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ACC_Administration_M.. - AltiGen Communications Philippines, Inc.

1. 2 Mobile Exte 2 3 Mobile Exte 3 4 Mobile Exte 4 5 Mobile Exte 5 6 Mobile Exte E 7 Mobile Exte 7 8 Mobile Exte 8 9 Mobile Exte 9 10 Mobile Exte 10 11 Mobile Exte 11 12 Mobile Exte 12 il Reset Channel Reset Channel Group Board Configuration Reset Board Figure 2 Opening the Mobile Extension Board Configuration dialog box The Mobile Extension Board Configuration dialog box appears Mobile Extension Board Configuration MobileExt 04GYW00 m Mobile Extension m Mobile Extension Ports m Max Number of Extensions Caller ID Trunk Alloc Target MoHo 40 4 07 256 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 1 ho Gi 5 4 None 140898 40898 Shared None None ied We cre aS 5 None 172750 72750 Shared None None IV Use to Disconnect and then Get Dial 6 None 172774 72774 Shared None None Tone lt 1 5 seconds betwen two keys 7 104 dimmin 151050 51050 Shared 9037 9037 8 None 184566 8456 Shared None None gt Transmit Caller ID to MobileExt through PRI 9 172 TechS 140867 40867 Shared None None o A A 10 234 Marty 197254 97254 Shared None None Ed Send inbound ester of Extension Nu
2. gt Close MAXCS ACC 6 5 Administration Manual 335 Chapter 25 Enterprise VoIP Network Management The name of the server appears in the Location Name field and the name of your AltiGen product appears in the Switch Type field MAX Communication Server ACC or MAX Communication Server ACM The domain name is blank and the server role is currently Stand alone 2 Check the Allow this server to be added to domain check box 3 Enter a Domain Name and a Member Key The Member Key will be the security password when the Domain Admin adds this location into the domain 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 General Erea rom Doman Location Name alti_telecom Switch Type AltiWare ACM Domain Membership ES Allow this server to be added to domain Domain Name VoIPDOMAIN Member Key menea Domain Information Current Domain Name None Server Role Stand alone d Create domain and join as master 4 Click Create domain and join as master A dialog box opens Upgrade To Domain Lx Master IP Address This address must be reachable from other members oK F cancel 5 Enter the IP address of this system If this system has multiple IP addresses enter the one that can communicate w
3. Figure 12 We added our new dial plan named LeslieXiaSS to the list of associated dial plans 8 Click the UM Settings tab click Add and add your dial plan to the list of associated dial plans This completes all system wide settings in Exchange Server 2007 Configuring UM Settings for Each User With all system wide settings in Exchange Server 2007 complete configure the UM settings for each user MAXCS ACC 6 5 Administration Manual 387 Chapter 28 Microsoft Exchange Integration 1 In Recipient Configuration gt Mailbox select the user and select Enable Unified Messaging from the Actions pane KJ Exchange Management Console File Action View Help e gt am em E3 Microsoft Exchange El a3a Organization Config SF Mailbox YMDOM Enable Unified Messaging 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 can also manually specify an extension number and PIN Unified Messaging Mailbox Policy Lestiexiass Default Policy Browse Automatically generated mailbox extension Manually entered mailbox extension 1001 PIN Settings Au
4. 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 workgroup 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 ACC 6 5 Administration Manual 283 Chapter 22 Workgroup Configuration p Group List o General Group Member Mail Management Notification Call Handing Queue Management Number Name Departm 127 Member List Not Member List 131 170 SDK sup Number Status Name Number Name cal tela 763 Logn Scot SUN 162 Casey Green 567 epartm 797 Login Rolan 164 James Coucoulas 242 Remove gt 222 Thanh Quy Ngu Fiserv Ge 231 Shirley Sun 374 Credit Un Up pe cel pema 399 Sales Ov 740 Leslie Xia di Gener n oer sis Kick Bac 792 Etic Chunn 762 abc XY Login Now Logout Now When system is restarted group members Keep Login Status Y 4 gt dd a Add Delete A OK Comcel orv Help 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
5. 020060 SIP Tie 511 FE Schedule 1 020061 SIP Tie 511 020062 SIP Tie 020063 SIP Tie Fom iz00aM H Te fzo H 020064 SIP Tie 020065 SIP Tie E 02 0066 SIP Tie 02 0067 SIP Tie 02 0068 SIP Tie 020069 SIP Tie Fom zoa To fama y 020070 SIP Tie 02 0071 SIP Tie T Sched 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 From fizooam To fizoram 4 o GD co GD GD ED GD GD GD CO ED GD GD GD aD ED GD CD GD GD GD CO aD CO OD 0D 00 02 0080 SIP Trunk 6 02 0081 SIP Trunk 6 02 0082 SIP Trunk N Apply Ta 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 174 MAXCS ACC 6 5 Administration Manual CHAPTER 15 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
6. Zero Code Suppression None y CD Bits Handling set CD AB v TT System Clock Master Protocol OK Cancel Figure 7 Triton T1 configuration dialog box MAXCS ACC 6 5 Administration Manual 125 Chapter 11 Board Configuration Board Configuration TritonE1 4 GWoo Span 0 Status L1 failure lt No Signal LOS gt Statistics since Wed 05 31 06 10 15 09 Frame Errors D Line Code Errors 1493219 OOF Errors 0 Bit Errors 0 Rec Frame Slips 998 mt Frame Slips 1997 Frame Type Line Code NoCRC CRC4 C AMI HDB3 Zero Code Suppression None y CD Bits Handling set CD AB y J System Clock Master Protocol OK Cancel Figure 8 Triton E1 configuration dialog box Reading the Status Messages If the channel group is working the Status line displays OK This status line is updated every 3 seconds If there is an error a message is displayed The following table lists the types of error messages and the appropriate actions Error Message Meaning Action HW failure lt No Answer gt Major hardware problem Board is not responding to commands Reasons could be 1 DSP loading failure 2 If PRI board failed 1 Reset board 2 If error continues replace board HW failure lt No Clocks gt No clock signal is detected on T1 interface drop 1 Check MVIP clock 2 Reset board If this does not work replace boar
7. Boot Download PC Port VLAN 0 122 INACTIVE 9 X 146 INACTIVE 187 INACTIVE i NAT Setting 195 INACTIVE Debus 196 ACTIVE 705 I Enable Telnet J Enable Log NAT Status Disable 197 INACTIVE 199 INACTIVE T Dump Debug Trace 202 INACTIVE Password NAT Address 205 ACTIVE 710 ix 206 ACTIVE 710 TraceLevet gt gt 210 INACTIVE E Registry Keep Alive o gt 215 INACTIVE duration seconds 217 ACTIVE 710 Log serrar 0 0 0 0 223 ACTIVE 720 224 ACTIVE 720 m SIP Transport __ 3rd Party SIP Device 226 INACTIVE E 227 ACTIVE 710 I Persistent ILS I SRTP I Enable SIP Telephony Service ACTIVE INACTIVE Apply To Copy From Cancel Apply Help Figure 1 IP Phone Configuration window General tab The left side of the IP Phone Configuration window displays all the IP phone extensions that have been set up in the system The status Inactive means the Enable IP Extension box is checked for this extension in the Extension Configuration window but there is no IP phone logged in to the extension 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 configura
8. The Dialing Pattern tab should look as follows Out Call Routing Configuration E xj Route Definition Dialing Pattem Default Routes I Disallow this dialing pattem r Prefix and Digit Length Prefix E Pattern length including prefix 7 y 0 00 1 2 3 4 5 6 7 8 3 Route Priority 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 ACC 6 5 Administration Manual 191 Chapter 14 Out Call Routing Configuration 192 MAXCS ACC 6 5 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 amp on the toolbar e Select PBX gt Extension Configuration Note To set up an application extension see Application Extension Configuration on page 115 To set up an IP extension see Setting Up IP Extensions on page 225 To set up a mobile extension see Mobile Extension Configuration on page 243 Extension Configuration 100 Physical Agent p Agent Supervisor Extension Restriction Answering One Number Access Monitor List General Group Speed Dialing Mail Management Notification Ph
9. ie Hub Transport o 4DigitLxia64Bit 4 RDEXCH2K i NewUMIPG els Unified Messaging gh ETBALSIABABITDIALPL 4 RDEXCH2K7 pa i E aen ia E eem a H A Recipient Configuration E Mew UM Auto ai Toolbox General Subscriber Access Dial Codes Features Settings Dialing Rule Groups View gt Refresh In Country Region Rule Groups B HD Help Rid PER K 4DigitLxia64Bit Number Mask Dialed Number 5 3 2 Remove Local Call 9151 Dx iaa W i Local Call oa o Properties Local Call SRMEKEK ae Help wildcard mM International Rule Groups dp Add 7 Edit Number Mask Dialed Number Figure 17 Adding Dial Rule entries in the Dialing Rule Groups tab For a Dialing Rule Entry see Figure 17 the following are required Name Select a name of an existing dialing rule or if you want to create a dialing rule type the name of the dialing rule up to 32 characters text characters only This is the display name for the dialing rule that will be displayed in the Exchange Management Console Number Mask Define the number mask for the dialing rule A number mask is used to define the telephone number format that a Unified Messaging server will use to determine what outgoing telephone number it will dial for a user When an MAXCS ACC 6 5 Administration Manual 391 Chapter 28 Microsoft Exchange Integration outgoing call is made to a number that is matched by the number mask on the dialing rule the UM
10. AltiReport application that can report an agent s and workgroup s operation details including summary analysis and charting Advanced CallRouter a call handling application that matches incoming call data or collected digits against a 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 user or MaxAgent user to log in to a system as an IP extension IPTalk supports G 711 and G 723 1 codec only MaxInSight a workgroup performance application that provides call center managers and agents with the ability to track workgroup status and performance data from a wall mounted LCD panel or from their PCs MaxInSight includes the ability to see the following for single or multiple workgroups e Real time queue status e Real time workgroup resource status e Daily operation results e Trends of data over time SuperQ a Java based application designed to queue and distribute calls for call centers with workgroups located in different geographic locations or across multiple AltiGen servers SuperQ enables call centers to combine teams of workgroups from multiple locations into one virtual team VRManager al
11. 311 Configuration Guidelines for NAT 0 000 eee 312 Private Network Configuration Example 0000 eee eee 312 VPN Network Configuration Example 0000 eee ee 314 CHAPTER 25 Enterprise VoIP Network Management 200008 317 Understanding VoIP Bandwidth Requirements 000 0 eee eae 318 Opening Enterprise Manager 1 cee 319 Changing the Enterprise Manager Password saaa eee eens 321 Setting VoIP Codec Profiles ce ee 322 Assigning Codec Profiles to IP Addresses 0 cc es 326 Defining IP Networks 22 02 fhe Eee a a ee 328 Defining Your Network 2 ooo ooo 329 Configuring a Public or Intranet Pipe o ooo ooo 330 Configuring AltiServ Behind NAT 000000 331 viii MAXCS ACC 6 5 Administration Manual Defining the IP Dialing Table auaa naaa ee 332 The Multi site VOIP Domain saasaa aaa aa 335 Creating a Multi site VoIP Domain sasaaa a cee ee 335 Declaring Additional Servers for the VoIP Domain o aaa 337 Working with Servers in the VoIP Domain o ooo 338 Adding a Server to a VoIP Domain 0 0 eee 339 Rejoining a Server to the VoIP DoMain saasaa aaa 0 00 eee ees 340 Setting an Alternate Server for AltiGen IP Phones 341 Managing VoIP Domain Users 0c ee 343 PSTN Failover When the TCP IP Network is Down o o o 344 The Scope of an Extension in the VoIP
12. 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 hunt groups at all times Establishing Hunt Group Membership There are two ways to assign extensions to hunt groups 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 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 hunt groups the extension is a member of For this second method see Adding or Removing Group Assignments on page 203 The order in which you add extensions to a hunt group may affect the call distribution sequence See Setting Call Handling Options on page 262 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 54 256 MAXCS ACC 6 5 Administration Manual Chapter 19 Hunt Group Configuration To add extensions to a hunt group 1 Inthe Huntgroup Configuration window sel
13. Not selected the conference connection can continue between outside parties even after all internal parties have disconnected System Main Number 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 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 e Timeout Ring Back in Minutes e Play Greeting Phrase 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 ACC 6 5 Administration Manual 45 Chapter 4 System Configuration Parameter Description Operator Extension and Group Members Select the extension to be used by the system operator If the extension number you select is a workgroup or a hunt group me
14. TA ENGR20 DSP Clock 1154 Physical ld 7 Logical Id 19 Board Type Confiqure Typ y 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 The 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 122 MAXCS ACC 6 5 Administration Manual Chapter 11 Board Configuration Double click the board in the Boards window to open the Board Configuration window similar to Figure 2 on page 120 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 200 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 243 Board Configuration Triton8TLS 19GW00 r Board Info Board S N 507457 0870016 DSP Clock 200 Physicalld f Logical Id Ao Board Type onfigure Type yA Add Remove Mobile
15. You may see any of the following in the Scope column Global The extension has been published to all member systems within the same VoIP domain Every extension in the domain can dial and ring this number Local The extension has not been published to the VoIP domain Only extensions in the same system can dial and ring this number Not Found The extension is not a Global extension and is not created in the selected system as Local 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 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 The same extension number exists as a Global extension in one member system and as a Local extension in other systems The same extension number was created as a Global extension in different systems before the VoIP 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
16. m Caller ID Transmission Methods CID between 1st and 2nd ring C DT AS CID prior to ringing Dual Tone Alerting Signal as CAS m Line Disconnect Signal IV Enable Loop Current Break Loop Current Break Duration ms 1000 C RP AS CID prior to ringing Ring Pulse Alerting Signal as CAS M Transmit to phone dB Gain 3 2 1 0 1 2 3 m Receive from phone dB Gain 3 2 1 0 1 2 3 Figure 2 Triton Analog Station Line Properties dialog box Configure the following hardware extension specific features Parameter Description Caller 1D Signal Message format with which to send Caller ID Format information e None SDMF Single Data Message Format for supporting and sending a single data type such as phone numbers MDMF Multiple Data Message Format for supporting and sending multiple data types such as name and number information Default for US Canada installation DTMF Dual Tone Multi Frequency composed of high and low frequencies for touch tone dialing 200 MAXCS ACC 6 5 Administration Manual Chapter 15 Extension Configuration Parameter Description Message Waiting Signal Type Type of Message Waiting indicator for the phone set 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 Fla
17. m Workdays During Business Hours C ToExtension 100 y Fal 1 X a System Y 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 52 e During Business Hours 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 a Line Park line selected in the drop down list see Line Park Configuration on page 271 for more detail Route to the operator Outgoing Call Blocking n 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 MAXCS ACC 6 5 Administration Manual 173 Chapter 12 Trunk Configuration General In Cal Routing Out Call Blocking H323 Tie eae cs 01 0014 H323 Tie 01 0015 H323 Tie Trunk allowed for Outside Calls at Any Time 01 0016 H323 Tie a A 01 017 H323Ti Outside Calls Allowed According to the Following Schedules 01 0018 H323 Tie 01 0019 H323 Tie
18. Business Travel 6 Personal Time Off The remaining three activity codes 7 8 9 are not assigned and can be customized by the administrator To customize an activity code click the activity code and click Edit Edit Activity xi In the Edit Activity dialog box enter name of the Activity and click OK 68 MAXCS ACC 6 5 Administration Manual 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 Chapter 4 System Configuration AccountCode CallReports County Relevant Audio Peripheral Activity Feature Profiles Name Public Area AltiGen Voice Mail DT 44 login voice mail TT 14 personal options 2 Hea Usor Making Calls setting i 5 Inside Sales T 34 dial by name 6 Demo Ext TT 35 station privilege override JT 93 intercom call Answering Calls JT 29 individual call pickup TT 30 system call pickup T 31 personal call park TT 41 system call park 1 51 line park pickup T 81 hands free mode J 82 dial tone disabled mode r Call Management T 26 27 I 32 C 3 M 36 M 37 station logout station login enter account code do not disturb call forwarding remote call forwarding r Other Features I 12 language setting 38 outside call blocking J
19. C ok In the Invitation window you can then click the send ey 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 304 MAXCS ACC 6 5 Administration Manual 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 Email Template x Insert de You have been invited to attend a Voice Conference A 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 X OK J _ Cancel J 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
20. 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 VoIP hop off dialing to another system Assist T1 PRI tie trunk hop off to other system Assist system Zoomerang and client application dialing for example MaxCommunicator and MaxAgent 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
21. Description Program Use the drop down list to assign one of the following functions mable to the desired keys Keys e 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 key 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 for 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
22. MAXCS ACC 6 5 Administration Manual 135 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 00 gt B Channel 01 gt B Channel 02 gt B Channel 03 gt B Channel D4 gt B Channel 05 gt B Channel D6 gt B Channel 07 gt B Channel 08 gt B Channel 09 gt B Channel m Span type selection ISDN PRI setting C T1 CAS Switch mode AT amp T SESS PRI Channel associated signalling Regular ISDN PRI ISDN Numbering Plan D channel is the last channel B Channel Maintenance Message C Custom ISDN PRI lo Restart y Set D channel 19 B a IV Enable PRI Caller Name s annel 12 gt B Channel Ei O pnl NSF Network Specific Facilities 13 gt B Channel BOIE SERS Nono 14 gt B Channel 15 2 B Ehannsl eda diD PE TE Terminal endpoint identifier an on li A 17 gt B Channel baka a D E Default setting Recommended 18 gt B Channel pan 19 gt B Channel Manually setto 20 gt B Channel ls TF Enable Tie Trunk C Assigned by CO switch 71 gt R Channel T m PRI Calling Number Setting Carrier can accept any number Carrier can only accept Calling Number with minimum 7 v digits Carrier can only accept assigned numbers as Cal
23. 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 215 Also see Outcall to Cellular or PCS Phone Numbers on page 212 If you choose Outside Number select a trunk or route access code to use in the small drop down list on the left and type in the full prefix and phone number To Line Park if configured select a Line Park group configured in Line Park Configuration on page 271 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 El 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 w
24. 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 128 MAXCS ACC 6 5 Administration Manual Chapter 11 Board Configuration Option Notes System Clock Master You can set the System Clock Master f 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 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 e If two T1 E1 boards in the same MAX
25. recording 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 MAXCS ACC 6 5 Administration Manual 93 Chapter 7 Auto Attendant Configuration Action Description Adv System Allows outside caller to dial into the system enter a Call Back 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 See the discussion below on Collecting Digits Digits Adv Advanced When selected the system will hand over the call to Call Router 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 When selected the system will hand over the call to Application the APC Application Process Control SDK through Process Control an application extension as a control extension An SDK APC based applicat
26. select check box and configure the sequence according to Table 1 on page 428 In call signaling configure the in call signaling value according to Table 1 on page 428 corresponding trunk property Note Consult your CO to find out if caller ID digits are provided in the lines MAXCS ACC 6 5 Administration Manual 427 Table 1 Signaling values by country Country Signaling Values R2 For 3 digit DID For 4 digit DID For 5 digit DID For 6 digit DID For 7 digit DID For 8 digit DID For 3 digit DID For 4 digit DID For 5 digit DID For 6 digit DID For 7 digit DID For 8 digit DID 428 MAXCS ACC 6 5 Administration Manual Chile Nacional MFC Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits set to 113 6 set to 1113 6 set to 11113 6 set to 111113 6 set to 1111113 6 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 set to 115 K 36 set to 1115 K 36 set to 11115 K 36 set to 111115 K 36 set to 1111115 K 36 set to 11111115 K 36 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 se
27. 0210 2009 Start 03 05 PM Security Options A Require Conference Passcode A Announce Participant Name Passcode OK J Cancel 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 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 MAXCS ACC 6 5 Administration Manual 301 Chapter 23 Managing and Using MeetMe Conference Parameter Description Middle panel Options in the middle panel vary according to the frequency of the meeting See the sections below this table Require Conference 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 en
28. A Publish as a global entry O 132 3 f none v Overlapping ATGN SIP v Default Yes X 10060 v 10060 Cancel MAXCS ACC 6 5 Administration Manual 333 Chapter 25 Enterprise VoIP Network Management Define the attributes for the entry Parameter Description Server ID Server Name A unique dialing number to connect to the remote server The server could be AltiServ a 3rd party VoIP gateway or an AltiGen certified 3rd party VoIP device A descriptive name of up to 15 characters to identify the server This name may be used by Caller ID Server IP Address Remote Ext Length The remote server s address If the server has multiple IP addresses enter the one that other servers will use to communicate to this system 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 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 Dialing Scheme Overlapping ATGN allows the terminal to omit part of the digits required to complete a call while buffering the remaining digits This results in
29. Help Figure 3 Changing a virtual extension to a physical extension and setting the location Apply By clicking the Next or Prev button in the Location panel select the Logical Board ID of the MobileExtSP board and Logical Channel ID for this extension then click The new location is displayed in the Agent Supervisor Extension list Click the Line Properties button to configure the mobile PSTN number and other options for the mobile extension The ExtensionAnywhere Configuration MobileExtSP dialog box opens Alternatively from the Mobile Extension Board Configuration dialog box you can double click the mobile extension port to open the ExtensionAnywhere Configuration 248 MAXCS ACC 6 5 Administration Manual Chapter 18 Mobile Extension Configuration ExtensionAnywhere Configuration MobileExtSP 0 GWoo EG Port Number 7 Name User Name Target Phone Number fi 5105045858 Example 15102529712 m Incoming Caller ID Verification Caller ID 51 05045858 Example 5102529712 m Mobile Trunk Allocation Shared Group ID 000 X C Dedicated Mobile Trunk E J Disable Caller 1D Verification Phrase TF Press Any Key To Answer Call Y Play Phrase After Answered Phrase Number 9037 Y Play Phrase Before Dial Tone Phrase Number 93037 Apply to Cancel Figure 4 ExtensionAnywhere Configuration MobileExtSP dialog box Target Phone Number Enter the num
30. Logout Servers Codec User Department GlobalLCR Help About E Luguut Servers UUURES User Lepariment SUWA LUR mp au Silence Suppression B Enable G 711 G 723 Silence Suppression 6 729 Silence Suppression 6 729 AB with silence suppression G 729 A without silence suppression ems Codec Profile Table Profile Setting Name ALawTest Name ALawTest BroadVoice Default gt Exchange Codec 6 711 A Law v Fring pe ac 6 711 Jitter Buffer Range min 103 ms Max 100 ms 6711 Only a 6729 Prefer 6 723 Jitter Buffer Range Min 303 ms Max 4805 ms LinkSysPhone Vonage 6 729 Jitter Buffer Range Min 103 ms Max 480 ms Vosky 6 711 RTP Packet Length ms Go 3 6 729 RTP Packet Length ms Co O DTMF Delivery CRFC 2833 J SIP Early Media Enable gt SIP Transport Cupp A Add Remove Em Figure 1 Codec profile setting window in Enterprise Manager 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 xl Name My New Profile OK Cancel Name the new profile and click OK MAXCS ACC 6 5 Administration Manual 323 Chapter 25 Enterprise VoIP Network Management 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 Se
31. Pipe Coa t i i S x a Cox Ceancet 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 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 In the Public Pipe panel check the Enable 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 X Enable BandWidth For VOIP 52 kb Max G 711 Sessions 5 g Max G 723 Sessions a Max 6 729 Sessions firs Notes 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 330 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management e It is 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 to
32. Sales Group to an extension in Extension Configuration and that feature profile is subsequently deleted and a new feature profile is created that uses the same number for example 2 Marketing Group the extension will automatically be assigned to the new feature profile So it is important to note which extensions are assigned to certain feature profiles especially when adding new profiles or deleting old ones MAXCS ACC 6 5 Administration Manual 71 Chapter 4 System Configuration 72 MAXCS ACC 6 5 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 ACC 6 5 Administration Manual 73 Chapter 5 Media Server and Gateway Management Softswitch Server amp HMCP Media Server IP Gateway 1 OFFICE3G IP Gateway 2 OFFICE3G Figure 3 Mul
33. Set the Timeout to Repeat Current Level AA3 Test Line Loss x E O expand tree Test Line Loss Item jor 1 no action 2 no action Item Name Test Line Loss 3 no action 4 no action I Prompt phrase0990 a 5 no action 6 no action 7 no action 8 no action 9 no action 0 to operator repeat level A Ba Actions Level Repeat Current Level T 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 170 MAXCS ACC 6 5 Administration Manual Chapter 12 Trunk Configuration Trunk Configuration Card 0 Channel 16 x Pha General In Call Routing Out Call Blocking Location Access Code 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 Regular Trunk Calls Workdays During Business Hours ToExtension 798 Z
34. Static IP Address Logon IP Address 0 0 0 0 Home Media Server ID 01 X Enable 3rd Party Sip Devic C 7 Enable Fallback to Mobile 02 Mobile Extension Channel 13 000 bd Chapter 11 Board Configuration If you have two or more HMCP Media servers the system will provide failover in the event that one Media server is off line When the Home Media server for an IP extension is not available the media manager in the system will search available resources from other Media servers when that extension requests media service 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 MAXCS ACC 6 5 Administration Manual 145 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 name of the MAX board followed by xxyy T1 xxyy Logic Board Type Physical 1D o MAX1000R 0404 11 0404 T1 0 o i H323SP o 2 MobileExtsP o o 3 SIPSP o 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
35. 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 VoIP The intensive courses were developed under the guidance of the AltiGen corporate office with the help of dealers installers 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 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 handl
36. 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 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 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 Ctrl click and Shift click to select several trunks This applies changes to multiple trunks for only the attribute or option that you changed MAXCS ACC 6 5 Administration Manual 151 Chapter 12 Trunk Configuration ink Selections x Slot Channel Please Select the Trunks You Wantto Apply the Changes Loox J cea 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
37. Unified Messaging id Client Access UM Dial Plans Pilot Identifier i New UM Dial Cn Hub Transport E FP Ixia64bit RP New UMIPG e Unified Messaging P Default Hunt Group 4DigitLxia64Bit bl q Server Configuration Bi Test E164LXIA64BITDIALPLAN 5000 JA New UM Mail E Recipient Configuration amp Toolbox Ixia64bit Properties x B New UM Auto View E Refresh Y 2 Help Ixiab4bit General Status Enabled Modified Friday January 09 2009 2 37 38 PM vel New UM Hunt P Disable after FP Disable imme IP Address 2 Remove 10 a Properties Example 192 168 10 10 EJ Help C Fully qualified domain name FQDN gt gt gt Example smarthost company com IV Allow outgoing calls through this UM IP gateway Figure 15 Allowing outgoing calls through the UM IP gateway MAXCS ACC 6 5 Administration Manual 389 Chapter 28 Microsoft Exchange Integration 2 Set the Dial Code in your dial plan fj Exchange Management Console oO xj Eile Action View Help gt am em BS Microsoft Exchange ee BE Unified Messaging 2 objects Erie obo Cenfiguration UM Dial Plans UM IP Gateways UM Mailbox Policies UM Auto Attendants Unified Messaging oi Client Access UM Dial Plan Digts Associated UM Servers Asse j New UM Dial G ena EIEE r TEE T RENE Sis E Recent coporatn pi S Toolbox TR New UM Auto Features Settings Diali
38. You can set various mailbox capacities with the following options Parameter Description Max Number of Maximum number of messages stored in the user s mailbox Messages 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 Maximum length of voice messages in minutes The range is Length 1 30 minutes with a default of 5 minutes Retention Length Number of days saved messages are archived by the system of Saved The range is 1 90 days with a default of 60 Messages 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 Extension Configuration 100 Virtual Agent Supervisor Extension Restriction Answering One Number Access Monitor List General Group Speed Dialing Mail Management Notification Virtual Fron m Message Notification r Notify this extension Virtual Jimm G z 107 Virtual Jane None TF when emergency number has been dialed 109 Virtualf amp SDK Urgent Voice Messages
39. e 4ESS Framing e Super Frame SF D4 Extended Super Frame ESF recommended 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 ACC ACM 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 ACC 6 5 Administration Manual 443 Service Parameters Request Information for El To subscribe to El service certain parameters are required to establish service The information provided below identifies the recommended and supported parameters for E1 service When ordering E1 service provide the following service request information Equipment Information 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 ETSI NET5 recommended e NT DMS 100 Framing
40. e No CRC recommended e CRC4 Line Coding e Alternate Mark Inversion AMI HDB3 recommended Physical Termination e RJ 48X or RJ 48C Wire e 4 wires E1 Channel Assignment e Data Channels Assignment ist 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 444 MAXCS ACC 6 5 Administration Manual APPENDIX Network Ports If MAXCS 6 5 is behind a firewall NAT router you need to open TCP and UDP ports according to the following table For external VoIP connection through a firewall TCP UDP Remote AltiGen IP phone IPTalk to phone service 10032 10060 10064 5061 Extension Global Appearance 10066 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 ar
41. for installation configuration and administration of a MAXCS ACC system Another manual the MAXCS Extension User Guide covers the MAXCS ACC end user features and functions such as call handling and voice mail Related Publications Related publications include Hardware Telephony Manual MaxCommunicator Manual MaxOutlook Manual MaxAgent Manual MaxSupervisor Manual AltiConsole Manual CDR Manual AltiGen IP Phone User Manuals MAXCS ACC 6 5 Administration Manual 1 2 MAXCS ACC 6 5 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 IP enabled and modular call centric businesses are protected against growing out of their investment Technology Enhancements in Release 6 5 The following enhancements have been made to MAX Communication Server Release 6 5 SNMP Management Feature MAXCS i
42. lextl O0 altigen com Cancel Figure 1 Voice Mail Configuration Messaging tab Help Setting Message Notification Retries When a message is sent to a user s voice mailbox and outcall notification is configured the system will try to call a phone number pager or an extension to deliver notification You can set the retry setting for the notification as follows Parameter Description Maximum Retry Can be between O and 16 This is the number of Count 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 Retry Interval in The number of minutes between retry attempts Minutes Five minutes is the minimum and 60 minutes is the maximum interval allowed Choices are in 5 minute increments The default is 5 minutes 82 MAXCS ACC 6 5 Administration Manual Chapter 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 r
43. or DNIS number displayed on a phone set Conversation Recording an extension user can record a conversation to voice mail or with the appropriate license to a central folder Dialed Digit Translation allows the administrator to select a single dialed digit that can be assigned to route a call to any destination 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 specifi
44. overview 99 multiple languages storing 100 PSTN failover configuring 344 public pipe 328 configuring 330 Q quality of service QoS 307 queue announcement 293 queue management for huntgroups 265 for workgroups 293 queue overflow routing 294 queue phrase options 293 queuing control basic 293 Quick Access toolbar 33 quit queue 294 R Read Config tool 419 Realtime Transport Control Protocol RTP RTCP definition 453 recorded announcements 65 recording auto attendant phrases 97 configuring call 108 configuring on trunk 155 file description 107 messages 83 multiple gateways 109 personal options 198 remote shared directory 109 requirements 107 recording options for workgroups 282 Recording Seat license 198 282 Recording Session license 198 282 recording tone 199 282 redirect IP phones when server MAXCS ACC 6 5 Administration Manual 459 down 350 redundancy 355 redundancy configuration 355 refresh enterprise configuration 354 refresh interval 40 rejoining a server to VoIP domain 340 relocating domain extension 348 relocating domain extension using 27 350 remote IP phones behind NAT 447 remote locations 334 repair product 450 replicate from domain 354 report cumulative IP traffic statistics 372 system summary 371 Report menu 33 reports call logs 60 reports system 355 371 373 requirements CPU memory HDD 23 rerouting outgoing calls 344 reset board button 121 Reset button 36 37 resetting
45. per agent basis Auto Attendant AA Features The AA features provide quick and courteous processing of all incoming calls An AA can be configured to serve as a primary attendant or as a backup to a receptionist AA features include Dial By Name allows a caller who does not know your extension number to spell your name using the telephone key pad The system will search the Directory and make a match on the name to connect the caller to the intended party s extension 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 d
46. 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 jsmithOthecompany 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 hunt groups using Apply to Parameter Description Announce 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 45 Play the Newest Voice Selected new voice mail will be retrieved first When Message F
47. 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 ACC 6 5 Administration Manual 49 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 Extension Groups Members Non members 2000 2500 Dialed Number 911 Up Translate To 919495550911 C Manipulation Down Down Number of digits deleted from head jo gt Digit prefix inserted to head JT Allow emergency number notification Cancel Apply Figure 4 Extension Call Routing To set up an Extension Dialed Digit Translator entry 1 Select Extension Dialed Digit Translator from the Select Digit Translator drop down l
48. you can assign a hunt group or a workgroup to an extension in the Extension 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 If a 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 262 for details MAXCS ACC 6 5 Administration Manual 203 Chapter 15 Extension Configuration To remove a group assigned to a physical or virtual extension 1 Click the group number in the Member list 2 Click the Remove button The group moves to the Not Member list Note You can use Shift click and Ctrl click to select more than one group Setting Wrap up Time You can set the Wrap up Time for the selected physical agent extension This option doesn t appear for a virtual extension or a non agent extension 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 MaxAgent 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 d
49. you must reboot both primary and secondary systems to make the changes take effect The correct order for rebooting is 1 Shut down the standby system 2 Shut down the active system 3 Start the active system 4 Start the standby system Alternatively if it s necessary to shut down both systems you can disable the Automatic switch over feature and then it doesn t matter in what sequence the systems shut down and boot up Be sure to enable the automatic switchover feature on the standby system after both systems have started Configure Only on Active System If you want to configure the system you must use MaxAdministrator to log onto the active system If you log on to the inactive system the following message pops up Only Redundancy and Board Configuration can be configured on the inactive system 368 MAXCS ACC 6 5 Administration Manual Chapter 26 Redundancy Configuration MaxAdministrator MaxAdministrator and configurations are not allowed to be changed by an The server which you connected with is not the active system inactive server except Redundancy and Board Configurations Figure 7 Message from inactive system In MaxAdmin dialog boxes that are invoked from the following locations are for board level configuration e Boards View Line Properties on the General tab of Extension Configuration Trunk Properties in the General tab of Trunk Configuration Some board level con
50. 002 SALESMAN Active AltiWare System ID Country Code Area Code 4 Domestic Call Prefix International Call Prefix Extension Length Global Extension Re routing R Re route outgoing calls when SIP tie trunks are unavailable PSTN Number for Re routed Incoming Calls 5979000 AltiGen IP Phone Redirect Global Extension Only ae DO B Enable Redirection to Alternate Server AVE gt Alternate Server Nit 00 Add Remove Current Active Server setas Master Launch Admin 320 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management Click a tab to view or configure settings on that tab Information on a tab is related to the selected server Click buttons in the toolbar to perform configuration tasks Click a column heading to sort by that column Configuration Buttons Servers button displays the VoIP domain name servers in the system and server ID length Lets you add remove servers and change the VoIP domain master Lets you re route outgoing calls of global extensions and redirect AltiGen IP phones Displays the configuration and informational tabs listed in the next section Codec button lets you configure individual codec profiles silence suppression codec jitter buffer range RTP packet length DTMF delivery enable disable SIP early media and SIP transport User button displays information about extensions in the VoIP domain and lets you change an extension to globa
51. 02 0083 SIP Trunk not ready 02 0084 SIP Trunk not ready 4 gt atus Ready SMOR ON COR 0 Conn Operator ON Line Disk Usage 59 97 Wed b ar 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 import and export an extension list shut down all services and exit e System Opens windows where you can configure system settings gateway management voice mail auto attendants multilingual support conversation recording and application extensions and redundancy 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 32 MAXCS ACC 6 5 Administration Manual Chapter 3
52. 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 B Channel 17 gt B Channel 18 gt B Channel 19 gt B Channel 20 gt B Channel 21 gt R Channel gt Span type selection C TICAS Channel associated signalling a Regular ISDN PRI D channel is the last channel Custom ISDN PRI Set D channel cH 23 B Channel Logical Interface ID Controlled by D chan on Board ID Span ID J Enable Tie Trunk ISDN PRI setting Switch mode N z PRI y ISDN Numbering Plan B Channel Maintenance Message Restart v V Enable PRI Caller Name NSF Network Specific Facilities None v TE Terminal endpoint identifier Default setting Recommended C Manually setto C Assigned by CO switch Figure 9 T1 PRI Protocol Configuration dialog box top half Protocol Configuration CH gt Type 00 gt CAS 01 gt CAS 02 gt CAS 03 gt CAS 04 gt CAS 05 gt CAS 06 gt CAS 07 gt CAS 08 gt CAS 09 gt CAS 10 gt CAS 11 gt CAS 12 gt CAS 13 gt CAS 14 gt CAS 15 gt CAS 16 gt CAS 17 gt CAS 18 gt CAS 19 gt CAS 20 gt CAS 21 gt CAS zl Figure 10 Selecting Span Types Span type selection Channel a
53. 100 Eng 00 0004 idle O 110 Sale 00 0006 idle O 130 MkT 02 0058 10 10 1 22 idle O 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 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 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 ACC 6 5 Administration Manual 227 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 2 Enterprise Manager Codec ETE 9 gt 5 as Dal Logout User Department GlobalLCR Heip About Servers Silence Suppression 1 Enable G 711 0 723 Silence Suppression 0 729 Silence Suppression 0 729 AB with silen
54. 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 MAXCS ACC 6 5 Administration Manual 211 Chapter 15 Extension Configuration Setting the Type of Notification There are three options for sending the notification or reminder message phone pager or extension 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 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
55. 3 IP Phone 4 and IP Phone 5 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 314 MAXCS ACC 6 5 Administration Manual Chapter 24 Network Configuration Guidelines for VoIP 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 VoIP session bandwidth usage QoS if the IP WAN network provides QoS Quality of Service it should be configured to honor VoIP RTP packet transmission An easy example for a VPN resolution is with the Linksys EtherFast VPN 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 0 which can access the VPN P Corporate Network tunnel at the corporate network Al Remote Secure Group Subnet IP Subnet Mask specifies the remote 192 168 2 0 255 255 255 0 network which can access Branch Offic
56. 5 Administration Manual Chapter 30 Tools and Applications CHAPTER 30 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 MAX Communication Server ACC ACM Under Gateway Tools e AltiGen Board Test e CT Bus Test Tool formerly MVIP Test Tool e Gateway Configuration Tool Under Utilities e ACC ACM Backup and Restore Utility e MaxAdmin and Extension Security Checker e Start and Stop All AltiGen Services e Trace Collector e Voice File Converter Read Config In addition on the Services gt Utilities menu in MaxAdmin e Work Hunt Group Converter utility Export and Import extensions utilities 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 Board memory from host or from both host and DSP DSP internal memory from host or from both host and DSP FMIC connection and data memory from host NVRAM from host 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 ACC 6 5 Administration Manual 407 Chapter 30 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 t
57. 53 Agent Desktop Application MaxAgent 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 performance 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 MaxSupervisor 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 ACM 276 MAXCS ACC 6 5 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 ACM Support advanced reporting application AltiReport ACM When an agent extension is configured to a workgroup the following agent states are tracked and reported Unstaff The agent s extension becomes a virtual extension Basically this agent does not have a phone associated with the extension Logout The agent s ext
58. 6 set to 111113 6 set to 1111113 6 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 set to 115 K 36 set to 1115 K 36 set to 11115 K 36 set to 111115 K 36 set to 1111115 K 36 set to 11111115 K 36 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 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 dig
59. 711 A Law e Prefer G 711 A Law support G 711 Mu Law In Enterprise Manager click the Servers button gt IP Codecs tab Three local IP address ranges are pre configured to use the G 711 codec profile e 192 168 0 0 192 168 255 255 230 MAXCS ACC 6 5 Administration Manual Chapter 16 Setting Up IP Extensions 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 For local IP phone deployment If your local IP address is not in the pre configured range you need to add the local IP address range into the IP Codec setting Otherwise the system will use the Default Prefer G 723 1 support G 729 setting for your IP extensions For remote IP phone deployment If you do not enter the remote IP phone s IP address into the IP Codec table the system will use the Default Prefer G 723 1 support G 729 setting You can change the Default to Prefer G 729 support G 723 1 if desired To set up the VoIP codec and define IP address ranges see Setting VoIP Codec Profiles on page 322 and Assigning Codec Profiles to IP Addresses on page 326 MAXCS ACC 6 5 Administration Manual 231 Chapter 16 Setting Up IP Extensions 232 MAXCS ACC 6 5 Administration Manual CHAPTER 17 AltiGen IP Phone Configuratio AltiGen manufactures a series of IP phones The system administrator can control and progr
60. ACC 6 5 Administration Manual 267 Chapter 20 Paging Group Configuration Group List General Group Member Number Name Group Information 554 First Name Outside LestName Sales Password Description Remote IP Users 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 3 Check the Global Group check box if you want this group to be visible to other gateways 4 Click OK Add New Group x Input number 664 IV Global group Please enter a valid 3 digit long number Cancel 5 In the Group Information field type in the following First Name and Last Name of the paging group each with a maximum of 32 characters 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 268 MAXCS ACC 6 5 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 Ctrl click to select several extensions from the list 2 Click the Add button to move them to the Member li
61. Activity Feature Profiles Meir Super User AltiGen Voice Mail _ Other Features i V HH login voice mail IV 4412 language setting lt _ 1 limited I 14 personal options 38 outside call blocking 2 Public Area I 39 operator offline a OND seth Making Calls M 44 overhead paging 5 Insi de Sales IV 34 dial by name V 45 overhead paging by trunk 6 Demo Ext J 35 station privilege override V 46 group paging 7 93 intercom call JV 53 outgoing workgroup V 54 login workaroup All feature codes are enabled by default Lastly the extension user must have a feature profile assigned to him that includes 12 This is done on the Extension Configuration 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 a A Description Tech Writer Language Default Language Feature Profile 3 Super User IV Enable Dial By Name IV 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 langu
62. 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 Select the extension in the User list The Relocation panel shows where the extension is located 2 From the To drop down box select a different system for the extension 3 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 wi
63. Configure Forwarding Notification and Reminder Call to an Outside Number IV Allow Outside Caller to Make or Return Calls from within YM System Allow Outside Caller to Make or Forward International Calls from within YM System Allow Calls to be Transferred or Conferenced to an Outside Number 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 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 m
64. 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 8 Work Hunt Group Converter Workgroups and hunt groups are listed on the left side of the window member agents and non agents are listed on the right side The Work Hunt Group Converter can be used to convert Agent to Non Agent If an agent belongs to any workgroup it cannot be converted to a non agent 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 announce
65. 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 Trunk Dialing Scheme Overlap or En bloc dialing 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 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 MAXCS ACC 6 5 Administration Manual 153 Chapter 12 Trunk Configuration Note For IP tie trunks use the IP Dialing Table in AltiEnterprise Manager to set the dialing scheme AltiEnterprise Manager is available by selecting VoIP gt Enterprise Network Management or from the Windows Start menu e 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
66. Enables remote users Offers routing service Symantec AntiVirus R Enables starting proc Stores security inform Monitors system secu Supports file print a Provides Manages access to s Enables discovery of Provides realtime vir ations Monitors and maintain Event propagation an Symantec Network Dr User account manage Settings storage and Symantec SPDOC Tracks system events Performs system rest Enables s Provides Telephony A Enables a remote use Allows multiple users t Provides Telephony A Provides support to h Manages and impleme Enables Windows bas Manages audo devic Provides network add Provides image acquis Adds modifies andr Provides a common in Status Started Started Started Started Started Started Started Started Started Started Started Started Started Started Started Started Started Startup Type Manual Automatic Automatic Manual Manual mandar Automatic Manual Automatic Manual Disabled Automatic Automatic Automatic Automatic Automatic Automatic Manual Manuel Automatic Automatic Automatic Manual Manual Automatic Manual Automatic Automatic Automatic Automatic orilla Manual Automatic Automatic Automatic Manual Manual Automatic Log on Local 5 Networ Local Sa t If they are not started right click on each service and choose Start Have them
67. For analog and IP phones the administrator can select what information is to be displayed Phone Display Number Line Caller Number v Name Line IP Phone Caller Name 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 Caller Number e Caller Name DNIS Number e DNIS Name e IVR Data e User Data Note For most phones the number line can only display a number Ifthe Number Line is set to Caller Name DNIS Name User Data or AA Data the phone may display Unknown on the number line Alti IP 600 and IP 705 Phone Display Notes For the Alti IP 600 and IP 705 the Name Line displays caller information under the following conditions If Name Line is set to Caller Name it will display caller name 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 DNIS Number it will display the DNIS number If there is no number information Unknown will be displayed Configuring Group Options
68. ID Number field allows only 0 9 hyphen and asterisk For example both 5102529712 and 510 252 9712 are acceptable e The Caller ID Name is the nature of the numb descriptive and optional it can be used to remind you about er 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 click Delete 176 MAXCS ACC 6 5 Administration Manual Chapter 13 In Call Routing Configuration Defining Caller ID Routing After adding an entry you define it by first selecting it in the list When you select an entry its name and other defined attributes if any appear in the fields of the tab You can edit any of these attributes For each number you can set routing for three distinct time periods defined in the Business Hours tab see Setting Business Hours on page 52 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 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 53 Business Hou
69. 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 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 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 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 Router 2 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 Internet Another MAXCS can make an H 323 IP call to this MAXCS by calling the public IP address of the MAXCS which is 169 254 101 2 MAXCS ACC 6 5 Administration Manual 313 Chapter 24 Network Configuration Guidelines for VoIP VPN Network Configuration Example Connecting to MAXCS w
70. 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 a dial plan in Exchange In the Exchange Management Console go to Organization Configuration gt Unified Messaging and click New UM Dial Plan A Y aa New UM Dial Plan E New UM Dial Plan New UM Dial Plan Completion This wizard helps you create a UM dial plan for use by Microsoft Exchange Unified 4 Messaging dial plan is a grouping of unique telephone extension numbers Name e Lesiexias9 The digit length you Number of digits in extension numbers enter must match 4 the digit length of 7 After you create a new dial plan the dial plan must be added to one or more UM extensions In servers before it will be used MAXCS Help Back Cancel Figure 8 Creating a new UM dial plan In this example the name of the dial plan is LeslieXiaSS 2 Enter a name for the dial plan and length of extension numbers The digit length must be the same as the extension number length in MAXCS Then click New When you create a dial plan a default UM Mailbox Policy is created automatically and associated with the dial plan see Figure 9 384 MAXCS ACC 6 5 Administration Manual Chapter 28 Microsoft Exchange Integration File Action view Help e m em E3 Microsoft Exch
71. Layer 2 managed switch MAXCS ACC 6 5 Administration Manual 307 Chapter 24 Network Configuration Guidelines for VoIP e The NetFilter driver is installed in the MAXCS server side For the IPTalk client the NetFilter driver will be installed only when the QoS and 802 1p function are enabled with the IPTalk integrated setting Ethernet II Framing Header The Ethernet II framing header is defined as follows with 802 1Q VLAN tag and 802 1p priority bits Destination MAC Source MAC TPID EtherType 6 bytes 6 bytes 2 bytes 3bits 1bit 12bits For 802 1Q VLAN tagged Ethernet frame the Tag Protocol Identifier TPID or Ethernet Type is set to 0x8100 The next 16 bits defines the VLAN and QoS bits e Priority Code Point PCP a 3 bit field which refers to the IEEE 802 1p priority It indicates the frame priority level from O lowest to 7 highest which can be used to prioritize different classes of traffic voice video data and so on Canonical Format Indicator CFI a 1 bit field If the value of this field is 1 the MAC address is in non canonical format If the value is O the MAC address is in canonical format It is always set to zero for Ethernet switches e VLAN Identifier VID a 12 bit field specifying the VLAN to which the frame belongs A value of 0 means that the frame doesn t belong to any VLAN in this case the 802 1Q tag specifies only a priority and is referred to as a priority tag A value of hex FFF is re
72. List 7 of 262 exts are listed 3 Virtual 5 Barbara Tyler 91 237 257 Virtual 5 SDK APC Login 550 Unkn 5 580 Unkn 5 MeetMe Cen 751 Virtual 5 Brian IPP 91 751 Physi 00 14 5 Telco Room Enable Enable Enable Enable Enable Enable IV Automatically refresh Ex Type Por Pass FirstNa Last Forward Outcall Notit VM Call_ XFER INTL ONA No of Ate 223 Physi 00 10 5 adp La m Information of 237 Unsecure Elements Forward T91 237 Calls can be redirect to Outside Number by Forward ONA Notification and Remind Call Refresh Information on the selected extension Figure 7 MaxAdmin amp Extension Security Checker Checking Extension Security r Show I Secure Pwd Intemal Only I Unsecure Pwd 5 P Outbound capable Ay I Unsecure Pwd Outbound E I Password Expired L T Attacked a J Locked I Password Match 34538 Security characteristics to check Generally an extension is considered secure if its password meets the following conditions 412 MAXCS ACC 6 5 Administration Manual e Contains 4 8 digits Chapter 30 Tools and Applications e Is different from the extension e Is different from the default system password Does not consist of consecutive numbers Does not consist of a repetition of the same digit To check extension security 1 Select the sec
73. 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 MAXCS ACC 6 5 Administration Manual 199 Chapter 15 Extension Configuration Setting the Line Properties For a physical extension you can configure hardware options on the port used for the extensions To do so select the extension number in the list of extensions then click the Line Properties button to open a dialog box that is specific to the board used for the extension 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 Analog Line Triton12E 1 GW00 Span 0 Channel 0 E xj Caller ID Signal Format MDMF y Message Waiting Signal Type FSK SDMF y Flash Duration ms 85 750 v Ringing Frequency Hz 28 X
74. MAXCS ACC 6 5 Administration Manual 455 call recording configuration 107 call reports 60 call reports external 62 call restrictions 57 214 call restrictions extension 214 call routing 173 call screening 221 call waiting distinctive 208 distinctive tones 286 multiple 218 call waiting tones distinctive 259 call waiting setting options 218 callback interview 295 callback number 208 259 286 caller ID 15 collecting 162 caller ID routing 176 business hours profile 177 holiday profile 177 caller ID verification 221 calling numbers PRI configuring 136 calls blocking all outgoing 59 capacities 18 card logical ID 36 CDR 60 Centrex transfer 154 changing password 31 changing scope of extension 346 channel 37 channel group info 121 146 channel information discovering 149 channel mapping list 121 channel number 36 channel service unit installing 137 child windows 34 client licenses assigning 40 CO switch 135 code access 152 area 152 codec profile assigning to IP addresses 326 inter gateway setting 328 codec profiles setting 322 collecting caller ID and DID digits 162 collecting digits in auto attendant 94 collecting trace 414 conference bridge option 45 conference call two types 297 configuration 214 audio peripheral 64 extension 193 firewall 311 huntgroup 253 IP dialing table 332 line park 271 music on hold amp recorded an nouncements 65 out call routing 181 overhead paging 67 paging group 267 se
75. Monitor List General Group Speed Dialing Mail Management Notification Physicalf4ge Glasgow C Physical Pedro Sa C 1D Name Number Add PhysicalfAge Kelly Pina C Physicall ge Victor Shih C Delete Virtual Agent Jorge Go Virtual PhysicalfAge Susan C C Physicalf4ge JonZhang Virtual TwoT wo IP Agent Gl Juan Do C IP Agent Gl Maria Alv Virtual Edit Add Del DK Cancel Apply Help Figure 4 Extension Configuration Speed Dialing tab MAXCS ACC 6 5 Administration Manual 205 Chapter 15 Extension Configuration Editing Speed Dial Entries To add or edit an entry 1 Double click the Station Speed ID number you want to work with or select the number and click Edit Or click Add to add an entry A dialog box appears Speed Dial Configuration xi 1D 00 y Name atic en Communications Number fi 95102529712 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 Cancel 2 Select the ID number using the drop down arrow type in a name for the Speed Dial entry then the full number as you would dial it with a maximum of 20 digits per entry For example the phone number 914085551212 comprises 9 trunk access code 1 long distance prefix followed by 408 area code and finally the s
76. Only F when unusual call activity has been detected 110 Physical Sale 00 06 C AllVoice Messages 112 Virtual Gl Trai 114 Virtual GL Jimm m Notification or Reminder Message by Calling a 120 Virtual Satis 124 Virtua Wor Phone Pager Extension Any Y 130 Virtua Dep For Phone and Pager options choose the trunk access code from the drop down list and 152 Virtual Acc enter the number in the edit box e g 14155551212 155 Virtual Gl 3T 157 Virtual Gilb 161 Virtual Phili 163 Virtual Bob 165 Virtual Bob 172 Virtual TS t r Send Notification or Reminder Message 180 Virtual Gl Jerry cE j 181 Vitual Rola E z alioli is Miss El de g fo 3 Seconds after Answered 197 Virtual Bill s 201 Virtual Leo r Schedule 202 Virtual Gl Moni VE are 204 Virtual Tas Non Business Hours 209 Virtual Matti CO From 2 00 AM 210 Virtual Tec 212 Virtual Jam Any Time Virtual Tem A nias Add Apply To Cancel Apply Help Figure 6 Extension Configuration Notification tab MAXCS ACC 6 5 Administration Manual 209 Chapter 15 Extension Configuration Individual users can also configure Message Notification within the AltiGen client applications MaxCommunicator and MaxAgent Note You can use Apply to to apply notification settings to one some or all extensions See About the Apply To Button on page 194 for more information on using Apply to Setting the Message Ty
77. Park Configuration Line Park Member Extensions Configuration Eg Members Non members Jane Green TS Product 1 2603 Benny Blue 1234 sixfive workwork The name of the 2605 Irene Indigo 2001 Joe Schmo 2609 Running Bear Link Park Group 2002 Tweedle Dee selected group 2003 Tweedle Dum 2004 Boris Karloff 2005 Lon Cheney 2222 TS Product 2 2601 Lucy Gold 2602 John White 2604 Vicky Violet 2606 Olivia Orange 2607 Yolanda Yellow 2608 Flying Eagle 2610 White Dove 2611 Itchy Brother 2612 Biggy Rat 2613 Yogi Bear 2614 BooBoo Bear 2615 2616 APPLY OK Cancel Figure 2 Configuring a Line Park group s member extensions appears here Te t Line 1 REMOVE gt Select members for this Line Park group from the Non Members list and click the Add button to move them to the Members list Members of a Line Park group can use their MaxCommunnicator or MaxAgent applications to see and pick up calls parked for this group Any extension can park a call to any group Any extension can pick up a call from any group using 51 followed by the line park location if allowed by MaxAdmin configuration 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 Play rin
78. SF Superframe Format 128 shared mobile trunk setting 249 signal channel about 138 signaling protocol Ti 161 silence suppression 324 single call handling 265 292 single call waiting 218 SIP Early Media 325 SIP TCP protocol 332 SIP tie trunk properties setting 156 SIP transport options 326 SIP transport ext assignment vs codec profile 327 460 MAXCS ACC 6 5 Administration Manual SIP trunk properties setting 157 SMTP service 85 SMTP POP3 setting for extension 208 speed dial station 205 speed dialing configuration 55 SQL 62 start AltiGen services 414 static noise test tool 408 station speed dialing 205 statistics VoIP traffic 39 status bar 34 stop AltiGen services 414 Stop Switching Service 41 stop start MAXCS services 41 subscribing to service 441 Superframe Format SF 128 switchover to alternate server 342 350 synchronizing VoIP domain servers manually 354 system business hours 52 call restrictions 57 country relevant 63 distinctive ringing 45 e mail 85 extension length 47 home area code 45 main number 45 messaging 81 numbering plan 46 summary report 371 work days setting 53 system call park 45 system clock master 129 system data backup 409 restore 409 system hang test tool 407 System ID 44 System menu 32 system reports 355 371 373 T T1 channel assignment 442 signaling protocol 161 subscribing to service 441 types of registered services 442 T1 E1 troubleshooting 137 T1 E1 clock 12
79. Select the pattern you want to delete and click the Delete button 186 MAXCS ACC 6 5 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 If a 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 to have the same group of trunks belong to different routes Each route may have a different digit manipulation rule 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
80. 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 Adding HMCP licenses or changing assigned numbers does not require restarting the AltiGen switching service 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 IP 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 t
81. Span 0 Status OK m Statistics since Thu 06 22 06 10 50 14 gt Frame Errors o Line Code Errors 0 OOF Errors 0 Bit Errors 0 Rec Frame Slips 0 mt Frame Slips 10 NoCRC C CRC4 C AMI HDB3 Frame Type Line Code Zero Code Suppression None y CD Bits Handling set CD 4B y TT System Clock Master Protocol OK Cancel Figure 1 Physical Layer Consult your CO for Frame Type Line Code or Zero Code Suppression Do not check the System Clock Master check box because the CO is a clock provider and the AltiGen system is synchronized to the CO If all configurations are correct the status should be shown as OK as in Figure 1 3 Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window Protocol Configuration PR SAt Span type selection E1 R2 setting iy gt Ds a ENCAS Switch mode Channel associated signalling China R2 China R2 C Regular ISDN PAI D channel is the 16th C Custom ISDN PRI Mexico R2 DTMF Set D channel NONE B Channel IM Enable PRI Caller Name ar ngs E oca nedece ID laa NSF Network Specific Facilities None z Controlled by ESA 16 gt System Data D chan on Board ID in TEI Terminal Griet identifier 17 gt CAS Default setting Recommended 18 gt CAS SpaniD satan 19 gt CAS i Wanually setta 20 gt CAS Enable Tie T
82. 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 MAXCS ACC 6 5 Administration Manual 257 Chapter 19 Hunt Group Configuration 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 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 p Group List General Group Member Mail Management Notification Call Handling Queue Management Number Name Departm I Disable Mailbox SMTP POP3 Setting 170 SDK sup E mail Name Jext127 JT Retrieve Voice Mail By E mail Client 200 CallCent 230 Departm E z 5 240 test shirley Mail Forwarding Options 250 Departm FF Enable Mail Forwarding Delete Messages After Forward y 252 Demo w n 560 Test Shir Forward E mail dd 270 Departm 300 DA test 2 450 M ak on Message Playback Options 567 IV Announce Message Sender before Playback FF Announce Time Stamp before Playback M Confirm Callback Number I Enable Distinctive Call Waiting Tone FP Pl
83. 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 TritonIP12PT is a Triton board with 12 IP ports 34 MAXCS ACC 6 5 Administration Manual Chapter 3 Getting Around MaxAdministrator 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 Boards A E Logical ID Board Type PhysicalID H323SP MobileExtSP SIPSP HMCP Triton12E Triton12E Triton12E Triton12E Triton12E Triton12E Triton12TGSLS Triton12E Triton12E TritonIP30PT TritonIP12PT TritonPRI a p HEBSCmNanaAwWnNRO Roa A Ww ou Figure 3 Boards window 0 0 0 o Gwoi 6 Gwo2 5 GWO2 4 GwWo02 30GWO2 2 Gwo2 1 GWO2 00GWO2 7 GWO2 8 GWO02 10GW0O2 O Gwo2 2 Gwo2 Double click a board to opena configuration window for that board Click on any column heading to sort by
84. 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 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 Last Diagnosis Time Diagnose button The last time the Diagnosis button was clicked Use this button to 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
85. UK Ireland ETSI British Telecom ISDN None 30 USA Bellcore TR 1268 Restart and Service USA Canada AT amp T TR 41449 41459 440 MAXCS ACC 6 5 Administration Manual Restart 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 Information for T1 To subscribe to T1 service certain parameters are required to establish service The information provided below identifies the recommended and supported parameters for T1 service When ordering T1 service provide the following service request information Equipment Information PBX Manufacturer AltiGen Communications Inc 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 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 ACC 6 5 Administration Manual 441 DNIS Caller ID DTMF Dual Tone Multi Frequency Physical Termination RJ 48X or RJ 48C Wire 4 wires 800 Service You decide Termination Impedance 100 ohms Type of Register
86. When an extension is added to a member system this extension can be propagated to other networked systems in the VoIP domain automatically This extension is recognized as a remote extension by other systems When a call is made to a remote extension it is redirected to the remote system over IP automatically Note No virtual extension configuration is needed to forward the call The VoIP domain uses the User directory combined with the IP dialing table to resolve multi site routing MAXCS ACC 6 5 Administration Manual 343 Chapter 25 Enterprise VoIP Network Management 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 PSTN Failover When the TCP IP Network is Down Enterprise call routing works with a SIP tie trunk but at times the TCP IP network may be down To provide failover for these times you can assign a PSTN number to each MAXCS in Enterprise Manager The default PSTN number is the main number of each MAXCS site To enable global extension rerouting 1 In Enterprise Manager click the Servers button and then the Information tab 2 In the Global Extension Re Routing panel check Re route outgoing calls when SIP tie trunks are unavailable 3 Enter a PSTN number in the PSTN Number for Re routed Incoming Calls field if diffe
87. a Meeting The meeting host and the MaxAdmin Admin 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 current meeting is terminated MAXCS ACC 6 5 Administration Manual 305 Chapter 23 Managing and Using MeetMe Conference Joining a Meeting Users calling from an extension can join a meeting by dialing the MeetMe Conference extension number Users calling through a trunk must first dial the company number then the MeetMe Conference extension number Users are prompted to dial the meeting number If the meeting has not yet started the user hears an appropriate message and can try again later If a passcode is required the user is prompted to enter the passcode 306 MAXCS ACC 6 5 Administration Manual CHAPTER 24 Network Configuration Guidelines for VoIP Real time applications such as voi
88. a as a ee a ge a te ee 176 Adding and Deleting Caller ID Route Entries o ooooooo oo 176 Defining Caller ID Routing aaa es 177 DNIS ROULING se or ar sees dee a ae aes wo eee EM ge ace ie eee ee a 177 Adding and Deleting DNIS Route Entries 0 000s 178 Defining DNIS Routing su iori ae eee e a es 178 CHAPTER 14 Out Call Routing Configuration 000 eee eee ee 181 Configuring Out Call Routing o o e ee 182 Working with Route Definitions o oo 183 Setting Default Routes oo ooo 184 Working on Dialing Patterns ooo e 185 Configuration Example Solving 10 digit Dialing 188 Resolving Dialing Delay for Non USA Canada Countries 190 CHAPTER 15 Extension Configuration 1 1 000 eee eee ee 193 About the Apply To Button 1 0 0 e 194 Setting Up Extensions sei a ee ae he ee ee a es 194 Setting Personal Informati0N o ooo e 195 Accont Code aii A A Oe AT 197 Call Recording Options ooo a ee 198 Physical Location and Type 1 2 00 eee ee ee 199 Setting the Line Properties ooo 200 IP Extension Configuration 0 00 a ee 201 Phone Display Options 0 00 es 202 Configuring Group Options for an Extension o oooooo cocos 202 Setting up Station Speed Dialing o o 205 Setting the Mailbox Options
89. 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 54 MAXCS ACC 6 5 Administration Manual Chapter 4 System Configuration Add Holiday Holiday Thursday February 02 2006 y KE February 2006 Description Sun Mon Tue Wed Thu Fri 29 20 3 1 3 5 6 7 8 39 10 11 12 13 14 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 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 specify 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
90. add or delete a hunt group assign a group name password and DID number Group Member add or remove members from hunt groups 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 hunt groups 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 254 MAXCS ACC 6 5 Administration Manual Chapter 19 Hunt Group Configuration Setting Up Hunt Groups Set up new hunt groups in the Huntgroup Configuration window To add a hunt group 1 Click the Add button under the Group List The Add New Group dialog box opens Add New Group x Input number 404 T Global group Please enter a valid 3 digit long number Cancel Type in a group number for the hunt group 3 Check the Global group check box if you want the group to be visible to other systems within the VoIP domain See Enterprise VoIP Network Management on page 317
91. age A Ea a E A 367 Getting Notified When the System Switches Over o oooooooooo 368 Maintenances s erea a y a A ed a A 368 Bootup Shut Down Procedures ssaa a aaa aa a es 368 Configure Only on Active System auaa a 368 LIMIEIAONS lt A A A ay as 369 CHAPTER 27 System Report Management 0000s e ee eee 371 System Summary Report sasaaa cee ee 371 IP Cumulative Traffic Statistics o ooo 000 a eee 372 Resetting Cumulative Statistics 0 ooooooo ooo 373 MAXCS ACC 6 5 Administration Manual Using SNMP ia dci oe ow Boe GWG Pee bee A Vee an ke 373 SNMP Management Console auauua aa a ee 373 Configuring MAXCS for SNMP 0 0 ooo ooo 373 List of Traps Sent ereget ee a Bl dee ee e a ea aa 375 CHAPTER 28 Microsoft Exchange Integration 000 cece eee ooo 377 REQUIFEMENTS i4 on Bee i oh ae dete a ited BAe Se ead 377 When You Install MAXCS 2 000 ee 378 Exchange Integration Configuration Steps 0 000 eee ees 381 Additional Steps for Bridged Access and Native VM Integration aasa cc a 384 Configuring UM Settings for Each US er ooo oooooo oo 387 Configuring for Out Calling from UM o o ooooooooooooo ooo 389 Configuring in MaxAdmin o o 393 When You Create a New Mailbox User ooo oooooo 396 Testing for Synchronization a a maui eai eiere ia e a ee 396 Troubleshooting Tips aa ea ca aaae aaa a e ee 396 Notes io rita aor
92. 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 system for One Number Access Message Notification Zoomerang Call Forwarding and so on to a cellular 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 If the carrier of the outside phone number cannot provide an answer supervision signal check this option and set a delay time Default 5 second
93. are setting up a redundant system On the next screen you can select the components to install Multi Gateway Softswitch System Installation These are the components you have to choose from MAXCS ACC 6 5 Administration Manual 25 Chapter 2 System Requirements and Installation MAX Communication Server ACC 6 5 InstallShield Wizard xi Setup Type Multi Gateway Softswitch System Installation ALTIGEN COMMUNICATIONS Components to be installed Y Softswitch including YM and Enterprise Manager M HMCP Media Server IV Gateway InstallShield 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 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 esp
94. 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 ACC 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 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 MAXCS ACC 6 5 Administration Manual 97 Chapter 7 Auto Attendant Configuration 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 them in the C PostOffice phrases LangCustom directory on the gateway that is run
95. between Line Park and system call park are the following A Line Park ID can be assigned to a specific IP phone s programmable key the system call park cannot Line Park IDs can be grouped as a Line Park Group for call routing purposes the system call park ID is assign by the system automatically 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 Extensions can be assigned as members of Line Park Groups allowing the extension users to see and pick up a parked call from those groups in the LinePark tab of their MaxCommunicator or MaxAgent 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
96. board Additionally if the board is a resource board VoIP 12 port VoIP 30 port Triton resource board 30 party conference board resetting it will disconnect all calls that use the resource 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 necessary a message will pop up telling you so Using the Triton Resource Board The Triton resource board requires no configuration Board resources are available when the board is installed The resource board has a maximum of 12 bridges for 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 pu
97. boxes with associated Exchange mailboxes are switched to Exchange 2007 Extensions that do not have an Exchange mail box are treated as mailbox disabled Users with an Exchange account press to log in to the Exchange 2007 voicemail box The system establishes a voice stream to the Exchange 2007 mailbox through a SIP connection To turn on the message waiting light on the desktop phone and allow AltiGen CTI client applications to manage voice mails the voicemail files are replicated back to MAX Communication Server When a voicemail file is heard marked save or deleted from an AltiGen client application the voicemail attribute is changed in the Exchange 2007 server accordingly Limitations e Personal options usually invoked by pressing 4 on the AltiGen Voice Mail System menu must be invoked by pressing 14 The following AltiGen voice mail functions are not supported activity greeting voice mail distribution list voice mail out call One Number Access is not available If you select this option enter the DNS name of the Exchange server in the Exchange 2007 Unified Messaging Server field do not enter the IP address Exchange 2003 2007 Client Access Server Enter the DNS name of the Exchange 2003 2007 Client Access Server Exchange 2007 Unified Messaging Server Enter the DNS name of the Exchange 2007 Unified Messaging Server Setting E mail Messaging Options To use the MAXCS e ma
98. call to these channels or extensions will follow busy call handling rules e If a SIP channel is involved in a call and a resource channel in the local gateway is allocated the call will not be kept e After switchover disconnection is the only action available to calls that remained connected Users cannot transfer conference park start recording and so on e If a connected call does not hang up within 30 minutes after switchover happens the call is reset by the standby server The value of timeout can be changed in the registry The path is HKEY_LOCAL_MACHINE SOFTWARE AItiGen Communications Inc AltiWare and the key name is RedundCallConnectTimeout After changing the timeout value you must restart the server to apply the change Requirements for Other System Components This section lists firmware and software requirements MAXCS ACC 6 5 Administration Manual 357 Chapter 26 Redundancy Configuration Firmware Requirement IP phone firmware 2x86 or above is required for a MAXCS 6 5 redundancy system Software Requirements Some system components must be installed on separate servers This section discusses Voice Mail service voice recording storage location CDR Logger CDR database Enterprise Manager and other applications Voice Mail and Voice Recording Voice Mail Voice Mail service should be installed on a separate server If Voice Mail is installed on the primary Softswitch when the primary Sof
99. can dial 93 Global Ext to intercom a Global extension through a SIP tie 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 MaxAgent 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 MaxSupervisor 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 MAXCS ACC 6 5 Administration Manual 17 Chapter 1 Overview All workgroups a supervisor is monitoring are displayed in a single view making it easy to see what s happening in all groups at once e A graphical view trend lines displays workgroup statistics to help make better staffing decisions e Supervisors can check workgroup voice mails without needing a separate license or needing to log in as an agent
100. click and Ctrl click to select several extensions 3 Click the Add button between the columns to move them to the Member list Note If the workgroup pilot extension is configured to Ring All Available Members the maximum number of members is 20 See Setting Call Handling Options on page 289 for details 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 In 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 e Keep Login Status all group members retain their original login status for that group prior to restart default setting All Logout all group members are logged out of the workgroup when the system is restarted 284 MAXCS ACC 6 5 Administration Manual Chapter 22 Workgroup Configuration 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
101. connection test tool 408 online help 33 operating systems supported 21 Operator Extension 46 operator group 46 out call routing configuration 181 configuring 182 default routes 184 dialing delay 190 dialing pattern tips 187 dialing patterns 185 example configuration 188 overview 181 route definitions 183 out of sync 354 outgoing call blocking 173 outgoing calls blocking all 59 overhead paging 67 overlap dialing 153 334 P packet length 324 packets lost 39 packets sent 39 pager notification 261 288 paging 67 trunk configuration 153 paging group configuration 267 password changing 31 extension 195 PBX menu 32 personal call recording options 198 phone display options 202 phone number trunk 153 phrase management for auto attendant 96 physical extension 194 ping to check connectivity 453 pipe intranet 328 intranet configuring 330 public 328 public configuring 330 playback message 208 259 286 playing music from a file 66 PM schedule 53 POP3 service 85 port number 36 ports TCP and UDP 445 Postmaster Extension 86 prefix system prohibited 58 prefixes setting toll call 63 press 0 option 208 287 press any key to answer call 250 PRI channel assignment 443 subscribing to service 443 PRI calling numbers configuring 136 PRI ISDN numbering plan configur ing 134 private network defining 329 product repair 450 prompts converting 418 greeting and update 66 in other languages 99 multilingual
102. discussed here are different from the extension distribution lists which are configured through the phone sets or the MaxCommunicator or MaxAgent 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 Service 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 86 MAXCS ACC 6 5 Administration Manual Chapter 6 Voice Mail Configuration Defining a Distribution List 1 On the Voice Mail Distribution List tab select an ID 00 99 in the System Distribution List 1D 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 M
103. 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 configuration MAXCS ACC 6 5 Administration Manual 403 Chapter 29 TAPI Integration 1 Begin by setting up at least one contact In Microsoft Outlook select Go gt Contacts Outlook Today Microsoft Outlook 4 Calendar Ctrl 2 8 Contacts Ctri 3 Ctrl 4 Ctrl 1 J Inbox 10 d Unread Mai 24 For Follow Up E Sent Items Ctrl 5 Ctrl 6 Ctrl47 Ctrl 8 Ctrl 3 Inbox 10 LG Junk E mail A Outbox 3 Sent Items LA Spam 3 LU Search Folders Click the New Call button on the menu bar The New Call dialog box opens 3 In the New Call dialog box click Dialing Options to configure the Dialer to use an extension The Dialing Options dialog box opens Dialing Options
104. e The network of the active system disconnects and Automatically assume control when active system is not available is selected in the Redundancy dialog box of the standby system see Figure 2 on page 359 How Calls Are Affected When Switchover Occurs When system control switches from the active to the standby system it affects calls in the following ways e A direct connected call is kept except in the case of shutdown or restart like extension A calls extension B and is connected All other calls are disconnected for example conference calls silent monitor barge in and coaching calls parked calls queued calls and calls in music on hold APC calls paging In voice mail a Zoomerang call is kept but you cannot go back to VM In those direct connected calls if one or both sides uses an H 323 channel it will be reset after switching over MAXCS 6 5 redundancy supports e Analog Ext Trk to Analog Ext Trk Analog Ext Trk to T1 E1 PRI e Analog Ext Trk to SIP Ext Tie Trunk e T1 E1 PRI to SIP Ext Tie Trunk e SIP Ext Tie Trunk to SIP Ext Tie Trunk e Mobile Ext to Analog Ext Trk e Mobile Ext to T1 E1 PRI e Mobile Ext to SIP Ext Tie Trunk e The connected trunk and extension channel shows in use in the standby Softswitch until it is disconnected CDR is dropped for all calls including connected calls e Recording stops After switching channels and extensions that were connected still have busy status and a
105. exceeded If this option is not checked calls will go to the workgroup s voicemail Quit Queue Option The quit queue feature gives a caller the option of leaving 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 e 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 e Group select a workgroup from the drop down list e 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 215 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 294 MAXCS ACC 6 5 Administration Manual Note Chapter 22 Workgroup Configuration return phone number unless instructed 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 Callback Interview the System will record the caller s call
106. 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 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 SIP Source Port Used by UDP only Choose the SIP source port SIP Destination Port Used by UDP only Is 10060 by default 334 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management Parameter Description Publish as a global If you are adding a system or 3rd party VoIP device entry that is not part of the VoIP domain but you want it to be seen by all servers in the domain check this box The entry will appear as Global in the Type col
107. file extension is txt To export the extensions in a MAXCS system 1 Go to Services gt Utilities gt Export Extensions The Export Extensions dialog box opens 422 MAXCS ACC 6 5 Administration Manual Chapter 30 Tools and Applications Export Extensions l Save exported file as Explore Fields in ACMAdmin Ext Number First Name Last Name Ext Description DID Number Transmitted CID E911 CID Enable Dial by name Enable Intercom Enable IP Extension Agent Tenant Type Scope Agent Seat ial x Select All Clear All Export 2 Click the Explore button and specify a name and location for the csv file you re about to create 3 Check the fields you want to export Use the Select All and Clear All buttons to select or clear all the check boxes Note You must export the extension number field 4 Click the Export button to save the extension configurations to a csv file A progress bar shows you the progress of the export When the export is complete a dialog box pops up to let you know how many extensions were exported Editing a csv File If you edit a csv file All fields must be separted by a and all the records must be divided by pressing the Enter key The first line must be a pre defined field name such as First Name If the field name doesn t match a pre defined field name the field is skipped during an import operation e The sequence of the columns doesn t
108. for more information 4 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 Information 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 5 J K L j k 1 9 W X Y Z w X y Z MAXCS ACC 6 5 Administration Manual 255 Chapter 19 Hunt Group Configuration 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 e Description describe the purpose of this hun
109. from the Group List Workgroup Configuration 127 Group List General Group Member Mail Management Notification Call Handing Queue Management Number Name Departm T Disable Mailbox 127 131 r SMTP POP3 Setting 170 SDK sup EmailName feti2 7 I Retrieve Voice Mail By E mail Client 241 testWG 250 Departm 567 Mail Forwarding Options 742 I Enable Mail Forwarding 370 FiserGr 34 Credit Un Forward E mail Addr j 399 Sales Ov 410 IT Work 7 481 Ben ER r Message Playback Options 545 Kick Bac IV Announce Message Sender before Playback 762 abc XY I Announce Time Stamp before Playback M Confirm Callback Number I Enable Distinctive Call Waiting Tone I Play the Newest Voice Message First Capacity Press option Max Number of Messages 100 Forward the call when caller press 0 Mailbox Size fo H me while listening to group greeting Max Message Length 5 3 min Forwardto Operator h Retention Length of Saved 60 day s 9 Z Voice Mail Access Option I Enable agents to access voice mailbox of workgroup A Add Delete y Carosi aes Hep Figure 4 Workgroup Configuration Mail Management tab Note You can use Apply to to apply mailbox settings to one some or all workgroup Disabling a Mailbox When you disable a mailbox the normal greeting is played but callers cannot leave messages Setting E mail Options On the Mail Management tab you can set the e mail
110. gt Line Park Configuration MAXCS ACC 6 5 Administration Manual 271 Chapter 21 Line Park Configuration Groups gt Member Lines m Member Extensions Sut Member List Non member List stem lt Add Remove gt m Park by System Play greeting phrase to caller when parked phrase0400 y Play once C Repeat every 120 seconds Play ring back tone to caller when parked J Enable Timeout fi 20 4 seconds Timeout forward to Jaa y v m Park by Extension User J Play greeting phrase to caller when parked Py Play once Repeatevery 60 seconds I Enable Timeout 120 seconds Timeout option Forward to the extension that parked the call Y Disable ring tone on IP phone when parked by extension IV Allow 51 to pick up line parked call Add Delete DK 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 2 Entera name in the Add Line Park dialog box and click OK 3 Select line ID numbers from the Non Member List and click the Add button to add them to the Member List 4 To assign extensions to a group select the group and then click the Configuration button below the Member Extensions panel 272 MAXCS ACC 6 5 Administration Manual Chapter 21 Line
111. have service level threshold setting Does hot 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 ACC 6 5 Administration Manual 253 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 200 Global x Group List General Group Member Mail Management Notification Call Handling Queue Management ai r Group Information Depar First Name CallCenter Last Name Test 5 tea sh Pee DID Number gt 260 Test 5 n 2 270 Depar TF Enable Dial By Name Service 300 Date Description 450 Marke r Call Restriction T Allow Calls to be Transferred or Conferenced to an Outside Number TF Allow User to Configure Forwarding Notification and Reminder Call to an Outside Number T Allow Outside Caller to Make or Retum Calls from within Group s VM System TF Allow Outside Caller to Make or Forward International Calls from within Group s VM System Add Delete Apply to Cancel App Help Figure 1 Huntgroup Configuration window Overview of Huntgroup Configuration Window These are the tabs in the Huntgroup Configuration window General
112. 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 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 ACC 6 5 Administration Manual 175 Chapter 13 In Call Routing Configuration Caller ID Routing When an incoming call comes
113. inbound calls answered within SLT Total WG inbound calls Customize use the check boxes to enable at least one of the following three options Answered Calls within 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 MAXCS ACC 6 5 Administration Manual 281 Chapter 22 Workgroup Configuration Workgroup Recording Options The system administrator can specify the following workgroup call recording options for a workgroup 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 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 107 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 Record on demand to central location records calls on demand which are saved to a central location defined in Recording Configu
114. 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 configuration 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
115. 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 195 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 60 MAXCS ACC 6 5 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 System Configuration EI General Number Plan Business Hours Holiday System Speed Call Restriction Account Code Call Reports Country Relevant Audio Peripheral Activity Feature Profiles Log Service N
116. 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 MAXCS ACC 6 5 Administration Manual 37 Chapter 3 Getting Around MaxAdministrator Call Log View Window The Call Log View window displays the line and trunk traffic history Prints selected If Call Log iew log entries Caller Callee Length 111 101 00 48 12 Clears the Bi 101 00 12 44 window of all B11 101 00 00 58 data Bi 101 00 02 12 B11 101 00 00 40 Bio 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 View Oy x 103 Cust Figure 7 Workgroup View window This window displays the following data Extension the workgroup pilot extension number Name the workgroup name Agents the number of agents assigned to the workgroup Login the number of agents logged into the workgroup Available the
117. length of digits 4 Assign the Dial Entry to mailbox Policies Go to UM Mailbox Policies select the mailbox that users belong to open the Dialing Restrictions tab and assign the rule group you just created 392 MAXCS ACC 6 5 Administration Manual Chapter 28 Microsoft Exchange Integration 4 Exchange Management Console jo x Eile Action View Help m 2m E3 Microsoft Exchange E Unified Messaging 2 objects less Organization Configuration co 3 ES Mailbox UM Dial el UM IP Gateways UM Mailbox Policies UM Auto balou Unified Messaging 2 Client Access l5 New UM Dial Cn Hub Transport m AA Default P 4DigitLxia64Bit E New UMIPG ei Unified Messaging JQ E164LXIA64BITDIALPL E164LXIA64BITDIALPLAN 7 J Server Configuration je New UM Mail E a Recipient Configuration 4DigitLxia64Bit Default Policy Properties x a New UM Auto En Toolbox _ iaa General Message Text PIN Policies Dialing Restrictions View Refresh IV Allow calls to extensions B Help Select allowed in country region rule groups from dial plan 4DigitLxia64Bit D ela Add TEE 2 Remove Local Call Properties EJ Help Select allowed international rule groups from dial plan ep Add Figure 19 Assigning dial plan to mailbox policy After you configure the UM mailbox to use a dialing rule group the dialing restrictions that are configured apply to all UM enabled users who are a
118. link 6 For users whose voice mails will be integrated with Exchange check Assign Exchange Integration License on the Extension Configuration screen s Mail Management tab see Figure 7 Make sure that the E mail Name field contains alphanumeric characters only and does not contain other characters such as spaces or periods Extension Configuration 1002 Eg Agent Supervisor Extension Restriction Answering One Number Access Monitor List General Group Speed Dialing Mail Management Notification Physical Leslie Xia Disable Mailbox IV Assign Exchange Integration License 1002 IP Michael SMTP POP3 Setin E mail Name ferti 002 J Retrieve Voice Mail By E mail Client r Mail Forwarding Options 1003 Virtual Bill Lu 1004 Virtual Bill Gates 1005 Virtual Michael 1100 Physical Leslie 2h 11m Phusical kenlhd I ii Figure 7 Assigning the Exchange Integration license to a user Note Each user needs to access their mailbox once via an e mail client Outlook Outlook Express Outlook Web Access before synchronization will start working for that user This is all you need to do if you selected the Synchronize with Exchange 2003 2007 option in the Voice Mail Configuration Screen If necessary see Testing for Synchronization on page 396 and Troubleshooting Tips on page 396 MAXCS ACC 6 5 Administration Manual 383 Chapter 28 Microsoft Exchange
119. location will also 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 36 MAXCS ACC 6 5 Administration Manual Chapter 3 Getting Around MaxAdministrator Trunk View Window The Trunk View window displays the status of all assigned trunks lf Trunk View A x Location Status Duration 00 0016 idle 00 0017 dle 00 0018 Channel Physical Location 00 0019 Channel Properties Right click a trunk to display its physical location or to open a trunk line LA properties window specific 00 0021 to the selected trunk 00 0022 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 ogical 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 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
120. matter MAXCS ACC 6 5 Administration Manual 423 Chapter 30 Tools and Applications 424 MAXCS ACC 6 5 Administration Manual APPENDIX E1 R2 and El 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 El 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 In the next Board Configuration window select El as the configure type and click OK EZ m Board Info Board S N 13742TE150122 DSP Clock 200 Physicalld 4 Logical Id 2 Board Type Configure Type El X da es ____ 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 properly Continue to follow the steps below to re check your settings for the physical layer data link layer and signaling layer 2 In the Board Configuration window double click the channel group to open the Channel Group Configuration dialog box MAXCS ACC 6 5 Administration Manual 425 Channel Group Configuration TritonE1 1 GWoo
121. measuring Rx level 168 trunk configuration 149 Trunk Monitor Enable option 223 trunk properties H323 tie setting 156 SIP trunk setting 157 SIPtie setting 156 Trunk View window 37 150 trunks paging 153 setting attributes 152 Triton Analog trunk GS LS prop erties setting 164 Triton T1 E1 trunk properties setting 161 unavailable 149 using Apply To button 151 trunks tie enabling hop off 59 U UDP ports 445 AltiServ behind NAT 332 UDP ports and firewall 311 unanswered calls 264 handling 218 291 uninstalling MAXCS 28 unusual voice mail activity notifica tion 210 update prompts 66 user defined 240 users managing VoIP domain 343 vV View menu 33 view window call log 38 View windows 34 virtual extension 194 voice poor quality 453 Voice File Converter 418 voice mail configuration 81 distribution lists 86 messaging 81 mobile extension 250 setting notification 209 synchronizing with Exchange server 207 voice mail activity notification un usual 210 voice mail activity unusual setting parameters for notifica tion 211 voice mail playing order 259 286 voice quality and WAN bandwidth 328 voicemail playing order 208 VoIP codec profiles 322 VoIP bandwidth about 318 requirements 310 318 VoIP configuration 307 VoIP domain adding servers 337 339 creating multi site 335 extension scope 344 managing users 343 rejoining a server to 340 relocating extension 348 relocating extension using 27 35
122. of VM server and Enterprise Configure the new address on the VM server and the Enterprise server VM Server If the address of the Softswitch is changed you need to configure the new address on the VM server so that the VM server can connect to the correct softswitch Do this using the Voice Message Server Utility Run AltiServ exe VMMonitor exe to launch the utility shown in the following figure MAXCS ACC 6 5 Administration Manual 365 Chapter 26 Redundancy Configuration Click the Configure button beside the Current Server Address field to change the address Enterprise Server If the address of the Softswitch is changed you need to configure its new address on the Enterprise server so that the Enterprise server can accept the new Softswitch connection To do so 366 MAXCS ACC 6 5 Administration Manual Chapter 26 Redundancy Configuration 1 From the Start gt All Programs menu select AltiGen Java Services Loader gt AltiGen Java Services Manager The default password is 22222 5 01x Action 00003 General Log On Name Description EnterpriseService AltiGen Enterprise Service Display Name EnterpriseService vMSarvice A iGen Voice Message Servi nescaotion AltiGen Enterprise Service Service URL file IV IAMServDINA classes Configuration URL Startup Type Manual Automatic Disabled Service Status STARTED e 6 Ew C z Start Parameters Start se
123. on page 64 Setting a custom configuration in the Queue Management tab involves selecting other available phrases from the drop down lists Depending on how long the caller is in the queue the caller will hear phrases 1 5 in order after which phrase 5 will be repeated For information about creating custom phrases see Auto Attendant Configuration on page 89 266 MAXCS ACC 6 5 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
124. 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 Enable Distinctive Call Waiting Tone 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 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 Press 0 Option This option allows a caller to press 0 while listening 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 or Line Park When the caller presses 0 the call will forward to the specified destination 208 MAXCS ACC 6 5 Administration Manual Chapter 15 Extension Configuration Setting Mailbox Capacities
125. oooooooo 279 Setting Call Restrictions o oo ooo ee 280 Service Level Threshold ooo o ooo 281 Establishing Workgroup Membership 000 cee ee eee 283 Log In Out a Group Member sasaaina a es 284 Setting Login Status for System Restalt ooo ooooooooo o 284 Setting Workgroup Mail Management 000 eee 285 Disabling a Mailbox i rai aea a a mawn es 285 Setting E mail Options s sse m ee dae a ea eee ee ee a 285 Setting Mailbox Playback Options assa aaa a 286 Setting Mailbox Capacities a a saa oaa eee 286 Press Zero OPIO a d a rr cl ye te Ola tea ee at A o a 287 Voice Mail Access Option ms maea aa e E m eee 287 Setting Message Notification Options nasasa aaa a a eee eee 287 Setting the Message Types for Notification oo 287 Setting the Type of Notification aaau 288 Setting Notification Timing sasaaa a 288 Setting Notification Business Hours eaa eee ee 289 Setting Call Handling Options sasaaa cee 289 Handling Busy Calls ree e a ee 290 Forwarding All Calls 0 ce 290 Handling Unanswered Calls uaaa aaa es 291 Number of Rings Before Handling saasaa aaa a es 291 Setting IntraGroup Call Distribution ooo ooo ooo 291 Queue Manage Met ici e ar OR Des 293 MAXCS ACC 6 5 Administration Manual vii Setting Queue Phrase Options o ooo eee ee 293 Queue Announcement ioi eaei e cee ee eee eee 293 Expected Wa
126. 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 Impedance Button Whenever a new analog trunk is connected to an empty port or is replacing an existing trunk you will need to use the Match Impedance button to select the best impedance profile To do this follow these steps 1 Click 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 E 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 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 ACC 6 5 Administration Manual 167 Chapter 12 Trunk Co
127. or Dual 400W load sharing recommended 7 15 3 0 GHz 1 GB IDE RAID Dual 400W 40A 20A Pentium IV with load sharing required MAXCS Licenses In MAXCS 6 5 most client licenses are available in both concurrent session mode and seat based mode Both types can be mixed in a MAXCS system The following licenses are available for all AltiGen 6 5 systems License Type License Model MAXCS ACM Per system MAXCS ACC Per system MaxCommunicator Per seat or per session AltiConsole Per session MaxAgent Per seat or per session MaxSupervisor Per seat or per session IPTalk Per seat or per session TAPI Per extension configuration SIP Trunk Per activated SIP trunk 3rd Party SIP Device Per seat registering as an IP extension non concurrent Enterprise Manager Per server license Dedicated Recording Seat Per seat assigned to record to a centralized folder and License per trunk port with recording enabled N Recording Session Pert sci n MaxMobile Per seat Multilingual Per system Advanced Call Router Per system AltiReport Per system VRManager Per system MAXCS ACC 6 5 Administration Manual 23 Chapter 2 System Requirements and Installation License Type License Model MaxInSight Per session SDK Connection Session Per session Trunk Control APC SDK Per session Exchange Integration Per user The following licens
128. reason MAXCS ACC 6 5 Administration Manual 295 Chapter 22 Workgroup Configuration 296 MAXCS ACC 6 5 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 All participating parties need to dial into the MeetMe conference extension number 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
129. registered trademarks of AltiGen Communications Inc All other brand names mentioned 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 410 East Plumeria Dr San Jose CA 95134 Telephone 888 AltiGen 258 4436 Fax 408 597 9020 E mail info altigen com Web site www altigen com Copyright AltiGen Communications Inc 2009 All rights reserved 4413 0001 6 5 Contents About This Manual n ieena ooo o uu 1 Related Publications sc wie sei ie ek OA ae A a ee te 1 CHAPTER 1 OVOrVICW inicio A an wee ee ee 3 Technology Enhancements in Release 6 5 0 00 eee es 3 System Features ui GA AA ae a ea 6 IP PBX Features ci cite Se ea ie eet pe de enh dh eae MPG A A aad sa E 6 Automatic Call Distribution Features 0000 es 9 Auto Attendant AA Features lausua aaa a 12 Voice Mail Features ic ces ba a ndak gm ee a ee i 12 Internet Integration Features 1 ee 14 System and Administration Features ooo oooooo eee 14 Voice over IP Features ooooooo ooo 15 Multi Site VoIP Management Enterprise Manager o ooooooo o 16 Optional Add On Software ooo 17 Capa
130. relationship with other types of physical boards in the system displayed on Board View window as SIPSP board Boards Al x Logical ID Board Type Physical iD o 0 H323SP 0 o MobileExtSP 0 1 o 2 ssp 3 HMCP O Gwo1 0 4 Triton12E 6 GwWO2 o 5 Triton12E S Gwo2 o 6 Triton12E 4 Gwo2 SIP Signaling Channel Creates SIP signaling channels for IP Extensions access through SIPSP board Channel Group configuration SIP Signaling Channel Configuration Eg SIP Extension Channels Current Configured Channels Change Number of SIP Extension Channels to 226 MAXCS ACC 6 5 Administration Manual Chapter 16 Setting Up IP Extensions SIP Extension Channel Establishes a logical channel relationship with other analog and MobileExt ports displayed on the SIPSP board configuration Channel Mapping List Board Configuration Board Into Board Logical ID 17 Board Name SIPSt Channel Mapping List Logical Channel Type SIP Extension 0 1 SIP Extension 2 SIP Extension 3 SIP Extension 4 SIP Extension 5 SIP Extension 6 SIP Extension 7 SIP Extension 8 SIP Extension 9 SIP Extension 10 SIP Extension 10 11 SIP Extension 11 12 SIP Extension 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 20190120 o p Extension View
131. server Before manually switching back the status of the primary server should be Standby After you have manually switched back the status of the primary server changes to Active 5 Unlike normal relocation redirect can be executed only on the destination site Managing VoIP Domain Users Click the User button in the toolbar to e Display all extensions from all VoIP domain member systems extension number name type home server and scope The scope of an extension is discussed in the following section 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 Enterprise Manager User olx SA Secde ma Le Logout Servers Codec User Department Global LER Help About User General Resolve Extension Full N Server Scope Departm Type General 113 Jimmi HEAVY Global User 2 En Jimmi Conflict User ganar E gt Type 5 8115 Jere ENTE Global User IE ae Extension DAA 122 Test HEAVY Global User z gi VOIP Conflict User FirstName __ EmailName 124 Work Local H 125 MAXA 0 Local Group Last Name Password amp 127 engte Local Group 128 Local Group Department 129 eng ip Local Group 130 Local
132. shared NIC to be the first one in the Connections panel Advanced Settings EE Adapters and Bindings Provider Order Connections are listed in the order in which they are accessed by network services Connections atk Redundancy Interface ko Remote Access connections wE Bindings for Shared Interface M El File and Printer Sharing for Microsoft Networks Internet Protocol TCP IP M el Client for Microsoft Networks M3F Internet Protocol TCP IP Cancel 8 Click OK Configuring the VM Server for NAT Support If the Softswitch and the Voice Mail server are running behind NAT and MaxAgent or MaxCommunicator need to traverse NAT to connect to the Softswitch and VM server you must configure VM server NAT support in Enterprise Manager On the Servers page click the IP Networks tab MAXCS ACC 6 5 Administration Manual 363 Chapter 26 Redundancy Configuration y Enterprise Manager Servers f ES ES a Te lt i lt Y gt 91 5 D 9 5 71 24 ya Servers Codec Department Help About Domain Name ledormation IP Networks IP Dialing Table IP Codec Number Plan Public Pipe IP Network Server 10 Length 4 A Enatio From To Pipe Private A CTO 1010 04 10 10 255 255 Local YES andan For VO Global Server Location Se ee ee To jupiter YES Awe Sener am Max 6 723 Sessions Gateway 0 1234 Gateway 1 0000 Max 6 729 Sessions Gateway 2 0000 intranet Pipe awpa asas
133. 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 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 MAXCS ACC 6 5 Administration Manual 13 Chapter 1 Overview 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 numb
134. systems on behalf of this extension These are the benefits of making an extension a Global extension in a multi site installation A user from any system only has to dial the Global Extension number and AltiEnterprise will resolve the routing through the VoIP Domain setting e Any user within the VoIP Domain can forward voice mail to this Global extension e The client applications MaxCommunicator and MaxAgent can see this Global extension number even it is not an extension in the local system 4 Select the Type of extension from the two options Physical or Virtual Unless this is an analog extension and you know the GatewayID BoardID 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 5 Depending on the type of extension you re creating take one of the following actions If you re setting a virtual number you re done Click OK 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 bas
135. that column Click again to reverse the sort order MAXCS ACC 6 5 Administration Manual 35 Chapter 3 Getting Around MaxAdministrator Extension View Window The Extension View window displays the name location and status of all assigned extensions Extension Yiew Al ES Right click an extension to o 04 0005 Channel Physical Location A i O 101 Gilb 17 0009 10 1 Channel Properties display its physical O 102 Jim 17 0004 10 10 1 234 idle location O 103 Car 17 0050 10 10 1 163 idle O 104 Jim 23 0007 15105045858 O 105 Vi D 00 0005 es O 107 Jen 01 0002 elas O 108 Allis 01 0003 Logical Board ID O 110 Sale 04 0008 i Board Name SIPSP Gwo0 Channel Group Type sip Extension Or to open a line properties Channel ID 399 window specific to the selected extension Figure 4 Extension View window Click on any column head to sort by that column Click again to reverse the sort order Double click any extension number to open the Extension Configuration window for the selected extension The radio button to the left of each extension number is green when the extension is idle and red when the extension is not ready or in use The Location number for example 01 0005 identifies the card logical ID and port channel number on the board For example in location 01 0005 the card logical ID is 1 and the port number is 005 If an IP Extension is logged on the
136. the alternate server assigned you can now configure individual extensions groups for redirection See Redirecting AltiGen IP Phones When a Server Is Down on page 350 Note If the alternate server assignment is removed from the configuration above the redirection configuration is removed from all extensions and workgroups to which you assigned this feature User button gt Resolve tab If the Primary or Alternate Server Is Behind NAT When you configure the redirection feature for AltiGen IP phones the primary server sends the IP address of the primary and alternate servers to the IP phone The IP phone may run on the public or local network and the primary server or alternate server may run behind NAT So to support a server behind NAT the primary server sends the NAT IP address or local private address according to the IP phone s IP address If the IP phone s IP address is in a local network for the server the primary server sends the private address otherwise it sends the NAT address To configure for NAT 1 In Enterprise Manager click the Servers button gt IP Networks tab 2 In the NAT Support panel check Enable SIP NAT Support NAT support IP Network E Enable SIP NAT support E Frorn To Pipe Private FP Enable H323 NAT support 10 100 1 1 10 100 1 255 Intranet YES a 10 100 2 1 10 100 3 255 Intranet YES QC Enable VM Server NAT support 10 10 0 2 10 10 255 255 Local YES Public IP addresses 10 20 0 0 10 20 255 25
137. the firewall NAT router 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 330 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 private 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 ACC 6 5 Administration Manual 331 Chapter 25 Enterprise VoIP Network Management NAT support X Enable SIP NAT support FP Enable H323 NAT support X Enable VM Server NAT support Public IP addre o sses lt Do not check 209 220 14 8 B Enter the Public IP address of the router in the Public IP Addresses panel In the example above the address is 209 220 14 8 Do not check Enable Virtual IP Addresses Support 5 Configure the NAT firewall to forward TCP ports 10025 10027 10032 10037 10050 10064 1720 and UDP ports 69 5060 and 10060 to AltiServ 6 Configure the NAT router to forward
138. the office AltiGen s ExtensionAnywhere capability allows an extension agent to be On premise using voice or data wiring Mobile or remote using IP phone cell phone or PSTN phone An extension of another PBX via adjunct tie trunk or over a PSTN trunk simulated as a mobile extension port MAXCS 6 5 allows up to 1000 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 Call control transfer hold park call pickup conference Call handling single multiple call waiting and queuing RNA routing account codes Paging through audio output trunk extension IP MaxCommunicator MaxMobile Communicator and MaxAgent CTI client Conversation recording Workgroup agent with login logout and ready not ready Pressing terminates 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 Supervisor silent monitoring coaching and barge in The extension can be dynamically logged in using 27 from an internal mobile or IP device MAXCS ACC 6 5 Administration Manual 243 Chapter 18 Mobile Extension Configuration MobileExtSP
139. the ratio of total number of lost packets versus total received packets e Max Packet Loss Rate the maximum packet loss rate observed over a period of time during a whole session e 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 VoIP Codec Profiles on page 322 for more detailed information on jitter e Local Ports displays the local RTP RTCP port for the voice stream e 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 e Gateway ID of the 30 party conference board for example 00 e 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 Interval is set to refresh the data in the window every 5 seconds To change the refresh interval click the Refresh Interval button at the top of the window and set the refresh interval to a number of seconds up to one minute To set the t
140. 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 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 Account Code gt I Enable Forced Account Code F Override Allowed JP Account Code Validation JT For Long Distance Call Only Tl Block Account Code Display For information on creating account code associations see Creating Account Codes on page 60 Enable Forced Account Code Forces the user to enter an account code Override Allowed Prompts the user to enter an account code or the user can press to bypass the account code Account Code Validation Forces the user to enter a valid account code 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 Block Account Code Display The account code table will not be displayed when the user tries to tag the account from MaxCommunicator and MaxAgent T
141. 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 required in the Caller ID table for an incoming call a full match is To access Caller ID routing click the Caller ID Routing tab in the In Call Routing Configuration window DNIS Routing Caller ID Routing m Name 2553434 Board member Board member 3331010 Supplier m Workdays During Business Hours C Route Incoming Calls to Extension TE Route Incoming Calls to AA Route Incoming Calls to Operator C Reject Call Workdays Outside Business Hours C Route Incoming Calls to Extension Route Incoming Calls to AA fi C Route Incoming Calls to Operator C Reject Call Non Workdays C Route Incoming Calls to Extension E Route Incoming Calls to AA hy C Route Incoming Calls to Operator C Reject Call Add Delete Holiday Profile fs ystem y Business Hours System bi Language Setting zi Cancel Apply Help Figure 1 In Call Routing window Caller ID Routing tab Adding and Deleting Caller ID Route Entries To add entries to the Caller ID routing table click the Add button In the dialog box that appears type in a Caller ID Number and a descriptive Caller ID Name then click OK The number and name entries have the following requirements e The Caller
142. to block numbers or patterns MAXCS ACC 6 5 Administration Manual 187 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 Ti channels Route Definition Diaing Pattern Default Routes Digt Manipulation Index Route Name 1 Local amp Long Distance T1 rfi seit to Head 00 0022 T1 00 0023 T1 00 0024 TI 00 0025 TI Eal 000026 Ti 00 0027 T1 00 0028 T1 gt 00 0029 TI ta Delete 00 0030 TI 00 0031 TI Rowe Index fi 00 032 TI nana TL Route Name ocal amp Long Distance T1 4 gt Up Down ox Caca sw Heb 2 Apply the route to Default Routes 188 MAXCS ACC 6 5 Administration Manual Chapter 14 Out Call Routing Configuration Route Definition Dialing Pattern Default Routes r Local Route gt International Route 2 N A ps 2 NZA z 3 N A 93 2 NA Mm 4 N A i 4 NZA hd 5 NA Si 5 NZA e 6 NAS hg 6 NJA m Long Distance Route _ Emergency Call Route 2 NA ha 2 NZA id 3 NA im 3 NZA ha 4 NAS pd 4 N A y 5 N A iy 5 NA he 6 N A zi 6 NZA bd coa
143. to the MAXCS 6 5 Release 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 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 Update1 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 ACC 6 5 InstallShield Wizard Setup Type il ALTIGEN Select the setup type that best suits your needs NON ISR ACRE 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 C Redundant System Installation lt Back Cancel All in one Stand Alone System Installation Select this option if MAXCS ACC will be operating on a single server This is the most common installation option Multi Gateway Softswitch System Installation 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 components to install Redundant System Installation Select this option if you
144. 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 In Service makes the trunk available for use Out of Service prevents the trunk from being used for example while performing maintenance 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 box 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 In Call 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 In Call 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 transmit any data to the CO the system will use DTMF as a way to transmit Caller s Extensi
145. trunk configuration dialog box e Double click a channel group to open a configuration window discussed in the following section Clicking the Board Configuration button opens a configuration dialog box that displays the board s serial number DSP clock physical and logical IDs You can configure the board type either T1 or E1 to run T1 CAS T1 PRI or El CAS El PRI Additional steps are needed to further configure the CAS or PRI protocol in the Protocol Configuration window shown in Figure 9 and Figure 10 124 MAXCS ACC 6 5 Administration Manual Chapter 11 Board Configuration Board Configuration TritonT1 039GW00 r Board Info Board S N 40642TE1S0864 DSP Clock 200 Physical Id 0 Logical Id 4 m Board Type Configure Type z Add Remove Mobile trunks Canoa _ Figure 6 Triton T1 E1 Configuration dialog box For information on adding and removing mobile trunks see Mobile Extension Configuration on page 243 Ti and Ei Configuration Double clicking a channel group for a Triton T1 board in the Channel Group Info pane opens a T1 or E1 Configuration dialog box as in Figure 7 and Figure 8 Board Configuration TritonT 1 0 GW00 Span 0 Status OK m Statistics since Tue 06 27 06 16 08 15 Frame Errors 8 Line Code Errors 145 DOF Errors 4 Bit Errors 10 Rec Frame Slips 1 mt Frame Slips 2 Frame Type Line Code SF ESF C AMI BZS
146. trunks Cancel Figure 4 Board Configuration dialog box Configuring the Triton VoIP Board It is strongly recommended that system administrators review the Network Configuration Guidelines for VoIP on page 307 before setting up VoIP features Overview VoIP for MAXCS runs on both SIP and H 323 protocols that allow voice calls to be made through an IP network It includes an integrated VoIP 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 VoIP boards and ports see the AltiGen Telephony Hardware Manual Configuration Double click the TritonIP board in the Boards window to open the Board Configuration window similar to Figure 2 on page 120 See attribute descriptions below Figure 2 Note the following additional information e 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 MAXCS ACC 6 5 Administration Manual 123 Chapter 11 Board Configuration Board Co
147. two H 323 devices when initiating a call thus reducing the time needed to establish a call There may be a compatibility issue with firewall or NAT devices if you select this option 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 VoIP Media Stream Encode decode and transcode voice stream e Detect and generate tone for IP devices MAXCS ACC 6 5 Administration Manual 139 Chapter 11 Board Configuration e Play music when device is on hold e Process IP paging 2 Play and Record Voice Files 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 Softswitch Server amp HMCP Media Server 9 Softsw
148. 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 12 language setting check box Click OK 104 MAXCS ACC 6 5 Administration Manual Chapter 8 Multilingual Configuration General Number Plan Business Hours Holiday System Speed Call Restriction Account Code CallReports County Relevant Audio Peripheral
149. 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 ACC ACM provides seamless support for AltiGen IP phones using dynamic IP addresses Select Dynamic IP address for IP Extensions in the MaxAdmin s Extension Configuration window e A switch is required VoIP quality can be adversely affected if a hub is used MAXCS ACC 6 5 Administration Manual 311 Chapter 24 Network Configuration Guidelines for VoIP Configuration Guidelines for NAT Note This section only applies to AltiGen IP phones or IPTalk integrated with MaxCommunicator or MaxAgent The section discusses the configuration guidelines when AltiServ is behind NAT Network Address Translation and communication to AltiGen IP phones IPTalk or another AltiServ is over WAN AltiGen SIP phones support NAT traversal which does not require special settings on the NAT router at the remote site 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 the private IP address into a public IP add
150. you can set routing for three distinct time periods defined in the Business Hours tab see Setting Business Hours on page 52 e During Business Hours e Outside Business Hours 178 MAXCS ACC 6 5 Administration Manual Chapter 13 In Call Routing Configuration 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 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 53 Business Hours Profile routes incoming calls based on Business Hours Profiles configured in the System Configuration window see Setting Business Hours on page 52 During Business Hours Outside Business Hours and Non Working Day are defined and selected by the Business Hours profile 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 99 MAXCS ACC 6 5 Administration Manual 179 Chapter 13 In Call Routing Configuration 180 MAXCS ACC 6 5 Administration Manual
151. 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 ID and Forwarding choices and these are discussed below Note You can also enable and set up 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 220 MAXCS ACC 6 5 Administration Manual 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 ID Verification You can check the Verify Caller ID 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 Forw
152. 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 ls __ 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 3 D4 05 El 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 D 0 0 258 2222 0 0 0 0 0 2500 0 0 0 0 0 2501 0 0 0 0 0 2502 0 D D 0 0 2503 0 0 0 0 0 2504 0 0 0 0 0 2505 0 D 0 0 0 Print Refresh Heb Figure 1 System Summary window MAXCS ACC 6 5 Administration Manual 371 Chapter 27 System Report Management The system summary report displays Extension Summary Configured extensions in the system including Extension number Last Name First Name SMTP POP3 E mail name Slot Logical board ID and Channel Group Summary Configured workgroups and hunt groups in the system When you select a group agents belonging to that group are displayed in the Member window Trunk Summary Configured trunks in the system including trunk location Board ID Channel Number and trunk access code assignment Messaging 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 butt
153. 0 system ID and 339 VoIP menu 33 VoIP network management 317 VoIP traffic display 39 VoIP troubleshooting 453 W waiting time callers in queue 39 WAN bandwidth 310 router configuration 311 windows view boards trunks etc 34 work days setting 53 Work Hunt Group Converter tool 420 workgroup adding a 279 answer handling 291 converting to hunt group 420 establishing basic attributes 279 incoming call handling 289 logging outbound calls 204 mail management 285 message notification 287 queue management 293 recording options 282 service level 39 setup 279 single call handling 292 workgroup configuration 275 workgroup queue agent pick up call 204 workgroup status display 240 Workgroup view window 38 wrapup 38 wrap up time setting 204 MAXCS ACC 6 5 Administration Manual 461 Z zero code suppression 128 Bell 128 GTE 128 Jam Bit 8 128 462 MAXCS ACC 6 5 Administration Manual
154. 0 12 Gateway ID IP Resource Codecs Capability Active Codec Used by Connect to 07 00 G711fG723 G729 07 01 G711fG723 G729 07 02 G711 G723 G729 07 03 G711 G723 G729 iz Gateway ID Meetme conference Bridge ID Member Count al 06 01 00 E 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 Gateway ID the ID of the VoIP channel s home gateway IP Resource the Triton VoIP ogical board ID internal DSP channel ID Codecs Capability the codecs the IP channel can use Active Codec the codec currently being used Used By the extension trunk SIP channel or H 323 channel that is using this channel Connect To the extension trunk or channel the channel is connected to 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 network congestion or routing failure JB Packet Loss the number of voice packets that have been discarded due to jitter buffer overflow MAXCS ACC 6 5 Administration Manual 39 Chapter 3 Getting Around MaxAdministrator e Total Packet Loss Rate
155. 0 26 2006 14 15 57 Once 10 26 2006 14 15 58 10 26 2006 15 30 5 af y A Fr qe fa ge r Update Email Template C Email o Stop C E Create A Modify E O 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 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 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 so
156. 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 43 You can set the following toll call prefixes 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 e International The prefix used for international calls For example this is 011 for international calls made in the U S MAXCS ACC 6 5 Administration Manual 63 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 country which will greatly improve the call return feature from Caller ID Zoomerang and maki
157. 02 ona ext444 C altiserv db backup02 siprdconfig C altiserv db backup02 S ysConf2 c altibackup fri altisery db backup02 siprdcontig c altibackup frisaltisery db backup02 SysConf2 on 6 16 3 30 29 gt c altibackup fri altiserv db backup02 ReasonCodeTbl on 6 16 3 3 y gt 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 IkLst0001 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 on 6 16 3 30 29 Figure 3 System Data Management window Note The System Data Management window can only be accessed at the primary MAXCS system it is not available from a remote MaxAdmin client MAXCS ACC 6 5 Administration Manual 409 Chapter 30 Tools and Applications Backing Up Files To back up files 1 Select the Backup icon to view the Backup Configuration dialog box Backup Configuration r Components y Backup To I Configuration Files Tuesday y Custom Phi adios CakibackupMue TT Extension Messages T SP Configuration Files Cancel Figure 4 Backup Configuration dialog box 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 differ
158. 1 PRI service or terminates your service improperly 2 T1 is installed but not turned on because there is no termination device for a period of time 3 Ti is turned on but channel is not in service MAXCS provides basic troubleshooting information in the T1 Span Configuration window described in Ti and El Configuration on page 125 MAXCS ACC 6 5 Administration Manual 137 Chapter 11 Board Configuration Configuring Virtual Boards SIPSP and H323SP A VoIP connection typically consists of two parts Signal Channel responsible for setting up and tearing down a call using protocol For example SIP protocol is used in MAXCS to build a signal channel between the server and the IP phone Media Path responsible for encoding transmitting and decoding voice for both parties 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 o
159. 1 SIP Tie idle 0 02 0072 SIP Tie idle 0 02 0073 SIP Tie idle O 02 0074 SIP Tie idle 0 02 0075 SIP Tie idle 0 02 0076 SIP Tie idle O n nn77 SID Tie idle Figure 2 Trunk View window 150 MAXCS ACC 6 5 Administration Manual Channel Physical Location Channel Properties Selecting Channel Properties from the right click menu in Trunk View bypasses the general Trunk Configuration window to open a trunk properties window specific to the selected trunk Chapter 12 Trunk Configuration The Trunk Configuration window opens Trunk Configuration Card 0 Channel 20 Location Type _ Access Code Pho 4 00 0016 Ls 6 510 General In Call Routing Out Call Blocking m Trunk Access Code Area Code r Direction None bd Outgoing Incoming Phone Number G Both O O yy O Pagina CES r Description r Trunk Dialing Scheme Overlap Trunk Call Predial Sting _ Enbloc I Trunk Predial Sting In Service p Centres Transfer C Out Of Service J Enable Centrex Transfer Transfer Predial String Tie Trunk Note Flash will be used if pre _ Enable Tie Trunk m Holiday Profile Business Hour Profile Recording Option System Se l System z Enable y Note Please make sure System Recording DOZZZZZZZZZZZZZZZZZZZZZZZZZZO Configuration is set to Trunk Based Recording H323 wil Apply To DK Cancel Figure 3
160. 1 altitele YES Active 02 ACM PL ES In the event that you need to shut down VoIP domain Master for a period of time you can change the Master role to another member system by selecting one of the member systems and clicking the Set as Master button Rejoining a Server to the VoIP 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 VoIP domain 1 Rebuild the slave if necessary 2 In the VoIP 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 System 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 340 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management Global Server Location ID Name Master Status 01 alti_teleco YES Active 402 ACM PLA Disconnected af gt Remove ma Add A Rejoin et As Master button A dialog box opens that requires you to input the slave server s site address and member key Rejoin Site Eg This address must be teachable from all Site Address 10 10 10 28 members Membe
161. 11 only resources G711 f G723 G729 Resources jateway ID m Active Active Active Active j Total 6711 Total 6711 6723 6729 Available 00 120 o 12 o 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 To 0 00 07 10 G711 G723 G729 z S T 00 07 11 G711 G723 G729 0 00 03 00 6711 0 00 03 01 6711 MIIA Setting an IP Extension To make an extension an IP extension 1 Inthe Extension Configuration General tab select the extension from the list at the left and check the Enable IP Extension check box 2 Select the address type IP Extension Y 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 01 X I Enable 3rd Party Sip Device J Enable Fallback to Mobile Extension Mobile Extension Channel jia 000 y 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 e Using Static IP Address You need to enter the IP address for each IP extension This setting is recommended only when connecting to third party SIP devices such as a Multi Tech MVP VoIP gateway with FXS p
162. 15 510 650 800 877 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 Entera 1 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 unrestricted in its Outcall Restrictions panel 58 MAXCS ACC 6 5 Administration Manual Chapter 4 System Configuration Locking Attacked Extensions If a user enters eight consecutive in
163. 19 x MAXCS ACC 6 5 Administration Manual Work Hunt Group Converter aasa sa kaaa es 420 Exporting and Importing Extensions 0 00 eee es 421 TO import extensions o pies n seek a ee ae le ee ee we Ee ea ay aoa 421 APPENDIX A E1 R2 and El ISDN PRI Installations lt lt lt lt lt lt lt o o 425 El RZ CAS Installation dona ar e A A 425 El ISDN PRI Installation pis a ni en aai a aa a a a a 437 APPENDIX B Required Service ParameterS 00000 ce eee eee ee 441 Service Parameters Request Information for TI 0 ooooooo 441 Service Parameters Request Information for PRI o o ooo 443 Service Parameters Request Information for El ooo 444 APPENDIX C Network PONTS coa aa a wae ae a a 445 Remote IP Phones Behind NAT 000 eet tt tes 447 APPENDIX D Technical Support amp Product Repair Services 449 Technical SuppoOrt 4 ies ake ee ee ee Oe A A Bag id 449 Product Repair nti dood Sen Gees eae Bee SEG alee Pee ie eles 450 Technical Training for Administrators oooooo ooo 450 APPENDIX E Troubleshooting 0 0000 eee eee ee 453 Troubleshooting VoIP Common Symptoms and Solutions 453 INDEX 2624424403 SS VERRALL ERE ere es eee O MAXCS ACC 6 5 Administration Manual xi xii MAXCS ACC 6 5 Administration Manual About This Manual This guide is designed for dealers administrators and technicians who are responsible
164. 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 36 434 MAXCS ACC 6 5 Administration Manual Country Signaling Values Ecuador MFC LME Korea MFC R2 Mexico Tel fonos de Mexico 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 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 D
165. 39 operator offline 44 overhead paging TT 45 overhead paging by trunk JT 46 group paging TT 53 outgoing workgroup TT 54 login workgroup T 56 logout workgroup I 59 workgroup call monitor TT 66 trace collection TT 73 silent system call park 90 READY to receive WG call 91 NOT READY to receive WG call I AltiGen SDK Session Types Cancel Apply Help 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 MAXCS ACC 6 5 Administration Manual 69 Chapter 4 System Configuration 27 Station Login 32 Enter Account Code 33 Do Not Disturb 36 Call Forwarding 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 5
166. 4 Login Workgroup 56 Logout Workgroup 59 Workgroup Call Monitor 66 Trace Collection 73 Silent System Call Park 90 READY to Receive Workgroup Call 91 NOT READY to Receive Workgroup Call Session Types Specify whether or not to allow 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 O To add a new Feature Profile click the Add button The Add Feature Profile dialog box appears where you can type in a Name for the feature profile Add Feature Profile x Feature Profile Name 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 195 for more information on assigning a feature profile to an extension 70 MAXCS ACC 6 5 Administration Manual Chapter 4 System Configuration Important If you assign a feature profile for example 2
167. 4 Simon Route Incoming Calls to Extension 225 y 961 Ron H Route Incoming Calls to AA y 962 JC 937 Way C Route Incoming Calls to Operator 972 RodT 968 Rola 913 Shirley 5553454 p Non Workdays Route Incoming Calls to Extension 225 het Route Incoming Calls to AA y Route Incoming Calls to Operator Add Delete Holiday Profile System Business Hours System Cancel Apply Help Figure 2 In Call Routing window DNIS Routing tab Adding and Deleting DNIS Route Entries To add entries to the DNIS routing table click the Add button In the dialog box that appears type in a DNIS Number and a descriptive DNIS Name then click OK The number and name entries have the following requirements The DNIS Number must be the numbers 0 9 the hyphen is not accepted in this dialog box For example 2529876 is an acceptable entry but 252 9876 is not The DNIS 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 DNIS 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
168. 4 T1 Trunk 4 5 T1 Trunk 5 6 T1 Trunk 6 7 T1 Trunk 7 8 T1 Trunk 8 9 T1 Trunk 3 10 T1 Trunk 10 11 T1 Trunk 11 12 TiTunk 12 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 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 120 MAXCS ACC 6 5 Administration Manual Chapter 11 Board Configuration Parameter Description 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 the MAX family of 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 Important Resetting a board will disconnect all calls in progress on that board Be sure to inform all users before resetting a
169. 5 Local YES Ga 209 220 14 8 3 Configure the NAT address In the IP Network panel configure the IP range of the local network or public network When Will Switchover Happen If the current active system is the primary server switchover will happen under one of the following conditions e Network error on primary server or the primary server is down IP phones cannot connect to the primary server After one minute of retrying the IP phones will register to the alternate server At that time the status of the primary server is Disconnected or Softswitch Offline 342 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management e Softswitch service on primary server is down The status of primary server is Softswitch Offline IP phone service on primary server is down IP phones cannot register to the primary server After one minute of retrying the IP phones will register to the alternate server At that time the status of primary server is Fail e Default gateway on primary server is down The status of the primary server is Fail e Manual switch on Enterprise Manager The status of the primary server is Standby When the primary server is recovered the status is Standby If the current active system is the alternate server only clicking the Switch Back to Home Server button in Enterprise Manager can switch the control from the alternate server back to the primary
170. 9 TCP fragmentation 310 TCP ports 445 AltiServ behind NAT 332 technical support 449 technical training for system ad mins 450 TEI terminal endpoint identifier 135 terminal endpoint identifier TEI 135 testing AltiGen boards 407 testing tools 407 text tag collecting digits 95 TFTP server 237 tie trunk enabling 154 tie trunks enabling hop off 59 time display 237 toll call prefixes setting 63 toll prefix 63 toll restrictions 57 toolbar 33 tools AltiGen 407 Trace Collector tool 414 trace collecting 414 traffic statistics 39 traffic statistics resetting 373 training technical for system ad mins 450 transmitted caller ID 196 transmitted CID 196 transport layer security 326 Triton analog GS LS trunk proper ties setting 164 Triton Analog Station Board configuration 122 Triton Analog Station Line Proper ties dialog box 200 Triton Resource board 121 Triton T1 E1 trunk properties set ting 161 Triton T1 PRI Board configuration 124 troubleshooting cannot make connection 453 checking network configuration 453 checking traffic 453 loop back test 453 poor voice quality 453 VoIP board 453 troubleshooting T1 E1 137 trunk access code 152 attributes 154 Centrex 154 configuring recording 155 dialing scheme 153 direction of transmission 152 incoming call routing 173 location format 151 phone number 153 trunk access code vs route access code 152 181 trunk access IP 51 trunk based recording 108 trunk channel
171. A is configured as the VoIP domain Master Assuming there is no conflict the following table shows the Scope relationship of Global vs Remote System A Ext VoIP domain Master System B System C 100 Global Remote Remote 200 Remote Global Remote 300 Remote Remote Global MAXCS ACC 6 5 Administration Manual 345 Chapter 25 Enterprise VoIP Network Management In the event that multiple systems have a same extension or group number created the following situations may occur Ext System A System B System C Scope Note 401 Local Not Found Not Found Local 1 402 Local Local Not Found Local 2 403 Global Local Local Conflict 3 404 Global Global Local Conflict 4 1 Extension 401 is created in System A for local purposes Users in Systems B and C cannot dial and ring extension 401 2 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 co
172. A pd 4 N A Bd oe Ne For each type of call E N A E N A 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 M Loro DiserceT O 1 Local Anaiog E a 2 NA y 2 zian yl a N A 3 N A 4 N A 4 NZA 5 a NZA a 5 N A 6 N A e 6 N A Ni Cancel Apply Help Figure 2 Out Call Routing Configuration Default Routes tab The above configuration means The system has a group of analog trunks and a T1 digital trunk from a local carrier that can accept 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 Ti 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 co
173. AES AAA i a External Logger Voice Record Client Applications A IP Phone fl AltiReport 1 Figure 1 Redundancy topology To realize the shared IP addresses each Softswitch server needs two network integration cards NIC cards set up one for sharing and another for redundancy control and system maintenance A single redundancy IP address should be assigned to the redundancy NIC card All redundancy NIC cards and KAB control NIC cards are connected by network Switch 2 A single IP address should be assigned to the sharing NIC card All external services including gateways VM service Logger Service recording service and IP phones and CT applications should try to contact the shared IP address through network Switch 1 This network is bridged by the KAB to either the primary or secondary server Switch 1 and Switch 2 are linked to one another directly Cases When Switchover Occurs In the following cases MAXCS will switch control of the system from the active Softswitch to the standby Softswitch The button Manual Switch Over is clicked in the Redundancy Administration dialog box see Manually Switching Over on page 367 The active system crashes or is shut down or restarted and Automatically assume control when active system is not available is selected in the Redundancy dialog box of the standby system see Figure 2 on page 359 356 MAXCS ACC 6 5 Administration Manual Chapter 26 Redundancy Configuration
174. Aa Tuesday Aa Wednesday A Thursday Aa Friday A Saturday Range of Recurrence Begin o2nosz009 Ea O End after ES occurence s O End by ozn 0 2009 la 1 In the Duration field specify the duration of the meeting using the Up Down arrows 2 In the Start field specify the start of the meeting by clicking the Down arrow and using the slide bar 3 In the Every field specify how often this meeting is to occur every week every other week every three weeks and so on Check the day of the week on which this meeting will occur 5 In the 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 select End by and click the Calendar button to specify a date at which the meetings will cease Monthly Meeting If you select Monthly from the Frequency drop down list these are your options in the middle panel h Frequency Monthly v Every 1 monthes on Date 1 g Duration 30 minutes 2 8 Hold during weekend Start 08 00 AM v O on First F Monday v Range of Recurrence Begin 021 2 2009 a End after 1 55 occurence s O End by 02122009 Ea 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 fie
175. Administration Manual 79 Chapter 5 Media Server and Gateway Management Parameter Description Status The status of the gateway active disconnected initializing resetting failed Current Softswitch IP The IP address of the machine running MAXCS Address Product Version The software version of the gateway service Configuring the Applications Server In the Softswitch Component Configuration window Applications Server tab configure the IP address of the Voice Message server and the Enterprise server Softswitch Component Configuration Media Server Gateway Applications Server m Voice Message Server Address TUTOR Status Connected m Enterprise Server Address fi 0 10 0 24 Status Connected Cancel Apply Help Figure 7 Softswitch Component Configuration window Applications Server tab 80 MAXCS ACC 6 5 Administration Manual CHAPTER Voice Mail Configuration Use the Voice Mail Configuration window to control the following e How the system processes voice mail notification e How the system processes voice mail deletion and expired messages How the system records voice mail system phrases custom phrases personal greetings directory name recording and queue phrases e Enable or disable SMTP POP3 service to deliver voice mail to an e mail address as an attachment Enable or disable Microsoft Exchange 2003 2007 synchronization servic
176. Board Overview A simulated physical board MobileExtSP board is created when you install the MAXCS Softswitch You can configure this board with up to 1000 mobile extension ports It handles all systemwide mobile extensions The MobileExtSP board can have up to 1000 ports 5104801122 10 00 5104801122 MobileExt Port 1 1 l MobileExtSP PSTN 1000 ne 10 95 61 85025858 MobileExt Port N an MUUMUU Each port can be assigned to a mobile device 9153301254 Figure 1 MobileExtSP board diagram T1 PRI analog and SIP trunks can be shared for regular incoming and outgoing calls and mobile trunk connections A mobile trunk can be assigned a Group ID and mobile extensions can be assigned to the appropriate group An analog trunk can be dedicated to one mobile extension user A PRI trunk and SIP trunk can only be shared by all mobile extension users 244 MAXCS ACC 6 5 Administration Manual Chapter 18 Mobile Extension Configuration Configuring the MobileExtSP Board To configure the MobileExtSP Board 1 In the Boards window double click the MobileExtSP board In the Board Configuration window double click a channel group Logic Board Type Physicalim o 0 p 0 1 MobileExtSP n SU Board Con x r Board Info Triton12E Board Logical ID fi Board Name MobleEwSP O GwO0 Tyiton12E Tfiton12E r Channel Mapping List r Channel Group Info Total Number of Channel Group fi
177. CC 6 5 Administration Manual 223 Chapter 15 Extension Configuration 224 MAXCS ACC 6 5 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 cm 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 229 for information MAXCS ACC 6 5 Administration Manual 225 Chapter 16 Setting Up IP Extensions pa Signaling Channel Signaling Channel Media Channel SIP tie e a trunk f 7 pe Signaling MI Signaling mis I I My Media Channel Figure 2 Signaling and media channel between two IP phones Signaling Channel A SIP signaling channel communicates between the system and the IP phone to perform call control including call setup tear down registration and phone feature access The signaling channel implementation consists of the following elements SIP Virtual Board Establishes a logical board ID
178. CS 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 126 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 152 for details MAXCS ACC 6 5 Administration Manual 129 Chapter 11 Board Configuration Protocol Configuration CH gt Type 00 gt B Channel 01 gt B Channel 02 gt B Channel 03 gt B Channel
179. Cao 1 3 On the Dialing Pattern tab add two dialing patterns 1214 and 1972 each with a pattern length of 11 Prefix 11214 Prefix fi 972 Pattern length including prefix Y Pattern length including prefix y 4 Define a route called 10 digit Dialing and add all Ti 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 Defition Dialing Patter Defaut Routes r Dig Manipulation Route Name 1 Local amp Long Distance T1 F Delete from Head a Number of Digts to Delete Aaa Insert Digits ol to Head gt Number of Digits to Delete lo y Inset Digits 5 Apply the 10 digit Dialing route to dialing pattern 1214 and 1972 MAXCS ACC 6 5 Administration Manual 189 Chapter 14 Out Call Routing Configuration Out Call Routing Configuration xi Route Definition Dialing Pattern 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 NA y 3 N A y 47 N A Y 5 NAA ha 6 NA Cancel Resolving Dialing Delay for Non USA Canada Countries When installing the AltiGen system outside of North America you may experience dialing
180. Channel Logical inteitaca ID a NSF Network Specific Facilities None y Controlled by roe TEI T endpoint identifier D chan on Board ID aiie enpor erne nme Default setting Recommended pa Manually set to 7 Enable Tie Trunk Assigned by CO switch 21 B Channel y Figure 11 E1 PRI Protocol Configuration dialog box top half Protocol Configuration CH gt Type Span type selection gt p E1 R2 setting DO gt System Data a A i gt CAS E1CAS Switch mode Channel associated signalling China R2 X Regular ISDN PRI ISDN Numbering Plan D channel is the 16th channel B Channel Maintenance Message Custom ISDN PRI C Set D channel NONE gt IM Enable PRI Caller Name B Channel Logical Interface ID NSF Network Specific Facilities None aZ Controlled by 4 ETS TEI T endpoint identifier D chan on Board ID promis eS Default setting Recommended BETO y Manually set to 2 Enable Tie Trunk Assigned by CO switch Figure 12 E1 CAS Protocol Configuration dialog box top half Selecting Span Types El CAS select this option to associate all channels on the span to E1 channel associated signaling e Regular ISDN PRI select this option to indicate 30B D ISDN PRI span and to designate the 16th channel as the D channel Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also
181. Conferece board should be in a gateway chassis Meetings can be set up and administered in MaxCommunicator MaxAgent 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 ACC 6 5 Administration Manual 297 Chapter 23 Managing and Using MeetMe Conference Setting the MeetMe Conference Extension Before MeetMe Conference can be used you must assign a MeetMe Conference extension number This extension must be dedicated to MeetMe and is the extension that users will always call to join a scheduled meeting To assign an extension to MeetMe select PBX gt MeetMe Conference Configuration The following dialog box opens MeetMe Conference Configuration xi MeetMe Conference Extension MeetMe Conference Service Started MeetMe Conference Extension Number 2000 Connected MeetMe Conference Admin Number N A Cancel 1 Enter an extension number in the MeetMe Conference Extension Number field 2 Individual client users can view in the clie
182. Configuration Map Network Drive f 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 B y Folder y Browse Example server share Y Reconnect at logon Conne j j Sign up for online storage or connect to a network server 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 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 Internet connection You can also use this wizard 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 110 MAXCS ACC 6 5 Administration Manual Chapter 9 Call Recording Configuration Add Network Place Wizard x Where do you want to create this network place 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 i
183. 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 IntraGroup 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 MAXCS ACC 6 5 Administration Manual 291 Chapter 22 Workgroup Configuration Intra Group Call Distribution gt Ring First Available Member C Ring Next Available Member e Ring Longest Idle Member J 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 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 W
184. Gateway 4 0000 O Enable Gateway 5 0000 Bandmiar For VOIP Gateway 6 0000 Gateway 7 0000 Max 6 711 Sessions Gateway 8 0 000 Gateway 9 0000 Max 0 723 Sessions Gateway 10 0000 Gateway 11 0000 Max 0 729 Sessions Gateway 12 0000 NAT support Ostoa 13 nass O z Gateway 14 0000 se SI ceca PP Gateway 15 0 000 18432 c fr Server 10105181 50 Enable VM Server NAT support f oK Cancel Public IP addresses T3 Caner f D Cc D 50 Enable Virtual IP Addresses Support Carnes Y Cs C enm Cemave Launch Admin a rooy A A Figure 4 Enabling VM server NAT support Check Enable VM Server NAT Support Check Enable Virtual IP Addresses Support Click the Advanced button Double click the VM Server IP address to configure the address NIN T Monitor Status Configure Addresses for Enterprise and VM Servers You can monitor the status and configure the addresses of the Enterprise server and the Voice Mail server To do so in MaxAdministrator select System gt Softswitch Component Management gt Applications Server tab 364 MAXCS ACC 6 5 Administration Manual Chapter 26 Redundancy Configuration Softswitch Component Management Eg Media Server Gateway Applications Server Voice Message Server Status Enterprise Server Address 127 0 0 1 Status Disconnected Ce e e Figure 5 server When the Address of the Softswitch Server Changes Monitoring the status and configuring the addresses
185. Getting Around MaxAdministrator Call Center Opens windows where you can configure workgroups and agent logout reasons VoIP Opens windows where you can configure the enterprise network the multi site VoIP Domain and the refresh enterprise settings e Report Opens windows where you can view the system summary and IP traffic statistics and configure SNMP simple network management protocol 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 SEAT License Management window where you can add and remove members from a license type e View Lets you show hide and set default alignment of the view windows the toolbar and the status bar Opens the CT Proxy Monitor e Help Opens the Help window and shows the MAXCS and MaxAdministrator version Also gives you a link to the AltiGen Technical Support web site Quick Access Toolbar Toolbar buttons give you quick access to frequently used functions PFP 6 D amp S System Trunk Extension Workgroup IP Phone Recording MeetMe El Summary About e Logout E gin Fig
186. I Switch Mode The top four settings are used for a connection to a CO switch e AT amp T 4ESS PRI 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 AT amp T 4ESS PRI Network e AT amp T 5ESS PRI Network e NT DMS 100 PRI Network e NI 2 PRI Network 132 MAXCS ACC 6 5 Administration Manual Chapter 11 Board Configuration If you select a Span Type of Regular ISDN PRI in the El PRI Configuration Window use the following guidelines to set the ISDN PRI Switch mode El PRI Protocol Configuration CH gt Type 00 gt Systern Data 01 gt B Channe 02 gt B Channe Span type selection ISDN PRI setting C E1CcAS Switch mode Channel associated signalling a 03 gt B Channe Austel T5014 PRI 04 gt B Channe a Regular ISDN PRI ETSI NETS PRI 05 gt B Channe 06 gt B Channe D channel is the 16th channel NT DMS 100 PRI 07 gt B Channel Custom ISDN PRI Austel T5014 PRI Network 08 gt B Channe e ETSI NETS PRI Network 09 gt B Channe Set D channel NONE y NT DMS 100 PRI Network 10 gt B Channe V Enable PRI Caller Name 11 gt B Channe B Channel N 12 gt B Channe s NSF Networ
187. ID set to 11111113 6 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 ACC 6 5 Administration Manual 435 Country Signaling Values MFC R2 For 3 digit DID For 4 digit DID For 5 digit DID For 6 digit DID For 7 digit DID For 8 digit DID For 3 digit DID For 4 digit DID For 5 digit DID For 6 digit DID For 7 digit DID For 8 digit DID 436 MAXCS ACC 6 5 Administration Manual Panama Nacional Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits set to 113 6 set to 1113 6 set to 11113 6 set to 111113 6 set to 1111113 6 set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID D
188. 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 100 MAXCS ACC 6 5 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 Add Delete Edit Default Default Language angCustom 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 Language dialog box opens Language Mexico X Description M exico Spanish System Phrase fl
189. Law 76 MAXCS ACC 6 5 Administration Manual Chapter 5 Media Server and Gateway Management Parameter Description Set CT Bus Clock This parameter determines which telephony board will provide the clock signal for the TDM bus If you don t have multiple T1 or E1 boards in a gateway the default Auto setting is recommended The system will find the appropriate board to supply the clock If you have multiple T1 or E1 boards in a gateway the system will automatically select the one with the lowest logical board ID as the clock source 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 Board button Not used at this time Refresh button Refreshes the selected gateway s read only status display Config button Opens the AltiGateway Configuration Tool where you can see information on the selected gateway and change the gateway ID and password for this gateway 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 th
190. 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 IP710 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 240 MAXCS ACC 6 5 Administration Manual 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 IP 600 or programmable key 5 IP 705 the IP phone user will be able to activate a third party headset certified by AltiGen e Flash Alti IP 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 Alti IP 600 and IP 705 When enabled allows the IP phone to Workgroup display workgroup queue status such as number of queued Status Calls the current longest queue time agent login logou
191. MaxAdmin select VoIP gt Enterprise Network Management Enterprise Manager opens without a login dialog box For multisite VoIP domain management from the Windows Start menu select All Programs gt MAX Communication Server ACC ACM gt Enterprise Manager A login screen appears With this method you can log in to the VoIP domain Master from any member system User Name Password tartal Adrnin 192 168 0 10 Login Domain Via Server 192 168 0 10 SS Pe ne 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 Admin member server IP address A Site Admin who logs in this way can make changes on this member server only Enter MaxAdmin password Enter the MaxAdmin password for the member server Enter the domain master s IP address 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 P
192. Media server is using ID 01 IP Extension IV Enable IP Extension Connect Voice Stream to Server Dynamic IP Address Static IP Address Logon IP Address Me Ue a Ua Home Media Server ID 01 X lt _ ___ Enable 3rd Party Sip as I Enable Fallback to Mobile 02 Mobile Extension Channel 13 000 Re Scenario 3 Multiple HMCP Media Servers For 500 PBX users or 200 call center agent installations that require more than 200 recording sessions you may deploy multiple HMCP Media servers to achieve load balancing and failover protection The following example shows two HMCP media servers to provide up to 2 000 G 711 VPR 400 compressed codec and 240 members of Station or MeetMe conferencing 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 IDs 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 For the remaining IP extensions assign extensions in a department in the same Media server 144 MAXCS ACC 6 5 Administration Manual IP Extension JV Enable IP Extension Connect Voice Stream to Server Dynamic IP Address
193. NA 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 limit 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 MAXCS ACC 6 5 Administration Manual 221 Chapter 15 Extension Configuration Setting Up Monitor Lists The Monitor List tab provides for setting up lists of extensions for which call processing events can be monitored by the extension user Once a monitor list is established the application logging into the extension can receive call events for the monitored extensions The monitor list is available in the MaxCommunicator and MaxAgent Monitor windows AltiConsole and in Line Monitoring events in AltiGen SDK 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
194. NIS Caller ID In call signaling depend on how many DID digits set to 115 K 36 set to 1115 K 36 set to 11115 K 36 set to 111115 K 36 set to 1111115 K 36 set to 11111115 K 36 Country Signaling Values Venezuela Nacional MFC R2 E1 ISDN PRI Installation 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 This section describes the configuration procedures necessary to implement El 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 Inthe Board Configuration window click the Board Configuration bu
195. Notification or Reminder Message by Calling a testgroup 450 Marketing Work Phone C Pager C Extension 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 Send Notification or Reminder Message y y Schedule cf Seconds after NonBusiness Hour Dialing lo Seconds after Answered Fom i2004M H To fizooaM Apply to Cancel Apply 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 hunt groups See Apply to Button on page 254 for more 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 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 260 MAXCS ACC 6 5 Administration Manual Chapter 19 Hunt Group Configuration e Extension is set to notify Urgent Voice Messag
196. Ord TechSupport Ogabi 111 Remote Gilbert IP James Coucoulas 112 Virtual Gl Training Matt 113 Remote Jimmin Y _Femove gt Scott Lee Remote 114 Virtual Jimmin D James Peng2 114 Remote Jimmin Y TechSupport Gayne 115 Remote Jeremiah Default PolycomlP Gaynor 116 Remote Tamika eu Thanh Quy Nguyer 119 Virtual A Jeff Kays Joseph Chiu Remot 120 Virtual Satisfacti John Fracisco Rem 122 Remote Test Ext Yan Zhang Remot 123 Remote VOIP De E Peter Fia si 124 Virtual Workgro ole 130 Virtual MkTest 1 Roland Wu Remot 132 Virtual MkTest 2 Roland we pia 132 Remote Drew 5 tt e 140 Remote TestEXT KIES l Ba 149 Remote Todd C 152 Remote Account 153 Remote Accoutin 155 Virtual Gl 3T Demo 157 Remote Gilbert A bd gt Add Del Apply Ta OK Cancel Apply Help Figure 11 Extension Configuration Monitor List tab 222 MAXCS ACC 6 5 Administration Manual Chapter 15 Extension Configuration To add members to the list 1 From the Monitor Available list select the extensions to add to the extension user s MaxCommunicator Change Monitor window 2 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 MAXCS A
197. P 0 O 100 Eng 00 0004 idle 3 10 10 0 8 235 256 o 110 Sale 00 0006 idle 137470501 002351 er z z o 2 sps casei 132 MkT 02 0001 10 10 1 24 idle D 2162955464 002351 f 222 Man 00 0008 idle 5106514983 000225 E 4 Triton12E 60GW02 223 adp 00 0010 idle 3 10 10 0 8 793 256 E 5 Triton12E S Gwo2 228 Rola 00 0001 idle o 6 Triton12E 4 Gwo2 O 231 Shir 02 0057 10 10 1 8 idle ki o 7 Triton12E 30GWO02 242 Rod 02 0056 10 10 1 11 idle o 8 Triton12E 2 Gwo2 p 1 Trunk View y 248 Meil 00 0015 idle o 9 Triton12E 10GW02 256 Paul 02 0000 10 10 1 26 idle Reset o 10 Triton12TGSLS O Gwo2 261 Ron 00 0005 idle Location Type Status Duration Allo 11 Triton12E 7 GWO2 262 Ron 02 0003 10 10 1 28 idle 02 0066 SIP Tie idle A o 474 Telc 00 0000 idle 02 0067 SIP Tie idle n E Tonto omano 501 Sim 00 0012 idle 02 0068 SIP Tie idle e 13 TritonIP30PT 1 GWO2 sos Sus 02 0002 10 10 1 29 idle 02 0069 SIP Tie idle 1 TritoniP12PT oe Gwo2 O 740 Lesli 00 0007 idle O 02 0070 SIP Tie idle o 15 TritonPRI 2 Gwo2 769 Scot 00 0003 idle 02 0071 SIP Tie idle 784 Fed 00 0002 idle 02 0072 SIP Tie idle O 785 Tele 00 0014 idle 02 0073 SIP Tie idle 02 0074 SIP Tie idle 02 0075 SIP Tie idle 02 0076 SIP Tie idle 02 0077 SIP Tie idle 02 0078 SIP Tie idle 02 0079 SIP Tie idle 02 0080 SIP Trunk not ready 02 0081 SIP Trunk not ready 02 0082 SIP Trunk not ready
198. P address first to make the primary system run properly MAXCS ACC 6 5 Administration Manual 367 Chapter 26 Redundancy Configuration Getting Notified When the System Switches Over When a system switches over through the Redundancy feature or when the Dataprobe switch box is down the system can be configured to make calls to pre configured extensions groups or outside numbers To enable this option in MaxAdministrator go to Extension Configuration gt Notification tab select the extension or group number and check the When Redundancy Switch Over to This System check box Extension Configuration 100 Physical Agent Agent Supervisor Extension Restriction Answering One Number Access Monitor List General Group Speed Dialing Mail Management Notification PhysicallAg n Message Notification Notify this extension a ewe a Mar j None E when emergency number has been dialed 103 IP Global Car C Urgent Voice Messages Only when unusual call activity has been detected 104 Physicall g Jim Mar C AllVoice Messages IV when redundancy switch over to this system 105 PhysicaliGl Vi Mar i Figure 6 System Switchover Notification in Extension Configuration Maintenance When you need to reconfigure or shut down the systems follow these guidelines Bootup Shut Down Procedures If the board configuration for the default gateway GW ID is 0 is changed or a SIP Trunk license is changed
199. P phones Analog phones or 3rd party IP phones are not supported Client Application Enhancement Line Park Supported on MaxCommunicator and MaxAgent The administrator can assign Line Park groups to an extension in the Line Park configuration When configured the assigned lines will show up on the Line Park tab in MaxCommunicator and MaxAgent clients The extension user can park a call from the client application and allow other users to pick up the call from either an AltiGen IP phone or a client application MAXCS ACC 6 5 Administration Manual 5 Chapter 1 Overview 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 local calls An administrator also 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 Automatic Dialing Plan Rules Administrators can configure a call return rule based o
200. S If the IP extension has not configured TLS as its transport and the codec profile supports it then the codec profile policy holds To set IP address ranges and assign codec profiles to them in Enterprise Manager click the IP Codec tab Enterprise Manager Servers jolx ES A m ee gt 2 Oo Dodam lv Logout Servers Codec User Department GlobalLCR Help About Domain Name I Information IP Networks IP Dialing Table IP Codec Number Plan gt Server ID Lenath 3 Inter Gateway Codec 6711 X IP Device Range Global Server Location From To Codec Pipe 10 10 18 21 10 10 18 21 6711 NA r pelts antl es esa tg 100 19 10 10 100 19 10 10 Default NA 4 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 Cm Erre e Cene 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 1P 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 Default v i ok Cancel MAXCS ACC 6 5 Administration Manual 327 Chapter 25 Enterprise VoIP Network Management 2 Enter an IP address range for dynamic IP addressing or enter the same address in each f
201. Serv Media Server Gateway2 Gateway Type Address 0 0 0 23 Password Country Jusa amp Canada y Home IP Exts p J Enable Media Server on Softswitch rm CT Bus Mode C A Law Mu Law r Set CT Bus Clock Auto Manual Z Refresh Delete Attach Config Cancel Apply Help Figure 4 Softswitch Component Configuration window Media Server Gateway tab Setting Parameters To read or set parameters for a specific gateway first select the gateway in the list on the left After making changes to a gateway click Apply before selecting another gateway When you are finished with the window click OK Parameter Description ID Name Type 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 MAXCS ACC 6 5 Administration Manual 75 Chapter 5 Media Server and Gateway Management Parameter Description Name Type The name you gave the selected gateway for easy identification 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 Add
202. Server IV Enterprise Manager 7 HMCP Media Server IV Gateway InstallShield E Cancel To install the primary softswitch or secondary softswitch select Softswitch and HMCP Media Server or Softswitch to install The installation will prompt you to input the IP address of the VM server and Enterprise Manager Note The VM server and Enterprise Manager should be installed on another machine They can be installed with HMCP Media Server or IP gateway but should not be installed with Softswitch When you install the VM server and Enterprise Manager the installation will prompt you to input the IP address of the Softswitch MAXCS ACC 6 5 Administration Manual 27 Chapter 2 System Requirements and Installation Chapter 26 Redundancy Configuration on page 367 gives details on configuring for redundancy However because of the variations of redundancy setup depending on your system please consult with AltiGen before installing a redundancy system 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 MaxAdministrator 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 ins
203. Settings for speed dialing Name New Call button E Contacts Microsoft Outlook Settings for phone number formatting and dialing automatically add country code to local phone numbers Dialing Properties Number 408 555 1234 Dialing Properties C create new Journal Entry when starting new call Call status On hook a Lu t Dialing Options 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 Call in the New Call window 404 MAXCS ACC 6 5 Administration Manual Chapter 29 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 ONS ieee Na MAXCS ACC 6 5 Administration Manual 405 Chapter 29 TAPI Integration 406 MAXCS ACC 6
204. TrdLog txt HGwGenLog txt Qtmlog txt Loggservice_Mutex txt CallQManLog txt HGwMsgLog txt MEMORYTRACE txt CDRLogDLL txt CDRLogTrace txt threadid txt MidNightLog txt NewCDRExt txt TritonSPLog txt ConfigLog txt logservice Internal 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 ProcInfoLog txt ExceptionLog txt GWMsgLog txt System Configuration Data Collects system configuration data including System Extension Trunk AA configurations 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 IPPhone dump log in AltiServ Log IPP 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 D
205. XE AltiWareHtml of HTML files showing details of your MAXCS configuration To use Configuration Reader 1 Launch Configuration Reader from Start gt All Programs gt MAX Communication Server ACC ACM gt Utilities gt Read Config ReadOE for AltiWare ACC 5 1 and AltiWare ACM 5 1 Eg Open previous gt Read Data From ReadOE file Create new _____ ReadOE file Output all m Output Data to utput a a a y CNAltiServ ExeNAltiwareHtml B configuration to M Folder iServ Exe Altiw areH tml Browse I ReadOE Data File 0 WltiServ Exe altigen_re dat Browse this folder W To properly diagnose the system s problem AltiGen s Technical Support Engineers may ask you to provide the Output folder file 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 ACC 6 5 Administration Manual 419 Chapter 30 Tools and Applications Work Hunt Group
206. a Forward The Call to 252 Demo Workgroup Forward The Callto KEMEN KAAMEN z 260 Test Shirley 9 a E z Y 270 Department Plat 300 DA testgroup 450 Marketing Work r Forward All Calls T Enable Forward to z Number of Rings before Handling E 2 m Intra Group Call Distribution gt r Group RNA Logout Handling C Ring First Available Member If all group members RN amp Logout forward the call to C Ri p Bipa Ne ee Meneer FF EnableFowadto faa El Ring All Available Members TF Enable Single Call Handling for Agents Cancel Apply Help Figure 5 Huntgroup Configuration Call Handling tab Handling Busy Calls You have several options for handling calls while the agents in a hunt group are busy If you do not enable busy call handling the caller simply hears a busy signal To enable the options check the Enable Busy Call Handling check box then select from the following forwarding options Group Queue The caller will stay in the hunt group queue waiting for any agent to become available 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 AA forward caller to an auto attendant Extension forward caller to an extension Group forward caller to another group e Line Park forward caller to a Lin
207. a arada E A amar E AS A eh A 398 CHAPTER 29 TAPI Integration oooooonoocnnnr a a a a aa 399 Installing the TAPI Proxy Server saasaa ee 399 Setting Up th he Client seie 2 ir E eA a ne 399 Install the AltiGen TAPI Service Provider on the Client 400 Set Up Phone and Modem OptionS saasaa aa a 400 Set Up Phone Dialers sca di 84 eke aa wha aa d e Ba a 402 Testing TAPI Service Provider on the Client SysteM 403 Making a Call in Microsoft Outlook 1 0 0 0 0 es 403 Changing TAPI Configuration Parameters 00 000 eee eee eee 405 CHAPTER 30 Tools and Applications 0 0 o ooo ooo oo 407 AltiGen Board Testo ra a a ea a ws 407 CT BuS Testo TOO dirani Pg A ek eM a ne aa ae Ae Be aw 408 Media Server Gateway Configuration Tool 0000s eee eee 408 Backup and Restore Utility 2 aaa es 409 Backing Up Files 2 2 0 soak ened do eh a ee ee ech BAC ATE da 410 Scheduling BackupS 2 0 00 como ee ee A le os 410 Restoring Backed up Files niay ocra riene a es 411 MAXCS Admin amp Extension Security Checker aasan aaa 412 Checking Extension Security ooooooo om 412 Start amp Stop All AltiGen Services 20 00 0000 eee ee 414 Trace Collector ai eee ace Meme ae ea oa Pen dae eo 414 Limitations oe sna ee ate tee Belek Gog oo ee a Ba ik eG et eee 417 Voice File CONVerter sac 64 een e eee a add aia 418 Read CONFIG a iw cate kth eye A eee doth ee Ba ae eA ee 4
208. age 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 Allow PSAP to identify the caller s information and exact location by matching the Automatic Location Identifier 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 Ti 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 TIf 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 CallerID PRI trunk transmitting caller ID rules 1 4 If extension has Transmitted CID configured this number will be transmitted first If not configured go to next If extension has
209. age AA or extension 1 ToS O 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 ACC 6 5 Administration Manual 105 Chapter 8 Multilingual Configuration In Call Routing Configuartion E DNIS Routing Caller ID Routing m Name UK English 8002584402 Spanish Direct Line 8002584401 English Direct Line Workdays During Business Hours Route Incoming Calls to Extension E Route Incoming Calls to AA 1 X C Route Incoming Calls to Operator Workdays Outside Business Hours Route Incoming Calls to Extension z Route Incoming Calls to AA 1 y Route Incoming Calls to Operator Non Workdays C Route Incoming Calls to Extension r Route Incoming Calls to AA 1 X C Route Incoming Calls to Operator Add Delete Call Priority Call Skill Level Requirement T Set Cal Prioity 5 T secaska Js 3 Holiday Profe System y anguage Setting z Business Hours System y fuk English y Figure 5 Configuring the language setting in DNIS OK Caca zo He See DNIS Routing on page 177 for rules and restrictions on routing using DNIS Which Language Will Be Used MAXCS follows these rules to determine which
210. 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 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 ACC 6 5 Administration Manual 275 Chapter 22 Workgroup Configuration Agent ready not ready and wrap up management Record inbound and outbound workgroup calls Allow supervisor to redirect call Allow supervisor to change call priority in queue ACM Define workgroup operation hours and routing ACM Auto logout all agents after operation hours ACM Priority queuing and call distribution ACM Skill based routing ACM Caller selectable information menu while in queue ACM Agent s Phone Operation Set Login 54 and Logout 56 Set Ready 90 and Not Ready 91 Set outbound WG number
211. ager 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 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 VoIP 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 VoIP codec channels to record conversations The basic guideline is to have one codec channel per agent Because recording files require 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 the following information R mmddyyyy_hhmmss callerID calleeID workgroupID DNIS sessionID R mmddyyyy_hhmmss is the time stamp when the recording starts e callerID is the caller ID or extension number It could also be bgn for barge in call sm for a silent monitor call e trk bbcc for an inbound trunk call without caller ID bb is the board logical ID and cc is the chan
212. agnostic trace settings are not synchronized between the primary and secondary servers MAXCS ACC 6 5 Administration Manual 369 Chapter 26 Redundancy Configuration If the board configuration for the default gateway is changed or the license for the SIP Trunk is changed you must reboot both the primary and secondary systems to make the change take effect The correct order for reboot is 1 shut down inactive system 2 shut down active system 3 start active system 4 start the inactive system HMCP installed with Softswitch is not supported if VLAN is used This is because to run HMCP VLAN needs one additional NIC but redundancy supports only two NICs e If the active system needs to be shut down for maintainance control must be manually switched from the active system to the standby system first 370 MAXCS ACC 6 5 Administration Manual CHAPTER 21 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 button on the toolbar r Extension Extension LastName FirstName EMalName str Channel l 1000 ext1000 13 3 2222 ext2222 13
213. all 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 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 216 MAXCS ACC 6 5 Administration Manual Chapter 15 Extension Configuration 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 To Voice Mail To AA select the auto attendant number to use in the drop down list under the option
214. all restriction settings to one some or all extensions See About the Apply To Button on page 194 for more information on using Apply to Setting Call Restriction Options You can use one of the following options in setting restrictions on an extension or on multiple extensions using Apply to No Restrictions on Outcalls Internal Calls Only extension to extension 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 Allow Internal Local Unrestricted and Defined Prefixes In 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 In addition to System Prohibited Prefixes you can block this extension from dialing the numbers defined in the Prefixes Disallowed boxes 214 MAXCS ACC 6 5 Administration Manual Chapter 15 Extension Configuration 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 V Allow Extension User to
215. aller may not hear the exact ringback tone provided by the CO the caller may not hear any ringback tone at all MAXCS ACC 6 5 Administration Manual 325 Chapter 25 Enterprise VoIP Network Management Parameter Description SIP Transport There are several SIP Transport options Note that security options TLS and SRTP can be configured for individual IP phone extensions in the IP Phone Configuration screen For more information on security settings see SIP Transport in the table on page 234 Extension level configuration takes precedence over a codec profile that is assigned in Enterprise Manager See the next section UDP User Datagram Protocol is a communications protocol that offers a limited amount of service when messages are exchanged between computers in a network that uses the Internet Protocol IP TCP Transmission Control Protocol is a set of rules protocol used along with the Internet Protocol IP to send data in the form of message units between computers over the Internet TCP is known as a connection oriented protocol which means that a connection is established and maintained until such time as the message or messages to be exchanged by the application programs at each end have been exchanged TCP is responsible for ensuring that a message is divided into the packets that IP manages and for reassembling the packets back into the complete message at the other end Note AltiGen phon
216. alog box 138 MAXCS ACC 6 5 Administration Manual Chapter 11 Board Configuration The number of configured channels and licensed channels are displayed AltiServ is set by default to support 60 SIP extension channels You can change the number of SIP extension channels and tie trunk channels 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 157 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 EY Protocol Setting O FastStart Enabled If you change the maximum number of Max Tie Trurk Channel 80 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
217. alternate server must be assigned in Servers gt Information tab gt AltiGen IP Phone Redirect panel The Redirect option is not available until an alternate server is assigned Only AltiGen IP phones that are global and have no conflict with the extensions of other sites can be configured to redirect To configure an AltiGen IP phone to redirect 1 In Enterprise Manager click Users button gt Resolve tab 2 Select a global IP phone whose server has an alternate server assigned 350 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management Note The AltiGen IP extension may need to be pre configured on the alternate server to match its configuration on the home server so that it works as expected For example the alternate server may have a different call restriction policy The extension on the alternate server may belong to a different workgroup The greetings may be different even if the extension number is the same 3 Check the Enable Switchover to Alternate Server check box AltiGen IP Phone Redirect i Note If an extension configured with the redirection feature is manually relocated by the system administrator in Enterprise Manager or by the user pressing 27 the redirection feature will be removed on the new site If the extension is manually relocated back to its original site the feature is recovered Changes to AltiGen IP Phone When Redirect Is Configured After the redirection fea
218. am 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 Set SIP transport settings for SIP security Enable SIP telephony service for a selected third party SIP device 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 ACC 6 5 Administration Manual 233 Chapter 17 AltiGen IP Phone Configuration This opens the AltiGen IP Phone Configuration window where after setting up an IP extension you can set parameters for the extension General iP 710 720 IP 705 IP 600 INACTIVE ACTIVE 710 7 General Info Time Display Network Setting 102 INACTIVE ir 104 INACTIVE Version aise 00 00 y 105 ACTIVE 710 n TOS DSCP Hex 00 107 INACTIVE Altiserv 0 0 0 0 Eotmat 03 00PM 12H zi 108 ACTIVE 710 n ATE I Enable Configure Password TFTP T Enable VLAN 112 INACTIVE a 113 INACTIVE Server 0 0 0 0 Line Port VLAN o 114 INACTIVE Default Trunk Access Code 116 ACTIVE 710 I ResetIP Phone
219. ame Sever Status Password Internal Log Service 127 0 0 1 connected Default Add Remove Edit Refresh r Intemal Database Configuration Active database retaining period E months IV Archive purged record s E 3 month s per archive file y Accounting Data Processing I Enable Data Output Available Ports y Baud Rate COM C COM2 300 1200 C JEK C cond C com4 C 192 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 creating a new database Press OK or Apply MAXCS ACC 6 5 Administration Manual 61 Chapter 4 System Configuration External Remote L
220. ame Slips counter shows the number of frame slips for the transmitter Use the Clear button to reset the statistics counters 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 For Ti 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 Zero Code Suppression 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 seven 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
221. ame as its workgroup 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 MAXCS ACC 6 5 Administration Manual 279 Chapter 22 Workgroup Configuration Numbers Letters Numbers Letters 2 A B C a b c 6 M N O m n o 3 D E F d e f 7 P Q R S p q r S 4 G H I g h i 8 T U V t u v 5 J K L j k 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 ca
222. an 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 11th 14th and so on will be 282 MAXCS ACC 6 5 Administration Manual Chapter 22 Workgroup Configuration recorded Using this example in the following table the shaded calls will be recorded fl geld AAA ee a ae ee EE ENaNEhoUnOum in IN IN our our MOURNE a our 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
223. 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 Transport 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 VoIP 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 ar
224. ang_Mexico Directory Custom Phrase z recon 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 ACC 6 5 Administration Manual 101 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 x Language AA Feature Code 12 ID Name Multilingual Enabled 7 Enable Multili
225. ange El a2a Organization Configuration 1424 Mailbox BE Unified Messaging L Client Access Se 52 Hub Transport LesliexiaSS Default Policy 3 Unified Messaging 3 Server Configuration E 8 Recipient Configuration A Mailbox R Distribution Group 5 Mail Contact a Disconnected Mailbox 28 Toolbox L QA_4digit Default Policy 113 Sip Default Policy EE SipDialPlan Default Policy MI WWPC Default Policy QA_4digit WAWPC UM Dial Plans UM IP Gateway UM Mailbox Policies JM Auto Attendants EN Sr SipDialPlan SipDialPlan Actions Unified Messaging i New UM Dial Plan pe New UM IP Gateway 6 objects TA New UM Mailbox Policy EB New UM Auto Attendant View Refresh R Help New UM Mailbox Policy Figure 9 A Default UM Mailbox Policy is created when you create a new dial plan 3 After creating a dial plan open its Properties dialog box select the Settings tab and change Audio Codec to G 711 see Figure 10 4 Click OK LesliexiaSS Properties xi General Subscriber Access Dial Codes Features Settings Dialing Rule Groups Dial by name pimay method a SMTP Address 6711 Dial by name secondary method Audio codec Operator extension Logon failures before disconnect Timeouts and Retries Maximum call duration min Maximum recording duration min Recording idle time out sec Input idle timeout sec Input retries HT Inpu
226. anguage 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 ACC 6 5 Administration Manual 99 Chapter 8 Multilingual Configuration Enable the extension user to change the preferred language for the extension by using a feature code 12 if desired Configure the Language Setting in DNIS if desired Creating Language Phrase Packages For each set of phrases you want in a different language you need to have phrases recorded in that language See Using Professionally Recorded Phrases on page 97 for details Each language s phrase package must contain phrase files and two text files one text file that lists syntax rules for numbers and
227. application is not available Use the If application is not available forward to drop down list to select the forwarding destination The options are 116 MAXCS ACC 6 5 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 extension 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 call will follow the extension s RNA or busy call handling 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 changes to connected MAXCS ACC 6 5 Administration Manual 117 Chapter 10 Application Extension Configuration 118 MAXCS ACC 6 5 Administration Manual CHAPTER 11 Board Configuration This chapter shows how to config
228. arding 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 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 O
229. artment Global LCR Department Member Configuration Name Description Engineering Engineering Dept Marketing Marketing Department Tech Support Tech Support Add Remove Member Extensions Extension 110 123 217 739 767 769 Full Name SalesOrder VOIP Demo Scott Lee Steven Zha Shirley 2nd Scott2 Lee2 Help DB dite About Server Nai HEAVY ME HEAVY ME HEAVY ME MAX1000 HEAVY ME MAX1000 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 Carolyn Carolyn JimminY Vi Duong Vi Duong Monique Jennifer Jennifer Jennifer Allison N Allison N SDK sup David Lee SalesOrd SalesOrd Gilbert IP Gilbert IP Training Monique Jimmin Y Jimmin D Jimmin Y MAX1000 R be BEES Server Name ENTERPRI 2 HEAVY ME HEAVY ME ENTERPRI HEAVY ME ENTERPRI ENTERPRI HEAVY ME ENTERPRI ENTERPRI MAX1000 R HEAVY ME ENTERPRI HEAVY ME MAX1000 R HEAVY ME ENTERPRI MAX1000 R ENTERPRI HEAVY ME MAX10D0 R HEAVY ME HEAVY ME MAX1000 R f_ HEAVY ME Em Figure 3 Department configuration To define a department 1 Click the Add button at the bottom of the Department pa
230. ation e Each item is an action point with its ID number and name e The top of the tree is a O for Origin A timeout is indicated by a T e 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 e 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 92 MAXCS ACC 6 5 Administration Manual Chapter 7 Auto Attendant Configuration Second step 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
231. ault 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 Lets you configure the length of the RTP packets for Length ms 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 324 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management Parameter Description G 729 RTP Packet Length ms DTMF Delivery Applies to SIP protocol only SIP Early Media Applies to SIP protocol and SIP trunk only 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 Default If 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 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 c
232. 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 46 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 reserve 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 VoIP 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 co
233. ay 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 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 194 for more information on using Apply to However since the available options vary with the type of extension you can only apply the choices to the same type of extension For example If you are working with the settings for a virtual extension you can use Apply to to apply changes to one some or all virtual extensions but not to physical extensions MAXCS ACC 6 5 Administration Manual 215 Chapter 15 Extension Configuration 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 xi p Agent Supervisor Extension General Group Speed Dialing Mail Management Notification Num Type Name i Restriction Answering One Number Access Mon
234. ay the Newest Voice Message First r Capacity r Press O option Max Number of Messages 100 Forward the call when caller press 0 Mailbox Size 50 MB while listening to group greeting Max Message Lenath 5 min Forward to Operator ha Retention Length of Saved 60 day s 3 z m Voice Mail Access Option J Enable agents to access voice mailbox of workgroup 4 2 Add Delete Apply to Cancel Apply Help Figure 3 Huntgroup Configuration Mail Management tab Note You can use Apply to to apply mailbox settings to one some or all hunt groups See Apply to Button on page 254 for more information on using Apply to Disabling a Mailbox When you disable a mailbox the normal greeting is played but callers cannot leave messages Setting E mail Options On the Mail Management tab you can set the e mail options for the hunt group 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 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 258 MAXCS ACC 6 5 Administration Manual Chapter 19 Hunt Group Configuration Enable Mail Forwarding selected the hunt group
235. back 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 Supervisor Queue Control When the Allow Redirect Call check box is checked a workgroup supervisor can redirect queue calls using the MaxSupervisor application Agent Logout Reason Codes In a workgroup environment logout reason codes allow agents to specify why they are signing off from the workgroup and the manager can view that information If logout reasons are required the system requests a reason at logout from the phone set and from the Agent application 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 Logout Reason Configuration Agent Logout Reason m Agent Logout Reason Code 0 Bek 11 A 02 kuen 12 fo 03 Pam FSC o4 Poes o a 05 Meis 4 06 Taini tsi a BUY D7 FC O 17 Fs 08 oO 18 CO og U y O 19 NN 10 NAAA A AAA O 20 AAA j IV Logout reason code required Cancel Apply Help Figure 8 Agent Logout Reason Configuration window To require logout reasons check the Logout reason code required check box To define reason codes type the associated reason into the text box next to the code you want to associate with the
236. 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 166 MAXCS ACC 6 5 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 Gain to OdB Results are displayed in the Rx Level at 600 Ohms field Performing Impedance 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
237. 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 48 MAXCS ACC 6 5 Administration Manual Chapter 4 System Configuration Parameter Description First Digit Translator Configuration Dialed Digit Translator E x Select Digit Translator First Digit Translator si a O me o geo Figure 3 Single Digit Routing To set up a First Digit Translator entry select the check box to the left of 1 9 or then enter the desired digits When a box is checked
238. ber that will be dialed when the system tries to ring this mobile extension Do not include the trunk access code e Caller ID When this mobile extension user calls into the system the system will use this caller ID to match the extension number If the caller 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 You need to assign a mobile trunk Group ID to this extension The system will dynamically allocate a mobile trunk port within this Group ID 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 MAXCS ACC 6 5 Administration Manual 249 Chapter 18 Mobile Extension Configuration Mobi
239. bers 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 For each class select the type of number numbering plan from the drop down list Type of Number Unknown International National Network Specific Subscriber Number 134 MAXCS ACC 6 5 Administration Manual Chapter 11 Board Configuration Numbering Plan Unknown ISDN National Private The setting Unknown is used when the user or network has no knowledge of the numbering plan In this case the number digits field is organized according to the network dialing plan B Channel Maintenance Message This setting controls B channel initialization and maintenance message exchange between MAXCS and the CO when the system starts up Select the maintenance message that will be delivered on the B Channel 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 received 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 Enab
240. bes 11 None 197058 97058 Shared 9037 None Send inbound caller ID only 12 277 51642 151642 51642 Shared 3037 3037 Replace with Following Number 13 None Shared 3037 3037 xl m Mobile Trunks M DNIS Access Numbers Board Trunk Alloc Mobile Exte Status Maximum of 10 Numbers TritonPRI 2 D D Shared None Idle TritonPRI 2 0 1 Shared None Idle E gad 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 D 7 Shared None Idle TritonPRI 2 D 8 Shared None Idle TritonPRI 2 0 9 Shared None Idle xl Add Remove Refresh 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 Caneel _ 2 Limitation The mobile extension board can be configured in only one of the gateways 2 Click the Add Remove button to add mobile trunks MAXCS ACC 6 5 Administration Manual 245 Chapter 18 Mobile Extension Configuration Add Remove Mobile trunks xi Mobile trunk Member List Not Member List Board SIPSP O GWw00 2 SIPSP J GW00 2 SIPSP J GW00 2 SIPSP J GW00 2 SIPSP J GWO0 2 SIPSP O GW00 2 SIPSP O GW00 2 2 0 0 0 0 0 0 Board Span Channel TritonPRI 2 0 ALL 000 SIPSP 0 GW00 Tri
241. ble Redundancy check box c Enter IP addresses for the primary and secondary servers d Enter a redundancy key your password for redundancy it needs to be the same for primary and secondary systems e Click OK or Apply when finished Replication begins The secondary system replicates the primary system s configuration voice mail and other files which will take from several minutes to an hour depending on the amount of extensions and their voice mail files 6 Later when replication is complete check the option Automatically assume control when active system is not available To find out when the replication is complete or a system is updated see Checking the Status on page 360 Note This option is only available for the standby system Once redundancy switchover occurs the formerly active system is now the standby system This option for the new standby system will be unchecked You should check it manually after making sure that the new standby system is recovered If this option is unchecked on the standby system the following message pops up when the administrator logs on to the server or opens the Redundancy dialog box A The option to automatically resume control is unchecked on the standby softswitch This option must be checked to enable automatic switch over for Redundancy Checking the Status From either the primary or secondary server select System gt Redundancy to open the Redundancy dialog bo
242. board to open the main Board Configuration window x m Board Info Board Logical ID fo Board Name Max10804 0404 71 06600 m Channel Mapping List r Channel Group Info Logical Type Total Number of Channel Group 5 0 Analog Exte 0 Top 1 Analog Exte 1 Top 0 gt Ok Analog 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 Analog Exte 5 Top O 2 gt Ok Analog Trunk on Top Slot 6 Analog Exte 6 Top g 7 Analog Exte 7 Top e 3 gt Ok Analog Trunk on Bottom Slot 8 Analog Exte 0 Bottom o 4 gt Local Alarm T1 E1 on Bottom Slot 3 Analog Exte 1 Bottom 10 Analog Exte 2 Bottom 11 Analon 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 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 Confi
243. bution Lists o oo oooooooeeeeee 86 Defining a Distribution List o ooo oooorrero es 87 CHAPTER 7 Auto Attendant Configuration 0 0 00 c eee ee 89 Planning Is Essential ve be eke Pe ete Oe es ave 4 89 Example AA Planning 002 04 ace ep a a eee Ae a 90 Adding Auto Attendants 90 Configuring Auto Attendants saasaa aaa ea a ee 92 Configuring Menu Items 2 0 nenian awra 92 Making Auto Attendant Assignments 000 eee tees 96 Phrase Management os 6 bade ea ee a ea ee RP 96 Using Pre Recorded Prompts 0 002 eee eee eee 96 Recording Custom Phrases from the AltiGen Phone 0000 es 97 Using Professionally Recorded Phrases sasaaa aaa es 97 CHAPTER 8 Multilingual Configuration 000 eee eee 99 Configuration Overview sasssa aaaea 99 Creating Language Phrase Packages 00 eee eee eee eee 100 Storing Language Phrase Packages 0c eee ee ns 100 Configuring for a Multilingual System ooo 20000002 101 Enabling Multilingual Support in the Auto Attendant 102 Configuring the Extension 2 00000 cee 103 Extension User Can Change Language SettinG o oo 104 Using DNIS to Set the Language 20 c ees 105 Which Language Will Be Used 2 2 000000 ee 106 CHAPTER 9 Call Recording Configuration 0 0 00 eee 107 Description of the Recorded File Name 0 0 ee 107 Configuring Call Recordi
244. c extension and sends them to preprogrammed destinations such as voice mail or the operator Extension Activity Display 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 an MaxCommunicator MaxAgent 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 MAXCS ACC 6 5 Administration Manual 7 Chapte
245. 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 Workgroup B the Workgroup B member will only be able to pick up personal calls to 1001 not workgroup calls e In MaxSupervisor 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 Virtual x pAgent Supervisor Ertension General Group Speed Dialing Mail Management Notification Restriction Answering One Number Access Monitor List Virtual EngAlph 4 100 Remote Enterpris Member List pormertejisl 101 Remote Gilbert Hu Number Name OoOo _ Name a 102 Remote Jimmin Yao bh 100 Eng lpha Desk Leo Liu 103 Remote Carolyn Monique Tsuei Ren 104 Remote JimmirnYa bh Monique AltExt Ren 105 Remote ViDuong bh Monique IPextensio 107 Virtual Jenniferx lan MeBidefriemon 107 Remote Jennifer Keyur Shah Remote 108 Remote Allison N Martin Humphers R 109 Remote test Mati jki 110 Virtual Sales
246. 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 O 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 212 MAXCS ACC 6 5 Administration Manual Chapter 15 Extension Configuration 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 If the pager carrier cannot provide an answer supervision signal check this option and set a delay time Default 5 seconds maximum 30 seconds Seconds after Answered If the answer supervision signal is provided by the carrier check this option and set the delay timer to 2 to 5 seconds In some cases the pager carrier cannot detect DTMF right after the call
247. ce If you increase the Maximum Bridge 40 number of resources the Members eo eo system does not have to be rebooted m MeetMe Conference Maximum Sessions 20 Member 120 EN 30 Agent Supervision Bridge 60 fi 0 fi 0 r Parameters in IP header QoS assignment IP TOS Byte Value HE AD DSCP Value DEC 40 802 1p Priority Value D TTL assignment for multicasting IP only Time To Live TTL Byte Value HExX 01 m Debug sy Send 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 e G 711 VPR 1 000 e G 711 G 723 G 729 VPR 200 e Station Conference Members 120 MAXCS ACC 6 5 Administration Manual 141 Chapter 11 Board Configuration MeetMe Conference Members 120 Agent Supervision Bridges 20 Notes 1 000 G 711 voice processing resources will be licensed to the system when one HMCP Media
248. ce communications require a networking environment that meets certain requirements to deliver and maintain good voice quality The following network configuration guidelines are highly recommended when using MAXCS VoIP features ISP Intranet Quality of Service QoS If you subscribe to the public IP network or use your own Intranet make sure the maximum network delay is less than 100 milliseconds e Also the typical packet loss rate should be less than 1 percent Virtual LANs MAXCS supports virtual LANs in accordance with IEEE 802 1Q A virtual LAN VLAN segments an Ethernet based network into different logical networks that provide different services such as data service and voice service It also defines broadcast domains to reduce network traffic load It provides a managed network environment to run voice and data together smoothly The IEEE 802 1Q header includes IEEE 802 1p a standard method for assigning priority to packets traversing a network It works with the Ethernet MAC Media Acccess Control header at the data link layer The managed switches in a network are responsible for differentiating packets based on their priorities and processing them in different orders Requirements MAXCS 6 5 or above with two NICs for 802 1Q VLAN MAXCS 6 5 or above for 802 1p e NIC support 802 1p for 802 1p e The following IP phone firmware e VLAN 2x65 or above and boot code version 12 or above e 802 1p 2x8x MAXCS 6 5 firmware e
249. ce suppression 6 729 Awithout silence suppression Em Codec Profile Table Profile Setting Name Default Name 6711 for remote IP Phone 6 729 for remote system G711 Tie Trunkig Com gt 711 for remote IP Phone 2 z 0723 for remote IP phone 0 711 Jitter Buffer Range Min 108 max 1108 0 723 Jmer Buffer Range min 305 Max 480 0 729 Jitter Buffer Range min 10 max 490 0 711 RTP Packet Length ms Go x 0 729 RTP Packet Length ms Go m DTMF Delivery Default 5 SIP Early Media CDisable 3 gt Add Remove SIP Transport UDP Assign Codec to Device Configuring codec profile to a single IP address or a range of IP addresses Enterprise Manager Servers 01x ten Be 3 Be Bee ji Logout Servers User Department Global LCR Help About Codec Domain Name Information IP Networks IP Dialing Table IP Codec Number Plan Server ID Length o Inter Gateway Codec 6 711 a IP Device Range Global Server Location From To Codec 192 168 0 0 192 168 255 255 om Nama Wester Status 17216 0 0 172 31 255 255 671 L 01 tele_all YES Active 100 00 10 255 255 255 om L lt 6 o gt D D C 228 MAXCS ACC 6 5 Administration Manual Chapter 16 Setting Up IP Extensions Monitor Codec Usage Viewing codec usage status Current Resource Statistics Refresh Interwal 30 Port G 7
250. ceiving caller Voice over IP Features VoIP features include Bandwidth Control for VoIP Sessions Each server can configure the maximum concurrent VoIP sessions based on its Internet or intranet bandwidth This feature is to ensure that voice quality will not be impacted if too many VoIP sessions are connected at the same time Codec Profile Multiple codec profiles with different settings can be created and applied to different locations Each profile can have a different codec jitter buffer and packet length to accommodate different IP connections DNIS Name Display and Routing over IP 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 MaxAgent and handset Caller ID 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 MAXCS ACC 6 5 Administration Manual 15 Chapter 1 Overview Dynamic Jit
251. cessor with a user configured value To specify the priority value The server side configuration is located in the HMCP board s Board Configuration settings or the VoIP board s Board Configuration gt Advanced setting r Parameters in IP header QoS assignment IP TOS Byte Value HEX AD DSCP Value DEC 40 802 1p Priority Value TTL assignment for multicasting IP only Time To Live TTL Byte Value HEX 0 Al In MaxCommunicator MaxAgent the configuration is in the IPTalk configuration screen MAXCS ACC 6 5 Administration Manual 309 Chapter 24 Network Configuration Guidelines for VoIP Y Configuration eix Extension G 1 General Info Call Handling NY r A One Number Access e de gt e Message Notification E Options IPTalk Option Alert O Echo Suppression Play Voicemail Integration TOS Hex po E Customization 802 1 0 Tab Layout Theme Selection Voice Through SoundMAX Digital Audio X Ring Through SoundMAX Digital Audio Log Enabling VLAN VLAN can be enabled and configured in the IP phone Network gt Enable VLAN gt Yes After enabling set VID Phone and VID PCPort IDs It can also be configured in MaxAdmin in the IP Phone Configuration screen General tab WAN Bandwidth The following table lists bandwidth requirements for various transmission media with different codecs and frame sizes It assumes silence suppression is not t
252. check periodically and remind extension users to use secure passwords MAXCS ACC 6 5 Administration Manual 413 Chapter 30 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 MAX Communication Server ACC ACM gt Utilities gt Start amp Stop All AltiGen Services The following dialog box opens PAattiGen Services Utility Lx 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 upgrade before running some utilities and tools and to apply certain configuration changes To start all AltiGen services click the Start All AltiGen Services button Trace Collector The Trace Collector is for use by experienced technicians 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 a MaxAdmin installed in a remote mach
253. chine from the primary and secondary Softswitch Examples of these external applications include MaxCommunicator MaxAgent MaxSupervisor AltiConsole AltiReport VRManager SuperQ CDR Search and so on All of them have a keep alive connection with the Softswitch When switchover occurs each application detects that the connection has broken and tries to reconnect with the active switching server Initial Device Setup To set up for redundancy do the following 1 Prepare two computers and synchronize their time 2 Plug in the system key to the primary system before the software installation A system key on the secondary system is not necessary 3 At the primary system install MAXCS 6 5 software The redundancy feature is disabled by default 4 Register the Redundancy license through MaxAdmin on the primary system 358 MAXCS ACC 6 5 Administration Manual 5 At the secondary system install MAXCS 6 5 software The virtual board types Chapter 26 Redundancy Configuration H323SP SIPSP and or HMCP must mirror the virtual board types installed on the primary system 6 Set up the Dataprobe K AB system Make sure the IP address of the primary secondary and K AB system are static Configuration Procedures Configure the primary and secondary servers as At the Primary Server follows 1 Install the Redundancy license 2 Configure primary system boards and reboot if necessary 3 Set configu
254. cities rio ioa A a Beer ta api 18 CHAPTER 2 System Requirements and Installation lt lt lt lt 21 Minimum System Requirements sasaaa naaa a ee 21 Supported Operating Systems and Their Requirements 21 CPU Memory and HDD Requirements 0 000 eee ees 23 MAXES LICENSES ui ls a ag ys mete AS ates eis 23 Preparation for Installation saaa a ee 24 Installing MAX Communication Server saasaa aaa es 25 Multi Gateway Softswitch System Installation oooooo o 25 Redundant System Installation o o o ooooooororore eee 27 Installing MaxAdmin on a Network Client oooooooo oo 28 Uninstalling MAXCS o o o ooooororr E p o e ae a R u RA ae aa g 28 Troubleshooting Error Messages aaa 28 CHAPTER 3 Getting Around MaxAdministrator ooooooommmmmmmssa 31 Logging In And QUE s is heei ea ee ee ee ee a ee we age eee a gee ee 31 Changing the Password saasa aaa ee 31 The MaxAdministrator Main Window 0000 eee es 32 The Main Menu vs corno aod ap ben Gee WE el ae oe ae eee ae a ee ae 32 Quick Access Toolbar o oo ooooooo ees 33 Status Barse spira ir A we Sak eek Gee Bee A E ae 34 The View WINdOWS osorno a a a aa 34 Boards View Window k pab sadia ema ea ea ion ee 34 Extension View Window siie isore tacce deky ie ir es 36 MAXCS ACC 6 5 Administration Manual Trunk View WindoW ee ees 37 Call Log View Window 2 0 aaa ee 38 Wor
255. ck to Mobile Extension Virtual Alt Logical Channel ID 5 Mobile Extension Channel 13 000 y Remote ha X gt Pe Nex m Phone Display Number Line Caler Number y Add Del Line Properties Name Line IP Phone Caller Name M Cancel Apply Help Figure 1 Extension Configuration window MAXCS ACC 6 5 Administration Manual 193 Chapter 15 Extension Configuration There are three types of extensions Physical Extensions are associated with a physical port and device usually a telephone set This is what most users think of as an extension Virtual Extensions are not associated with a physical port Virtual extensions can be used as message mailboxes and in telephone sharing environments Users of a virtual extension can log in on any available station to access physical extension features using Feature Codes IP Extensions are generally associated with an AltiGen IP phone The option is unavailable when the Enable IP 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 Sh
256. ck 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 Login 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 AEO Er 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 See the AltiGen web site at www altigen com for more information Click Customer
257. ckup02 ona ext1 07 C altisery db backup02 ona ext333 C altisery db backup02 ona ext444 C altisery db backup02 ReasonCodeT bl c altibackup frivaltiserv db backup02 E xt333 on 6 16 3 30 29 c altibackup frivaltiserv db backupO2 E xt444 on 6 16 3 30 29 c altibackup fri altiserv db backupO2 Itaconfig on 6 16 3 30 29 c altibackup frisaltiserv db backup02 Monitorl 00 c altibackup frialtiserv db backup02 Monitor101 c altibackup frisaltiserv db backup02 Monitorl 02 c altibackup fri altisery db backup02 Monitor1 03 c altibackup frivaltiserv db backup02 Monitorl 06 on 6 c altibackup fritaltiserv db backup02 Monitor1 07 c altibackup fritaltiserv db backup02 Monitor1 49 c altibackup frisaltiserv db backup02 Monitorl 88 C altiserv db backup02 0CRD efaultT Ib 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 gt c altibackup frisaltiserv 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 ext1 03 c altibackup frisaltiserv db backup02 ona ext1 07 c altibackup frisaltiserv db backup02 ona ext333 c altibackup frisaltiserv db backup
258. configured as a tie trunk Note This option not available when T1 CAS is selected MAXCS ACC 6 5 Administration Manual 131 Chapter 11 Board Configuration Setting the ISDN PRI Switch Mode If you select a Span Type of Regular ISDN PRI in the T1 PRI Configuration Window use the following guidelines to set the ISDN PRI Switch mode Protocol Configuration CH gt Type Span type selection ISDN PRI setting 00 gt B Channel Switch mode 01 gt B Channel wise eee 02 gt B Channel Channel associated signalling NI 2 PRI pas 03 gt B Channel AT amp T 5ESS PRI a 4 gt B Channel Regular ISDN PRI NT DMS 100 PRI 05 gt B Channel 06 gt B Channel 07 gt B Channel 8 gt B Channel 09 gt B Channel 10 gt B Channel 11 gt B Channel D channel is the last channel Nic PRI AT amp T 4ESS PRI Network AT amp T 5ESS PRI Network Set D channel cH 23 y NT DMS 100 PRI Network Nk2 PRI Network Custom ISDN PRI B Channel 2 gt B Channel A NSF Network Specific Facilities 13 gt B Channel Logical Interface ID ines 14 gt B Channel 5 gt B Channel Controlled by A REE TEI Terminal endpoint identifier 16 gt B Channel D chan on Board ID ENT i k 17 gt B Channel a Default setting Recommended 18 gt B Channel Span ID DENE o 19 gt B Channel r 20 gt B Channel Enable Tie Trunk C Assigned by CO switch 1 gt R Channel seedy Figure 13 T1 PR
259. 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 52 From To notification during a specified time of day Select the hours in the From and To time scroll boxes Any Time notification at all times every day 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 MAXCS ACC 6 5 Administration Manual 213 Chapter 15 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 SpeedDialing Mail Management Notification fms Nara a Restriction Answering f One Number Access Monitor Li
260. cono 147 CHAPTER 12 Trunk Configuration ooooooommomommnraa 149 Trunks Out of Service ssena a A a a ae dey Sh a a 149 Channel Identification ias sanaan a aa e a ee es 149 Opening the Trunk Configuration Window aaaea 150 Selecting Trunks to Set Attributes 0 a 151 Configuring One or Multiple Trunks o oo ooo es 151 Setting General Trunk Attributes 0 00 ee 152 H323 Tie Trunk Properties cocida ci a a 156 SIP Tie Trunk Properties ic a ee a 156 SIP Trunk Properties simios t Bees A bok Se Rea a ue a A 157 Configuring a SIP Trunk cae ee ee ee ee a ee eee 157 Triton T1 E1 Trunk Properties 0c es 161 Caller ID and DID Incoming Sequence Example e 163 Triton Analog Trunk GS LS Properties ooo oooooooomoo mo 164 Performing Impedance Match on Your OWN o o o oocococoocoooooo om 167 Using the Match Impedance Button ooo ooooooo ooo mm mo 167 Measuring the Rx Level of a Trunk Channel o oooooo 168 If You Need to Improve the Rx Level o ooo 169 If You Don t Have the Milli Watt Test Number oooooo 169 Incoming Call Routing o ooooo eee 173 Regular Trunk Call Sse n id a ad a eee 173 Outgoing Call Blocking 0 ooo ooooooee ee 173 MAXCS ACC 6 5 Administration Manual CHAPTER 13 In Call Routing Configuration ooooooommmmmmmmmss 175 Caller ID ROUUING ii a ee
261. console that is SNMPv3 supported for receiving and collection If you re not already using one AltiGen recommends MG Soft Trap Ringer Professional Edition available from MGSoft Corporation at http www mg soft com tringer html You can get help about how to configure an SNMP User Account and Management Console Port in that product s Help system Note AltiGen s IANA Private Enterprise Number is 13679 Configuring MAXCS for SNMP To configure MAXCS for SNMP select Report gt SNMP Configuration MAXCS ACC 6 5 Administration Manual 373 Chapter 27 SNMP traps configuration xi System Report Management I Enable SNMP traps SNMP Management Station Address SNMP Management Station Port 162 Security Level Authentication and Privacy y Security User Name Authentication Method MD5 y Authentication Password Privacy Protocol DES X Privacy Password Trap Configuration Memory usage exceeds fe0z y Average CPU utilization exceeds fox y feo y Hard disk usage exceeds APPLY Cancel Configure the parameters Check Enable sending SNMP traps Enter the SNMPv3 server address Enter the SNMPv3 server port Select a security level No Authentication and No Privacy With Authentication but No Privacy e With Authentication and Privacy Select an Authentication Method and enter a password Select a Privacy Protocol and enter a password Configure traps M
262. cumulative VoIP statistics 373 Resource board 121 restoring files 411 restricting tie trunk calls 59 restrictions call 214 outgoing call 214 ring all available members 265 292 ring back 45 ring first available member 264 292 ring longest idle member 265 292 ringing distinctive 45 RNA Agent Auto Logout 291 route access 52 route access code vs trunk access code 152 181 route definitions out call routing 183 router 311 routing by caller ID 176 by caller ID 8 DNIS 175 by DNIS 177 incoming calls 175 routing rules in call 175 RTP amp RTCP 453 RTP packet length 324 RTP RTCP definition 453 Rx level improving 169 Rx level measuring 168 S scheduling backup 410 scope of extension changing 346 VoIP domain 344 seat based licenses assigning 40 secure RTP 326 security alert log file 211 security detecting hackers 210 send notification 212 288 server down redirect IP phones 350 server ID changing length 339 server IP address 334 service parameters 441 subscribing to 441 service level calculations options button 281 service level threshold 281 service level workgroup 39 services AltiGen stop amp start 414 SMTP POP3 85 Services menu 32 setting 10 digit dialing area codes 59 setting trunk attributes 152 setting up 205 business hours 52 extensions 193 groups 202 huntgroup mail management 258 huntgroup membership 256 huntgroups 255 system numbering plan 46 workgroups 279 setting VoIP codec profiles 322
263. curred 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 1 Logon as AltiGen Service Account 2 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 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 ExchIntg Polling Interval The value is in ms 60000 60 seconds You may change it to 300000 for 5 minutes After chan
264. d 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 Ti network element connected to the T1 interface and trace the problem 126 MAXCS ACC 6 5 Administration Manual Chapter 11 Board Configuration Error Message Meaning Action L1 failure lt Remote Alarm Indication RAI gt Layer 1 failure CO notifies that the configuration is wrong RAI Remote Alarm Indicator Correct the settings Li failure lt No Sync Frames Layer 1 failure physical layer no valid framing is detected Possible span mis configuration ESF is selected but the actual framing is SF or vice versa Check span configuration L1 failure lt Red Alarm gt PRI only L2 Failure lt No Sync Flag gt Layer 1 failure physical layer Bi Polar Violations BPV Line Code Violations LCV or Out Of Frame detected Layer 2 failure data link layer no sync flag has been detected in data link layer Location condition equipment problem For excessive BPV LCV check AMI B8ZS setting For OOF check the MVIP bus
265. d 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 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 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 96 MAXCS ACC 6 5 Administration Manual Chapter 7 Auto Attendant Configuration Phrase Phrase 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 message by pressing the key on your telephone and we will get right ba
266. ddress Static IP Address 157 Physical Gil it fension 158 Physical Elle C IP Extension Logon IP Address 0 0 0 0 Ten Hr ee j Home MediaServerID 94 X 161 Yi UEA en ra r Location P P irtuall Phil I Enable 3rd Party Sip Device 163 vee AT Merete a J Enable Fallback to Mobile Extension 165 Virtualf amp Alti Logical Channel ID Virtuall Ali e eee ls Mobile Extension Channel 13 000 y Remote hed Fis Pev Nest m Phone Display Number Line Caller Number he Add Del Line Properties Name Line IP Phone Caller Name y Apply To 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 ACC 6 5 Administration Manual 103 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 Language Selection Prompt CAPostOfficesphrasesiLangCustomiphrase0293 1 Default Language y 2 Mexico Spanish bd 3 Chinese Mandarin y 4 None E 5 None hd 6 None De 7 None hd 8 None ha 0K Cancel Apply Help Figure 4 Configuring feature code 12 to enable a
267. de is not configured properly Direction The trunk direction can be Outgoing only Incoming only Both Outgoing and Incoming Paging or E911 The Both option is the system default 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 carrier to verify the hunting number before you configure a trunk to Outgoing 152 MAXCS ACC 6 5 Administration Manual Chapter 12 Trunk Configuration Paging This configuration is for an overhead paging equipment and requires a Loop Start trunk port The paging equipment will provide loop current to the trunk port When this option is selected you can assign an ID in the drop down list The range of paging IDs are from 00 to 99 which allows 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 64 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 Mess
268. 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 2 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 190 MAXCS ACC 6 5 Administration Manual Chapter 14 Out Call Routing Configuration Out Call Routing Configuration J x Route Definition Dialing Pattern Default Routes Digit Manipulation Route Name International Insert to Head Number of Digits to Delete fo z Insert Digits Number of Digits to Delete 0 x Insert Digits Member Trunks Not Member Location Type 19 0000 LS 19 0001 LS 19 0002 LS 19 0003 LS 19 0004 LS 19 0005 LS 19 0006 LS gt Add Delete Route Index pE Route Name EnBe o Cancel Z Help 3 On the Dialing Pattern tab of the Out Call Routing Configuration window add dialing pattern definition entries for the following prefixes prefix 0 length 11 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
269. des 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 ACC 6 5 Administration Manual 185 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 Out Call Routing Configuration Eg Route Definition Dialing Pattern Default Routes J7 Disallow this dialing pattern r Prefix and Digit Length Prefix ar 4 Pattern length including prefix 10 NA r Route Priority 1 2 Local T1 y 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 21 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 5 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
270. 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 Write down the Rx Gain then set it to OdB and click OK 2 Write down the Impedance setting then change it to 6000hm and click OK 3 Call the number you got from your CO as noted above 168 MAXCS ACC 6 5 Administration Manual 6 Chapter 12 Trunk Configuration Click the Test Rx Level button When the test is complete the Test Rx Level dialog box is displayed Test Rx Level x gt Test Finished Click OK The Rx Level measurement is displayed in the Diagnosis section of the main dialog box If you call your local CO s Milli Watt Test Number the acceptable range for Rx Level should be between 6dB and 3 dB with 5dB being ideal Diagnosis Last Diagnosis Time 2005 09 21 14 20 18 Diagnose Noise Level Echo Return Hybrid Echo dBm 73 06 Lass dB paum ios 11 47 Rx Level at 600 ohmfdE m E Test Ax Level Restore the Impedance and Rx Gain settings and click OK If You Need to Improve the Rx Level If the Rx Level measurement is between 6 to 9 dB and IP phones are used take the following steps to increase the gain for th
271. 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 pattern 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 185 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
272. domain o oooooooo o 344 Changing an Extension s Scope from Local to Global 346 Changing an Extension s Scope from Global to Local 347 Relocating a Global Extension naasa aaa es 348 Redirecting AltiGen IP Phones When a Server Is DOWN 350 Configuring Departments in a Multi site Domain 200 351 Configuring Global Least Cost Routing oo a ooo 353 When Information May Be Out of Sync 2 2 00 0 02 eee eee 354 CHAPTER 26 Redundancy Configuration 0 00 ee eee eee 355 Cases When Switchover Occurs sasaaa aaa eee 356 How Calls Are Affected When Switchover Occurs o ooo ooo 357 Requirements for Other System Components 0000 e eee 357 Firmware Requirement 1 ee 358 Software Requirements o ee eee 358 Initial Device Setup uk ee ee a a a a ee a 358 Configuration Procedures o ea 359 At the Primary Severa e a a Paes E a eo 359 At the Secondary Server 6 teri gka e nea 359 Checking the Status omoa eka hae Pa ee Soe Bae ee Pe ee 360 Configuring the NICS e s 6k a he E ea ea A ee ees 361 Configuring the VM Server for NAT Support 220000000002 363 Monitor Status Configure Addresses for Enterprise and VM Servers 364 When the Address of the Softswitch Server Changes 05 365 Manually Switching Over saasaa aaa a a 367 THINGS tO CHECK ries eae ad aa ee E a
273. dow See Changing TAPI Configuration Parameters on page 405 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 6B Remote Access Connection Neme Manager Wip Portable Media Serial Number Service Bp Print Spooler Stop the servic Bw Protected Storage Restart the service Description Creates a network connection o e Cal BW Remote Procedure Call RPC Locator BW Remote Registry BW Removable Storage BW Routing and Remote Access Bp SevRoam Mp Secondary Logon Mp Security Accounts Manager Mp security Center BR server Be Shell Hardware Detection Be Smart Cord Bp SSOP Discovery Service Gp Symantec Antivirus Bp Symantec Antivirus Definition Watcher BW Symantec Event Manager Settings Manager HOCSve BW Telephony Bp Telnet Be Terminal Services Bp webclient Be Windows Audio Mo windows Firewall Internet Connection Sharing ICS Mb Windows Image Acquisition WIA Bo windows Installer Ba Windows Management Instrumentation Description Retrieves the serial n Loads files to memory Provides protected st Provides network sign Creates an c MAINAAS OG CONT ONS Provides the endpoint Manages the RPC na
274. dvised Adding a Server to a VoIP 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 VoIP domain 1 Click the Add button in the Global Server Location panel to open the Add Server dialog box Add Server Lx Name Address Server ID i Member Key OK _ Cancel J 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 to this server Member Key Enter this server s member key Configured in this server s Enterprise Location Manager VOIP gt MultiSite Domain Configuration MAXCS ACC 6 5 Administration Manual 339 Chapter 25 Enterprise VoIP Network Management After you add a member server to the VoIP domain an entry is also added to the IP dialing table and propagated to all members automatically In the Global Server Location panel the status will show Active if the VoIP domain master communicates to the member successfully Global Server Location ID Name Master Status 0
275. e To Enable and Configure Centralized Recording on page 108 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 108 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 which 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 17 273 4 s e6ef7 sf 9ftwofl1uf 12 3 14 15 O iN iN IN IN oUT OUT OURMNENOURININIE OUT 198 MAXCS ACC 6 5 Administration Manual Chapter 15 Extension Configuration Insert Recording Tone Pla
276. e 2604 Vicky Violet 2605 Irene Indigo 2606 Olivia Orange 511 2607 Yolanda Yellow 2608 Flying Eagle 2609 Running Bear Assigned Licenses E whis Deve 2611 Itchy Brother pp 2612 Bigay Rat a 2613 Yogi Bear 2614 BooBoo Bear 2615 Green Lantern 2616 FlashGordon Apply Cancel Select a license type and then select extensions to add to the list of members who can always use the selected product Make multiple selections by using Shift click and Ctrl click The screen shows the total number of licenses you have for a client product Total Licenses 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 From MaxAdmin select Services gt Shut Down All Services e From Windows select Start gt All Programs gt MAX Communication Server ACC 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 MaxAdmin 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 rec
277. e not assigned to other applications RTP RTCP stands for Real Time Transport MAXCS ACC 6 5 Administration Manual 453 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 332 6 Check if Called Extension is a Workgroup or has Multiple Call Waiting Enabled When the called party is a workgroup pilot number or has Multiple Call Waiting enabled the caller is placed on hold and hears ringback or music 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 1 Device Driver is Not Running Check the device driver Make sure it s installed and working properly Triton VoIP Board is Not Installed Properly Refer to the Quick Installation Guide for details on proper installation of the Triton VoIP board 454 MAXCS ACC 6 5 Administration Manual Index Symbols 12 enabling for language setting 104 27 to relocate global extension 350 Numerics 10 digit dialing area codes 59 A ACC Administrator installation 28 access system 31 access code 152 account code forcing 197 account code display blocking 197 actions auto attendant 93 activity configuration 67 adding a huntgroup 255 adding a workgroup 279 ad
278. e 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 ACC 6 5 Administration Manual 81 Chapter 6 Voice Mail Configuration Yoice Mail Configuration xi Messaging Voice Mail Distribution List r Message Notification Maximum Retry Count fo Retry Interval in Minutes 5 r Message Management Options IV Confirm Message Deletion IV Wat Expiration of Saved Messages r Recording Options Minimum Recording Length 2 sec s IV Pause Detect Length E 100ms r Exchange Integration C Disabled Exchange 2003 2007 Client Access Server Synchronize with Exchange 2003 2007 mail2 atigencon Bridged Access to Exchange 2007 Exchange 2007 Unified Messaging Server F Enable Synchronization Native YM Integration with Exchange 2007 mail2 altigen com SMTP POP3 Options IM Enable SMTP POPI Service Mail Domain Name fatigencom ssi Ot PostMaster Ext 100 v
279. e phrase0291 bd MAXCS ACC 6 5 Administration Manual 65 Chapter 4 System Configuration To configure music on hold to play a file 1 Make sure a VoIP board is installed required for playing a file 2 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 VoIP 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 A wav file must be in 8 kHz 8 bit Mono u Law format Any optional music on hold files included with MAXCS are in that format You can convert your own wav files to this format using Microsoft Windows Sound Recorder 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 Onthe Audio Peripheral tab check the Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement check box Note If you have two f
280. e the VPN tunnel at the branch e office network Remote Security 63 224 32 34 Gateway Router 2 s public IP specifies the public IP H Address address of the remote gateway which can access the VPN tunnel at the branch office Linksys is for reference only AltiGen has not certified this product or any other router at this time MAXCS ACC 6 5 Administration Manual 315 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 Branch Office which can access the corporate Network network through VPN 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 Router 1 s public IP the corporate VPN enabled Address gateway 316 MAXCS ACC 6 5 Administration Manual CHAPTER 25 Enterprise VoIP Network Management The VoIP related aspects of both single server systems and multi site VoIP domains are configured in Enterprise Manager available from the VoIP menu or the Windows Start menu In addition mul
281. e 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 mailboxes 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 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 398 MAXCS ACC 6 5 Administration Manual CHAPTER 29 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 tran
282. e Converter Note The source wav file must be in 8k 8bit mono mu law format a oxConvertor Bigs Source File s From A l You can sort by clicking a column head e Select All Unselect All Destination Convert To C 7 Format ATGN Format gt WAV WAV gt ATGN Phrase WAY gt ATGN Greeting Convert WAV gt ATGN Music Note The source WAY file must be in 8k 8bit mono uLaw format 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 click the Browse button to select the destination folder for the converted files If they are prompts they should be placed in the C PostOffice phrases LangCustom directory on the gateway that is running AltiServ 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 In the Format panel select a format 5 Click Convert If a file format is incorrect an error message pops up 418 MAXCS ACC 6 5 Administration Manual Chapter 30 Tools and Applications Read Config Read Config or Configuration Reader is a tool that creates a subdirectory in altiserv E
283. e Enterprise Manager window The following dialog box opens MAXCS ACC 6 5 Administration Manual 321 Chapter 25 Enterprise VoIP Network Management Change Password DomainAdmin x Old Password Confirm New Password OK Cancel Enter the old password and the new password Confirm the password and click OK Setting VoIP Codec Profiles The codec setting is profile based For different IP addresses and protocols a different preferred codec can be used Each codec profile can have its own codec G 711 G 723 G 729 packet length and jitter buffer The codec profile can be assigned to connectivity with a remote server IP phone or other VoIP device 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 a IP Device Range From To Codec 192 168 0 0 192 168 255 255 6711 17216 0 0 172 31 255 255 G711 10 0 0 0 10 255 255 255 6711 322 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management 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 AE ox O 557 Ad a D a
284. e MAXCS installation but before restarting your system Unable to add AltiServ path to the system Manually append c AltiServ exe if MAXCS is installed on c drive to your system environment path through Control Panel gt System gt Advanced tab gt Environment Variables gt System Variables after finishing the MAXCS installation but before restarting your system 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 MAXCS ACC 6 5 Administration Manual 29 Chapter 2 System Requirements and Installation 30 MAXCS ACC 6 5 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 and ACM applications MaxAdmin has a graphical user interface with tabbed windows that makes it easy to use Use it at the MAXCS ACC ACM system or use it remotely on any other PC on the LAN Note The commands Services 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 ACC gt MaxAdministrator 6 5 The Select Se
285. e MAXCS server with this user account MAXCS ACC 6 5 Administration Manual 379 Chapter 28 Microsoft Exchange Integration Bg File Action View Window Help e gt s Oom e xS Bl Sul RAYS E Active Directory Users and Computers MET Saved Queries a aia VMDOMAIN COM 5 5 P o Dania a Air Ba Builtin Al an Environment Sessions Remote control Terminal Services Profile COM E Computers General Address Account Profile Telephones Organization 4 Domain Controllers alticen_autivm El i ForeignsecurityPrincipals akicen_aquariusxe Published Cettiicates MemberOf Distin Object Securty LostAndFound AltiGen_EXCH2007SERY 4 Microsoft Exchange Security Gri altigen_GIANT Microsoft Exchange System Obj EP ALTIGEN_GROUP NTDS Quotas alticen_LESLIEXIA N E MOO hd e Program Data altigen_max1000 Domain Admi VMDOMAIN COM Users VMDUMAIN LUM System altigen_ostest Domain Users M Users E 4 4 4 4 4 0 0 4 E E Y Users 6 AltiGen PE2950REDUNC Exchange Orgari VMDOMAIN COM Microsoft Exchange Security Us Anna Yeung Le apple1 Le apple10 gf apple2 apple3 applet apples Add Remove apple6 apple pl A apples Primary group Domain Users apples Set Primary Group There is no need to change Primary group unless axel Max you have Macint
286. e MAXCS system you must first add it to the list in the Softswitch Component Configuration window To add a gateway to the list 1 Click the Add button The Add Gateway dialog box appears ID 03 z Name Poo Type Gew xl Address Password MAXCS ACC 6 5 Administration Manual 77 Chapter 5 Media Server and Gateway Management 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 Enter the IP address of the gateway NT 2 Create a password for this gateway The password is used for access to the Media Server Gateway Configuration Tool for the gateway 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 Softswitch Component Configuration 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 ca
287. e Only 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 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 code using a maximum of 63 digits 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
288. e 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 To an Extension select an extension number in the drop down list MAXCS ACC 6 5 Administration Manual 263 Chapter 19 Hunt Group Configuration To AA select the AA to use in the drop down list under the option To a Group select a group from the drop down list e 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 215 Also see Outcall to Cellular or PCS Phone Numbers on page 261 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 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 a 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 Distributio
289. e 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 MAXCS ACC 6 5 Administration Manual 411 Chapter 30 Tools and Applications MAXCS Admin amp Extension Security Checker MAXCS Admin 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 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 MaxAdmins from the local MAXCS system Launch the MaxAdmin amp Extension Security Checker from Start gt All Programs gt MAX Communication Server ACC ACM gt Utilities gt MAXCS Admin amp Extension Security Checker Number of Admin connections AltiWare Admin amp Extension Security Checker Automatically refreshes the display Altiware Admin Monitor Current Admin Connections 1 Disconnect All Warming It will disconnect all admir s from local Altiware m Extension
290. e Timeout the length of time the system will wait for digits after responding to a Web call before timeout MAXCS ACC 6 5 Administration Manual 95 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 173 For extension or group assignments see Setting Answering Options on page 215 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 O 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 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 the root menu level Phrases 0291 through 0297 are phrases use
291. e Triton analog trunk to IP phone connection 1 2 Go to VoIP 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 ACC 6 5 Administration Manual 169 Chapter 12 Trunk Configuration El O expand tree Item 0 no action no action no action no action no action no action no action no action no action to operator repeat level mail box access Actions Level Expand Tree T to operator Item Name OOOO fd I Hide No Action Items Cancel Apply Help Figure 11 Setting the AA to play a prompt phrase 3
292. e call is connected some digits will be cut off The following two options can be configured based on answer supervision capability e Seconds after Dialing If the pager carrier cannot provide an answer supervision signal check this option and set a delay time Default 5 seconds maximum 30 seconds 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 52 e From To notification during a specified time of day Select the hours in the From and To time scroll boxes Any Time notification at all times every day 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 handl
293. e listed in the Local Ports column Alternatively you can figure the port range in the following way When MAXCS or Softswitch is running on a non Windows 2008 system BasePort 49152 When MAXCS or Softswitch is running on a Windows 2008 system BasePort 49664 This is because Windows 2008 has some system services use ports in the 49152 range For a single chassis system X BasePort MAXCS ACC 6 5 Administration Manual 445 Y BasePort Total IP codec channels x 2 For a multi chassis system you need to enter multiple ranges Gateway ID 0 XO BasePort YO BasePort Total IP codec channels in GWO x 2 Gateway ID 1 X1 BasePort 512 x 1 Y1 X1 Total IP codec channels in GW1 x 2 Gateway ID 2 X2 BasePort 512 x 2 Y2 X2 Total IP codec channels in GW2 x 2 Gateway ID n X n BasePort 512 x n Y n X n Total IP codec channels in GW n x 2 To connect the following applications througha firewall TCP UDP AltiConsole 10025 MaxCommunicator MaxAgent IPTalk VM service for 10025 MaxCommunicator MaxAgent 10028 MaxCommunicator MaxAgent MeetMe Conference 10040 MaxSupervisor 10025 10027 10028 10029 10050 MaxMobile Communicator 10080 10081 Client Applications Auto Update 10050 CDR Search 10025 VRManager 10040 VRManager may not work behind NAT TAPI Client login to MAXCS 10026 Network Assessment Tool 10010 Extension global appearance 10066 446 MAXCS ACC 6 5 Admi
294. e the existing extension When the extension is overwritten it will not overwrite the Fields that are not specified in the CSY file Also the voicemail for the extension will not be erased Yes Yes to All No to All Cancel If you overwrite an extension fields that are not specified in the csv file are not overwritten with default values or blank values For example if the column Department is not included in the csv file but is configured in the extension that you overwrote the Department field is not reset to the default value when the extension is overwritten When the import is finished a report file opens showing detailed information for every extension you attempted to import If some fields are invalid the system replaces them with a default value except for the extension number field P import0210 txt Notepad d File Edit Format View Help The file D Documents and sert inde nana Documents importO210 csy was imported at 14 12 12 02 6 extensions are imported success 2 extensions are skipped 1 extension are failed Ext Number 100 succ Ext Number 101 Succ Ext Number 102 succ Ext Number 103 Succ Ext Number 104 skip Ext Number 105 skip Ext Number 203 Succ warning invalid First Name invalid Last Name Ext Number 205 Succ warning invalid Last Name Ext Number 901 Fail error invalid Ext Number ully The name of the text file is the same as the csv file except that the
295. e the DID numbers are not duplicated 2 Ask the CO to send more digits to decrease the likelihood of identical DID numbers MAXCS ACC 6 5 Administration Manual 349 Chapter 25 Enterprise VoIP 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 IP phone The IP phone must be on hook The user presses 27 and then inputs the global extension number and password The global extension is then relocated to this IP phone 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 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 in 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 Gl
296. easan 2 A zsm Fama a osa M Tue 06 45AM to 12 45 Pm y 12 45 Pm gt to 05 00 Pm y M Wed 06 45AM 7 to 12 45 PM 12 45 Pm gt to 05 00 PM y M Thu 06 45AM y to 12 45 Pm gt 12 45 Pm y to 05 00PM FT Sat 06 45 AM y to 12 45 PM y 12 45 PM y to 05 00 Pm y I sun 06 45am to i245 Pm y 12 45 PM z to 05 00 PM y Add Delete Note The Business Hour Profiles can be applied to DNIS In Call Routing Caller ID In Call Routing and Trunk In Call Routing Help Cancel 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 52 MAXCS ACC 6 5 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 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 Sch
297. ecially if you plan to grow your system If your system is larger install HMCP Media Server and Softswitch on different servers 26 MAXCS ACC 6 5 Administration Manual 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 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 MAX1000R 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 For detailed instructions on installing and upgrading MAXCS AltiGen Dealers should refer to 6 5 Upgrade Guidelines in the Knowledge Base available from the AltiGen Dealer Web Site at https dealer altigen com Redundant System Installation These are the components in a redundant system installation MAX Communication Server ACC 6 5 InstallShield Wizard xi Setup Type Redundant System Installation ALTIGEN COMMUNICATIONS Components to be installed M Softswitch M VM
298. ect the hunt group number in the Group List The hunt group number appears in the window title bar 2 Click the Group Member tab Huntgroup Configuration 110 xi Group List General Group Member Mail Management Notification Call Handling Queue Management Number Name Member List Not Member List 110 Double click the entry in member list to set skill level Number Status Name 302 Logout Maria lt Add Glasgow Smith 222 Logout TwoT Kelly Pina 201 Logout Susa Remove gt Victor Shih 101 Logout Pedro Jorge Gonzalez 555 Logout Up Jon Zhang Juan Domingo When system is restarted group members Keep Login Status eep Login Status Apply ti Cancel Ary Help Figure 2 Huntgroup Configuration Group Member tab 3 Select the extension number s in the Not Member list Use Ctrl click or Shift click to select several extensions 4 Click Add to move them to the Member list Note If the hunt group pilot extension is configured to Ring All Available Members the maximum number of members is 20 See Setting Call Handling Options on page 262 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
299. ed Services Provided BN 1 544 Mbps SF without power DN 1 544 Mbps SF B8ZS without power 1KN 1 544 Mbps ANSI ESF without power 1SN 1 544 Mbps ANSI ESF B8ZS without power recommended Service Order Code SOC 6 0P AS 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 442 MAXCS ACC 6 5 Administration Manual Service Parameters Request Information for PRI To subscribe to PRI service certain parameters are required to establish service The information provided below identifies the recommended and supported parameters for PRI service When ordering PRI service provide the following service request information Equipment Information PBX Manufacturer AltiGen Communications Inc CSU DSU ADTRAN Ti ACE recommended or other CSU DSU Technical Information for PRI with Voice Switch Type e 5ESS recommended DMS recommended e NI 2 recommended
300. ediate 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 MAXCS ACC 6 5 Administration Manual 161 Chapter 12 Trunk Configuration Parameter Description Caller ID and DID Collection You can select the maximum time out delays in seconds and the appropriate sequence of symbols to be collected for Caller ID and DID Max seconds 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 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 s
301. edules 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 ACC 6 5 Administration Manual 53 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 Restriction Profiles Pr System Add Delete Holiday Description T Homa 07 05 2004 Independance day Holiday Monday July 05 2004 09 06 2004 Labor Day 11 25 2004 Thanksgi
302. ee Changing the Server ID Length on page 339 for detailed information Global Server Displays the ID Name and Status active inactive Location of the servers in the VoIP domain Master One VoIP domain system must be assigned as Domain Master to propagate configuration data to member AltiServs The master acts as a central server to accept the connection synchronize change from one site to the other sites and authenticate users 338 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management Changing the Server ID Length The Server ID is used for the following two purposes Identifying member systems in the VoIP domain e Mapping to a remote system s IP address in the IP dialing table for system to system dialing Depending on the number of systems that will be added to the VoIP domain and the number of entries in the IP dialing table the Server ID Length can be set to 1 2 or 3 digits Caution The Server ID Length can be changed 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 a
303. ee if the QoS Packet Tagging property is in the Property list Different NICs have different properties and may display a different property name for the 802 1p feature If the NIC supports the 802 1p feature the default value is Disabled and you can change this value to enable 802 1p as seen in the following figure Intel R PRO 100 YE Network Connection Properties 21x General Advanced Driver Details Resources The following properties are available for this network adapter Click the property you want to change on the left and then select its value on the right alue Disabled y Disabled Enabled Property Adaptive Inter Frame Spacing a Adaptive Technology Adaptive Transmit Threshold Coalesce Buffers Enable PME Flow Control Settings Link Speed amp Duplex Locally Administered Address Log Link State Event Offload TCP Segmentation PCI Bus Efficienc Receive Descriptors Retransmit Inter Frame Spacing x Cancel Once the 802 1p property is enabled the operating system should notify the NetFilter driver whether the NIC supports the 802 1p feature For 802 1p eight different classes of service are available expressed through the 3 bit user priority field in an IEEE 802 1Q header added to the frame In MAXCS 802 1p tagging is implemented in the NetFilter driver in the server side applying QoS tagging to the voice packet The IP phone tags the voice packet from the ARM pro
304. elay Be sure to set at least enough time for example 5 seconds to allow an agent to click the Wait button in MaxAgent after putting the caller on hold and going onhook 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 If Wrap up time is still active the Inter call delay will be ignored 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 a MaxAgent 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 t
305. em 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 e Call Restriction prefixes to block toll call prefixes and call control Account Code tables for creating and removing account codes e 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 e Activity settings for pre defined or customized activity codes e Feature Profiles settings for extension feature profiles Setting General Parameters Use the General tab in the System Configuration window to set the system ID area code main number and country extensions for the manager the operator the MeetMe conference administrator and options for distinctive ring conference bridge and system call park MAXCS ACC 6 5 Administration Manual 43 Chapter 4 System Configuration System Configuration xl Account Code Call Reports Countr
306. em 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 Expected Wait Queue Time 1 to 10 minutes This field defines the expected queue time to be announced during the sampling period Initial Sample Call Count 1 to 100 How many calls you would like to use as initial samples Queue Overflow Forwarding The Queue Overflow Forwarding options are for handling long queues or long wait times for callers When a queue exceeds a set number of calls or callers are waiting beyond a set length of time calls can be automatically forwarded to a voicemail box AA extension group operator or outside number To set options for handling queue overflow 1 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 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 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
307. ember 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 ACC 6 5 Administration Manual 87 Chapter 6 Voice Mail Configuration 88 MAXCS ACC 6 5 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 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 Da
308. emory usage exceeds This trap is sent when MAXCS detects that the lowest virtual memory usage exceeds a specified percentage of physical memory configuration within a 10 minute duration Default value is 80 The next trap will be sent after the condition is cleared then occurs again The minimum duration between any two consecutive traps is 30 minutes e Average CPU utilization exceeds This trap is sent when MAXCS detects its average CPU utilization exceeds a specified percentage in any 10 minute duration Default value is 80 The next trap will be sent after the condition is cleared then occurs again The minimum duration between any two consecutive traps is 30 minutes 374 MAXCS ACC 6 5 Administration Manual Chapter 27 System Report Management Hard disk usage exceeds This trap is sent when hard disk usage of MAXCS transitioning from below threshold to on or above threshold is detected Default value is 80 The minimum duration between any two consecutive traps is 30 minutes List of Traps Sent A trap is sent when the following conditions are detected Cold Start generic trap When AltiServ is cold started and initialized successfully Warm Start generic trap When AltiKeep service detects AltiServ exe is down re starting AltiServ exe and AltiServ is initialized successfully LinkDown generic trap When detecting a T1 E1 PRI span state is transitioning from up to down or losing clock source When a gateway is down
309. en 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 then the dial tone when the mobile extension user calls into the system through a configured DNIS Access Number 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 250 MAXCS ACC 6 5 Administration Manual Chapter 18 Mobile Extension Configuration e To send a call to the mobile phone s voice mail 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 Does not support Message Waiting Indicator on the mobile extension device Use Message Notification as a work around e Since the DTMF key is used for
310. ens MAXCS ACC 6 5 Administration Manual 115 Chapter 10 Application Extension Configuration Application Extension Configuration 5988 m AppExt List m AppExt Information AppExt App Name Status Description Name IVR Application 5988 IVR Applicat Disconnect To handle IVR process Password pe Description To handle IVR process m Application Failover Plan If application is not available forward to Extension hd 1000 z App Information Application Source oc El Spec Doc Location E Designed by Implemented by A Implementation Date s200 y gt Revision Number __Rehesh Adi Dee Revision Date 3715 2006 y Cancel Apply Help Figure 1 Application Extension Configuration window To set up an application extension 1 In the Application Extension Configuration window click the Add button and enter an extension number in the Add Application Extension dialog box and click OK Add Application Extension x Please enter a valid 4 digit long number Figure 2 Add Application Extension dialog box 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 Click OK 912 00 Application Failover Plan The Application Failover Plan ensures that a call made to the extension will be automatically transferred if the
311. ension 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 default 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 threadID txtl SIPMan txt MAXCS ACC 6 5 Administration Manual 415 Chapter 30 Tools and Applications altiserv txt atps cmdlog txt SIPPstnReg txt AltiBack_XXX trc AdvQOverflow log SipExtChanTbl log AltiKeep_XXX trc Ac2AppPathHdITbl txt SIPKeepALive txt AnnouceRunLog txt FeatServ txt QESLLog txt AssertLog txt AW_AstrCpyErrLog txt DbUpdate
312. ension 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 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
313. ension 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 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 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management After you change the two extensions to Local their scope will be 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 Relocati
314. ent 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 To set backup schedules 1 In the System Data Management window select the Schedule button to view the Backup Schedules dialog box A a m Day of the Week Backup Selection T Monday BS ea Po JaNalibackupimon oa I Configuration Files A aS Foren Extension Messages T Wednesday FS hour o Jin Je atibackup wed TF SP Configuration Files A P H pou FO in A aback D Fiy B H nou A SO I Saturday EY hour fo in Ja altibackup sat T Sunday BS Rowe E vin Ja atibackup sun Figure 5 Backup Schedules dialog box Fanai 410 MAXCS ACC 6 5 Administration Manual Chapter 30 Tools and Applications 2 Set the options e 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 e You can accept the default target direc
315. enter the number in the edit box e g 14155651212 p Send Notification or Reminder Message Schedule cis secon NonBusiness Hour Dialing a From 12 00 4M To 1200 AM e fo H Seconds after a a RESA Any Tin Add Delete Apply to oK Cancel Apply Help Figure 5 Workgroup Configuration Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System Note You can use Apply to to apply mailbox settings to one some or all workgroups See Apply to Button on page 279 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 MAXCS ACC 6 5 Administration Manual 287 Chapter 22 Workgroup Configuration 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 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
316. er Outlook 2003 or Outlook 2007 To integrate with Exchange 2007 Outlook 2007 should be installed at the MAXCS system 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 both the Exchange Server and MAXCS 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 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 You Install MAXCS You may be installing MAXCS now or you may have already installed it To integrate with Exchange 2007 you need MAXCS software version 6 5 or above 1 If you are installing now log in to Windows with a user account that is a member of the Domain Admin group If MAXCS is already installed skip to step 4 While installing MAXCS aut
317. er manually Internet Integration Features Internet integration features include Exchange Integration provides message synchronization between MAXCS and a Microsoft Exchange server on the LAN This feature allows for dynamic synchronization of mail between the two servers so that deleted messages from one server get automatically deleted in the other server Similarly a new message sent to one server is transmitted to the other server This way the message can be accessed or deleted from either server For example when a voice mail is deleted from MAXCS it is automatically deleted from the Exchange server too 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 Internet 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 AA Copy An AA configuration can be copied forming the template for a new AA Alerting An announcement can be sent to Voice Mail when the e mail server disk is full Apply To Feature applies changes only the field that was changed to mul
318. er 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 Extension Configuration 104 Physical Agent p Agent Supervisor Extension Restriction Answering One Number Access Monitor List General Group Speed Dialing Mail Management Notification Physicall Glasgow Member of Not member of Physical Pedro Sa 102 Physicall Kelp Pina 021 Number Type Status Name Number Type Name _ 104 Physicall Victor Shih 020 204 Workgroup Logout Tech Support Workgroup Cust Serv 123 Virtual Jorge Go Huntgroup 125 Virtual Workgroup 201 Physicall Susan C 02 0 202 Physical JonZhang 02 0 222 Virtual TwoTwo Remove gt 301 IP Agent Juan Do 04 0 302 IP gent Maria Alv 04 1 Virtual 4 gt 4 y F Allow Workgroup Wrap Up Time f0 Sfrinutes Jo Hsec onds Inter Call Delay fo Seconds Pickup Call From Workgroup Queue T Allow pickup call from workgroup queue Log Outbound Call to Workgroup 204 y I Allow agent to change Add Del Apply To OK Cancel Apply Help 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
319. er they hear a prompt on their extension The default language is assigned in Extension Configuration gt General tab Extension Configuration 100 Physical Agent p Agent Supervisor Extension Restriction i One Number Access Monitor List General Group Speed Dialing Mail Management Notification Physical Ent p Personal Information 101 IP gent Gil First Name Enterprise Last Name Desk 102 IP Agent Jim Market 103 IP Global Car Password Department J 104 Physical Jim Market so A o y O 105 Physical Vi Deseret wn sees 107 Physical Jen Default Language had Tr ra CID 108 Physical Alli J 103 Virtual Da 10D mo hacen a Engine I Enable DialBy Name V Enable Intercom IV Agent 112 Physical Mo 112 Remote Tra r Account Code r Call Recording Options 04 ee a T Enable Forced Account Code License Assignment Concurrent Session h 115 a ie a Seer Non Workgroup call emote Jer F Override Allowed 116 Virtual lan Account Code Validation Disable y He ier 1 ag J For Long Distance Call Only Record fi 0 El out of 10 calls 123 Vitual Gl VO Engine I Block Account Code Display FE Insert recording tone a ao i pe m Type MIP Extension 153 Vitula ae io eae Eerie IV Enable IP Extension J Connect Voice Stream to Server 155 Remote aT Nes Dynamic IP A
320. eripheral tab System Configuration Eg General Number Plan Business Hours Holiday System Speed Call Restriction Account Code CallReports County Relevant Audio Peripheral Activity Feature Profiles 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 DY Board ID IV Play Prompt Before Placing the Caller in Queue Phrase Jphrase0001 de Play Update Prompt Every 60 Seconds Phrase phrase0291 ha m Overhead Paging Vv The Overhead Paging Equipment is Attached to Oy y Logical Board ID Cancel Apply Help Figure 16 System Configuration Audio Peripheral tab Configuring Music On Hold and Recorded Announcements Callers will hear the music or recorded announcement configured on this tab only if the u ser 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 Select the Triton Analog Station board number to which the audio equipment is attached m Music Recorded Announcement Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement The Audio Equipment is Attached to Lagical m y Board ID IV Play Prompt Before Placing the Caller in Queue Phrase phrase0001 ba IV Play Update Prompt Every 60 Seconds Phras
321. ervice 567 Description Call Restriction Allow Calls to be Transferred or Conferenced to an Outside Number Allow User to Configure Forwarding Notification and Reminder Call to an Outside Number Allow Outside Caller to Make or Retum Calls from within Group s VM System T Allow Outside Caller to Make or Forward International Calls from within Group s VM System Service Level Threshold 120 seconds Service Level Calculation Options r Workgroup Call Recording Disable Y P Insert recording tone Add Delete Apply to Cancel Aor He Figure 1 Workgroup Configuration window General tab Overview of Workgroup Configuration Window These are the tabs in the Workgroup Configuration window e General create workgroup pilot numbers group descriptions service level threshold and call recording options Group Member add or remove members from workgroups e Mail Management set capacity and features options for extension mailboxes e Notification set preferences and options for voice mail notifications e Call Handling set call forwarding call waiting and call handling preferences and options Queue Management set queue phrases overflow routing queue announcements and queue quit option 278 MAXCS ACC 6 5 Administration Manual Chapter 22 Workgroup Configuration Apply to Button The Workgroup Configuration window often allows you to apply changes to a particular workgr
322. es 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 Seat Per concurrent login Single agent logged into multiple WGs will only take one license The following licenses are available for Softswitch HMCP Media Server Gateway systems only License Type License Model HMCP Media Server License Available resources in the system HMCP G 711 G 723 G 729 Available resources in the system Voice Processing Resources 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 Per ACC agent session Migration License Gateway Per gateway Redundancy Per system 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 5 CD ROM The MAXCS CD ROM that contains the MAXCS 6 5 programs 24 MAXCS ACC 6 5 Administration Manual Chapter 2 System Requirements and Installation MAXCS latest update Check to see if there is an update available
323. es do not use TCP TLS Secures SIP signaling messages using Transport Layer Security Does not work for IP devices behind NAT UDP will be used instead TLS SRTP Adds Secure RTP to Transport Layer Security to secure SIP associated media Does not work for IP devices behind NAT UDP will be used instead If this option is chosen the voice stream always goes through the server Persistent TLS SRTP Persistent TLS SRTP for SIP signaling messages Assigning Codec Profiles to IP Addresses You can specify what codec profile to use when connecting to the following VoIP devices IP phones on the LAN e a remote IP phone over WAN e a remote AltiGen system over WAN 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 326 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management The SIP transport assigned to an extension in the IP Phone Configuration screen takes precedence over a codec profile with a different SIP transport assigned in Enterprise Manager If the IP extension supports TLS and the codec profile does not then the IP extension policy holds That way you can configure a range of IP addresses in the IP dialing table or IP codec and have only a few IP addresses extensions support TL
324. ete Apply to Cancel Apply Help Figure 7 Workgroup Configuration Queue Management tab Basic Queue Control Setting Queue Phrase Options For each workgroup you can either use the system default phrases or you can set up a custom configuration The default audio phrases are discussed in Audio Peripheral Configuration on page 64 Queue Announcement You can set up the system to announce a caller s queue status queue position and expected queue time when an incoming call enters a workgroup queue To enable this option check Enable Announcement then check Queue Position and or Expected Queue Time Queue Position When checked the system will tell the caller which position the caller is at in queue Expected Queue Time when checked the system will tell the caller how long the wait is expected to be When calculating this number the system will consider the average agent call handling time and the position of the caller in queue 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 MAXCS ACC 6 5 Administration Manual 293 Chapter 22 Workgroup Configuration Expected Wait Time Sampling To calculate Expected Queue Time the syst
325. etention 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 Detect Length Selected this feature causes the deletion of pauses in messages The default pause detect length is 500 ms The pause detect can be disabled by deselecting the check box or the length can be set to a value between 200 2000 ms 2 2 seconds 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 207 If
326. eter Description Route Access The Route Access option can be assigned to one or more digits to route the call per the out call routing table Out call routing which is sometimes called ARS Automatic Route Selection or LCR Least Cost Routing without carrier rate table is described in Out Call Routing Configuration on page 181 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 System Configuration x Account Code Call Reports Country Relevant Audio Peripheral Activity Feature Profiles General Number Plan Business Hours Holiday SystemSpeed CallRestiction Name System Training Support testprofile Day AM Schedules PM Schedules test for 707 7 Mon
327. etting Call Waiting Options o ooo 218 Handling Unanswered Calls aa aaa aaa eee mm 218 Configuring One Number AcceSS 00 00 es 219 One Number Access Opti0NS ooo ooo 220 Call SCreCAiING v ics Wide eae ale HAGE a ee ie ee ale a eee A S 221 Setting Caller ID Verification 000000 eee eee 221 Specifying Forwarding Numbers 000000 eee eee eee eee 221 Setting Up Monitor ListS ote ea ee ok a AY ane 222 Configuring a Monitor List uaaa aaaea ee 222 CHAPTER 16 Setting Up IP Extensions 000 cee ee 225 Setting an IP Extension o o o ooooooon mo 229 Setting VoIP Codec for IP Extension ooo ooo 230 CHAPTER 17 AltiGen IP Phone Configuration 0000 0c eee e eee oo 233 CHAPTER 18 Mobile Extension Configuration 00 000 c eee eee 243 MobileExtSP Board Overview 1 0000 ee 244 Configuring the MobileExtSP Board ooo ooo eee eee 245 Voice Mail for Mobile Extensions 0000 eee es 250 Mobile Extension Limitations 0 000 es 251 CHAPTER 19 Hunt Group Configuration 0 000 ee eee ee 253 Overview of Huntgroup Configuration Window ooo oooooooo 254 Setting Up Hunt Groups vaca e a Pee Re a ey ea eee 255 Establishing Basic Hunt Group Attributes o oo oooooo o 255 Setting Call Restrictions 2 ia a raei a e a a O E a 256 Establishing Hunt Group Membership 00 00 eee eee eens 256 Setting Lo
328. even digit telephone number Valid digits include O through 9 and comma The comma represents a one second pause Setting the Mailbox Options The Mail Management 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 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 206 MAXCS ACC 6 5 Administration Manual Chapter 15 Extension Configuration Extension Configuration 100 Physical Agent Agent Supervisor Extension IP Agent 102 IP gent Jim 104 Physical Jim 111 Physical Gilb 113 IP gent Jim 114 Virtual Gl Jim Add Gilb 103 IP Global Caro 105 Physical Vi D 107 Physical Jen 108 Physical Allis 109 Virtual Davi 110 Physical Sale 112 Physical Mon 112 Remote Trai 115 Remote Jere 116 Virtual lan 119 Remote Jeff 122 Virtual Gl Test 123 Virtual Gl YOI 141 Virtual Dem 152 Physical Acc 153 Virtual Gl Acc 155 Remote TT 157 Physical Gilb 158 Physical Elle 159 Physical Jod 160 Virtual Gl Rola 161 Virtuall Phili 163 Virtual ATG 165 Virtuall amp AltiG Virtual
329. figuration 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 ACC ACM 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 If the default gateway is not running the traces for Triton DSP Trace Dump will not be collected e If AltiServ is running and an attached remote gateway is not running or a 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 installed machine It can only collect the trace of this machine e If the stand alone gateway is not running the trace for Triton DSP Trace Dump will not be collected MAXCS ACC 6 5 Administration Manual 417 Chapter 30 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 Fil
330. figuration changes require rebooting the AltiServ system For example changing a T1 board to PRI or changing a VoIP board from 12 ports to 30 ports requires rebooting the system To change the board configuration of a gateway you must detach configure reboot and reattach the gateway Limitations The redundancy feature in MAXCS 6 5 has the following limitations e 3 or more NIC cards on a Softswitch are not supported e The Redundancy Administration dialog box can be invoked on the local system only Remote connection is not supported e The IP phone will have a new workgroup login time every time the system switches over The computer name of the Softswitch is not supported for external servers and applications to connect with it DNS name by dynamic registration is also not supported e If clients connect with active system either primary or secondary through redundancy IP address the server will accept it but it s not suggested Ifa call includes a local resource channel or telephony channel except SIP the call will be not kept after switchover e The board configuration H 323 SIPSP and HMCP if the system is installed as a Softswitch with HMCP Media Server for default gateway gateway ID is 0 cannot synchronize from the active system to the inactive system So you must manually configure the board both on the primary and secondary systems and make sure the configuration is exactly the same on both systems e Di
331. 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 Aen Heb Figure 10 Recording Configuration Window MAXCS ACC 6 5 Administration Manual 113 Chapter 9 Call Recording Configuration 114 MAXCS ACC 6 5 Administration Manual CHAPTER 10 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 op
332. 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 256 Workgroups are created in the Workgroup Configuration window see Establishing Workgroup Membership on page 283 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 extension such as how much wrap up time to allow that individual agent after a workgroup call 202 MAXCS ACC 6 5 Administration Manual Chapter 15 Extension Configuration You can assign an extension to and remove an extension from a group in the Extension Configuration window too To assign an extension to a workgroup the extension must be designated as an Agent extension This is done on the General tab of Extension Configuration check the Agent check box A hunt group member does not have to be designated as an Agent To configure group options for an individual extension 1 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 memb
333. for this scenario is done in Enterprise Manager See SIP Transport in the table on page 338 Extension level policy has priority over the codec profile policy If the IP extension supports TLS and the codec profile set in Enterprise Manager does not then the IP extension policy holds That way you can configure a range of IP addresses in the IP Dialing table or IP Codec screen and have only a few IP addresses extensions support TLS If the IP extension does not have TLS configured as its transport but the codec profile supports TLS for that extension then the codec profile policy holds 236 MAXCS ACC 6 5 Administration Manual Chapter 17 AltiGen IP Phone Configuration Parameter Description Time e Offset a per phone based configuration that allows a Display 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 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 boxe
334. fu y Caller ID y f DID DNIS None y M Or DIDz0NIS None zj None y None None y 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 e 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 ACC 6 5 Administration Manual 163 Chapter 12 Trunk Configuration Triton Analog Trunk GS LS Properties To open a configuration dialog box for a Triton Analog Trunk GS LS channel do one of the following If you re in the Trunk Configuration window select a Triton Analog Trunk GS LS channel from the trunk channels list then click the Trunk Properties button or just double click the channel in the list If you re in the T
335. 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 In an AltiEnterprise VoIP 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 DID Number Each extension 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 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 CID 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 Ifthe Transmitted CID is not configured the DID number will be sent if it is a valid 10 digit number 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 If the Area Code and Phone Number are not configured in the Trunk Configuration window the System Main Number in the System Configuration window w
336. g back tone to caller when parked Select this option when you want the caller to hear a ring back tone if the call has not been answered by any extension or voice mail If the call is answered and parked the caller will hear a greeting phrase and on hold music Enable Timeout When you check this box a line park call will time out after the number of seconds set in the value box 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 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 MAXCS ACC 6 5 Administration Manual 273 Chapter 21 Line Park Configuration 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 exten
337. g important guidelines when working with a firewall on your network 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 445 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 IP 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 AltiContact Center 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 e Contact your router firewall vendor to obtain a software update for your networking equipment or obtain routable address space from your Internet provider If
338. g in the IP Dialing Table for each MAXCS system Notes e The IP Dialing Table is disabled unless there is a VoIP board installed e 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 332 MAXCS ACC 6 5 Administration Manual Enterprise Manager Servers os RF Bile Chapter 25 Enterprise VoIP Network Management lo 4 Be Le Logout Servers Codec User Department Global LCR Help About Domain Name Nc Information IP Networks IP Dialing Table IP Codec Number Plan Sener ID ion 5 3 1D Type Name Address ExtLen DialScheme Protocol Codec Pipe o 00 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 diabal Sarwar 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 1D Name Master Status 02 Conflict Local Local H323 10 10 1012 none Overlapping ATGN H323 Default NA OF 01 alti_tele YES Active 03 Local Alti Platfom 10 10 10 240 none Overlapping ATON H323 Default NA 7 2 ACM PL Active 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 L
339. ge 2007 Integration Enhancements Release 6 5 expands the capability of Exchange 2007 Unified Messaging UM with the following new features e Option to enable voice mail synchronization in Bridged mode You can use Bridged mode to access Exchange UM over SIP only or enable voice mail synchronization with UM at the same time e Native mode integration enhancements namely the ability to e Return a call from Exchange voice mail e Zero out of Exchange voice mail greeting to the operator e Click Play on Phone option from Outlook 2007 to play the voice mail stored in Exchange In addition the AltiGen voicemail greeting is disabled when in Native mode PBX Enhancements Station conference enhancements The station conference bridge is released when the number of conference participants is reduced to two The call can then be transferred or parked The conference bridge is freed for other users MeetMe conference enhancements Supports 120 MeetMe conference members in one bridge when using an HMCP MeetMe conference resource If the MeetMe conference has more than 30 members by default all the members are muted SIP Trunk Enhancement Gives the ability to send the Transmitted Caller ID when the extension user makes a call through a SIP trunk if the SIP trunk service provider supports it Mobile Extension over SIP trunk Allows you to deliver Mobile Extension features to a cell phone or a PSTN number over a SIP trunk Ability t
340. get system Does the target system have enough PSTN trunks to support the entire VoIP 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 and then that reference extension cannot have Internal Calls Only checked on the Restriction tab of Extension Configuration To configure global Least Cost Routing 1 Click the Global LCR Button Enterprise Manager Route Jol x gt esr Bad Be Le Logout Servers Codec User Department Global LCR Help About Global LCR Route Access Code must be configured in Number Plan and Hop offin the IP Dialing Table must be enabled in order lo use this feature E 164 Number pattern consists of country code or county code plus area code Enabled E 164 Number Pattern Calling From Transit Through Default fame an Se All servers HO in US Yes 44 All servers Branch in UK Yes acd Y Cea 2 On the Global LCR screen click the Add button The Add Route dialog box ap
341. gin Status for System Restalt ooo 257 Setting Hunt Group Mail Management 0002 eee eee 258 Disabling a Mailbox ooo es 258 Setting E mail Opti0MS ooo ooo 258 Setting Mailbox Playback Options 0 00 oro 259 Setting Mailbox Capacities ooo ooo 259 Setting Message Notification Options 0 00 es 260 Setting the Message Types for Notification lt lt oo 260 vi MAXCS ACC 6 5 Administration Manual Setting the Type of Notification 20 0000 261 Setting Notification Timing e e ee 261 Setting Notification Business Hours 00 ooo eee 262 Setting Call Handling Options 0 oo ooo eee 262 Handling Busy Calls cede a a ee a Peg ee 263 Forwarding All Calls 0 ee 263 Handling Unanswered Calls auaa aaa aaa es 264 Setting a Hunt Group s Call Distribution Rule a a sasaaa aaea aaae 264 Setting Queue Management Options aaau a es 265 CHAPTER 20 Paging Group Configuration 00 cece ee 267 CHAPTER 21 Line Park Configuration 000 cee ee 271 CHAPTER 22 Workgroup Configuration 00 2c e eee ee 275 Workgroup Functionalities 2 0002s 275 Creating and Configuring Workgroups 0000 a eee eee 278 Overview of Workgroup Configuration Window oooooooo o 278 Setting Up Workgroups 22k ee eee Y 279 Establishing Basic Workgroup AttributeS oo
342. ging 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 MAXCS system by polling the two servers periodically This polling interval can be adjusted by creating a DWORD value called Polling Interval under the key HKEY_LOCAL_MACHINE SOFTWARE AItiGen Communications Inc AltiWare ExchIntg 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 MAXCS ACC 6 5 Administration Manual 397 Chapter 28 Microsoft Exchange Integration 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 MAXCS 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 whil
343. guration on page 125 This is available on T1 or E1 channel groups only 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 129 Double clicking a channel in the Channel Mapping List opens the appropriate configuration dialog box for that channel 146 MAXCS ACC 6 5 Administration Manual Chapter 11 Board Configuration e For information on configuring the T1 E1 trunk see Triton T1 E1 Trunk Properties on page 161 e For information on configuring the Triton Analog Trunk see Triton Analog Trunk GS LS Properties on page 164 e For information on configuring a Triton Analog Line see Triton Analog Station Line Properties on page 200 In the main Board Configuration dialog box for the MAX board see Figure 20 on page 146 clicking the Board Configuration button opens the following dialog box Board Configuration MAx1000R 0404 T1 0404 T1 O GWoo r Board Info DSP Board 80244CR000070 DSP Clock 720 Physical Id 0 Logical ld 0 Top Board S N 9034640411393 Bottom Board S N 732454041F0534 r Board Type WolP Codec Jas G 711 12 Combo Codec y Digital Trunk T1 X Advanced Cancel Figure 21 MAX Board Configuration window This dialog box displays the board serial number top access card serial number bott
344. gured 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 ACC 6 5 Administration Manual 47 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 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
345. hange 2007 mai2 aligen com 10 Click OK 11 Restart all AltiGen services MAXCS ACC 6 5 Administration Manual 395 Chapter 28 Microsoft Exchange Integration Note After all AltiGen services are restarted voice mail access may be unavailable for 1 2 minutes When You Create a New Mailbox User If you are using Synchronize mode Bridged Access mode with synchronization or Native VM Integration mode and you create a new mailbox user in Exchange Server and a new extension in MAXCS to associate them you need to restart the AltiGen Exchange Integration Service Testing for Synchronization You can use some simple procedures to make sure that the Synchronize with Exchange 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 attachment To check Message State Change Notification 1 Login 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 appr
346. he CT Bus Test Tool 1 Stop AltiGen Switching Services before running this utility 2 Launch CT Bus Test Tool from Start gt All Programs gt MAX Communication Server ACC ACM gt Gateway Tools gt CT Bus Test Tool 3 Click Start to begin the test At the end of the test the utility provides pass or fail results Media Server Gateway Configuration Tool To open the Media Server Gateway Configuration tool choose Start gt All Programs gt MAX Communication Server ACC gt Gateway Tools gt Gateway Configuration You ll see this dialog box AltiGateway IP 127 0 0 1 Password OK Cancel Figure 1 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 olx Settings Board View Gateway IP 10 10 1 159 Board Name Serial Number Gateway ID Setting H323SP 0 Password Setting rnrn SIPSE o Status Active Current SoftSwitch IP 10 10 1 159 Product Version 1 0 400 R 4 Exit Figure 2 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 408 MAXCS ACC 6 5 Administration Manual The settings Chapter 30 Tools and Applications Parameter Description Gateway IP Add
347. he 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 AA forward caller to an auto attendant Extension forward caller to an extension Group forward caller to another group Line Park forward caller to a Line Park group Forwarding All Calls 290 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 MAXCS ACC 6 5 Administration Manual Chapter 22 Workgroup Configuration 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 215 If you choose Outside Number select a trunk or route access code to use in the small drop down list on the left and type in the full prefix and phone number To Line Park if configured select a Line Park group from the drop down list Handling Unanswered Calls The Enable No Answer Handling configuration provides op
348. he same length Once a server is part of a VoIP domain you cannot change the System ID Select a country for the system This configuration ties to a tone table matched to the country s telecom interface specification Country 44 MAXCS ACC 6 5 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 e 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 Conference Bridge Option Area code for the system location Note This field cannot be blank in the U S and Canada Selected conference calls will end when all internal lines have disconnected from the conference bridge
349. hen 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 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 Ring Longest Idle 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 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 ans
350. his prevents the user from seeing account codes they do not need to see MAXCS ACC 6 5 Administration Manual 197 Chapter 15 Extension Configuration Call Recording Options Th no e system administrator can specify a recording license assignment and the following n workgroup call recording options for an agent extension m Call Recording Options License Assignment Concurrent Session v Non Workgroup call Disable y Record fo out of 10 calls Insert recording tone 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 License Assignment Choose Concurrent Session or Dedicated Seat for the selected extension 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 the extension s non workgroup calls which are saved to a centralized location defined in System gt Recording Configuration se
351. ialed by the caller within a specified number of seconds Set Call Priority allows the administrator 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 12 MAXCS ACC 6 5 Administration Manual Chapter 1 Overview 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 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 fro
352. ic 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 r Personal Information First Name Front Last Name Desk Password ARCAS Department Description DID Number Language Defaut Language y Transmitted CID Feature Profile fi limited y E911 CID J Enable Dial By Name V Enable Intercom IV Agent e First Name and Last Name 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 e Password for the extension user The default is the system default password set on the Number Plan tab in the System Configuration window MAXCS ACC 6 5 Administration Manual 195 Chapter 15 Extension Configuration 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 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
353. ick 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 43 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 Q Back O O se Map Network Drive Er Disconnect Network Drive Address eo cy Synchronize B Bisnis Folder Options a Desktop altibackup AItiDB a My Documents E Y My Computer q 31 Floppy 4 AltiSery dbgelient E e Local Disk C S Local Disk D S Local Disk E A doc za Docs El 4 CD Drive F 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 ACC 6 5 Administration Manual 109 Chapter 9 Call Recording
354. ide 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 332 and set the VoIP codecs as discussed in Setting VoIP Codec Profiles on page 322 Note After setting the IP Trunk Access code here you should set the Trunk Access Codes of any 30 port VoIP boards to None on the General tab of the Trunk Configuration window see Setting General Trunk Attributes on page 152 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 call routing see Out Call Routing Configuration on page 181 MAXCS ACC 6 5 Administration Manual 51 Chapter 4 System Configuration Param
355. ield if this is a static address You cannot use the minimum and maximum values 0 0 0 0 and 255 255 255 255 3 Click OK If you have multiple gateways controlled by an MAXCS host system you need to configure an Inter Gateway Codec profile To set the codec for a connection among gateways in the same MAXCS server 1 Select a server in the Global Server Location list on the left side of the window 2 In the Codec field select the codec to use for a connection to this server from the drop down list Defining IP Networks If your server is behind NAT or you need to regulate WAN VoIP sessions you need to do some configuring on the IP Networks tab in Enterprise Manager The tab allows you to specify the following three items for a single server or for member servers in the VoIP domain e How many VoIP sessions to allow through Public Pipe e How many VoIP sessions to allow through Intranet Pipe 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
356. 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 In the Trunk Configuration window select a SIP trunk 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 ACC 6 5 Administration Manual 157 Chapter 12 Trunk Configuration The SIP Trunk Configuration dialog box opens SIP Trunk Configuration xi 10 Enabled Channel No SIP Server User Name Domain L Register Peria Profile 0 No 147 135 32 221 5105780116 sip broadvoice c 60 Seconds 1 No a 216 115 20 41 15108708509 60 Seconds 2 No 86 147 135 12 128 5105780116 sip broadvoice c 60 Seconds 3 No 87 207 166 192 175 etone altigen 60 Seconds 4 No 88 10 10 1 8 test 5 No 89 89 184 172 53 altigen01 60 Seconds 6 No 90 60 Seconds 7 No 91 60 Seconds Delete Copy To SIP Trunk Profile SIP Trunk Id 4 Logical Channel Id 88 SIP Server IP Address 10 10 1 8 User Name test Password sz Domain fi SIP Register Period IS Era SIP Trunk Profile Defaut y SIP Source Port y SIP Destination Port 5060 J Automatic NAT Traversal J Enable Channel Cancel Figure 5 SIP Trunk Configuration dialog box and Edit box T
357. ification Codes dialing e g 1010288 Type of Number Unknown y Numbering Plan Unknown y 011 International Numbers For placing calls outside the U S e g 011 44 500 555 1212 Type of Number Unknown y Numbering Plan Unknown y 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 Unknown y Numbering Plan Unknown y 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 Unknown y Numbering Plan Unknown y 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 y Numbering Plan Unknown y All other Numbers For calls that do not fall in any category above e g 911 611 411 00 0 Type of Number Unknown y Numbering Plan Unknown y 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 e 101CCCC Numbers CIC Carrier Identification Codes dialing e 011 International Numbers for placing calls outside the U S e 1 10 digit Numbers for local and long distance calls that require dialing 1 before the number 10 digit Numbers for local and long distance calls that do not require 1 before dialing e 7 digit Num
358. ification 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 If 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 288 MAXCS ACC 6 5 Administration Manual Chapter 22 Workgroup Configuration 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 O 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 th
359. ift 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 xi pentua Global extension Please enter a valid 4 digit long number m Type 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 46 194 MAXCS ACC 6 5 Administration Manual Chapter 15 Extension Configuration 3 If you have a multi site setup with multiple AltiServ systems connected over IP a VoIP Domain is created in the AltiEnterprise configuration If you want to publish the extension to all AltiServ systems within the VoIP Domain check the Global Extension check box Global will be displayed beside the extension s type in the Agent Supervisor Extension list No configuration is needed on other AltiServ
360. ight successive failures are reached the system disables login connection for 1 to 24 hours to prevent password intrusion Applies to login from MaxCommunicator MaxAgent MaxSupervisor AltiConsole CDR Search and other add on applications Feature Profiles allows administrators control over user access to system feature codes License Assignment A License menu allows administrators to easily verify and assign licenses Log In and Log Out An administrator can log in and log out a workgroup member from the Workgroup Configuration window in MaxAdministrator Monitor List lets you configure an extension s privilege to see other extension s call activity through MaxCommunicator or MaxAgent 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 theMaxAdministrator 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 re
361. il 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 ACC 6 5 Administration Manual 85 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 another 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
362. iles named MusicOnWaiting in the MusicOnWaiting folder one a wav file and one a PCM file the wav file takes precedence 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 96 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 66 MAXCS ACC 6 5 Administration Manual Chapter 4 System Configuration Configuring Overhead Paging To configure overhead paging 1 Connect overhead paging equipment to the audio out jack on a Triton telephony board 2 On the System Configuration gt Audio Peripheral
363. ill be sent Note These rules may be overridden by your PRI CID configuration or the SIP Trunk Profile you re using E911 CID A number entered in this field will be transmitted as the caller ID for 911 calls made by this extension Note If a number is not entered in the E911 CID field the Transmitted CID is transmitted as the caller ID for 911 calls made by this extension e Description Optional descriptive information such as cubicle number or job title e Language Sets the language the extension user will hear for voice 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 99 for information on adding translated prompts to the MAXCS system 196 MAXCS ACC 6 5 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 e A feature profile assigned to an IP phone should have 26 enabled Enable Dial By Name Select this box to allow incoming callers to search the extension list by employee name for this extension Enable Intercom Select
364. ime to 0 is to turn off the refresh interval Assigning Seat Based Client Licenses Most MAXCS client products require either session or seat based licenses You may have purchased both types A session license allows a certain number of extensions to use a client product If you have purchased seat licenses so that particular extensions always have access to the client product those extensions must be assigned to the client product in MaxAdmin If an extension is not assigned to a product that extension may not be able to use the client product You may have seat based licenses for the following MAXCS client products e MaxCommunicator e MaxOutlook uses MaxCommunicator license e MaxAgent e MaxSupervisor e MaxMobile Communicator e AltiConsole IP Talk e TAPI e Integration Connector Assign extensions to seat based licenses in the Client SEAT License Management configuration screen License gt Client SEAT License Management 40 MAXCS ACC 6 5 Administration Manual Chapter 3 Getting Around MaxAdministrator Client SEAT License Management xi License Types Members Non members MaxCommunicator 2600 Jane Green 1111 TS Product 1 MaxSupervisor 2601 Lucy Gold 2001 Joe Schmo MaxMobile 2602 John White 2002 Tweedle Dee IP Talk 2639 Astro Turf lt ADD 2003 Tweedle Dum Integration Connector 3501 Robert Deniro 2004 Boris Karloff TAPI 3502 Race Street 2005 Lon Cheney 2222 TS Product 2 _femove gt rons Benny Blu
365. in the specified folder is missing or is corrupted Make sure you select the correct file folder where the activation file is located and try again If problem persists you can manually copy the activation file to c AltiServ db directory if AltiServ is installed on the c drive and run the installation program again 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 MAXCS path because your existing system environment is too long You must manually append the MAXCS 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 th
366. ine The Trace Collector first examines the running status of AltiServ and 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 414 MAXCS ACC 6 5 Administration Manual Chapter 30 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 Category Date 11 22 2008 Y 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 Y Window Event Log Variation pane E 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 Ext
367. ing 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 185 MAXCS ACC 6 5 Administration Manual 59 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 County Relevant Audio Peripheral Activity Feature Profiles Account Code Marketing 1 01 Marketing 2 02 Delete OK Cancel Apply Help Figure 11 System Configuration Account Code tab Adding and Deleting Account Codes To create an account code association click Add Enter an Account Name and Account Code in the dialog box that appears The Account Code may contain 1 10 digits To delete an account and
368. ing 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 MaxSupervisor e MaxCommunicator MaxAgent MaxSupervisor and AltiConsole client applications 450 MAXCS ACC 6 5 Administration Manual e Voice over IP VoIP network requirements and implementation for branches or remote workers e Unified messaging utilizing TAPI Microsoft CRM Outlook Goldmine and ACT e System troubleshooting covering common problems scenarios and basic troubleshooting techniques New product developments and future upgrades How can I register or where can I get more information Visit the AltiTraining web site at www AltiTraining com to register for a class or to get more information You may contact AltiTraining LLC with additional questions e E mail info AltiTraining com Phone 877 ALTI TRAIN or 877 258 4872 MAXCS ACC 6 5 Administration Manual 451 452 MAXCS ACC 6 5 Administration Manual APPENDIX Troubleshooting Troubleshooting VoIP Common Symptoms and Solutions The following are some of the most common problems you may encounter and a list of steps to troubleshoot and resolve these problems Poor Voice Quality When voice quality is poor try the following 1 Perform a Loop Back Test Call yourself by dialing out
369. ing options click the Call Handling tab in the Workgroup Configuration window and select the workgroup number from the Group List MAXCS ACC 6 5 Administration Manual 289 Chapter 22 Workgroup Configuration Workgroup Configuration 125 x Group List General Group Member Mail Management Notification Call Handing Queue Management Busy Call Handing r No Answer Call Handing Fi m I Enable No Answer Handing Group Voice Mail y Forward The Call to Group Voice Mail Pa 241 testWG Shirley Ea Bi Eo _ 250 Department R amp D IT Set ANA Agent Log Out 170 SDK support reece EN 789 Forward All Calls M Enable Forwardto number of Rings before Handina RAR p Intra Group Call Distribution p Group RNA Logout Handling Ring First Available Member i F isu members RNA Logout forward the Ring Next Available Member Enable Fi d te y Ring AllAvailable Members geo EA C Ring Longest Idle Member I Enable Single Call Handling for Agents Add Delete a pig to DK Cancel Apply Help Figure 6 Workgroup Configuration Call Handling tab Handling Busy Calls You have several options for handling calls when the workgroup extension is busy If you do not enable busy call handling the caller simply hears a busy signal To enable the options select the Enable Busy Call Handling check box then select from the following forwarding options Group Queue T
370. ion needs to log in to the application extension to receive the call If the APC application fails to connect the 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 94 MAXCS ACC 6 5 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 E Item o1 Item Name no 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 SetCall Priority 5 3 B no action E e Set Call SKLR 5 7 no action ms 8 no action P 9 no action Actions Adv Collect Digits y 0 to operator repeat level D H mail box access USTED 3 T Naty level Min Length fie Max Lenath fie no action 4 no action PSTN Call Inter Digit Timeout 72 seconds 5 no action 6 no action Web Call Response Timeout 30 seconds 7 no action nee ha action Inter Digit Timeout after Max Leng
371. ion 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 ACC 6 5 Administration Manual 155 Chapter 12 Trunk Configuration H323 Tie Trunk Properties To open a trunk configuration dialog box for an H323 tie trunk do one of the following In the Trunk Configuration window select an H323 trunk type then click the Trunk Properties button In the Board View window double click an H323 board type then click the Board Configuration button Board configuration is discussed in Configuring the H323SP Board on page 139 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 If you re in the Trunk Configuration window select a Triton VoIP channel from the trunk channels list then click the Trunk Properties button or just double click the channel in the list If you re in the Trunk View window right click the channel and select Channel Properties The fol
372. ions Live Call Handling allows a caller to hear a ringback tone when the extension user is in voice mail paging 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
373. ions you have specified Select the or location from which you are dialing ED a Locations Folder Options Fonts Location See Also RB Windows Update My Location 49 Help and Support er Mouse E Scheduled Tasks Figure 1 Configuring phone and modem options 4 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 Microsoft H 323 Telephony Service Provider Microsoft HID Phone TSP Microsoft Multicast Conference TAPI Service Provider Microsot Windows TM Remote Service Provider NDIS Proxy TAPI Service Provider TAPI KernebMode Service Provider Unimodem 5 Service Provider JE AkiGen Communications Inc Version 501 91 Figure 2 Configuring the TAPI service provider 5 Choose AltiGen TM Communications Service Provider and click Configure The AltiGen TAPI Device Detect dialog box opens 6 In the AltiGen TAPI Device Detect dialog box click the Configuration button to verify that the client extension is available 7 If you have any type of error Windows will let you know what the possible causes could be There could be a mistake in the Altigen server IP address extension MAXCS ACC 6 5 Administration Manual 401 Chapter 29 TAPI Integration number or password You can reconfigure the client extension in the Device Detect win
374. irst 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 ACC 6 5 Administration Manual 259 Chapter 19 Hunt Group Configuration Parameter Description Retention Length of Number of days saved messages are archived by the Saved 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 Group List General Group Member Mail Management Notification Call Handing Queue Management ame r Message Notification CallCenter Test gpa Department QA C None y 240 test shirley Urgent Voice Messages Only 252 Demo Workgroup AllVoice Messages 260 Test Shirley an yes Plat r
375. 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 310 voice Encoding PPP Frame Relay Ethernet kbps kbps kbps kbps 6 111 6729 e om as m4 ez e aom e4 o2 Joz e7293 e f30ms 23 208 eee VoIP Bandwidth requirement for WAN connection varies depending on the type of WAN Bandwidth requirement typically is less than Ethernet requirement 318 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management Opening Enterprise Manager To open Enterprise Manager use one of the following methods For a single system installation without a VoIP domain Master this method is recommended From
376. is place will appear in My Network Places M Open this network place when 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 112 MAXCS ACC 6 5 Administration Manual Chapter 9 Call Recording Configuration ork Place 10 x File Edit View Favorites Tools Help Li Q O JO search 1 Folders 73 Address 3 My Network Places y Go a Network Tasks 2 y My Web Sites on MSN 2 Add a network place 6 View network connections 2 Set up a wireless network for a home or small office B Search Active Directory 3 Show icons For networked UPnP devices Other Places 2 Desktop Entire Network 24 My Computer gt Figure 9 Network Place Created In the Recording Configuration window use the Browse button to select the network place as the destination folder Recording Configuration Eg m Recording Option n ing Recording Type Extension based Recording Note You need to configure individual extension or trunk to start recording Central Location rm Gateways Configuration I Gateways Use FTP Protocol to Transmit Recorded Files to Central Location FIP Test FTP Server FTP Access Account FTP Path Password Please ensure the following procedures are setup correctly to store recorded
377. ist 2 In the Extensions Group field use the Add button to create and select an extension group that the Extension Dialed Digit Translator will apply to 50 MAXCS ACC 6 5 Administration Manual Chapter 4 System Configuration Parameter Description First Digit Assignment 3 optional From the Non members list you may select an IP extension that the Extension Dialed Digit Translator will apply to You can apply the same Members to multiple locations You may also enable the Bypass Account Code option if Account Codes are required 4 Enter digits in the Dialed Number field and Translate To field In see 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 5 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 These define how the system responds to the first digit dialed by the user The drop down list options for each digit are e Extension e Trunk Access e Feature Access e Operator e Invalid no action e IP Trunk Access e Route Access Trunk Access Defines how to get a PSTN trunk line to dial an outs
378. it 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 ACC 6 5 Administration Manual 433 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 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
379. it Time Sampling 0 000 cee es 294 Queue Overflow Forwarding o ooo 294 Quit QUEUE Option a RE RR OS a ee 294 Supervisor Queue Control sasaaa aaa ee 295 Agent Logout Reason CodeS 0 00 eee 295 CHAPTER 23 Managing and Using MeetMe Conference 0 0 ooooooooooo 297 Setting the MeetMe Conference Extension 0002 e eee eae 298 MeetMe Conference Window 0 00 e eee ee 298 Working in the MeetMe Conference Window o oo ooo 299 Creating A Meeting cai a Rad Gt Mies ie diate oe a hae ak ey 301 E mailing a Meeting Invitation 0 0 0 eee 304 Modifying the E mail Template 0 0 00 ces 305 Starting and Stopping a Meeting saasaa aaa 305 Continuing a Meeting Beyond Its Duration Time 305 JOINING a Meet oc a Saget ie eed A aaa dd 306 CHAPTER 24 Network Configuration Guidelines Tor VOTP es ioe eee one a te eae eye A ee Rae V eye Se eee tue a 307 ISP Intranet Quality of Service QOS 2 0 eee ee 307 Virtual LANS 224 ap eee fee aah eal deal he eel De ae Boy pa eas 307 Ethernet II Framing Header 0 0 00 ees 308 Enabling VEAN socios Saale a Bo he Be Oe ae ae Pa ee ew 310 WAN Bandwidth cs saseg eed tae ea a ea Rw a eee aS 310 WAN Router Configuration sasaaa aaa 311 Firewall Configuration sa moraa a oea es 311 Network Using NAT astara radami ree A tect ace eee a hae he eed dde 311 Network Configuration Guidelines for AltiGen IP Phones
380. itch Server serait S HMC Media Server Notes e Do not install HMCP service in a system with AltiGen s Triton telephony board It will cause resource conflict Remove the Triton Resource board and MeetMe conference board from OFFICE systems running as a gateway 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 Ed r Installed License License Type Mas 8 nus l 1 HMCP Media Server HMCP G 711 G 723 G 729WPAR HMCP MeetMe Conference HMCP Agent Supervision Session TAPI Seat 140 MAXCS ACC 6 5 Administration Manual Chapter 11 Board Configuration By default the system grants 60 conference members in a maximum of 40 bridges You can change the number to as many as 120 members in a maximum of 40 bridges and you can activate other HMCP resources by double clicking an HMCP board in Boards view and then clicking the Board Configuration button to open this dialog box Board Configuration HMCP O0 GW01 m HMCP Resources h Total Assigned to Licensed Assigned This Board If you decrease the number of HMCP m Voice Processing Resource fasuufede the syster 1 bei 20 20 must be rebooted for the G 711 G 723 G 729 750 E 20 configuration to take effect r Station Conferen
381. ith VPN Telephone Telephone 192 168 1 100 IP Phone 1 192 168 1 101 P Phone 2 192 168 1 2 MAXCS Internet VPN Turned he 4 192 168 2 100 224223 192 168 2 1 Phare 3 Radara Firewall VPN 169 254 56 169 192 168 1 1 Router 1 Firewall MPN 192 168 2 101 192 168 2 102 IP Phone 4 IP Phone 5 D Connect to MAXCS with YPN ob 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 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 IP Phone
382. ith agent 201 and 202 when the agent either 201 or 202 picks up the call after 3 seconds the agent should hear DTMF tones 123 Two other examples using Free Format 92529712 5 211 means dial trunk access code 9 and an outside number 2529712 wait 5 seconds dial 5 and wait 3 seconds then dial 211 Second example 102 01 5 means dial extension 102 wait 2 seconds dial 01 wait 3 seconds and then dial 5 For a trunk call the wait time starts right after the digits are dialed even while the target phone is ringing For an extension call the wait time starts after connecting to the extension it does not when ringing begins To Paging Trunk This option is available only to virtual extensions 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 MAXCS ACC 6 5 Administration Manual 217 Chapter 15 Extension Configuration 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 Handling Busy Calls You have several options for handling calls while
383. ith 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 336 MAXCS ACC 6 5 Administration Manual 2 Enterprise Location Manager General Chapter 25 Enterprise VoIP Network Management Location Name alti_telecom Switch Type AltiWare ACM Domain Membership x Domain Name Member Key sta Domain Information Current Domain Name VoIPDOMAIN Server Role Master C Downgrade to stand alone system _ gt SS Close Declaring Additional Servers for the VoIP Domain Additional servers are added to the VoIP domain in Enterprise Manager but first you must declare these servers and assign them a member key in MaxAdmin To do so 1 2 Log on to the member server you want to declare Select VOIP gt Multi Site Domain Configuration The Enterprise Location Manager window opens The name of the server and the name of the AltiGen product appear in the top box 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 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
384. itor List PhysicalfAge Glasgow C r Forward All Calls Do Not Disturb Physical Pedro Sa A Physicalfge Kelly Pina J Enable Forward to J y I Enable Do Not Disturb Physicall ge Victor Shih C Virtual Agent Jorge Go SST Enabling Do Not Disturb will take callers to Virtual l z Busy Handling without ringing the extension PhysicallAge PhysicalfAge JonZhang C Virtual TwoTwo Busy Call Handling r No Answer Call Handling IPt gentlGl JuanDo Q IV Enable Busy Call Handling IV Enable No Answer Handling IP Agent Gl Maria Alv C Virtual Forward to 100 Glasgow y C Forward to 100 Glasgow y Forward to Voice Mail C Forward to AA Forward to Voice Mail Place Caller in Queue eee Sage Forward to Line Park Forward to AA Forward to Line Park Enable One Number Access Call Waiting Number of Rings Before Handling I Enable Single Call Waiting 7 Enable Multiple Call Waiting a TF Enable Live Call Handling Add Del Apply To Cancel Apply 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 c
385. ixes 6 ee pa a ee a ae ee 63 Setting Emergency Numbers ooo 64 Dialing Plan Rules for Non North American COUNtIY o o 64 Audio Peripheral Configuration 0 00 eet 64 Configuring Music On Hold and Recorded Announcements 65 Setting Greeting and Update Prompts o ooooooooo oo 66 Configuring Overhead Paging o 67 ACEVMIY ke hE ee RS at tsa a Whats ay Bs RIS tO ee Gear ak eo oa at 67 Feature Profiles ses rdiet ee Ride a Cae a A a eee a 69 CHAPTER 5 Media Server and Gateway Management 000000ee nue 73 Managing Gateways iia td Sua Baan ea al wate eases Saw 4 74 Setting Parameters seta ean eda Si Sas Sete Pam ee OA wea 75 Adding and Attaching a Gateway 0 0 a 77 Detaching and Deleting a Gateway 2 00s 78 Changing Gateway ID and Password eee es 78 Media Server Gateway Configuration Tool 0000 eee eee eee 79 Configuring the Applications Server 000 ee ee 80 MAXCS ACC 6 5 Administration Manual CHAPTER 6 Voice Mail Configuration 00 cc 81 Managing Messages lt td Wo ee ae eS 81 Setting Message Notification Retries 000 00 eee eee 82 Setting Message Management Options 00 eee ee 83 Setting Message Recording Options o oo ooo 83 Setting Exchange Integration Options 000 eee ees 83 Setting E mail Messaging Options o o ooo e 85 Creating Distri
386. j Toa su To Line Park su Route to Operator Workdays Outside Business Hours C ToEstension fio gt G Todd 1 C To Line Park C Route to Operator r Non Workdays ToExtension 100 G ToAA TolinePark System CO 0D 00 co 0 GD ED GD GD GD CD ED GD GD CO GD CO CD OD ED D CO CD GD ED GD Go Route to Operator Apply To Cancel top Hep 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 Go to 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 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 Anal
387. k OK E ange Manageme onsole Jof x Ele Action view Help e gt amg E 3 Microsoft Exchange DAA ao lets Organization Confic A a Mailbox Enable Unified Messaging 2 Client Access 44 Hub Transport 29 Unified Messagi d George Scott a Enable Unified Enable Unified Messaging E 3 Server Configuratic aa Gil Liptack Messaging The selected mailbox will be enabled for Unified Messaging Upon completion an e mail gt dy Mailbox A Ginnie Moore E Completion message will be sent to the mailbox notifying the user that they have been enabled for Client Access da Glenn Rose Unified Messaging The message will include the PIN and the number to dial to gain access a a High Ceilin to their mailbox By default an extension number and PIN are automatically generated You de dia aa de 5 g can also manually specify an extension number and PIN Unified Messagi ign Une nes Unified Messaging Mailbox Policy a E a Recipient Configura J Mailbox 2 Distribution Gro 2 Mail Contact A Disconnected M sn Toolbox A High Price A Jack Jones A Jackie Brown A Jackie Gleason l James Copeland A Joel Zussman A John Fracisco aa Kevin Wang PA Kiou Houshmand A Leslie Xia PA Little Max A Marcus Aurelius Cesiexiass Default Policy Browse Automatically generated mailbox extension Manually entered mailbox extension foni PIN Settings Automatically generate PIN to access Outlo
388. k Specific Facilities 13 gt B Channe Logical Interface ID fore 14 gt B Channe 15 gt B Channe Controlled by E Pa PAN TEI Terminal endpoint identifier 16 gt D Channel D chan on Board ID g k a 17 gt B Channe aaa a Default setting Recommended 18 gt B Channe pan 19 gt B Channe Manually setto 20 gt B Channe Enable Tie Trunk C Assigned by CO switch 21 gt RA Channel Figure 14 El PRI Switch Mode The top three settings are used for a connection to a CO switch 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 TSO14 PRI Network e ETSI NET5PRI Network e NT DMS 100 PRI Network MAXCS ACC 6 5 Administration Manual 133 Chapter 11 Board Configuration Configuring an ISDN Numbering Plan The ISDN Numbering Plan button in the Protocol Configuration window opens the PRI ISDN Numbering Plan dialog box This function allows you to select how the system will identify and code the Called Number for six different types of calls This coding instructs the CO on how to interpret the number being sent to it PRI ISDN Numbering Plan 3 x 101CCCC Numbers So called CIC Carrier Ident
389. key for all member systems MAXCS ACC 6 5 Administration Manual 337 Chapter 25 Enterprise VoIP Network Management 2 Enterprise Location Manager Be xi General r Location Name Building 53421 gt Switch Type AltiWare ACM Domain Membership E Allow this server to be added to domain Domain Name VOIPDOMAIN Member Key BREEE Domain Information Current Domain Name None Server Role Stand alone a Create domain and join as master gt Apply gt Close 6 Click Apply then click Close Repeat these steps for each server you want to make available to the VoIP domain To actually add a server to the VoIP domain using Enterprise Manager see Adding a Server to a VOIP Domain on page 339 Working with Servers in the VoIP Domain In the Global Server Location panel in Enterprise Manager you can add a server to the VoIP domain by using the Add button in the panel remove a selected server from the VoIP domain by using the Remove button and you can set the master server by selecting a server and clicking the Set as Master button Before you can add a server to the VoIP domain you must have declared it in MaxAdmin see Declaring Additional Servers for the VoIP Domain on page 337 These are the fields in the Global Server Location panel Parameter Description Domain Name The name of the VoIP domain Server ID Length Length is from 1 3 S
390. kgroup View Window 0 000 ct a 38 Current Resource Statistics Window 00 000 eee eee 39 Assigning Seat Based Client Licenses o eee ee es 40 Stopping the AltiGen Switching Service 1 cc es 41 Programs Available from the Windows Start Menu 0000 ee eae 42 CHAPTER 4 System Configuration 2 000 eee ee 43 Setting General Parameters 0 o o oooooo ooo 43 Setting a System Number Plan o o ooooooooree es 46 Setting Business HOUrs i pas a nea ae a a ae e a a a dA A a a 52 Routing Calls on Holidays o o o oo ooo 53 Configuring System Speed Dialing 0 es 55 Defining System Call Restrictions 0 00 es 57 Blocking Calls to Area Codes from All Extensions 0 00 00 0s eae 58 Setting Unrestricted Area Codes sasaaa es 58 Locking Attacked Extensions a saca atei m naea oa a a E LaS 59 Blocking All Outgoing Calls aoaaa aaa 59 Enabling Hop Off for Tie Trunks 1 2 0 00 eee ee 59 Setting 10 Digit Dialing Area CodeS sasaa saaa ee 59 Creating Account CodeS 0 0 0 oo ooo 60 Adding and Deleting Account Codes 0 000 mee 60 Setting Up Call Report css eae e Se E a a a A ree 60 Internal Database Configuration Internal Log Service 61 External Remote Logging of Call Data ooo 62 Exporting Through a Local Port 2 0 00 eee eee eee 62 Country Relevant SettingS 0 000 ee 63 Setting Toll Call Pref
391. l amp AltiG Remote Jerry Engin Engin Figure 5 Restriction General Group TF Information Only Mailbox Answering T Disable Mailbox Monitor List Notification One Number Access Speed Dialing Mail Management J Assign Exchange Integration License r SMTP POP3 Setting E mail Name ext 00 IV Retrieve Voice Mail By E mail Client r Mail Forwarding Options J Confirm Callback Number T Enable Mail Forwarding Delete Messages After Forward Forward E mail Address Jafiowers m Message Playback Options Press 0 option J Announce Message Sender before Playback Y Announce Time Stamp before Playback J Enable Distinctive Call Waiting Tone IV Play the Newest Voice Message First Forward the call when caller press 0 while listening to extension greeting Voice Mal y I z Forward to r Capacity Max Number of Messages Mailbox Size Max Message Length Retention Length of Saved as MB p a min jo dass Cancel Apply Help Extension Configuration Mail Management tab Setting an Information Only Mailbox You can select the Information Only Mailbox check box to set virtual or physical extension mailboxes to Information Only then click Apply to to set one or more extension mailboxes An Information Only mailbox allows callers to listen to customized recorded announcements To repeat the ann
392. l comes in the SIP trunk uses To Header or Request URI as the DID DNIS number 160 MAXCS ACC 6 5 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 If you re in the Trunk Configuration window select a Triton T1 E1 channel from the trunk channels list then click the Trunk Properties button or just double click the channel in the list If you re in the Trunk View window right click the channel and select Channel Properties Triton T1 Configuration TritonT1 PRI 0 Channel 0 m T1 E1 robbed bit Signaling Protocol REINA Dialing Delay 250 ms gt How to collect Caller ID and DID Max seconds before the first digit 3 seconds y Max seconds between digits None bl Y Incoming sequence for y Calern fto x bios None gt M Or DID DNIS y None v None y None None y Cancel Apply to Figure 6 Triton T1 Configuration dialog box Following are the parameters for the Triton T1 Configuration dialog box Parameter Description Ti robbed bit signaling Protocol You can set Protocol to one of the following E amp M Wink Start default E amp M Immediate Start Ground Start Loop Start For signaling from one board to another only ERM Wink Start is supported Loop Start Ground Start and E amp M Imm
393. l least cost routing MAXCS ACC 6 5 Administration Manual 317 Chapter 25 Enterprise VoIP Network Management Understanding VoIP Bandwidth Requirements Before starting VoIP related configurations it is helpful to have some understanding of VoIP bandwidth requirements so that you can plan your VoIP deployment properly Also see Network Configuration Guidelines for VoIP on page 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 64Kbps G 729AB 8Kbps G 723 1 6 4Kbps e 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 during transmission For G 711 and G 729 20ms is efficient and recommended IP Header The IP 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 Transmission Medium In order to travel through the IP network the IP packet
394. l or local and relocate an extension Department button lets you define departments in the VoIP domain and assign extensions to departments Global 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 and lets you configure a PSTN number for global extension rerouting as a failover when the TCP IP network is down You may also assign an alternate server to which to redirect global AltiGen IP phones when their primary server is down 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 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 th
395. l workgroups 1280 e Total agents seats License Head per system 512 MAXCS ACC 6 5 Administration Manual 19 Chapter 1 Overview 20 MAXCS ACC 6 5 Administration Manual CHAPTER System Requirements and Installation This chapter describes the following System requirements List of MAX Communication Server licenses Preparation for installation Installing MAX Communication Server Installing MaxAdministrator on a network client Uninstalling MAX Communication Server Troubleshooting Minimum System Requirements This section lists the system requirements for MAX Communication Server ACM 6 5 Supported Operating Systems and Their Requirements The following operating systems are supported in MAXCS 6 5 For the MAXCS 6 5 Server Windows Server 2003 with SP2 Windows XP Professional with SP2 Officel and MAX1000 R only Windows XP Professional with SP3 MAX2000 only Windows XP Embedded MAX1000 only Windows Server 2003 telecom server with SP2 Windows Server 2008 MAX4000iG only For the Voice Mail Server Windows Server 2003 with SP2 with 1GB RAM e 20 GB available hard drive disk space MAXCS ACC 6 5 Administration Manual 21 Chapter 2 System Requirements and Installation For MaxAdministrator 6 5 Windows Server 2003 with SP2 Windows XP Professional with SP3 Windows Vista Business Edition At least 1024 x 768 resolution is required For Enterprise Manager Windows Server 2003 with SP2 Wind
396. 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 106 MAXCS ACC 6 5 Administration Manual CHAPTER Call Recording Configuration To use the centralized call recording function make sure the following requirements are met You need a recording seat license for each extension that will be recording either Dedicated Recording Seat licenses assigned to particular extensions or a Concurrent Recording Session license that is shared by a fixed number of extensions It is recommended that you have a separate storage server to store recorded files Recorded files 64Kbps PCM format can be managed by the VRMan
397. lave state transitioning from down to up Enterprise Manager Slave down specific trap When MAXCS is in Enterprise Manager master role and detects Enterprise Manager slave state transitioning from up to down IP Phone service up specific trap When detecting IP Phone service transitioning from down to up IP Phone service down specific trap When detecting IP Phone service transitioning from up to down VM server connection up specific trap When detecting VM server connection transitioning from down to up MAXCS ACC 6 5 Administration Manual 375 Chapter 27 System Report Management e VM server connection down specific trap When detecting VM server connection transitioning from up to down e CT Proxy Service up specific trap When CTProxy Service connection transitioning from down to up is detected e CT Proxy Service down specific trap When detecting CTProxy Service connection transitioning from up to down e Excessive memory usage on Softswitch specific trap When MAXCS detects the lowest virtual memory usage exceeds a specified percentage of physical memory configuration within a 10 minute duration The next trap will be sent after the condition is cleared then occurs again The minimum duration between any two consecutive traps is 30 minutes e Excessive CPU utilization on Softswitch specific trap When MAXCS detects its average CPU utilization exceeds a specified percentage in any 10 minute duration The
398. ld specify the start of the meeting by clicking the Down arrow and using the slide bar MAXCS ACC 6 5 Administration Manual 303 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 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 emaii 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
399. le Fields at the bottom show the IP address es shared by the two systems and the current connected server s IP address If you open the window from the primary server s MaxAdmin the address shown is the primary server s IP address and if you open it from the secondary server it is the secondary server s IP address Configuring the NICs Both the primary and secondary Softswitches use two NICs one for sharing and one for redundancy control Configure each of the four NICs as follows 1 Goto Control Panel gt Network Connections Right click on a NIC card and choose Properties Double click Internet Protocol TCP IP 2 On the General tab of the Internet Protocol TCP IP Properties dialog box click Use the following IP address MAXCS ACC 6 5 Administration Manual 361 Chapter 26 Redundancy Configuration Internet Protocol TCP IP Properties ol 3 Enter an IP address and subnet for the NIC When configuring the second NIC on the Softswitch use the same subnet 4 For the sharing NIC set the Default gateway For the redundancy control NIC leave the Default gateway field empty 5 Click the Advanced button and make sure Automatic Metric is checked Advanced TCP IP Settings 255 255 0 0 362 MAXCS ACC 6 5 Administration Manual Chapter 26 Redundancy Configuration 6 Click OK 7 Goto Control Panel gt Network Connections From the menu select Advanced gt Advanced Settings Move the
400. le 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 Identifier 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 Default setting this is the recommended setting 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 shared 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
401. le Trunks xi Span Channel TrtonT1PRI 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 roocoocqcoeqacoocoeocqcaqcoceae amp Cancel Figure 5 Mobile Trunks dialog box 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 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 Play Phrase After Answered the system will play the giv
402. lease check the Internet Protocol TCP IP Properties of your server NIC interface and assign a fixed IP address to this server MAXCS ACC 6 5 Administration Manual 319 Chapter 25 Enterprise VoIP Network Management TC 8 x 7 Login failed Cannot connect to the authentication server oK When multiple systems are added to the VoIP domain all member systems need to have both Route Access Code and IP Trunk Access Code configured If one or more member systems are not configured properly this message pops up Cs 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 IP TrunkAccess Code are not configured Upon successful login Enterprise Manager opens Change Password Configure Codec Profiles Configure Users Departments Configure Global Least Cost Routing Display Servers Enterprise Manager Severs 995 Bod ew Br Logout Servers Codec User Department GlobalLCR Help about Domain Name Mozart Information IP Networks IP Dialing Table IP Codec Number Plan General Server ID Length 3 m Type ALT z Global Server Location AS Server ID 000 ID Name Master Status 000 HEAVY METAL Active Switch Info cy 001 MAX1000 R A YES Active
403. lect 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 several options e G 711 Mu Law e Prefer G 723 1 support G 729 e Prefer G 729 support G 723 1 e G 711 A Law e Prefer G 711 Mu Law support G 711 A Law e Prefer G 711 A Law support G 711 Mu Law G 711 provides toll quality digital voice encoding and G 723 and G 729 use low rate audio encoding to provide near toll quality performance under clean channel conditions G 711 G 723 G 729 When silence suppression is enabled and silence is Silence Suppression 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 G 711 G 723 G 729 Indicates the delay in milliseconds used to buffer Jitter Buffer Range G 711 G 723 G 729 voice packets received from the ms 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 def
404. ling Number Calling Number can be accepted by Carrier Use this number as Calling Number if the number can not be accepted by Carrier at Cancel Figure 16 PRI Calling Number Setting jo fim fie o a la ul o 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 136 MAXCS ACC 6 5 Administration Manual Chapter 11 Board Configu
405. ll Park Ring Back Identification to Operator when parked calls are not picked up the operator is rung Call Restrictions 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 ID standard and displays alpha and numeric caller ID and name on a standard analog telephone with a display Up to 64 characters are transmitted and displayed If your local exchange carrier provides enhanced caller ID such as caller name this information will also be displayed Caller ID 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 6 MAXCS ACC 6 5 Administration Manual Chapter 1 Overview 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 MaxAgent 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 Configurable Phone Display the system administrator can configure the Caller ID Name
406. ll 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 A 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 Disconnected To delete a gateway from the Softswitch Component Configuration window First detach the gateway Then select the gateway you want to delete and click 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 1D and Password You can change the selected gateway s unique number 01 02 and the password by clicking the Config button in the Softswitch Component Configuration window This opens the Gateway Configuration Tool Make your changes and click Apply 78 MAXCS ACC 6 5 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 ACM gt Gateway menu When you open it from the Start menu you ll see this dialog box AltiGate
407. ll 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 4 Click Relocate Additional 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 REL 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 e 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 sur
408. ll the caller and agent s voice stream to the resource board to allow the supervisor to tap into the conversation MAXCS ACC 6 5 Administration Manual 121 Chapter 11 Board Configuration IP Extension This option is in the Dynamic IP Address Static IP Address Extension Configuration window Logon IP Address i 0 0 0 Home Media Server ID 01 y Using the Triton MeetMe Conference Board The Triton MeetMe conference board requires no configuration Board resources are available when it is installed You do have to assign a MeetMe Conference extension select PBX 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 120 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 200 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
409. ll 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 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 International 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 280 MAXCS ACC 6 5 Administration Manual Chapter 22 Workgroup Configuration Service Level Threshold The Service Level Threshold scroll box allows you to select the length
410. ll waiting tones 259 286 distinctive ringing 45 distribution lists 86 distribution lists creating 86 DNIS and language setting 105 DNIS routing 177 business hours profile 179 holiday profile 179 do not disturb setting 218 domain VoIP adding servers 337 339 creating multi site 335 extension scope 344 managing users 343 master 335 rejoining a server to 340 relocating extension 348 relocating extension using 27 350 synchronizing manually 354 system ID and 339 downgrade MAXCS 28 DTMF delivery 325 El channel assignment 444 subscribing to service 444 E1 ISDN PRI installation 437 E1 R2 CAS installation 425 E 911 196 e mail 85 name 285 email name 208 258 e mail messaging options 85 email services 85 e mail setting notification 209 emergency notification 210 emergency numbers 64 enable multiple call waiting 218 enable call screening 221 enable distinctive ring 45 Enable Do Not Disturb 218 enable intercom 197 enable live call handling 218 enable multiple call waiting 218 enable single call handling 265 292 enable single call waiting 218 en bloc dialing 153 enbloc dialing 334 Enterprise Manager 317 changing the password 321 fixed IP address 319 how to log in 319 login failed 319 user interface 320 error messages installation 28 ESF Extended Superframe Format 128 establishing basic huntgroup at tributes 255 establishing basic workgroup at tributes 279 Exchange creating new mailbox user 396 integration c
411. log entries 38 log file security alert 211 logging outbound workgroup calls 204 login 31 login failed Enterprise Manager 319 logout 31 mail forwarding setting extension for 208 mail management for extensions 206 for workgroups 285 mailbox 206 information only 207 size 209 259 286 mailbox capacities 209 259 286 main menu 32 main number 45 making a connection difficulty 453 management menu audio peripheral configuration 64 Manager Extension 45 managing messages 83 MAX 458 MAXCS ACC 6 5 Administration Manual channel group info 146 MaxAdmin main window 32 MaxAdmin amp Extension Security Checker 412 MaxAdmin default password 31 MaxAdmins disconnecting from system 412 MAXCS main window hardware status 34 MDMF Multiple Data Message For mat 200 measuring Rx level of trunk channel 168 media path about 138 Media Server Gateway Configura tion Tool 408 MeetMe Conference appointing an admin 298 configuring 298 e mail template modifying 305 overview 297 using 298 menu MaxAdmin main 32 message length 209 259 286 maximum number of 209 259 286 notification 210 260 schedule 213 262 289 notification for workgroup 287 notification options setting 212 notification setting 209 notification timing setting 212 notification type 261 288 playback 208 259 286 retention 209 260 286 message playback options 208 messages managing 83 recording options 83 setting e mail options 85 setting notification
412. lowing dialog box opens r SIP Extension Channels Current Configured Channels 200 Max Number of SIP Extension Channels 200 m SIP Tie Trunk Channels Current Configured Channels 200 Max Number of SIP Tie Trunk Channels 200 SIP Trunk Connect to 3rd Party SIP Server Current Configured Channels Bo Currently Licensed Channels SIP Trunk Configuration Note Changing number of SIP extension or tie trunk channels requires stop and re start switching and gateway services Cancel Figure 4 Configuration dialog box for a Triton VoIP channel See Configuring the SIPSP Board on page 138 for board configuration information Note This is signal only trunks Make sure you have enough IP resource boards to cover your needs 156 MAXCS ACC 6 5 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 the
413. lows 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 MaxAgent sessions e Maximum 20 AltiConsole sessions e Maximum 20 MaxSupervisor sessions 18 MAXCS ACC 6 5 Administration Manual Chapter 1 Overview Call Center Capacity e Maximum configurable agents per workgroup 512 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 PBX Capacity Maximum 1 000 extensions IP analog and mobile extensions Maximum 256 MobileExt ports per system Maximum 400 MaxCommunicator MaxAgent sessions Maximum 20 AltiConsole sessions Maximum 20 MaxSupervisor sessions Call Canter Capacity Maximum configurable agents per workgroup 512 Maximum active login agents per workgroup 256 Total configured agents per system including al
414. m the Voice Mail System allows users to make a call from within the Voice Mail System by pressing at the Main Menu and entering the internal extension or external phone number This is especially useful while traveling where users can respond to all messages and make other calls not associated with a message all with one call into the Voice Mail System This can result in significant savings The use of this privilege is configurable on a per user basis 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 New and Heard Voicemails Announced Heard voicemails are announced as well as new and saved voicemails when users access voicemail 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
415. master setting OR Have CO perform a line test to check for a faulty cable or line 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 MAXCS ACC 6 5 Administration Manual 127 Chapter 11 Board Configuration Error Meaning Line Code Errors Bit Errors Line Code Error is defined as an occurrence of a bi polar variation or excessive zeroes Bit Errors are defined as a CRC 6 error in ESF FT bit error in SLC 96 and F bit or sync bit error in SF Xmt Frame Slips Clear button Transmit Fr
416. mber extensions will show up in the Group Members box The operator extension is used in the following applications e Trunk in call routing e DNIS in call routing e Auto Attendant Call Supervision Check the check box to allow a supervisor to monitor barge in on coach and record an agent s non workgroup call 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 example pressing 9 to get a trunk line The numbering scheme requires some thoughtful planning 46 MAXCS ACC 6 5 Administration Manual Chapter 4 System Configu
417. mber 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 52 e From To notification during a specified time of day Select the hours in the From and To time scroll boxes Any Time notification at all times every day 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 hunt groups See Apply to Button on page 254 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 262 MAXCS ACC 6 5 Administration Manual Chapter 19 Hunt Group Configuration Huntgroup Configuration 200 x p Group List General Group Member Mail Management Notification Call Handling Queue Management Name p Busy Call Handling gt p No Answer Cal Handling 200 CallCenter Test F Enable No Answer Handing 230 Department QA IV Enable Busy Call Handling 240 test shirley Can Voice M
418. ment agent announcement 420 MAXCS ACC 6 5 Administration Manual Chapter 30 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 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 Exporting and Importing Extensions You can import and export extensions in a csv file To import extensions 1 First back up your system configurations using AltiGen s System Data Management tool Services gt Utilities gt System Data Management Go to Services gt Utilities gt Import Extensions Import Extensions x Choose a file to import First Na Transmi E911 CID Enable Enable In the Import Ex
419. ment Enterprise Manager Multi site management through Enterprise Manager includes 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 16 MAXCS ACC 6 5 Administration Manual Chapter 1 Overview 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 VoIP 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 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 routi
420. min defined 240 administration AltiContact Center 43 admins number connected to sys tem 412 agent check box 197 allow call redirect priority change 295 alternate mark inversion AMI 128 alternate server behind NAT 342 setting 341 switching to 342 350 AltiContact Center administration 43 AltiGen board test tool 407 AltiGen IP phone configuration 233 AltiGen services stop amp start 414 Alti Mobile Extension limitations 251 AltiServ behind NAT configuring 331 forwarding ports 332 AM schedule 53 AMI Alternate Mark Inversion 128 Analog board 122 announcement time stamp 208 259 286 answer options 218 answering huntgroup call handling 264 workgroup call handling 291 application extension definition amp uses 115 failover plan 116 setup 115 application extension configuration 115 application failover plan 116 Apply To multiple extensions 194 279 area code on trunk 152 area codes system home 45 assigning client licenses 40 attaching a gateway 77 attributes setting trunk 152 trunk 154 audio peripheral 64 audio peripheral options for huntgroups 265 auto attendant actions 93 adding 90 collecting digits 94 configuring 89 editing 92 making assignments 96 menu items configuring 92 prompts phrase management 96 recording custom phrases 97 auto record personal extension calls 198 average jitter 40 B8ZS Binary 8 Zero Substitution 128 back up system data 409 backing up files 410 Backup amp Restore U
421. n SIP Protocol Field Not Sent default Do not send transmitted caller ID FROM Header Send the caller ID using the SIP FROM header P Preferred Identity Send the caller ID using the SIP P Preferred Identity header P Asserted Identity Send the caller ID using the SIP P Asserted Identity header MAXCS ACC 6 5 Administration Manual 159 Chapter 12 Trunk Configuration Field Description Carrier can accept any number This is the default Carrier can only accept Calling Number with minimum x digits Enter the number of digits then enter a calling number in the field below the table in case the carrier cannot accept configured numbers Carrier can only accept assigned numbers as Calling Number If you select the this 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 Del button Enter a calling number in the field below the table in case the carrier cannot accept configured numbers Send Caller Name Enable Standard Record Route Header Check to also send the caller name to callees Check this box if the SIP service provider uses SIP Record Route and the SIP trunk cannot make or receive calls If it already works DO NOT CHECK or UNCHECK this box Service provider Bandwidth com with Edgewater Route require this checked Incoming DID Number Field When a cal
422. n 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 hunt group queue 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 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 Ri
423. n other words this configuration determines 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 263 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 200 x Group List Number Name 200 CallCenter Test 230 Department QA 240 testshiey 252 Demo Workgroup 260 TestShiley 270 Department Plat General Group Member Mail Management Notification Call Handling Queue Management 300 DAtestgioup 450 Marketing Work Add Delete Apply to Cancel App Help Figure 6 Huntgroup Configuration Queue Management tab MAXCS ACC 6 5 Administration Manual 265 Chapter 19 Hunt Group Configuration The default audio peripheral setup is discussed in Audio Peripheral Configuration
424. n the country in which they reside Applies to call return from Caller ID Zoomerang and making a call from Microsoft Outlook 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 Ca
425. nable 6 711 G 723 Silence Suppression 0 729 Silence Suppression 6 729 AB with silence suppression 6 729 A without silence suppression Codec Profile Table Profile Setting Name Default E Name ExchPrefer 6711 Only 0729 Prefer E STC gt 6 711 Jitter Buffer Range Min 10 ms Max 100 ms 6 723 Jitter Buffer Range Min 30 ms Max 4803 ms 6 729 Jitter Buffer Range min 10 ms Max 4803 ms G 711 RTP Packet Length ms cy gt 6 729 RTP Packet Length ms 20 o DTMF Delivery RFC 2833 SIP Early Media Enable SIP Transport TEP Add Remove C Figure 20 Creating a codec profile specifically for Exchange UM In the Name field enter a name for the new codec profile In the Codec field select G 711 Mu Law In the DTMF Delivery field select RFC2833 In the SIP Early Media field select Enable In the SIP Transport field select TCP 5 Associate this new codec profile to the IP address of Exchange Server and only Exchange Server a Click the Servers button then click the IP Codec tab b Add a new IP Device Range for the Exchange Server 000509 394 MAXCS ACC 6 5 Administration Manual Chapter 28 Microsoft Exchange Integration Enterprise Manager Servers of x gt 3 7N ai m PA 7 Pan Bod DM ii Servers Codec Department Help About Domain Name Information IP Networks IP Dialing Table IP Codec Number Plan Inter Gatewa
426. nd 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 210 MAXCS ACC 6 5 Administration Manual Chapter 15 Extension Configuration When the designated extension is notified the system will play Unusual call activity has been detected 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 defa
427. nel The Add Department dialog box appears Add Department xi Name Description OK 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 352 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management Configuring Global Least Cost Routing Global LCR allows you to save on toll charges by making long distance or international calls through a VoIP 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 VoIP 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 tar
428. nel ID MAXCS ACC 6 5 Administration Manual 107 Chapter 9 Call Recording Configuration calleeID is the target number or trk bbcc workgroupID is the workgroup number for a workgroup call or ext for extension call DNIS is the DNIS number or NA for no DNIS number sessionID is the CDR session ID Configuring Call Recording To configure system wide call recording including centralized recording for multiple gateways do one of the following e Click the Recording ie button on the toolbar Recording e Select System gt Call Recording Configuration The Recording Configuration window opens Recording Configuration xi m Recording Option Gateways Configuration ma Recording Type Extension based Recording w Note You need to configure individual extension or trunk to start recording Central Location Erec Browse I Gateways Use FTP Protocol to Transmit Recorded Files to Central Location FTP Test FTP Server FTP Access Account FTP Path Password Please ensure the 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 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 Wo
429. next call in queue Users may also record and use personalized Initial and Subsequent greetings to be played for callers 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 or MaxAgent 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 8 MAXCS ACC 6 5 Administration Manual Chapter 1 Overview Operator Off line when this feature is enabled all calls are directed to the AA When the caller dials O 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
430. next trap will be sent after the condition is cleared then occurs again The minimum duration between any two consecutive traps is 30 minutes e Excessive hard disk usage on Softswitch specific trap When hard disk usage of MAXCS transitioning from below threshold to on or above threshold is detected The minimum duration between any two consecutive traps is 30 minutes e Redundancy switch over specific trap When a redundancy switch over between Primary and Secondary Softswitch is detected This trap is reported by the newly activated Softswitch 376 MAXCS ACC 6 5 Administration Manual CHAPTER 28 Microsoft Exchange Integration This chapter provides step by step instructions for configuring Microsoft Exchange and MAX Communication Server MAXCS ACC ACM 6 5 to work together Note An AltiGen Exchange Integration license is required for each extension using Exchange integration Three integration options are possible see Setting Exchange Integration Options on page 83for a full description of these options Synchronize with Exchange 2003 2007 The same Exchange integration method used in release 5 2 and prior synchronizes voice messages between the AltiGen voice mailbox and Exchange mailbox Works with both Exchange 2003 and 2007 Bridged Access to Exchange 2007 An option is provided in the AltiGen Voice Mail System menu to log in to the Exchange mailbox option 7 in the main menu Exchange 2007 only To synchroni
431. nfiguration Note If the Hybrid Echo Return Loss reading of a trunk is worse than 6 dB for example 5 db the trunk may be subject to VoIP voice quality problems Use this trunk to connect to analog phones only or configure it to be the least used trunk Acceptable range for Hybrid Echo Return Loss is 6dB to 26dB Noise Level should be less than 67dBm acceptable range is 67dBm to 90dBm 2 Make calls from the trunks to test voice quality 3 Repeat steps 1 and 2 for all other trunk channels 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 2 Check to see if any wire taps to the trunk wire bridge tap If so remove them then test again 3 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 you clicked the Match Impedance button for that trunk The following dialog box is displayed Impedance Match Result Ea Last Match Time 2005 09 21 14 20 00 Noise Level dB Hybrid Echo ciso Level Return Loss dB 600 ohm l 73 04 11 84 900 ohm NA NA Complex 1 73 84 Complex 2 72 69 10 64 NA Complex 3 NA The best matched impedance is 600 ohm Figure 10 Impedance Match Result
432. nfiguration TritonIP12PT 209GW00 r Board Info Board S N 102457 8PT 0337 DSP Clock 200 Physical Id 2 Logical Id 0 r Board Type If you change this configuration Configure Tyee 12PotG 711 6 72376723 you must restart the switching services for the change to take effect Advanced Cancel Figure 5 Board Configuration window Configuring the Triton T1 Ei Board Through MaxAdmin the Triton T1 E1 board can be configured for either digital T1 CAS channel associated signaling T1 PRI Primary Rate Interface E1 CAS or El PRI Both Ti 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 El PRI carry 32 channels using TDM at an overall rate of 2 048 Mbps Both of them provide 30 64K channels for voice To subscribe to T1 CAS T1 PRI El CAS or El PRI service you must supply certain parameters These parameters are listed in Appendix B on page 441 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 120 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
433. nflict 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 exit010 User Branch 1010 Local 11010 User Change to Global 2 Select the server name extension where you would like the Global extension to reside 3 Click the Change to Global button 346 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management 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 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 ext
434. ng 2 000 eee ee 108 Using a Remote Shared Directory 00000 109 CHAPTER 10 Application Extension Configuration 00 o ooo 115 Application Extension Setup o ooo 115 Application Failover Plan sssaaa uaaa a 116 MAXCS ACC 6 5 Administration Manual Application Information aasa ee 117 Readying the Application 0 ce ee 117 CHAPTER 11 Board Configuration 0 000 cee ee 119 Using the Triton Resource Board 1 ee 121 Using the Triton MeetMe Conference Board 0 0 ee 122 Configuring the Triton Analog Station Board eee es 122 Configuring the Triton Analog Trunk LS GS and LS Boards 122 Configuring the Triton VoIP Board o o ooo ooo es 123 Configuring the Triton T1 E1 Board ooooooornon mee 124 Configuring the Board 1 0 aaa 124 Setting up Channels on the Triton T1 E1 Board 000 eee 129 Installing a Channel Service Unit CSU o o oooooooooo oo o 137 Troubleshooting T1 E1 Common Symptoms o o oooooo o 137 Configuring Virtual Boards SIPSP and H323SP 1 ee ee 138 Configuring the SIPSP Board cee es 138 Configuring the H323SP Board 1 ce es 139 Configuring Virtual Board HMCP sasaaa aana 139 Assign HMCP Resources to IP Extensions ooo ooo 142 Configuring the MAX Board o ooo ooooo o es 146 Configuring the Virtual MobileExtSP Board ooo oooo
435. ng 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 264 MAXCS ACC 6 5 Administration Manual Chapter 19 Hunt Group Configuration Ring Next Available Member a round robin method that attempts to evenly distribute calls among the group members This method sends the call to the next member configured in a hunt group regardless of whether the previous member is busy or not In other words if the previous call was sent to 3 in the group the present call is sent to 4 if 4 is not busy Ring All Available Members all extensions in a hunt group 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 hunt groups 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 I
436. ng Rule Groups General Subscriber Access Dial Codes View Refresh Outgoing Configuration Hel Dutside line access code lE 2 Example 9 4DigitLxia64Bit International access code 2 Remove Example 011 for United States 3 Properties National number prefix Example O for France 1 for United States Hep Country Region code Example 81 for Japan 1 for United States Incoming Configuration In country region number format 1 Dia Example O20 xxxxxx International number format fi 51 Det Example 4420xxxxxxx Figure 16 Setting the Dial Code Outgoing Configuration Outside line access code The trunk access code of your Softswitch International access code Toll call prefix for international calls For the U S itis 011 National number prefix Toll call prefix for domestic calls always set as 1 Country Region code Country code For the U S it is 1 Incoming Configuration In country region number format e Use this field to specify how a user s telephone number should be dialed by the UM Server in a different dial plan but having the same country code This is used by an auto attendant and when an Outlook Voice Access subscriber searches and tries to call the user in the directory e This entry consists of a number prefix and n number of x characters for example 020xxxxxxx e To determine the telphone number UM will append the last n digits from
437. ng 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 350 Note The check box is available only if a global extension is selected and that extension has no conflict Relocation User can relocate XR Allow user to relocate a global extension using 27 A extension if checked Admin Relocate Extension From H A 7 Branch _ gt Hd Admin can always relocate extension FA J SE 4 J When a global extension extension 1001 in this example is moved from site A to site B this is what happens The following configurations are replicated from site A to site B e First Name e Last Name e Password e Extension Number DID Number e Dial by Name e Disable Mailbox option in 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 348 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management e Site B creates extension 1001 If extension 1001 is found in site
438. ng 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 m Domestic Plan Name Prefix L Intemational Plan Name Prefix L 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 O 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 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 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 64 MAXCS ACC 6 5 Administration Manual Chapter 4 System Configuration e System default beginning and update prompts for callers in queue Overhead paging To access the Audio Peripheral configuration window select System gt System Configuration then click the Audio P
439. ng rules are propagated to all members automatically Global Dial by Name and Greeting Synchronization Caller using the dial by name feature from any system within the VoIP domain can search the entire global directory The global extension s greeting is replicated to all systems within the VoIP 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 AltiEnterprise 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 VoIP domain line state idle busy ring error extension status DND and activity presence This information can be displayed in MaxCommunicator MaxAgent AltiConsole and on the IP phone Limitation For display only user cannot answer calls for the global extension Global Intercom An extension user
440. nge 2007 AltiGen s Voice Mail System provides an option to the user to directly access Exchange Unified Messaging by pressing 7 in extension voice mail after entering the password Once connected users can check and reply to e mail manage calendars and send messages 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 still function as they are provided by the MAXCS system and not Exchange server If you select this option enter the DNS name of the Exchange server in the Exchange 2007 Unified Messaging Server field do not enter the IP address If you want to synchronize voice mail between the AltiGen mail box and the Exchange server check the Enable Synchronization check box If you don t check this voice mail is not synchronized between the two message stores Enable Synchronization 84 MAXCS ACC 6 5 Administration Manual Chapter 6 Voice Mail Configuration Parameter Description Native VM Integration with Exchange 2007 Uses Exchange 2007 as a native voice mail box to store voicemail files providing a unified mailbox for all message types Callers are forwarded to the Exchange 2007 mailbox when an extension is ring no answer busy or in DND Accessing voice mail is done through the Exchange system When this option is activated all physical virtual WG mail
441. nging length 339 impedance match performing 167 in call routing 175 in call routing rules 175 incoming call handling 173 information only mailbox 207 installation ACC Administrator 28 E1 ISDN PRI 437 E1 R2 CAS 425 error messages 28 MAXCS preparation 24 installing a Channel Service Unit CSU 137 integrating Exchange Server 377 inter call delay setting 204 Intranet 307 intranet pipe 328 configuring 330 IP address range defining 329 IP Cumulative Traffic Statistics win dow 372 IP device range adding 327 IP dialing table 332 IP extensions 194 IP network defining address range 330 IP networks defining 328 IP phone copy from 241 display workgroup status 241 time display 237 IP resource missing from Current Resource Statistics window 454 IP Trunk Access 51 ISDN PRI switch mode setting 132 ISDN setting TEI 135 ISP 307 J Jam Bit 8 128 jitter average 40 average statistic 373 Jitter Buffer 310 jitter buffer 324 G 711 324 G 723 324 G 729 324 L language DNIS routing to 105 enabling 12 104 rules MAXCS follows 106 setting in extension config 196 languages configuring extension 103 enabling in AA 102 other configuring 101 LCR configuring 353 least cost routing configuring 353 licenses table 23 licenses client assigning 40 limitations Alti Mobile Extension 251 line loss acceptable range 169 line park 217 240 configuration 271 live call handling 218 local network defining 329 location format 37
442. ngual Support 1 TRUE 2 TRUE Language Settin 3 FALSE set 4 FALSE IV Language Selection Prompt 5 FALSE 6 FALSE C PostOffice phrases LangCustom phrase0001 El 7 FALSE S inps 1 Defaut Language y 2 Spanish one n FALSE mo 3 UK English X oO SPA 12 FALSE ae 14 FALSE 5 None 7j 6 None y 15 FALSE 16 FALSE 7 None y cen 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 102 MAXCS ACC 6 5 Administration Manual Configuring the Extension Chapter 8 Multilingual Configuration Extension users have a default language configured and that language is always used for them whenev
443. ning AltiServ Your prompts are now ready to be used 98 MAXCS ACC 6 5 Administration Manual CHAPTER Multilingual Configuration MAXCS supports multiple language prompts 8 languages total for trunk calls and extension users letting you configure your system to handle the following types of scenarios in a multilingual environment An auto attendant AA may serve callers who speak different languages MAXCS can be configured to let the caller select a preferred language in which to hear prompts Once a language is selected the whole call session will use the selected language 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 the Mexico Spanish language prompts or to an extension that uses the corresponding l
444. nistration Manual MAXCS 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 e UDP 10060 e UDP 30 000 31 000 e TCP 10064 MAXCS ACC 6 5 Administration Manual 447 448 MAXCS ACC 6 5 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 888 ALTIGEN option 5 or 408 597 9000 option 5 and follow the prompts Your call will be answered by one of AltiGen s Technical Suppo
445. nk You can edit these as described in Configuring Auto Attendants on page 92 You don t need to add a new AA if you re going to use 16 or fewer 90 MAXCS ACC 6 5 Administration Manual Chapter 7 Auto Attendant Configuration To add an AA beyond the first 16 Click the AA Configuration button rs or select System gt AA Configuration AA Select x 10 00 M0 WUN After Hour AA New AA Holiday AA IP trunk 44 IPOAA aaa Copies an AA to a New AA selected ID Business Hour ls Exports all your AA Add Clear Copy From Close Help _Emot H settings to an HTML file Figure 1 AA Select window Edit opens the AA window where you can edit the selected AA as described in Configuring Auto Attendants on page 92 Add opens the Add AA dialog box ID X Name Cancel Select an ID in the drop down list and type in a descriptive Name for the AA then click 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 1 2 3 4 Select your target ID from the AA Select window 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 ACC 6 5 Admini
446. nly 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 voice steam so that both sides can hear Notes e Make sure you have enough VoIP resource boards 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 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 SIP Extension Channels If you change the Current Configured Channels 00 number of SIP extension Change Number of SIP Extension Channels to or tie trunk channels you must stop and r SIP Tie Trunk Channels Connecting AltiSery to AltiSery YolP calls restart the switchin gan d Current Configured Channels 100 gateway services Change Number of SIP Tie Trunk Channels to fico r SIP Trunking Channels Connecting 3rd party SIP Dial Tone to AltiSery Current Configured Channels Boo 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 di
447. 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 system for One Number Access Message Notification Zoomerang Call Forwarding and so on to a cellular 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 If the
448. nsions only when the Forward to Voice Mail option is selected e It is not available when Forward to AA Forward to Extension or Forward to Line Park is selected Configuring One Number Access One Number Access ONA gives the caller an option to find the extension user when the extension is ring no answer Caller still has the option to leave a voice mail if the system is unable to find the extension user 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 r No Answer Call Handling IV Enable No Answer Handling Forward to Forward to Voice Mail C Forward to AA 1 z Forward to Line Park System Figure 9 Enable One Number Access option on the Answering tab Also ifthe Enable Do Not Disturb option is selected in the Answering tab the call is forwarded to voice mail regardless of ONA settings MAXCS ACC 6 5 Administration Manual 219 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 y Agent Supervisor Extension 7 General Group Speed Dialing Mail Management Notification Ff Restriction Answering One Number Access Monitor List 101 cor 00 0 Option Enabled during business hours only ee Number
449. nt 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 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 3 on the toolbar e Select PBX gt MeetMe Conference Management The MeetMe Conference window opens 298 MAXCS ACC 6 5 Administration Manual Chapter 23 Managing and Using MeetMe Conference MeetMe Conference AltiWare Admin ox AMES XX 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 J 003 Team Meeting Admin Admin 1
450. 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 38 MAXCS ACC 6 5 Administration Manual 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 Waiting Time the longest wait time of callers in queue Service Level the percentage of calls in queue with queue time less than or equal to the defined service level threshold Current Resource Statistics Window The Current Resource Statistics window displays the total VoIP channels available channels and in use channels The window allows administrators to monitor VoIP channel usage and MeetMe conference resource use Current Resource Statistics 01x Refresh Interval 30 Port G 711 only resources G711 G723 G729 Resources jateway ID Total G711 Total G7il 6723 Active Active Active Active 6729 Available 120 0 12 o 0
451. ny boards See CT Bus Test Tool on page 408 Gateway Configuration Lets you view some gateway settings and board information and change the ID and password of a gateway Available under Utilities MAXCS ACC Backup and Restore Backs up your configurations and extension voice mail See Backup and Restore Utility on page 409 MAXCS Admin and Extension Security Checker Checks the security status of every extension in your MAXCS system See MAXCS Admin amp Extension Security Checker on page 412 Read Config Creates a subdirectory of HTML files that shows details of your MAXCS configuration See Read Config on page 419 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 414 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 418 42 MAXCS ACC 6 5 Administration Manual CHAPTER System Configuration The System Configuration window provides for configuring the MAXCS ACC ACM system wide settings To open the System Configuration window do one of the following e Click the System Configuration button on the toolbar e Select System gt Syst
452. o 00000 cee ee 206 Setting an Information Only Mailbox o o ooo eee 207 Disabling a Mailbox iek eanan aea es 207 Assign Exchange Integration License 0 00 eee es 207 SMTP POP3 Setting secs set Fate oe eal a whe te we Rae ee wks 208 Mail Forwarding Options 0000 a 208 Setting Message Playback OptionS ooo ooo ee es 208 Press 0 Optio ai sce eaten ar ah aig aa ad 2a are ae ed 208 Setting Mailbox Capacities o oo ooo 209 Setting Message Notification Options 2 0 00 ee 209 Setting the Message Types for Notification o 210 Emergency Notification 2 2 0 a a 210 Unusual VM Activity Notification 2 2 lt lt 0000 210 Setting the Type of Notification o ooo oo ooo o 212 Setting Notification Timing o e 212 Setting Notification Business Hours ooo ooo 213 Enabling Message Notification a a saasaa a es 213 MAXCS ACC 6 5 Administration Manual Configuring Calling Restrictions 0 cc es 214 Setting Call Restriction OPti0NMS ooo 214 Setting Other Call Restrictions 2 ooo ooo eee eee 215 Setting Answering OptionS oooooconoe a 215 Forwarding AllCalls sraa i aa ae Seen eh ete a te e 216 Do Not Disturb doi a ae a ares GRO ad ate ake ape ahh de 218 Handling Busy Calls sere oy ee eae ee ea ee oe cea eee ae 218 S
453. o edit a line click the Edit button fill in the blanks and click OK SIP Server IP Address The SIP Trunk service provider s server IP address User Name Assigned by the SIP Trunk service provider Password Assigned by the SIP Trunk service provider Domain The Domain Name of the SIP Trunk service provider if required SIP Register Period How frequently the AltiGen system needs to send SIP registration packets to the service provider This can detect if the service provider is up or not Some service providers do not accept SIP Register messages In these cases you can disable sending SIP Register messages from AltiServ by setting the SIP Register Period to O SIP Trunk Profile Select the appropriate SIP trunk profile See Creating a SIP Trunk Profile on page 159 SIP Source Port For SIP UDP select the source port from 5060 or 10060 For TCP or TLS you cannot change ports Using a port other than 5060 will prevent SIP ALG firewall router from changing the SIP packets SIP Destination Port A SIP Trunk can have different source port and destination port Automatic NAT Traversal Leave this box unchecked 158 MAXCS ACC 6 5 Administration Manual Chapter 12 Trunk Configuration 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 t
454. o 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 Server For fewer than 200 users you may consolidate the Softswitch and HMCP into one server as shown below 142 MAXCS ACC 6 5 Administration Manual 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 IP Extension IV Enable IP Extension J Connect Voice Stream to Server Static IP Address Logon IP Address Mee tL I Home Media Server ID 00 y Enable 3rd Party Sip Device Enable Fallback to Mobile Extension Mobile Extension Channel 13 000 y 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 More IP Gateways MAXCS ACC 6 5 Administration Manual 143 Chapter 11 Board Configuration The Home Media Server ID should be changed to 01 for all IP extensions assuming HMCP
455. o an outgoing workgroup which is useful for call detail reporting 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 204 MAXCS ACC 6 5 Administration Manual Chapter 15 Extension Configuration To set an agent s outgoing workgroup In the Log Outbound Call to Workgroup field use the drop down list to choose a workgroup from among the workgroups the agent belongs to If the Allow agent to change check box is selected the agent can change the outgoing workgroup from the phone set by using feature code 53 or from MaxAgent 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 Extension Configuration 302 Agent xi p Agent Supervisor Extension Restriction Answering One Number Access
456. o assign a Mobile Extension to a different trunk group For systems with PSTN SIP or cell phone gateway as MobileExt trunks you can assign a MobileExt to use a specific trunk group to save toll charges Import and export an extension list from or to a CSV file Helps speed up the process of creating extensions and configuring extension settings after a system is configured 4 MAXCS ACC 6 5 Administration Manual Chapter 1 Overview Multi site VoIP Enterprise Management New Features Global extension rerouting over PSTN when WAN connection is down When a user dials a global extension number in the Enterprise VoIP domain and the WAN connection is down the call is automatically rerouted over PSTN to the destination Enterprise Manager will publish the main PSTN number of each site to all VoIP domain members for PSTN rerouting Redirect an AltiGen IP phone to an alternate server when its home server is down An IP phone can be assigned to two MAX Communication Servers in the same VoIP domain one is the home server and the other one is an alternate server When the home server is down the IP phones will register to the alternate server automatically Thus the IP phone can still work under the alternate backup server When the home server is recovered the administrator can switch IP phones back to the home server from Enterprise Manager The extension must be a global extension in a VoIP domain This feature supports only AltiGen I
457. o 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 Creating a SIP Trunk Profile Different SIP service providers may support different ways of sending a caller ID To provide callees with a more accurate caller ID you can create a SIP Trunk Profile for a particular service provider when necessary Otherwise a default profile is used Once you have created a profile you can select it in the SIP Trunk Configuration Edit box see Figure 5 To create a SIP Trunk Profile in the SIP Trunk Configuration dialog box shown in Figure 5 click the SIP Trunk Profile button on the right The SIP Trunk Profile dialog box opens SIP Trunk Profile Eg Profiles SIP Calling Number SIP Protocol Field not Sent default z Carrier can accept any number Carrier can only accept Calling Number with minimum E digits Carrier can only accept assigned numbers as Calling Number Calling Number can be accepted by Carrier From To E Lada Edit Del Use this as Calling Number if the Carrier cannot accept configured numbers J Send Caller Name Enable Standard Record Route Header Incoming DID Number field Del oud To Header C Request URI The fields in this dialog box are described in the following table Field Descriptio
458. obal 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 Redirecting AltiGen IP Phones When a Server Is Down Relocating a global extension described in the preceeding section is intended to serve employees who are physically relocating to another office for a time Administrators can also configure global AltiGen IP phones to register to another server in the VoIP domain when their primary server goes down for some reason All configured phones switch over at the same time When their primary server returns to service the administrator can switch the phones back to their primary server by clicking the Switch Back to Home Server button in the Servers gt Information tab For more complete information see Setting an Alternate Server for AltiGen IP Phones on page 341 Note When you redirect AltiGen IP phones voice mail is not moved Otherwise the extension configuration changes of the redirect feature are the same as they are with normal relocation Note Redirection does not work when an extension user is using IPTalk Before configuring individual IP phones to redirect from their primary server to an alternate server an
459. ocal Only 10 10 1 178 none Overlapping ATGN H323 Default NA 07 Local 504_ACC 10 101 208 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 ATGN H323 Default NA 10 Local Max1000 10 10 1157 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 10 149 none Overlapping ATGN H323 Default NA 15 Local SIP Server149 10 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 K gt Add f a Dans Add Edit Remove Publish as Global Launch Admin Figure 2 CroD IP Dialing Table tab in Enterprise Manager The left side of the window displays the VoIP domain name the server ID length and the name ID and statuses of the global servers in this VoIP domain To add an entry to the IP Dialing Table click the Add button below the table The following dialog box opens IP Dialing Table Entry xi Server ID Server Name Server IP Address Remote Ext Length Dialing Scheme Protocol Codec Hop Off Allowed SIP Source Port SIP Destination Port
460. of internal IP phones Paging analog trunk or station port allows paging through a Zone paging device connected to an analog trunk or station port Paging Audio Out Port allows paging though a speaker connected to an audio output port Personal Call Park and Pick Up users can park calls at one station to be picked up at another station Up to 50 calls may be parked at one station simultaneously Calls parked to a group are protected 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 out
461. of time in seconds that a call can be in queue before the call is logged in workgroup performance statistics as having exceeded the allowable service level limits You can set the value to any number between 1 1200 seconds Service level is a service quality index which calculates the percentage of calls serviced within a defined threshold for the defined period of time 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 MaxAgent and MaxSupervisor applications The Service Level Calculations Options button opens the following dialog box Method Options C TSL Total Call Service Level C ASL Answered Call Service Level Customize r Customize Options I Answered Call within Service Level T Abandoned Call within Service Level P Overtlowed Redirected Call within Service Level Total Answered Call I Total Abandoned Call Total Overflowed 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
462. og 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 ACC 6 5 Administration Manual 171 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 172 MAXCS ACC 6 5 Administration Manual Incoming Call Routing Chapter 12 Trunk Configuration 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 Trunk Configuration Card 2 Channel 65 Location Type Access Code Ph H323 Tie 8 H323 Tie H323 Tie H323 Tie H323 Tie H323 Tie H323 Tie SIP Tie SIP Tie SIP Tie SIP Tie SIP Tie su su fs co co co co co co 00 co GO CO 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 Trunk 6 SIP Trunk 6 SIP Trunk N CO cD 20 00 00 co CO CO CO cD 00 CO 00 00 General In Call Routing Out Call Blocking Todd ToLine Park C To Extension Todd C To Line Park r Non Workdays Todd To Line Park Route to Operator m Workdays Outside Business Hours C Route to Operator ToExtension 100 z C Route to Operator Regular Trunk Calls
463. ogging 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 Add External Log Service g Name Address Port 10027 Password Default Cancel x 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 IP address of the external log service machine Port The TCP port of the machine Password The password
464. ok Voice Access Manually specify PIN m Require user to reset PIN at first telephone logon Figure 14 The policy associated with the dialing plan we just created is LeslieXiaSS Default Policy 388 MAXCS ACC 6 5 Administration Manual Chapter 28 Microsoft Exchange Integration 3 Enter the user s MAXCS extension number in the Manually entered mailbox extension field make sure the extension number is the same in MaxAdmin and the Exchange User Mailbox 4 Select PIN setting s and click Next If you select Automatically Generate the Exchange Server will send the user an e mail with the PIN 5 Click Enable 6 Repeat steps 1 5 for each user you want to enable Configuring for Out Calling from UM This section shows how to enable extensions integrated with Exchange 2007 in Native or Bridged mode to e Call a personal contact or a contact from the database e Return a call from Exchange 2007 voice mail Note Unlike with AltiGen s Zoomerang feature a user calling out from voice mail cannot go back to the Exchange voice mailbox after returning the call Configure the following in Microsoft Exchange 2007 1 Check Allow outgoing calls through this UM IP gateway Exchange Management Console ES Action view Help Microsoft Exchange i BE Unified Messaging 3 objects less Organization Configuration P a o Mailbox UM Dial Plans UM IP Gateways UM Mailbox Policies UM Auto Attendants
465. om 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 243 Configuring the Virtual MobileExtSP Board A simulated physical board MobileExtSP board is created in the Softswitch server when you install the MAXCS system This single MobileExtSP board handles all mobile extensions including those located in other gateways in a multi gateway system Configuring the virtual MobileExtSP board is discussed on page 243 in the chapter Mobile Extension Configuration MAXCS ACC 6 5 Administration Manual 147 Chapter 11 Board Configuration 148 MAXCS ACC 6 5 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 156 SIP tie trunk page 156 SIP trunk for ITSP page 157 e Triton T1 PRI trunk page 161 e Triton analog trunk page 164 This chapter also discu
466. omatically creates a user account as a service account see Figure 1 and you have a chance to change the default password Record this password for future troubleshooting 378 MAXCS ACC 6 5 Administration Manual Chapter 28 Microsoft Exchange Integration MAX Communication Server ACM 6 0 Update InstallShield Wizard xi Input the password for user ALTIGEN COMMUNICATIONS Setup will create a user account MEEME en_LESLIEXIA With Administrator rights for MAXCS services To avoid unauths 50 E system has generated a random password for the account Ths Sola can be replaced with a new one which cannot be longer than 14 characters Password Jaltigerl InstallShield El lt Back Cancel Figure 1 In this example the MAXCS installation program created a user account AltiGen_LESLIEXIA in the domain VMDOMAIN We changed the password to altigen After installation add this user account to the Domain Admin group via Active Directory Users and Computers see Figure 2 If MAXCS was already installed on the system do the following a Create a new domain user account and add it to the Domain Admin group via Active Directory Users and Computers b Move the MAXCS server to the Domain c Use the AltiPassword change utility C AltiServ Exe AltiPwdChange exe to change all AltiGen service accounts to run as this new user account Note In the future if you need to debug you must log in to th
467. ommended because it requires you to know what all the services are and is time consuming MAXCS ACC 6 5 Administration Manual 41 Chapter 3 Getting Around MaxAdministrator Programs Available from the Windows Start Menu Several MAXCS programs are available from the Windows Start menu ln Programs gt an AltiGen Java Services Loader ET Ethereal an Games gt G max Communication Server ACC gt m Gateway Tools gt 2 MaxCommunicator gt ll ACC Backup and Restore lan Startup gt Enterprise Manager Fa MAXCS Admin amp Extension Security Checker IF Wireshark MaxAdministrator 6 5 44 Read Config Microsoft Word El MAXCS ACC Readme Start amp Stop All AltiGen Services mm Microsoft Visual C 2008 Express Edition gt E Trace Collector IF cPuID 4 Voice File Converter Available under MAX Communication Server ACC MaxAdministrator 6 5 Lets you configure and administer your MAXCS system Enterprise Manager Manages multiple systems and is where you set up the IP dialing table and IP codec profiles See Enterprise VoIP Network Management on page 317 Available also from MaxAdmin MAX Communication Server ACC Readme Readme file for MAXCS ACC Available under Gateway Tools AltiGen Board Test A hardware test tool used to debug system hang and other hardware problems See AltiGen Board Test on page 407 CT Bus Test Tool Analyzes TDM bus connection among telepho
468. on Parameter Description Network e TOS Hex Type of Service 8 bits in the IP header are Setting reserved for the service type They can be divided into 5 subfields The 3 precedence bits have a value from O to 7 and are used to indicate the importance of a datagram Default is O higher is better Bits 3 4 5 represent the following D requests low delay T requests high throughput R requests high reliability Enable VLAN If your network administrator has configured VLAN check this check box to enable VLAN for the selected phone Then enter the VLAN ID for the line port voice service and the VLAN ID for the PC port data service Get these IDs from your network administrator See Virtual LANs on page 319 for information on VLANs 238 MAXCS ACC 6 5 Administration Manual Chapter 17 AltiGen IP Phone Configuration After setting parameters on the General tab go to the tab that corresponds to the phone type and configure the programmable keys plus the Display Workgroup Status field on the Alti IP 600 and IP 705 Programmable key settings are described in the next table IP Phone Configuration Number Status Type 301 INACTIVE 302 INACTIVE IP Phone Configuration Figure 2 IP Phone Configuration window IP 705 tab and IP 710 tab MAXCS ACC 6 5 Administration Manual 239 Chapter 17 AltiGen IP Phone Configuration Parameter
469. on Service providers site network location or FTP site lt Back Next gt Cancel Figure 5 Add Network Place Wizard Click Choose another network location and click Next The following screen is displayed Add Network Place Wizard x What is the address of this network place l eal Type he address of the Web site FTP site or network location that this shoricut will open Internet of network gddross ServecName sharetolded cme Figure 6 Add Network Place Wizard Internet Network Address Type the address of the Web site FTP site or network location in the field for example ServerName sharefolder or use the Browse button to locate the destination path Click View some examples for correct formatting Then click Next The following screen is displayed MAXCS ACC 6 5 Administration Manual 111 Chapter 9 Call Recording Configuration Add Network Place Wizard x What do you want to name this place E Create a name for this shortcut that will help you easily identify this network place WBarbara desktopWWorkiMisc Work Type a name for this network place Recording Storage Figure 7 Add Network Place Wizard Shortcut Name 6 Type in a name for the network place and click Next A confirmation screen appears Add Network Place Wizard xl Completing the Add Network Place Wizard You have successfully created this network place fi A shortcut for th
470. on 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 Eg Statistic Last Reset 06 08 2006 15 43 25 Intenet 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 VoIP 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 372 MAXCS ACC 6 5 Administration Manual Chapter 27 System Report Management Parameter Description Packets Lost Number of voice packets that have been lost due to prolonged delays network congestion or routing failure Average Jitter Average length of delay per voice packet in milliseconds This figure should stay under 100 milliseconds A higher figure indicates a longer average delay This number can be u
471. on 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 8 7 Phone FAQs Expand Tree 9 No 140 0 Operator To Operator 3 Repeat Menu Repeat Level 2 Main Menu GoTo Top Level 0 Operator To Operator Planning is essential in Auto Attendant ID 720 Phrase 30 organizing an AA menu structure Sales that makes sense Planning also helps you to identify needs for Digit Meaning Action custom prompts 1 Hardware Call Extension This si l E Workgroup 310 II uSng 2 Applications Call Extension sample work forms for each Rain Workgroup 320 menu shows a beginning 3 oa ETT structure a main menu and two EOE OE TETTO P LERT Status Collect Order 4 of the four expansions 4 Other Call Extension When callers 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 S SC MAA wn Repeat Menu Repeat Level Main Menu GoTo Top Level Adding Auto Attendants The first 16 AAs are provided with the menus bla
472. 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 182 MAXCS ACC 6 5 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 x Route Definition Dialing Pattern Default Routes r Digit Manipulation Index Route Name X Add Delete Route Index P A Route Name bOO Figure 1 Out Call Routing Configuration Route Definition tab Parameter Description Route Index For identification purposes only Route Name Description of the route maximum 40 characters Digit Manipulation You can insert or delete digits from the dialed number 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
473. on 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 154 MAXCS ACC 6 5 Administration Manual Chapter 12 Trunk Configuration Holiday Profile A holiday profile can be assigned to a trunk The drop down list selection is based on settings configured in the Holiday tab of System Configuration see Routing Calls on Holidays on page 53 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 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 extens
474. 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 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 205 To configure Speed Dialing select System gt System Configuration and then click the System Speed tab MAXCS ACC 6 5 Administration Manual 55 Chapter 4 System Configuration System Configuration xi Account Code Call Reports Country Relevant Audio Peripheral Activity Feature Profiles General NumberPlan Business Hours Holiday System Speed Call Restriction Name Number AltiGen Comm
475. 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 E Se Local Disk C El E Postoffice E E phrases 5 Langi 5 Lang_EN_UK_London 5 Lang_ES_Mx 5 Lang_ZH_CN_Shanghai 5 LangCustom E LangCustom_EN_UK_London 5 LangCustom_ES_Mx LangCustom_ZH_CN_Shanghai 5 Music Figure 1 Storage structure for multilingual phrases The directories Lang1 and LangCustom contain the phrases of the system default language Phrases for language X should be saved in a pair of directories Lang_X and
476. one trap is sent for each T1 E1 PRI interface in this Gateway This trap is sent when SIP trunk destination state transitioning from reachable to unreachable is detected Every T1 E1 PRI span and SIP trunk channel is assigned a unique ifIndex value as a port identifier LinkUp generic trap When a T1 E1 PRI span state transitioning from down to up is detected Softswitch up specific trap When AltiServ exe starts to respond to the keep alive packets sent by the SNMP Agent AltiServ should respond to the keep alive packets after its initialization is completed Softswitch down specific trap When AltiServ exe stops responding to the keep alive packets sent by the SNMP Agent Gateway Media Server connection up specific trap When a gateway or HMCP Media Server connection state transitioning from down to up is detected Gateway Media Server connection down specific trap When a gateway or HMCP Media Server connection state transitioning from up to down is detected Enterprise Manager Master up specific trap When MAXCS is in Enterprise Manager slave role and Enterprise Manager master state transitioning from down to up is detected Enterprise Manager Master down specific trap When MAXCS is in Enterprise Manager slave role and Enterprise Manager master state transitioning from up to down is detected Enterprise Manager Slave up specific trap When MAXCS is in Enterprise Manager master role and detects Enterprise Manager s
477. onfiguration 377 debugging 379 requirements 377 troubleshooting tips 396 synchronization testing for 396 Exchange integration options set ting 83 Exchange Server 377 Exchange server synchronizing voice mail with 207 Extended Superframe Format ESF 128 extension activity 67 assigning groups to 202 calling options 214 changing location amp type 199 changing the scope 346 configuration 193 dialed digit translator 48 DID number 196 255 280 e mail name 285 email name 208 258 general settings 193 incoming call handling 215 information only mailbox 207 length 47 mail forwarding 208 mail management 206 MeetMe Conference 298 message notification 210 260 monitor list 222 monitoring 222 outgoing call restrictions 214 physical extension 194 relocating in domain 348 relocating in domain using 27 350 security checker 412 send notification 212 261 288 setting phone display options 202 setting SMTP POP3 208 setting Triton analog line proper ties 200 speed dial 205 three types of 194 types defined 194 virtual 194 extension based recording 108 extension dialed digit translator 50 Extension Security Checker 412 Extension view window 36 external logging 62 F failover when network is down 344 FastStart Enabled option 139 feature code programmable key 240 files backup 410 firewall 445 453 configuration 311 firewall NAT router configuring port forwarding 331 first digit 46 first digit translator 48 flash ke
478. ons 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 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 438 MAXCS ACC 6 5 Administration Manual Protocol Configuration 00 gt System Data 21 gt B Channel Figure 5 Data Link layer What you should select in the B Channel Maintenance Message drop down list depends on what country you reside in see Table 2 on page 440 MAXCS ACC 6 5 Administration Manual 439 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
479. ont D m Personal Information 107 Virtual Jennife First Name Last Name 109 Virtualf amp SDK su 110 Physical Sales 00 Password DID Number 112 Virtual Trainin Se E n y y 114 WirtuallGl Jimmin Description Transmitted CID 3 tual E911 CID Virtual Satista 3 Virtual Workgr Feature Profle 0 System zi J Enable Dial By Name Y Enable Intercom Agent Virtual i m ForcedAccount Code _ p Personal Call Recording Options 154 Virtual Tamika I Enable Forced Account Code Diae o 155 Virtual 3T Demo AS 157 Vitual Gilbert anida dilo 158 Virtual Accou Account E ation 159 Virtual Chun Y For Lona Dist Call Only F Insert recording tone 161 Virtual Philip Ed 163 Virtual Bob Do E Type r IP Extension 164 Virtual BobD 2 a 5 p v je Connect Voice Stream to Server i Vitus Bobbi Physical Extension Vv al Extension M 171 Virtual MSCR TEREA Dynamic IP Address Static IP Address 172 Virtual TS test ld 0 0 D 0 180 Virtual Jerry aaa IP Extension Logon SOEs 181 Virtual Roland 194 Virtual Mike s Location A Cohen ict eres 196 Virtual Moniqu B hable to Mobile Extension 197 Vitual Bilis IP Keres Ieee E Moble Extension Channel 201 Virtual Leo Liu Logical Channel ID a Virtual Gl Moniqu ea r Phone Display Vibe et Tanabe Prev Next ofl Number Line Caler Number Line Properties Name Line IP Phone Caler Name z OK Cancel Apply
480. options for the workgroup 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 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 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 jsmithOthecompany com MAXCS ACC 6 5 Administration Manual 285 Chapter 22 Workgroup Configuration 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 Message Selected the user hears the name of the message Sender Before Playback sender internal sender only befo
481. or 8 digit DID set to 11111113 6 430 MAXCS ACC 6 5 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 ACC 6 5 Administration Manual 431 Country Signaling Values MFC R2 For 3 digit DID For 4 digit DID For 5 digit DID For 6 digit DID For 7 digit DID For 8 digit DID For 3 digit DID For 4 digit DID For 5 digit DID For 6 digit DID For 7 digit DID For 8 digit DID 432 MAXCS ACC 6 5 Administration Manual Panama Nacional Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits set to 113 6 set to 1113 6 set to 11113
482. orts support Refer to MultiTech Gateway Application Note in the AltiGen knowledge base available from 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 e The non workgroup call recording option is checked for this extension e This IP extension is a workgroup agent and the workgroup recording is checked e You allow a workgroup supervisor to barge in listen to coach or record this agent s conversation MAXCS ACC 6 5 Administration Manual 229 Chapter 16 Setting Up IP Extensions Home Media Server ID 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 If the Softswitch and HMCP Media Server are in the same server the default ID OO will be the Home Media Server ID No change is required If the HMCP Media Server and Softswitch server are separated you need to assign IP extensions to the HMCP Media Se
483. osh clients or POSIX compliant Berto Rodriguez OS Big al Big Tires Big Weed Figure 2 Add the user created by the MAXCS install program or created by you in step 4 to the Domain Admin group in Active Directory Users and Computers 380 MAXCS ACC 6 5 Administration Manual Chapter 28 Microsoft Exchange Integration Exchange Integration Configuration Steps After installation perform the following steps 1 Add Exchange Integration licenses to MAXCS see Figure 3 License Information xi r Installed License MA E EEE Sa HMCP Station Conference 15 HMCP MeetMe Conference 15 HMCP Agent Supervision Session TAPI Seat AltiContact Manager Enabled Altweb Enabled AltiAppgen Enabled SuperQ Enabled WebContact Enabled xl m License Key List 1100200001 BAF2 321 gt Station 256 6040200001 4537E5B 70B gt Altiweb 64 0000001 BF234DD4D9 gt Enterprise 64G0000001 BF2E510B20 gt Altid4ppGen 64M0000001 BF3645D541 gt AltiContact Manager 64M0500001 BF3645D541 gt AltiContact Manager 6CR0000001 COC5F30D26 gt Call Router Advanced 6CV0000001 COECB33706 gt Central View 6ML0000001 9F3B391C49 gt Multi Lingual 6RDO000001 38C01E72426 gt Redundancy 6RPO000001 38D0733D06 gt AltiR eport 6 Q0000001 C73438DB21 gt Super xl Registration Figure 3 Adding Exchange Integration licenses in MAXCS 2 Inthe Exchange Management Console create a mailbox for the service account that wa
484. ouncement 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 Check this check box if the selected extension is to be integrated with Microsoft Exchange MAXCS ACC 6 5 Administration Manual 207 Chapter 15 Extension Configuration SMTP POP3 Setting Email Name the user s e mail name without the domain The default e mail name is ext extension number that is the letters ext followed by the extension number For example the default e mail name for extension 2497 would be ext2497 Retrieve Voice Mail by Email Client selected this sends voice mail to the user s e mail as an attachment Mail Forwarding Options 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 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
485. ouncements can also be configured Multiple Workgroup Membership allows each extension to belong to multiple groups The system can be configured with a maximum of 64 groups workgroup hunt groups paging groups 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 MaxAgent or AltiConsole MaxSupervisor 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 10 MAXCS ACC 6 5 Administration Manual Chapter 1 Overview e Workgr
486. oup or to select many workgroups to which to apply the changes Clicking the Apply to button pops up a list of all workgroups to which the change can apply All workgroups are selected by default You then de select the ones you don t want or de select all and then select the ones you want 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 4 Click the Add button under the Group List The Add New Group dialog box opens Add New Group Lx r Input number I Global group Please enter a valid 3 digit long number Cancel Type in a group number for the workgroup Check the Global group check box if you want the group to be visible to other gateways Click OK Establishing Basic Workgroup Attributes After you create a workgroup you can set basic attributes on the Workgroup Configuration General tab First Name and Last Name each with a maximum of 32 characters e 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 s
487. oup 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 up 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 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
488. our gateways as UM IP Gateways 7 Associate your dial plan to the Exchange Server UM To do this in the Exchange Management Console go to Server Configuration gt Unified Messaging select the server and click Properties QQ 0 0 386 MAXCS ACC 6 5 Administration Manual Chapter 28 Microsoft Exchange Integration exchange Management Console ol x File Action view Help gt amem Client Access hs Hub Transport 1 Unified Messaging E 2 Recipient Configuration A Mailbox 2 Distribution Group 4 Mail Contact 83 Disconnected Mailbox A Toolbox ES Microsoft Exchange CAMAS 1 object SREDI A mabor Configuration P create rE ei Client Access Role e Hub Transport E gt 5 df Unified Messaging ary EXCH2007SERVER Hub Transport Client Access Mailbox Unified Messaging S Server Configuration General UM Settings Associated Dial Plans gP Add 7 upp LesliexiaSS m Leshersial es 19 QA_4digit 139 SipDialPlan py wwPC Miscellaneous Configuration Prompt languages English United States IV Maximum concurrent calls IV Maximum concurrent fax calls oK Cancel Apply Help Jy Actions 1 Properties E Y Unified Messaging View Refresh Help EXCH2007SERVER Ga Manage Mailbox Role 2 Manage Client Access Role Es Manage Hub Transport 38 Disable after completing 8 Disable immediatel elp
489. ows XP Professional with SP3 Windows Vista Business Edition 256 MB RAM if run in client machine 512 MB RAM if run within the same server Installation program will install JAVA VM 1 5 automatically 20 GB available hard drive disk space For MAXCS 6 5 Client Applications Windows XP Professional Windows Vista Business Edition 32 bit and 64 bit Windows 2008 32 bit and 64 bit The following third party integration software is supported by the MaxCommunicator and MaxAgent clients e Outlook 2003 and 2007 Goldmine 6 5 6 7 7 0 e ACT 2006 2007 2008 and 2009 Minimum system requirements for MAXCS client applications e IBM PC AT compatible system e Microsoft NET 2 0 framework or higher is required e 1 GHz CPU minimum 2 GHz or more recommended e 1 GB available hard drive disks space e 512 GB RAM e SVGA monitor 1024 x 768 with 256 color display or better e Keyboard and mouse For Online Help Internet Explorer 6 0 or higher browser 22 MAXCS ACC 6 5 Administration Manual Chapter 2 System Requirements and Installation CPU Memory and HDD Requirements 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
490. oximately 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 A tiGen 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 396 MAXCS ACC 6 5 Administration Manual Chapter 28 Microsoft Exchange Integration 3 Click Show Profiles In MAXCS 6 5 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 AltiExchMAILSERVERAItiGen_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 these files exist delete them then stop and start the Exchange Integration Service To delete the profile for the service account If an error oc
491. pears MAXCS ACC 6 5 Administration Manual 353 Chapter 25 Enterprise VoIP Network Management X Enable E 164 Number Pattern z TAR N Calling From _ All servers v z oY Transit Through ENTERPRISE v gaara OK i 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 Calling From Select the server from which the call originates or select All Servers Transit Through 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 serve
492. pes 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 Extension user does not check the urgent message The system will start notification as soon as it enters non business hours Note Message notification can also be set in MaxCommunicator MaxAgent and the settings are reflected in MaxAdmin 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 211 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 a
493. r 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 354 MAXCS ACC 6 5 Administration Manual CHAPTER 26 Redundancy Configuration MAX Communication Server 6 5 provides for system redundancy a Redundancy license is required Two Softswitch servers primary and secondary must be set up and connected through a Dataprobe A B switch box KAB The two servers maintain a keep alive connection between them directly AltiServ to AltiServ When the active server goes down the standby server takes over control The change is transparent to direct connected calls See How Calls Are Affected When Switchover Occurs on page 357 The primary and secondary servers must be located in the same LAN and they must share the same public IP addresses so that external services and applications can connect no matter which server is handling the traffic The minimum configuration for system redundancy consists of the primary Softswitch the secondary Softswitch gateways Voice Mail server External Logger and CDR database systems See Figure 1 Redundancy topology MAXCS ACC 6 5 Administration Manual 355 Chapter 26 Redundancy Configuration KAB Control IP Address Redundancy IP Address Sharad Ip Addrese Redundancy IP Address IP Gateway Access shared IP address of Softswitch AAA ATT SAA C
494. r 1 Overview Hop Off Calls over VoIP 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 provides 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 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 opt
495. r Key oK Cancel 5 Input the address and member key and click OK Setting an Alternate Server for AltiGen IP Phones In a VoIP domain you can set an alternate server to which global AltiGen IP phones will be registered when their own server primary server experiences a problem that interrupts phone service The IP phones will register to the alternate server This applies to a workgroup as well Switchover must be enabled for the individual IP phones groups in Enterprise Manager User button gt Resolve tab But before you can do this you must set an alternate server Note Because of its role in the domain the domain master cannot use this feature Note This feature does not apply to extensions using IPTalk Note Make sure the alternate server has enough licenses such as agent licenses station licenses and so on To set an alternate server 1 Click the Servers button and then the Information tab 2 In the AltiGen IP Phone Redirect panel at the bottom of the tab check Enable Switchover to Alternate Server MAXCS ACC 6 5 Administration Manual 341 Chapter 25 Enterprise VoIP Network Management y Alternate Server MAX1000 R AW6 Current Active Server 3 Select an alternate server from the drop down list 4 Click Apply After you click Apply the current active server name will appear in the Current Active Server box This name is not editable With
496. rN ALTIGEN COMMUNICATIONS MAX Communication Server Administration Manual ACC 6 5 7 2009 4413 0001 6 5 WARNING Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems This is a criminal offense Currently we do not know of any telecommunications system that is immune to this type of criminal activity AltiGen Communications Inc will not accept liability for any damages including long distance charges which result from unauthorized and or unlawful use Although AltiGen Communications Inc 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 MaxAgent MaxSupervisor MaxOutlook MaxInSight MaxCall Enterprise Manager AltiServ AltiLink AltiConsole VRPlayer Zoomerang IPTalk Alti Mobile Extension InTouch Dialer AltiReport and SuperQ are trademarks or
497. ration If AltiServ detects the Calling Number is not accepted by the Carrier it will always send the number you enter in the text box at the lower right side of the dialog box as the Calling Number Enter an appropriate Calling Number in this box Installing a Channel Service Unit CSU This section discusses installing a CSU to the Triton T1 or T1 E1 Board The channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX 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 Ti Line y Network 5 co Termination Net l em Box ptej l 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 INPUT 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 Ti CAS T
498. ration To set the number plan select System gt System Configuration then click the Number Plan tab Account Code Call Reports Country Relevant Audio Peripheral Activity Feature Profiles General Number Plan Business Hours Holiday SystemSpeed CallRestriction r Extension Number Length a Default Password 24557 m DID Number Length ja Enable Setup Dialed Digit Translator First Digit Assignment 1 Extension ha 4 Extension y fir Trunk Access y E Invalid y 2 Extension y 3 Extension y 5 Extension y 6 Extension y 8 Trunk Access y 3 Route Access y 0 Operator v Feature Access 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 Parameter Description Extension Number Length The number of digits for your extension numbering system Valid entries are from 3 6 For example extension 2001 and 4020 are 4 digit extension numbers Note Once the first extension is configured the extension number length cannot be changed without totally reconfiguring the system or deleting all the extensions already confi
499. ration mode you want to use and enter the name not the IP address of Exchange server see Figure 5 Yoice Mail Configuration xi Messaging Voice Mail Distribution List m Message Notification Maximum Retry Count 0 Retry Interval in Minutes f5 z m Message Management Options IV Confirm Message Deletion IV Wam Expiration of Saved Messages rm Recording Options Minimum Recording Length 2 sec s IV Pause Detect Length 5 100ms r Exchange Integration Select the Exchange Integration mode you are going to use C Disabled Exchange 2003 2007 Client Access Server exch2007server Exchange 2007 Unified Messaging Server Bridged Access to Exchange 2007 Enable Synchronization Native VM Integration with Exchange 2007 jexch20U server Enter the NAME not SMTP POP3 Options the IP address of the Exchange Server IV Enable SMTP POPS Service Mail Domain Name VMDOMAIN com PostMaster Ext 1001 lext1 001 VMDOMAIN com Cancel Apply Help Figure 5 Choosing the Synchronize Exchange Integration mode in MAXCS 4 Configure the names of each extension user such that the first and last names are the same as the user s matching mailbox on the Exchange Server Note The Middle Initial field should be empty for Exchange Server mail accounts in order for Exchange integration to work properly 5 MAXCS matches the mailbox on the Exchange Server via
500. ration on the System menu see page 107 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 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 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 IPTalk Enabled Concurrent Session 10 Yo u can 210 lanMcbride Mobile Enabled Concurrent Session 10 281 Ben Kaufman Enabled Concurrent Session 10 ch a nge these values Note Agent Recording License can be assigned from Extension General page Cancel For each agent you c
501. rations to the primary system such as extensions trunks VoIP dialing tables and so on 4 Select System gt Redundancy to open the Redundancy dialog box Redundancy xi Status Apply System Role Primary Secondary Primary Redundancy Address 10 10 0 23 Secondary Redundancy Address 10 0 0 25 AB Switch Address 10 10 0 30 Redundancy Key E Shared Softswitch IP Address 1010 08 F Automatically assume control when active system is not available Figure 2 Redundancy dialog box Select Primary as the system role Check the Enable Redundancy check b 20 0 5 w for primary and secondary systems e Enter the shared Softswitch IP address 5 Click OK or Apply when finished At the Secondary Server OK Cancel did Ox Enter IP addresses for the primary and secondary servers and the AB Switch Enter a redundancy key your password for redundancy it needs to be the same 1 Power on the secondary system 2 Install the Redundancy license MAXCS ACC 6 5 Administration Manual 359 Chapter 26 Redundancy Configuration 3 Configure boards and reboot if necessary The configuration of virtual boards H323SP SIPSP and HMCP must be identical to the primary system This configuration must be done manually Don t change any other configurations 5 Select System gt Redundancy to open the Redundancy dialog box see Figure 2 a Select Secondary as the system role b Check the Ena
502. re 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 45 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 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 Retention Length of Number of days saved messages are archived by the Saved system The range is 1 90 days with a default of 60 286 MAXCS ACC 6 5 Administration Manual Chapter 22 Workgroup Configuration Pre
503. rent from the main number of the MAXCS site If nothing is entered in this field the main number of the MAXCS site is used If you enter a number use the E 164 format Global Extension Re routing x Re route outgoing calls when SIP tie trunks are unavailable PSTN Number for Re routed Incaming Calls When failover is needed MAXCS dials the destination site number with the proper call prefix and area code or country code On the call destination site the call comes into the AA The AA receives the extension number the call is directed to and rings the extension The Scope of an Extension in the VoIP domain When an extension is added to a system in MaxAdmin 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 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 344 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management General Resolve Extension Scope ServerN 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 e E X
504. ress Password The IP address of the selected gateway The password assigned to the selected gateway Each gateway has its own password Country The country where the gateway resides 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 On an AltiGen certified server you can run the Softswitch 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 CT Bus Mode The CT bus is the telephony switching bus that connects all telephony boards inside each gateway It can be set as Mu Law or A Law The default is Mu Law for North America For European countries and regions that are using E1 digital trunk this setting needs to be changed to A
505. ress 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 titl The password of the gateway identified in the e bar editable field Status Address Current Softswitch IP The status of the gateway active disconnected initializing resetting failed The IP address of the machine running MAXCS Product Version The software version of the gateway service Backup and Restore Utility To back up or restore data select either From MaxAdmin Services gt Utilities gt System Data Management or e From the Windows Start menu All Programs gt MAX Communication Server ACC ACM gt Utilities gt ACC ACM Backup and Restore FT AltiWare System Data Management pees r Status C altiserv db backup02 E xt333 C altiserv db backupO2 E xt44 C altiserv db backup02 Itgconfig C altisery db backup02 Monitor1 00 C altiserv db backup02 Monitor1 01 C altisery db backup02 Monitor1 02 C altiserv db backup02 Monitorl 49 C altisery db backup02 Monitor1 88 C altisery db backup02 0CRLst gt c C altisery db backup02 0CRTrkLst0001 C altiservdb backup02 0CRT rkLst0003 C altiserv db backup02 ona ext1 00 C altiserv db backup02 ona ext1 01 C altisery db backup02 ona ext1 03 C altisery db ba
506. ress 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 331 Private Network Configuration Example 312 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 a Remote IP phone directly on Internet E ES i EE 192 168 1 100 192 168 1 101 i ES IP Phone 1 IP Phone 2 1 192 168 1 2 i 202 101 54 61 MAXCS k IP Phone 4 a Internet 169 254 56 169 192 168 1 3 192 168 1 1 Desktop Computer Router 1 Firewall NAT 63 224 32 34 192 168 2 1 _MAXCS behind NAT _ peee Figure 1 MAXCS behind NAT 192 168 2 100 IP Phone 3 MAXCS ACC 6 5 Administration Manual Chapter 24 Network Configuration Guidelines for VoIP Figure 1 shows a private network 192 168 1 0 where MAXCS is installed and running on a host with a private
507. retries 82 messaging 81 Microsoft Exchange Server integra tion 377 Microsoft SQL 62 mobile extension limitations 251 overview 243 press any key to answer call 250 voice mail 250 mobile trunk shared or dedicated 249 Monitor Available list 223 monitor list 222 monitoring extensions set up 222 monitoring VoIP channel usage 39 multilingual prompts 99 overview 99 multilingual system auto attendant 102 configuring 101 configuring 12 for extension 104 configuring DNIS routing 105 configuring extension 103 multilink router supports 310 multiple call waiting 218 multiple data message format MD MF 200 multiple language system language used 106 music files converting 418 music on hold configuration 65 music on hold custom file 66 MVIP cable test tool 408 N A programmable key 240 NAT 311 AltiServ behind configuring 331 server behind 328 NAT support 331 network defining 329 IP defining address range 330 quality of service 307 Network Address Translation NAT 311 network management 317 network ports used by MAXCS 445 network local defining 329 network specific facilities setting 135 no answer handling 218 264 291 notification message 210 260 schedule 213 262 workgroup messages 287 notification type and timing 212 261 288 numbering plan 46 ISDN configuring 134 O ONA call screening 221 configuring 219 enabling 219 ONA ring duration 221 one number access configuring 219 enabling 219 one way
508. rkgroup 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 108 MAXCS ACC 6 5 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 Important note for Windows 2003 Server users using a remote shared directory Refer to the steps described in Using a Remote Shared Directory on page 109 4 If you are using multiple gateways and you are not using network attached storage check Gateways Use FTP Protocol 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 cl
509. rs Profile routes incoming calls based on Business Hours Profiles configured in System Configuration see Setting Business Hours on page 52 During Business Hours Outside Business Hours and Non Working Day are defined and selected by Business Hours profile 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 99 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 ACC 6 5 Administration Manual 177 Chapter 13 In Call Routing Configuration In Call Routing Configuartion xi DNIS Routing Caller ID Routing 908 Ashley 344 Rita r Workdays During Business Hours 959 Scott 932 Mic Route Incoming Calls to Extension 225 y 954 Swe a 964 Allison Route Incoming Calls to AA z 307 Jen Route Incoming Calls to Operator 951 MD 922 Caro 938 CR 952 FeiH r Workdays Outside Business Hours 978 Sus a 5 91
510. rt 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 ACC 6 5 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 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 300 MAXCS ACC 6 5 Administration Manual Chapter 23 Managing and Using MeetMe Conference Creating a Meeting To create a meeting click one of the Create buttons The Create Meeting dialog box opens ma x ID Scheduler Barbara Tyler Schedule Time 02 10 2009 15 02 56 Subject Reserve Seats 32 Host Cary The options in the middle panel change depending on the frequency you select Frequency One Time Only ww Duration 30 minutes Now OnDate Date
511. rt 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 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 ID e Product serial number MAXCS ACC 6 5 Administration Manual 449 MAXCS version number 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
512. runk View window right click the channel and select Channel Properties Analog Trunk Triton12TGSLS 00GW00 Span 0 Channel 0 x m General Settings Interface Caller ID receiving Impedance e00 ohm y Centrex Flash Duration ms Incoming Ring Single Ring y 1 Out Of Service With Trunk Seizure Disable Impedance Match Match Impedance Match Result E When System Start Up M Trunk Seizure Confirmation r Disconnect Supervision IV Enable Dialtone Detection Outgoing Loop Break Durationims I Enable Answer Debounce Incoming I Tone Disconnect m Receive Transmit Gain dB Trunk to Trunk Gain dB 0 Receive from CQ o 1 o Transmit to CO m Diagnosis Last Diagnosis Time 2006 06 27 19 16 00 Noise Level Echo Retum Hybrid Echo dBm 6310 Loss dB naan Loss Ax Level at 600 ohmfdB m NA Test Ax Level 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 apply changes to other trunks of the same type Parameter Description Interface Type channel 164 MAXCS ACC 6 5 Administration Manual Select the type of trunk that will interface with this trunk Loop Start Trunk Ground Start Trunk Chapter 12 Trunk Configuration Parameter Description Incoming Ring Single Default se
513. runk med by CO switcl 21 5 cas ned by CO switch Figure 2 Data Link Layer 4 Select E1 CAS as the Span Type and select the Switch Mode according to your country in the E1 R2 Setting field and click OK 5 Inthe Trunk Configuration window click the Trunk Properties button to open the E1 Channel Configuration window 426 MAXCS ACC 6 5 Administration Manual E1 Channel Configuration TritonE1 1 GWoo gt Channel 13 m T14E1 robbed bit Signaling Protocol Ae Y Dialing Delay 250 ms gt How to collect Caller ID and DID Set calling party category to 3 Add extra digits before caller ID DID DNIS y lp Calles 1D y None 7 None z Or None zj None None None y one call signaling 11111116 K 31 Cancel Apply to U Figure 3 Signaling Layer 6 Inthe El Channel Configuration dialog box configure the following fields The circled fields in Figure 3 represent values that depend on your country and its Set Calling Party Category to the Calling Party Category indicates the type of calling party for example operator pay phone priority ordinary subscriber Select 1 2 or 3 for ordinary subscribers refer to Table 1 on page 428 If the subscribed line is intended for other purposes contact your CO for the proper value Add extra digits before caller ID consult your CO to find out if any extra digits are needed Incoming sequences
514. rver ID If you have two or more HMCP Media Servers you need to assign each IP extension to one of them based on resource usage Enable 3rd Party SIP 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 VoIP Codec for IP Extension The system has a pre configured IP range and codec settings to assist IP phone deployment In Enterprise Manager click the Codec button In the Codec drop down list six codec profiles are pre configured e G 711 Mu Law e Prefer G 723 1 support G 729 e Prefer G 729 support G 723 1 e G 711 A Law e Prefer G 711 Mu Law support G
515. rver dialog box appears i Select Server x Enter or select the name of the AltiServ system to connect to 10 10 10 10 v cuca _ 2 Enterthe 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 ACC 6 5 Administration Manual 31 Chapter 3 Getting Around MaxAdministrator The MaxAdministrator Main Window When you run MaxAdmin you ll see something like this A altiware Admin MAX1000ALPHA Services System PBX CallCenter VoIP Report Diagnostic License View Help Menu bar 2 5 TA AEREO o Cu So ogn Logout System Trunk Extension Workgroup IPPhone AA Recording MeetMe Summary About BEEN AE E canoane Reset buda Logical ID_ Board Type Physical ID Extension Name Location Status Caller Callee e 0 H323S
516. rvice as a standalone process F Debug mode fr f ok cancer D 2 Double click the AltiGen Enterprise Service entry and change the address in the Start Parameters field 3 After applying the change you have to stop and start this service again in AltiGen Java Services Manager to make the change effect To do so click the Stop button in the Service Status section then click the Start button Manually Switching Over In the Redundancy Administration window see Figure 3 on page 361 a Manual Switch Over button allows you to switch control from the active server to the inactive one This button is enabled only when all redundancy related services of both systems are running and the inactive server has finished replicating the active server s files Things to Check Connection Before the secondary system takes control it will check the time stamp of the last connection with the primary server If it does not find a time stamp or finds one that s more than 30 days ago it will not take control Dongle If the redundancy system has been running for more than 30 days without a dongle in the primary system the secondary system will not take control when the active system is not available or the secondary system starts up Enable Redundancy lIf you selected the redundancy option at installation but the secondary system is not running or not yet deployed you must enable the redundancy and configure the shared I
517. ry 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 Korea 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 F
518. s 102 Physical Kelly Pina 02 1 m Call Screening Fo urade pp eae ie Ue res Gee 104 Physicall Victor Shih 02 0 TT Enable Call Screening rom rop down list and enter the number in the 123 Vituall Jorge Go edit box e g 14155551212 125 Virtual Schedule 7 F dt outside Number y 201 Physicall SusanC 020 IY Forard to Outside Number Y Any 3 I Check Password Ringfor 20 seconds 202 Physicall JonZhang 02 0 I From 1200PM To 222 Virtual TwoT wo 301 IP gent Juan Do 04 0 I From 02 30 PM y 302 IP Agent Maria Alv 04 1 To 03 Virtual 7 From 04 30PM gt To 06 00 PM y Forward to Dutside Number T From 1i2004M To 12004M fay TF Check Password Ring for 20 y seconds m Caller ID Verification T Forward to Dutside Number F IV Verify Caller ID based on the following any z E I Check Password Ring for ao z seconds T Forward to Outside Number TT Check Password Ring for jo z seconds 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 Disabled Enabled at any time Enabled during business hours only Enabled during non business hours Enabled based on schedule If you select this last option Enabled based on schedule
519. s 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 This setting is for a remote IP phone with a private address and Setting 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 e NAT Address This is the NAT router s public IP address as set in the Extension Configuration window Read only Registry Keep Alive Duration Indicates 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 3rd Party Enable SIP Telephony Service Enables SIP hold SIP SIP Device transfer and SIP server side conference features for the selected 3rd party IP phone extension If the IP phone is SIP enabled the Flash key which includes the Hold button in MaxAgent MaxCommunicator is not supported when you check this setting MAXCS ACC 6 5 Administration Manual 237 Chapter 17 AltiGen IP Phone Configurati
520. s maximum 30 seconds Note Note If the delay is set too long the notified party will hear silence before the announcement is played MAXCS ACC 6 5 Administration Manual 261 Chapter 19 Hunt Group Configuration e Seconds after Answered This field is set to O 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 If 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 nu
521. s created during installation or created by you in step 4 above see Figure 4 Bigs Exchange Management Console File Action View Help e am em 3 Microsoft Exchange E Mailbox YMDOMAIN COM 164 objects El sta Organization Configuration E P creat Filt ff Create Filter gay Mailbox G i a E Modify the Maxi a ciot Aras Recipient Type Dersle 4f the Mos 3 LA Administrator Administrator User Mailbox New Mailbox ti Unified Messaging 3 Server Configuration AAi Bag Airbag User Mailbox 2 arhtailbo as Recipient Configuration m Refresh A Mailbox no eres 2 Distribution Group arttailbs D Help 13 Mail Contact A altigen_ostest altigen_ostest User Mailbox 84 Disconnected Mailbox A AltiGen_PE2950REDUNO AltiGen_PE2950REDUNO User Mailbox AltiGen_LESLIEXIA lt 2 Toolbox A Anna Yeung AnnaYeung User Mailbox Disable da apple1 apple1 User Mailbox 5 d apple10 apple10 User Mailbox 2 Remove d apple2 apple2 User Mailbox aa Move Mailbox A apple3 apple3 User Mailbox _ pa A apples apples User Mailbox lg Enable Unified M EA apple5 apple5 User Mailbox Properties View A annlef annie Iser Mailing 2 Help Figure 4 Creating a mailbox for the service account created during installation MAXCS ACC 6 5 Administration Manual 381 Chapter 28 Microsoft Exchange Integration 3 In MaxAdmin choose System gt Voice Mail Configuration then select the Exchange Integ
522. s feature helps to resolve IP address resolution problems when communicating with an external VoIP 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 VoIP 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 IP based trunking service providers via SIP SIP NAT Traversal Allows MAXCS to connect to a remote SIP phone or IPTalk behind NAT without changing the NAT setting at the remote location Support for RFC 2833 DTMF payload embedded with RTP Supported in SIP trunks only This feature helps to resolve DTMF tone detection and regeneration when using G 723 1 or G 729 codec 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 VoIP Manage
523. sed 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 a calls combined cumulative traffic Resetting Cumulative Statistics You can reset the IP Cumulative Traffic Statistics by clicking the Reset button Also this window automatically resets all fields to O when the MAXCS system is shut down and restarted Statistics gathered before the reset are not saved Using SNMP SNMP Simple Network Management Protocol is used in network management systems to monitor network attached devices for conditions that warrant administrative attention This MAXCS SNMP configuration used with a third party management console see next section helps you see the MAXCS status so you can use MAXCS more securely Using an SNMPv3 agent MAXCS sends SNMP traps to the management console when alarming conditions are detected Note The SNMP traps are sent by the Altigen services SPServ Softswitch up Softswitch down trap AltiKeep warm start trap and AltiServ all other traps so those services need to be started or the traps will not be sent SNMP Management Console To use SNMP you need an SNMP management
524. served for implementation use All other values may be used as VLAN identifiers allowing up to 4094 VLANs Only port based VLAN is supported in MAXCS which means the VLAN is assigned in the switch port and managed in the switch internally The end device like the MAXCS NIC and IP phone ARM MAC port does not need to tag the packet with VLAN so there is no software implementation on the end device MAXCS can use two NICs and connects them to the switch ports with a different VLAN assigned so the network traffic can be separated However inside the IP phone the firmware programs the Ethernet switch to assign and manage the different ports with different VLAN IDs The IP phone user can configure the IP phone port with voice VLAN ID and PC port with data VLAN ID Different VLANs use a different IP network Below is a typical VLAN setup VLAN 1 Data VLAN 2 Voice AltiServ Trunk VLAN 1 amp 2 NIC 2 NIC 1 192 168 2 10 192168110 AR ao VLAN Pert Port Other Switch Layer 3 Switch LAN VLAN 1 Untagged amp VLAN 2 Tagged VLAN 2 Tagged 192 168 2 202 evan PC2 192 168 1 202 308 MAXCS ACC 6 5 Administration Manual Chapter 24 Network Configuration Guidelines for VoIP The NIC in both the MAXCS server and the IPTalk client used with MaxCommunicator MaxAgent must support 802 1p To see if the NIC supports the 802 1p feature open the NIC s Properties dialog box and select the Advanced tab S
525. server will substitute the digits that are matched into the dialed number It will then use the digit string from this match to make the outgoing call An example of a valid number mask is 91425xxxxxxx This field can contain only numbers and the letter x Dialed Number Define the dialed number for the dialing rule The dialed number is used to determine the actual dial string that is sent to the IP gateway This number can be different from the number that is obtained by Unified Messaging for the outgoing call However your PBX can also be configured to omit the area code for local calls and can be configured for private voice numbering plans Any wildcard x characters in the dial string are substituted with the digits from the original number that were matched by the number mask on the dialing rule An example valid dialed number is 9xxxxxxx This field can contain only numbers and the character x Comment Use this text box to input a comment or description for the dialing rule that you are adding Dialing Rule Entry Name ocal Ca y Number mask 51 Oi Dialed number SeRRRRRR Comment Figure 18 Creating a dialing rule For example if the business number of a personal contact is 5102529712 then the number mask should be set as 91510xxxxxxx because UM will add 91 automatically and the Dialed Number is 9xxxxxxx so that the final dialed number will be 92529712 You can use the wild card to handle any
526. service Before you start note the following An AltiGen SIP Trunking channel is licensed You need to buy and register a license to be able to configure this option 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 work with all SIP Dial Tone service providers You need to verify that your SIP Dial Tone service provider supports the following e G 711 G 723 1 G 729 codec e RFC 2833 for DTMF tone delivery SIP MD5 authentication with SIP registration If AltiServ is behind NAT verify that your SIP SP can support this configuration When subscribing to SIP Dial Tone service typically your service provider will provide you with the information required in the configuration dialog box shown in Figure 5 on page 158 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 AltiEnterprise Manager and select the proper codec profile for this service See Assigning Codec Profiles to IP Addresses on page 326 Failure to do this step may cause no voice path even
527. sfer hold and park are not supported AltiGen s TAPI implementation has two components 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 the TAPI Proxy Server Your server must have a 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 Setting Up the Client Setting up the client involves Installing the AltiGen TAPI Service Provider on the client MAXCS ACC 6 5 Administration Manual 399 Chapter 29 TAPI Integration 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 A Windows operating system specified in the client manuals e Micro
528. sh 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 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 Caller ID Transmission Methods The loop current break desired for answering supervision Range 600 1000 ms 1000 ms is default Specifies how Caller ID will be detected e CID between 1st and 2nd ring Caller ID is received between first and second ring Most common in US Canada e DT AS CID prior 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 O 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 0 dB IP Extension Configuration See Setting Up IP Extensions on page 225 for information on configuring this section of the Extension Configuration General tab MAXCS ACC 6 5 Administration Manual 201 Chapter 15 Extension Configuration Phone Display Options
529. side caller into the AltiGen Voice Mail System by pressing FLASH 40 while connected to the caller Transfer Caller 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 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 MAXCS ACC 6 5 Administration Manual 9 Chapter 1 Overview 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 rea
530. simulating the FLASH signal there is no way to send to the system 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 ACC 6 5 Administration Manual 251 Chapter 18 Mobile Extension Configuration 252 MAXCS ACC 6 5 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 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
531. sion Check this box to prevent a line parked call from ringing again while it is parked Note The IP phone s programmable key will be blinking when a call is parked at a line ID that is configured to the phone If the associated programmable key has Play Tone function turned on and a ring tone is configured at the IP phone in idle state the user will hear a ring tone when a call is parked 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 274 MAXCS ACC 6 5 Administration Manual CHAPTER ad 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
532. soft 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 Extension Number and the client s Password Set Up Phone and Modem Options 1 Goto Start gt Settings gt Control Panel gt Phone and Modem Options 2 IfPhone 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 400 MAXCS ACC 6 5 Administration Manual Chapter 29 TAPI Integration Control Panel File it H PD Do Q B emh E Foes fi Address B Control Panel Phone and Modem Options i Diang Rules Modems Advanced e Control Panel 2 e Accessibilty Add Hardware i 5 Pa Switch to Cat vie jon om Y The list below displays the locat
533. son 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 automatically sets the agent state to Not Ready 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 ann
534. speed dial entry select it in the System Speed tab and click Delete Note System speed dial is read only from MaxCommunicator and MaxAgent 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 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 ACC 6 5 Administration Manual 57 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 x Business Hours Call Restriction Holiday System Speed m Lock Voice Mail Access After 8 false passwords lock the VM for 01 00 00 gt Trunk Call Restriction FF 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 4
535. ss Zero Option This option allows a caller to press 0 while listening to this workgroup s greeting When the caller presses 0 the call will forward to the specified destination Use the drop down list to spedify a forwarding destination for the call Voice Mail AA Extension Group Operator default Outside Number or Line Park If you choose to forward to an 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 Voice Mail Access Option To allow agents of a workgroup to access the group s voice mail in MaxAgent MaxAgent s WG VM tab select the group and check Enable agents to access voice mailbox of workgroup Setting Message Notification Options To set notification options on new incoming e mail and voice messages click the Notification tab in the Workgroup Configuration window and select the workgroup number from the Group List Workgroup Configuration 125 x Group List General Group Member Mail Management Notification Call Handing Queue Management Number Name r Message Notification 131 Urgent Voice Messages Only 170 SDK support C All Voice Messages 241 testWwG Shirley 20 Department F 4D Notification or Reminder Message by Calling a u G Phone C Pager C Extension ny E For Phone and Pager options choose the tunk access code from the drop down list and
536. ss number must be set so that MAXCS 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 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 5 Note the logical ID of the MobileExtSP board You will need it when you assign an extension to a mobile port 6 When you are finished adding channels as mobile trunks restart MAXCS To configure an extension as 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 MAXCS ACC 6 5 Administration Manual 247 Chapter 18 Mobile Extension Configuration Extension Configuration 119 irtual x p Agent Supervisor E stension Restriction Answering One Number Access Monitor List General Group Speed Dialing Mail Management Notification Virtual Fr
537. sses incoming call routing page 173 and outgoing call blocking page 173 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 Identification To find out channel information 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 ACC 6 5 Administration Manual 149 Chapter 12 Trunk Configuration Channel Information xi Channel Info Logical Board ID ft Board Name fiitonT1 2 6wOO Channel Group Type ih 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 T in the toolbar e Select PBX gt Trunk Configuration e Double click a trunk in the Trunk View window lF Trunk View Location Type Status MEE Duration 02 0060 SIP Tie idle O 02 0061 SIP Tie idle 02 0062 SIP Tie idle 02 0063 SIP Tie idle O 02 0064 SIP Tie idle 0 02 0065 SIP Tie idle 0 02 0066 SIP Tie idle 02 0067 SIP Tie idle 0 02 0068 SIP Tie idle 0 02 0069 SIP Tie idle 0 02 0070 SIP Tie idle 02 007
538. ssociated with the UM mailbox policy For example you can configure a dialing rule group that does not require users who are associated with the dial plan to dial an outside line access code when they place a call to an in country region telephone number Note If you need help in configuring dialing rules see http technet microsoft com en us library bb629580 aspx That will put you in the general location of what you need Much of this information came from that Microsoft site Configuring in MaxAdmin Complete the configuration in MaxAdmin 1 Go to System gt System Configuration gt Number Plan tab In the First Digit Assignment panel assign one of the digits for example digit 8 to IP Trunk Access Go to the Trunk Configuration screen and assign the digit selected in step 1 to all the SIP Tie entries Click the first SIP Tie entry and assign the digit then use the Apply button to apply the assignment to all the other SIP Tie entries This allows calls in either bridged or native mode to access the Exchange Server Go to VoIP gt Enterprise Network Management to open Enterprise Manager Click the Codec button to create a new codec profile only for the Exchange connection MAXCS ACC 6 5 Administration Manual 393 Chapter 28 Microsoft Exchange Integration Enterprise Manager Codec O x Os RF Bea Be Live Logout Servers Codec User Department Global LCR Help About Silence Suppression D E
539. ssociated signalling Regular ISDN PRI D channel is the last channel Custom ISON PRI Set D channel cH 23 B Channel Logical Interface ID Controlled by D chan on Board ID Span ID Enable Tie Trunk ISDN PRI setting Switch mode Nrz PRI y ISDN MNumberno Plan B Channel Maintenance Message Re start y Y Enable PRI Caller Name NSF Network Specific Facilities None y TEI Terminal endpoint identifier Default setting Recommended Manually setto C Assigned by CO switch T1 CAS Protocol Configuration dialog box top half 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 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 130 MAXCS ACC 6 5 Administration Manual Chapter 11 Board Configuration i Protocol Configuration CH gt Type m Span type selection __ ISDN PRI setting 00 gt System Data a C EICAS Switch mode Channel associated signalling ETSI NET5 PRI y Regular ISDN PRI ISDN Numbering Plan D channel is the 16th channel B Channel Maintenance Message Custom ISDN PAI Festart and Service E o a EZ IV Enable PRI Caller Name B
540. ssues alerts via SNMP that fall into the following categories Server status Server memory CPU or hard disk exceeds defined limits MAXCS Software Status Switching service is initialized stopped or restarted PRI Service Status PRI trunk goes down or reconnects Gateway Status A gateway server loses connection or restarts Multi site Enterprise Manager status The master or a member server in the Enterprise VoIP domain goes down or reconnects IP Phone Server Service Status IP phone server service goes down or restarts Voice Mail Service Status Voice mail service goes down or restarts CTI Service Status CTI service CT Proxy goes down or restarts Softswitch Redundancy Status Softswitch redundancy switchover occurs QoS Enhancement 802 1p 802 1Q Supports 802 1p class of service priority and 802 1Q VLAN in the server and AltiGen IP phones MAXCS ACC 6 5 Administration Manual 3 Chapter 1 Overview Secured VoIP Calls TLS SRTP Transport Layer Security TLS and Secure RTP SRTP are implemented to establish secured SIP connections and encrypted conversations to prevent eavesdropping Secured connection can be configured for AltiGen IP phones and SIP Tie trunks Enhanced 3rd Party IP Phone Support Release 6 5 supports standard SIP Hold Transfer Call Waiting and server side Conference for certified 3rd party SIP phones This release also supports the Polycom SoundStation IP6000 conference phone Microsoft Exchan
541. st Paging Group 123 x Group List General Group Member Number Name 123 Member List Not Member List Number Status Name Number Name 797 Login Front Desk Jennifer Sc SDK supoort SalesOrder Training R Sales FAX2 Satisfactio Workgroup Departmen Accounting Tamika Ma 3T Demo Gilbert Assi Account P Chun Yeung Philip McD Bob Dorman BobD 2nd L BobD IPext MSCRM D TS testbox Jery aaa Roland Wu ply to Cancel Aor Her 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 Onthe 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 e 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 IP paging to remote IP phones over WAN is not supported MAXCS ACC 6 5 Administration Manual 269 Chapter 20 Paging Group Configuration 270 MAXCS ACC 6 5 Administration Manual CHAPTER 21 Line Park Configuration The Line Park feature is a kind of call park method The main differences
542. st 3121 Virtual r Dutcall Restrictions 3130 Virtual 3500 Physicall gent No Restriction on Dutcalls el cenas feat Internal Calls Only t 3503 Physica Agen Internal Local and Unrestricted Area Codes 3504 PhysicalfAgent 3505 Physical Agent 3506 PhysicalfAgent 3507 Physicall gent All calls allowed except the defined prefixes 3508 Physicall gent r Prefixes Allowed Prefixes Disallowed 3509 Physical Agent 3510 Physicall4gent 3511 Physical Agent 3600 Physical Agent 3601 PhysicalfAgent he rT i j D 3602 Physicall gent 3603 Physicall gent Enter prefix less or equal to 10 digits e g Enter prefix less or equal to 10 digits e g 1900 3605 Physical Agent 3606 Physical Agent 3607 Physical Agent pee eae ea Allow Calls to be Transferred or Conferenced to an Outside Number 2610 Physical pek 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 Retum Calls from within YM System 3700 Physical 3701 Physical 3702 Physical Agent 2302 Dioni al 3604 PhysicalfAgent il 1900 or 976 or 976 r Other Call Restrictions FT Allow Outside Caller to Make or Forward International Calls from within YM System Add Apply To Cancel Apply Help Figure 7 Extension Configuration Restriction tab Note You can use Apply to to apply c
543. 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 XP go to Start gt Run type Dialer exe and click OK In the Phone Dialer select Edit gt Options 3 In the Preferred line for calling section select Phone 402 MAXCS ACC 6 5 Administration Manual Chapter 29 TAPI Integration Phone Dialer ED SS 9 B Redal speed New Jon Refresh Directories Directory Type E A Internet Directories Cc GR My Network My Network Directory Speed Dial E Conference Room People 3 Conferences Lines Audo Video Ey Crore endnote Opens Prefened ine for caling G Phone 8 O intenet Line used for __ ed Phone calls El Internet cals Gp Internet conferences 4 In the Line used for section select the client extension in the Phone calls drop
544. stem 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 address 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 Note When AltiServ is behind a NAT router and you do not check the Private Network check box IP phones may not function MAXCS ACC 6 5 Administration Manual 329 Chapter 25 Enterprise VoIP Network Management To define an address range 1 2 3 4 5 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
545. stration Manual 91 Chapter 7 Auto Attendant Configuration Configuring Auto Attendants To configure an AA click the AA Configuration button de 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 o 1 no action 2 no action Item Name 3 no action 4 no action I Prompt phrase0001 x 5 no action 6 no action 7 no action 8 no action 9 no action 0 to operator repeat level mailbox access Actions Level Expand Tree x T to operator No action Level Expand Tree Level Repeat Current Level Level Goto Top Level Level Goto Specified Item Call To Extension Group Call To Operator Call Dial by Name Call Collect Extension Call Directory Service Call Disconmect VM Record Message VM Mailbox Access Adv System Call Back Ady Collect Digits Adv Advanced Call Router Adv Application Process Control J Hide No Action Items Cancel too Heb Figure 2 AA window Note You can check the Hide No Action Items check box to hide items that are set to no action This will give you a cleaner view of your various action items Configuring Menu Items The AA is a tree based structure with unlimited tree levels The following rules guide the basic AA configur
546. t failures before disconnect Language Settings English United States X Default language Cancel Apply Help Figure 10 Changing Audio Codec to G711 5 Add your MAXCS server as a UM Gateway Go to Organization Configuration gt Unified Messaging gt UM IP Gateways gt New UM IP Gateway MAXCS ACC 6 5 Administration Manual 385 Chapter 28 Microsoft Exchange Integration E New UM IP Gateway El New UM IP Gateway New UM IP Gateway This wizard helps you create a UM IP gateway for use by Microsoft Exchange Unified Messaging UM IP gateways represent the connection between a physical gateway or IP PBX and Unified Messaging Completion Name JLeslieXia IP Address 10 i 10 5 105 Example 192 168 10 10 Fully qualified domain name FQDN Example smarthost company com Dial plan LesliexiaS5 7 If a dial plan is selected a default hunt group will be created to associate this new UM IP gateway to the specified dial plan If no dial plan is selected a hunt group must be created manually Help lt Back New Cancel Figure 11 The name of our example gateway is LeslieXia and the name of the dial plan we created is LeslieXiaSS Enter the name of the gateway Enter the IP address of your MAXCS server Browse for and select the dial plan you just created Click New 6 If your system has multiple gateways repeat step 5 to add all of y
547. t group 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 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 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 International Calls from within the Group s VM system This setting regulates making international calls from voice mail and forwarding to an international number
548. t state by pressing the Down arrow key 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 Important Administrators should perform any updates to the IP phone s firmware after normal business hours or when the IP phone is not in use 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 allows you to copy Programmable Key settings from one IP phone extension to another No other settings are carried over MAXCS ACC 6 5 Administration Manual 241 Chapter 17 AltiGen IP Phone Configuration 242 MAXCS ACC 6 5 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
549. t 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 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 ACC 6 5 Administration Manual 429 Country Signaling Values Ecuador MFC R2 Set calling part catego
550. ta 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 96 for more details on how to MAXCS ACC 6 5 Administration Manual 89 Chapter 7 Auto Attendant Configuration record custom phrases use pre recorded phrases and use professionally recorded phrases Example AA Planning Auto Attendant ID 700 Phrase 10 Auto Attendant ID 0 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 Prem ts Collect 3 Version 5 Call Extensi
551. 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 MaxAgent users and AltiGen IP phone users can select from these activity codes to let others know where they are when they are away from their desks meeting business travel etc A greeting associated with the activity can be recorded and played to the caller 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 System Configuration xi General Number Plan Business Hours Holiday 1 Call Restriction AccountCode CallReports County Relevant Audio Peripheral Activit 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 9 Cancel Help There are a total of nine activity codes the first six are pre configured as follows 1 System Default plays the system greeting 2 Personal plays the personal greeting 3 Meeting MAXCS ACC 6 5 Administration Manual 67 Chapter 4 System Configuration 4 Away From Desk 5
552. tal bandwidth of all connections If the total bandwidth exceeds that specified in the Bandwidth for VoIP box the system will reject additional connection requests Configuration example Suppose your company has a T1 line configured as half voice PRI and half data service 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 VoIP You have set up remote IP phones using G 729 with 20ms frame and you want to limit the number of concurrent 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 IPTalk 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
553. tallation Remote MaxAdministrator does not utilize the System Data Management or Shutdown 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 5 be sure to stop all MAXCS related services before MAXCSuninstallation To do this run MaxAdministrator 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 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 ACC 6 5 and click Remove Troubleshooting Error Messages Use this table for troubleshooting error messages encountered during software installation Error Message Solution MAXCS does not support Triton T1 Unplug Triton T1 Rev A2 or VoIP Rev Rev A2 or VoIP Rev A2 boards Please A2 boards then run setup again unplug these boards then run setup again 28 MAXCS ACC 6 5 Administration Manual Chapter 2 System Requirements and Installation Error Message Solution Copy activation file failed An error occurred during the move data process Activation file exctl is not
554. tem Goes to selected menu item at any level A drop down list appears from which you select the item Call To Ext Group Transfers call to an extension or group number you select in the drop down list Call To Routes the call to the operator the operator is Operator defined in the System Configuration window Call Dial By Prompts the caller to enter the name first or last or Name 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 The top level of each AA collects the extension 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 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
555. tem 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 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 218 MAXCS ACC 6 5 Administration Manual Chapter 15 Extension Configuration Select one of the following options for no answer call handling Forward to Extension Select an extension number in the drop down list See A 10 Hop Limit to Call Forwarding for Direct Calls on page 216 Forward to Voice Mail Forward to AA select the auto attendant number to use in the drop down list under the option 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 271 Enabling One Number Access This check box option is available to all extension types but with qualifications e It is available to physical exte
556. tensions dialog box click the Explore button to select a csv file to import and click OK All the extension records in the csv file are added to the Import Extensions list Import Extensions x Choose a file to import D Documents and Settings czhang My Documents import0210 csv Ext Nu First N Last Na Ext De DID nu Transm E911 CID Enable Enable Enable Agent Tenant Type scope 100 cloudy zhang No Yes No No 0 Physical Local 101 justin ja cloudy Yes Yes No Yes 0 Physical Local 102 eric tao Jerry Yes Yes No Yes 0 Physical Local 103 good yu Yes Yes No Yes 0 Physical Local 104 suce sheng Yes Yes No No 0 Physical Local 105 a he No Yes No No 0 Physical Local 106 greate deng No Yes No No 0 Physical Local 4 D Select All Clear All Import Cancel MAXCS ACC 6 5 Administration Manual 421 Chapter 30 Tools and Applications 4 Check the records you want to import Click the Select All and Clear All buttons to select or clear all the check boxes 5 Click Import A progress bar lets you see the progress of the import When the import is finished a message lets you know how many extensions were imported how many extensions were skipped and how many extensions failed 6 If an extension already exists a dialog box pops up asking if you want to replace the extension Comfirm Ext Replace E x This extension list already contains extension 201 Would you like to replac
557. ter 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 and 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 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 IP 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 SIP H 323 When AltiServ is behind NAT with a private IP address thi
558. ter 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 Frequency drop down list these are your options in the middle panel al Duration 30 minutes y now O OnDate Date 02 10 2009 0 Start 03 05PM w 1 Specify the duration of the meeting using the Up Down arrows 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 302 MAXCS ACC 6 5 Administration Manual Chapter 23 Managing and Using MeetMe Conference Weekly Meeting If you select Weekly from the Frequency drop down list these are your options in the middle panel Frequency Weekly A Duration 30 minutes Start C 08 00AM w Every 18 week s on a Sunday Ba Monday
559. th 0 seconds 9 no action AA will go to the next level after collecting enough digits 0 to operator repeat level If failed go to menu NONE y H mail box access T to operator Hide No Action Items Cancel Apply Help a aaaaaaaaMM i Figure 3 Collect digits Text Tag a tag name which is critical for the following operations e For CDR logging the IVRData field will log the collected digits as Tag xxxxx For example if tag is configured as Account and collected digits is 67663 the CDR database will log Account 67663 in the IVRData field e For MaxAgent client display the above example is displayed as Account 67663 on the View gt IVRData section For CDR Search the above example is displayed as Account 67663 on the IVRData 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 Min Length the minimum length of digits to be collected e Max Length the maximum length of digits to be collected PSTN Call Inter Digit Timeout the length of time the system will wait between collecting of digits before timing out Inter Digit Timeout after Max Length the length of time the system will wait after the maximum length of digits is collected Web Call Respons
560. the queue reaches one of the following conditions e Calls in queue exceed defined limit Longest 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 MaxAgent and MaxSupervisor 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 MAXCS ACC 6 5 Administration Manual 11 Chapter 1 Overview 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 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
561. the telephone number that is specified in the directory to the prefix that is specified International number format 390 MAXCS ACC 6 5 Administration Manual Chapter 28 Microsoft Exchange Integration e Use this field to specify how a user s telephone number should be dialed by the UM Server in a different dial plan and having a different country code This is used by an auto attendant and when an Outlook Voice Access subscriber searches and tries to call the user in the directory e This entry consists of a number prefix and n number of x characters for example 4420xxxxxxx e To determine the telphone number UM will append the last n digits from the telephone number that is specified in the directory to the prefix that is specified On the Dialing Rule Groups tab add dial rules for in country region and international calls that will be placed by UM enabled users Each dialing rule entry that is defined on the dial rule group determines the types of calls that users within a specific dial rule group can make of XJ Exchange Management Console Eile Action View Help om 2m 3 Microsoft Exchange i B Unified Messaging 2 objects E s2a Organization Configuration A gt A 3 Mailbox UM Dial Plans UM IP Gateways UM Mailbox Policies UM Auto Attendants Unified Messaging e Client Access UM Dial Plan_ KW FREE EEE Associated UM Servers Assc Eia New UM Dial
562. the display name which is a combination of FirstName LastName In the example in Figure 6 the display name is Michael Wang so you should make sure the user s display name on the Exchange Server is Michael Wang or synchronization will fail p Agent Supervisor Extension Restriction Answering One Number Access Monitor List General Group Speed Dialing Mail Management Notification 1001 Physical Leslie Xia Personal Infomation 1002 IP Michael FirstName Michael LastName Wang 1003 Virtual Bill Lu 1004 Virtual Bill Gates Passw Bepartme 1005 Virtual Michael e D A O 1100 Physical Leslie Zh SEO ME 1101 Physical keplhd Liu Language Default Language y Transmitted CID 1102 Physical Kevin W r 1111 Physical ZhangZ Feature Profile 0 System y E911 cD Figure 6 First name and last name in MAXCS must match the display name in Exchange Server or synchronization will fail Also to synchronize MAXCS voice mail with Exchange voice mail in Bridged Access mode you must have checked the Enable Synchronization check box in the Voice Mail configuration screen 382 MAXCS ACC 6 5 Administration Manual Chapter 28 Microsoft Exchange Integration 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
563. 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 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 216 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 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 271 Setting Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been checked 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 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 Enable Live Call Handling This feature is mainly for the sys
564. 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 queue MaxSupervisor can change a call s priority level if the WG s supervisor queue control option is enabled Allow Call Redirect Priority Change MAXCS ACC 6 5 Administration Manual 277 Chapter 22 Workgroup Configuration e When a call s priority is changed its priority queue time will be reset to O 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 O and the caller B will be answered first Promoted call priority can be carried to another ACM system over VoIP tie trunk Creating and Configuring Workgroups The Workgroup Configuration window provides for creating workgroups setting their attributes and assigning group members To open the Workgroup Configuration window select Call Center gt Workgroup Configuration Workgroup Configuration 125 Ea Group List General Group Member Mail Management Notification Call Handling Queue Management Number Mame Group Information UE First Name o LastName SE a SDK support Password peo DID Number al id I Enable Dial By Name S
565. three options for sending the notification or reminder message phone pager or extension 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 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 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 Setting Not
566. ti Gateway Softswitch deployment using OFFICE3G server Note MAXCS and gateway servers have to be on the same LAN Connecting a gateway from a remote site to the MAXCS site through a WAN connection is not supported The WAN network delay and latency may cause synchronization signal failure between MAXCS and the gateway 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 Softswitch Component Configuration window The Softswitch Component Configuration 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 74 MAXCS ACC 6 5 Administration Manual Chapter 5 Media Server and Gateway Management Add and delete a gateway Attach and detach a gateway e Change a gateway name IP address password country e Set TDM Bus mode for a gateway e Set CT Bus clock for a gateway Set whether the gateway is in service or out of service To open the Softswitch Component Configuration window select System gt Softswitch Component Management Softswitch Component Configuration xi Media Server Gateway Applications Server Active Name Type Jeps SoftSwitch Server Gateway Name SoftSwitch Server Media
567. ti site VoIP 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 VoIP 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 VoIP connections as defined in the IP dialing table and IP codec assignment table VoIP Bandwidth Use define the maximum VoIP sessions using different codecs on a public Internet or a private intranet data pipe NAT Support configure VoIP 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 configurations for al your VoIP 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 VoIP domain e Define the VoIP domain Master e Join servers to the VoIP domain e Manage VoIP domain users Define globa
568. tility 409 bandwidth and public pipe 331 WAN 310 basic queuing control 293 Bell 128 binary 8 zero substitution B8Z8 128 BLF programmable key 240 blocking account code display 197 blocking all outgoing calls 59 blocking calls 58 board H323SP configuring 139 MAX configuring 146 mobile extension configuring 245 SIPSP amp H323 configuring 138 SISP configuring 138 Triton Analog Station 122 Triton Analog Station configur ing 122 Triton Analog Trunk LS GS amp LS configuring 122 Triton MeetMe 122 Triton Resource 121 Triton T1 E1 configuring 124 Triton T1 E1 setting up channels 129 Triton T1 PRI 124 Triton VoIP configuring 123 virtual purpose 138 board configuration 119 Boards view window 34 bridge conference 45 business hours 52 24 hour business hour setup 53 business hours profile caller ID routing 177 DNIS routing 179 busy call handling 215 218 262 289 290 huntgroups 263 bytes received 39 bytes sent 39 C call accounting report 62 call blocking outgoing 173 Call Center menu 33 call control 59 call handling 215 218 262 289 290 for workgroups 289 huntgroup 262 incoming 215 Call Log view window 38 call log window 38 call parking 45 call record programmable key 240 call recording configuring system wide 108 extension based recording 108 file name description 107 multiple gateways 109 personal options 198 remote shared directory 109 requirements 107 trunk based recording 108
569. tion 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 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 234 MAXCS ACC 6 5 Administration Manual Chapter 17 AltiGen IP Phone Configuration Parameter Description 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 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 i x Type the password in the entry field and then press OK The password will not be displayed A Cancel MAXCS ACC 6 5 Administration Manual 235 Chapter 17 AltiGen IP Phone Configuration Parameter Description SIP These settings secure the SIP signaling messages and the RTP Transport SIP signaling is secured using transport layer securit
570. tions for handling calls when the system rings the first available agent and the call is not answered If a 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 e Group take the call out of workgroup and forward it to another group e 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 e Line Park take the call out of the workgroup and forward it to a Line Park group Set RNA Agent Logout Check Box Select this option to have the system automatically log out an agent extension from a workgroup if RNA is encountered Number of Rings Before Handling If you select Ring All Available Members in the Intra Group Call
571. tiple 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 14 MAXCS ACC 6 5 Administration Manual Chapter 1 Overview Extension Checker a tool that checks the security status of every extension in your system Extension Password Protection for Application Logins the system maintains a counter for each extension to track CTI client application login failures When e
572. 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 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 VoIP 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 VoIP 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 377 To use an MAXCS to MAXCS connection for VoIP you need to configure the routin
573. 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 62 MAXCS ACC 6 5 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 xi 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 1911 p Toll Call Prefs Emergency Number 2 Domestic fi If your system IS Emergency Number 3 not in North International for 1 America The Automatic Dialing Plan Rules button is available Automatic Dialing Plan Rule 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 and imposes restrictions when necessary For example if the international toll call prefix is
574. tomatically generate PIN to access Outlook Voice Access Manually specify PIN J7 Require user to reset PIN at first telephone logon 3 Unified Messaging is a premium feature and requires an Exchange Enterprise Client Access License CAL to enable it for the mailbox lt Back L tnatte Cancel User Mailbox User Mailbox gk Mailbox Create Fiter IZA Enable Unified Messaging E Client Access f Display Name y En Hub Transport A George Scott de el Unified Messagi a a Enable Unified E 4 Server Configuratic da Gil Liptack Messaging a Mailbox BA Ginnie Moore E Completion Client Access A Glenn Rose Za Hub Transport B High Ceiling la Unified Messagi HA High One E a Recipient Configura a High Price Ha Mailbox R Jack Jones 2 Distribution Gro A Jackie Brown 3 Mail Contact A Jackie Gleason 3 Disconnected M BA James Copeland En Toolbox A Joel Zussman A John Fracisco BA Kevin Wang 23 Kiou Houshmand A Leslie Xia A Little Max A Marcus Aurelius da Mary Robertson LA Maximus Meridius aa Meilynn Tang lA Michael Tan HA Michael Wang da Mike Douglas A Mike Ray aa Narrow Bridge A New Name Help ANO Deals ANO Name NoName A Norman Meeks NormanMeeks aS a ofl Figure 13 Here Leslie Xia is an individual IP phone user with a mailbox in VMDOMAIN 2 Click Browse and select the policy that is associated with the dialing plan you just created then clic
575. ton 2TGSLS 0 Triton 2TGSLS 0 Triton 2TGSLS 0 Triton 2TGSLS 0 Triton 2TGSLS 0 Triton 2TGSLS 0 me Z24MNMMNMNMNNMOCTVOCCCCCO 3 Add trunks to the Mobile trunk Member List from the Not Member List by selecting the channels and clicking the Left Arrow button You can use the Shift key or Ctrl key to select multiple channels When you add channels to the Mobile trunk Member List a Group ID dialog box pops up Add Remove Mobile trunks x Mobile trunk Member List Not Member List Board 0 SIPSP 0 GW00 0 SIPSP 0 GW00 Board Span Channel GrouplD TritonPRI 2 0 ALL 000 n SIPSP 0 G W00 SIpsPa twt0 SIPSP 0 GW00 SIPSP 0 GW0O00 ee SiPsPo cwnn SIPSP 026W00 Triton 2TGSLS 06 Triton 2TGSLS 06 Triton 2TGSLS 06 Triton12TGSLS 06 Triton12TGSLS 06 Triton 2TGSLS 06 y OK Cancel You need to assign a Group ID to the channels This Mobile Trunk Group ID allows you to differentiate MobileExt users connecting through different trunk types like PSTN SIP or cell phone gateway You can assign a mobile extension to use a specific trunk group For example if you assign SIP trunk channels from 1 3 to Group 001 and mobile extension 237 is assigned to Group 001 then when you make a call to Ext 237 only the SIP Trunk channels from 1 3 can be seized If all three channels are busy the call will fail while other mobile extensions using another mobile tr
576. tories 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 In the System Data Management window select the Restore icon to view the Restore Configuration dialog box Restore Configuration x Components Restore From I Configuration Files js unday y I Custom Phrases fe altibackup sun J Extension Messages I SP Configuration Files Cancel Figure 6 Restore Configuration dialog box 3 Under Components select the file groups you want to restore 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 th
577. tswitch goes down and the secondary Softswitch takes over voice mail functions are not available Voice Recording The target directory of recorded files should be in a server other than the primary and secondary Softswitch External Applications CDR Logger and Database An External CDR Logger and external CDR database are required in a Redundancy configuration so that all the calls made in both the primary and secondary Softswitch are logged in the same database The External CDR Logger connects to the Softswitch using shared IP addresses The CDR Search application should query through the external CDR database The primary and secondary Softswitches synchronize the next session ID so that when the secondary Softswitch takes over its session ID does not duplicate the primary s When a Softswitch becomes the active server it connects with the External CDR Logger The External CDR Logger drops the original connection when it accepts this new one The Softswitch has a local buffer where it keeps CDR records when the External Logger connection is unavailable When the connection with the External CDR Logger is established these buffered records are written into the external CDR database Enterprise Manager Enterprise Manager must be installed on a separate server with the Voice Mail service Other Applications Other applications can be either installed locally on each Softswitch system or run as external applications on a separate ma
578. tting 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 Impedance button Match Result 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 analog line to an empty port or replace an existing line you need to click this button to best match the impedance Shows the result obtained the last time the Match Impedance button was clicked for that trunk Disable Impedance Match During System Startup Check to disable automatic impedance matching during system startup Caller ID Recei
579. tting work days 53 system business hours 52 call restrictions 57 extension length 47 numbering plan 46 system speed dialing 55 Triton Analog Station Board 122 Triton T1 PRI Board 124 voice mail 81 Configuration Reader tool 419 configure firewall 311 network for VoIP 307 WAN router 311 configuring distribution lists 86 confirm callback number 208 259 286 connection difficulty 453 copy from IP phone 241 Country 44 cross talk test tool 408 CSU installation 137 CT Bus clock master and T1 E1 Clocking 129 CT Bus clock setting 77 CT Bus mode setting 76 CT Bus test tool 408 cumulative IP traffic statistics 372 Current Resource Statistics win dow missing IP resource 454 current traffic statistics refresh interval 40 D data backup 409 restore 409 dedicated mobile trunk setting 249 default password for Max Admin 31 default routes outcall routing 184 defining network 329 desktop 32 detaching a gateway 78 456 MAXCS ACC 6 5 Administration Manual diagnosing tools 407 Diagnostic menu 33 dialed digit translator 48 dialing overlap 153 dialing 9 twice preventing 154 dialing delay 161 dialing delay resolving 190 dialing pattern tips example 188 dialing pattern tips out call routing 187 dialing patterns out call routing 185 dialing scheme trunk 153 dialing en bloc 153 DID collecting 162 DID number extension 196 255 280 display workgroup status IP phone 241 distinctive call waiting 208 distinctive ca
580. tton c In the next Board Configuration window select El as the configure type and click OK MAXCS ACC 6 5 Administration Manual 437 Board Configuration TritonE1 4 GWoo y xj r Board Info Board S N 137A42TE1S0122 DSP Clock 200 Physical Id 4 Logical Id 2 m Board Type Configure Type El y El 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 In the Board Configuration window double click the channel group to open the Channel Group Configuration dialog box Channel Group Configuration TritonE1 1 GW00 E Span 0 Status JOK r Statistics since Thu 06 22 06 10 50 14 Frame Errors 0 Line Code Errors 0 OOF Errors 0 Bit Errors 0 Rec Frame Slips 10 mt Frame Slips 10 Frame Type Line Code NoCRC C CRC4 C AMI HDB3 Zero Code Suppression None y CD Bits Handling Set CD 4B y T System Clock Master Protocol DK Cancel Poca x coe 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 configurati
581. ture is configured the IP phone will receive the configuration of the primary and alternate server address and store them in its local flash memory Once it has been configured for redirection the IP phone s AW Server address will be that of the primary server The user can view the address on the IP phone Menu gt System gt AW Server but cannot configure it When redirect is enabled Primary Server and Alternate Server are added to the phone s System menu They are read only Configuring Departments in a Multi site 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 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 AltiEnterprise 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 MAXCS ACC 6 5 Administration Manual 351 Chapter 25 Enterprise VoIP Network Management Enterprise Manager Department SA B22 amp Logout Servers Codec User Dep
582. ult 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 AItiGen Communications Inc AltiWare InitInfo 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 parentheses in the Data column 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
583. umn 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 VoIP Domain A group of AltiGen systems can form a VoIP domain where they share the same global extension directory and call routing rules The VoIP domain is based on VoIP framework and uses IP tie trunks to interconnect among different sites A VoIP domain is created in MaxAdmin Here a system is designated as the VoIP domain Master Other AltiGen systems can then be added to a VoIP domain 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 installation requires an AltiGen Enterprise license Creating a Multi site VoIP Domain To create a multi site VoIP domain and designate a system as the domain Master 1 Select VoIP gt Multi Site Domain Configuration The Enterprise Location Manager window opens 2 Enterprise Location Manager AE xi General r Location Name alti_telecom Switch Type AltiWare ACM Domain Membership Aa Allow this serverto be added to domain Domain Name Member Key Domain Information Current Domain Name None Server Role Stand alone Create domain and join as master
584. ump 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 416 MAXCS ACC 6 5 Administration Manual Chapter 30 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 saved 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 con
585. unications 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 56 MAXCS ACC 6 5 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 00 y Name Number 918882584435 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 AltiGen Communications Cancel Figure 8 Speed Dial Configuration To delete a system
586. unk group ID may not be impacted Mobile extensions are assigned to a group in the ExtensionAnywhere Configuration dialog box see Figure 4 on page 249 Note If a PRI span is used only the whole span can be added or removed not individual PRI channels T1 and analog trunks are added or removed individually 246 MAXCS ACC 6 5 Administration Manual Chapter 18 Mobile Extension Configuration Although a whole PRI span is added if Mobile Trunk Allocation is selected as Shared see Figure 4 on page 249 individual trunks when idle still can be used dynamically by normal PRI trunk traffic or mobile extensions 4 On the left side of the Mobile Extension Board Configuration dialog box configure the fields Max Number of Extensions If more mobile channel support is required change this to a larger number 1000 extensions maximum and then reboot the system Key Simulation Check the first check box to allow the mobile phone user to use the key to simulate FLASH Check the second check box to allow the user to use to disconnect the current call and then get a dial tone without hanging up the cell phone The user must press the second within 1 5 seconds Transmit Caller ID to MobileExt through PRI panel Choose from Send inbound caller ID or extension number Send inbound caller ID only Replace with following number DNIS Access Numbers If a PRI trunk is used for a mobile extension a DNIS acce
587. ure 2 MaxAdmin quick access toolbar From left to right the toolbar buttons serve the following purposes Login Opens the Password dialog box to log in to the system Login A Logout Logs out of the system Logout System Opens the System Configuration window or the System menu Shortcut for System gt System Configuration Trunk Opens the Trunk Configuration window Trunk Shortcut for PBX gt Trunk Configuration MAXCS ACC 6 5 Administration Manual 33 Chapter 3 Getting Around MaxAdministrator 4 Extension Opens the Extension Configuration window ESPERO Shortcut for PBX gt Extension Configuration y Workgroup Opens the Workgroup Configuration window Workgroup Shortcut for CallCenter gt Workgroup Configuration 2 IP Phone Opens the IP Phone Configuration window IP Phone Shortcut for PBX gt AltiGen IP Phone Configuration AA Opens the AA Configuration window Shortcut for System gt AA Configuration 190 04 tl Recording Opens the Recording Configuration window Recording Shortcut for System gt Recording Configuration rn E MeetMe Opens the MeetMe Conference window MeetMe Shortcut for PBX gt MeetMe Conference EJ Lig Summary Opens the System Summary window Summary Shortcut for Report gt System Summary T About Opens a window that displays version and file information Gives information about the AltiGen Technical Support Web Site bout Shortcut for Help gt About MaxAdmin
588. ure AltiGen telephony boards Triton Resource Board page 121 Triton 30 Party Conference Board page 122 Triton Analog Station Board page 122 Triton Analog Trunk LS GS and LS Boards page 122 Triton VoIP Board page 123 Triton T1 E1 Boards page 124 Virtual Boards SIP and H323 page 138 Virtual Board HMCP page 139 MAX1000 Board page 146 Virtual MobileExtSP Board page 147 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 MAXCS ACC 6 5 Administration Manual 119 Chapter 11 Board Configuration Boards ME Logical 1D Board Type PhysicaliD 0 0 H323SP 0 0 MobileExtSP 0 o 2 SIPSP 0 0 3 HMCP O GwWO1 0 4 Triton12E 6 Gwo2 0 5 Triton12E S Gwo2 0 6 Triton12E 4 Gwo2 0 7 Triton12E 3 Gwo2 0 8 Triton12E 2 Gwo2 0 9 Triton12E 1 GWO02 0 10 Triton12TGSLS O Gwo2 0 11 Triton12E 70GWO2 0 12 Triton12E 8 Gwo2 0 13 TritonIP30PT 1 GWO02 0 14 TritonIP12PT O0 Gwo2 0 15 TritonPRI 2 Gwo2 Figure 1 Boards window Double click the board you want to configure and a Board Configuration window opens similar to the following m Board Info BoardLogicallD 22 BoardName Triton 1PRI 2 GWO1 m Channel Mapping List y Channel Group Info Logical Chan Type Total Number of Channel Group fi D T1 Trunk 0 1 T1 Trunk 1 o 0 gt Ok 2 T1 Trunk 2 3 T1 Trunk 3
589. urity 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 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
590. urned on The same table appears on page 318 kbps kbps kbps kbps G 711 6729 e jom as abs ms e729 e om a era Joz 6729 e f30ms 23 jae eee 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 Jitter 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 If your router supports multilink or TCP fragmentation configure your WAN router to user smaller packet sizes for example 500 bytes 310 MAXCS ACC 6 5 Administration Manual Chapter 24 Network Configuration Guidelines for VoIP WAN Router Configuration The router that connects your LAN and the WAN should support priority queuing Configure the router so that the IP UDP packets being sent to and from an IP station have higher priority than the packets generated by other stations on the same network Consult your router manufacturer for more information on setting up this configuration Firewall Configuration Please note the followin
591. used first and so forth Not Member Displays all trunks that are not assigned to the selected route MAXCS ACC 6 5 Administration Manual 183 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 3 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 4 Use the Up and Down buttons to change the position of a trunk in the Member Trunks list This is the order in which trunks are accessed 5 Click Apply 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 184 MAXCS ACC 6 5 Administration Manual Chapter 14 Out Call Routing Configuration Click the Default Routes tab in the Out Call Routing Configuration window to configure default routes Route Definition Dialing Pattem Default Routes m Local Route m International Route 2 tlocalAnaog y 2 Na y 3 N A p 3 N A Ed 4 N
592. using the route access code the system performs the following tasks e 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 ACC 6 5 Administration Manual 181 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 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
593. valid 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 MAXCS Admin amp Extension Security Checker on page 412 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 TON callon PSTN Trunk Tie Trunk T1 PRI or VolP System A System B The call originating on System B hops off over the T1 PRI or VolP 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 the ones set up for an extension Using the Call restriction follows extension drop down list you can select the extension with the restrictions to use for the hop off calls Sett
594. ving 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 ACC 6 5 Administration Manual 165 Chapter 12 Trunk Configuration Parameter Description Tone Disconnect Busy tone reorder tone fast busy tone error tone and so on or dial tone continuous tone and so on This should be used in conjunction with drop in loop current For COs who cannot guarantee loop break this may be the only option Receiver Transmission Gain Trunk to Trunk Gain Slide setting adjusts the gain from 6 dB to 6 GB for every
595. ving 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 C Route Incoming Calls to Extension fi 00 v Route Incoming Calls to AA Holiday A y C Route Incoming Calls to Operator I Enable Work Hours during Holiday From fiz 00 00 4M pee to J1200 00AM 12 26 2005 Christmas 1 ES m A ERRA 7 12 27 2005 Christmas 2 Enersen fioo E 01 02 2006 New Years Jou c sto AA fi e 02 20 2006 President s Day Y 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 button 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
596. voice quality To configure IP networks click the IP Networks tab 328 MAXCS ACC 6 5 Administration Manual Chapter 25 Enterprise VoIP Network Management Enterprise Manager Servers Pals ES boR Boda a Lr gt x Z f Logout Servers Codec User Department Global LCR Help About Domain Name Information IP Networks IP Dialing Table IP Codec Number Plan Public IP Network SETTAB EEL De From To Pipe Private 7 S 10 100 1 1 10 100 1 255 Intranet YES Gili Saver Loca an OO okey 400 21 10 100 3 255 Intranet YES 10 10 0 2 10 10 255 255 Local YES M 711S ID Name Master Status eae osanna 10 20 0 0 10 20 255 255 Local YES 000 HEAVY METAL YES Active Max G 723 Sessions EA 001 MAX1000 R A Active 002 ENTERPRISE Active Max G 729 Sessions Intranet Pipe Enable Bandwidth For VOIP Kb Max G 711 Sessions Max G 723 Sessions MaxG 729Sessions 0 NAT support X Enable SIP NAT support Enable H323 NAT support rr DE X Enable VM Server NAT support Public IP addresses Add ES Enable Virtual IP Addresses Support f p Advanced Add Edit Remove Launch Admin Defining Your Network If you need to configure either bandwidth control or NAT support you have to define your network first These are the guidelines You must define your LOCAL network IP address range When a Pipe is defined as Local it tells the sy
597. way IP 127 0 0 1 Password OK Cancel Figure 5 AltiGateway Configuration Tool log in dialog box Enter the IP address and password of the gateway you want to check on and click OK The AltiGateway 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 Gateway ID Setting 9 _ Triton 2E 1 128A67T12EL2120 5 Password Setting rrsan Triton12E 2 237B1T12EP002 Status Ade Triton12E 3 39C27T12E0021 Triton 2E 4 237B1T12EP004 Current SoftSwitch IP 10 10 0 8 were TEU a Eroquct version 6 0 0 600 Tritont 2 6 237B1T12EP005 Triton12E 7 5390 2T12E0020 Triton12E 9 48C27T12E0054 TritonPRI 2 149A2TE1S0134 TritonResource 1 O49A6TDSPLO112 TritoniP12PT 2 10246T8PTF0344 TritoniP30PT 0 128A6T8PT0731 Triton8TLS 0 507A5T08T0012 MobileExt 0 1 H3235P 0 5 d gt Cw Figure 6 AltiGateway Configuration Tool The window displays gateway settings product version and a board view for the gateway showing each board s name and serial number The settings Parameter Description Gateway IP Address The IP address of the gateway identified in the title bar Gateway ID Setting Shows the unique numeric ID of the gateway identified in the title bar Editable field Password Setting The password of the gateway identified in the title bar Editable field MAXCS ACC 6 5
598. wer 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 290 292 MAXCS ACC 6 5 Administration Manual Chapter 22 Workgroup Configuration Queue Management The Queue Management tab in Workgroup Configuration allows you to set options for queue phrases and announcements queue overflow routing and quit queue options Workgroup Configuration 125 x m Group List 7 General Group Member Mail Management Notification Call Handing Queue Management Number _Name Queue Phrase Queue Overflow Forwarding E I Use Default System Phrases F Enable Fowerdto aa gt 131 Custom Phrasel 7 170 SDK support EOE cc Ep y 241 testWG Shiley Larrea y 20 Department R 8D alo I Calls in queue exceed 20 calls 789 E T Expected queue time longer than TT minutefs Quit Queue Option fy Enable Quit Queue Option when caller Queue Announcement presses to leave the queue I Enable Announcement Fowardto VoceMal z I Queue Positior I Expected Queue Time Pp Irial Expected Wait Time 2 minute s j Enable Quit Queue Option when caller Initial Sample Call Count p presses 0 to leave the queue Fwad 22 Supervisor Queue Control pe I Allow Redirect Call Sah E Add Del
599. x and click the Status button in the dialog box The Redundancy Administration window opens 360 MAXCS ACC 6 5 Administration Manual Chapter 26 Redundancy Configuration Redundancy Administration a ES m Current Status Active System Primary Manual Switch Over Last Switch Over 08 12 14 49 10 Last Switch Over Reason M anual switch over rm Primary System Secondary System Redundancy Address 10 10 13 30 Redundancy Address 10 10 13 35 In Control Yes In Control No Switching Service Up Switching Service Up Replication Status Updated Replication Status Updated gt Voice Mail Server Server Address 10 10 13 50 Status Available Shared IP addess es 1 0 10 13 80 Current Server Address 10 10 13 30 Figure 3 Redundancy Administration window shows the status of both systems Current Status shows which server is in control Shows the time of the last switchover and the reason for the switchover Primary System and Secondary System shows the status of the two systems If a server is running the Switching Service field displays Up If a direct service is not detectable this field displays Down Shows which server is in control and shows the replication status When replication is complete the replication status shows Updated Voice Mail Server shows the connection between the active system and the voice mail server It can be Available or Unavailab
600. y Alti IP 600 241 forced account code 197 forward from group greeting 287 forwarding numbers specifying 221 G G 711 jitter buffer range 324 RTP packet length 324 G 711 G 723 silence suppression 324 G 723 jitter buffer range 324 G 729 jitter buffer range 324 RTP packet length 325 G 729 silence suppression 324 G711 jitter buffer range 324 G711 RTP packet length 325 G723 jitter buffer range 325 gateway attaching 77 configuring 79 detaching 78 ID amp password 78 Gateway Configuration Tool 408 gateways managing 74 gateways configuring 408 global extension rerouting 344 global least cost routing configur ing 353 greeting prompts 66 group setup 202 group greeting press 0 for for ward 287 group paging 267 groups assigning to extension 202 GTE 128 H H 323 311 H323 tie trunk properties setting 156 hackers detecting 210 hardware hardware status 34 hardware problems 407 headset key 241 Help menu 33 holiday routing rules 175 holiday profile caller ID routing 177 DNIS routing 179 home area code 45 hop off enabling 59 hunt group converting to workgroup 420 huntgroup adding a 255 answer handling 264 business hours 258 busy call handling 263 call handling 262 MAXCS ACC 6 5 Administration Manual 457 configuration 253 establishing basic attributes 255 mail management 258 queue management 265 setting up membership 256 setup 255 single call handling 265 I ID server cha
601. y TLS RTP or SIP associated media is secured using the secure RTP SRTP protocol e Persistent TLS Check this setting to have the selected extension communicate using TLS The TLS protocol allows applications to communicate across a network in a way designed to prevent eavesdropping tampering and message forgery TLS provides endpoint authentication and communications privacy for VoIP systems using cryptography If either side initiates SIP messaging with an alternate transport like UDP or TCP these are supported as well Note If Persistent TLS is checked for a third party IP phone you also need to configure the phone itself for TLS If the third party phone initiates a UDP SIP message and Persistent TLS is checked in MAXCS then the SIP connection will fail e SRTP Check this setting to have the selected extension use SRTP SRTP is a version of RTP that provides confidentiality and message authentication Since the SRTP session key is sent in the SIP signaling via SDP the key can be exposed to eavesdropping So SRTP needs to co exist with TLS for the communication to be fully secure If SRTP is checked the voice stream always goes through the server If the IP phone is behind NAT UDP will be used even if TLS and SRTP are checked since TLS cannot penetrate NAT IP Phone Configuration vs Enterprise Manager configuration SIP calls from one Altigen server to another go through a SIP Tie Trunk Configuring TLS
602. y Codec C6711 Only A Server ID Length 1 v IP Device Range Global Server Location om n ode Pipe ID Name Master Status yo lesliexia YES Active j 172 31 255 255 6711 Only NA 10 255 255 255 6711 Only NA 2 Add IP Device Range Lx From 10 10 5 10 To 10 10 5 10 Codec ExchPrefer A oK cancel Er Add Edit Remove Launch Admin Figure 21 Associating your Exchange codec profile to the IP address of Exchange Server 6 Click the Add button in the IP Device Range panel 7 Select the codec profile you just created specifically for Exchange 8 Enter the IP address of the Exchange Server in both the From and To fields Be sure that this IP address does not fall into any other device range Check the IP Codec tab and the IP Dialing Table tab If it does reset that range into two ranges one that ends just before the Exchange Server s IP address and one that starts just after the Exchange Server s IP address 9 In MaxAdmin go to PBX gt Voice Mail Configuration In the Exchange Integration panel select Bridged Access to Exchange 2007 or Native VM Integration with Exchange 2007 Exchange Integration C Disabled Exchange 2003 2007 Client Access Server Synchronize with Exchange 2003 2007 mai2 altigen com Bridged Access to Exchange 2007 Exchange 2007 Unified Messaging Server 7 Enable Synchronization Native WM Integration with Exc
603. y Relevant Audio Peripheral Activity Feature Profiles General Number Plan Business Hours Holiday System Speed Call Restriction r System ID r Country fio y fusa amp Canada y m Manager Extension penal 9 gt I Enable Distinctive Ring 2 x TF Enable Operator Call Priority Ringing r System Home Area Code 510 F Enable Workgroup Call Priority Ringing r Conference Bridge Option I End Conference If No Extensions Participating r System Main Number r System Call Park 2529712 Timeout Ring Backin f2 Minutes gt PRI Calling Number Play Greeting Phrase phraseD4D1 y Y Send initiater s ID in ONA and FWD call Operator Group Members Select an extension or group as operator Extension 100 a r 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 the same external database If you intend to create a multi site VoIP domain this number will also be the Server ID which is used and displayed in Enterprise Manager In a multi site VoIP domain each System ID Server ID must be unique and must be t
604. ymbols to collect from the Caller sequence ID or DID digits e None e or e Caller ID 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 151 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 162 MAXCS ACC 6 5 Administration Manual Chapter 12 Trunk Configuration IV Incoming sequence fit or y Caller ID y Hor y DID DNIS y None y Iv Or DID DNIS y None None v None gt None y Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID DNIS incoming sequence window How to collect Caller ID and DID Max seconds before the first digit E seconds y Max seconds between digits fi second y IV Incoming sequence
605. you are opting to use Exchange 2007 s Speech Enabled Voice Mail features or Unified Messaging Exchange 2007 Server and AltiServ need to be installed on the same domain with a network throughput rate of no less than 100 Mbps MAXCS ACC 6 5 Administration Manual 83 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 the chapter Microsoft Exchange Integration on page 377 You may choose an option when you install AltiServ and you may change the option later without having to shut down AltiServ Parameter Description Disabled Disables Exchange integration Synchronize with Allows a two way synchronization between a user s Altiserv Exchange 2003 2007 voice mail and the user s Outlook readable mail messages with their attached wav files in the user s inbox When e mails or voice mails are deleted from one server they are automatically deleted from the other server as well This is what previous AltiGen releases have offered If you choose this option type in the Exchange 2003 2007 Client Access Server IP address or DNS name Bridged Access to Through bridged access integration via a SIP connection Excha
606. ys a recording beep to alert the parties that the conversation is being recorded Note e 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 e The recording setting at Extension Configuration only applies to non workgroup calls The recording setting at 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 Physical Location and Type You can change the extension s type and location Type Physical Extension Virtual Extension P Extension 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 200 For information about IP extension configuration see Setting Up IP Extensions on page 225 Assigning a Location to a Physical Extension When changing a virtual extension to a physical extension the
607. ysical r Personal Information 101 IPfAgent Gil First Name Enterprise Last Name Desk 102 IPfAgent Jim Marketi 11 re 103 IP Global Ca Password Department J 104 Physicall Jim Marketi ares i YO OoOo 105 Phy i a i einen Description DID Number i Eee Pr Language Default Language v Transmitted CID J sical Ali 103 Vitual Da Feature Profile 1 limited y E911 CID y 110 Physical Sal Engine P 111 Physicall Gil I Enable Dial By Name V Enable Intercom IV Agent 112 Physical Mo 112 Remote Ti Account Code p Call Recording Options i te a 7 Enable Forced Account Code License Assignment Concurrent Session 115 Remote Jer To Non Workgroup call 116 Virtual lan E Disable hd 119 Remot Jef econ HoOfT1O calle 122 Virtual Te JS For Long D nd oH outof 10 calls 123 VirtuallGl V0 Engines I Block Account Code Display f cording tone Ha ua i ps r Type IP Extension wsicall Ac 2 A 153 VirtuallGl Ac Physical Extension Vv sta Extension M Gennes Voice Stream to Server 155 Remote 3T y Dynamic IP Address C Static IP Address 157 Physical Gil Virtual Extension 158 Physical Ell Logon IP Address 0 0 0 0 fits am P Extension YE Py pr l ee Home Media Server ID 01 X itua hes 0 161 Vituall Phi poet I Enable 3rd Party Sip Device 163 Virtual AT ji 165 Vitula Alli mesa a I Enable Fallba
608. ze voice mail between the AltiGen mail box and the Exchange server check the Enable Synchronization check box If you don t check this voice mail is not synchronized between the two message stores Native VM Integration with Exchange 2007 In this mode the AltiGen voice mailboxes are replaced by Exchange mailboxes Each user in MAXCS needs to have a mailbox in the Exchange server and each mailbox must be Unified Messaging UM enabled or the user will not be able to receive any voice mail Exchange 2007 with UM role only You can choose any of the three options while installing MAXCS 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 Make sure the following items are ready before Exchange integration is configured Note that AltiGen is not responsible for and cannot support installation of Microsoft Exchange Server To set up any kind of Exchange integration you need the following One Windows server for MAXCS loaded with MAXCS ACC 6 5 Administration Manual 377 Chapter 28 When Microsoft Exchange Integration Windows 2003 Server or Windows XP The MAX Communication Server ACC ACM 6 5 or above software Microsoft Outlook client eith

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