Call recording options for specific extensions workgroups can be set up on the General tab of Extension Configuration and Workgroup Configuration respectively To Enable and Configure Centralized Recording 1 2 3 Check the Enable Centralized Recording check box Select a Recording Type from the drop down list In the Central Location field browse for the directory you want to set as the destination folder and path for saving the call recordings Important If you are using FTP protocol the FTP server must be installed and configured properly on the same machine as the Central Location directory 104 MAXCS ACM 6 0 Administration Manual Chapter 9 Call Recording Configuration An FTP folder must be created for the Central Location so that it can be fully accessible through FTP The FTP Path must be pointed to the Central Location Note mportant note for Windows 2003 Server users using a remote shared directory Refer to the steps described in Using a Remote Shared Directory on page 105 4 Ifyou are using multiple gateways and you are not using network attached storage check Gateways Use FTP P
343. he root menu level Phrases 0291 through 0297 are phrases used for group queue prompts Select the phrase you want to use in the Prompt field To hear the pre recorded phrases 1 Use any phone to dial and log in with the system manager s extension and password Press 6 for the Phrase Management option Press 1 to review a phrase 4 Enter the 4 digit phrase number from the list below to hear the phrase Phrase Phrase 0001 Thank you for calling If you know the extension of the person you default wish to speak with please enter it now To reach the operator press O or simply stay on the line 0291 Please hold someone will be with you shortly For your convenience default you may leave a message if you wish by pressing the key on your telephone and we will get right back to you 0292 Please hold someone will be with you shortly 92 MAXCS ACM 6 0 Administration Manual Chapter 7 Auto Attendant Configuration Phrase Phrase 0293 We appreciate your call and will be with you as quickly as possible 0294 Thank you for your patience We should be with you soon 0295 Thank you for your patience We should be with you soon For your convenience you may leave a message if you wish by pressing the key on your telephone and we will get right back to you 0296 We apologize for the extended delay but our current call load is abnormally high Remember you may leave a me
344. hip x Allow this server to be added to domain DomainName VoIPDOMAIN Member Key arara Domain Information Current Domain Name None Server Role Stand alone Create domain and join as master 4 Click Create domain and join as master A dialog box opens Upgrade To Domain xi Master IP Address This address must be reachable from other members OK cancel 5 Enter the IP address of this system If this system has multiple IP addresses enter the one that can communicate with other member servers 6 Click OK and wait for 5 to 60 seconds depending on the size and configuration of the system The display in the Enterprise Location Manager window changes to show the name of the VoIP domain and this server as Master 332 MAXCS ACM 6 0 Administration Manual Declaring Additional Servers for the Vol P Domain Chapter 25 Enterprise VolP Network Management Enterprise Location Manager i xi Grenieaterronroerran Location Name alti_telecam Switch Type AltiWare ACM Domain Membership x Domain Name Member Key Domain Information Current Domain Name VoIPDOMAIN Server Role Master i Downgrade to stand alone system Additional servers are added to the VoIP domain in Enterprise Manager but first you must declare these servers and assign them a member key in MaxAdmin To do so 1 2 Log on to the mem
345. his option and set a delay time Default 5 seconds maximum 30 seconds Note Note If the delay is set too long the notified party will hear silence before the announcement is played e Seconds after Answered This field is set to 0 seconds and it is not configurable for notification to a phone number It means the system will play the announcement immediately after answer supervision is received When notification is configured to a pager the system will transmit DTMF digits as the return phone number the System Main Number as set in the System Configuration General tab after call connection However there are situations when the system may not be able to receive an answer supervision signal from the pager system If the system sends digits before the call is connected some digits will be cut off The following two options can be configured based on answer supervision capability Seconds after Dialing f the pager carrier cannot provide an answer supervision signal check this option and set a delay time Default 5 seconds maximum 30 seconds e 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 aft
346. hony board will provide the clock signal for the TDM bus If you don t have multiple T1 or E1 boards in a gateway the default Auto setting is recommended The system will find the appropriate board to supply the clock If you have multiple T1 or E1 boards in a gateway the system will automatically select the one with the lowest logical board ID as the clock source However in some circumstances you may need to manually change to other boards For example 1 If multiple T1 E1 boards are in the gateway and the T1 E1 board that has been selected automatically is not active 2 If the T1 E1 board that has been selected automatically is set up as a tie trunk to another system and the T1 E1 connecting to the CO is on the other board Adding and Attaching a Gateway Caution Always try to attach a gateway when call activity in the system is low If resources are being used in one of the gateways ongoing calls may be dropped To attach a gateway to the MAXCS system you must first add it to the list in the Gateway Management window To add a gateway to the list 1 Click the Add button The Add Gateway dialog box appears ID 03 ad Name O OOo O Type aateny gt Address Password Cancel 2 Set this gateway s unique number Each gateway in the system must have a unique identifying number Specify a name for the gateway that identifies it to you Select the type Media Server or Gateway
347. i xai ea asa dee eed a eae i eB ek a 199 Mail Forwarding Options aaa ee 199 Setting Message Playback Options 0 0 00 eee eee ns 199 Press O Optlonen ged wid Ate dat ae eee ae po ad kee de ed nue Kee 200 Setting Mailbox Capacities ee 200 Setting Message Notification Options 0 0 cee ee es 200 Setting the Message Types for Notification 2 000005 201 Emergency Notification a a aaa aaa ee 202 Unusual VM Activity Notification 2 2 aaa a 202 Setting the Type of Notification anaana aaa a 203 Setting Notification Timing 2 2 0 0 0 0 ee 204 Setting Notification Business Hours saasa aaa a 204 Enabling Message Notification 0 0 es 205 Configuring Calling Restrictions 2 0 0 a 205 Setting Call Restriction Options 0 000 000 eee ee 205 MAXCS ACM 6 0 Administration Manual V Setting Other Call Restrictions 0 ee 206 Setting Answering Options aaa es 206 Forwarding All CallSe sensie a oan a hae ea Re Ga ete a A eda ie 207 Do Not DISt rD ai ics Zoek A act ng a Gade 8 dye etn aden dak al otk we 208 Handling Busy CallSie ican iie a tie 8h doe be Re A A ee eee 209 Setting Call Waiting Options 1 0 0 a 209 Handling Unanswered Calls 0 0 0 0000 ee ee 209 Configuring One Number AcceSS sasaaa aaa a 210 One Number Access Options 0 000 ee 211 Call Sereening ngoi nier gae ees he oe a es ee ey Soe Ea y 212 Setting
348. ication is not available forward to Extension z 1000 ba App Information Application Source oo a Spec Doc Location B Designed by Implemented by Implementation Date 9 15 2006 v gt Revision Number Refresh Add Delete Revision Date sns gt Figure 1 Application Extension Configuration window To set up an application extension 1 Add Application Extension x Input number fossa Please enter a valid 4 digit long number Cancel Figure 2 Add Application Extension dialog box uv PM Click OK Application Failover Plan The application extension appears in the AppExt List Type a password in the Password field Type a description of the application in the Description field if desired In the Application Extension Configuration window click the Add button and enter an extension number in the Add Application Extension dialog box and click OK The Application Failover Plan ensures that a call made to the extension will be automatically transferred if the application is not available Use the If application is not available forward to drop down list to select the forwarding destination The options are 112 MAXCS ACM 6 0 Administration Manual Chapter 10 Application Extension Configuration AA select the auto attendant number to use in the drop down list under the option AA settings are configured in System gt AA Configuration e Extension select an extensio
349. ick the Browse button to select the destination folder for the converted files If they are prompts they should be placed in the C PostOffice phrases LangCustom directory on the gateway that is running AltiServ If the files are music files they should be placed in the C PostOffice Phrases Music directory A file that you want to use for music on hold must be named MusicOnWaiting To save the AltiGen system MusicOnWaiting file rename it before replacing it 3 Check the files you want to convert 4 Inthe Format panel select a format 5 Click Convert If a file format is incorrect an error message pops up 394 MAXCS ACM 6 0 Administration Manual Chapter 29 Tools and Applications Read Config Read Config or Configuration Reader is a tool that creates a subdirectory in altiserv EXE AltiWareHtml of HTML files showing details of your MAXCS configuration To use Configuration Reader 1 Launch Configuration Reader from Start gt All Programs gt MAXCS gt Utilities gt Read Config ReadOE for AltiWare ACC 5 1 and AltiWare ACM 5 1 Eg Open previous m Read Data From ReadOE file 7 Bis Create new ReadOE file Out tall Output Data to utputa A r N Fold C MaltiServ Exe AltiwareHtml B configuration to M Folder iServ Exe areHtrnl ee I ReadOE Data File C AltiServ Exe altigen_re dat this folder jisi W To properly diagnose the system s problem AltiGen s Technical Sup
350. ied 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 lt phone number gt lt pager number gt format For example if the phone number to call the pager operator is 7654321 and the pager number to page the user is 12345678 the notification outcall number that needs to be entered is 7654321 12345678 When the pager operator answers the Message Notification call MAXCS announces the pager number and the System Main Number as configured on the General tab of System Configuration which will be displayed on the user s pager The operator is also given the option to repeat these numbers by pressing MAXCS ACM 6 0 Administration Manual 281 Chapter 22 Workgroup Configuration Outcall to Cellular or PCS Phone Numbers When an outcall is made by the system for One Number Access Message Notification Zoomerang Call Forwarding and so on to acellular or PCS phone it may ring the phone once but not necessarily present the call and make a connection This will happen if the ringback tone played by the cellular service provider does not conform to standard ringback tones To work around this problem append a few commas to the outcall cellular number when entering it Each comma provides a one second pause Setting Notificat
351. ilable Member C Ring Next Available Member Ring All Available Members Ring Longest Idle Member Ring Average Longest Idle Member C Ring Fewest Answered Calls Ring Shortest Average Talk Time Skill Based Routing T Enable Single Call Handling for Agents Ring First Available Member first available extension in a workgroup For example if there are three member extensions in a workgroup the call is always sent to the first member configured in the workgroup If this member is busy the call goes to the second member configured and so forth e 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 workgroup regardless of whether the previous member is busy or not In other words if the previous call was sent to 3 in the group the present call is sent to 4 if 4 is not busy Ring All Available Members all extensions in a workgroup Note When this option is enabled a single workgroup can have no more than 20 members In addition calls to the workgroup with this option enabled have higher priority than other workgroup calls Therefore if an agent belongs to multiple workgroups one of which has this option enabled a call to that workgroup will be processed first regardless of Wait Time of calls in other workgroups which are not set to Ring All If members are using IP extensions
352. iles Figure 4 Restore Configuration dialog box 3 Under Components select the file groups you want to restore 386 MAXCS ACM 6 0 Administration Manual Chapter 29 Tools and Applications 4 Using the Restore From drop down list select the day you want to restore from or select Advanced to choose the restore folder Clicking Advanced displays a folder icon that you can click to open a dialog box that allows you to select the directory you want to restore from Select a day of the week or manually choose the restore directory The specified directory appears in the text box below the drop down list Note The components you select for restore must have been backed up into the directory you selected For example if you didn t back up configuration files on Thursday you won t be able to restore them from the Thursday directory Important Make sure the version you restore the database files from is compatible with the current MAXCS version If incompatible files are restored the phone system will fail to restart 5 Click OK to start the restore process 6 When you are finished restoring backed up files restart the AltiGen switching services MaxAdmin amp Extension Security Checker MaxAdmin amp Extension Security Checker is a tool that e Checks the security status of every extension in your MAXCS system and displays the security characteristics of each extension From an extension s right click menu
353. ime 2005 09 21 14 20 18 Diagnose Noise Level Echo Retum Hybrid Echo dBm 73 05 Loss dB Return Loss l 11 47 Rs Level at 600 ohmfdBm C Test Rx Level Restore the I mpedance and Rx Gain settings and click OK If You Need to I mprove the Rx Level If the Rx Level measurement is between 6 to 9 dB and IP phones are used take the following steps to increase the gain for the Triton analog trunk to IP phone connection 1 2 Go to VolP Board configuration and click the Advance button Increase the Transmitting gain to IP Extension to 9 for the Triton Analog Trunk Do NOT change the gain in the trunk property of the Triton Analog Trunk Board since it may impact the echo canceller performance If the Rx Level measurement is worse than 9dB for example 10 dB you should contact the CO to adjust the line loss to the acceptable range If You Don t Have the Milli Watt Test Number If you don t have the local CO s Milli Watt Test Number you can follow the steps below to measure the line loss when calling two local trunks 1 Copy C Post Office Phrases Lang1 phrase9900 to C Post Office Phrases LangCustom folder Rename it an unused phrase name for example phrase0990 the number must be less than 1000 This phrase is a 1 kHz test tone Select an unused AA and set the AA to play the prompt phrase you named in step 1 0990 in this example MAXCS ACM 6 0 Administration Manual 161 Cha
354. ing and Deleting DNIS Route Entries 000000 eee 170 Defining DNIS Routing aaa ee 170 CHAPTER 14 Out Call Routing Configuration 0 00 00 eee eee 173 Configuring Out Call Routing 2 0 a 174 Working with Route Definitions 0 2 00 0020002 175 Setting Default Routes 2 ee 176 Working on Dialing Patterns 0 000000 ee eee eee 177 Configuration Example Solving 10 digit Dialing 180 Resolving Dialing Delay for Non USA Canada Countries 182 CHAPTER 15 Extension Configuration 0000 cee ees 185 About the Apply To Button 2 0 aa ee 186 Setting up Extensions vocea adina Daa e K e es 186 Setting Personal Information aasa aaa a 187 AGCGOUNE Eoo e E 8 EE Toe ton O E E E E EE 189 Call Recording Options re asi araa i a e E E A A E A E A GE 189 Physical Location and Type 1 0 ee 191 Setting the Line Properties 0 0 aa a 191 IP Extension Configuration 2 0 0000 ee 193 Phone Display Options 0 00 00 ee 193 Configuring Group Options for an Extension 0 000 eee ens 194 Setting up Station Speed Dialing 2 a 196 Setting the Mailbox Options 00 ee 197 Setting an Information Only Mailbox 2 000000 eee 198 Disabling a MailbOxXs 2 248 co Pe eE bea vente eee eae ee has 198 Assign Exchange Integration License 0 0 0 eee ees 198 SMTP POP3 S eCttinig zi
355. ing seat license for each extension that will be recording either Dedicated Recording Seat licenses assigned to particular extensions or a Concurrent Recording Session license that is shared by a fixed number of extensions e It is recommended that you have a separate storage server to store recorded files e Recorded files 64Kbps PCM format can be managed by the VRManager licensed application or can simply be saved and played with VRPlayer free If your system has a multi chassis configuration and the gateway needs to transmit recorded files to a storage server you need to set up an FTP server to facilitate the file transfer You do not need to set up an FTP server for a single chassis all in one installation e If an agent is using an IP phone and recording is turned on the system will use a recording channel on a VoIP board to process the recording session The IP phone will occupy a codec channel on the VolP board to allow the recording channel to tap into the conversation You need to make sure that the AltiServ that agents belong to and the gateway for a multi chassis installation have adequate VolP codec channels to record conversations The basic guideline is to have one codec channel per agent e Because recording files requires a large amount of disk storage space NAS Network Attached Storage system is recommended unless VRManager is used Description of the Recorded File Name The recorded file name contains t
356. ing systems are supported in MAXCS 6 0 For the MAXCS 6 0 Server e Windows Server 2003 with SP2 e Windows XP Professional with SP2 Officel and MAX1000 R only e Windows XP Embedded MAX1000 only For MaxAdministrator 6 0 e Windows Server 2003 with SP2 e Windows XP Professional with SP2 e Windows Vista Business Edition e At least 1024 x 768 Resolution is required For Enterprise Manager e Windows Server 2003 with SP2 e Windows XP Professional with SP2 MAXCS ACM 6 0 Administration Manual 21 Chapter 2 System Requirements and Installation e Windows Vista Business Edition e 20 GB available hard drive disk space For MAXCS 6 0 Client Applications e Windows XP Professional e Windows Vista Business Edition For Online Help e Internet Explorer 6 0 or higher browser Installation program will install JAVA VM 1 5 automatically CPU Memory and HDD Requirements 256 MB RAM if run in client machine 512 MB RAM if run within the same server The following table lists the minimum requirements for a single system Number of Triton 5V 12 V boards per CPU Available Hard Disk Power Require Require system Type Memory Controller Supply ment ment 1 3 1 2 GHz 512 MB IDE RAID Single 300W 15A 6A or Celeron M better 4 6 1 2 GHz 512 MB IDE RAID Single 400W 20A 16A Celeron M or Dual 400W load sharing recommended 7 15 3 0 GHz 1 GB IDE RAID Dual 400W 40A 20A Pentium IV with load sharin
357. inistrator to assign a priority level to an AA menu Set Skill Level Requirement allows the administrator to assign a skill level requirement to an AA menu Web based Call Processing allows the AA to accept calls placed over the AltiWeb application Voice Mail Features The Voice Mail System is a message management system that provides the calling and the called parties with enhanced communication features It allows greater accessibility faster reply time between parties and reduces the frustration of telephone tag The voice mail system includes the following features Configurable voice mail playing order Administrators can configure users voice mailboxes to play the oldest or the newest message first Disable a Mailbox voice mailboxes can be disabled so that callers cannot leave messages Future Delivery allows users to record a message to be delivered at a specific time and date in the future up to one year in advance 12 MAXCS ACM 6 0 Administration Manual Chapter 1 Overview Information Only Mailbox a mailbox can be configured to announce customized pre recorded information when accessed This mailbox does not allow callers to leave a message but only to listen to the message announcement personal greeting from the mailbox To repeat the message callers are instructed to press the key Making a Call from the Voice Mail System allows users to make a call from within the Voice Mail System by pres
358. ion Host Select the extension number of the host of this meeting The host can start and stop the meeting and can mute and drop meeting members Frequency Select the frequency of this meeting from the drop down list A weekly or monthly meeting can actually be specified as every 2nd week month or every 3rd week month and so on Middle panel Options in the middle panel vary according to the frequency of the meeting See the sections below this table Require Conference If you check this no one can participate who does not enter Passcode the conference passcode that you supply Passcode If you are requiring a passcode enter it here Announce Participant If you want participant names announced when they enter Name and leave the meeting check this check box Fill in the fields of the Create Meeting dialog box and click OK See the following sections for directions on filling in the fields in the middle panel of this dialog box Note If other scheduled meetings have already reserved resources for the time period and sufficient resources are not available for the meeting you are attempting to schedule a message pops up telling you that there is a resource conflict One Time Only Meeting If you select One Time Only from the Schedule drop down list these are your options in the middle panel Duration 30 minutes Ss Now onDate Date 10262008 stat 0205PM 1
359. ion gt General tab 4 In Enterprise Manager Global Server Location panel select the slave and click the Rejoin button to synchronize the slave with the domain 336 MAXCS ACM 6 0 Administration Manual Chapter 25 Enterprise VolP Network Management Global Server Location ID Name Master Status ey 01 alti_teleco YES Active 402 ACM PLA Disconnected ae gt Remove C aa Set As Mast Rejoin S Master button A dialog box opens that requires you to input the slave server s site address and member key This address must be reachable from all Site Address 10 10 10 28 members Member Key c 4 OK Cancel 5 Input the address and member key and click OK Managing Domain Users Click the User button in the toolbar to e Display all extensions from all VolP domain member systems extension number name type home server and scope The scope of an extension is discussed in the following section e Resolve conflicting extensions and groups to global user or back to local user on the Resolve tab e Relocate an extension from one location to another location with optional voice mail on the Resolve tab The General tab displays read only information about the selected extension MAXCS ACM 6 0 Administration Manual 337 Chapter 25 Enterprise VolP Network Management Enterprise Manager User Py G ni Os FF aao BS Lise 4 f ED A i aA Logout S
360. ion 12 x Reset Channel 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 Extension Yiew Of x 100 Eng 00 0004 idle 110 Sale 00 0006 idle 130 MkT 02 0058 10 10 1 22 idle 132 MkT 02 0001 10 10 1 24 idle Media Channel an RTP channel connects system to phone or phone to phone system to system to carry the digitized voice stream The codec resource on the VoIP board will be allocated dynamically based on connection types If both end devices are IP phones the media channel can be connected from IP phone to IP phone using the IP phone s codec except when the following is true e H 323 tie trunk is used e SIP trunk is used e codecs at two end devices are mismatched e extension has Agent setting checked e voice recording is enabled at the IP extension e a NAT router exists between AltiServ and remote IP phone SIP supports a direct connection of the voice stream between SIP phones H 323 tie trunks still require the voice stream to connect to the server MAXCS ACM 6 0 Administration Manual 217 Chapter 16 Setting Up IP Extensions The media channel implementation consists of the following elements e 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
361. ion Timing When notification is configured to an outside phone number the system will announce This is the outcall notification message for after call connection However there are situations when the system may not be able to receive an answer supervision signal from the carrier If the system plays the announcement phrase before the notification call is answered the phrase will be cut off The following two options can be configured based on answer supervision capability e Seconds after Dialing f the carrier of the outside phone number cannot provide an answer supervision signal check this option and set a delay time Default 5 seconds maximum 30 seconds Note Note If the delay is set too long the notified party will hear silence before the announcement is played e Seconds after Answered This field is set to 0 seconds and it is not configurable for notification to a phone number It means the system will play the announcement immediately after answer supervision is received When notification is configured to a pager the system will transmit DTMF digits as the return phone number the System Main Number as set in the System Configuration General tab after call connection However there are situations when the system may not be able to receive an answer supervision signal from the pager system If the system sends digits before the call is connected some digits will be cut off The following two options can be confi
362. ion is not meaningful when a higher priority caller can push a lower priority caller or if no agent is available to answer a particular SKLR Expected Queue Time when checked the system will tell the caller how long the wait is expected to be When calculating this number the system will consider the average agent call handling time and the position of the caller in queue Because queue position is a factor when calculating this number do not check this option when call priority and caller SKLR matching are configured Please note that the Expected Queue Time is an estimated number Agents logging in or out of the workgroup during operation hours will affect the actual handling time and cause deviation to the expected queue time Expected Queue Time round up to minutes Average Call Handling Time x Queue Position 59 sec 60 sec Expected Wait Time Sampling To calculate Expected Queue Time the system needs to take samples when a workgroup starts operation You can set the following parameters to set a sampling period and a fixed Expected Queue Time announcement during sampling period The expected queue time counter is reset for all workgroups daily at midnight Initial Sample Call Count 1 to 100 How many calls you would like to use as initial samples Initial Expected Wait Queue Time 1 to 10 minutes This field defines the expected queue time to be announced during the sampling period Queue Overflo
363. ioned are trademarks or registered trademarks of their respective manufacturers AltiGen s products are protected under one or more of the following U S patents with other U S patents pending 6532230 6192344 6292549 6493439 6909780 6738465 6754202 6766006 6928078 6909709 6956848 7058047 7013007 7027578 7280649 7308092 AltiGen Communications Inc 4555 Cushing Pkwy Fremont CA 94538 Telephone 510 252 9712 E mail info altigen com Fax 510 252 9738 Web site www altigen com Copyright AltiGen Communications Inc 2008 All rights reserved 4413 0001 6 0 Contents ABOUT THIS MANUAL 2 eee ee L Related Publications sec tuaana Bon eed REE eh pee eee ee dae ko eh ae 1 CHAPTER 1 OVervie W forces eee ead E Sa ae aE a ease ca tenant et E Mae ened fase me ieee 3 Technology Enhancements in Release 6 0 0 00 eee ee ee 3 Microsoft Exchange 2007 Support sasaaa aaa es 3 HMCP Media Server Support saasaa aaa ee 3 PBX New Features and Enhancements 000 a 4 Client Applications New Features and Enhancements 0005 4 Key System Features aaa 6 IP PBX Features oc co rara p eae ke ke ee eee Led Ee 6 Automatic Call Distribution Features saasaa saaa a eee 9 Auto Attendant AA Features auaa aaa a a a a a a 12 Voice Mail Features 0 0 0 ee 12 Internet Integration Features 2 aaa aaa es 13 System and Administration Features 0 ce ee ee 14 Voice over IP Features 0
364. ip Codec SIP eee H323 Hop Off Allowed Eemer J Additional Configuration for Native VM Integration Additional step required for the Native VM integration option 1 The Exchange 2007 dialing plan must be set so that all the voice mails are in wav format Only the G711 audio codec option is supported The following figure shows how to configure the Exchange Unified Messaging for wav based voice mails instead of the WMA default fig Exchange Management Console SDigitDialPlan Properties ai xj Ele Action yew Hep 4 mem General Subscriber Access Dial Codes ome mew T Features Settings Dising Rue Groups 3 Microsoft Exchange Dial by name primary method fiss First z Dial by name secondary method Select G711 Audio codec Operator extension Logon faites before disconnect Timeouts and Retties sid Unified Messaging J Server Configuration E Recipient Configuration S Toobox Mascmum call duration min EJ Masimmum recording duration min fo Recording idle fmne out sec 5 Input ide timeout sec B Input rete Bo o i Input faures before disconnect 3 Language Settings Default language Engish United States z Troubleshooting If users experience a problem making calls to the Exchange 2007 server make sure the MSXML 6 0 Parser has not been deleted from the server Without it the speech engine services cannot play voice prompts M
365. iration of Saved Messages gt Recording Options Minimum Recording Length 2 sec s IV Pause Detect Length E 100ms r Exchange Integration Disabled Exchange 2003 2007 Client Access Server Synchronize with Exchange 2003 2007 Bridged Access To Exchange 2007 Exchange 2007 Unified Messaging Server C Native YM Integration With Exchange 2007 m SMTP POP3 Options IM Enable SMT P POPS Service Mail Domain Name fsevedatigencom fi oo v frontdesk server altigen com PostMaster Ext Cancel Apply Help 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 Can be between O and 16 This is the number of times the system will try to deliver a voice message notification after the original attempt For example 5 retries means five tries after the original or 6 total attempts Maximum Retry Count The number of minutes between retry attempts Five minutes is the minimum and 60 minutes is the maximum interval allowed Choices are in 5 minute increments The default is 5 minutes Retry Interval in Minutes 78 MAXCS ACM 6 0 Administration Manual Chapte
366. is 9 e Set Call SKLR for workgroup directed calls Lets you assign a skill level requirement from 1 9 to the selected caller ID number This setting tells the system to match the call to an agent s skill level setting Setting an agent s skill level is explained in Setting Up Skill Based Routing on page 273 e Language Setting lets you specify that callers who dialed from the selected caller ID will hear prompts in the language you set here This field will have choices only if you added sets of prompts according to the instructions in Multilingual Configuration on page 95 DNIS Routing When an incoming call comes through a trunk with DNIS or DID numbers the system can route the call to the proper extension auto attendant or operator based on the DNIS or DID number collected In order to locate an entry in the DNIS table for an incoming call a full match is required To access DNIS routing settings click the DNIS Routing tab in the In Call Routing Configuration window MAXCS ACM 6 0 Administration Manual 169 Chapter 13 In Call Routing Configuration In Call Routing Configuartion xi DNIS Routing Caller ID Routing m Name English Chinese 8002223333 Spanish m Workdays During Business Hours C Route Incoming Calls to Extension y Route Incoming Calls to AA Customer x C Route Incoming Calls to Operator m Workdays Outside Business Hours Route Incoming
367. is added into or removed from the system When you select a trunk in this list the options and parameters for the trunk appear in the settings in the right side of the window MAXCS ACM 6 0 Administration Manual 145 Chapter 12 Trunk Configuration Configuring One or Multiple Trunks To customize trunk characteristics you work on one trunk at a time To apply the same configuration to multiple trunks use the Apply To button This pops up a list of all trunks with all of the trunks selected by default Select the trunks you want to apply changes to then click OK Use Ctri click and Shift click to select several trunks This applies changes to multiple trunks for only the attribute or option that you changed Please Select the Trunks You Want to Apply the Changes co 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 44 Note There are two types of access code Trunk Access Code TAC and Route Access Code RAC TAC is a quick and easy way to select which trunk s you would like to dial out from especially when you want to reser
368. ist 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 The Apply to button is disabled unless there is a change that can be applied to multiple workgroups and when you use it to apply changes to multiple workgroups it works on only those changed attributes that can be applied Setting Up Workgroups Set up new workgroups in the Workgroup Configuration window To create a workgroup 1 Click the Add button under the Group List The Add New Group dialog box opens Input number I Global group Please enter a valid 3 digit long number Cancel 2 Type in a group number for the workgroup 3 Check the Global group check box if you want the group to be visible to other gateways 4 Click OK Establishing Basic Workgroup Attributes After you create a workgroup you can set basic attributes on the Workgroup Configuration General tab e First Name and Last Name each with a maximum of 32 characters Password the default is the system default password set on the Number Plan tab of the System Configuration window A valid password cannot be the same as its workgroup number and must be 4 8 digits numbers or letters A Z in length Basic password patterns such as re
369. istration Manual 91 Chapter 7 Auto Attendant Configuration Making Auto Attendant Assignments Once the AAs are set up you can use them in various in call routing situations trunk DNIS caller ID in call routing and an answering option for an extension or workgroup For example for trunk AA assignments see Incoming Call Routing on page 165 For extension or group assignments see Setting Answering Options on page 206 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 An example of a group greeting phrase Please hold someone will be with you shortly You might also want to give callers the option of hearing prompts in another language For information on configuring for a multilingual AA see Multilingual Configuration on page 95 This section covers information on how to use pre recorded phrases record custom phrases and use professionally recorded phrases Using Pre Recorded Prompts MAXCS provides ready to use pre recorded phrases Phrase 0001 is the default AA greeting at t
370. ize with Exchange 2003 2007 Bridged Access to Exchange 2007 Allows a two way synchronization between a user s Altiserv voice mail and the user s Outlook readable mail messages with their attached wav files in the user s inbox When e mails or voice mails are deleted from one server they are automatically deleted from the other server as well This is what AltiGen s previous releases have offered If you choose this option type in the Exchange 2003 2007 Client Access Server IP address or DNS name Through bridged access integration via a SIP connection AltiGen s voice mail will provide an option to the user to directly access the Exchange 2007 Speech Enabled Attendant by pressing 7 in extension voice mail after entering the password Note If Exchange server is offline or down the user pressing 7 will hear an error message This voice mailbox is not accepting new messages at this time All other VM features will still function as they are provided by the MAXCS system and not Exchange server This is a system wide option If you choose this option enter the IP address of the Exchange 2007 Unified Messaging Server or the server s DNS name Note If Bridged Access is configured the user s Exchange voice mails are not accessible from the AltiServ voice mail features No synchronization is provided in this option 80 MAXCS ACM 6 0 Administration Manual Chapter 6 Voice Mail Configurati on
371. kday handling 273 notification message 201 246 schedule 204 248 workgroup messages 281 notification type and timing 204 247 282 numbering plan 44 ISDN configuring 129 O ONA call screening 212 configuring 210 enabling 210 ring duration 212 one number access configuring 210 enabling 210 one way connection test tool 384 online help 31 operating systems supported 21 Operator Extension 44 operator group 44 out call routing configuration 173 configuring 174 default routes 176 dialing delay 182 dialing pattern tips 179 dialing patterns 177 example configuration 180 overview 173 route definitions 175 out of sync 347 outgoing call blocking 166 outgoing calls blocking all 57 overhead paging 65 overlap dialing 148 330 P packet length 322 pager notification 247 281 paging overhead paging 65 trunk configuration 147 paging group configuration 253 password changing 29 extension 187 PBX menu 30 personal call recording options 189 phone display options 193 phone number trunk 147 phrase management for auto attendant 92 physical extension 186 ping to check network connectiv ity 427 pipe intranet 324 intranet configuring 326 public 324 public configuring 326 playback message 199 245 279 playing music from a file 64 PM schedule 51 poor voice quality 427 POP3 service 81 port number 33 ports network 419 Postmaster Extension 82 prefix system prohibited 56 toll call 61 press 0 option 200 280 pr
372. l Number of R Before Handling o_ a If all group members RNA Logout forward the call to M Enable Forwardto Voice Mail p d E f 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 e Group Queue The caller will stay in the hunt group queue waiting for any agent to become available If there is no agent logged in at this moment the system will use Group Logout Handling to handle this call e Group Voice Mail The caller will be forwarded to the hunt group voice mail box when all agents are busy e AA forward caller to an auto attendant e Extension forward caller to an extension e Group forward caller to another group Line Park forward caller to a Line Park group Forwarding All Calls When you do not want the hunt group to handle any calls check the Enable Forward To option in the Forward All Calls section of the Call Handling tab and select an option The forwarding options are as follows e To Voice Mail e To an Extension select an extension number in the drop down list e To AA select the AA to use in the drop down list under the option MAXCS ACM 6
373. l e UDP 10060 e UDP 30 000 31 000 e TCP 10064 MAXCS ACM 6 0 Administration Manual 421 422 MAXCS ACM 6 0 Administration Manual APPENDIX Technical Support amp Product Repair Services This appendix describes e AltiGen technical support policy and procedures e Product repair e 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 How To Reach AltiGen Technical Support Authorized AltiGen dealers and distributors may contact AltiGen technical support by any of the following methods e You may request technical support on AltiGen s dealer web site at https dealer altigen com Open a case on this site and a Technical Support representative will respond within one business day e Call 510 252 9712 and follow the prompts Your call will be answered by one of AltiGen s Technical Support Representatives or routed to the Technical Support Message Center if no one is available to answer your call Technical support hours are 5 00 a m to 5 00 p m PST Monday through Friday except holidays If all representatives are busy your call will be returned in the order it was received within four hours under normal circumstances Outside AltiGen business hours only urgent calls will be returned on the same day within one hour
374. l or NAT devices if you select this option Max Tie Trunk Channel Sets the maximum number of trunk channels for this board in increments of 4 from 4 to 96 You need to reboot the MAXCS system after the maximum trunk channel number is changed Configuring Virtual Board HMCP This section is for a Multi Gateway Softswitch with an HMCP media server installation only A single all in one system does not require configuration of this board Host Media Control Processing HMCP is a virtual board that uses an Intel CPU to provide the following functions 1 Process VolP Media Stream e Encode decode and transcode voice stream e Detect and generate tone for IP devices 134 MAXCS ACM 6 0 Administration Manual Chapter 11 Board Configuration e Play music when device is on hold e Process IP paging 2 Play and Record Voice Files e Announce system and queue phrases e Process auto attendant e Process voice mail e Call recording for IP extensions 3 Provide Conferencing Resources e Station conference e Meet Me conference e Barge in silent monitor coaching From a deployment point of view an HMCP media server can be installed in the same Softswitch system sharing the same CPU or can be in a stand alone server with a dedicated CPU Notes e Do not install HMCP service in a system with AltiGen s Triton telephony board It will cause resource conflict e Remove the Triton Resource board and MeetMe conference board from OFFICE
375. l Login all group members are automatically logged into the assigned group after the system is restarted All Logout all group members are logged out of the workgroup when the system is restarted Setting Business Hours Settings on the Business Hours tab in the Workgroup Configuration window define how after hours calls are handled for workgroups An administrator can assign a Business Hours profile to a group and also configure after hours handling for each day of the week MAXCS ACM 6 0 Administration Manual 271 Chapter 22 Workgroup Configuration To set after hours call handling select the workgroup you want to work with from the Group List in the Workgroup Configuration window then click the Business Hours tab Workgroup Configuration 103 Ee Group List Notification Call Handing Queue Management T General Group Member Business Hous Skil Based Routing Mail Management 103 Cust Serv i 111 Business Hours Profile System hd 204 Tech Support Day After Hours Non workday Handing Logout All Agents at Mon F Foward To Outside Number z C famam M fosooam 3 z 5101234567 r eno H Tue M FowadTo AA C fzo r peman Wed Forward To r fizo 4 r peman EE Operator Fore Outside Number r fizo r fosoa Thu I FowadTo AA Mak o a Fri I Forward To aa C fizooam E M Joe00 4m galg r 0400 PM El Sat M Fowad
376. l and then get a dial tone without hanging up the cell phone The user must press the second within 1 5 seconds e Transmit Caller ID to MobileExt through PRI panel Choose from Send inbound caller I D or extension number e Send inbound caller ID only e Replace with following number e DNIS Access Numbers f a PRI trunk is used for a mobile extension a DNIS access number must be set so that AltiServ can tell if the incoming call is a regular trunk call or a mobile extension off hook request Click the Add button in this panel to add a DNIS access number To remove a number select it and click the Remove button e Mobile Extension Ports table displays fields for the channel target phone number caller ID trunk allocation Shared or dedicated phrase 1 Play Phrase After Answered and phrase 2 Play Phrase Before Dial Tone of each extension port Mobile Trunks table displays fields for the board span channel trunk allocation mobile extension and status of each mobile trunk 236 MAXCS ACM 6 0 Administration Manual Chapter 18 Mobile Extension Configuration Voice Mail for Mobile Extensions When the mobile extension phone is turned off or busy messages can go to the extension s voice mail in MAXCS or to the mobile phone s voice mail e To send a call to the mobile extension s voice mail in MAXCS check the Press any key to answer call check box e To send a call to the mobile phone s voice mail
377. l calls Business Hours Profile allows for setting morning and afternoon business hours for each day of the week Multiple business hours can be configured in a system Also multiple Business Hours profiles can be assigned to DNIS Routing and Trunk In Call Routing entries Busy or Ring No Answer Call Handling sends calls to voice mail another extension or AA if the called extension or group is busy or does not answer Call Forwarding and Remote Call Forwarding sends all calls to another extension to a workgroup hunt group or to an external telephone number This allows users to redirect their calls to another location such as home or a branch office Call Forwarding can be set up either at the source extension or at the destination extension on the system Remote Call Forwarding There is 10 hop limit on forwarded calls Call Park and Pick Up Station 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 Call Park and Pick Up System users can park calls at the system to be picked up at another station An ID is assigned to the call when parked The user can pick up a parked call by entering a feature code and the Parked ID Call Park Ring Back Identification to Operator when parked calls are not picked up the operator is rung Call Restri
378. lboxes it may take up to 24 hours to initialize the Exchange integration service On the other hand if you have less than 100MB of voice mails on the AltiGen server the initialization will take less than 5 minutes MAXCS ACM 6 0 Administration Manual 369 Chapter 27 Microsoft Exchange Integration Additional Steps for Bridged Access and Native VM Integration In addition to the steps given thus far in this chapter follow these additional steps for Bridged Access and Native VM integrations Exchange 2007 1 Create the dial plan in Exchange and make sure the digit length is the same as the extension number length in AltiServ not the digit length in the gateway Go to Organization Configuration gt Unified Messaging and click New UM Dial Plan New UM Dial Plan E New UM Dial Plan New UM Dial Plan Completi This wizard helps you create a UM dial plan for use by Microsoft Exchange Unified pletion a y a i 5 Messaging A dial plan is a grouping of unique telephone extension numbers Name ans ervDialPlan Number of digits in extension numbers 4 URI type Telephone Extension x VoIP security Unsecured x 7 After you create a new dial plan the dial plan must be added to one or more UM servers before it will be used Help lt Back Cancel 2 After creating the dial plan you need to assign the plan on the server Go to Server Configuration gt Unified Messaging select the server and
379. le pressing 9 to get a trunk line The numbering scheme requires some thoughtful planning 44 MAXCS ACM 6 0 Administration Manual Chapter 4 System Configuration To set the number plan select System gt System Configuration then click the Number Plan tab System Configuration xi Account Code Call Reports Country Relevant Audio Peripheral Activity Feature Profiles General Number Plan Business Hours Holiday SystemSpeed CallRestriction Extension J Number Length fa Default Password 24557 DID Number Length fa Il Enable Setup Dialed Digit Translator r First Digit Assignment 1 Extension 7 2 Extension 3 Extension z 4 Extension M 5 Extension 6 Extension M 7 IP Trunk Access 8 Trunk Access y 3 Route Access d Invalid x 0 Operator 7 Feature Acces This screen defines how the system responds to the first digit entered by the user For example if Extension is selected for digit 1 the system will then treat the number that begins with a 1 as an extension number Cancel Apply Help Figure 2 System Configuration Number Plan tab Use the Number Plan tab to specify the following parameters Note Parameter Description Extension The number of digits for your extension numbering system Valid Number Length entries are from 3 6 For example extension 2001 and 4020 are 4 digit extension numbe
380. le Converter e Read Config In addition the Work Hunt Group Converter utility is available from MaxAdmin Services gt Utilities gt Work Hunt Group Converter AltiGen Board Test This is an AltiGen hardware test tool for system hang and other hardware related problems It tests the following on all AltiGen boards e Board memory from host or from both host and DSP e DSP internal memory from host or from both host and DSP e FMIC connection and data memory from host e NVRAM from host e PMC chip from host and DSP if T1 E1 board You have the option of testing a single board or testing all boards at the same time MAXCS ACM 6 0 Administration Manual 383 Chapter 29 Tools and Applications CT Bus Test Tool The CT Bus Test Tool is a tool that detects one way connection cross talk bad MVIP cable and static noise problems To run the CT Bus Test Tool gt CT Bus Test Tool Click Start to begin the test Stop AltiGen Switching Services before running this utility Launch CT Bus Test Tool from Start gt All Programs gt MAXCS gt Gateway Tools 4 Atthe end of the test the utility provides pass or fail results Backup and Restore Utility To back up or restore data select either e From MaxAdmin Services gt Utilities gt System Data Management or e From the Windows Start menu All Programs gt MAXCS gt Utilities gt MAXCS ACC ACM Backup and Restore m Action IE altiware System Data Management
381. lect End by and click the Calendar button to specify a date at which the meetings will cease Monthly Meeting If you select Monthly from the Schedule drop down list these are your options in the middle panel Schedule Monthly v Every 1 monthes on Date l g Duration 30 minutes 8 Hold during weekend Start 12 00PM on First monday 9 Range of Recurrence Begin 06713 2006 i p End after ES occurence s O End by 06 13 2006 E 1 In the Every field specify how often this meeting is to occur every month every other month every three months and so on 2 In the Duration field specify the duration of the meeting using the Up Down arrows 3 In the Start field specify the start of the meeting by clicking the Down arrow and using the slide bar 302 MAXCS ACM 6 0 Administration Manual Chapter 23 Managing and Using MeetMe Conference 4 Select either On Date to specify a day of the month by number for example the 10th day of the month or select On to specify a day of the month by name for example the first Monday of the month If you use On Date the specified date for example the 10th day of the month may sometimes fall on a weekend day Check the box Hold during weekend if the meeting will be held even on a weekend day 5 Inthe Range of Recurrence panel use the Calendar button to select a date for the first meeting 6 Select End after x occurrences and choose
382. ler to Make or Return Calls from within Group s VM System when checked an outside caller can dial into the system log in to hunt group voice mail and make or return calls from the group s voice mail Zoomerang feature International calls are not allowed if the fourth option is not checked Allow Outside Caller to Make or Forward I nternational Calls from within the Group s VM system This setting regulates making international calls from voice mail and forwarding to an international number Caution Allowing any of these options may increase the potential for toll fraud Make 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 huntgroups at all times Establishing Hunt Group Membership There are two ways to assign extensions to huntgroups e In the Huntgroup Configuration window select a group then click the Group Member tab Here you can add extensions group members to the selected hunt group e Inthe Extension Configuration window select an extension then click the Group tab Here you can assign a hunt group to the selected extension and you can see what other huntgroups the extension is a member of For this second method see Adding or Removing Group Assignments on page 195 The order in which you add extensions to a hunt group may affect the call distribution sequence See
383. lers and customers AltiTraining s comprehensive curriculum is based on the same format AltiGen uses to train their engineers and dealers Experienced telecommunications professionals teach AltiTraining classes and they bring a wealth of real life experience to every course AltiTraining classes consistently are rated as one of the most valuable and relevant that our students have ever attended Who should attend Anyone responsible for the day to day administration of an AltiGen IP PBX telephone system or anyone who would like to learn about the system features functionality and options will benefit from this thorough hands on training What do the courses cover e Phone line options analog lines vs digital T1 PRI with DID e How to install and upgrade hardware software licenses and wiring options e Server design backplane OS RAID RPS and so on configuration and growth planning e Day to day administration with MaxAdmin Learn to build extensions huntgroups and workgroups to set up call handling and routing features and system configuration options e Utility and security programs to simplify and provide security fraud insight and set up routine system backups for disaster recovery e Call detail reporting CDR and real time monitoring AltiSupervisor e MaxCommunicator AltiAgent AltiSupervisor and AltiConsole client applications 424 MAXCS ACM 6 0 Administration Manual e Voice over IP VoIP network requirement
384. ll routing see Chapter 14 Out Call Routing Configuration MAXCS ACM 6 0 Administration Manual 49 Chapter 4 System Configuration Parameter Description Route Access The Route Access option can be assigned to one or more digits to route the call per the out call routing table Out call routing which is sometimes called ARS Automatic Route Selection or LCR Least Cost Routing without carrier rate table is described in Chapter 14 Out Call Routing Configuration Out call routing is designed to help 10 digit dialing Zoomerang dialing digit manipulation and tie trunk hop off dialing Setting Business Hours The Business Hours tab contains group boxes for setting the business hours and days of the week for which the business or organization is in operation The business hours schedules are used to set other system settings such as trunk and DNIS and caller ID in call routing Note Because the business hours are used throughout the system you or the appropriate administrator must make sure the system time has been set correctly The system time can be changed using the Date and Time options in the Windows Control Panel To access the Business Hours settings select System gt System Configuration then click the Business Hours tab Account Code Call Reports County Relevant Audio Peripheral Activity Feature Profiles General Nu
385. ll return rule based on the country in which they reside greatly improving the call return feature in non U S countries Applies to call return from Caller ID Zoomerang and making a call from Microsoft Outlook The configuration is located in the System Configuration window Country Relevant tab Account Code Table Display Blocking An administrator can block the display of the account code table in client applications Users can be prevented from seeing account codes they don t need to see The configuration is located in Extension Configuration General tab New and Heard Voicemails Announced Heard voicemails are announced as well as new and saved voicemails when users access voicemail TAPI 3 1 Supported for Windows VISTA Copy AA Configuration An AA configuration can be copied forming the template for a new AA Log In and Log Out An administrator can log in and log out a workgroup member from the Workgroup Configuration window in MaxAdministrator Department Field A department field is added to an extension Departments can be added to a department table in Enterprise Manager A department can also be assigned to a global extension and can be seen across the Enterprise VolP domain In MaxAdministrator the department field is displayed as a read only value in the Extension General page In MaxCommunicator department information can be seen in the Directory and Monitor tabs IP Phone Programmable Key and Account Code
386. ller on hold and going onhook MAXCS ACM 6 0 Administration Manual 195 Chapter 15 Extension Configuration Setting Inter Call Delay This configuration applies only to calls waiting in queue The Inter Call Delay can create a time delay before the next workgroup call in queue rings the extension after the extension finishes one of the following activities e Makes an internal or outbound call e Receives a direct inbound call e Accesses voice mail It is possible that an agent may execute one of the above activities during the wrap up period after finishing a workgroup call The following rules govern which delay timer will take effect e If Wrap up time is still active the Inter call delay will be ignored e If Wrap up time is expired when one of the above activities is completed the Inter Call Delay will be applied The system will not pass a workgroup call to an agent until Inter Call Delay is expired To set the extension Inter Call Delay time 1 Check the Inter Call Delay check box 2 Using the drop down lists select the seconds for the delay Picking Up a Call from the Workgroup Queue Check Allow pickup call from workgroup queue to allow an AltiAgent user to pick up a call from the workgroup the agent belongs to The agent needs to be in the log in state to be able to pick up a call from the queue Logging Outbound Workgroup Calls You can assign an agent to an outgoing workgroup which is useful for call detail repo
387. lly a telephone set This is what most users think of as an extension Virtual Extensions are not associated with a physical port Virtual extensions can be used as message mailboxes and in telephone sharing environments Users of a virtual extension can log in on any available station to access physical extension features using Feature Codes e IP Extensions are generally associated with an AltiGen IP phone The option is unavailable when the Enable I P Extension option is not checked When Enable IP Extension is checked it will allow the AltiGen IP phone to log on as an IP extension About the Apply To Button A change you make to an extension can often be applied to one or more other extensions by using the Apply To button Clicking the Apply To button pops up a list of all extensions to which the change can apply Select the extensions to which you want to apply the change all are selected by default Use the Shift or Ctrl keys to select several extensions The Apply To button is disabled unless a change you made can be applied to other extensions When you use the button to apply changes to multiple extensions it works on only those changed attributes that can be applied Setting up Extensions Set up new extensions in the Extension Configuration window To add an extension 1 Click the Add button below the Agent Supervisor Extension list The Add New Extension dialog box opens Add New Extension Ea pclae Ga
388. lt language Phrases for language X should be saved in a pair of directories Lang_X and LangCustom_X Lang_X stores the phrases required by the system and LangCustom_X stores your custom phrases For example to add a language for Mexico you need to create two directories e Lang_Mexico e LangCustom_Mexico 96 MAXCS ACM 6 0 Administration Manual Chapter 8 Multilingual Configuration Configuring for a Multilingual System To configure MAXCS as a multilingual system select System gt Multilingual Configuration The Multilingual Configuration screen opens to the Language tab Here you will add references to the language directories you created These are the directories that contain phrases in other languages Multilingual Configuration xi Language AA Feature Code 12 Language Table Language Description System Phrase Directory Custom Phrase Directory Default Default Language LangCustom Add Delete Edit Cancel Apply Help Figure 2 Multilingual Configuration Language tab When you first run MAXCS only the default language is listed in the Multilingual Configuration screen and the description of the default language is displayed as Default Language Each language added to the table will have a formal name a description a system phrase directory LangDir_X and a custom phrase directory LangCustomDir_X as shown in Figure 2 To add a language 1 Click the Add button The Add Langua
389. lt language configured and that language is always used for them whenever they hear a prompt on their extension The default language is assigned in Extension Configuration gt General tab Extension Configuration 100 Physical Agent m Agent Supervisor E xtension Physical Ent 101 IP Agent Gil 102 IP Agent Jim Market 103 IP Global Car 104 Physical Jim Market 105 Physical Vi 107 Physical Jen 108 Physical Alli 109 Virtual Da 110 Physical Sal Engine 111 Physical Gil 112 Physical Mo 112 Remote Tra 113 IPfAgent Jim 114 Virtual Gl Jim 115 Remote der 116 Virtual lan 119 Remote deff 122 VirtualfGl Te 123 Virtual Gl VO Engine 141 Virtual De 152 Physical Ac 153 Virtual G l Ac 155 Remote aT 157 Physical Gil 158 Physical Elle 159 Physical Jod 160 Virtual Gl Rol 161 Wirtual A Phil 163 Virtual AT 165 Virtuall amp Alti Virtuall amp Alti Remote hed gt Add Del Apply To Restriction One Number Access Monitor List General Group Speed Dialing Mail Management Notification r Personal Information First Name Enterprise Last Name Desk Password peee Department E DID Number l Transmitted CID E911 CID siz I Enable Dial By Name V EnableIntercom IV Agent m Account Code J Enable F
390. lt variation is 60 minutes This setting is not applicable when 66 is performed Trace Category By default all options are selected Main MAXCS Trace AltiServ log Collects the following files and extracts the trace records that fall in the specified time range actrace log AlpErrLog txt SIPlog txt ALPxxx txt atps threadI D txtl SIPMan txt MAXCS ACM 6 0 Administration Manual 391 Chapter 29 Tools and Applications altiserv txt atps cmdlog txt SIPPstnReg txt AltiBack_XXX tre AdvQOverflow log SipExtChanTbl log AltiKeep_XXX trc Ac2AppPathHdlITbl txt SIPKeepALive txt AnnouceRunLog txt FeatServ txt QESLLog txt AssertLog txt AW_AstrCpyErrLog txt DbUpdateTrdLog txt HGwGenLog txt Qtmlog txt Loggservice_Mutex txt CallQManLog txt HGwMsgLog txt MEMORYTRACE txt CDRLogDLL txt threadid txt NewCDRExt txt CDRLogTrace txt MidNightLog txt TritonSPLog txt ConfigLog txt logservice nternal txt pathlog txt MsgOCLog txt ConfigServiceLog txt rsrclog txt MSRunLog txt CDRLogTrace txt RtpPortRangeTbl txt mviperr txt CDRLogDLL_EXCEPTION txt StartupLog txt Postman txt CSH323log txt SWXX_XXXX txt Procl nfoLog txt ExceptionLog txt GWMsgLog txt System Configuration Data Collects system configuration data including System Extension Trunk AA configurations
391. maintains this extension in the extension list because it is a Global extension of another member system If you see an extension whose Type is Remote in the Extension Scope window you can only see the extension information You cannot configure any tabs because it is created in another system Conflict Conflict happens when one of the following situations has occurred e The same extension number exists as a Global extension in one member system and as a Local extension in other systems e The same extension number was created as a Global extension in different systems before the VolP domain was formed The following example may help you conceptualize the multi site extension scope Suppose you have three systems in different locations connected over the IP network The numbering for System A is 1xx System B is 2xx and System C is 3xx System A is configured as the VolP domain Master Assuming there is no conflict the following table shows the Scope relationship of Global vs Remote System A Ext Domain Master System B System C 100 Global Remote Remote 200 Remote Global Remote 300 Remote Remote Global In the event that multiple systems have a same extension or group number created the following situations may occur MAXCS ACM 6 0 Administration Manual 339 Chapter 25 Enterprise VolP Network Management Ext System A System B System C Scope Note 401 Local Not F
392. mber Plan Business Hours Holiday SystemSpeed Call Restriction te Name System Training Support Support oor Day AM Schedules PM Schedules il test for 707 MV Mon 06 45AM to 12 45 PM 12 45PM to 05 00 PM M Tue 06 45 4M x to 112 45 PM x 12 45 PM x to 05 00 PM x lV Wed 06 45 AM x to 112 45 PM x 12 45 PM x to 05 00 PM x M Thu 06 45 AM 7 to 12 45 PM x 12 45 PM 7 to 05 00 PM x Mv Fri 06 45 4M x to 12 45 PM x 12 45 PM pa to 05 00 PM x J Sat 06 45 AM x to 12 45 PM x 12 45 PM pa to 05 00 PM x Add J Sun 06 45AM x to 12 45 PM x 12 45 PM x to 05 00 PM x Note The Business Hour Profiles can be applied to DNIS In Call Routing Caller ID In Call Routing and Trunk In Call Routing Cancel Apply Help 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 50 MAXCS ACM 6 0 Administration Manual Chapter 4 System Configuration To add a Business Hours profile click the Add button In the Add Business Hours Profile dialog box that appears enter a name for the profile then click OK Add Business Hour Profile Ea Business Hour Profile Name For each business hour profile set the business schedule parameters as follows Parameter Description Day
393. ment Number Name 4002 IT Disable Mailbox r SMTP POP3 Setting E mailName ext4002 Mail Forwarding Options I Enable Mail Forwarding T Retrieve Voice Mail By E mail Client Forward E mail Addr r Message Playback Options IV Announce Message Sender before Playback JT Announce Time Stamp before Playback Confirm Callback Number I Enable Distinctive Call Waiting Tone JT Play the Newest Voice Message First Capacity Max Number of Messages Mailbox Size Max Message Length Retention Length of Saved mo a 50 MB E 4 min feo dats m Voice Mail Access Option IT Enable agents to access voice mailbox of workgroup Add Delete Apply to Cancel Apply Help Figure 3 Huntgroup Configuration Mail Management tab You can use Apply to to apply mailbox settings to one some or all huntgroups See Apply to Button on page 240 for more information on using Apply to Note Disabling a Mailbox When you disable a mailbox the normal greeting is played but callers cannot leave messages Synchronizing with Exchange Server If your system is set up to synchronize with an Exchange Server you can check the Enable Exchange Message Synchronization check box to enable synchronization for voice mails See Setting E mail Messaging Options on page 81 and Microsoft Exchange Integration on page 353 Setting E mail Options On the Mail Management tab you can set
394. ment To check Message State Change Notification 1 Log in to extension 100 s voice mail from a phone The message you left in the preceding step should be there as a new message 2 Save the message by pressing 3 Within approximately a minute the message in Outlook will become a saved message as well it will no longer appear in bold To Listen to VM in Outlook Open the message in Outlook and open the wav attachment It should be the same message To check Deletion Notification 1 Delete this message from Outlook 2 Wait a couple of minutes and then log on to extension 100 s voice mail from a phone The voice mail should no longer be there If any of these tests fail consult the Troubleshooting Tips section Troubleshooting Tips To check the profile for the service account 1 Log on to the MAXCS system as the AltiGen service account for example AltiGen_telesystem You will need the password you set up when you installed MAXCS 2 Select Control Panel gt Mail In Windows 2003 right click Microsoft Office on the Start menu and select Properties 3 Click Show Profiles In MAXCS 6 0 there is only one profile there which is for the service account so that name should be AltiExch lt ServerName gt lt AccountName gt for example AItiExchMAILSERVERAItiGen_telesystem If you don t see any such profile make sure that altiserv exe folder does not contain the files mapi32 d11 or gapi32 d11 If
395. mit If the ONA call is not answered within the ring duration the system will terminate the ONA call This option will prevent a cell phone voice mail from answering the ONA call and recording the ONA announcement phrase into the cell phone voice mail box 212 MAXCS ACM 6 0 Administration Manual Chapter 15 Extension Configuration Setting Up Monitor Lists The Monitor List tab provides for setting up lists of extensions for which call processing events can be monitored by the extension user Once a monitor list is established the application logging into the extension can receive call events for the monitored extensions The monitor list is available in the MaxCommunicator and AltiAgent Monitor windows AltiConsole and in Line Monitoring events in AltiGen SDK WARNING Listening in to or recording a conversation without the consent of one or both parties may be a violation of local state and federal privacy laws It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws Restrictions and Defaults e Monitoring is effective for physical and virtual extensions physical and virtual extensions have monitoring rights and can be monitored If you place a physical or virtual extension in a Monitor List that extension will show in the client application s Monitor window If you add an extension 1001 for example that belongs to Workgroup A to the Monitor List for a member of Workg
396. n Num Type Name t PhysicalfAge Glasgow i Physical PedoSa C ja Nee see Add PhysicalfAge Kelly Pina C PhysicalAge Vietor Shin C Delete Virtualf4gent Jorge Go Virtual Be PhysicalfAge Susan C i PhysicalfAge JonZhang C Virtual TwoTwo IPfAgent Gl Juan Do C IP Agent Gl Maria Alv C Virtual D Add Del Apply Ta OK Cancel Apply Help Figure 4 Extension Configuration Speed Dialing tab 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 Speed Dial Configuration xi ID 00 bd atiGen Communications fi 95102529712 Name Number When entering speed dial numbers please include all necessary digits such as trunk access code long distance prefix and area code that you would dial when manually dialing the number e g 914155551212 cres 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 For example the phone number 914085551212 comprises 9 trunk access code 1 long distance prefix followed by 408 area code and finally the seven digit telephone number Valid digits include O through 9 and comma The comma represents a one second pause Setting the Mailbox Options The Mail M
397. n Configuration window To assign a group to the selected physical or virtual extension 1 On the Group tab click the group number in the Not Member list 2 Click the Add button to move it to the Member list Note Ifa hunt group or workgroup is configured to Ring All Available Members the maximum number of members is 20 See Setting Call Handling Options on page 248 for details 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 Wrap up time is a system delay between the time an agent finishes a workgroup call and the time the next call is routed to the extension It gives the agent time to finish up with notes prepare for the next call log out of the group or click the Wait button in AltiAgent You can set a wrap up time of up to 29 minutes 59 seconds To set the extension wrap up time 1 Check the Allow Workgroup Wrap Up Time check box 2 Using the drop down lists select the minutes and seconds for the delay Be sure to set at least enough time for example 5 seconds to allow an agent to click the Wait button in AltiAgent after putting the ca
398. n also manually specify an extension number and PIN Unified Messaging Mailbox Policy 3DigitDialPlan Default Policy PIN Settings Automatically generate PIN to access Outlook Voice Access Manually specify PIN J7 Require user to reset PIN at first telephone logon Select PIN setting s and click Next In the Extension Configuration screen enter the user s MAXCS extension number in the Manually entered mailbox extension field and click Next for each user make sure the extension number is the same in MaxAdmin and the Exchange User Mailbox MAXCS ACM 6 0 Administration Manual 371 Chapter 27 Microsoft Exchange Integration fm 4 Enable Unified Messaging lt 9 Introduction Extension Configuration Extension e il j l CoA x Automatically habeas mailbox ald Enable Unified Manually entered mailbox extension 109 Messaging SIP Resource Identifier L Completion For a SIP URI dial plan this is the SIP address of the user example tony smith contoso com For an E 164 dial plan this is the E 164 address of the user example 142555 Automatically generated SIP resource identifier Manually entered SIP or E 164 address w 7 Click Next to enable unified messaging and then click Finish 8 If you selected the Bridged Access Option disable the Call the Sender option in the Exchange Server This option is not supported in AltiServ Exchange administrat
399. n beside Profile to open the Add Holiday Profile dialog box Enter a name for the profile then click OK Add Holiday Profile x Name Cancel 2 To each profile add holidays that will be included in that profile Click the Add button below the Holiday list to create a new holiday 3 In the Add Holiday dialog box that appears select a date from the drop down calendar and enter a description to identify the holiday Click OK 52 MAXCS ACM 6 0 Administration Manual Chapter 4 System Configuration Add Holiday Holiday Thursday February 02 2006 7 m February 2006 Sun Mon Tue Wed Thu Fri 29 30 3 1 3 5 6 7 8 9 10 11 12 13 T4 15 16 17 18 19 20 21 22 23 24 25 26 27 28 1 2 3 4 5 6 7 9 10 11 Z Today 2 2 2006 Description 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 If you have special work hours during holidays check the Special hours option and configure special hour routing This route will override the route for normal holiday hours for the hours you sp
400. n between a user s AltiServ voice mail and Outlook readable mail messages with attached wav files in the user s inbox e Bridged Access to Exchange 2007 Through bridged access integration via a SIP connection AltiGen s voice mail system will provide an option to the user to directly access voice mails to the Exchange 2007 Speech Enabled Attendant This is a system wide configuration e Native VM Integration with Exchange 2007 Uses Exchange 2007 as the Native VM Storage for a system wide integration with all the MAXCS extensions that have a Unified Messaging enabled Exchange account This allows users to directly leave voice mails with the Exchange 2007 Unified Messaging system Accessing voice mail is designed to be through the Exchange System You can choose any of the three options while installing AltiServ and later you can switch options from MaxAdmin in the Voice Mail Configuration window If you upgraded from AltiWare 5 2 and you were using Exchange integration your configurations are kept and the option is set to Synchronize with Exchange 2003 2007 When you switch options service restart is required Requirements To set up any kind of Exchange integration you need the following e One Windows server for MAXCS loaded with Windows 2003 Server or Windows XP The MAX Communication Server ACC ACM 6 0 software Microsoft Outlook client either Outlook 2003 or Outlook 2007 To integrate with Exchange 2007
401. n from the drop down list Operator select an operator from the drop down list Important If the failover setting for the application extension is set to an extension and the extension is RNA or busy the system will announce to the caller that the extension is not available and the call will be dropped Application Information Additional information can be described in the App Information fields If desired enter the appropriate information in the fields for Application Source Spec Doc Location Designed by Implemented by Implementation Date Revision Number and Revision Date Readying the Application If a third party application is connecting to this extension make sure the application is properly set to log into the application extension If the third party application is logged in the status shown in Figure 1 on page 112 changes to connected MAXCS ACM 6 0 Administration Manual 113 Chapter 10 Application Extension Configuration 114 MAXCS ACM 6 0 Administration Manual CHAPTER 1 Board Configuration This chapter shows how to configure AltiGen telephony boards e Triton Resource Board page 117 e Triton 30 Party Conference Board page 117 Triton Analog Station Board page 117 e Triton Analog Trunk LS GS and LS Boards page 118 e Triton VolP Board page 119 e Triton T1 E1 Boards page 119 e Virtual Boards SIP and H323 page 133 e Virtual Board HMCP page 134 e MAX1000 Board page 141
402. nable Tehet Enable Log NAT Status pe 261 INACTIVE I Dump Debug Trace 262 ACTIVE 710 288 INACTIVE Password NAT Adress 367 INACTIVE naa Ge 475 INACTIVE Trace Level 0 z duration 60 seconds 508 ACTIVE 710 509 INACTIVE Log Server 0 0 0 0 TOS Hex 00 515 INACTIVE iti en ghi 735 INACTIVE INACTIVE INACTIVE P Copy From Figure 1 IP Phone Configuration General tab Cancel Apply Help The left side of the IP Phone Configuration window displays all the IP phone extensions that have been set up in the system The status Inactive means the Enable IP Extension box is checked for this extension in the Extension Configuration window but there is no IP phone logged in to the extension The extension may be a physical extension using an analog phone a MobileExt or a virtual extension After creating the IP extensions you can set the following parameters on the General tab Parameter Description General Lets you specify the IP address of the AltiServ system the IP phone is connected to The version of firmware associated with the IP phone is automatically displayed in the Version field To protect the configuration on the IP phone check the Enable Configure Password check box and assign a numerical password When the user presses the Menu button on the IP phone to access the phone configuration menu the user will need to enter the assigned password You can use this check box for two purposes
403. naling 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 Triton12E Triton12E MobileExt H323SP SIP Signaling Channel Creates SIP signaling channels for IP Extensions access through SIPSP board Channel Group configuration SIP Signaling Channel Configuration xi SIP Extension Channels Current Configured Channels Change Number of SIP Extension Channels to 216 MAXCS ACM 6 0 Administration Manual Chapter 16 Setting Up IP Extensions e SIP Extension Channel Establishes a logical channel relationship with other analog and MobileExt ports displayed on the SIPSP board configuration Channel Mapping List Board Configuration Board Into Board Logical ID fi Board Name SIPSt Channel Mapping List Logical Channel Type Fie 0 SIP Extension 0 1 SIP Extension 1 2 SIP Extension 2 3 SIP Extension 3 4 SIP Extension 4 5 SIP Extension 5 6 SIP Extension 6 7 SIP Extension 7 8 SIP Extension 8 9 SIP Extension 9 10 SIP Extension 10 11 SIP Extension 11 12 SiP Extens
404. namic 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 For example when a voice mail is deleted from MAXCS it is automatically deleted from the Exchange server too In addition MAXCS supports the Exchange Server 2007 Bridged access to Exchange 2007 In this mode the AltiGen voice mail provides an option to the user to access Exchange 2007 s speech enabled auto attendant MAXCS also supports Native VM integration with Exchange 2007 In this mode AltiServ uses Exchange 2007 as Native VM storage for a system wide integration with all the AltiGen extensions as a unified messaging enabled Exchange account Mail Forwarding allows you to forward voice mail to an e mail address The destination address can be an IP address such as 100 200 101 201 or a domain name such as altigen com Remote Download of Messages via I nternet allows users who are traveling and or working at home to download all new voice and e mail messages in the Voice Mail System Post Office Box via a local internet access line System and Administration Features System and administration features include AA Configuration File Export lets you export your complete AA configuration to an html file Alerting An announcement can be s
405. nates a call soft on hook and gets a dial tone for the next call The second must be pressed within 1 5 seconds or the system interprets it as one 82 Dial tone mute e Supervisor silent monitoring coaching and barge in The extension can be dynamically logged in using 27 from an internal mobile or IP device MAXCS ACM 6 0 Administration Manual 229 Chapter 18 Mobile Extension Configuration Mobile Extension Diagram A simulated physical board MobileExt board will be created if an analog trunk or T1 PRI trunk is configured as a MobileTrunk You can configure up to 256 mobile extension ports T1 PRI and analog trunks can be shared for regular incoming and outgoing calls and mobile trunk connections Each board can have up to 256 MobileExt ports 5104801122 10 00 5104801122 MobileExt Port Mobile Trunk i gt TE i ir MobileExt 256 1 10 95 61 85025858 MobileExt Port 5025858 g CUTOUT Each port can be assigned to a mobile device 9163301254 Figure 1 Mobile Extension Diagram An analog trunk can be dedicated to one mobile extension user A PRI trunk can only be shared by all mobile extension users Setting Up a Mobile Extension To set up a Mobile Extension Board 1 In the Boards window double click a Triton board PRI board strongly recommended to be used as a mobile trunk then click the Board Configuration 230 MAXCS ACM 6 0 Administration Manual Chapter 18 Mobile Extension
406. nce is detected during a call MAXCS stops sending packets to the other side This decreases the bandwidth requirement however the voice quality may be degraded slightly These are system wide settings MAXCS ACM 6 0 Administration Manual 321 Chapter 25 Enterprise VolP Network Management Parameter Description G 711 G 723 G 729 Jitter Buffer Range ms Indicates the delay in milliseconds used to buffer G 711 G 723 G 729 voice packets received from the IP network Voice packets sent over the IP network may incur different delays due to network load or congestion The jitter buffer helps to smooth out the delay variation in the arriving voice packets and maintain voice quality at the receiving end The default values for the jitter buffer for G 711 is 10 min to 100 max milliseconds The default values for the jitter buffer for G 723 is 30 min to 480 max milliseconds The default values for the jitter buffer for G 729 is 10 min to 480 max milliseconds G 711 RTP Packet Length ms Lets you configure the length of the RTP packets for G 711 in milliseconds The RTP packet length can be set to 10 20 or 30 milliseconds The smaller the packet length the larger the bandwidth required G 729 RTP Packet Length ms Lets you configure the length of the RTP packets for G 729 in milliseconds The RTP packet length can be set to 10 20 or 30 milliseconds DTMF Delivery Applies to SIP pr
407. nce summary View other agents status View caller s IVR data and User Data Tag memo to a call Supervisor s Phone Operation Listen to agent s conversation with feature code 59 Supervisor s Desktop Application AltiSupervisor View agent s state Record agent s conversation Manage agent s login logout status Listen barge in or coach agent s conversation View agent s daily performance statistics View group s real time status View group s daily operation result View calls in queue Be alerted to calls in queue Change call priority MAXCS ACM 262 MAXCS ACM 6 0 Administration Manual Chapter 22 Workgroup Configuration Pick and redirect calls in queue Activity Logging and Reporting Workgroup and agent activity logging Detail and summary data table Basic WG report using CDR Search Support external logger MAXCS ACM Support advanced reporting application AltiReport MAXCS 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 Logout The agent s extension is a physical extension but is not logged in to any workgroup After an agent logs into a workgroup the following states are tracked Idle The agent s phone is not in use Busy The agent is connected to a call Wrap up The
408. ncludes VoIP domain when networking multiple AltiGen systems from different sites one system can be assigned as VoIP domain controller to propagate configuration data to member systems Directory Synchronization when a new extension is added to one of the member systems and configured as Global extension the VoIP domain controller will propagate this extension to all member systems Every member system within the Vol P domain will be able to see the extension number plan of other systems Multi site Call Routing when a user dials an extension number that is not a local extension number the system will search the Domain extension list If a list is found the system will dial the number by using the IP address and extension number stored in the Domain extension list 16 MAXCS ACM 6 0 Administration Manual Chapter 1 Overview Domain User Management The VoIP domain controller can resolve the conflict if duplicated extension numbers are created in different member systems This feature also manages extension relocation When an extension user is relocated to another member system its voice mail and greeting can be moved along with it Global Least Cost Routing when multiple systems are in different area codes or countries the administrator can set up Global Least Cost Routing to route long distance or international calls through member systems The routing rules are propagated to all members automatically Global Dial by Name
409. nd re sequence them by maintaining a queue This queue is adjusted dynamically to accommodate different network environment characteristics Echo Cancellation due to bandwidth limitations and device loading long delays may occur during packet delivery process which worsens the echo effect voice speech Echo cancellation is provided to maintain reasonable voice quality MAXCS ACM 6 0 Administration Manual 15 Chapter 1 Overview G 711 Codec toll quality 64K digital voice encoding which guarantees interoperability and better voice quality G 723 1 Codec a dual rate audio encoding standard which provides near toll quality performance under clean channel conditions G 729 A B Codec speech data encoding decoding standard of 8 Kbps Global I P Dialing Table The IP Dialing Table is configured in Enterprise Manager The IP Dialing Table configuration is used to create location based routing in the Enterprise H 323 Tie Trunk Support Ensures backward compatibility to systems using AltiGen s AltiWare versions prior to 5 1 IP Extension Auto Failover when an IP extension is unreachable the system will automatically fail over to a pre configured Mobile Extension IP Group Paging allows the use of voice paging to IP phone users in a group NAT Configuration for SI P H 323 When AltiServ is behind NAT with a private IP address this feature helps to resolve IP address resolution problems when communicating with an extern
410. nes if an agent can get multiple hunt group calls or not Handling Calls when Group Members Are RNA Logged Out You can set calls to forward to a specified destination when all group members either do not answer the call RNA or are logged out To do so in the GroupRNA Logout Handling section of the Call Handling tab check the Enable Forward to check box and select a destination from the drop down list The forwarding options are the same as for Forwarding All Calls on page 249 MAXCS ACM 6 0 Administration Manual 251 Chapter 19 Hunt Group Configuration Setting Queue Management Options In the Queue Management tab of Huntgroup Configuration you can specify which greetings and updates to use and you can set the update interval For each hunt group you can either use the system default audio peripheral configuration or you can set up a custom configuration Huntgroup Configuration 402 x Group List General Group Member Mail Management Notification Call Handing Queue Management Add Delete Apply to Cancel Apply Help Figure 6 Huntgroup Configuration Queue Management tab The default audio peripheral setup is discussed in Audio Peripheral Configuration on page 62 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
411. nfiguring 118 Triton MeetMe 117 Triton Resource configuring 117 Triton T1 E1 configuring 119 Triton T1 E1 setting up chan nels 125 Triton T1 PRI 119 Triton VoIP configuring 119 virtual purpose 133 board configuration 115 Boards View window 32 bridge conference 43 Bridged Access configuring 370 business hours 24 hour business hour setup 51 business hours profile caller ID routing 169 DNIS routing 171 business hours setting up 50 busy call handling 206 209 248 283 huntgroups 249 C call accounting report 60 call blocking outgoing 166 Call Center menu 31 call control 57 call handling 206 209 248 283 for workgroups 283 huntgroup 248 incoming 206 Call Log View window 35 call parking 43 call priority caller ID routing 169 DNIS routing 171 setting 89 call record programmable key 227 call recording configuring 104 configuring system wide 104 extension based recording 104 file name description 103 multiple gateways 105 personal options 189 MAXCS ACM 6 0 Administration Manual 429 remote shared directory 105 requirements 103 trunk based recording 104 call recording configuration 103 call reports 58 call reports external 60 call restrictions 205 extension 205 system 55 call routing 165 call screening enabling 212 with ONA 212 call SKLR setting 89 call waiting distinctive 199 distinctive tones 279 multiple enabling 209 setting options 209 call waiting tones distinctive 245 callback int
412. ng Up the Cent ccs satra ea ai eee Ge n a aiaa A EASA a Ae a a 376 Install the AltiGen TAPI Service Provider on the Client 376 Set Up Phone and Modem Options 0 000 a 376 Set Up Phone Dialer 1 0 0 0 0 a 378 Testing TAPI Service Provider on the Client System 379 MAXCS ACM 6 0 Administration Manual ix Making a Call in Microsoft Outlook nasan 379 Changing TAPI Configuration Parameters 0 0 cee es 381 CHAPTER 29 Tools and Applications 2 0 0 2 cee ee 383 AltiGen Board Test 0 es 383 CT BUS Tese TOO jcc oes ea ede otros EE vo a Gi teak eee ae 384 Backup and Restore Utility ccc ee 384 Backing Up Piles 25 0724 sue hie eh a ee ee ee heed eh ed 385 Scheduling Backups sasaaa a 385 Restoring Backed up Files 2 2 2 ee 386 MaxAdmin amp Extension Security Checker 0 2 0 0 387 Checking Extension Security a saaa aaa 388 Start amp Stop All AltiGen Services 0 0 0 0 2 es 390 Trace Collector saetas a aap iona aceite ph eee hc a a eck aaa be ede aa ak oe 390 LiMitatiOnS caw on Mowe batt as hae be whale Sh ek Kaw als ds 393 Voice File CONVErCCR is ga ard gah a 8 bade God ka bd nh Gio Ve Pa et es 394 Read Config ok anh hte clea whieh whee ieee ek wok eae cee 395 Work Hunt Group Converter 0 aaan a 396 APPENDIX A E1 R2 and E1 ISDN PRI Installations 0000 000 e eee 399 EL RZ CAS Installation sasaa ea cade ei a a Rae ae
413. ng Usage Message count and storage usage for each mail box Click the Refresh button to update the message count and storage size information You can print this report by clicking the Print button IP Cumulative Traffic Statistics To view a report of all cumulative IP traffic click Reports gt IP Traffic Statistics The IP Cumulative Traffic Statistics window displays IP trunk traffic information for all calls IP Cumulative Traffic Statistics xi Statistic Last Reset 06 08 2006 15 43 25 Internet Address Packets Received Packe Figure 2 IP Cumulative Traffic Statistics window This window displays the following data Parameter Description Internet Address The IP address of the VolP system or device Packets Sent Number of voice packets sent to other systems over the public or private IP network Packets Received Number of voice packets received from other systems over the public or private IP network Bytes Sent Total size in bytes of all voice packets sent to other systems over the public or private IP network Bytes Received Total size in bytes of all voice packets received from other systems over the public or private IP network 350 MAXCS ACM 6 0 Administration Manual Chapter 26 System Report Management Parameter Description Packets Lost Number of voice packets that have been lost due to prolonged delays network congestion or routing failure
414. ng and gateway services Cancel Figure 4 Configuration dialog box for a Triton VoIP channel See Configuring the SIPSP Board on page 133 for board configuration information Note This is signal only trunks Make sure you have enough IP resource boards to cover your needs 150 MAXCS ACM 6 0 Administration Manual Chapter 12 Trunk Configuration SIP Trunk Properties Traditionally telecom trunks are from your local carrier s PSTN switch and the dial tone is provided via either analog trunks or T1 PRI digital trunks A new type of service called IP Dial Tone which allows you to dial a long distance call at a lower rate is available IP Dial Tone is delivered through your IP data network and the service provider can be anywhere in the world as long as the VoIP data packets can be routed properly If you have SIP based IP dial tone service from an Internet Telephony Service Provider ITSP you need to configure SIP trunk channels to connect to the service Before you start note the following e An AltiGen SIP Trunking channel is licensed You need to buy and register a license to be able to configure this option e AltiGen does not guarantee the voice quality of the SIP dial tone coming from your service provider You need to work with your data service and SIP trunking service provider to make sure adequate QoS is provisioned for your WAN service e AltiGen does not guarantee SIP trunk implementation will
415. ng domain extension us ing 27 344 remote IP phones behind NAT 420 remote locations 330 repair product 424 replicate from domain 347 report cumulative IP traffic statistics 350 system summary 349 Report menu 31 reports call logs 58 reports system 349 351 requirements CPU memory HDD 22 reset board button 116 Reset button Extension View 33 Reset button Trunk View window 34 resetting cumulative statistics 351 Resource board 117 Restoring files 386 restricting tie trunk calls 57 restrictions call 205 outgoing call 205 ring all available members 251 285 ring average longest idle member 286 ring back 43 ring fewest answered calls 286 ring first available member 251 285 ring longest idle member 251 285 286 ring shortest average talk time 286 ringing distinctive enabling 43 RNA Agent Auto Logout 285 RNA Agent Not Ready 285 route access 50 route access code vs trunk access code 146 173 route definitions out call routing 175 router 308 routing by caller ID 168 by caller ID amp DNIS 167 by DNIS 169 incoming calls 167 routing rules in call 167 RTP amp RTCP settings 427 RTP packet length 322 RTP RTCP definition 427 Rx level improving 161 Rx level measuring 160 S scheduling backup 385 scope of extension changing 340 VolP domain 338 seat based licenses assigning 37 security alert log file 203 security detecting hackers 202 send notification 204 282 server ID changing length 335 server I
416. nge 2003 2007 Client Access Server Synchronize with Exchange 2003 2007 imail2 altigen com Bridged Access To Exchange 2007 Exchange 2007 Unified Messaging Server C Native VM Integration With Exchange 2007 Figure 18 Voice Mail Configuration window Exchange Integration panel 3 Enter the IP address or the fully qualified domain name of the Exchange Client Access Server or the Exchange 2007 Unified Messaging Server as appropriate in the space provided and click Apply This completes the configuration for the Synchronize with Exchange 2003 2007 option The other two options require some additional configuration See Additional Steps for Bridged Access and Native VM Integration on page 370 366 MAXCS ACM 6 0 Administration Manual Chapter 27 Microsoft Exchange Integration Testing the Exchange Server Setup You can use some simple procedures to make sure that the Synchronize with Exchange 2003 2007 integration is working correctly To test the integration set up an extension in MAXCS for example extension 100 and its corresponding mailbox in Exchange Server Also set up a PC with Outlook 2003 2007 configured for this user To Test Message Delivery to Exchange 1 Leave a voice mail for extension 100 The message light illuminates 2 Log on to the Exchange Mailbox from Outlook and check for the message in the inbox The message should be titled Voice mail from xxx and include the voice mail as a wav attach
417. nge 2007 5 Enter the first and last name in the User Logon Name field 358 MAXCS ACM 6 0 Administration Manual Chapter 27 Microsoft Exchange Integration 6 Enter the password in the Password and Confirm Password fields and click Next The Mailbox Settings screen appears i New Mailbox Introduction Mailbox Settings El User Type Enter the alias for the mailbox user and then select the mailbox location and policy settings User Information Alias Mailbox Settings DavidLee L New Mailbox Mailbox database L Completion JALTIGEN 794F097 First Storage Group Mailbox Database Managed folder mailbox policy Browse T Exchange ActiveSync mailbox policy Browse 3 Managed custom folders are a premium feature of messaging records management Mailboxes with policies that include managed custom folders require an Exchange enterprise client access license CAL Help lt Back Next gt Cancel Figure 7 Mailbox Settings screen Exchange 2007 7 In the Mailbox Settings screen enter the Alias name Click Browse beside the Mailbox Database field and select the MAXCS mailbox location Click Next 8 Click New to create the new user name 9 The completion screen should display that the creation of the new user was successful MAXCS ACM 6 0 Administration Manual 359 Chapter 27 Microsoft Exchange Integration res New Mailbox P Introduction Completion User Type The wizard completed s
418. nipulation Route Name 1 Local amp Long Distance T1 F Delete from Head z CETE Number of Digts to Delete T Inset Digits A fie to Head z Number of Digits to Delete fe zj Inset Digits 5 Apply the 10 digit Dialing route to dialing pattern 1214 and 1972 MAXCS ACM 6 0 Administration Manual 181 Chapter 14 Out Call Routing Configuration Out Call Routing Configuration xi Route Definition Dialing Pattem Default Routes length 1214 11 1972 11 J Disallow this dialing pattern rm Prefix and Digit Length Prefix fi 972 Pattern length including prefix 11 g m Route Priority 1 2 10 digit Dialing x 2 NAA 3 NA 4 N A M 5 NAA NZA 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 On the Number Plan tab in the System Configuration window select a digit for route access On the Route Definition tab of the Out Call Routing Configuration window add a route definition entry for en bloc and assign the member en bloc trunk s 182 MAXCS ACM 6 0 Administra
419. nk Call Restriction I Block All Outgoing Calls 38 IV Allow E1 T1 PAI tie trunk to hop off E1 T1 PRI IP Hop off restriction ae 100 z reference to extension Area Code 408 415 510 650 800 877 xl r Trunk Access 10 Digit Dialing List area codes for areas that do not Area Code require dialing a 1 before the area code Note Applies only to calls that use trunk access code as defined in the Number Plan tab Not Used with Out Call Routing Add Delete Blocking Calls to Area Codes from All Extensions Cancel Apply Help Figure 9 System Configuration Call Restriction tab 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 a1 and the dialing prefix to block for example 900 976 You can enter up to 20 digits maximum for each prefix For example to block calls from all extensions to 976 numbers type 1976 3 Click Apply Note A maximum of 20 prefixes can be defined Setting Unrestricted Area Codes To add or remove local call definitions including calls that begin with 1 but are free 800 888 use the Add or Delete button in the Unrestricted Area Code panel and click Apply The Extension Configuration s Restriction tab references these area codes as local and unre
420. nk type click the Trunk Properties button then click the SIP Trunk Configuration button In the Board View window double click a SIPSP board type click the Board Configuration button then click the SIP Trunk Configuration button MAXCS ACM 6 0 Administration Manual 151 Chapter 12 Trunk Configuration The SIP Trunk Configuration dialog box opens ID_ Enabl ChannelNo SIP Server Domar BURT ee COM ee cen ht lore x SIP Server IP Address 591 24 26 24 User Name fees Password i o O Domain siz Date _Sopy To _ Le SIP Register Period fo tits cent J Automatic NAT Traversal IV Enable Channel Cancel 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 SIP Server I P Address The SIP Trunk service provider s server IP address User Name Assigned by the SIP Trunk service provider e Password Assigned by the SIP Trunk service provider Domain The Domain Name of the SIP Trunk service provider if required e SIP Register Period How frequently the AltiGen system needs to send SIP registration packets to the service provider This can detect if the service provider is up or not up or not Some service providers do not accept SIP Register messages In these cases you can disable sending SIP Register messages from AltiServ by setting the SIP Register Period to 0 Automatic NAT Traversal Leave this b
421. nly Time To Live TTL Byte Value HEX r Debug A Send P Y Cancel Apply EW Lyd tt You may change the assigned number by entering a different number up to the number your system is licensed for and not to exceed the maximum limit for each HMCP board in the Assigned to this board fields and clicking Apply HMCP Resources Shows the total number of licensed total currently assigned and the number assigned to this HMCP board for the following resource types 1 Voice Processing Resources VPR 2 Station Conference Members 3 MeetMe Conference Members 4 Agent Supervision Bridges The maximum number of resources that can be assigned to each HMCP virtual board is as follows G 711 VPR 1 000 G 711 G 723 G 729 VPR 200 Station Conference Members 120 MeetMe Conference Members 120 136 MAXCS ACM 6 0 Administration Manual Chapter 11 Board Configuration e Agent Supervision Bridges 20 Notes e 1 000 G 711 voice processing resources will be licensed to the system when one HMCP Media Server license is registered The more VPR assigned the slower the system will be when it starts up To calculate the optimized number of VPR you need use the following formula Total G 711 VPR Total number of extensions X 2 Total G 711 723 729 VPR Total number of remote IP phone users Total Tie Trunk Channels that will use compressed codec e Adding HMCP licenses or changing assigned n
422. nnel associated signaling e Regular I SDN PRI select this option to indicate 30B D ISDN PRI span and to designate the 16th channel as the D channel Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not available when T1 CAS is selected Setting the ISDN PRI Switch Mode If you select a Span Type of Regular ISDN PRI in the T1 PRI Configuration Window use the following guidelines to set the ISDN PRI Switch mode Protocol Configuration CH gt Type Span type selection _ ISDN PRI setting 00 gt B Channel Switch mode 01 gt B Channel C TI CAS F 02 gt B Channel Channel associated signalling NI 2 PRI v 03 gt B Channel 04 gt B Channel 05 gt B Channel 06 gt B Channel AT amp T SESS PRI RegularISDN PRI NT DMS 100 PRI D channel is the last channel Nie PRI 07 gt B Channel Custom ISDNP AT amp T 4ESS PRI Network 08 gt B Channel Creiren RDNA AT amp T 5ESS PRI Network 09 gt B Channel SetD channel JOH 23 x NT DMS 100 PRI Network 10 gt B Channel NI 2 PRI Network 11 gt B Channel B Channel 12 gt B Channel A NSF Network Specific Facilities 13 gt B Channel Logical Interface ID None 14 gt B Channel 15 gt B Channel Controlled by A EOE TEI Terminal endpoint identifier 16 gt B Channel D chan on Board ID T 5 17 gt B Channel Default se
423. nnel in the Channel Mapping List opens the appropriate configuration dialog box for that channel MAXCS ACM 6 0 Administration Manual 141 Chapter 11 Board Configuration e For information on configuring the T1 E1 trunk see Triton T1 E1 Trunk Properties on page 153 e For information on configuring the Triton Analog Trunk see Triton Analog Trunk GS LS Properties on page 156 e For information on configuring a Triton Analog Line see Triton Analog Station Line Properties on page 191 In the main Board Configuration dialog box for the MAX board see Figure 20 on page 141 clicking the Board Configuration button opens the following dialog box x r Board Info DSP Board S N 60941CE000003 Top AC S N 6174440800001 BottomAC S N 6094440410003 DSP Clock 720 Physicalld 0 Logicalld 0 m Board Type eer z Add Remove Mobile trunks Advanced Cancel Figure 21 MAX Board Configuration window This dialog box displays the board serial number top access card serial number bottom access card serial number DSP clock board ID physical ID and logical ID You can choose to configure the board as either T1 or E1 then click OK Additional steps are needed to further configure the CAS or PRI protocol in the Protocol Configuration window shown in Figure 9 and Figure 10 For information on adding and removing mobile trunks see Mobile Extension Configuration on page 229
424. not be blank in the U S and Canada Conference Bridge Option System Main Number Selected conference calls will end when all internal lines have disconnected from the conference bridge Not selected the conference connection can continue between outside parties even after all internal parties have disconnected The main system telephone number which is sent to the pager s display when a user s messaging options are configured to call a pager This number will be used by a PRI trunk as the outbound caller ID in the event that no number is assigned in the trunk Phone Number 10 digit DID or extension Transmit CID field Note This field cannot be blank PRI Calling Number System Call Park Timeout Ring Back in Minutes e Play Greeting Phrase Check the check box to send a caller s caller ID when the call is going through one number access ONA or when the call is being forwarded System Call Park 41 allows the extension user to park a call then pick up the call from another extension If the call is forgotten the Timeout sets the number of minutes a call remains parked before the user s extension is rung again To the caller the call park sounds like being put on hold Valid entry 1 60 minutes Select a greeting that the caller will hear before being placed on hold MAXCS ACM 6 0 Administration Manual 43 Chapter 4 System Configuration Parameter Description
425. nother extension Creating Distribution Lists The System Distribution Lists provide for forwarding voice mail messages to multiple recipients defined as list members To forward a voice mail to all list members a user needs to enter only the two digit ID instead of entering numerous individual extensions You can create up to 100 distribution lists each composed of up to 64 extensions The extension list member can represent another distribution list Note The system distribution lists discussed here are different from the extension distribution lists which are configured through the phone sets or the MaxCommunicator or AltiAgent user applications To configure distribution lists select System gt Voice Mail Configuration then click the Voice Mail Distribution List tab oice Mail Configuration xi Messaging Voice Mail Distribution List a Name Customer Serie Member Non Member System Distribution List ID Number Name Number Name 100 Glasgow Smith 123 101 Pedro Saguaro 125 102 Kelly Pina 201 Susan Chen 103 Cust Serv1 Fae 202 Jon Zhang 104 Victor Shih 204 Tech Support 222 TwoTwoTwo 301 Juan Domingo 302 Maria Alvarez Remove gt 555 Figure 2 Voice Mail Configuration Voice Mail Distribution List tab 82 MAXCS ACM 6 0 Administration Manual Chapter 6 Voice Mail Configuration Defining a Distribution List 1 On the Voice Mail Distribution List tab select an
426. ns for the manager the operator the MeetMe conference administrator and options for distinctive ring conference bridge and system call park Account Code Call Reports Country Relevant Audio Peripheral Activity Feature Profiles General Number Plan Business Hours Holiday System Speed Call Restriction m System ID r Country fio z fusa amp Canada x r Distinctive Ring j Manager Entenson J Enable Distinctive Ring P o lll x J Enable Operator Call Priority Ringing J Enable Workgroup Call Priority Ringing m System Home Area Code Conference Bridge Option 510 Tl End Conference If No Extensions Participating m System Main Number p System Call Park 252971 2 Timeout Ring Back in R 4 Minutes p PAI Calling Number Play Greeting Phrase phases M Send initiater s ID in ONA and FWD call m Operator Group Members Select an extension or group as operator Extension 499 v m Call Supervision IV Allow Supervisor to Monitor Barge in Coach and Record agent s non workgroup call Cancel Apply Help 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 VolP domain
427. nt Code J Enable Forced Account Code F Override Allowed fa Account For Long Distan Tl Block Account Code Display e Call Only For information on creating account code associations see Creating Account Codes on page 58 Enable Forced Account Code Forces the user to enter an account code e Override Allowed Prompts the user to enter an account code or the user can press to bypass the account code e Account Code Validation Forces the user to enter a valid account code e For Long Distance Call Only The system determines if an outgoing call starts with a long distance or international prefix If it does the call will require an account code e Block Account Code Display The account code table will not be displayed when the user tries to tag the account from MaxCommunicator and AltiAgent This prevents the user from seeing account codes they do not need to see Call Recording Options The system administrator can specify the following non workgroup call recording options for an agent extension r Call Recording Options License Assignment Concurrent Session A Non Workgroup call Auto record to central location Record E a out of 10 calls J Insert recording tone MAXCS ACM 6 0 Administration Manual 189 Chapter 15 Extension Configuration WARNING Listening in to or recording a conversation without the consent of one or both parties may be a violation of lo
428. nt E1 ISDN PRI 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 MAXCS ACM 6 0 Administration Manual 411 c Inthe next Board Configuration window select E1 as the configure type and click OK Board Configuration TritonE1 4 GWoo xj m Board Info Board S N 13742TE1S0122 DSP Clock 200 Physical Id 4 Logical Id 2 m Board Type Configure Type fet 7 E1 Add Remove Mobile trunks Cancel Important When changing from E1 to T1 then back to E1 channel group properties will be reset to default values It is important to make sure the channel group properties are configured properly Follow the steps below to re check your settings for the physical layer and data link layer 2 Inthe Board Configuration window double click the channel group to open the Channel Group Configuration dialog box Channel Group Configuration TritonE1 1 GWoo Span 0 Status OK r Statistics since Thu 06 22 06 10 50 14 Frame Errors 0 Line Code Errors 10 OOF Errors 0 Bit Errors 0 Rec Frame Slips 0 mt Frame Slips 10 Frame Type Line Code NoCRC C CRC4 C AMI HDB3 Zero Code Suppressi
429. nt GlobalLCR Help About Domain Name MeiLynn Information IP Networks IP Dialing Table IP Codec Number Plan Serer D Lenat 7 ID Type Name Address Ext Len Dial Scheme Protocol Codec Pipe nn oo Local SIPOP 10 10 10 180 none Overlapping ATGN SIP Default NA 01 Server alti_telecom 10 10 10 148 4 Overlapping ATGN SIP Default NA Global Server Location 01 Conflict Local Local H323 d 10 10 10 12 none Overlapping ATGN H323 Default NA 02 Server ACM PLATFO 10 10 10 28 4 Overlapping ATGN SIP Default NA ID Name Master Status 02 Conflict Local LocalH323 10 10 1012 none Overlapping ATGN H323 Default NA OF O e a 03 Local Alti Platfom 10 10 10 240 none Overlapping ATGN H323 Default NA A m YES nanan 04 Local Mini 10 10 10 243 none Overlapping ATGN H323 Default NA 05 Local H323 Default 10 10 10 240 none Overlapping ATGN H323 Default NA 06 Local Only 10 10 1178 none Overlapping ATGN H323 Default NA 07 Local 50A_ACC 10 10 1 208 none Overlapping ATGN H323 Default NA 08 Local Alti_SIP_defa 10 10 10 240 none Overlapping ATGN SIP Default NA 09 Local H323 248 10 10 10 248 none Overlapping ATON H323 Default NA 10 Local Max1000 10 10 1 157 none Overlapping ATGN H323 Default NA 11 Local all_in_one 10 10 1 46 none Overlapping ATGN SIP Default NA 12 Local 1000Max 10 10 1 157 none Overlapping ATGN SIP Default NA 13 Local H323 6711 10 10 1 46 none Overlapping ATGN H323 Default NA 14 Local Server 149 10 10 10
430. nt types of calls This coding instructs the CO on how to interpret the number being sent to it PRI ISDN Numbering Plan E x 101CCCC Numbers So called CIC Carrier Identification Codes dialing e g 1010288 Type of Number Unknown Numbering Plan Unknown x 011 International Numbers For placing calls outside the U S e g 011 44 500 555 1212 Type of Number 1 10 digit Numbers For local and long distance calls that require 1 to be dialed before the number e g 1 408 555 1212 Type of Number fUnknown x Numbering Plan Unknown x 10 digit Numbers For local and long distance calls that do not require 1 to be dialed before the number e g 408 555 1212 Type of Number 7 digit Numbers For calls placed within local area that do not require area code or 1 prefix e g 555 1212 Type of Number Unknown Numbering Plan Unknown x All other Numbers For calls that do not fall in any category above e g 911 611 411 00 0 Type of Number Unknown x Numbering Plan Unknown x Unknown Numbering Plan Unknown x Unknown Numbering Plan Unknown x Cancel Figure 15 PRI ISDN Numbering Plan dialog box The PRI ISDN Numbering Plan dialog box displays the six classes of numbers call type that can be sent to a CO For 101CCCC Numbers CIC Carrier Identification Codes dialing 011 International Numbers for placing calls outside the U S 1 10 digit
431. ntry which will greatly improve the call return feature from Caller ID Zoomerang and making a call from Microsoft Outlook Click the Automatic Dialing Plan Rules button The following dialog box appears Automatic Dialing Plan Rules Country AreaCode 510 Local Plan Sepcial Plan 191 9 Local PSTN 8 Cell Phone 13 Nn Domestic Plan Name Prefix L Intemational Plan Name Prefix Li Figure 15 Automatic Dialing Plan Rules dialog box Define the Local Plan Domestic Plan and International Plan A character of the pattern can be a digit from 0 to 9 It can also be a range of digits for example 0 3 If it is a question mark it is equivalent to 0 9 When return calls are made these rules are followed e When the number matches Local Plan the system will send the number out to the trunk directly When the number matches the Domestic Plan the system will send the number out with the domestic toll call prefix e When the number matches the International Plan the system will send the number out with the international toll call prefix When a number matches multiple entries the match with the most digits has priority Audio Peripheral Configuration You can configure audio peripheral settings e Music on hold 62 MAXCS ACM 6 0 Administration Manual Chapter 4 System Configuration e System default beginning and update prompts for callers in queue e Overhead paging To access the Audio Periph
432. nual Chapter 22 Workgroup Configuration Announce Agent I nfo Inter Check this check box to have the system announce the agent s directory name before an incoming workgroup call is transferred to an agent from the queue Workgroup Call Distribution In the case where an agent belongs to multiple workgroups and there are queued calls in two or more of these workgroups as soon as the agent becomes available the queued call that will be distributed to this agent is determined by the Inter Workgroup Call Distribution setting r Inter Workgroup Call Distribution Queue Call Priority Score 10 Skill Level l aa 10 Priority l This field is used to calculate the score of each call in a workgroup s queue Depending on the call s assigned priority and the skill of the agent that is available the score will determine which workgroup s call gets answered first The call with the highest score is answered first Use the up down arrows to increase or decrease the weight values for Priority and Skill values The first box is the weight for agent skill in a workgroup The second box is the weight for priority of a queued call The score is calculated as 10 skill level x weight for agent skill 10 queued call priority x weight for call priority When determining which call should be dispatched to an idle agent who is assigned to multiple workgroups the system will consider the following factors e Caller s
433. nutes This is the time that a call must have been waiting in queue for the call to be overflowed Service level lower than can be between 0 and 100 This is the percentage of calls in queue longer than service level threshold Action select from one of the following options Overflow existing call in the queue to first in first out Overflow new incoming calls to last in first out When either is selected use the drop down list to select the overflow action e Voice Mail Extension select an extension from the drop down list Workgroup select a workgroup from the drop down list AA select the auto attendant to use in the drop down list under the option AAs are configured in AA Configuration on the System menu e Operator e Outside type in the full prefix and phone number preceded by the trunk or route access code for example 915102529712 MAXCS ACM 6 0 Administration Manual 293 Chapter 22 Workgroup Configuration Application Extension Queue Control When you select Application Extension in the Queue Control panel on the Queue Management tab and an Application Extension is already configured use the drop down list to select the desired Application Extension For more information on configuring an application extension refer to Application Extension Configuration on page 111 Group List Generel Group Member Notification 103 Cust Serv Queue Cont
434. o a non agent When an agent is converted to a non agent all workgroup related parameters will be cleared including wrap up time inter call delay and outgoing workgroup number To convert select the agent indicated by YES in the Agent field and click the Convert Agent button or double click the agent Non Agent to Agent To convert select the non agent indicated by NO in the Agent field and click the Convert Agent button or double click the non agent Make sure you have enough agent licenses Convert Workgroup to Hunt Group when a workgroup is converted to a hunt group its members are not changed but the following parameters are cleared including voice recording setting queue time threshold queue overflow settings queue announcement agent announcement 396 MAXCS ACM 6 0 Administration Manual Chapter 29 Tools and Applications queue quit forward returns to default value to voice mail call distribution if previously configured to Ring First Available Member Ring Next Member or Ring All the setting is not changed If configured to any other settings the setting is configured to Ring First Available Member To convert select the workgroup indicated in the Type field and click the Convert Group button or double click the workgroup Convert Hunt group to Workgroup A hunt group cannot be converted if it contains at least one non agent You must first change the extension from
435. o view the Noise Level Echo Return Loss and Hybrid Echo Return Loss measured using the current Impedance setting Noise Level The noise level displayed after you click the Diagnose button or the Match Impedance button Acceptable range for Noise Level is less than 67 dBm in value For example Noise Level of 72 dBm is good and 63 dBm is poor You may experience high background noise and low voice volume if Noise Level is poor Echo Return Loss The measurement for echo return loss displayed after you click the Diagnose button or the Match Impedance button Acceptable range for Echo Return Loss is less than 12 dB For example Echo Return Loss of 19 dB is good and 8dB is poor The IP phone users may hear their voice coming back echo if Echo Return Loss is poor Hybrid Echo Return Loss The measurement for hybrid echo return loss displayed after you click the Diagnose button or the Match Impedance button Acceptable range for Hybrid Echo Return Loss is less than 6 dB 158 MAXCS ACM 6 0 Administration Manual Chapter 12 Trunk Configuration Parameter Description Rx Level at 600 Ohms The Rx Level measurement at 600 Ohms obtained by clicking the Test Rx Level button See Test Rx Level button below Test Rx Level button Tests the receiving level of the trunk channel on a call to your local CO s Milli Watt Test Number after you set the Impedance parameter to 600 Ohms and the Rx
436. og Extension on Top Slot 2 Analog Exte 2 Top 3 Analog Exte 3 Top 1 gt Ok Analog Extension on Bottom Slot 4 Analog Exte 4 Top 5 AnalogExte 5 Top e 2 gt Ok Analog Trunk on Top Slot 6 Analog Exte 6 Top y 7 AnalogExte 7 Top Oo 3 gt Ok Analog Trunk on Bottom Slot 8 Analog Exte 0 Bottom e 4 gt Local Alarm T1 E1 on Bottom Slot g Analog Exte 1 Bottom 1 Analog Exte 2 Bottom 1 Analnn F xte 3 Rott a 4 gt Reset Channel Reset Channel Group Board Configuration Reset Board Figure 20 Board Configuration window The Channel Group Info panel shows the channel groups groups of channels that belong to the same type For example if one 4x4xT1 access board and one 4x8 access board are installed in the MAX main board there will be three channel groups for the 4x4xT1 card and two channel groups for the 4x8 When one of the channel groups is selected the Channel Mapping List reflects the selection e Double clicking a T1 E1 channel group opens the channel group configuration dialog box For information on configuring in this dialog box see T1 and E1 Configuration on page 121 This is available on T1 or E1 channel groups only e Inthe channel group configuration dialog box click the Protocol button to open the Protocol Configuration dialog box For information on configuring protocol see Setting up Channels on the Triton T1 E1 Board on page 125 Double clicking a cha
437. oice mail or with the appropriate license to a central folder Dialed Digit Translation allows the administrator to select a single dialed digit that can be assigned to route a call to any destination First Digit Translator allows the administrator to select a single dialed digit that can be assigned to route a call to any destination Extension Dialed Digit Translator allows predefined dialed digits by an extension to be translated into a different dialing string The digit manipulation option allows you to remove or add digits to a number dialed by the extension Dial Last Caller allows user to dial the last caller using 69 Direct Inward Dial DID allows an incoming trunk call to directly access an extension without IVR intervention Note If your local exchange carrier provides DID service DID calls will automatically be steered to the appropriate destination Directory Name Announcement the extension user s directory name will be announced to the caller before the call rings to a phone Distinctive Call Waiting Tone allows three different call waiting tone cadences to distinguish between internal external and operator calls Distinctive Ringing allows three different ringing cadences to distinguish between internal external and operator calls Do Not Disturb blocks all calls coming into a specific extension and sends them to preprogrammed destinations such as voice mail or the operator Extension Activity Dis
438. oice mail and system prompts If voice mail and system phrases have been translated into other languages and properly added to the C PostOffice Phrases directory the languages will be selectable from the Language drop down list See Multilingual Configuration on page 95 for information on adding translated prompts to the MAXCS system 188 MAXCS ACM 6 0 Administration Manual Chapter 15 Extension Configuration Feature Profile Sets an extension feature profile that includes enabling or disabling of extension features The feature profile must first be configured by the administrator on the Feature Profiles tab of System Configuration see Feature Profiles on page 77 Enable Dial By Name Select this box to allow incoming callers to search the extension list by employee name for this extension e Enable I ntercom Select this box to enable the intercom call feature for this extension Pressing 93 allows the user to make an intercom call to another intercom enabled extension Note Intercom is available for extensions on Triton Analog Extension Boards and AltiGen IP Phone Extensions e 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 Account Code These settings determine how callers use any account codes you have established when making outgoing trunk calls Accou
439. olyn Carolyn JimminY Vi Duong Vi Duong Monique Jennifer Jennifenc Jennifer Allison N Allison N SDK sup David Lee SalesOrd SalesOrd Gilbert IP Gilbert IP Training Monique Jimmin Y Jimmin D Jimmin Y Server Name ENTERPRI MAX O00 R be HEAVY ME HEAVY ME ENTERPRI HEAVY ME ENTERPRI ENTERPRI HEAVY ME ENTERPRI ENTERPRI MAX1O00 R HEAVY ME ENTERPRI HEAVY ME MAX1O00 R HEAVY ME ENTERPRI MAX1000 R ENTERPRI HEAVY ME MAX1 O00 R HEAVY ME HEAVY ME MAX1000 R HEAVY ME gt Ero BEES Figure 3 Department configuration To define a department 1 Click the Add button at the bottom of the Department panel The Add Department dialog box appears Add Department Eg Name Description Co Cancel 2 Enter a department name and a description if desired and click OK To configure extensions for departments 1 Select a department in the Department list 2 To add non member extensions to the department select the extensions and click Add 3 To delete extensions from the Member Extensions list select the extensions and click Remove To remove all member extensions from a department click Remove All MAXCS ACM 6 0 Administration Manual 345 Chapter 25 Enterprise VolP Network Management Configuring Global Least Cost R
440. on Profiles Pr System Add Delete Holiday Description fi Homa 07 05 2004 Independance day Holiday Monday July 05 2004 09 06 2004 Labor Day 11 25 2004 Thanksgiving 11 26 2004 Thanksgiving2 12 24 2004 Christmas 01 03 2005 New Years Day Ot 02 21 2005 President s Day 05 19 2005 Off Site Meeting 05 30 2005 Memorial Day 07 04 2005 Independence Day 09 05 2005 Labor Day 11 24 2005 Thanksgiving_1_2 11 25 2005 Thanksgiving_2_2 Description Independance day Route Incoming Calls to Extension fi 00 v Route Incoming Calls to AA Holiday A C Route Incoming Calls to Operator I Enable Work Hours during Holiday From fiz 00 00 4M a to J1200 00AM 12 26 2005 Christmas 1 Me m A ERRA 7 12 27 2005 Christmas 2 Enersen fioo E 01 02 2006 New Years Jou c sto AA fi Z 02 20 2006 President s Day _ gt Route Incoming Calls to Operator Add Delete Apply to Note The Holiday Profiles can be applied to DNIS In Call Routing Caller ID In Call Routing and Trunk In Call Routing Cancel Apply Help 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 butto
441. on on page 353 Setting E mail Options On the Mail Management tab you can set the e mail options for the workgroup e E mail Name the workgroup s e mail name without the domain The default e mail name is ext lt workgroup number gt that is the letters ext followed by the workgroup number For example the default e mail name for workgroup 500 would be ext500 e Retrieve Voice Mail by E mail Client selected this sends voice mail to the user extension as an e mail attachment Deselected voice mail is retrieved as voice mail 278 MAXCS ACM 6 0 Administration Manual Chapter 22 Workgroup Configuration Enable Mail Forwarding selected the workgroup s e mail will be forwarded to the e mail address you specify in the Forward E mail Address box The address should be a full address including the domain for example jsmith thecompany com If you enable mail forwarding you also specify what you want done with the original messages after they have been forwarded In the drop down list you can choose to Delete Messages after Forward Keep the Messages as New Keep Messages as Saved Setting Mailbox Playback Options You can use the following check boxes to turn on or off options for listening to playback of recorded messages These options apply to both new messages and saved messages and they can be applied to multiple workgroups using Apply to Parameter Description Announce
442. on None x CD Bits Handling Set CD AB x I System Clock Master Protocol OK Cancel Figure 4 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 pro vider and our system is synchronized to the CO If all configurations are correct the status should be shown as OK as in Figure 4 3 Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window 412 MAXCS ACM 6 0 Administration Manual 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 CH gt Type 01 gt B Channel 02 gt B Channel 03 gt B Channel 04 gt B Channel 05 gt B Channel 06 gt B Channel 07 gt B Channel 08 gt B Channel 09 gt B Channel 10 gt B Channel 11 gt B Channel 12 gt B Channel 13 gt B Channel 14 gt B Channel 15 gt B Channel 16 gt D Channel 17 gt B Channel 18 gt B Channel 19 gt B Channel 20 gt B Channel 21 gt B Channel Figure 5 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 414 0O gt System Data a r Span type selection C E1CAS Channel associated signalling Regular ISDN PRI D channel i
443. on right click a trunk in the Trunk View window shown in Figure 2 below and select Channel Physical Location The Channel Information box appears displaying logical board ID board name channel group type and channel ID MAXCS ACM 6 0 Administration Manual 143 Chapter 12 Trunk Configuration Channel Info Logical Board ID ft Board Name fiitonT1 2 GwOO Channel Group Type fi Channel ID po Figure 1 Channel Information box Opening the Trunk Configuration Window To open the general Trunk Configuration window do one of the following e Click the Trunk Configuration button tr in the toolbar e Select PBX gt Trunk Configuration e Double click a trunk in the Trunk View window lF Trunk Yiew Location Type lel es Status Duration 02 0060 02 0061 02 0062 02 0063 02 0064 02 0065 02 0066 02 0067 02 0068 02 0069 02 0070 02 0071 02 0072 02 0073 02 0074 02 0075 02 0076 n nn77 SIP Tie SIP Tie SIP Tie SIP Tie SIP Tie SIP Tie SIP Tie SIP Tie SIP Tie SIP Tie SIP Tie SIP Tie SIP Tie SIP Tie SIP Tie SIP Tie SIP Tie SID Tie idle idle idle Channel Physical Location Channel Properties Figure 2 Trunk View window 144 MAXCS ACM 6 0 Administration Manual Selecting Channel Properties from the right click menu in Trunk View bypasses thi general Trunk Configuration window to open a trunk properties window sp
444. on window 240 MAXCS ACM 6 0 Administration Manual Chapter 19 Hunt Group Configuration To add a hunt group 1 4 Input number 404 J Global group Click the Add button under the Group List The Add New Group dialog box opens Please enter a valid 3 digit long number Cancel Type in a group number for the hunt group Check the Global group check box if you want the group to be visible to other systems within the VolP domain See Chapter 25 Enterprise Vol P Network Management for more information Click OK Establishing Basic Hunt Group Attributes After you create a hunt group you can set basic attributes in the Huntgroup Configuration General tab To set Group I nformation type in the following First Name and Last Name each with a maximum of 32 characters Password the default is the system default password set on the Number Plan tab of the System Configuration window A valid password cannot be the same as its hunt group number and must be 4 8 digits numbers or letters A Z in length Basic password patterns such as repeated digits 1111 consecutive digit strings 1234 or digits that match the extension Ext 101 using 1012 9101 10101 etc are not recommended The letters map to numbers on a phone for example 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 T S 4 G H I g h i 8 T U V t u V
445. options click the Call Handling tab in the Workgroup Configuration window and select the workgroup number from the Group List p Group List General Group Member Business Hours Skill Based Routing Mail Management Notification Call Handling Queue Management i 9 Cust Serv Busy Call Handling No Answer Call Handling 204 Tech Support E Enable Busy Call Handing IM Enable No Answer Handing Forward The Callto emanen Forward The Callto Next Group Member Ea Set RNA Agent Log Out r Forward All Calls I Set RNA Agent Not Ready I Enable Forward to Al Siti Ee Se OS X rintra Group Call Distribution r Group RNA Logout Handling Ring First Available Member iat our members RN amp Logout forward the Ring Next Available Member V Enable Forward to Voice Mail hi Ping All Available Members 4 baal Ring Longest Idle Member E a Ring Average Longest Idle Member Ring Fewest Answered Calls r Announce Agent Info E C Ring Shortest Average Talk Time Announce agent s directory name C Skill Based Routing before connecting I Enable Single Call Handling for Agents r Inter Workgroup Call Distribution Queue Call Priority Score 10 Skill Level 10 Priority J Add Delete Apply to Cancel Apply Help Figure 10 Workgroup Configuration Call Handling tab Handling Busy Calls You have several options for handling calls when the
446. or Out Of Frame detected Location condition equipment problem For excessive BPV LCV check AMI B8ZS setting For OOF check the MVIP bus master setting OR Have CO perform a line test to check for a faulty cable or line PRI only L2 Failure lt No Sync Flag gt Layer 2 failure data link layer no sync flag has been detected in data link layer Check if D channel is active or not PRI only L2 Failure lt Not established gt Layer 2 failure data link layer the peer to peer link has not established in data link layer CO must activate HDLC link Reading the Statistics The Statistics panel displays the number of errors that have occurred since the last system reboot or statistics clearing There may be non zero values when configuring the T1 span for the first time You can clear these fields with the Clear button Error Meaning Frame Errors Number of framing bit errors In T1 mode a framing bit error is defined as an incorrect FS bit value The counter is suppressed when framer loses frame alignment OOF Errors errors The Out Of Frame counter registers every time the T1 chip is forced to re frame when receiving a frame with severe Rec Frame Slips The Receiver Frame Slips counter shows the number of frame slips for the receiver Line Code Errors Line Code Error is defined as an occurrence of a bi polar variation or excessive zeroe
447. or more prompts then use the Up or Down buttons to determine the order in which the prompts are played Use the drop down list to select one of the following actions Transfer to Extension Other Group e Transfer to AA Transfer to Operator e Transfer to Outside Number Transfer to Group VM Play prompts 292 MAXCS ACM 6 0 Administration Manual No Action Disconnect 4 Click OK or Apply Queue Overflow Chapter 22 Workgroup Configuration The Queue Overflow tab allows for configuration of overflow conditions and actions Advanced Queue Management 103 Properties x Announcement Menu Selection Queue Overflow Overflow Conditions IV Waiting time longer than I Service level lower than y Action 20 a call s 10 minute s 80 4 C Overflow existing call in the queue to Overflow new incoming calls to Voice Mail v 7 Cancel Apply Help Figure 15 Workgroup Configuration Advanced Queue Management Queue Overflow tab e Overflow Conditions select from any of the following check boxes if all are checked the conditions will be followed in order Calls in Queue exceed can be between 0 and 150 This is the number of calls in queue that will cause overflow For example 5 calls mean that once a queue has 5 calls in queue the system will forward the overflow calls according to a specified action Wait time longer than can be between 0 and 200 mi
448. orced Account Code F Override Allowed IF Account Code Validation F For Long Distance Call Only Tl Block Account Code Display r Call Recording Options License Assignment Concurrent Session x Non Workgroup call Disable Record p out of 10 calls F Insert recording tone m Type Physical Extension Virtual Extension IP Extension r Location Logical Board ID ja Logical Channel ID Bo Prev Next Line Properties MIP Extension IV Enable IP Extension Connect Voice Stream to Server Dynamic IP Address Static IP Address Logon IP Address 0 0 0 0 Home Media Server ID 0 X J Enable 3rd Party Sip Device J Enable Fallback to Mobile Extension Mobile Extension Channel 13 000 7 m Phone Display Number Line Caller Number fa Name Line IP Phone Caller Name X Cancel Apply Help Figure 3 Selecting a language for an extension user In the Language drop down list select the desired language and click OK MAXCS ACM 6 0 Administration Manual 99 Chapter 8 Multilingual Configuration Extension User Can Change Language Setting Extension users can change the extension s language setting by using feature code 12 if feature code 12 is configured on the System gt Multilingual Configuration gt Feature Code tab Multilingual Configuration xi m Language Setting Language AA Feature Code 12 JV L
449. ore information on using Apply to Setting the Message Types for Notification Select the types of messages for which the hunt group user will be notified None selected the user is not notified with a call regarding newly received messages Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received e Urgent Voice Messages Only All Voice Messages Please note that the system will start notification as soon as it enters non business hours under the following conditions e Extension is set to notify Urgent Voice Message Only 246 MAXCS ACM 6 0 Administration Manual Chapter 19 Hunt Group Configuration e Notification is set to Non Business Hours e Voice mail is received during business hours and is marked urgent e Extension user does not check the urgent message Setting the Type of Notification There are four options for sending the notification or reminder message phone pager extension or custom application Custom App e Extension to use the Extension option select the Extension radio button then type the extension number into the text box 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 cod
450. ork congestion or routing failure e JB Packet Loss the number of voice packets that have been discarded due to jitter buffer overflow 36 MAXCS ACM 6 0 Administration Manual Chapter 3 Getting Around MaxAdministrator Total Packet Loss Rate the ratio of total number of lost packets versus total received packets Max Packet Loss Rate the maximum packet loss rate observed over a period of time during a whole session Jitter displays the average length of delay per voice packet in milliseconds This number can be used to measure the quality of service on the network that connects the source and destination sites Under 100 milliseconds is good while a higher figure indicates a longer than average delay See Setting VolP Codec Profiles on page 320 for more detailed information on jitter Local Ports displays the local RTP RTCP port for the voice stream Remote IP Address Port displays the remote RTP port for the voice stream Bottom part of the window Shows information about the MeetMe 30 party conference bridge Gateway ID of the 30 party conference board for example 00 MeetMe Conference Bridge ID from 00 00 to 00 09 Number of members currently participating in a conference using each bridge Note Each system can have only one 30 party MeetMe conference board Setting the Refresh Interval The Current Resource Statistics window is updated according to the Refresh Interval configuration By default the Refresh
451. ors can also disable Exchange users from leaving voice mails and transferring calls S Exchange Management Console File Action View Help e om gm 3 Microsoft Exchange Ees Organization Configuration ig Mailbox a Client Access W Hub Transport e Unified Messaging Server Configuration JT Allow calls to users within the same dial plan aa Mailbox SumPilot 3002 ri 7 amp Client Access Z Hub Transport m ea a ee B Unified Messaging ean EPA 1 UM Dial Plans l Musy 4DigitDialPlan Default Policy Properties xi Name _ oe DaDpialingPlan Defaul General Message Text PIN Policies Dialing Restrictions api jalPlan Defaul Select allowed in country region rule groups from dial plan ead In the Exchange Management Console double click the appropriate dial plan and in that plan s Default Policy Properties gt Dialing Restrictions tab clear the two check boxes and click OK Select allowed international rule groups from dial plan dpadd Cancel App Hep 9 In Enterprise Manager gt IP Dialing Table add an entry and select the protocol as SIP TCP For example 372 MAXCS ACM 6 0 Administration Manual Chapter 27 Microsoft Exchange Integration Server ID o Server Name self Server IP Address fio 10 0 228 E Remote Ext Length none A N y Dialing Scheme Overlapping ATGN y Protocol s
452. otocol only Default f SIP INFO is used to deliver DTMF RFC 2833 The DTMF pay load is embedded with RTP Most 3rd party SIP gateways support this standard Applies to SIP TRUNK only In band If DTMF tone is delivered over the voice band It s not reliable over G 711 codec and will not work over G 729 G 723 codec SIP Early Media Applies to SIP protocol and SIP trunk only SIP Early Media allows two SIP devices to communicate before a SIP call is actually established It is important for interoperability with the SIP trunk carrier s PSTN gateway If SIP Early Media is not checked the caller may not hear the exact ringback tone provided by the CO the caller may not hear any ringback tone at all Assigning Codec Profiles to IP Addresses You can specify what codec profile to use when connecting to the following VolP devices e IP phones on the LAN e aremote IP phone over WAN e a remote AltiGen system over WAN e SIP Trunk service provider over WAN e multiple gateways on the LAN The codec profile assigned in the IP Device Range table shown below supersedes the codec profile defined in the IP dialing table if the IP address is duplicated in both tables 322 MAXCS ACM 6 0 Administration Manual Chapter 25 Enterprise VolP Network Management To set IP address ranges and assign codec profiles to them in Enterprise Manager click the IP Codec tab Ent
453. ou choose Outside Number select a trunk or route access code to use in the small drop down list on the left and type in the full prefix and phone number To an App Ext when used in conjunction with a third party notification application the App Ext feature enables an extension to connect to an application that can receive the notification event use the drop down list to choose the log on extension to which the third party application is connected Contact your local AltiGen dealer for more information on using this feature To Line Park if configured select a Line Park group from the drop down list Handling Unanswered Calls The Enable No Answer Handling configuration provides options for handling calls when the system rings the first available agent and the call is not answered If all agents in the workgroup are rung and no one answers the call the system will use the Group RNA Logout Handling rule Enable No Answer Handling is not available if Intra Group Call Distribution is set to Ring All Available Members To configure this option check the Enable No Answer Handling box Select one of the following forwarding options for no answer call handling Next Group Member ring the next available agent until all available agents are rung If all agents are busy caller will stay in the workgroup queue Extension take the call out of the workgroup and forward it to an extension Group take the call out of workgroup and forwar
454. ound Not Found Local 402 Local Local Not Found Local 403 Global Local Local Conflict 404 Global Global Local Conflict 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 set it up this way so that System A and B users can dial 402 for their local purposes Ext 402 may be used for connecting to a paging device for example 3 Extension 403 is created in all systems It is defined as Global when created in System A and not defined as Global when created in Systems B and C This conflict requires resolution or else System B and C users cannot dial to the Global extension in System A 4 Extension 404 is created in Systems A and B as Global prior to the creation of the VoIP domain This conflict also requires resolution to determine which system will host the Global extension Changing an Extension s Scope from Local to Global If you need to resolve a conflict by making a Local extension into a Global extension follow these steps 1 Select the extension in the User panel and click the Resolve tab General Resolve Extension Scope Server Name Extension First Name Last Name Scope UserID Type HQ 1010 Local 411010 User Branch 1010 Local 11010 User Change to Global y D 2 Select the server name extension where you would like the Global extension to reside 3 Cli
455. oute Name Local amp Long Distance T1 T fisen to Head zj Nurbe ofits Delete o F Inset Digits 00 0022 T1 00 0023 T1 00 0024 T1 00 0025 T1 00 0026 T1 00 0027 T1 00 0028 T1 00 0023 TI m oe 00 0030 TI 00 0031 TI Rowe Index i 00 0032 TI nnna T1 Route Name ocal amp Long Distance T1 4 Up Down 0K Cancel Help 2 Apply the route to Default Routes 180 MAXCS ACM 6 0 Administration Manual Chapter 14 Out Call Routing Configuration Route Definition Dialing Pattern Default Routes r Local Route gt International Route 2 N A E 2 NZA z 3 N A ia 3 N A fadl 4 N A i 4 NZA f 5 NXA z 5 NZA jad 6 N A E 6 N A he m Long Distance Route _ Emergency Call Route 2 NZA eai 2 NZA id 3 NAA im 3 NZA ha 4 NZA bd 4 N A hd 5 N A iy 5 N A 6 NA zi 6 NZA hd covet ew __ 3 On the Dialing Pattern tab add two dialing patterns 1214 and 1972 each with a pattern length of 11 Prefix fi 972 Pattern length including prefix E omoa Prefix 11214 Pattern length including prefix E oms 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 Out Call Routing Configuration x Route Defirition Dialing Pattern Defaut Routes r Digt Ma
456. outer Alti 1P 600 Administration Manual IP 710 User Manual IP 705 User Manual MAXCS ACM 6 0 Administration Manual 1 2 MAXCS ACM 6 0 Administration Manual CHAPTER Overview MAX Communication Server MAXCS is AltiGen s system software targeted for the IP PBX and contact center market MAXCS is designed with an intuitive easy to use graphical user interface so your IT staff can easily manage the system and reduce administrative costs The software is designed to support voice and data communications converged into a single data network The mobility solutions provide your employees working remotely with the same set of features as employees working in the office The product is designed to provide contact centers with the essentials to service respond and track performance of contact professionals Since MAXCS is P enabled and modular call centric businesses are protected against growing out of their investment Technology Enhancements in Release 6 0 The following sections list the enhancements made to MAX Communication Server Release 6 0 Microsoft Exchange 2007 Support Supports three Exchange integration modes e Synchronize with Exchange 2003 2007 traditional integration with performance improvement e Bridged access to Exchange 2007 In this mode the AltiGen voice mail will provide an option to the user to access Exchange 2007 s speech enabled voice mail system e Native VM integration with Exchange 2007
457. outer firewall vendor to obtain a software update for your networking equipment or obtain routable address space from your Internet provider If you are unsure whether or not you are using NAT contact your router firewall vendor or Internet provider 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 e DHCP is recommended to reduce the risks for duplicating IP addresses MAXCS provides seamless support for AltiGen IP phones using dynamic IP addresses Select Dynamic IP address for IP Extensions in the Max Admin s Extension Configuration window e A switch is required VolP quality can be adversely affected if a hub is used Configuration Guidelines for NAT Note This section only applies to AltiGen IP phones or IPTalk integrated with MaxCommunicator or AltiAgent The section discusses the configuration guidelines when AltiServ is behind NAT Network Address Translation and communication to AltiGen IP phones PTalk or another AltiServ is over WAN AltiGen SIP phones support NAT traversal which does not require special settings on the NAT router at the remote site Due to H 323 SIP protocol which puts the IP address information in the TCP IP payload the NAT router requires some H 323 protocol and SIP protocol implementation to correctly handle the H 323 SIP traffic and translate
458. outing Global LCR allows you to save on toll charges by making long distance or international calls through a VolP domain member system The target system will function like a PSTN gateway for other member systems to hop off For example suppose you have two systems in the U S and one system in the U K configured as VolP domain When users in the U S dial country code 44 you want the call to be dialed though the system in the U K to its PSTN network Global LCR has higher priority than local outcall routing The system will check the Global LCR entries first before the call is handled by the local system s outcall routing rules Before you configure Global LCR you need to evaluate the following conditions e How many concurrent calls will be routed through the target system Does the target system have enough PSTN trunks to support the entire VolP domain e Does the target system have enough WAN bandwidth to support system to system and PSTN hop off calls Before you configure Global LCR you need to make sure the following settings are properly configured in MaxAdmin e Both systems need to have the route access code configured on the Number Plan tab in System Configuration The user has to dial the route access code the phone number to use Global LCR e 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 an
459. ovides toll savings on long distance calls by allowing users to dial a remote system via VoIP or T1 PRI trunk and then the destination phone number through PSTN Hunt Group a group of extensions can be set up to perform call coverage so that if the first extension is busy the next extension is hunted until a free extension is found If all extensions are busy the incoming call will be queued and listen to background music MAXCS ACM 6 0 Administration Manual 7 Chapter 1 Overview Individual and System Call Pick Up allows users to answer a ringing telephone from another station Intercom Call by pressing 93 on an analog phone users can make an intercom call to an AltiTouch 510 or an AltiGen IP phone If the phone is in idle state the phone speaker will be turned on and the voice path is connected If the target phone is busy the caller will hear a busy signal This feature can be enabled or disabled per extension by the administrator Line Park allows for a set of 99 lines to be used as a park pool where trunk incoming calls can be parked automatically by routing call handling treatment in MaxAdministrator Park Lines are organized into groups with up to 99 groups supported Parked Lines can be assigned to an IP phone programmable key for call pickup Line Park group has busy queuing and time out transfer options Live Call Handling allows a caller to hear a ringback tone when the extension user is in voice mail paging
460. ox Phone Pager for the Phone and Pager options first specify the trunk or route access code using the drop down list next to the Phone radio button The Any option means to locate any available trunk Then type in the number with all relevant dialing prefixes other than the trunk code using a maximum of 63 digits e Custom App when used in conjunction with a third party notification application the Custom App feature enables an extension to connect to an application that can receive the notification event use the drop down list to choose the log on extension to which the third party application is connected Contact your local AltiGen dealer for more information on using this feature Note The Reminder Call will not work with this selection Note also the following considerations 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 lt phone number gt lt pager number gt format For example if the phone number to call the pager operator is 7654321 and the pager number to page the user is 12345678 the notification outcall number that needs to be entered is 7654321 12345678 When the pager operator answers the Message Notification call MAXCS announces the pager number an
461. ox 6 A list of servers appears in the Search Results field at the bottom of the window Find and select the AltiGen server and click OK 362 MAXCS ACM 6 0 Administration Manual Chapter 27 Microsoft Exchange Integration Select Users Computers or Groups 2 x Select this object type Users Groups or Built in security principals Object Types Erom this location fsvR2003 altigen com Locations Common Queries Name starts with z Desenption Starts with z I Disabled accounts I Non expiting password Days since last logon z Search results Name RDN E Mail Address account Operators Administrator Administrators Administrators AltiGen_ALTI OFFICE3 AltiGen_ALTIWARESO AltiGen ITALY iE ANONYMOUS LOGON ASPNET E Authenticated Users Backup Operators Built in account f AltiGen Service AltiGen Service AltiGen Service Account used fo SVF2003 altige SVR2003 altige SYR2003 altige SVR2003 altige SV R2003 altige SVR2003 altige SVR2003 altige SVR2003 altige Figure 14 Selecting AltiGen Server from Select Users Computers or Groups Advanced Window Server Properties In the Select Users Computers or Groups Window the AltiGen server you selected will appear in the Object Names field Click OK Go back to the Security tab and in the Permissions for Administrator field click the Allow check box
462. ox unchecked Enable Channel After all above parameters are entered correctly check this box to activate the channel The AltiGen system will send authentication to the service provider to verify the setting To copy the information in one row to other rows select the row and click Copy To Then select the rows you want to copy the information to using CTRL click and Shift click to select several rows Click OK To delete a row select it and click Delete 152 MAXCS ACM 6 0 Administration Manual Chapter 12 Trunk Configuration Triton T1 E1 Trunk Properties To open a configuration dialog box for a Triton T1 E1 channel do one of the following e 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 e If you re in the Trunk View window right click the channel and select Channel Properties Triton T1 Configuration TritonT1 PRI 0 Channel 0 m T1 E1 robbed bit Signaling Protocol SRAS RMT ere Dialing Delay 25044 ms gt How to collect Caller ID and DID Max seconds before the first digit 3 seconds v Max seconds between digits None w V Incoming sequence tor Calern fto x bios None M Or DID DNIS None vj None None z None v Cancel Apply to Figure 6 Triton T1 Configuration dialog box Following
463. p DND FWD or ERROR state e Workgroup and Agent s performance summary data output to client applications Service Level Threshold a time value for callers waiting in queues The performance statistics show when workgroup calls are queued for longer than a prescribed value 10 MAXCS ACM 6 0 Administration Manual Chapter 1 Overview Single Multiple Call Handling for Workgroups allows the workgroup administrator to select single or multiple calls handling operation for workgroup agents when holding a workgroup call Skill Based Routing this feature includes the following capabilities e Assigning skill level requirement SKLR to caller e Assigning skill level SKL to agent e Matching caller s SKLR to agent s SKL e 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 Personal calls can also be barged in to by a workgroup supervisor Supervisor Coach Whisper allows a workgroup supervisor talk to a workgroup agent without the other party hearing Queue Overflow Handling routes incoming calls to an alternate destination when the queue reaches one of the following conditions e Calls in queue exceed defined limit e Longest
464. p 281 notification options setting 203 notification timing setting 204 notification type 247 281 playback 199 245 279 retention 200 246 280 message notification setting 200 message playback options 199 messages managing 79 recording options 79 setting e mail options 81 setting notification retries 78 messaging managing 77 Microsoft Exchange Server inte gration 353 Microsoft SQL 60 mobile extension limitations 237 overview 229 press any key to answer call 235 voice mail 237 mobile trunk shared or dedicated 234 Monitor Available 214 monitor list 213 monitoring extensions set up 213 multilingual prompts 95 overview 95 multilingual system auto attendant 98 configuring 97 configuring 12 for extension 100 configuring DNIS routing 101 configuring extension 99 multilink 308 multiple call waiting enabling 209 multiple data message format MDMF 192 multiple language system language used 102 music files converting 394 music on hold custom file 64 music on hold configuration 64 MVIP cable test tool 384 N A programmable key 227 NAT 308 AltiServ behind configuring 327 server behind 324 NAT support 327 Native VM integration configur ing 370 navigating MaxAdmin 29 network defining 325 IP defining address range 326 quality of service 307 Network Address Translation NAT 308 network guidelines for VolP 307 network management 315 network ports used by MAXCS 419 no answer handling 209 250 284 non wor
465. p 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 an AltiGen SDK session for the extension Note If the extension is an IP extension 26 27 is still available when the phone is in the onhook position even if it is disabled in the extension s feature profile To add a Feature Profile By default a System feature profile is assigned as 0 To add a new Feature Profile click the Add button The Add Feature Profile dialog box appears where you can type ina Name for the feature profile Add Feature Profile xi Feature Profile Name m Cancel Figure 18 Add Feature Profile dialog box Note When adding a feature profile the system will automatically assign the lowest available number Select the check boxes for the MAXCS feature codes that you want to be associated with this feature profile then click Apply After the System Administrator creates a Feature Profile the Feature Profile can be assigned to a specific extension from the General page of Extension Configuration See Setting Personal Information on page 187 for more information on assigning a feature profile to an extension Important If you assign a feature profile for example 2 Sales Group to an extension in Extension Configuration and that feature profile is subsequently deleted and a new feature pro
466. p One Number Access remotely through MaxCommunicator Disabling One Number Access You can disable ONA for the extension by selecting the Disable option Selecting Disable on this tab does not destroy the data you might have entered For example if you entered a group of Caller IDs to use to identify the caller these will be available if you enable one number access at a future time MAXCS ACM 6 0 Administration Manual 211 Chapter 15 Extension Configuration Call Screening When the Enable Call Screening option is checked callers accessing One Number Access will be prompted to record a name in order to continue the ONA process The recorded name is played after the callee ONA target answers the call and optionally enters a correct password The callee will then hear the caller s name and can decide whether or not to accept the call Setting Caller I D Verification You can check the Verify Caller I D based on the following check box and then type in up to 10 phone numbers in the text boxes Whenever the system detects a call from one of the numbers entered here during the selected schedule the system searches for you by dialing the numbers configured in the Forwarding Number fields Caution If ONA is enabled and no numbers are entered for Caller ID Verification ONA is available to all callers Caller ID verification entries should be complete phone numbers Using a Password Verification You can also enter a random
467. password number such as 5555 so that any caller who knows this password can use ONA to find you regardless of where they are calling from Once you ve set this up you need to instruct the caller to dial 1 during your personal greeting then enter the password to use ONA Specifying Forwarding Numbers The Forwarding Numbers are used by the system to find the user when ONA is active You can set up to four different numbers When ONA is active the system dials the forwarding number s in the order they are displayed on the One Number Access tab The Forwarding Number order does not correspond to the Schedule order You can forward to another extension or to an outside number You can use an outside number only if the extension is set to allow for Transferred Conferenced Forwarded calls on the an Extension Configuration Restriction tab under Other Call Restrictions When you use the outside number option select a trunk or route access code in the drop down list and type in the phone number as it would be dialed after keying the access code Check the Check Password option to force users to enter their extension password when a call is forwarded to them via ONA This ensures that only the owner of the extension can answer the call You can set the ONA ring duration from 5 to 45 seconds using the Ring for seconds drop down list Default value is 20 seconds The system will ring the ONA target within the specified time li
468. peated digits 1111 consecutive digit strings 1234 or digits that match the extension Ext 101 using 1012 9101 10101 etc are not recommended The letters map to numbers on a phone for example as follows MAXCS ACM 6 0 Administration Manual 265 Chapter 22 Workgroup Configuration Numbers Letters Numbers Letters 2 A B C a b c 6 M N O m n o 3 D E F d e f 7 P Q R S p q T S 4 G H I g h i 8 T U V t u v 5 J K L j k 1 9 W X Y Z W X y Z DID Number each workgroup can be assigned a DID number This number does not have a fixed length but the length must be long enough range 2 16 for the system to match the DID incoming call 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 Setting Call Restrictions The call restriction rules on the General tab apply to users making outbound calls from within voice mail and several workgroup settings These settings do not impact the call restriction settings configured for the workgroup member s extension in Extension Configuration Allow Calls to be Transferred or Conferenced to an Outside Number when checked the internal extension user can log into this workgroup voice mail make a call to a second party then transfer or conference to a third party Allow User to Configure Forwarding Notification and
469. play and Greeting allows users to select from a set of pre defined or customized activity codes that can be played or displayed when the user is absent A greeting associated with the activity can be recorded and played to the caller The activity is displayed if the caller is a MaxCommunicator AltiAgent or IP phone user Extension Based Feature Profile the system administrator is able to create an extension feature profile that includes enabling and disabling of extension features FSK based Message Waiting allows message waiting that is based on frequency shift keying FSK a modulation technique for data transmission Hands Free dial tone mute Mode by pressing 82 allows a user to leave handset off hook or use a headset without having to hear the dial tone Hands Free Intercom Mode by pressing 81 while on their speaker phone users can receive internal calls without having to pick up the handset to answer Holiday Routing routes inbound DNIS and trunk calls on designated holidays to specified destinations You can create separate routes for business and non business hours on half day holidays Multiple Holiday Profiles can be configured in a system Also multiple Holiday Profiles can be assigned to DNIS Routing Caller ID and Trunk In Call Routing entries Hop Off Calls over VolP or T1 PRI Tie Trunks multiple systems at the same or remote locations can be linked through VoIP or T1 PRI networks Also this feature pr
470. port Engineers may ask you to provide the Output folder ile above configuration to altigen_rc dat r Information Click View to see your latest HTML file 2 Make selections in the dialog box If you will be sending a configuration file to AltiGen Technical Support check ReadOE Data File and select a folder for the dat file 3 Click Go A processing bar indicates the progress of configuration reading 4 When the status window is complete you can click the View button to view the HTML files showing your configuration Columns across the top of the opening page let you view statistics on different components of your configuration MAXCS ACM 6 0 Administration Manual 395 Chapter 29 Tools and Applications Work Hunt Group Converter The MAXCS 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 gt Utilities gt Convert Work Hunt Group The Work Hunt Group Converter window opens Work Hunt Group Converter xi Groups Group Members Convert Group Convert Agent Close Figure 6 Work Hunt Group Converter Workgroups and hunt groups are listed on the left side of the window member agents and non agents are listed on the right side The Work Hunt Group Converter can be used to convert Agent to Non Agent lif an agent belongs to any workgroup it cannot be converted t
471. position of a trunk in the Member Trunks list This is the order in which trunks are accessed 5 Click Apply To delete a route Select the route you want to delete and click the Delete button Setting Default Routes You can set default routes for four types of outgoing calls local long distance international and emergency WARNING It is important that you set up default routes right after routes are defined Failing to do so will cause outbound dialing failure 176 MAXCS ACM 6 0 Administration Manual Cli Chapter 14 Out Call Routing Configuration ck the Default Routes tab in the Out Call Routing Configuration window to configure default routes Route Definition Dialing Patten Default Routes m Local Route r Intemational Route 2 tlocalAnaog 2 n x 3 N A ta 2 NZA E 4 N A d 4 i NZA e O M B NAA For each type of call E N A lt EE N A Be the system will use trunks specified in the 1 field if available m Long Distance Route _ p Emergency Call Route otherwise use trunks in the 2 field and so MD long Diten I 1 Localansog oe gt E IREE tocan 3 N A at 3 N A 4 N A Se 4 N A 5 N A ti 5 N A he 6 N A ta 6 N A he Th Cancel Apply Help Figure 2 Out Call Routing Configuration Default Routes tab e above configuration means The system has a group of analog trunks and a T1 digital trunk from a local carrier that can a
472. pply changes to other trunks of the same type Parameter Description Interface Type channel Select the type of trunk that will interface with this trunk e Loop Start Trunk e Ground Start Trunk 156 MAXCS ACM 6 0 Administration Manual Chapter 12 Trunk Configuration Parameter Description Incoming Ring Single Default setting for North America Double For countries using Ring Ring Silent type of ring pattern Impedance The resistance of electrical current to alternating current measured in Ohms Impedance occurs when power or signal is transferred from one circuit to another When a trunk interface impedance is greatly mismatched with the CO analog line it may result in static noise and echo heard by IP phone users The system automatically selects the impedance profile that best matches the Triton trunk interface with the CO In the rare case where you are not getting the best match you can disable this feature by checking Disable Impedance Match During System Startup and you can set the Impedance manually Match I mpedance button Changes the Impedance setting to the best match for the selected trunk channel and then measures noise and returned echo with this impedance setting Results are displayed in the Diagnosis section of the dialog box The system automatically runs a matching test upon system startup unless you disable the feature If later you connect a new an
473. properly Continue to follow the steps below to re check your settings for the physical layer data link layer and signaling layer MAXCS ACM 6 0 Administration Manual 399 2 4 Select E1 CAS as the Span Type and select the Switch Mode according to your In the Board Configuration window double click the channel group to open the Channel Group Configuration dialog box Channel Group Configuration TritonE1 1 GW00 sf Span 0 Status OK r Statistics since Thu 06 22 06 10 50 14 Frame Errors 0 Line Code Errors 10 OOF Errors 0 Bit Errors Rec Frame Slips 0 mt Frame Slips NoCRC C CRC4 C AMI HDB3 Frame Type Line Code Zero Code Suppression None x Set CD AB x CD Bits Handling T System Clock Master Protocol OK Cancel Physical Layer Figure 1 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 Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window Protocol Configuration CH gt Type r Span type selection m E1 R2 setting 00 gt System Data E1CAS Switch mode Channel associated signalling China R2 z China R2 16 gt System D
474. pter 12 Trunk Configuration O expand tree Item Jo 1 no action no action no action no action no action no action I Push URL no action no action I Set Call Priority E 4 Ese T setcaiskin E to operator repeat level mail box access Actions Level Expand Tree z T to operator Item Name OOO NDN A WN T Hide No Action Items Cancel Apply Help Figure 11 Setting the AA to play a prompt phrase 3 Set the Timeout to Repeat Current Level AA3 Test Line Loss x E 0 expand tree Test Line Loss Item jor 1 no action 2 no action Item Name Test Line Loss 3 no action 4 no action Prompt phrase0990 X 5 no action 6 no action J Push URL 7 no action 8 no action I Set Call Priority 5 9 no action 0 to operator P SetCalSkLA f5 E repeat level a a Actions Level Repeat Current Level 7 I Hide No Action Items Cancel Apply Help Figure 12 Setting Timeout to Repeat Current Level 4 Select a trunk as a testing reference an analog trunk with a specific phone number is best and set the trunk In Call Routing to the Test Line Loss AA 162 MAXCS ACM 6 0 Administration Manual Trunk Configuration Card 2 Channel 65 x 01 0013 H323 Tie 8 01 0014 H323 Tie 01 0015 H323 Tie 01 0016 H323 Tie 01 0017 H323 Tie 01 0018 H323 Tie 01 0019 H323 Tie 02 0060 SIP Tie 02 0061 SIP Tie 02 0062 SIP Tie 02 0063
475. r For fewer than 200 users you may consolidate the Softswitch and HMCP into one server as shown below MAXCS ACM 6 0 Administration Manual 137 Chapter 11 Board Configuration IP Gateway 2 The IP extension Home Media Server ID should be assigned to 00 by default You do not need to change this number since both Softswitch and HMCP Media server are in the ID 00 r IP Extension IV Enable IP Extension Connect Voice Stream to Server s C Static IP Address Logon IP Address Oe ee ere I Enable 3rd Party Sip Device Tl Enable Fallback to Mobile Extension Mobile Extension Channel 13 000 z Home Media ServerID 00 X Ee Scenario 2 Single Standalone HMCP Media Server For 200 to 1 000 users without an extensive amount of recording resources fewer than 200 concurrent recording sessions you may deploy a stand alone HMCP Media server as shown below HMCP Media Server IP Gateway 2 More IP Gateways 138 MAXCS ACM 6 0 Administration Manual Chapter 11 Board Configuration The Home Media Server ID should be changed to 01 for all IP extensions assuming HMCP Media server is using ID 01 IP Extension IV Enable IP Extension J Connect Voice Stream to Server Dynamic IP Address Static IP Address Logon IP Address Oe Ole eet Home Media Server ID 01 X i J Enable 3rd Party Sip I Enable Fallback to Mobile 02 Mobile Extension Channel 13 000 ne Scenario 3 Multiple HMCP Media Se
476. r 6 Voice Mail Configuration Setting Message Management Options Set voice mail message confirmation and warning parameters Parameter Description Confirm Message If checked the system plays a voice message Deletion instructing the user to confirm request for deletion by pressing the key This prevents users from accidentally deleting messages with a single key entry Warn Expiration of If checked the system warns the user that saved Saved Messages messages will be deleted due to their retention time expiring The message is given the day before the messages are automatically deleted and the user then has the option to either keep or delete the messages By default this feature is enabled Note If this feature is disabled saved messages are deleted automatically without warning when they expire Setting Message Recording Options Set voice mail message recording parameters Parameter Description Minimum Recording Sets the minimum length in seconds for any Length recording incoming voice mail message personal greeting system prompts introductions to forwarded voice mails This can be from 1 5 seconds or 0 which means no minimum All recordings that are shorter than the designated Minimum Recording length are deleted This feature is recommended when users receive many short empty voice mail messages on a regular basis and would like them automatically deleted Pause D
477. r 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 IP Resource Does Not Appear in Current Resource Statistics When an IP resource doesn t appear in the Current Resource Statistics window there are two possible causes e Device Driver is Not Running Check the device driver Make sure it s installed and working properly Triton VolP Board is Not Installed Properly Refer to the Quick Installation Guide for details on proper installation of the Triton VolP board 428 MAXCS ACM 6 0 Administration Manual Index Symbols 12 enabling for language set ting 100 27 to relocate global extension 344 Numerics 10 digit dialing area codes 57 A AA button 31 access code 146 149 access system 29 account code blocking display 189 forcing 189 activity configuration 65 adding a huntgroup 241 adding a workgroup 265 admin defined 227 admins how many connected to system 387 advanced queue management 291 menu selection 292 queue overflow 293 after hours scheduling 273 agent check box 189 agents auto logout 273 allow call redirect priority change 290 alternate mark inversion AMI 124 AltiGen board test tool 383 AltiGen IP phone configuration 223 AltiGen services stop amp start 390 Alti Mobile Extension limitations 237 AltiServ behind NAT configuring 327 forwarding ports 328 AM
478. r to an available agent qualified enough to help the caller but ideally not over qualified You can determine the skill required by the caller and set the SKLR number in several places e The auto attendant depending on the caller s responses see Configuring Menu Items on page 88 e The DNIS number the caller dialed depending on how you have set up your DNIS numbers see Defining DNIS Routing on page 170 e The caller ID see Defining Caller ID Routing on page 169 The Advanced Call Router You can define SKLR in each rule entry in the Call Router and if the Call Router routes a call SKLR will be set In the SDK A call s SKLR can be set in some modules and now we just support APC interface that is if a call is connected to an App Ext this App Ext can set or change the call s SKLR You can set rules on the Skill Based Routing tab to allow all calls coming into a workgroup to be handled by agents with a lower skill number or a higher skill number than is set for a call And you can set time based rules that alter the call s SKLR to allow either less able agents or over qualified agents to handle a call so that the caller does not have to wait for an excessive period of time 274 MAXCS ACM 6 0 Administration Manual Chapter 22 Workgroup Configuration Note For the settings configured on the Skill Based Routing tab to take effect you must select the Skill Based Routing option on the Call Handling t
479. r to relocate a global extension using 27 c extension if checked i i y paya a Admin Relocate Extension From HQ To Branch lt j Admin can always relocate extension em J P maeme eeaeee ee When a global extension extension 1001 in this example is moved from site A to site B this is what happens e The following configurations are replicated from site A to site B e First Name e Last Name e Password e Extension Number e DID Number e Dial by Name e Disable Mailbox option Extension Configuration Mail Management tab e Site A marks extension 1001 as removed and adds it to a Relocated Extension List REL The configuration of extension 1001 is still remembered in site A even though it appears to be removed 342 MAXCS ACM 6 0 Administration Manual Chapter 25 Enterprise VolP 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 The remaining fields of extension 1001 in site B are set with default values For the administrator to relocate a global extension 1 4 Select the extension in the User list The Relocation panel shows where the ex
480. r to ringing Dual Tone Alerting Signal Caller ID is received prior to ringing e RP AS CID prior to ringing Ring Pulse Alerting Signal Caller ID is received prior to ringing Receive from phone dB Gain Range 3 3 db You can decrease or increase the extension phone s talk volume with this setting Default is 0 dB Transmit to phone dB Gain Range 3 3db You can decrease or increase the extension phone s receiving volume with this setting The volume will be lower or higher for the extension user Default is O dB IP Extension Configuration See Setting Up IP Extensions on page 215 for information on configuring this section of the Extension Configuration General tab Phone Display Options For analog and IP phones the administrator can select what information is to be displayed Phone Display Number Line Caller Number E Name Line IP Phone Caller Name x 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 In the Phone Display field use the Number Line and Name Line drop down lists to select the caller information to display e Caller Number e Caller Name e DNIS Number e DNIS Name AA Data e User Data MAXCS ACM 6 0 Administration Manual 193 Chapter 15 Extension Configuration Note For most phones the number line can only display a number If the Number Line is
481. re 384 dedicated mobile trunk setting 234 default password for MaxAdmin 29 default routes outcall routing 176 detaching a gateway 74 device driver 428 diagnosing tools 383 Diagnostic menu 31 dialed digit translator 46 dialing en bloc 148 overlap 148 dialing 9 twice preventing 148 dialing delay resolving 182 T1 signaling 153 dialing pattern tips example 180 dialing pattern tips out call rout ing 179 dialing patterns outcall routing 430 MAXCS ACM 6 0 Administration Manual 177 dialing scheme trunk 147 DID collecting 154 DID number extension 188 241 266 display workgroup status IP phone 228 distinctive call waiting 199 distinctive call waiting tones 245 279 distinctive ringing 43 distribution lists configuring 82 distribution lists creating 82 DNIS and language setting 101 DNIS routing 169 business hours profile 171 call priority 171 holiday profile 171 do not disturb setting 208 domain VoIP adding servers 333 335 creating multi site 331 extension scope 338 managing users 337 master 331 rejoining a server to 336 relocating extension 342 relocating extension using 27 344 synchronizing manually 347 system ID and 335 DTMF delivery 322 El channel assignment 418 subscribing to service 418 E1 ISDN PRI installation 411 E1 R2 CAS installation 399 E 911 188 e mail 81 name 199 244 278 e mail messaging options 81 e mail services 81 e mail setting notification 200 emergency dial notification 202 em
482. re 4 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 With the extension selected click the Line Properties button to configure the mobile PSTN number and other options for this mobile extension The ExtensionAnywhere Configuration MobileExt dialog box opens MAXCS ACM 6 0 Administration Manual 233 Chapter 18 Mobile Extension Configuration ExtensionAnywhere Configuration MobileExt O GW60 gt x Por Number 12 Phrase Name User Name Target Phone Number 15102529712 Example 15102529712 Incoming Caller ID Verification Caller ID 5102529712 Example 5102529712 Mobile Trunk Allocation Shared C Dedicated Mobile Trunk E Caller ID Verificati Press Any Key To Answer Call V Play Phrase After Answered Phrase Number 2037 V Play Phrase Before Dial Tone Phrase Number 2037 omo 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 I D When this mobile extension user calls into the system the system will use this caller ID to match the extension number If the c
483. re you can configure system settings gatewaysand media servers voice mail auto attendants multilingual support call recording and application extensions e 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 30 MAXCS ACM 6 0 Administration Manual Chapter 3 Getting Around MaxAdministrator Call Center Opens windows where you can configure workgroups and agent logout reasons e VoIP Opens windows where you can configure the enterprise network the multi site domain and the refresh enterprise settings e Report Opens windows where you can view the system summary and IP traffic statistics e Diagnostic Opens windows where you can view the trace open the Trace Collector view the system log shut down switching and view the local IP dialing table For use by authorized technical personnel e License Opens windows from which you can manage licenses a License Information window where you can view installed licenses and your license key list and from which you can add and register additional licenses and a Client License Management window where you can add and remove members from a license type View Lets you show hide and set default alignment of the view windows the toolbar and the status bar Opens the CT Proxy Monitor Help Opens
484. rea MFC R2 Set calling part category 1 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 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 6 404 MAXCS ACM 6 0 Administration Manual Country Signaling Values Mexico Tel fonos de Mexico Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set to 1111113 1 For 8 digit DID set to 11111113 1 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 116 K 31 For 4 digit DID set to 1116 K 31 For 5 digit DID set to 11116 K 31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 MAXCS ACM 6 0 Administration Manual 405 Country Signaling Values Panama Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS
485. rentheses in the Data column 202 MAXCS ACM 6 0 Administration Manual Chapter 15 Extension Configuration 8 For the values you entered in the registry to take effect from the MaxAdmin menu choose Diagnostic gt Trace The Trace Filter dialog box opens Click the Minute Task button in the dialog box Alternatively you could restart the system for the values to take effect Note To have access to the commands on the Diagnostic menu you must first log into MaxAdmin with the password jazzy and then again with the administrator password Where Security Alerts Are Logged Security alerts are logged to AltiServ Log SecurityAlert txt The log includes date time extension number pad number and the alert reason Emergency calls are also logged to this file Following are some examples 2007 02 04 08 30 25 Extension 212 made more than 20 calls from voicemail 1 2 2007 02 04 16 00 50 Extension 395 made more than a 120 minute call from voicemail 0 6 2007 02 18 09 05 32 Extension 395 2 3 made an emergency call Note A SecurityAlert txt file does not appear in the AltiServ Log folder until a security alert event has created it Setting the Type of Notification There are four options for sending the notification or reminder message phone pager extension or custom application Custom App e Extension to use the Extension option select the Extension radio button then type the extension number into the text b
486. required e If the HMCP Media Server and Softswitch server are separated you need to assign IP extensions to the HMCP Media Server ID e If you have two or more HMCP Media Servers you need to assign each IP extension to one of them based on resource usage e Enable 3rd Party SI P Device If the extension is a 3rd party SIP phone or other device check this box You must have a license for each 3rd party SIP device Enable Fallback to Mobile Extension When this option is checked and the IP phone loses its network connection it will automatically fall back to a Mobile Extension The mobile extension channel must be specified from the drop down list This feature is only available for an IP Extension with a dynamic IP address Losing network connection can happen in the following cases e The user presses 26 to log out from the IP phone e The server loses connectivity to the IP phone e The IP Extension s channel is taken over by another extension e 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 Setting Vol P Codec for IP Extension The system has a pre configured IP range and codec setting to assist IP phone deployment In the Enterprise Manager Codec profile two codec profiles are pre configured e Default Prefer G 723 1 suppo
487. ries 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 However if this number is changed the server IDs are all altered If you increase the length the number 0 is added to the front of the server IDs For example if you change the length from 2 to 3 original ID 02 and 27 will become 002 and 027 respectively If you change the length from 3 to 2 the original IDs 112 and 311 will become 12 and 11 It is advisable to keep the original length If you are not sure about future expansion using a 3 digit length is advised Adding a Server to a VolP Domain Important Before you add a server to the domain you need to make sure that the System ID specified in MaxAdmin System Configuration tab is not the same as another member server s System ID Enterprise Manager will use the System ID to build a unique identifier in the multisite database Once a server is joined to a domain you cannot change the System ID in MaxAdmin To add a server to a VolP domain 1 Click the Add button in the Global Server Location panel to open the Add Server dialog box Add Server xi Name Address Server ID Member Key one _ Cancel 2 Define the attributes for the server and click OK Parameter Definition Name Enter the name of the server Address Enter the IP address of the server Server ID A unique dialing number to connect
488. rkgroup recording is configured When an agent does not log in to the workgroup that is configured as an outbound workgroup all outbound calls are non workgroup calls Establishing Workgroup Membership Add agent extensions to a workgroup on the Group Member tab in the Workgroup Configuration window MAXCS ACM 6 0 Administration Manual 269 Chapter 22 Workgroup Configuration Workgroup Configuration 124 m Group List Departm Apply to x Notification l Call Handling Queue Management General Group Member Business Hours Skill Based Routing Mail Management Member List Not Member List Double click the entry in member list to set skill level Number Status Name Skill Level Number Name 100 Logout Front 1 Add 101 Gibe E 102 Jimm a im 113 dim 161 Phil CE 165 ANG 172 ANG 2o 195 BillT 198 Moni 197 BiN 199 Moni 203 Alig 204 Moni 205 lan 209 MH 210 lanM 212 Jam i 215 Matt Login Now 217 Scot 225 Pete Logout Now 229 Rola 231 Shirl 233 Matt 4 a 234 Mart zi When system is restarted group members Keep Login Status X Cancel sve Hep Figure 3 Workgroup Configuration Group Member tab To add extension s to a workgroup 1 Select the workgroup in the Group List 2 On the Group Member tab click the extension number s in the Not Member list Use Shift click and Ctrl click to select several extensions 3 Click the Add button between
489. rol 111 204 Tech Support Basic I Enable A F Que I Erpe Initial Expected Wait Time Z minutes Initial Sample Call Count 7 ted Queue Time Business Hours Call Handling Skill Based Routing Queue Management Queue Overflow Forwarding R Enable Forwardta AA z port z Quit Queue Option Mail Management yoeer e4 calls nelonaerthan 10 minute s Enable Quit Queue Option when caller F presses to leave the queue Forward to Voice Mail E Enable Quit Queue 0 de O to leaye ueue Forward to Operator 7 3 Priority Promotion T Promote priority by 1 for every 50 cecene Supervisor Queue Control I Allow Redirect Call Change Priority Cancel Apply Help Figure 16 Workgroup Configuration Queue Management tab Application Extension Queue Control Agent Logout Reason Codes In a workgroup environment logout reason codes allow agents to specify why they are signing off from the workgroup and the manager can view that information If logout reasons are required the system requests a reason at logout from the phone set and from the Agent application The Agent Logout Reason Configuration window lets you require a logout reason and it provides for defining up to 20 reason codes A logout history can be tracked and stored for future analysis To access this window select CallCenter gt Agent
490. rotocol to Transmit Recorded Files to Central Location a FTP Server Enter the IP address of the FTP server b FTP Access Account An FTP server account name that gateways can log in to c FTP Path Enter the directory that the files will be transmitted to on the FTP server d Password FTP account password 5 Click the FTP Test button to verify that login to the FTP server is successful 6 When you are finished configuring click OK Note To allow supervisors to record an agent s non workgroup call check the appropriate check box on the System Configuration General tab For more information see Setting General Parameters on page 42 Using a Remote Shared Directory It is strongly recommended that you use VRManager to manage centralized recording and that you save recordings to a local drive or network attached storage on the gateway that is running AltiServ If you save recordings to a network drive and the network becomes unstable you could lose any files of conversations being recorded at that time However if you need to use a remote shared directory and you are using Windows 2003 Server follow the steps below 1 From the desktop select Map Network Drive from the Tools menu Local Disk C File Edit View Favorites Tools Help Back P D se ME E noes f a Disconnect Network Drive Address lt ci Synchronize Folders B Desktop E B My Docum
491. roup B the Workgroup B member will only be able to pick up personal calls to 1001 not workgroup calls e In AltiSupervisor the user can monitor only the workgroup s he or she logs in to regardless of the monitoring rights assigned to his or her extension in MaxAdmin 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 Extension Configuration 100 Physical Agent Agent Supervisor E tension General Group Speed Dialing Mail Management Notification TA ae Tae Restriction Answering One Number Access Monitor List Physical Gi 00 0 r a aog Monitor List Monitor Available Physical Kely Pina 021 T Name Number Name Physicall Victor Shih 020 Cheson s 103 Cust Serv1 wie Jorge Go Pedro Saguaro 104 Victor Shih l Physical Susan C 020 ely Pina no Phoa Inen 02 0 123 Jorge Gonzalez 125 IPf gent Juan Do 04 0 201 Susan Chen IPfgent MaraAlv 041 el pA Jon Zhang Virtual 204 Tech Support 222 TwoTwoTwo Remove gt 301 Juan Domingo 302 Maria Alvarez 555 Default fE E or Ena gt 2I Add Del pop oK Cancel Apply Help Figure 11 Extension Configuration Monitor List tab MAXCS ACM 6 0 Administration Manual 213 Chapter 15 Extension Configuration To add members to the list 1 From the Monitor Available list
492. rs Once the first extension is configured the extension number length cannot be changed without totally reconfiguring the system or deleting all the extensions already configured Further if a first digit dialed is assigned to extensions and you have set up extensions beginning with that digit you cannot change the digit assignment without first deleting all affected extensions For example if 7 is assigned to Extension and you re using extensions 7010 7113 and so on you cannot reassign 7 to IP trunk access without first deleting all the 7nnn extensions Default Password The default password for newly created extensions is randomly generated by the system When the password is changed it must be four to eight digits in length MAXCS ACM 6 0 Administration Manual 45 Chapter 4 System Configuration Parameter Description DID Number Length The number of digits needed to match a DID Direct Inward Dialing number The range is from 2 16 Each extension can be assigned a DID number A DID number does not have a fixed length For example suppose the DID number length is 4 and the extension DID number is 2522999 Depending on the service contract with the Central Office CO the DID trunk can send all 7 digits 2522999 or just the last 4 digits 2999 If the DID Number Length option is set to 4 the system always tries to match the last 4 digits received to the last 4 digits of a DID number
493. rs tab see Setting Business Hours on page 50 e From To notification during a specified time of day Select the hours in the From and To time scroll boxes e Any Time notification at all times every day Setting Call Handling Options Call Handling options include handling busy calls forwarding handling no answers call distribution and other options You can use the Apply to button to apply call handling settings to one some or all huntgroups See Apply to Button on page 240 for more information on using Apply to To work with hunt group call handling options click the Call Handling tab in the Huntgroup Configuration window and select the hunt group number from the Group List 248 MAXCS ACM 6 0 Administration Manual Chapter 19 Hunt Group Configuration Huntgroup Configuration 300 x m Group List Number Name 300 General Group Member Mail Management Notification Call Handing Queue Management r Busy Call Handling IV Enable Busy Call Handling Forward The Callto Group Queue gE ga v a Forward All Calls J Enable Forward to v r Intra Group Call Distribution Ring First Available Member C Ring Next Available Member Ring All Available Members I Enable Single Call Handling for Agents r Group RNA4 Logout Handling No Answer Call Handling M Enable No Answer Handling Forward The Callto Next Group Member v Eo 71 gt _ a ana
494. rt G 729 e G 711 G 711 with Jitter 10 60 ms Packet Length 10 ms In the Enterprise Manager gt Servers gt IP Codecs setting three local IP address ranges are pre configured to use the G 711 codec profile e 192 168 0 0 192 168 255 255 e 10 0 0 0 10 255 255 255 e 172 16 0 0 172 31 255 255 When an IP phone registers to an IP extension the system will check the IP address to determine which codec to use for the IP phone 220 MAXCS ACM 6 0 Administration Manual Chapter 16 Setting Up IP Extensions For local I P phone deployment If your local IP address is not in the pre configured range you need to add the local IP address range into the IP Codec setting Otherwise the system will use the Default Prefer G 723 1 support G 729 setting for your IP extensions For remote IP phone deployment If you do not enter the remote IP phone s IP address into the IP Codec table the system will use the Default Prefer G 723 1 support G 729 setting You can change the Default to Prefer G 729 support G 723 1 if desired To set up the VoIP codec and define IP address ranges see Setting Vol P Codec Profiles on page 320 and Assigning Codec Profiles to IP Addresses on page 322 MAXCS ACM 6 0 Administration Manual 221 Chapter 16 Setting Up IP Extensions 222 MAXCS ACM 6 0 Administration Manual CHAPTER 17 AltiGen I P Phone Configuration AltiGen manufactures a series of IP phones The system administrator can
495. rting and workgroup statistics All calls made by the agent while logged into the workgroup will be tracked as calls from the workgroup The agent s outgoing workgroup can be assigned to any workgroup of which he is a member To set an agent s outgoing workgroup In the Log Outbound Call to Workgroup field use the drop down list to choose a workgroup from among 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 When a user is first assigned to a workgroup it is set as their default outgoing workgroup and remains so no matter how many workgroups the user is subsequently assigned to If an agent is unassigned from their outgoing workgroup the outgoing workgroup is automatically set to N A Setting up Station Speed Dialing For each extension you can set up to 20 station speed dial numbers The numbers available are from 00 19 and are entered by the user following the extension speed dial access code 77 To work with Speed Dialing settings click the Speed Dialing tab then select the extension you want to set speed dialing for 196 MAXCS ACM 6 0 Administration Manual Chapter 15 Extension Configuration etensonConiguration 302A Agent Supervisor Extension Restriction Answering One Number Access Monitor List General Group Speed Dialing Mail Management Notificatio
496. runk Dialing Scheme Overlap or En bloc dialing MAXCS ACM 6 0 Administration Manual 147 Chapter 12 Trunk Configuration e Overlap Transmitting dialed DTMF digits to the CO without buffering digits in the system first Use Overlap dialing for analog and T1 CAS trunks for best results Calls will be completed faster e En bloc The system will buffer all dialed digits and send it to the CO at once Typically is used in ISDN PRI trunk and SIP trunk Note For IP tie trunks use the IP Dialing Table in Enterprise Manager to set the dialing scheme Enterprise Manager is available by selecting Vol P gt 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 This feature is used to prevent having to dial 9 twice for trunk access when the system is used behind another PBX system or this trunk is a Centrex line which requires dialing 9 to make a call If you select this option type the predial digit s into the text box Enable Centrex Transfer When checked the system is able to transfer an incoming call to another outside number through the same trunk and release the incoming trunk Before you configure this option for the trunk please make sure your trunk is a Centrex line or supports the Release Line Transfer RLT feature Depending on the type of trunk your config
497. rver is off line When the Home Media server for an IP extension is not available the media manager in the system will search available resources from other Media servers when that extension requests media service This will happen atomatically no configuration required and dynamically the resource may come from a different Media server each time that extension requests a media resource 140 MAXCS ACM 6 0 Administration Manual Chapter 11 Board Configuration Configuring the MAX Board The MAX Server is a telecom appliance that consists of an embedded DSP board and two access board slots MAXCS 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 Boards BEES Logic Board Type Physical iD _ 0 MAX 0804 0408 0 1 H323SP 0 2 SIPSP 0 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 In the Boards window double click the MAX board to open the main Board Configuration window Board Configuration p x r Board Info Board Logical ID fo Board Name Max o804 0404 71 We eGcwoo r Channel Mapping List r Channel Group Info Logical _ Type Physical Total Number of Channel Group 5 0 Analog Exte 0 Top 1 Analog Exte 1 Top e 0 gt Ok Anal
498. rvers For 500 PBX users or 200 call center agent installations that require more than 200 recording sessions you may deploy multiple HMCP Media servers to achieve load balancing and failover protection The following example shows two HMCP media servers to provide up to 2 000 G 711 VPR 400 compressed codec and 240 members of Station or MeetMe conferencing IP Gateway 2 More IP Gateways To achieve load balancing you need to divide and assign IP extensions to different Home Media Server IDs The following guidelines may help you make decisions when assigning IP extensions to different Home Media Server Ds e Equally divide the IP extensions that require centralized recording and assign them to different HMCP Media servers e Equally divide the remote works who connects to system using G 723 G 729 and assign them to different HMCP Media servers e For the remaining IP extensions assign extensions in a department in the same Media server MAXCS ACM 6 0 Administration Manual 139 Chapter 11 Board Configuration IP Extension Dynamic IP Address Static IP Address Logon IP Address 0 0 Home Media Server ID 01 Y JV Enable IP Extension Connect Voice Stream to Server J Enable 3rd Party Sip Devic ciate Enable Fallback toMobileG02 Mobile Extension Channel 13 000 nd 0 lt _ If you have two or more HMCP Media servers the system will provide failover in the event that one Media se
499. s 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 Bit Errors Transmit Frame Slips counter shows the number of frame slips for the transmitter Xmt Frame Slips Clear button Use the Clear button to reset the statistics counters MAXCS ACM 6 0 Administration Manual 123 Chapter 11 Board Configuration Note For ideally synchronized systems Transmit and Receive Frame Slips counters should be 0 Continuous update of the frame slips counters means that transmit and receive frequencies are not equal In this case you should check the system and CT Bus clock setup Setting the Configurable Options These are the options you can set Option Notes Frame Type e For T1 you can set the Frame Type to either SF or ESF SF Superframe Format consists of 12 consecutive frames ESF Extended Superframe Format consists of 24 consecutive frames For E1 you can set the Frame Type to either No CRC or CRC4 CRC4 is embedded into 16 consecutive frames Line Code e For T1 you can set the Line Code to either AMI or B8ZS AMI Alternate Mark Inversion is the line coding format in T1 transmission systems whereby successive ones marks are alternately inverted and sent with opposite polarity of the preceding mark B8ZS Binary 8 Zero Substitution sends two violations of the bipolar line encoding technique rather than inserting a one for every se
500. s on page 51 e 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 e Recording Option Recording for incoming and outgoing calls is supported for Triton Analog T1 E1 and IP trunks use the drop down list to select Disable or Enable If you select Enable choose the license you want to assign Concurrent Session or Dedicated Seat and make sure that in System gt Recording Configuration one of the trunk based recording options is selected Note When you use trunk based recording inbound or outbound calls are recorded as long as the trunk is in use For example an inbound call that is answered by an AA routed to an operator and transferred to an extension will begin recording when the AA answers the call and end recording when the trunk is released With extension recording recording starts only when the extension user answers the call Trunk Properties Opens a dialog box that allows you to configure low level hardware specific properties for each trunk The options vary depending on the type of board and trunk this is discussed in subsequent sections MAXCS ACM 6 0 Administration Manual 149 Chapter 12 Trunk Configuration H323 Tie Trunk Properties To open a trunk configuration dialog box for an H323 tie trunk do one of the following In the Trunk Configuration window select
501. s When AltiGen IP phone button is configured to quickly tag a call with an account code using Admin Defined no disruption occurs License Menu A new selection on the main menu License makes it easy to verify and assign licenses Client Applications New Features and Enhancements MaxCommunicator e Improved Microsoft NET based graphical user interface 4 MAXCS ACM 6 0 Administration Manual Chapter 1 Overview e Microsoft Office Communications Server OCS integration e E 164 support for call history and return calls e E 164 number support when dialing from Outlook e A department field is displayed in the Directory and Monitor tabs AltiAgent e E 164 support for call history and return calls e E 164 number support when dialing from Outlook MAXCS ACM 6 0 Administration Manual 5 Chapter 1 Overview Key System Features The following sections list the key features of the MAXCS 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 The administrator can configure which extensions are required to enter an account code and also configure the option to require an account code for long distance calls and international calls but not loca
502. s and implementation for branches or remote workers Unified messaging utilizing TAPI Microsoft CRM Outlook Goldmine and ACT e System troubleshooting covering common problems scenarios and basic troubleshooting techniques e 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 You may contact AltiTraining LLC with additional questions e E mail info AltiTraining com e Phone 877 ALTI TRAIN or 877 258 4872 MAXCS ACM 6 0 Administration Manual 425 426 MAXCS ACM 6 0 Administration Manual APPENDIX Troubleshooting Troubleshooting Vol P 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 Check Traffic Between MAXCS IP Stations Open the Current Resource Statistics window on the View menu and the IP Cumulative Traffic Statistics window on the Report menu in MaxAdmin to view network traffic Check the RTP and RTCP Settings RTP RTCP stands for Real Time Transpor
503. s and use professionally recorded phrases Example AA Planning Auto Attendant ID 00 Phrase 10 Auto Attendant ID 770 Phrase 20 Main Menu for XYZ Office Express Support Digit Meaning Action Digit Meaning Action 1 Reserved Collect 1 Installation Call Extension for Extension Workgroup 350 2 Extensions Collect 2 Board Support Call Extension no Extension Workgroup 360 3 Pomp ts Collect 3 Version 5 Call Extension Extension Support Workgroup 370 4 Express Expand Tree 4 Version 6 Call Extension Support No 110 Support Workgroup 380 5 Sales Expand Tree 5 No 120 6 6 Technical Expand Tree 7 Support No 130 3 7 Phone FAQs Expand Tree 9 No 140 0 Operator To Operator Repeat Menu Repeat Level Main Menu GoTo Top Level 0 Operator To Operator Planning is essential in eo Auto Attendant ID 720 Phrase 30 organizing an AA menu structure i Sales that makes sense Planning also i Digit Meaning Action helps you to identify needs for i custom prompts 1 Hardware Call Extension This si Workgroup 310 EF ae base See 2 Applications Call Extension sample work forms for each Payee Workgroup 320 menu shows a beginning 3 iOa CT hen T27 structure a main menu and two A n ragi a is ie y of the four expansions ia Collect Order 4 Other Call Extension When callers
504. s box a line park call will time out after the number of seconds set in the value box Use the Timeout forward to drop down boxes to route the call to an AA voice mail or an extension group Park by Extension User Note Play greeting phrase to caller when parked Select this option to have the system play the greeting phrase you select from the drop down box before playing music on hold Specify whether to play the greeting once only or every x seconds Play ring back tone to caller when parked Select this option if you want the caller to hear a ring back tone if the call has not been answered by any extension or voice mail If the call is answered and parked the caller will hear a greeting phrase and on hold music Enable Timeout Check this box to specify in seconds when a line park call will time out Use the Timeout option drop down boxes to forward the call to the extension that parked the call alert the extension that parked the call or forward the call to an AA voice mail or an extension group Disable ring tone on IP phone when parked by extension Check this box to prevent a line parked call from ringing again while it is parked The IP phone s programmable key will be blinking when a call is parked at a line ID that is configured to the phone If the associated programmable key has Play Tone function turned on and a ring tone is configured at the IP phone in idle state the user will hear a ring tone when a
505. s not responding to commands Reasons could be 1 DSP loading failure 2 If PRI board failed No clock signal is detected on T1 interface drop 1 Reset board 2 If error continues replace board 1 Check MVIP clock 2 Reset board If this does not work replace board L1 failure lt No Signal LOS gt Layer 1 failure physical layer LOS Loss of Analog Signal Check T1 PRI cable and change if necessary If cable is okay CO is not sending any signal Contact CO L1 failure lt Alarm Indication Signal AIS gt Layer 1 failure CO sends all 1 s to our T1 E1 AIS Alarm Indicator Signal all ones detected To locate the AIS alarm have the carrier check the T1 network element connected to the T1 interface and trace the problem L1 failure lt Remote Alarm Indication RAI gt L1 failure lt No Sync Frames Layer 1 failure CO notifies that the configuration is wrong RAI Remote Alarm Indicator Layer 1 failure physical layer no valid framing is detected Correct the settings Possible span mis configuration ESF is selected but the actual framing is SF or vice versa Check span configuration 122 MAXCS ACM 6 0 Administration Manual Chapter 11 Board Configuration Error Message Meaning Action L1 failure lt Red Alarm gt Layer 1 failure physical layer Bi Polar Violations BPV Line Code Violations LCV
506. s the 16th Custom ISDN PRI Set D channel NONE 7 B Channel Logical Interface ID Controlled by D chan on Board ID J Span ID I Enable Tie Trunk M ISDN PRI setting Switch mode ETSI NET5 PRI acl ISDN Numbering Plan B Channel Maintenance Message Restart 7 IV Enable PRI Caller Name NSF Network Specific Facilities None bd TEI Terminal endpoint identifier Default setting Recommended Manually set to Assigned by CO switch Data Link layer Canca MAXCS ACM 6 0 Administration Manual 413 Table 2 Protocol amp B Channel Maintenance Message Setting by Country B Channel Maintenance Country Protocol Supported Message Setting Argentina ETSI Restart Australia Austel TS014 ETSI Restart Belgium ETSI Restart Brazil ETSI Restart China HK ETSI Restart Czech ETSI Restart France ETSI VN4 None Germany ETSI Restart Greece ETSI Restart Italy ETSI Restart Japan NTT INS1500 Restart Korea ETSI None Macedonia ETSI Restart Mexico ETSI Restart Netherlands ETSI Restart Nordic ETSI Restart Poland ETSI Restart Russia ETSI Restart Saudi Arabia ETSI Restart Singapore ETSI Restart South Africa ETSI Restart Spain ETSI Restart Taiwan Bellcore ETSI None Thailand ETSI Restart UK ETSI for DASS II DPNSS Restart UK Ireland ETSI British Telecom ISDN None 30 USA Bellcore TR 1268 Restart an
507. s to be made through an IP network It includes an integrated VolP gateway to convert voice calls into IP packets and transmit them through the IP network MAXCS VoIP uses DSP engines residing on the Triton VoIP board to perform the voice coding decoding functions needed for SIP and H 323 devices The Triton VoIP board can be configured as a 12 port G 711 G 723 1 G 729AB or 30 port G 711 board For limitations on configuring Triton VolP boards and ports see AltiGen s Telephony Hardware Manual Configuration Double click the TritonI P board in the Boards window to open the Board Configuration window similar to Figure 2 on page 116 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 Board Configuration TritonIP12PT 2 GWO0O r Board Info Board S N 102457 8PTO337 DSP Clock 200 Physical Id 2 Logical Id 0 Board T r P a If you change this configuration Configue Type 12Pot G 711 6 720 6 728 _ you must restart the switching services for the change to take effect Advanced Cancel Figure 5 Board Configuration window Configuring the Triton T1 E1 Board
508. s whose skill number matches the SKLR of the incoming call can answer the call For example if you have three callers with SKLR equal to 2 in the workgroup queue and all agents with skill level 2 are busy and there are agents with skill level 1 and 3 who are idle the system will keep the callers in queue waiting for an agent with skill level 2 to be available e Equal or Lower than SKLR of Incoming Call Any agent whose skill number is equal to or lower than the SKLR of the incoming call may handle this call Agents with the lowest skill number are rung first With this option that would be agents whose skill number is 1 Set the SKLR see page 274 as if you were setting a ceiling on the resources you are willing to use for MAXCS ACM 6 0 Administration Manual 275 Chapter 22 Workgroup Configuration this type of call For example you can set a regular call s SKLR to 1 anda preferred customer s SKLR to 3 Calls from preferred customers can be answered by agents with skill level 3 2 and 1 while regular calls can only be answered by agents with skill level 1 Equal or Higher than SKLR of I ncoming Call Any agent whose skill number is equal to or higher than the SKLR of the incoming call may handle this call Agents with the lowest skill number are rung first With this option that would be agents whose skill number matches the SKLR Set the SKLR see page 274 as if you were setting a minimum skill level requirement for the call For ex
509. s with skill level 8 and 9 are able to handle the call 2 Ifthe caller stays in queue for more than 60 seconds the caller s SKLR will be changed to 7 Agents with skill level 7 8 and 9 are able to handle the call 3 If the caller stays in queue for more than 90 seconds the caller s SKLR will be escalated to 1 because all other escalation wait times are set to 0 seconds The call will be distributed to any idle agent in the workgroup Setting Workgroup Mail Management The Mail Management settings define how voice messages are handled for a workgroup including how messages are announced and processed and how much capacity is allotted to message storage To work with mail management settings click the Mail Management tab and select the workgroup number you want to work with from the Group List MAXCS ACM 6 0 Administration Manual 277 Chapter 22 Workgroup Configuration Group List Notification Call Handling Queue Management TES General Group Member Business Hours Skill Based Routing Mail Management a T Disable Mailbox IT Enable Exchange Message Synchronization 5313 m SMTP POP3 Setting E mail Name Jext6312 5314 5315 5316 5317 5318 I Retrieve Voice Mail By E mail Client Mail Forwarding Options 5319 JT Enable Mail Forwarding 5320 SIP Phones Delete Messages After Forward 5321 Forward E mail Addre I Message Playback Options IV Announce Message Sender before Playback I Anno
510. schedule 51 AMI line coding 124 announcement time stamp 199 245 279 answer options 209 answering huntgroup call handling 250 workgroup call handling 285 application extension 208 273 definition amp uses 111 failover plan 112 setup 111 application extension configura tion 111 application failover plan 112 Apply To multiple extensions 186 area code on trunk 146 area codes system home 43 assigning client licenses 37 attaching a gateway 73 attributes setting trunk 146 trunk 148 audio peripheral configuration 62 audio peripheral options for huntgroups 252 auto attendant adding 86 collecting digits 90 configuring 85 editing 88 making assignments 92 menu items configuring 88 prompts phrase management 92 push URL Web page 89 recording custom phrases 93 setting call priority 89 setting call SKLR 89 auto logout agents 273 auto record personal extension calls 190 B8ZS Binary 8 Zero Substitution 124 back up system data 384 backing up files 385 Backup amp Restore Utility 384 bandwidth 307 and public pipe 327 WAN 307 basic queuing control 288 binary 8 zero substitution B8Z8 124 BLF programmable key 227 blocking account code display 189 blocking all outgoing calls 57 blocking calls 56 board H323SP configuring 134 MAX configuring 141 mobile extension configuring 230 SIPSP amp H323 configuring 133 SISP configuring 133 Triton Analog Station config uring 117 Triton Analog Trunk LS GS amp LS co
511. scription Retention Length of Saved Number of days saved messages are archived by the system The range is 1 90 days with a default of 60 Press 0 Option This option allows a caller to press 0 while listening to this workgroup s greeting When will forward to the specified destination Use the drop down list to spedify a forwarding destination for the call Voice Mail AA Extension the caller presses 0 the call Group Operator default O If you choose to forward to an Outside Number select a trunk or route access code to on the left and type in the full prefix and phone number use in the small drop down list utside Number or Line Park Voice Mail Access Option To allow agents of a workgroup to access the group s voice mail in AltiAgent AltiAgent s and check Enable agents to access voice mailbox of WG VM tab select the group workgroup Setting Message Notification Options To set notification options on n Notification tab in the Workgroup Configuration window and select the workgroup number from the Group List Workgroup Configuration 5000 r Group List General GroupMember Notification j Message Notification C Urgent Voice Messages Only C All Voice Messages ew incoming e mail and voice messages click the Business Hours Call Handing Skill Based Routing Queue Management Mail Management m Notification or Remin
512. 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 Creating a Meeting To create a meeting click one of the Create buttons The Create Meeting dialog box opens ID Sa Scheduler Admin Schedule Time 10 26 2006 14 06 01 Subject Reserve Seats 3g Host C Frequency One Time Only v The options in the middle panel change depending on the schedule you select Duration 30 minutes 3 0 Now onbate Date 10262006 stat 0205PM V Security Options B Require Conference Passcode R Announce Participant Name Passcode _ __ The following parameters apply to all meetings Parameter Description ID The conference ID is created by the system Scheduler The name of the person scheduling the meeting Schedule Time The time the Create Meeting dialog box was opened to create this meeting Subject Identifies the subject or type of meeting What you enter here should be easily identifiable in the meeting list Reserved Seats Use the Up Down arrows or type in a number up to 30 to indicate the number of expected participants For the MAX1000 system expected participants may not exceed 12 300 MAXCS ACM 6 0 Administration Manual Chapter 23 Managing and Using MeetMe Conference Parameter Descript
513. select the extensions to add to the extension user s MaxCommunicator Change Monitor window 2 Click Add to move the extensions to the Monitor List To remove members 1 Select the extensions in the Monitor List 2 Click Remove Check the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected extension Click the Default button to return the settings to the default the extension can monitor its own calls 214 MAXCS ACM 6 0 Administration Manual CHAPTER 16 Setting Up IP Extensions The AltiGen IP phone communicates with the system using SIP protocol to establish the signaling channel and media channel the voice steam using RTP protocol With SIP implementation the system establishes a signaling channel to an IP phone when the IP phone is in use Signaling Channel Media Channel Figure 1 Concept of signaling and media channels The media channel voice stream is connected between two IP phones under normal operation There are some special situations that require you to configure the IP phone to connect its voice stream to the server Please see Setting an IP Extension on page 219 for information MAXCS ACM 6 0 Administration Manual 215 Chapter 16 Setting Up IP Extensions as Signaling Channel Signaling Channel Media Channel Signaling S Signaling Media Channel Figure 2 Sig
514. serg Agent Recording Management Apply to Cancel Apply Help 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 Enter a number for the paging group in the Add New Group dialog box Check the Global Group check box if you want this group to be visible to other gateways 4 Click OK Add New Group Lx Input number 664 IV Global group Please enter a valid 3 digit long number 5 In ome the Group Information field type in the following First Name and Last Name of the paging group each with a maximum of 32 characters Password for the paging group The default is the system password set on the Number Plan tab of the System Configuration window Description for the paging group 254 MAXCS ACM 6 0 Administration Manual Chapter 20 Paging Group Configuration To add members to a Paging Group 1 On the Group Member tab of the Paging Group Configuration window select the desired extension s in the Not Member list Use Shift click or Ctri click to select several extensions from the list 2 Click the Add button to move them to the Member list pee List General Group Member Number Name Member List Not Member List 664 Double click the entry in member list to set skill level Number Status Name Number Name 301 Logn Juan f mj
515. server to the Add button in the panel remove a selected server from the Remove button and you can set the master server by king the Set as Master button Before you can add a server to the VolP domain you must have declared it in MaxAdmin see Declaring Additional Servers for the VolP Domain on page 333 These are the fields in the Global Server VolP domain by using the VolP domain by using the selecting a server and clic Location panel Parameter Description Domain Name The name of the VolP domain Server ID Length Length is from 1 3 See Changing the Server ID Length on page 335 for detailed information Global Server Location Displays the ID Name and Status active inactive of the servers in the VolP domain Master One Domain system must be assigned as Domain Master to propagate configuration data to member AltiServs The master acts as a central server to accept the connection synchronize change from one site to the other sites and authenticate users 334 MAXCS ACM 6 0 Administration Manual Chapter 25 Enterprise VolP Network Management Changing the Server ID Length The Server ID is used for the following two purposes Identifying member systems in the VolP 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 VolP domain and the number of ent
516. sing 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 Message Management receives sends forwards deletes and replies to messages Message Notification designed to alert you of new voice messages in your mail box by calling an extension phone or pager number A notification schedule can be set for business hours after business hours at any time or at a specified time You have an option of being notified of all messages or only urgent messages Personal Activity Greeting allows users to record personal and or activity greetings in their own voice to be played when callers reach their voice mail Press 0 Option for Extension in Voice Mail allows a caller to press 0 while listening to an extension s greeting The 0 can be configured by the administrator to forward the user to operator or other destinations Priority Delivery allows caller to set the priority of message delivery such as normal or urgent Private Messaging allows users to leave a private message in their voice mail for the expected caller Reminder Calls are used to remind you of important meetings things to do or people to call
517. sion to connect to an application that can receive the notification event use the drop down list to choose the log on extension to which the third party application is connected Contact your local AltiGen dealer for more information on using this feature For each day of the week you can select up to three time periods for the system to automatically log out agents Setting Up Skill Based Routing If you want to set up skill based routing you can more closely match a customer s call to an agent who has the skills needed to handle that customer s issue Skill based routing can increase customer issue resolution on the first call lower the abandoned call rate and in turn increase customer satisfaction MAXCS ACM 6 0 Administration Manual 273 Chapter 22 Workgroup Configuration The Skill Based Routing tab in the Workgroup Configuration window lets you define up to nine different levels of skill needed to handle the variety of a workgroup s calls Workgroup Configuration 5000 x paroulit Notification Call Handling Queue Management Note ta General GroupMember Business Hours Skil Based Routing MailManagement r Skill Level Definition Skill Based Routing Rule 5425 Skill Definition r Skill Coverage Rule 5440 5441 Skil Number _ Descr a Equal or Lower than SKLR of Incoming Call 5443 De c a Skill gt Equal or Higher than SKLR of Incoming Cal 5479 ae 3 Ex
518. sion 99 enabling in AA 98 other configuring 97 LCR configuring 346 least cost routing configuring 346 licenses table 22 licenses client assigning 37 limitations Alti Mobile Extension 237 line loss acceptable range 161 line park 208 227 line park configuration 257 live call handling enabling 209 local network defining 325 location format for trunks 34 log file security alert 203 logging outbound workgroup calls 196 login 29 login failed Enterprise Manager 317 logout 29 M mail forwarding setting extension for 199 mail management for extensions 197 for workgroups 277 mailbox 197 information only 198 size 200 245 279 mailbox capacities 200 245 279 main menu 30 main number 43 making a connection difficulty with 427 Manager Extension 43 MAX channel group info 141 MaxAdmin 29 getting around 29 installing 26 MaxAdmin amp Extension Security Checker 387 MaxAdmin default password 29 MaxAdmins disconnecting from system 387 MDMF Multiple Data Message Format 192 measuring Rx level of trunk chan nel 160 media path about 133 MeetMe button 32 MeetMe Conference appointing an admin 298 configuring 298 e mail template modifying 304 overview 297 using 298 432 MAXCS ACM 6 0 Administration Manual menu selection advanced queue management 292 menu MaxAdmin main 30 message length 200 245 279 maximum number of 200 245 279 notification 201 246 schedule 204 248 282 notification for workgrou
519. ssage by pressing the key on your telephone and we will get right back to you 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 Log in from any telephone on the system by dialing and entering the system manager s extension and password This brings you to the AltiGen Voice Mail System Main Menu Press 6 for the Phrase Management option Press 2 to record a phrase Enter a four digit phrase number between 0001 and 0999 Record the phrase after the tone Press at the end of the recording The system will replay the recorded phrase Press if the recording is acceptable le SO AON sen At the Phrase Management menu press 2 to record additional prompts or star to exit Phrase Management Phrases are stored in the C PostOffice Phrases LangCustom directory You can modify the phrase file to any meaningful name if you want Using Professionally Recorded Phrases Recording studios such as Worldly Voices provide professionally recorded prompts as electronic files that can be installed and used on the MAXCS system
520. st on page 383 e CT Bus Test Tool Analyzes TDM bus connection among telephony boards See CT Bus Test Tool on page 384 e Gateway Configuration Lets you view some gateway settings and board information and change the ID and password of a gateway See Media Server Gateway Configuration Tool on page 75 Available under Utilities MAXCS ACC ACM Backup and Restore Backs up your configurations and extension voice mail See Backup and Restore Utility on page 384 MaxAdmin and Extension Security Checker Checks the security status of every extension in your MAXCS system See MaxAdmin amp Extension Security Checker on page 387 Read Config Creates a subdirectory of HTML files that shows details of your MAXCS configuration See Read Config on page 395 Start and Stop All AltiGen Services Opens a dialog box that gives you the option to start or stop all AltiGen services by clicking a button Trace Collector Collects the trace in selected MAXCS categories within a time range specified for debugging purposes See Trace Collector on page 390 Voice File Converter A voice phrase conversion tool that converts WAV files to ADPCM WAV to PCM or ADPCM PCM to WAV format See Voice File Converter on page 394 MAXCS ACM 6 0 Administration Manual 39 Chapter 3 Getting Around MaxAdministrator 40 MAXCS ACM 6 0 Administration Manual CHAPTER System Configuration The S
521. stallation requires an AltiGen Enterprise license Creating a Multi site Vol P Domain To create a multi site VolP domain and designate a system as the domain Master 1 Select VoIP gt Multi Site Domain Configuration The Enterprise Location Manager window opens Enterprise Location Manager General Location Name alti_telecom Switch Type Altivvare ACM Domain Membership 8 Allow this server to be added to domain DomainName Member Key Domain Information Current Domain Name None Server Role Stand alone Create domain and join as master J V V Close MAXCS ACM 6 0 Administration Manual 331 Chapter 25 Enterprise VolP Network Management The name of the server appears in the Location Name field and the name of your AltiGen product appears in the Switch Type field MAXCS ACC or MAXCS ACM The domain name is blank and the server role is currently Stand alone 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 Enterprise Location Manager window will look something like this Enterprise Location Manager RSE D Location Name alti_telecom Switch Type AltiWare ACM Domain Members
522. stem call park ID is assign by the system automatically The Line Park feature can be used for the following applications Inbound call line appearance during business hours Operator parks a call for a group of IP phone users Executive assistance call coverage Night hours call coverage Overflow new workgroup calls to a Line Park Group when the queue length or queue time is too long Implementation details System A total of 99 01 to 99 line IDs can be grouped into different Line Park Groups The default System group cannot be removed One Line Park ID can belong to only one group A Line Park Group can be assigned to Trunk In Call Routing Extension Workgroup Busy or RNA Handling Extension Workgroup Forwarding Workgroup Quit Queue Option The system will put the caller in queue when calls exceed the total lines assigned to the Line Park Group The park line is released when the call disconnects is answered or is forwarded due to time out To configure line park select PBX gt Line Park Configuration MAXCS ACM 6 0 Administration Manual 257 Chapter 21 Line Park Configuration Groups Member Lines Member List Non member List lt Add Remove gt 09 10 m r Park by System Play greeting phrase when parked phrase0400 is Play once C Repeatevery 120 seconds Play ring back tone to caller when parked I Enable Timeout p J seconds Timeout forward to a gf
523. stem will start notification as soon as it enters non business hours under the following conditions Extension is set to notify Urgent Voice Message Only Notification is set to Non Business Hours Voice mail is received during business hours and is marked urgent Extension user does not check the urgent message Setting the Type of Notification There are four options for sending the notification or reminder message phone pager extension or custom application Custom App e Extension to use the Extension option select the Extension radio button then type the extension number into the text box Phone Pager for the Phone and Pager options first specify the trunk or route access code using the drop down list next to the Phone radio button The Any option means to locate any available trunk Then type in the number with all relevant dialing prefixes other than the trunk code using a maximum of 63 digits Custom App when used in conjunction with a third party notification application the Custom App feature enables an extension to connect to an application that can receive the notification event use the drop down list to choose the log on extension to which the third party application is connected Contact your local AltiGen dealer for more information on using this feature Note The Reminder Call will not work with this selection Note also the following considerations For the Pager option the system calls the specif
524. stinctive ringing 43 e mail 81 extension length 45 home area code 43 ID 42 main number 43 messaging 77 numbering plan 44 summary report 349 work days configuration 51 System button 31 system clock master 124 system data backup 384 restore 384 system hang test tool 383 System menu 30 system reports 349 351 system requirements 21 T T1 channel assignment 416 subscribing to service 415 T1 signaling dialing delay 153 protocol 153 T1 E1 clock 124 T1 PRI troubleshooting 132 TCP fragmentation 308 TCP ports 419 AltiServ behind NAT 328 technical support 423 technical training for system ad mins 424 TEI terminal endpoint identifier 130 terminal endpoint identifier TEI 130 test tools 383 testing AltiGen boards 383 text tag collecting digits 91 TFTP server 225 tie trunk 148 tie trunks 57 time display 225 toll call prefixes 61 tools AltiGen 383 Trace Collector tool 390 trace collecting 390 traffic VoIP statistics 36 training technical for system ad mins 424 transmitted caller ID 188 transmitted CID 188 Triton Analog Station Line Proper ties dialog box 191 Triton analog trunk GS LS proper ties setting 156 Triton Resource board 117 Triton T1 E1 trunk properties setting 153 Triton T1 PRI Board configuration 119 troubleshooting cannot make connection 427 checking network configura tion 427 checking traffic 427 loop back test 427 poor voice quality 427 VoIP board 427 troubleshooting T1 P
525. stricted in its Outcall Restrictions panel 56 MAXCS ACM 6 0 Administration Manual Chapter 4 System Configuration Locking Attacked Extensions If a user enters eight consecutive invalid passwords when logging on to voice mail or to activate an extension MAXCS 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 MAXCS See MaxAdmin amp Extension Security Checker on page 387 Blocking All Outgoing Calls To block all outgoing calls for example during the night when no employee is in the office check the Block All Outgoing Calls check box Enabling Hop Off for Tie Trunks When selected this function allows users from another system to borrow a PSTN trunk in this system to make an outbound call over a T1 or VoIP tie trunk Tie Trunk owes callonPSTN T1 PRI or VoIP Trunk System A System B The call originating on System B hops off over the T1 PRI or VoIP trunk to use the PSTN trunk in System A System A must be set up to allow System B to borrow its PSTN trunk Figure 10 Hop Off for Tie Trunks Restricting Tie Trunk Calls You can set call restrictions on hop off calls by telling the system to use the same restrictions as th
526. systems running as a gateway Station conference MeetMe conference and barge in silent monitor coaching will use HMCP voice processing resources when deploying Multi Gateway Softswitch An HMCP Media Server license is required to activate an HMCP virtual board License Information xi Installed License LicenseType Ma n s al HMCP Media Server HMCP G 711 G 723 G 729 VPR HMCP Station Conference MAXCS ACM 6 0 Administration Manual 135 Chapter 11 Board Configuration There will be no HMCP resources assigned to the HMCP board by default even if the HMCP related licenses are registered To activate HMCP resources double click an HMCP board in Boards view and then click the Board Configuration button to open this dialog box Board Configuration HMCP 0 GW01 m HMCP Resources Total Assigned to Licensed Assigned This Board If you decrease the number of HMCP resources the system must be rebooted for the configuration to take effect If you increase the number of resources the system does not have to be rebooted m Voice Processing Resource G 711 only G 711 G 723 G 729 750 wf w r Station Conference Maximum Bridge 40 Members 120 m MeetMe Conference Maximum Sessions 20 Member 120 w i mAgent Supervision Bridge HACET m Parameters in IP header QoS assignment IP TOS DiffSery Byte Value HE gt TTL assignment for multicasting IP o
527. t Control Protocol a transport protocol for real time applications used to transport packetized voice packets over the IP network Make sure UDP port numbers 49152 n 512 49152 n 512 p 2 where n is the gateway ID and p is the number of IP resource channels are not assigned to other applications Note You can find this range displayed in the Current Resource Statistics window in the Local Ports column Check Network Configurations Follow all network configuration guidelines provided under Network Configuration Guidelines for VoIP on page 307 Make sure the router WAN bandwidth and Jitter Buffer are configured properly Cannot Make a Connection If a connection cannot be made check the following 1 2 Check network connectivity using ping Check network firewall settings See Network Configuration Guidelines for Vol P on page 307 for details Check the IP address of the destination system Check the RTP and RTCP settings Make sure UDP port numbers 49152 49199 are not assigned to other applications RTP RTCP stands for Real Time Transport MAXCS ACM 6 0 Administration Manual 427 Control Protocol a transport protocol for real time applications used to transport packetized voice packets over the IP network 5 Check the IP Dialing Table in Enterprise Manager for Server ID Length Refer to Defining the IP Dialing Table on page 328 6 Check if Called Extension is a Workgroup o
528. t About from the Help menu of MaxAdmin The version displayed should be MAX Communication Server ACM 6 0 or higher To check the Exchange Server version click About in the Exchange Administrator To check the domain name on each system Right click My Computer and choose Properties In the System Properties dialog box the Domain name is displayed on the Computer Name tab The Domain names need to be the same on the two systems To verify AltiGen Services a On the system running MAXCS go to Services e in Windows XP select Start gt Control Panel gt Administrative Tools gt Services e In Windows 2003 select Start gt Administrative Tools gt Services A Windows Services window opens as in this example 354 MAXCS ACM 6 0 Administration Manual Chapter 27 Microsoft Exchange Integration amp Services Local AltiGen YM Exchange Integration Service Adaptec Storage Manager Agent Started Automatic Loc Notifies selected us Disabled Loc SB alticen Advanced CallRouter Service Service for enhance Started Automatic Loe SS alticen AutoUpgrade Service AltiGen Service for Started Automatic Aa Sy alticen Backup Restore Service Service for Backup Started Manual y Bp alticen Centralize Call Recording FTP U AltiGen Centralize C Started Manual Aa Sy alticen CTProxy Service AltiGen CTProxy Se Started Automatic a Start the service Description COM Server Integration
529. tch 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 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 Mexico Tel fonos de Mexico Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set to 1111113 1 For 8 digit DID set to 11111113 1 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 116 K 31 For 4 digit DID set to 1116 K 31 For 5 digit DID set to 11116 K 31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 MAXCS ACM 6 0 Administration Manual 409 Country Signaling Values Panama 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
530. te a third party headset certified by AltiGen e Flash Alti P 600 Upon initial installation the lower left programmable key is set up as FLASH by default This key can be re assigned in MaxAdmin using the AltiGen IP Phone Configuration window No other programmable keys can be configured to FLASH Display Status Workgroup display workgroup queue status such as number of queued Alti 1P 600 and IP 705 When enabled allows the IP phone to calls the current longest queue time agent login logout state by pressing the Down arrow key Important Important The configuration in MaxAdmin 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 MaxAdmin settings Administrators should perform any updates to the IP phone s firmware after normal business hours or when the IP phone is not in use If the IP phone is in use during an update not only will the call will be disconnected but if the IP phone is powered off by the user during the firmware upgrade the IP phone may become unusable Apply To Button The Apply To button works with the following parameters General TFTP Server field Reset IP Phone and Boot Download options cannot be applied to multiple extensions Debug and Display Workgroup Status IP 705 and IP 600 Copy From Button The Copy From button
531. ted 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 Make sure all AltiGen applications and services are stopped closed before installing MAXCS Setup cannot detect your system key You must plug your system key into either a parallel or USB port for upgrading to MAXCS Make sure your system key is fully inserted into your parallel or USB port prior to installing MAXCS If error persists reboot the system then run setup again Setup has not detected your system key If you proceed the installation WITHOUT the system key only 8 physical ports will be available for use after the MAXCS installation Setup cannot append the AltiServ path because your existing system environment is too long You must manually append the AltiServ path to your system environment path after finishing the MAXCS installation but before restarting your system Make sure your system key is fully inserted into your parallel or USB port prior to installing MAXCS Manually append c AltiServ exe if MAXCS is installed on c drive to your system environment path through Control Panel gt System gt Advanced tab gt Environment Variables gt System Variables after finishing the MAXCS installation but before restarting your system Unable to add AltiServ path to the system Manually appen
532. tegration For testing purposes create an Exchange mailbox for account lt Domain gt AltiGen_ lt AltiServSystemName gt for example ALTI CHI NA AltiGen_TELESYSTEM If you re using Exchange 2003 open the Exchange Administrator on the Exchange Server and do the following 1 Goto Programs gt Administrative Tools gt Active Directory Users and Computers 2 Right click on the Users folder and select New then select User A Active Directory Users and Computers oj x File Action View Window Help gt Am xXehB eletnyrga Active Directory Users and Computer Users 34 objects E E svR2003 altigen cam E Builtin E Computers Domain Controllers ForeignSecurityPrincipals Boomain Admins Security Group Designated administrators P Domain Comp Security Group All workstations and serve Domain Contr Security Group 4ll domain controllers in th Domain Guests Security Group All domain guests Domain Users Security Group All domain users Delegate Control ry D User Find nterprise Ad Security Group Designated administrators _ OO O Microsoft Exchange Domai Computer icrosoft Exchange Enter All Tasks gt Contact View pie oP lembers in this group can oe inetOrgPerson ae New Window From Here TA ilt in account For guest Criat Paa gonn oup for the Help and Su aiin ete 5 Worker Process Group
533. tem for One Number Access Message Notification Zoomerang Call Forwarding and so on to acellular or PCS phone it may ring the phone once but not necessarily present the call and make a connection This will happen if the ringback tone played by the cellular service provider does not conform to standard ringback tones To work around this problem append a few commas to the outcall cellular number when entering it Each comma provides a one second pause Setting Notification Timing When notification is configured to an outside phone number the system will announce This is the outcall notification message for after call connection However there are situations when the system may not be able to receive an answer supervision signal from the carrier If the system plays the announcement phrase before the notification call is answered the phrase will be cut off The following two options can be configured based on answer supervision capability MAXCS ACM 6 0 Administration Manual 247 Chapter 19 Hunt Group Configuration e Seconds after Dialing f the carrier of the outside phone number cannot provide an answer supervision signal check this option and set a delay time Default 5 seconds maximum 30 seconds Note Note If the delay is set too long the notified party will hear silence before the announcement is played e Seconds after Answered This field is set to 0 seconds and it is not configurable for notification
534. tening to this extension s greeting Use the drop down list to select one of the following forwarding destinations for the call Voice Mail AA Extension Group Operator default Outside Number Application Extension or Line Park When the caller presses 0 the call will forward to the specified destination Setting Mailbox Capacities You can set various mailbox capacities with the following options Parameter Description Max Number of Messages Maximum number of messages stored in the user s mailbox The range is 1 999 defaulting to 100 Mailbox Size Mailbox size in MBs of stored messages The range is 1 500 MB with a default of 50 Max Message Length Maximum length of voice messages in minutes The range is 1 30 minutes with a default of 5 minutes Retention Length of Saved Messages Number of days saved messages are archived by the system The range is 1 90 days with a default of 60 These options can be applied to multiple extensions using Apply to Setting Message Notification Options The Notification tab of Extension Configuration provides for setting notification options on new incoming e mail as well as voice messages To work with notification settings select the extension number from the Agent Supervisor Extension list then click the Notification tab 200 MAXCS ACM 6 0 Administration Manual Chapter 15 Extension Configuration
535. tension Number and the client s Password Set Up Phone and Modem Options 1 Go to Start gt Settings gt Control Panel gt Phone and Modem Options 2 If Phone and Modem Options have never been configured enter the Area Code and the number to dial to get an outside line usually 9 This number is the Route Access number configured in the System Configuration window Number Plan tab Enter this number in both To access an outside line fields 3 If Phone and Modem Options is already configured click the Edit Button to verify that the correct Route Access number is entered in both To access an outside line fields 376 MAXCS ACM 6 0 Administration Manual Chapter 28 TAPI Integration Control Panel Pseach H Fodes i Address gt Control Panel Phone and Modem Options 4 Dialing Rules Modems Advanced v4 Control Panel 7 Accessibilty Add Hardware s 5 3 Switch to Category ion 7 The list below displays the locations you have specified Select the Ea location from which you are dialing EE Locations Gene Location Controllers My Location Network Set Figure 1 Configuring phone and modem options Select the Advanced Tab to configure the TAPI service provider Phone and Modem Options The following telephony providers are installed on this computer AltiGen TAPI Device Detect Providers Mictosoft H 323 Telephony Service Provider Microsoft HID Phone TSP
536. tension is located From the To drop down box select a different system for the extension To move the extension s voice mail along with the extension check the Relocate VM check box Then select either Relocate VM Now or Relocate VM after x hour s Note Because moving the voice mail requires network bandwidth you may want it to move when system usage is low The first time the voice mail is moved to a specific location it can take hours for all the voice mails to be moved Thereafter only new voice mails are moved because the old ones are still there backed up so subsequent moves take a shorter time VM files are transferred by HTTP protocol using TCP port 10043 The administrator can configure the firewall router to limit the bandwidth on port 10043 so that the voice mail transferring will not impact the voice quality over IP Note If you do not move the voice mail the VM files will be deleted and cannot be recovered When the user relocates an extension using 27 the voice mail is moved also The user cannot choose whether or not to move the voice mail Click Relocate Notes on Relocating a Global Extension The phone user can start using the voice mail during VM relocation but the voice mail count will keep increasing until the relocation is complete If extension 1001 is relocated from site A to site B and the administrator creates a local extension 1001 in site A the extension 1001 will be removed from the RE
537. tern and check Disallow this dialing pattern check box WARNING Make sure the default 911 route is configured to a route that can accept 911 calls See Figure 2 on page 177 Failure to do so may cause failure of direct 911 dialing If you do not want a user to call 911 directly because of too many 911 dialing errors you can leave the 911 route not configured In this case you need to let all extension users know that they need to dial 9 911 to call emergency service A proper warning sticker on the phone to notify employees about 9 911 dialing would be a good practice Some configuration examples are provided at the end of the chapter Please use them as a reference to help you configure your dialing pattern correctly 174 MAXCS ACM 6 0 Administration Manual Chapter 14 Out Call Routing Configuration Working with Route Definitions A route definition consists of a route name and group of trunks listed in the order that the system will use for outgoing calls Out Call Routing Configuration i x Route Definition Dialing Patten Default Routes r Digit Manipulation Index Route Name Location Location Type 02 0060 SIP 00 0016 LS 020061 SIP 00 0017 LS 020062 SIP i 02 0063 SIP Eaj ape T 02 0064 SIP 00 0020 TI 02 0065 SIP 00 0021 T1 J joz0066 si gt J J ogoo22 T1 aa Eee 02 0067 SIP 00 0023 T1 F 020068 SIP 00 0024 T1 020069 SIP 00 0025 T1 Routelndex 4 02 0070 SIP 00 0026
538. ternal sender only before listening to recorded AltiGen Voice Mail System messages Announce Time Stamp Selected the user hears the timestamp time and Before Playback date of each message before playback Confirm Callback Selected system confirms the accuracy of the Number caller s number Enable Distinctive Call Selected the user hears three different call waiting Waiting Tone tone cadences to distinguish between internal external and operator calls see Distinctive Ring on page 43 Play the Newest Voice Selected new voice mail will be retrieved first When Message First not selected the system will play voice mail based on FIFO first in first out Setting Mailbox Capacities You can set various mailbox capacities with the following options and you can apply the settings to multiple hunt groups using Apply to Parameter Description Max Number of Maximum number of messages stored in the hunt Messages group s mailbox The range is 1 999 defaulting to 100 Mailbox Size Mailbox size in MBs of stored messages The range is 1 500 MB with a default of 50 Max Message Length Maximum length of voice messages in minutes The range is 1 30 minutes with a default of 5 minutes MAXCS ACM 6 0 Administration Manual 245 Chapter 19 Hunt Group Configuration Parameter Description Retention Length of Number of days saved messages are archived by the Sav
539. tewayld Board Channel Type s I Global extension Please enter a valid 4 digit long number Type 7 C Physical extension Virtual extension Help Cancel 2 Type in an Extension Number The number must begin with a number assigned to be used for extensions and it must be the length assigned to extensions both of which are set on the Number Plan tab in the System Configuration window as described in Setting a System Number Plan on page 44 3 If you have a multi site setup with multiple AltiServ systems connected over IP a VolP domain is created in the Enterprise configuration If you want to publish the 186 MAXCS ACM 6 0 Administration Manual Chapter 15 Extension Configuration extension to all AltiServ systems within the VolP domain check the Global Extension check box Global will be displayed beside the extension s type in the Agent Supervisor Extension list No configuration is needed on other AltiServ systems on behalf of this extension These are the benefits of making an extension a Global extension in a multi site installation e Auser from any system only has to dial the Global Extension number and MAXCS will resolve the routing through the VoIP domain setting e Any user within the VolP domain can forward voice mail to this Global extension e The client applications MaxCommunicator and AltiAgent can see this Global extension number even it is not an extension in
540. the Triton Analog Trunk Board since it may impact the echo canceller performance If the reading is 6 dB to 14 dB for example 12dB no change is needed If the reading is 15 dB to 18dB take the following steps to increase the gain for the Triton Analog Trunk to IP phone connection a Goto VoIP Board configuration and click the Advance button b Set the Transmitting gain to IP Extension to 9 for the Triton Analog Trunk Do NOT change the gain in the trunk property of the Triton Analog Trunk Board since it may impact the echo canceller performance MAXCS ACM 6 0 Administration Manual 163 Chapter 12 Trunk Configuration Advanced setting for Gateway 0 If the reading is worse than 18 dB you should contact your CO to adjust the line loss to the acceptable range 164 MAXCS ACM 6 0 Administration Manual Chapter 12 Trunk Configuration Incoming Call Routing To set incoming call routing for a trunk select the trunk on the General tab then click the In Call Routing tab in the Trunk Configuration window The trunk location appears in the title bar TD Trunk Configuration Card 2 Channel 65 Ey SSS Location Type Access Code Ph General _In Call Routing out Call Blocking ole i Regular Trunk Calls j H323 Tie 8 p Workdays During Business Hours H323 Tie 8 C 3 7 H323Tie 8 ToExtension 100 H323 Tie 8 a Todd 1 X H323 Tie 8 SIP Tie 8 51 C ToLine Park System v
541. the columns to move them to the Member list Note If the workgroup pilot extension is configured to Ring All Available Members the maximum number of members is 20 See Setting Call Handling Options on page 283 for details By default a newly added member has the Skill Level set to 1 4 To change the Skill Level designation fora member double click the member in the Member List The Skill Level dialog box opens Skill Levels are defined in Setting Up Skill Based Routing on page 273 270 MAXCS ACM 6 0 Administration Manual Chapter 22 Workgroup Configuration Skill Level x 2 3 4 5 6 7 8 9 Figure 4 Skill Level dialog box 5 Click the desired Skill Level I ndex then click OK Agents who are members of more than one workgroup can have a different skill level assigned in each group 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 Log I n Out a Group Member An administrator can log in or log out a group member by selecting the member in the Member List and clicking the Login Now or Logout Now button Setting Login Status for System Restart Whenever the system is restarted the administrator can use the drop down list at the bottom of the Group Member tab to Keep Login Status all group members retain their original login status for that group prior to restart default setting Al
542. the e mail options for the hunt group e E mail Name the hunt group s e mail name without the domain The default e mail name is ext lt hunt group number gt that is the letters ext followed by the hunt group number For example the default e mail name for hunt group 500 would be ext500 e Retrieve Voice Mail by E mail Client selected this sends voice mail to the user s e mail as an attachment Deselected voice mail is retrieved as voice mail 244 MAXCS ACM 6 0 Administration Manual Chapter 19 Hunt Group Configuration e Enable Mail Forwarding selected the hunt group s e mail will be forwarded to the e mail address you specify in the Forward E mail Address box The address should be a full address including the domain for example jsmith thecompany com If you enable mail forwarding you also specify what you want done with the original messages after they have been forwarded In the drop down list you can choose to Delete Messages after Forward Keep the Messages as New Keep Messages as Saved Setting Mailbox Playback Options You can use the following check boxes to turn on or off options for listening to playback of recorded messages These options apply to both new messages and saved messages and they can be applied to multiple huntgroups using Apply to Parameter Description Announce Message Selected the user hears the name of the message Sender Before Playback sender in
543. the private IP address into a public IP address Not all NAT routers have this kind of implementation If the NAT router does not support H 323 SIP you need to check Enable SIP NAT support and Enable H323 NAT support in Enterprise Manager IP Networks tab The following sections illustrate a private network configuration and a VPN configuration For information on setting up VoIP traffic forwarding for NAT and configuring AltiServ behind NAT see Configuring AltiServ Behind NAT on page 327 Private Network Configuration Example MAXCS with private IP address and behind NAT Only the private IP address is used in a private network the public router will not route the packet that has a private IP address as its destination All IP addresses beginning with 192 168 x x 10 x x x or 172 16 x x to 172 32 x x are private IP addresses MAXCS ACM 6 0 Administration Manual 309 Chapter 24 Network Configuration Guidelines for VolP Analog Telephone System i my LF T Telephone Telephone Wl Ml Telephone Line CO Switch Fa E ie Ezz i i ZE 192 168 1 100 192 168 1101 H i E IP Phone 1 IP Phone 2 H H 192 168 1 2 i t 202 101 54 61 AltiWare i cS IP Phone 4 LAN Internet 169 254 56 169 192 168 1 3 192 168 1 1 Desktop Computer Router 1 Firewall NAT i Corporate LAN nN I EES 9204 52 94 192 1682100 Rater 2 IP Phone 3 Firewal NAT
544. these files exist delete them then stop and start the Exchange Integration Service To delete the profile for the service account If an error occurred while MAXCS was creating the service account profile the damaged profile would remain there until removed manually After the re configuration the new profile can t be created because the old one still exists You can remedy this in the following way MAXCS ACM 6 0 Administration Manual 367 Chapter 27 Microsoft Exchange Integration Log on as AltiGen Service Account Shut down Altigen Exchange Integration Service from Control Panel gt Administrative Tools gt Services then open Control Panel gt Mail or Mail and Fax and click Show Profiles Remove the service profile 3 Start the AltiGen Exchange Integration Service from Control Panel gt Administrative Tools gt Services If this doesn t work contact AltiGen Technical Support To troubleshoot or double check the server configuration Internet Services Manager 11S 2 0 and 3 0 In the Microsoft Internet Services Manager gt WWW Running settings the Home directory is set to c altiserv webmgmnt where c is the local drive on which MAXCS is installed In the Properties for this directory the access privileges allow Read and Execute e Internet Services Manager IIS 4 0 and higher In Internet Services Manager gt Default Web Site gt PropertiesWeb Site tab the I P Address is set to the address of the
545. tification as soon as it enters non business hours Note Message notification can also be set in MaxCommunicator and AltiAgent and the settings are reflected in MaxAdmin MAXCS ACM 6 0 Administration Manual 201 Chapter 15 Extension Configuration Emergency Notification When any extension dials an emergency number the system can make calls to specified extensions groups or outside numbers To configure this option select the extension group outside number and check the When Emergency Number Has Been Dialed check box Emergency number calls are logged to SecurityAlert txt see Where Security Alerts Are Logged on page 203 Unusual VM Activity Notification When certain unusual activity is detected from an extension s voice mail the system can notify a designated extension This option is intended to help detect if a hacker has obtained control of and is making calls from an extension s voice mail To alert an extension usually the administrator when either of the following abnormal activities are happening select the extension and check the option When unusual call activity has been detected e When calls made from voice mail are unusually long by default more than 120 minutes When the number of calls made from voice mail is unusually high by default more than 20 calls in one voice mail session When the designated extension is notified the system will play Unusual call activity has been detected
546. ting Business Hours sasaaa aaa ee 271 Setting Up Skill Based Routing 0 0 0 0 a 273 Setting Rules for Skill Based Routing 2 000 eee ee 275 Setting Workgroup Mail Management 0 0 eee es 277 Disablinigiva Mailbox i aed ee a W E a a ede ed ee Bie 278 Synchronizing with Exchange Server 0 eee ee es 278 Setting E mail Options mii e i adan a aiei Kiei a AEE A es 278 Setting Mailbox Playback Options anaa ee 279 Setting Mailbox Capacities saasaa aa 279 Prese O OPEO a a ek Noe ait n are A a in ach adh el LL 280 Voice Mail Access Option saasaa aaa ee 280 Setting Message Notification Options saa a es 280 Setting the Message Types for Notification 22 000005 281 Setting the Type of Notification 2 2 0 000002 281 Setting Notification Timing 2 2 2 0 000 ee 282 Setting Notification Business Hours saasa aaa a 282 Setting Call Handling Options aasa aaa es 283 Handling Busy Calls san aiia i i aaa o ee 283 Forwarding All Calls i estesse i a a dee Pet i EE A ae ete ee 284 Handling Unanswered Calls naana aaa es 284 Number of Rings Before Handling 0 0 e eee ee 285 MAXCS ACM 6 0 Administration Manual vii Setting IntraGroup Call Distribution 0 0 ee 285 Queue Management Basic naana aa 288 Setting Queue Phrase Options ssaa aaa es 288 Queue Announcement 0 i a a a raa a a a e A A kaak 288 Expected Wait Time Sampling aaau 28
547. tion Manual Chapter 14 Out Call Routing Configuration Out Call Routing Configuration 5 x Route Definition Dialing Patten Default Routes Digit Manipulation Route Name International E Insert to Head af re Number of Digits to Delete 5 p Insert Digits T insert to Head z Number of Digits to Delete Insert Digits Member Trunks Location Type 09 0001 PRI 09 0002 PRI 09 0003 PRI 09 0004 PRI 09 0005 PRI gt f 09 0006 PRI 09 0007 PRI Add Delete 09 0008 PRI Route Index F Route Name En Bloc Cancel Apply Help 3 On the Dialing Pattern tab of the Out Call Routing Configuration window add dialing pattern definition entries for the following prefixes e prefix 0 length 11 e prefix 00 length 14 e 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 The Dialing Pattern tab should look as follows Out Call Routing Configuration q xj Routes I Disallow this dialing pattern m Prefix and Digit Length Prefix fg Pattern length including prefix 7 7 COIHARWNASS NNN NN 3 0 N A X With this configuration the system will see that all digits have been collected and will send digits to the CO instead of waiting 7 seconds for the dialing to finish MAXCS ACM 6 0 Administration Manual 183 Chapter 14 Out
548. tions on Outcalls Internal Calls Only extension to extension e Internal Local and Unrestricted Area Codes Allow extension to call internal local and area codes defined in the Unrestricted Area Codes in the Call Restriction tab of the System Configuration window MAXCS ACM 6 0 Administration Manual 205 Chapter 15 Extension Configuration Allow Internal Local Unrestricted and Defined Prefixes n addition to the above privilege allow the extension to call prefixes you specify in the Prefixes Allowed boxes Include all relevant prefix numbers for example if appropriate you would include 1 area code before the number This configuration will not override System Prohibited Prefixes set in System Configuration All Calls Allowed Except the Defined Prefixes n addition to System Prohibited Prefixes you can block this extension from dialing the numbers defined in the Prefixes Disallowed boxes Setting Other Call Restrictions Other call restriction rules can deny or allow the following Other Call Restrictions IV Allow Calls to be Transferred or Conferenced to an Outside Number IV Allow Extension User to Configure Forwarding Notification and Reminder Call to an Outside Number IV Allow Outside Caller to Make or Return Calls from within YM System P Allow Outside Caller to Make or Forward International Calls from within M System Allow Calls to be Transferred or Conferenced to an Outside Number
549. to allow full control for the new user MAXCS ACM 6 0 Administration Manual 363 Chapter 27 Microsoft Exchange Integration SERVER2003 Properties 2 x Diagnostics Lagging Public Folder Referrals Details General Locales Mailbox Management Directory Access Policies Security Full Text Indexing Monitoring Group or user names Select the new user name Add Remove Deny Permissions for Administrator Check Allow Full control beside Full Write oO control Execute oO Delete o Read permissions o xl For special permissions or for advanced settings Advanced click Advanced Cancel Apply Help Enabling the Exchange Server To enable the Exchange Server 1 Delete obsolete files from the altiserv exe folder From Windows Explorer go to the altiserv exe folder If mapi32 dll and gapi32 dll remain in this folder delete them In MaxAdmin configure the extensions that are to be synchronized with their corresponding mailboxes in Exchange server Note Exchange 2007 Native VM integration uses the extension number and the extension s first and last names to link between MAXCS and Exchange Exchange 2003 2007 synchronization uses only the Extension s first and last names as the link 364 MAXCS ACM 6 0 Administration Manual a Chapter 27 Microsoft Exchange Integration From the Extension Configuration window General tab select an
550. to an AltiGen IP gateway The supported gateway platforms are OFFICE3G server MAX2000iG gateway only MAX server with redundant power supply and RAID hard drive Note Do not install gateway service to MAX1000 or MAX 1000R server When installing Gateway service to an OFFICE3G server remove Triton Resource and MeetMe Conference boards Softswitch server will not use these boards as conference barge in resources If you select Gateway the next screen requires you to assign an ID to the gateway When the installation is complete open MaxAdministrator choose License gt License Information from the menu and click the Registration button to register your AltiGen licenses For detailed instructions on upgrading to MAXCS AltiGen Dealers should refer to 6 0 Upgrade Guidelines in the Knowledge Base available from the AltiGen Dealer Web Site at https dealer altigen com Installing MaxAdmin on a Network Client MaxAdministrator can be installed on a client workstation providing the ability to manage the MAXCS server remotely The system running MaxAdministrator and the MAXCS server must be on the same Windows domain When you install MaxAdmin on a machine that is not a MAXCS server it does not contain the switching SMTP POP3 server messaging agent AltiBackup and Exchange integration services that are included in the full MAXCS installation Remote MaxAdmin does not utilize the System Data Management or Shutdown
551. trunk Optional Add On Software The following software is optional AltiConsole a Windows based Attendant console connected to MAXCS 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 MaxCommunicator a Microsoft NET based desktop call control and Windows pop up application that interacts with the system providing easy to use dialing call control monitoring and voice mail management capability AltiAgent a workgroup user version of MaxCommunicator in addition to MaxCommunicator features also provides call statistics call wrap up with data entries workgroup login logout with reason codes and agent ready not ready status AltiSupervisor allows a workgroup supervisor to view an agent s real time activity login logout an agent view workgroup and agent operation statistics Listen Barge in Coach agent s conversation In the MAXCS ACM version the following features are available e Color coded priority in queue e Change caller s priority e Record agent s conversation with indicator AltiReport application that can report an agent s and workgroup s operation details including summary analysis and charting MAXCS ACM 6 0 Administration Manual 17 Chapter 1 Overview Advanced CallRouter a call handling application that matches incoming call data or collected digits against a
552. tting Recommended 18 gt B Channel Span ID C Manialy setto 19 gt B Channel Z 20 gt B Channel J Enable Tie Trunk C Assigned by CO switch 1 gt A Channel in aoe Figure 13 T1 PRI Switch Mode The top four settings are used for a connection to a CO switch e AT amp T 4ESS PRI MAXCS ACM 6 0 Administration Manual 127 Chapter 11 Board Configuration e AT amp T 5ESS PRI e NT DMS 100 PRI e NI 2 PRI default The bottom four settings are used for a PRI tie trunk configuration where two MAXCS systems are connected back to back In such a configuration one MAXCS system must be configured as Network and the other as User For example set one to NI 2 PRI Network and the other to NI 2 PRI e AT amp T 4ESS PRI Network e AT amp T 5ESS PRI Network e NT DMS 100 PRI Network e NI 2 PRI Network If you select a Span Type of Regular ISDN PRI in the E1 PRI Configuration Window use the following guidelines to set the ISDN PRI Switch mode E1 PRI CH gt Type 00 gt System Data 01 gt B Channe 02 gt B Channe 03 gt B Channe 04 gt B Channe 05 gt B Channe 06 gt B Channel Span type selection ISDN PRI setting ________ C E1CAS Switch mode Channel associated signalling ETSI NETS PRI Austel TS014 PRI a Regular ISDN PRI D channel is the 16th channel NT DMS 100 PRI 07 gt B Channe C Custom ISDN PRI Austel T5014 PRI Network 08 gt B Channe Se
553. u clicked th e Match I mpedance button for that trunk The following dialog box is displayed Impedance Match Result x Last Match Time 2005 09 21 14 20 00 Fi Noise LevelldB Hybrid Echo eer Return Loss dB 600 ohm 73 04 1184 900 ohm NA Complex 1 73 84 72 69 NA Complex 2 Complex 3 NA The best matched impedance is 600 ohm gure 10 Impedance Match Result dialog box Measuring the Rx Level of a Trunk Channel In order to perform this test you need to obtain the local CO s Milli Watt Test Number from your CO When dialing this number a OdB tone is sent For example if your number is 510 252 9712 the Milli Watt Test Number from the local CO is 510 252 0020 the prefix 510 252 is the same 1 2 3 4 Write down the Rx Gain then set it to OdB and click OK Write down the Impedance setting then change it to 600ohm and click OK Call the number you got from your CO as noted above Click the Test Rx Level button When the test is complete the Test Rx Level dialog box is displayed 160 MAXCS ACM 6 0 Administration Manual Chapter 12 Trunk Configuration Test Rx Level x fos gt Test Finished 5 Click OK The Rx Level measurement is displayed in the Diagnosis section of the 6 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 Diagnosis Last Diagnosis T
554. ual Virtual Chapter 18 Mobile Extension Configuration Restriction Answering One Number Access Monitor List General Group Speed Dialing Mail Management Notification Personal Information FirstName i ate O stsS S Passwod mee DID Number Description Transmitted CID Language Defaut Language 7 E911 CID Feature Profile 0 System x J Enable Dial By Name IV Enable Intercom J Agent Virtua Forced Account Code r Personal Call Recording Options Virtual 1012 Virtual J Enable Forced Account Code Disse S 1013 Virtual Earnie od 1014 Virtual Jada Allo TEN ars Sra ee 1015 Virtual Record p out of 10 calls 1016 Virtual I Insert recording tone 1017 Virtual 1018 Virtual m IP Extension i l ue vua IV Enable IP Extension Connect Voice Stream to Server irtual 1021 Virtual Dynamic IP Address Static IP Address 1022 Virtual 0 D 0 0 1023 Virtual IP Extension Logon IF Address 1024 Virtual Home Gateway ID 00 5 1025 Virtual pa j s 1026 Virtual E J Enable Fallback to Mobile Extension Logical Board ID 5 z 1027 Virtual 2 Mobile Extension Channel bA 1028 Virtual Logical Channel ID fi Virtual r Phone Display Micheal Add Del Apply To Number Line Caller Number Dd Name Line IP Phone Caller Name a Line Properties oK Cancel Apply Help Figu
555. uccessfully Click Finish to close this wizard z Elapsed time 00 00 00 EI User Information Summary 1 items 1 succeeded 0 failed P Mailbox Settings 5 Davi Davie Lee 2 es z P New Mailbox 5 Exchange Management Shell command completed Completion New Mailbox Name Davie Lee Alias DavidLee OrganizationalUnit 2007exchange altigen com Users UserPrincipalName David Lee 2007exchange altigen com SamAccountName David Lee FirstName Davie Initials LastName Lee Password System Security SecureS tring ResetPasswordOnNextLogon false Database ALTIGEN 794F 09 First Storage Group Mailbox Database Elapsed Time 00 00 00 Select Ctrl C to copy the contents of this page Help lt Back Finish J Cancel Figure 8 Completion screen for new user Exchange 2007 10 Click Finish Exchange Configuration The instructions and figures in this section refer to Exchange 2003 In Exchange 2007 the instructions will be different but similar Refer to Exchange 2007 documentation 1 In Exchange 2003 go to Start gt Programs gt Microsoft Exchange gt System Manager In Exchange 2007 go to Start gt Programs gt Microsoft Exchange Server 2007 gt Exchange Management Console lox Eile Action view Window Help Le x e gt m AB 2 SERVER2003 Exchange E Global Settings H Recipients a s g SERVER2003 H Connectors H E Tools
556. ueue AltiSupervisor can change a call s priority level if the WG s supervisor queue control option is enabled Allow Call Redirect Priority Change MAXCS ACM 6 0 Administration Manual 263 Chapter 22 Workgroup Configuration e When a call s priority is changed its priority queue time will be reset to 0 and starts accumulating again For example caller A with priority 3 has been waiting in the queue for 15 minutes and caller B with priority 2 waiting for 10 minutes When caller A is promoted to 2 the Priority Queue Time for the caller A is set to 0 and the caller B will be answered first e Promoted call priority can be carried to another MAXCS ACM system over VolP tie Creat trunk ing 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 gt Workgroup Configuration Workgroup Configuration 120 x Group List Notification Call Handling Queue Management General Group Member BusinessHous Skill Based Routing Mail Management Group Information First Name Satisfaction LastName Hotline Password ere DID Number I Enable Dial By Name Service Description r Call Restriction Allow Calls to be Transferred or Conterenced to an Outside Number IV Allow User to Configure Forwarding Notification and Reminder Call to an Outside Number I
557. uirement typically is less than Ethernet requirement 316 MAXCS ACM 6 0 Administration Manual Chapter 25 Enterprise VolP Network Management Opening Enterprise Manager To open Enterprise Manager use one of the following methods For a single system installation without a Domain Master this first method is recommended From MaxAdmin select Vol P gt Enterprise Network Management Enterprise Manager opens without a login dialog box For multisite VolP domain management from the Windows Start menu select All Programs gt MAXCS gt Enterprise Manager A login screen appears With this method you can log in to the Domain Master from any member system or remote desktop User Name Admin 192 168 0 10 Password aera Login Domain Via Server 192 168 0 10 l l _ Login J Cancel J User name Password Login Domain Via Server DomainAdmin Logging in as DomainAdmin gives you rights to change the entire Enterprise Manager configuration Default 22222 You can change the password in Enterprise Manager a Password Note This password is not the same as the MaxAdmin password Enter the domain master s IP address Admin domain master IP address A Site Admin who logs into the Domain Master in this way has the same rights as DomainAdmin Enter MaxAdmin password Enter the domain master s IP address Admin member server IP address A Sit
558. umbers does not require restarting the AltiGen switching service e In the event that you need to decrease the assigned numbers of HMCP resources re assigned to the second HMCP server for example the system must be rebooted for the configuration to take effect Parameters in IP Header QoS and TTL assignments QoS assignment P TOS DiffServ Byte Value The default TOS DiffServ byte hex value AO 10100000 signals the network switch and router that RTP packets are Critical To set the value for Diffserv Code Expedited Forwarding DSCP EF you can enter hex value B8 10111000 TTL assignment for IP paging multicasting only The purpose of the TTL Time To Live is to regulate how many hosts the IP paging packets can pass through The TTL value is reduced by one on every hop You may need to adjust this value if there are remote IP phones at different locations that register to AltiServ through WAN and require the IP paging feature The value will be the number of routers from AltiServ to remote IP phone plus one Assign HMCP Resources to IP Extensions After you configure the HMCP board you need to configure extensions to use the HMCP voice processing conferencing and recording resources In Extension Configuration gt General gt IP Extension panel change the Home Media Server ID to the HMCP Media Server ID if necessary Please refer to the following scenarios Scenario 1 HMCP Media Server inside Softswitch Serve
559. unce Time Stamp before Playback Confirm Callback Number I Enable Distinctive Call Waiting Tone I Play the Newest Voice Message First Capacity Press 0 option 5335 wa 5338 Max Number of Messages 100 Forward the call when caller press 0 5337 Mailbox Sies a Ejer while listening to group greeting 5338 5339 Max Message Length 5 mn Fowadto Operator 7 5340 Mobile Agents E Retention Length of Saved 60 H dais P Z 5342 L 5344 Voice Mail Access Option 5345 X L D I Enable agents to access voice mailbox of workgroup Add Delete Cancel Apply Help Figure 8 Workgroup Configuration Mail Management tab Note Disabling a Mailbox You can use Apply to to apply mailbox settings to one some or all workgroup When you disable a mailbox the normal greeting is played but callers cannot leave messages Synchronizing with Exchange Server If your system is set up to synchronize with an Exchange Server you can check the Enable Exchange Message Synchronization check box to enable synchronization for voice mails If in the Voice Mail Configuration screen you chose the Native VM Integration with Exchange 2007 option this check box is checked by default whether the selected mailbox is found in the Exchange or not To disable the selected extension s mailbox check Disable Mailbox See Setting E mail Messaging Options on page 81 and Microsoft Exchange Integrati
560. uration may be different e If this is an analog Centrex line you only need to check the Enable Centrex Transfer check box A FLASH signal will be transmitted to the CO if the incoming trunk call needs to be transferred to an outside number e If this is a T1 CAS trunk you may need to add transfer predial string From the CO point of view it is their feature code to initiate RLT Please check with your carrier to get the specification e If this is a PRI trunk you need to ask your carrier if they support RLT through DTMF Some carriers accept 8 to signal RLT AltiGen PRI trunks currently do not support 2 B channel transfer feature How to signal AltiServ that it is a Centrex transfer e Ifa callis connected to an extension the extension user needs to dial FLASH plus trunk access code and the outside number e Ifa virtual extension forwarding or speed dialing number is configured to an outside number and the extension user transfers a call to the virtual extension or speed dialing number the system will add the Centrex FLASH automatically You don t need to add the in the forwarding or speed dialing digit stream Attribute I n Service makes the trunk available for use Out of Service prevents the trunk from being used for example while performing maintenance e Enable Tie Trunk This configuration field is meaningful only if you use T1 or PRI to connect two AltiServ systems back to back Do not check this bo
561. uring transmission For G 711 and G 729 20ms is efficient and recommended IP Header The P UDP RTP header adds 40 octets per packet With a packet length of 20ms the IP headers will require 16kbps of bandwidth in addition to whatever codec is being used e Transmission Medium n order to travel through the IP network the IP packet is wrapped in another layer by the physical transmission medium The transmission medium such as Ethernet will add its own header checksums and spacers to the packet With a packet length of 20ms the transmission medium requires additional 15 2kbps of bandwidth to carry the packets to their destination e Silence Suppression You can suppress the transmission of data during periods of silence This can reduce the demand for bandwidth by as much as 50 percent However it may have a negative impact on the voice quality Some users may feel the conversation is not natural when artificial comfort noise is generated during periods of silence The following table lists bandwidth requirements for various transmission media with different codecs and frame sizes It assumes silence suppression is not turned on The same table appears on page 307 voice Encoding PPP Frame Relay Ethernet kbps kbps kbps kbps 6 711 ez e om as ma e729 e om ea Joz Joz e723 e Jams 23 jae eee VolP Bandwidth requirement for WAN connection varies depending on the type of WAN Bandwidth req
562. urned on The same table appears on page 316 voice Encoding PPP Frame Relay Ethernet kbps kbps kbps kbps G 711 ez e om as ma ers e ooms 4 a2 a2 e723 e J ooms 23 jae eee MAXCS ACM 6 0 Administration Manual 307 Chapter 24 Network Configuration Guidelines for VolP e 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 J itter Buffer in Enterprise Manager VoIP gt Enterprise Network Management click the Codec button e If you have heavier data applications running concurrently the bandwidth reserved for data traffic should be increased e If your router supports multilink or TCP fragmentation configure your WAN router to user smaller packet sizes for example 500 bytes WAN Router Configuration e The router that connects your LAN and the WAN should support priority queuing e Configure the router so that the P UDP packets being sent to and from an IP station have higher priority than the packets generated by other stations on the same network Consult your router manufacturer for more information on setting up this configuration
563. urrent meeting is terminated 304 MAXCS ACM 6 0 Administration Manual Chapter 23 Managing and Using MeetMe Conference Joining a Meeting Users calling from an extension can join a meeting by dialing the MeetMe Conference extension number Users calling through a trunk must first dial the company number then the MeetMe Conference extension number Users are prompted to dial the meeting number If the meeting has not yet been 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 MAXCS ACM 6 0 Administration Manual 305 Chapter 23 Managing and Using MeetMe Conference 306 MAXCS ACM 6 0 Administration Manual CHAPTER 24 Network Configuration Guidelines for VoIP Real time applications such as voice communications require a networking environment that meets certain requirements to deliver and maintain good voice quality Follow these network configuration guidelines when using MAX Communication Server s VolP features I SP Intranet Quality of Service QoS e If you subscribe to the public IP network or use your own Intranet make sure the maximum network delay is less than 100 milliseconds Also the typical packet loss rate should be less than 1 percent WAN Bandwidth The following table lists bandwidth requirements for various transmission media with different codecs and frame sizes It assumes silence suppression is not t
564. vate Multiple private networks can be added 4 On the IP Networks tab in the NAT Support panel check Enable SIP NAT support and Enable H323 NAT support Except if the NAT router is H 323 aware for example a Fortinet router do not enable H323 NAT support MAXCS ACM 6 0 Administration Manual 327 Chapter 25 Enterprise VolP Network Management NAT support X Enable SIP NAT support Public IP addresses T Enable Virtual IP Addresses Support lt g Do not check J 209 220 14 8 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 I P Addresses Support 5 Configure the NAT firewall to forward TCP ports 10025 10027 10032 10037 10050 10064 1720 and UDP ports 69 5060 10060 to AltiServ 6 Configure the NAT router to forward to AltiServ UDP ports 49152 gwid 512 49152 gwid 512 ipresno 2 where gwid is the gateway id and ipres number is the number of the IP resource channels in the system See note below for an easier way to figure the port ranges For the MAX1000 system it would be UDP ports from 49152 49211 30 IP resource channels Note An easy way to find out the RTP TCP port range s for SIP and H 323 is to look in the Current Resource Statistics window in MaxAdmin View gt Current Resource Statistics All the ports are listed in the Local Ports column
565. ve trunks for a special dialing purpose For example you can set up TAC 7 and assign that to trunk s These trunks will be reserved exclusively for users who know the TAC 7 Although TAC is easy to use it does have limitations especially when you are located in an area with a complicated dialing pattern or you need to set up VolP hop off dialing RAC uses the Out Call Routing table which has the flexibility to group trunks into a route assign routes to a specific dialing pattern and add delete digits from the dialing pattern It can solve most of the complicated dialing problems If your system is using RAC you can set this TAC field to None Area Code The local area code for each trunk Enter a three digit area code If left blank the trunk assumes the home area code defined in the General tab of the System Configuration window This configuration is for each trunk in the system and will negatively affect features such as Zoomerang if the area code is not configured properly e Direction The trunk direction can be Outgoing only Incoming only Both Outgoing and Incoming Paging or E911 The Both option is the system default 146 MAXCS ACM 6 0 Administration Manual Chapter 12 Trunk Configuration Important If a trunk is in the hunt group of your company main number and you configure this trunk as an Outgoing trunk the incoming call will be rejected by the system To avoid this mistake make sure you check with your
566. ven consecutive zeros e For E1 you can set the Line Code to either AMI or HDB3 HDB3 High Density Bipolar Order is based on AMI but extends this by inserting violation codes whenever there is a run of four or more zeros Zero Code Suppression You can set the Zero Code Suppression to None default setting Jam Bit 8 GTE or Bell Zero Code Suppression inserts a one bit to prevent the transmission of eight or more consecutive zero bits Jam Bit 8 forces every bit 8 to a one GTE Zero Code Suppression replaces bit 8 of an all zero channel byte to a one except in signaling frames where bit 7 is forced to a one Bell Zero Code Suppression replaces bit 7 of an all zero channel byte with a one CD Bits Handling CD Bits Handling is not editable System Clock Master You can set the System Clock Master if you have a back to 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 T1 E1 Clocking Depending on the configuration of the T1 E1 boards and span for your MAXCS system s the System Clock Master setup should be set according to the follow conditions e If all of the T1 E1 boards are connected to a carrier s switch the System Clock Master check box must not be checked for any of the T1 E1 boards 124 MAXCS ACM 6 0 Administration Manual Chapter 11 Board Con
567. ver you can select this check box to enable synchronization for voice mails If in the Voice Mail Configuration screen you selected either the Synchronize with Exchange 2003 2007 option or the Bridged Access to Exchange 2007 option check this check box to synchronize the selected extension s voice mails with Exchange If in the Voice Mail Configuration screen you chose the Native VM Integration with Exchange 2007 option this check box is checked by default whether the selected mailbox is found in the Exchange or not To disable the selected extension s mailbox check Disable Mailbox 198 MAXCS ACM 6 0 Administration Manual Chapter 15 Extension Configuration See Setting E mail Messaging Options on page 81 and Microsoft Exchange Integration on page 353 SMTP POP3 Setting Email Name the user s e mail name without the domain The default e mail name is ext extension number that is the letters ext followed by the extension number For example the default e mail name for extension 2497 would be ext2497 e Retrieve Voice Mail by Email Client selected this sends voice mail to the user s e mail as an attachment Mail Forwarding Options e Enable Mail Forwarding selected the user s e mail will be forwarded to the e mail 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
568. voicemail playing order 199 VolP codec profiles 320 VolP bandwidth about 316 requirements 307 316 VolP channel usage 36 VolP configuration 307 VolP domain adding servers 333 335 extension scope 338 managing users 337 master 331 multi site creating 331 rejoining a server to 336 relocating extension 342 relocating extension using 27 344 synchronizing manually 347 system ID and 335 VolP menu 31 VolP network guidelines 307 VolP network management 315 VolP troubleshooting 427 W WAN bandwidth 307 router configuration 308 WAN router configuring 308 web IP calls 165 configuring incall routing 165 windows view boards trunks etc 32 work days setting up 51 Work Hunt Group Converter 396 Work Hunt Group Converter tool 396 workgroup adding a 265 answer handling 285 business hours 271 configuration 261 configuring basic attributes 265 converting to hunt group 396 incoming call handling 283 logging outbound calls 196 MAXCS ACM 6 0 Administration Manual 435 mail management 277 message notification 281 queue management 288 recording options 267 setup 265 single call handling 286 skill setting 273 status display 227 Workgroup button 31 workgroup queue agent pick up call 196 Workgroup View window 35 wrap up time setting 195 Z zero code suppression 124 Bell 124 GTE 124 Jam Bit 8 124 436 MAXCS ACM 6 0 Administration Manual
569. w Forwarding The Queue Overflow Forwarding options are for handling long queues or long wait times for callers When a queue exceeds a set number of calls or callers are waiting beyond a set length of time calls can be automatically forwarded to a voicemail box AA extension group operator outside number or application extension To set options for handling queue overflow 1 In the Queue Overflow Forwarding section set options for e Calls in queue exceed when the number of calls in queue are greater than the defined number new incoming calls will be overflowed to the defined target e Expected queue time longer than when the longest queue time is greater than the specified number of minutes new incoming calls will be overflowed to the defined target e Service level lower than this number is not a historical service level defined in the workgroup threshold This number is a real time queue service level RTSL calculated as follows RTSL 1 of queued calls exceed SL threshold Total calls in queue 2 Check the Enable Forward to check box and from the drop down list select the forwarding destination list to use if the queue length wait time or service level settings are exceeded If this option is not checked calls will go to the workgroup s voicemail MAXCS ACM 6 0 Administration Manual 289 Chapter 22 Workgroup Configuration Quit Queue Option The quit queue feature gives a caller the option of l
570. workgroup extension is busy If you do not enable busy call handling the caller simply hears a busy signal To enable the options select the Enable Busy Call Handling check box then select from the following forwarding options e Group Queue The caller will stay in the workgroup queue waiting for any agent to become available If there is no agent logged in at this moment the system will use Group Logout Handling to handle this call Group Voice Mail e AA forward caller to an auto attendant e Extension forward caller to an extension MAXCS ACM 6 0 Administration Manual 283 Chapter 22 Workgroup Configuration Group forward caller to another group Line Park forward caller to a Line Park group Forwarding All Calls When you do not want the workgroup to handle any calls check the Enable Forward To option in the Forward All Calls section of the Call Handling tab and select an option The forwarding options are as follows To Voice Mail To an Extension select an extension number in the drop down list To AA select the AA to use in the drop down list below 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 206 Also see Outcall to Cellular or PCS Phone Numbers on page 282 If y
571. x if you connect an AltiServ to a third party PBX via T1 or PRI trunk When this configuration is checked the system software will interpret the incoming ANI DNIS digit sequence as Caller s Extension Number and Target Extension Number An incoming tie trunk call will be routed to the target extension and all the Incall Routing rules will be bypassed If you do not check this box for system to system tie trunk the system will check the Ext DID DNIS Routing Caller ID Routing table first If there is no match the trunk incall routing rule will apply Note The Enable Tie Trunk field under Board Configuration gt Protocol needs to be enabled for T1 PRI tie trunks as well It will tell the system to transmit Caller s Extension Number and Target s Extension Number as ANI DNIS to the other system In case this is a T1 CAS which typically cannot 148 MAXCS ACM 6 0 Administration Manual Chapter 12 Trunk Configuration transmit any data to the CO the system will use DTMF as a way to transmit Caller s Extension Number and Target s Extension Number to the other side of the tie trunk Because the format is AltiGen proprietary you may have a problem if you enable this configuration when connecting to a non AltiGen PBX 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 Holiday
572. y can be configured by the administrator only Enter a valid number 0 9 or F Flash in the field below One use for this can be to tag a call with an account code by pressing one button For example entering F 321 in programmable key 1 will cause a connected call to be tagged with account code 1 F is for Flash 32 is the extension feature code and in this example 1 is the account code Account codes are set up in System Configuration Account Code tab Line Park when selected enter the Line Park line ID in the field below The user can press this programmable key to park a call or to retrieve a parked call Call Record when selected the user can press this programmable key to start conversation call recording This only works for extensions with Record on Demand selected in the Extension Configuration window WG Status 1P710 only When selected the user can press this programmable key to see the real time workgroup status callers in queue longest queue time number of callers who have waited longer than the service threshold and service level User Defined Default Allows the user to define the programmable key from the IP phone MAXCS ACM 6 0 Administration Manual 227 Chapter 17 AltiGen IP Phone Configuration e Headset Alti 1P 600 IP 705 When configured from the drop down list for programmable key 10 Alti 1P 600 or programmable key 5 IP 705 the IP phone user will be able to activa
573. y Relevant Audio Peripheral Activity Feature Profiles General NumberPlan Business Hours Holiday System Speed Call Restriction Name Number AltiGen Communications 918882584436 OK Cancel Apply Help 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 For example the phone number 914085551212 comprises 9 trunk access code 1 long distance prefix followed by 408 area code and then the seven digit telephone number Valid digits include O through 9 and comma The comma represents a one second pause when IP trunks are not used 54 MAXCS ACM 6 0 Administration Manual Chapter 4 System Configuration Editing Speed Dial Entries To edit an entry double click the number you want to work with or select the number and click Edit In the Speed Dial Configuration dialog box that appears edit the entry and click OK Speed Dial Configuration xi ID oo Name Number 918882584436 When entering speed dial numbers please include all necessary digits such as trunk access code long distance prefix and area code th
574. y creating a DWORD value called Polling Interval under the key HKEY_LOCAL_MACHINE SOFTWARE AItiGen Communications Inc AltiWare Exchl ntg 368 MAXCS ACM 6 0 Administration Manual Chapter 27 Microsoft Exchange Integration This DWORD value should contain the number of milliseconds between polling If this value is not present in the registry a default value of 60000 1 minute is used by the system For performance reasons you should not set this value to below 60000 To avoid Access Deny error while sending messages If you have applied Microsoft patch ms06 029 when an AltiGen PBX phone user attempts to send a message the user receives an Access Deny error This is because the patch changes the grant for the permission of Send As After applying the patch the Send As permission of each user needs to be granted to the account of altigen service explicitly You may have to restart the Exchange Server and AltiServ Notes e Prevent attempts by the Exchange Administrator Manager to use the existing service account for the AltiGen Exchange Integration Service Using the AltiGen service account will provide you an audit trail that is invaluable while troubleshooting e Depending on the number of voice mails you have on the AltiGen server the initial mailbox synchronization may take a long time For example if you have 10GB of voice mails on the AltiGen server and are enabling Exchange integration for all the mai
575. you can lock and unlock the extension force the user to change the password clear an attacked record and reset the status e Shows how many MaxAdmins are currently connected to the system By clicking Disconnect All you can disconnect all Admins from the local MAXCS system MAXCS ACM 6 0 Administration Manual 387 Chapter 29 Tools and Applications Launch the MaxAdmin amp Extension Security Checker from Start gt All Programs gt MAXCS gt Utilities gt MaxAdmin amp Extension Security Checker Number of Admin connections Automatically refreshes the display Fa AltiWare Admin amp Extension ecurity Checker m Altiware Admin Monitor Current Admin Connections 1 Disconnect All Warming It will disconnect all admir from local AltiWare m Extension List 7 of 262 exts are listed Vv Automatically refresh Ext Type Pot Pass FirstNa Last Forward Outcall Notif VM Call XFER INTL ONA No of Att 223 Physi 00 10 5 adp Enable 237 Virtual 5 Barbara Tyler 91 Enable La 257 Virtual 5 SDK APC Login 550 Unkn 5 Enable 580 Unkn 5 MeetMe Cen Enable 751 Virtual 5 Brian IPP 91 51 Enable 795 Physi 00 14 5 Telco Room Enable m Information of 237 r Show Unsecure Elements ie T Secure Pwd Internal Only t FF Unsecure Pwd 5 J Qutbound capable 7 Unsecure Pwd Outbound ia J7 Password Expired ros J Attacked
576. ystem Configuration window provides for configuring the MAXCS system wide settings To open the System Configuration window do one of the following Click the System Configuration button on the toolbar Select System gt System Configuration You can then work with the following settings each of which is accessed by a tab in the System Configuration window General setup system ID area code and number operator and manager extensions country distinctive ring conference call and system call park options Number Plan how the system responds to each first digit dialed Business Hours used by system functions Holiday how calls are routed on designated holidays System Speed speed dial numbers that can be used by all extension users Call Restriction prefixes to block toll call prefixes and call control Account Code tables for creating and removing account codes Call Reports CDR logging and data export Country Relevant settings for toll call prefixes and emergency numbers Audio Peripheral settings for music on hold system default prompts and overhead paging Activity settings for pre defined or customized activity codes Feature Profiles settings for extension feature profiles MAXCS ACM 6 0 Administration Manual 41 Chapter 4 System Configuration Setting General Parameters Use the General tab in the System Configuration window to set the system ID area code main number and country extensio

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