Altigen-comm ACM 5.1 Manual de usuario

AltiWare™ ACM 5.1AdministrationManual4/2008 4413-0001-5.1

viii AltiWare 5.1 Administration ManualSetting the Type of Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290Setting Noti

Chapter 1: Gateway Management8 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 87CHAPTER6Voice Mail ConfigurationUse the Voice Mail Configuration window to control the following:• How the sy

Chapter 6: Voice Mail Configuration88 AltiWare ACM 5.1 Administration ManualFigure 1. Voice Mail Configuration, Messaging tabSetting Message Notifica

Chapter 6: Voice Mail ConfigurationAltiWare ACM 5.1 Administration Manual 89Setting Message Management OptionsSet voice mail message confirmation and

Chapter 6: Voice Mail Configuration90 AltiWare ACM 5.1 Administration ManualSynchronizing E-mail with ExchangeCreating Distribution ListsThe System D

Chapter 6: Voice Mail ConfigurationAltiWare ACM 5.1 Administration Manual 91Figure 2. Voice Mail Configuration, Voice Mail Distribution List tabDefin

Chapter 6: Voice Mail Configuration92 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 93CHAPTER7Auto Attendant ConfigurationThe auto attendant (AA) feature provides quick and courteous processing o

Chapter 7: Auto Attendant Configuration94 AltiWare ACM 5.1 Administration Manualrecord custom phrases, use pre-recorded phrases and use professionall

Chapter 7: Auto Attendant ConfigurationAltiWare ACM 5.1 Administration Manual 95To add an AA beyond the first 16:Click the AA Configuration button ,

AltiWare 5.1 Administration Manual ix CHAPTER 25Enterprise VoIP Network Management . . . . . . . . . . . . . . . . . . . .323Understanding VoIP Ban

Chapter 7: Auto Attendant Configuration96 AltiWare ACM 5.1 Administration ManualFigure 2. AA windowNote: You can check the Hide ‘No Action’ Items che

Chapter 7: Auto Attendant ConfigurationAltiWare ACM 5.1 Administration Manual 97• Fourth step—Set Call SKLR (Skill Level Requirement) for AltiWare AC

Chapter 7: Auto Attendant Configuration98 AltiWare ACM 5.1 Administration ManualCollecting DigitsWhen a caller selects the "Collect Digits"

Chapter 7: Auto Attendant ConfigurationAltiWare ACM 5.1 Administration Manual 99To use the Collect Digits action:1. Select the Adv. - Collect Digits

Chapter 7: Auto Attendant Configuration100 AltiWare ACM 5.1 Administration ManualMaking Auto Attendant AssignmentsOnce the AAs are set up, you can us

Chapter 7: Auto Attendant ConfigurationAltiWare ACM 5.1 Administration Manual 101Recording Custom Phrases from the AltiGen PhoneWhen you create custo

Chapter 7: Auto Attendant Configuration102 AltiWare ACM 5.1 Administration ManualTo install professionally recorded phrases or prompts:1. Assign a pr

AltiWare ACM 5.1 Administration Manual 9CHAPTER2Multilingual ConfigurationAltiWare ACM supports multiple language prompts (8 languages total) for trun

Chapter 2: Multilingual Configuration10 AltiWare ACM 5.1 Administration Manual• Enable the extension user to change the preferred language for the ex

Chapter 2: Multilingual ConfigurationAltiWare ACM 5.1 Administration Manual 11Configuring for a Multilingual SystemTo configure AltiWare as a multili

x AltiWare 5.1 Administration ManualSetting Up the Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380Install

Chapter 2: Multilingual Configuration12 AltiWare ACM 5.1 Administration ManualThe contents of the fields System phrase directory and Custom phrase di

Chapter 2: Multilingual ConfigurationAltiWare ACM 5.1 Administration Manual 13Configuring the ExtensionExtension users have a default language config

Chapter 2: Multilingual Configuration14 AltiWare ACM 5.1 Administration ManualTo configure feature code #12 for language selection:1. Check the Langu

Chapter 2: Multilingual ConfigurationAltiWare ACM 5.1 Administration Manual 15Using DNIS to Set the LanguageIf your company has multiple phone number

Chapter 2: Multilingual Configuration16 AltiWare ACM 5.1 Administration ManualSee “DNIS Routing” on page 177 for rules and restrictions on routing us

AltiWare ACM 5.1 Administration Manual 17CHAPTER3Call Recording ConfigurationThis chapter is relevant only if your system is using the AltiWare ACM ed

Chapter 3: Call Recording Configuration18 AltiWare ACM 5.1 Administration Manual• trk(bbcc) for an inbound trunk call without caller ID. bb is the bo

Chapter 3: Call Recording ConfigurationAltiWare ACM 5.1 Administration Manual 19Important: If you are using FTP protocol, the FTP server must be inst

Chapter 3: Call Recording Configuration20 AltiWare ACM 5.1 Administration Manual1. From the desktop, select Map Network Drive from the Tools menu.Fig

Chapter 3: Call Recording ConfigurationAltiWare ACM 5.1 Administration Manual 21Figure 4. Add Network Place Wizard3. Click Next. You’ll see the scree

AltiWare 5.1 Administration Manual xiAPPENDIX ETroubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .431Trouble

Chapter 3: Call Recording Configuration22 AltiWare ACM 5.1 Administration ManualFigure 6. Add Network Place Wizard - Internet/Network Address5. Type

Chapter 3: Call Recording ConfigurationAltiWare ACM 5.1 Administration Manual 23Figure 8. Confirmation screen7. Click Finish. The network place you c

Chapter 3: Call Recording Configuration24 AltiWare ACM 5.1 Administration ManualFigure 10. Recording Configuration Window

AltiWare ACM 5.1 Administration Manual 25CHAPTER4Application Extension ConfigurationThe application extension is an extension pilot number that allows

Chapter 4: Application Extension Configuration26 AltiWare ACM 5.1 Administration ManualFigure 1. Application Extension Configuration windowTo set up

Chapter 4: Application Extension ConfigurationAltiWare ACM 5.1 Administration Manual 27• AA—select the auto attendant number to use in the drop-down

Chapter 4: Application Extension Configuration28 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 123CHAPTER11Board ConfigurationThis chapter shows how to configure AltiGen telephony boards:• Triton Resource B

Chapter 11: Board Configuration124 AltiWare ACM 5.1 Administration ManualDouble-click the board you want to configure, and a Board Configuration wind

Chapter 11: Board ConfigurationAltiWare ACM 5.1 Administration Manual 125Important: To implement some board configuration changes, you must shut down

xii AltiWare 5.1 Administration Manual

Chapter 11: Board Configuration126 AltiWare ACM 5.1 Administration Manual• For Quantum boards in a Windows 2000 system, the valid physical board IDs

Chapter 11: Board ConfigurationAltiWare ACM 5.1 Administration Manual 127Configuring the Triton Analog Trunk LS/GS and LS BoardsThe Triton Analog Tru

Chapter 11: Board Configuration128 AltiWare ACM 5.1 Administration ManualConfigurationDouble-click the TritonIP board in the Boards window to open th

Chapter 11: Board ConfigurationAltiWare ACM 5.1 Administration Manual 129You can configure the board type: either T1 or E1 to run T1 CAS, T1 PRI, or

Chapter 11: Board Configuration130 AltiWare ACM 5.1 Administration ManualFigure 8. Triton E1 configuration dialog boxReading the Status MessagesIf th

Chapter 11: Board ConfigurationAltiWare ACM 5.1 Administration Manual 131Reading the StatisticsThe Statistics panel displays the number of errors tha

Chapter 11: Board Configuration132 AltiWare ACM 5.1 Administration ManualNote: For ideally synchronized systems, Transmit and Receive Frame Slips cou

Chapter 11: Board ConfigurationAltiWare ACM 5.1 Administration Manual 133T1/E1 ClockingDepending on the configuration of the T1/E1 boards and span fo

Chapter 11: Board Configuration134 AltiWare ACM 5.1 Administration ManualFigure 9. T1 PRI Protocol Configuration dialog box (top half)Figure 10. T1 C

Chapter 11: Board ConfigurationAltiWare ACM 5.1 Administration Manual 135Figure 11. E1 PRI Protocol Configuration dialog box (top half)Figure 12. E1

AltiWare ACM 5.1 Administration Manual 1About This ManualThis guide is designed for dealers, administrators, and technicians who are responsible for

Chapter 11: Board Configuration136 AltiWare ACM 5.1 Administration ManualSetting the ISDN PRI Switch ModeIf you select a Span Type of Regular ISDN PR

Chapter 11: Board ConfigurationAltiWare ACM 5.1 Administration Manual 137If you select a Span Type of Regular ISDN PRI or Custom ISDN PRI in the E1 P

Chapter 11: Board Configuration138 AltiWare ACM 5.1 Administration ManualConfiguring an ISDN Numbering PlanThe ISDN Numbering Plan button in the Prot

Chapter 11: Board ConfigurationAltiWare ACM 5.1 Administration Manual 139• Numbering Plan:– Unknown– ISDN– National– PrivateThe setting Unknown is us

Chapter 11: Board Configuration140 AltiWare ACM 5.1 Administration ManualSetting PRI Calling NumbersA PRI Calling Number Setting in the bottom half o

Chapter 11: Board ConfigurationAltiWare ACM 5.1 Administration Manual 141If AltiServ detects the Calling Number is not accepted by the Carrier, it wi

Chapter 11: Board Configuration142 AltiWare ACM 5.1 Administration ManualConfiguring Virtual Boards SIPSP and H323SPA VoIP connection typically consi

Chapter 11: Board ConfigurationAltiWare ACM 5.1 Administration Manual 143The number of configured channels and licensed channels are displayed. AltiS

Chapter 11: Board Configuration144 AltiWare ACM 5.1 Administration ManualConfiguring the MAX BoardThe MAX Server is a telecom appliance that consists

Chapter 11: Board ConfigurationAltiWare ACM 5.1 Administration Manual 145• For information on configuring the T1/E1 trunk, see “Triton T1/E1 Trunk Pr

2 AltiWare ACM 5.1 Administration Manual

Chapter 11: Board Configuration146 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 147CHAPTER12Trunk ConfigurationTrunk attributes and parameters are set using the Trunk Configuration window. Th

Chapter 12: Trunk Configuration148 AltiWare ACM 5.1 Administration ManualFigure 1. Channel Information box Opening the Trunk Configuration WindowTo o

Chapter 12: Trunk ConfigurationAltiWare ACM 5.1 Administration Manual 149The Trunk Configuration window opens:Figure 3. Trunk Configuration, General

Chapter 12: Trunk Configuration150 AltiWare ACM 5.1 Administration ManualConfiguring One or Multiple TrunksTo customize trunk characteristics, you wo

Chapter 12: Trunk ConfigurationAltiWare ACM 5.1 Administration Manual 151Important: If a trunk is in the hunt group of your company main number and y

Chapter 12: Trunk Configuration152 AltiWare ACM 5.1 Administration Manual• Overlap - Transmitting dialed DTMF digits to the CO without buffering digi

Chapter 12: Trunk ConfigurationAltiWare ACM 5.1 Administration Manual 153transmit any data to the CO, the system will use DTMF as a way to transmit [

Chapter 12: Trunk Configuration154 AltiWare ACM 5.1 Administration ManualH323 Tie Trunk PropertiesTo open a trunk configuration dialog box for an H32

Chapter 12: Trunk ConfigurationAltiWare ACM 5.1 Administration Manual 155SIP Trunk Properties Traditionally telecom trunks are from your local carrie

AltiWare ACM 5.1 Administration Manual 3CHAPTER1OverviewAltiWare is AltiGen’s system software targeted for the small to midsize business and contact c

Chapter 12: Trunk Configuration156 AltiWare ACM 5.1 Administration ManualThe SIP Trunk Configuration dialog box opens:Figure 5. SIP Trunk Configurati

Chapter 12: Trunk ConfigurationAltiWare ACM 5.1 Administration Manual 157Triton T1/E1 Trunk PropertiesTo open a configuration dialog box for a Triton

Chapter 12: Trunk Configuration158 AltiWare ACM 5.1 Administration ManualNote: In order for back-to-back T1 and tie trunk T1 configurations to perfor

Chapter 12: Trunk ConfigurationAltiWare ACM 5.1 Administration Manual 159Caller ID and DID Incoming Sequence ExampleThe following is an example of a

Chapter 12: Trunk Configuration160 AltiWare ACM 5.1 Administration ManualTriton Analog Trunk GS/LS PropertiesTo open a configuration dialog box for a

Chapter 12: Trunk ConfigurationAltiWare ACM 5.1 Administration Manual 161Incoming Ring Single—Default setting for North AmericaDouble—For countries u

Chapter 12: Trunk Configuration162 AltiWare ACM 5.1 Administration ManualTone DisconnectBusy tone (reorder tone, fast busy tone, error tone, and so o

Chapter 12: Trunk ConfigurationAltiWare ACM 5.1 Administration Manual 163Performing Impedance Match on Your OwnFor each individual analog trunk that

Chapter 12: Trunk Configuration164 AltiWare ACM 5.1 Administration ManualNote: If the Hybrid Echo Return Loss reading of a trunk is worse than -6 dB,

Chapter 12: Trunk ConfigurationAltiWare ACM 5.1 Administration Manual 1655. Click OK. The Rx Level measurement is displayed in the Diagnosis section

Chapter 1: Overview4 AltiWare ACM 5.1 Administration Manual• SIP Extension Home Gateway Assignment - This feature affects only multi-chassis installa

Chapter 12: Trunk Configuration166 AltiWare ACM 5.1 Administration ManualFigure 11. Setting the AA to play a prompt phrase 3. Set the Timeout to Repe

Chapter 12: Trunk ConfigurationAltiWare ACM 5.1 Administration Manual 167Figure 13. Setting trunk In Call Routing to an AA 5. Call from one trunk to

Chapter 12: Trunk Configuration168 AltiWare ACM 5.1 Administration ManualIf the reading is worse than -18 dB, you should contact your CO to adjust th

Chapter 12: Trunk ConfigurationAltiWare ACM 5.1 Administration Manual 169Quantum Trunk PropertiesThe Quantum board is a supported but discontinued bo

Chapter 12: Trunk Configuration170 AltiWare ACM 5.1 Administration ManualIncoming Ring TypeSingle—Default setting for North AmericaDouble—For countri

Chapter 12: Trunk ConfigurationAltiWare ACM 5.1 Administration Manual 171Transmit to CO (dB Gain)Slide setting adjusts the gain from the trunk to the

Chapter 12: Trunk Configuration172 AltiWare ACM 5.1 Administration ManualIncoming Call RoutingTo set incoming call routing for a trunk, select the tr

Chapter 12: Trunk ConfigurationAltiWare ACM 5.1 Administration Manual 173• Non WorkdaysWithin each of these three time slots, you have the following

Chapter 12: Trunk Configuration174 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 175CHAPTER13In Call Routing ConfigurationIn Call Routing rules determine how the system routes incoming trunk c

Chapter 1: OverviewAltiWare ACM 5.1 Administration Manual 5• Codec Profile - Multiple codec profiles with different settings can be created and appli

Chapter 13: In Call Routing Configuration176 AltiWare ACM 5.1 Administration ManualCaller ID RoutingWhen an incoming call comes through a trunk with

Chapter 13: In Call Routing ConfigurationAltiWare ACM 5.1 Administration Manual 177Defining Caller ID RoutingAfter adding an entry, you define it by

Chapter 13: In Call Routing Configuration178 AltiWare ACM 5.1 Administration ManualFigure 2. In Call Routing window, DNIS Routing tabAdding and Delet

Chapter 13: In Call Routing ConfigurationAltiWare ACM 5.1 Administration Manual 179Within each of these three time slots, you have the following rout

Chapter 13: In Call Routing Configuration180 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 181CHAPTER14Out Call Routing ConfigurationThere are two ways to initiate outbound dialing in an AltiGen PBX: •

Chapter 14: Out Call Routing Configuration182 AltiWare ACM 5.1 Administration ManualConfiguring Out Call RoutingTo configure out call routing, select

Chapter 14: Out Call Routing ConfigurationAltiWare ACM 5.1 Administration Manual 183Working with Route DefinitionsA route definition consists of a ro

Chapter 14: Out Call Routing Configuration184 AltiWare ACM 5.1 Administration ManualTo create a route 1. Click Add under the route definition list. T

Chapter 14: Out Call Routing ConfigurationAltiWare ACM 5.1 Administration Manual 185Click the Default Routes tab in the Out Call Routing Configuratio

WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently

Chapter 1: Overview6 AltiWare ACM 5.1 Administration ManualPBX New Features and Enhancements• Meet-Me Conference• MobileExt Enhancements:– Trunk prop

Chapter 14: Out Call Routing Configuration186 AltiWare ACM 5.1 Administration Manual• You would like to block a dialing pattern in addition to system

Chapter 14: Out Call Routing ConfigurationAltiWare ACM 5.1 Administration Manual 187Dialing pattern configuration tips• If a dialing pattern has mult

Chapter 14: Out Call Routing Configuration188 AltiWare ACM 5.1 Administration ManualConfiguration Example - Solving 10-digit DialingSituation: Compan

Chapter 14: Out Call Routing ConfigurationAltiWare ACM 5.1 Administration Manual 1893. On the Dialing Pattern tab, add two dialing patterns: “1214” a

Chapter 14: Out Call Routing Configuration190 AltiWare ACM 5.1 Administration ManualResolving Dialing Delay for Non-USA/Canada CountriesWhen installi

Chapter 14: Out Call Routing ConfigurationAltiWare ACM 5.1 Administration Manual 1913. On the Dialing Pattern tab of the Out Call Routing Configurati

Chapter 14: Out Call Routing Configuration192 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 193CHAPTER15Extension ConfigurationThe Extension Configuration window provides for creating extensions and sett

Chapter 15: Extension Configuration194 AltiWare ACM 5.1 Administration ManualThere are three types of extensions: • Physical Extensions are associate

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 195extension to all AltiServ systems within the VoIP domain, check the Glob

Chapter 1: OverviewAltiWare ACM 5.1 Administration Manual 7• When user clicks Delete All in call history, confirmation is requiredIPTalk Enhancements

Chapter 15: Extension Configuration196 AltiWare ACM 5.1 Administration ManualA valid password must be 4 to 8 digits (numbers or letters A-Z) in lengt

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 197• Enable Dial-By-Name—Select this box to allow incoming callers to searc

Chapter 15: Extension Configuration198 AltiWare ACM 5.1 Administration Manual• Auto record to central location—Records all calls, which are saved to

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 199Assigning a Location to a Physical ExtensionWhen changing a virtual exte

Chapter 15: Extension Configuration200 AltiWare ACM 5.1 Administration ManualConfigure the following hardware extension-specific features:Triton Anal

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 201Figure 3. Triton Analog Station Line Properties dialog boxConfigure the

Chapter 15: Extension Configuration202 AltiWare ACM 5.1 Administration ManualIP Extension ConfigurationSee “Setting Up IP Extensions” on page 225 for

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 203Note: For most phones, the number line can only display a number. If the

Chapter 15: Extension Configuration204 AltiWare ACM 5.1 Administration ManualFigure 4. Extension Configuration window, Group tabAdding or Removing Gr

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 205Setting Inter Call DelayThe Inter Call Delay can create time delay befor

Chapter 1: Overview8 AltiWare ACM 5.1 Administration ManualKey System FeaturesThe following sections list the key features of the AltiWare system.IP

Chapter 15: Extension Configuration206 AltiWare ACM 5.1 Administration ManualFigure 5. Extension Configuration, Speed Dialing tabEditing Speed Dial E

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 207To work with mailbox settings, select the extension number you want to w

Chapter 15: Extension Configuration208 AltiWare ACM 5.1 Administration Manual• Retrieve Voice Mail by Email Client—selected, this sends voice mail to

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 209Setting Mailbox CapacitiesYou can set various mailbox capacities with th

Chapter 15: Extension Configuration210 AltiWare ACM 5.1 Administration ManualIndividual users can also configure Message Notification within the Alti

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 211When the designated extension is notified, the system will play "Un

Chapter 15: Extension Configuration212 AltiWare ACM 5.1 Administration ManualSetting the Type of NotificationThere are four options for sending the n

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 213• Seconds after Answered—This field is set to 0 seconds and it is not co

Chapter 15: Extension Configuration214 AltiWare ACM 5.1 Administration ManualConfiguring Calling RestrictionsTo work with extension call restrictions

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 215Setting Other Call RestrictionsOther call restriction rules can deny or

Chapter 1: OverviewAltiWare ACM 5.1 Administration Manual 9Configurable Phone Display - the system administrator can configure the Caller ID, Name, o

Chapter 15: Extension Configuration216 AltiWare ACM 5.1 Administration ManualTo work with extension answering options, select the extension number fr

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 217• To an Extension—select an extension from the drop-down list.• To a Gro

Chapter 15: Extension Configuration218 AltiWare ACM 5.1 Administration ManualHandling Busy CallsYou have several options for handling calls while the

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 219• Forward to Line Park—use the drop-down list to select a Line Park grou

Chapter 15: Extension Configuration220 AltiWare ACM 5.1 Administration ManualTo configure ONA, select the extension number from the Agent/Supervisor/

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 221Call ScreeningWhen the Enable Call Screening option is checked, callers

Chapter 15: Extension Configuration222 AltiWare ACM 5.1 Administration ManualSetting Up Monitor ListsThe Monitor List tab provides for setting up lis

Chapter 15: Extension ConfigurationAltiWare ACM 5.1 Administration Manual 223To add members to the list1. From the Monitor Available list, select the

Chapter 15: Extension Configuration224 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 225CHAPTER16Setting Up IP ExtensionsThe AltiGen IP phone communicates with the system using SIP protocol to est

Chapter 1: Overview10 AltiWare ACM 5.1 Administration ManualIntercom Call - by pressing #93 on an analog phone, users can make an intercom call to an

Chapter 16: Setting Up IP Extensions226 AltiWare ACM 5.1 Administration ManualFigure 2. Signaling and media channel between two IP phonesSignaling Ch

Chapter 16: Setting Up IP ExtensionsAltiWare ACM 5.1 Administration Manual 227• SIP Extension Channel—Establishes a logical channel relationship with

Chapter 16: Setting Up IP Extensions228 AltiWare ACM 5.1 Administration ManualThe media channel implementation consists of the following elements:• C

Chapter 16: Setting Up IP ExtensionsAltiWare ACM 5.1 Administration Manual 229• Monitor Codec Usage—Viewing codec usage status.Setting an IP Extensio

Chapter 16: Setting Up IP Extensions230 AltiWare ACM 5.1 Administration Manualchassis has a Gateway ID. You need to assign an IP extension to a gatew

Chapter 16: Setting Up IP ExtensionsAltiWare ACM 5.1 Administration Manual 231For remote IP phone deploymentIf you do not enter the remote IP phone&a

Chapter 16: Setting Up IP Extensions232 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 233CHAPTER17AltiGen IP Phone ConfigurationAltiGen manufactures a series of IP phones. The system administrator

Chapter 17: AltiGen IP Phone Configuration234 AltiWare ACM 5.1 Administration ManualThe left side of the IP Phone Configuration window displays all t

Chapter 17: AltiGen IP Phone ConfigurationAltiWare ACM 5.1 Administration Manual 235TFTPLets you assign the TFTP server to which the IP phone can con

Chapter 1: OverviewAltiWare ACM 5.1 Administration Manual 11Personal Call Park and Pick Up - users can park calls at one station to be picked up at a

Chapter 17: AltiGen IP Phone Configuration236 AltiWare ACM 5.1 Administration ManualAfter setting parameters on the General tab, go to the tab that c

Chapter 17: AltiGen IP Phone ConfigurationAltiWare ACM 5.1 Administration Manual 237Parameter DescriptionProgram-mable KeysUse the drop-down list to

Chapter 17: AltiGen IP Phone Configuration238 AltiWare ACM 5.1 Administration ManualImportant: The configuration in AltiWare Administrator will overr

AltiWare ACM 5.1 Administration Manual 239CHAPTER18Mobile Extension ConfigurationIf your company has employees working at home or servicing customers

Chapter 18: Mobile Extension Configuration240 AltiWare ACM 5.1 Administration ManualMobile Extension DiagramA simulated physical board (MobileExt boa

Chapter 18: Mobile Extension ConfigurationAltiWare ACM 5.1 Administration Manual 241button. In the dialog box that appears, click the Add/Remove Mobi

Chapter 18: Mobile Extension Configuration242 AltiWare ACM 5.1 Administration Manual3. When you are finished adding channels as mobile trunks, restar

Chapter 18: Mobile Extension ConfigurationAltiWare ACM 5.1 Administration Manual 243Figure 4. Changing a virtual extension to a physical extension an

Chapter 18: Mobile Extension Configuration244 AltiWare ACM 5.1 Administration ManualFigure 5. ExtensionAnywhere Configuration - MobileExt dialog box•

Chapter 18: Mobile Extension ConfigurationAltiWare ACM 5.1 Administration Manual 245Figure 6. Mobile Trunks dialog box• In the Phrase panel, you have

Chapter 1: Overview12 AltiWare ACM 5.1 Administration ManualCall Queuing - places caller in a queue to wait until an ACD group member becomes availab

Chapter 18: Mobile Extension Configuration246 AltiWare ACM 5.1 Administration ManualFigure 7. Mobile Extension Board Configuration dialog box• Max Nu

Chapter 18: Mobile Extension ConfigurationAltiWare ACM 5.1 Administration Manual 247Voice Mail for Mobile ExtensionsWhen the mobile extension phone i

Chapter 18: Mobile Extension Configuration248 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 249CHAPTER19Hunt Group ConfigurationThe hunt group is a simple call distribution application for operator, call

Chapter 19: Hunt Group Configuration250 AltiWare ACM 5.1 Administration ManualThe Huntgroup Configuration window provides for creating hunt groups, s

Chapter 19: Hunt Group ConfigurationAltiWare ACM 5.1 Administration Manual 251To add a hunt group:1. Click the Add button under the Group List. The A

Chapter 19: Hunt Group Configuration252 AltiWare ACM 5.1 Administration ManualSetting Call RestrictionsThe call restriction rules on the General tab

Chapter 19: Hunt Group ConfigurationAltiWare ACM 5.1 Administration Manual 253Figure 2. Huntgroup Configuration, Group Member tab3. Select the extens

Chapter 19: Hunt Group Configuration254 AltiWare ACM 5.1 Administration ManualTo work with mail management settings, click the Mail Management tab, a

Chapter 19: Hunt Group ConfigurationAltiWare ACM 5.1 Administration Manual 255• Enable Mail Forwarding—selected, the user’s e-mail will be forwarded

Chapter 1: OverviewAltiWare ACM 5.1 Administration Manual 13• Assigning skill level requirement (SKLR) to caller• Assigning skill level (SKL) to agen

Chapter 19: Hunt Group Configuration256 AltiWare ACM 5.1 Administration ManualSetting Message Notification OptionsTo set notification options on new

Chapter 19: Hunt Group ConfigurationAltiWare ACM 5.1 Administration Manual 257Setting the Type of NotificationThere are four options for sending the

Chapter 19: Hunt Group Configuration258 AltiWare ACM 5.1 Administration Manual• Seconds after Answered—This field is set to 0 seconds and it is not c

Chapter 19: Hunt Group ConfigurationAltiWare ACM 5.1 Administration Manual 259Figure 5. Huntgroup Configuration, Call Handling tabHandling Busy Calls

Chapter 19: Hunt Group Configuration260 AltiWare ACM 5.1 Administration Manual• To a Group—select a group from the drop-down list.• To the Operator•

Chapter 19: Hunt Group ConfigurationAltiWare ACM 5.1 Administration Manual 261• Ring First Available Member—first available extension in a hunt group

Chapter 19: Hunt Group Configuration262 AltiWare ACM 5.1 Administration ManualSetting Queue Management OptionsIn the Queue Management tab of Huntgrou

AltiWare ACM 5.1 Administration Manual 263CHAPTER20Paging Group ConfigurationThe IP paging group is a group of IP phones that can receive station pagi

Chapter 20: Paging Group Configuration264 AltiWare ACM 5.1 Administration ManualFigure 1. Paging Group Configuration windowTo set up a Paging Group:1

Chapter 20: Paging Group ConfigurationAltiWare ACM 5.1 Administration Manual 265To add members to a Paging Group:1. On the Group Member tab of the Pa

Chapter 1: Overview14 AltiWare ACM 5.1 Administration ManualAuto Attendant (AA) FeaturesThe AA features provide quick and courteous processing of all

Chapter 20: Paging Group Configuration266 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 267CHAPTER21Line Park ConfigurationThe Line Park feature is a kind of call park method. The main differences be

Chapter 21: Line Park Configuration268 AltiWare ACM 5.1 Administration ManualFigure 1. Line Park Configuration windowTo set up a Line Park Group:1. I

Chapter 21: Line Park ConfigurationAltiWare ACM 5.1 Administration Manual 269• Play ring back tone if the call has not been prompted or answered—when

Chapter 21: Line Park Configuration270 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 29CHAPTER5Workgroup ConfigurationThe workgroup is an automatic call distribution (ACD) feature designed to enha

Chapter 5: Workgroup Configuration30 AltiWare ACM 5.1 Administration Manual• Agent ready/not-ready and wrap-up management• Allow supervisor to redire

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 31Activity Logging and Reporting• Workgroup and agent activity logging• Deta

Chapter 5: Workgroup Configuration32 AltiWare ACM 5.1 Administration Manual• Promoted call priority can carried be to another ACM system over VoIP ti

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 33Clicking the Apply to button pops up a list of all workgroups to which the

Chapter 1: OverviewAltiWare ACM 5.1 Administration Manual 15Making a Call from the Voice Mail System - allows users to make a call from within the Vo

Chapter 5: Workgroup Configuration34 AltiWare ACM 5.1 Administration Manual• DID Number—each workgroup can be assigned a DID number. This number does

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 35The Service Level Calculations Options button opens the following dialog b

Chapter 5: Workgroup Configuration36 AltiWare ACM 5.1 Administration Manual• Record on demand to extension VM—records calls on demand, which are save

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 37Figure 3. Workgroup Configuration, Group Member tabTo add extension(s) to

Chapter 5: Workgroup Configuration38 AltiWare ACM 5.1 Administration ManualFigure 4. Skill Level dialog box5. Click the desired Skill Level Index, th

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 39To set after-hours call handling, select the workgroup you want to work wi

Chapter 5: Workgroup Configuration40 AltiWare ACM 5.1 Administration ManualSetting Up Skill Based RoutingIf you want to set up skill-based routing, y

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 41The Skill Based Routing tab in the Workgroup Configuration window lets you

Chapter 5: Workgroup Configuration42 AltiWare ACM 5.1 Administration ManualNote: For the settings configured on the Skill Based Routing tab to take e

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 43type of call. For example, you can set a regular call's SKLR to 1 and

AltiWare 5.1 Administration Manual iContentsABOUT THIS MANUAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Related Publicat

Chapter 1: Overview16 AltiWare ACM 5.1 Administration ManualExchange Integration - provides message synchronization between AltiWare and a Microsoft

Chapter 5: Workgroup Configuration44 AltiWare ACM 5.1 Administration ManualExample 2: Coverage rule is Equal or Higher and Enable SKLR Escalation is

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 45Figure 8. Workgroup Configuration, Mail Management tabNote: You can use Ap

Chapter 5: Workgroup Configuration46 AltiWare ACM 5.1 Administration Manual– Delete Messages after Forward– Keep the Messages as New– Keep Messages a

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 47Press “0” OptionThis option allows a caller to press “0” while listening t

Chapter 5: Workgroup Configuration48 AltiWare ACM 5.1 Administration Manual• None—selected, the user is not notified with a call regarding newly rece

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 49Setting Notification TimingWhen notification is configured to an outside p

Chapter 5: Workgroup Configuration50 AltiWare ACM 5.1 Administration ManualTo work with workgroup call handling options, click the Call Handling tab

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 51Forwarding All CallsWhen you do not want the workgroup to handle any calls

Chapter 5: Workgroup Configuration52 AltiWare ACM 5.1 Administration ManualSet RNA Agent Not Ready Check BoxSelect this option to have the system aut

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 53– If the agent does not have wrap-up time configured, the idle time is cal

Chapter 1: OverviewAltiWare ACM 5.1 Administration Manual 17Monitor List - lets you configure an extension’s privilege to see other extension’s call

Chapter 5: Workgroup Configuration54 AltiWare ACM 5.1 Administration ManualInter Workgroup Call DistributionIn the case where an agent belongs to mul

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 55• You can build a layer of DTMF menu selection option in the Advanced queu

Chapter 5: Workgroup Configuration56 AltiWare ACM 5.1 Administration ManualQueue Position - When checked, the system will tell the caller which posit

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 57Quit Queue OptionThe quit queue feature gives a caller the option of leavi

Chapter 5: Workgroup Configuration58 AltiWare ACM 5.1 Administration ManualQueue Management - AdvancedWhen Advanced is selected on the Queue Manageme

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 591. Select any of the following check boxes:• Use Default System Phrases• Q

Chapter 5: Workgroup Configuration60 AltiWare ACM 5.1 Administration Manual• No Action • Disconnect 4. Click OK or Apply.Queue OverflowThe Queue Over

Chapter 5: Workgroup ConfigurationAltiWare ACM 5.1 Administration Manual 61Application Extension Queue ControlWhen you select Application Extension i

Chapter 5: Workgroup Configuration62 AltiWare ACM 5.1 Administration ManualFigure 17. Agent Logout Reason Configuration windowTo require logout reaso

AltiWare ACM 5.1 Administration Manual 305CHAPTER23Managing and Using MeetMeConferenceAltiWare provides two different types of conference bridges, Sta

Chapter 1: Overview18 AltiWare ACM 5.1 Administration ManualGlobal IP Dialing Table - The IP Dialing Table is configured in AltiEnterprise Manager. T

Chapter 23: Managing and Using MeetMe Conference306 AltiWare ACM 5.1 Administration ManualSetting the MeetMe Conference ExtensionBefore MeetMe Confer

Chapter 23: Managing and Using MeetMe ConferenceAltiWare ACM 5.1 Administration Manual 307This is the same application the clients use. Using this wi

Chapter 23: Managing and Using MeetMe Conference308 AltiWare ACM 5.1 Administration ManualUsing the Calendar ButtonThe Create Meeting and Modify Meet

Chapter 23: Managing and Using MeetMe ConferenceAltiWare ACM 5.1 Administration Manual 309Fill in the fields of the Create Meeting dialog box, and cl

Chapter 23: Managing and Using MeetMe Conference310 AltiWare ACM 5.1 Administration ManualWeekly MeetingIf you select Weekly from the Schedule drop-d

Chapter 23: Managing and Using MeetMe ConferenceAltiWare ACM 5.1 Administration Manual 3114. Select either On Date to specify a day of the month by n

Chapter 23: Managing and Using MeetMe Conference312 AltiWare ACM 5.1 Administration ManualModifying the E-mail TemplateYou can edit the e-mail templa

Chapter 23: Managing and Using MeetMe ConferenceAltiWare ACM 5.1 Administration Manual 313Joining a MeetingUsers calling from an extension can join a

Chapter 23: Managing and Using MeetMe Conference314 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 315CHAPTER24Network Configuration Guidelines forVoIPReal-time applications such as voice communications require

Chapter 1: OverviewAltiWare ACM 5.1 Administration Manual 19Optional Add-On SoftwareThe following software is optional:AltiConsole - a Windows-based

Chapter 24: Network Configuration Guidelines for VoIP316 AltiWare ACM 5.1 Administration Manual• If you have heavier data applications running concur

Chapter 24: Network Configuration Guidelines for VoIPAltiWare ACM 5.1 Administration Manual 317Network Configuration Guidelines for AltiGen IP Phones

Chapter 24: Network Configuration Guidelines for VoIP318 AltiWare ACM 5.1 Administration ManualFigure 1. AltiWare behind NATFigure 1 shows a private

Chapter 24: Network Configuration Guidelines for VoIPAltiWare ACM 5.1 Administration Manual 319No special configuration is needed for Router 2. Also,

Chapter 24: Network Configuration Guidelines for VoIP320 AltiWare ACM 5.1 Administration ManualWhen configuring the remote IP phones—IP Phone 3, IP P

Chapter 24: Network Configuration Guidelines for VoIPAltiWare ACM 5.1 Administration Manual 321Router 2's Setting Router 2's public IP addr

Chapter 24: Network Configuration Guidelines for VoIP322 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 323CHAPTER25Enterprise VoIP Network ManagementThe VoIP-related aspects of both single-server systems and multi-

Chapter 25: Enterprise VoIP Network Management324 AltiWare ACM 5.1 Administration ManualUnderstanding VoIP Bandwidth RequirementsBefore starting VoIP

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 325Opening AltiEnterprise ManagerTo open AltiEnterprise Manager,

Chapter 1: Overview20 AltiWare ACM 5.1 Administration Manual

Chapter 25: Enterprise VoIP Network Management326 AltiWare ACM 5.1 Administration Manual When multiple systems are added to the VoIP domain, all memb

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 327Configuration Buttons• Servers button displays the VoIP domai

Chapter 25: Enterprise VoIP Network Management328 AltiWare ACM 5.1 Administration ManualBy default, the following IP address ranges (private IP addre

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 329 Name the new profile, and click OK.Make your changes or addi

Chapter 25: Enterprise VoIP Network Management330 AltiWare ACM 5.1 Administration ManualAssigning Codec Profiles to IP AddressesYou can specify what

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 331To set IP address ranges and assign codec profiles to them, i

Chapter 25: Enterprise VoIP Network Management332 AltiWare ACM 5.1 Administration ManualTo set the codec for a connection among AltiGateways in the s

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 333 Defining Your NetworkIf you need to configure either bandwid

Chapter 25: Enterprise VoIP Network Management334 AltiWare ACM 5.1 Administration ManualTo define an address range1. Click the Add button in the IP N

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 335• It is recommended that you use 20ms frame size for G.711 an

AltiWare ACM 5.1 Administration Manual 21CHAPTER2Software Installation & LicenseRegistrationThis chapter briefly describes the installation proces

Chapter 25: Enterprise VoIP Network Management336 AltiWare ACM 5.1 Administration Manual Enter the Public IP address of the router in the Public IP A

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 337 Figure 2. IP Dialing Table tab in AltiEnterprise ManagerThe

Chapter 25: Enterprise VoIP Network Management338 AltiWare ACM 5.1 Administration ManualDefine the attributes for the entry:Parameter DescriptionServ

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 339The Multi-site VoIP DomainA group of AltiGen systems can form

Chapter 25: Enterprise VoIP Network Management340 AltiWare ACM 5.1 Administration ManualThe domain name is blank, and the server role is currently St

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 341 Declaring Additional Servers for the VoIP DomainAdditional s

Chapter 25: Enterprise VoIP Network Management342 AltiWare ACM 5.1 Administration Manual 6. Click Apply, then click Close.Repeat these steps for each

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 343Changing the Server ID LengthThe Server ID is used for the fo

Chapter 25: Enterprise VoIP Network Management344 AltiWare ACM 5.1 Administration ManualAfter you add a member server to the Domain, an entry is also

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 345A dialog box opens that requires you to input the slave serve

Chapter 2: Software Installation & License Registration22 AltiWare ACM 5.1 Administration Manual• Windows Server 2003• Windows XP ProfessionalFor

Chapter 25: Enterprise VoIP Network Management346 AltiWare ACM 5.1 Administration Manual When a global extension is added to a member system, this ex

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 347 You may see any of the following in the Scope column:• Globa

Chapter 25: Enterprise VoIP Network Management348 AltiWare ACM 5.1 Administration Manual 1. Extension 401 is created in System A for local purposes.

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 349 Changing an Extension’s Scope from Global to LocalIf you wan

Chapter 25: Enterprise VoIP Network Management350 AltiWare ACM 5.1 Administration Manual Note: After you make the change, extensions 403 and 404 can

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 351• Site B creates extension 1001. If extension 1001 is found i

Chapter 25: Enterprise VoIP Network Management352 AltiWare ACM 5.1 Administration ManualRelocating a Global Extension Using #27 on Analog Phone vs IP

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACM 5.1 Administration Manual 353• The target system needs to have the hop-off restriction ref

Chapter 25: Enterprise VoIP Network Management354 AltiWare ACM 5.1 Administration ManualTo edit an entry made to the Global Least Cost Routing table,

AltiWare ACM 5.1 Administration Manual 355CHAPTER26System Report ManagementAltiWare provides a System Summary report and an IP Cumulative Traffic Stat

Chapter 2: Software Installation & License RegistrationAltiWare ACM 5.1 Administration Manual 23Preparation for InstallationBefore you start inst

Chapter 26: System Report Management356 AltiWare ACM 5.1 Administration ManualThe system summary report displays:• Extension Summary—Configured exten

Chapter 26: System Report ManagementAltiWare ACM 5.1 Administration Manual 357The difference between the Current Resource Statistics window and the I

Chapter 26: System Report Management358 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 63CHAPTER6Microsoft Exchange IntegrationThis chapter provides step-by-step instructions for configuring the Mic

Chapter 6: Microsoft Exchange Integration64 AltiWare ACM 5.1 Administration ManualTo verify requirements, do the following, as necessary:1. To check

Chapter 6: Microsoft Exchange IntegrationAltiWare ACM 5.1 Administration Manual 65Figure 2. Service Startup options dialog boxc. Under “Log on as”, s

Chapter 6: Microsoft Exchange Integration66 AltiWare ACM 5.1 Administration Manual• Microsoft Exchange Message Transfer Agent• Microsoft Exchange Sys

Chapter 6: Microsoft Exchange IntegrationAltiWare ACM 5.1 Administration Manual 67Figure 4. New Object UserExchange System Manager Configuration1. Go

Chapter 6: Microsoft Exchange Integration68 AltiWare ACM 5.1 Administration ManualFigure 6. Server Properties window, Exchange Manager3. Go to the Se

Chapter 6: Microsoft Exchange IntegrationAltiWare ACM 5.1 Administration Manual 69Figure 8. Server Properties, Select Users, Computers or Groups dial

Chapter 2: Software Installation & License Registration24 AltiWare ACM 5.1 Administration ManualUpgrade and Migration PathThe following diagram s

Chapter 6: Microsoft Exchange Integration70 AltiWare ACM 5.1 Administration ManualFigure 10. Selecting AltiGen Server from Select Users, Computers or

Chapter 6: Microsoft Exchange IntegrationAltiWare ACM 5.1 Administration Manual 71Figure 11. Server Properties, Security tab Installing Outlook 2000/

Chapter 6: Microsoft Exchange Integration72 AltiWare ACM 5.1 Administration ManualFigure 12. Outlook setup, Exchange Server Name and Mailbox3. In the

Chapter 6: Microsoft Exchange IntegrationAltiWare ACM 5.1 Administration Manual 73Figure 14. E-mail Account Setup4. Select the Microsoft Exchange Ser

Chapter 6: Microsoft Exchange Integration74 AltiWare ACM 5.1 Administration ManualFigure 16. E-mail Accounts Window6. If the values you entered for M

Chapter 6: Microsoft Exchange IntegrationAltiWare ACM 5.1 Administration Manual 75Figure 18. Outlook Options (2000)4. Click Reconfigure Mail Support

Chapter 6: Microsoft Exchange Integration76 AltiWare ACM 5.1 Administration ManualTo configure an Outlook 2000 profile1. Start Outlook 2000. Select S

Chapter 6: Microsoft Exchange IntegrationAltiWare ACM 5.1 Administration Manual 77To test the configuration1. Restart Outlook 2000 at least once. Tes

Chapter 6: Microsoft Exchange Integration78 AltiWare ACM 5.1 Administration Manualb. Go to the Exchange Server’s Global Address List, and for the Exc

Chapter 6: Microsoft Exchange IntegrationAltiWare ACM 5.1 Administration Manual 79Enable Exchange Integration in AltiWare AdminTo enable the Exchange

Chapter 2: Software Installation & License RegistrationAltiWare ACM 5.1 Administration Manual 2510. In the Setup Type dialog box, select the Upgr

Chapter 6: Microsoft Exchange Integration80 AltiWare ACM 5.1 Administration ManualIf any of these tests fail, consult the “Troubleshooting Tips” sect

Chapter 6: Microsoft Exchange IntegrationAltiWare ACM 5.1 Administration Manual 81– In the Application Settings group:• In Windows 2000, Scripts and

Chapter 6: Microsoft Exchange Integration82 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 83CHAPTER7TAPI IntegrationIf your office uses Microsoft Office Outlook, ACT!, or Goldmine—applications that let

Chapter 7: TAPI Integration84 AltiWare ACM 5.1 Administration ManualSetting Up the ClientSetting up the client involves:• Installing the AltiGen TAPI

Chapter 7: TAPI IntegrationAltiWare ACM 5.1 Administration Manual 85Figure 1. Configuring phone and modem options4. Select the Advanced Tab to config

Chapter 7: TAPI Integration86 AltiWare ACM 5.1 Administration Manualnumber, or password. You can reconfigure the client extension in the Device Detec

Chapter 7: TAPI IntegrationAltiWare ACM 5.1 Administration Manual 874. In the Line used for section, select the client extension in the Phone calls d

Chapter 7: TAPI Integration88 AltiWare ACM 5.1 Administration Manual1. Begin by setting up at least one contact. In Microsoft Outlook, select Go >

Chapter 7: TAPI IntegrationAltiWare ACM 5.1 Administration Manual 89Changing TAPI Configuration ParametersTo change TAPI Configuration Parameters1. I

ii AltiWare 5.1 Administration Manual CHAPTER 3Getting Around AltiWare Administrator 5.1 . . . . . . . . . . . . . . . . . 41Logging In and Out . .

Chapter 2: Software Installation & License Registration26 AltiWare ACM 5.1 Administration Manual5. Log in to Windows as a domain or local user ac

Chapter 7: TAPI Integration90 AltiWare ACM 5.1 Administration Manual

Chapter 29: Tools and ApplicationsAltiWare ACM 5.1 Administration Manual 387CHAPTER29Tools and ApplicationsAltiWare comes with the following tools an

388 AltiWare ACM 5.1 Administration ManualCT-Bus Test ToolThe CT-Bus Test Tool is a tool that detects one-way connection, cross talk, bad MVIP cable a

Chapter 29: Tools and ApplicationsAltiWare ACM 5.1 Administration Manual 389Backing Up FilesTo back up files1. Select the Backup icon to view the Bac

390 AltiWare ACM 5.1 Administration ManualTo set backup schedules1. In the System Data Management window, select the Schedule button to view the Backu

Chapter 29: Tools and ApplicationsAltiWare ACM 5.1 Administration Manual 3914. Using the Restore From drop-down list, select the day you want to rest

392 AltiWare ACM 5.1 Administration ManualLaunch the AltiWare Admin & Extension Security Checker from Start > All Programs > AltiWare ACC/AC

Chapter 29: Tools and ApplicationsAltiWare ACM 5.1 Administration Manual 393To check extension security1. Select the security characteristics you wan

394 AltiWare ACM 5.1 Administration ManualStart & Stop All AltiGen ServicesYou can start or stop all AltiGen services from the Windows Start menu:

Chapter 29: Tools and ApplicationsAltiWare ACM 5.1 Administration Manual 395The following describes the fields in the Trace Collector:Time Period for

Chapter 2: Software Installation & License RegistrationAltiWare ACM 5.1 Administration Manual 27All software must be registered, including AltiWa

396 AltiWare ACM 5.1 Administration Manual• System Configuration Data Collects system configuration data, including System, Extension, Trunk, AA confi

Chapter 29: Tools and ApplicationsAltiWare ACM 5.1 Administration Manual 397Runs Pump.exe to dump the Quantum (if it exists) DSP binary log, runs fmt

398 AltiWare ACM 5.1 Administration ManualVoice File ConverterThis tool converts phrase, greeting, and music files from .wav to AltiGen format and vic

Chapter 29: Tools and ApplicationsAltiWare ACM 5.1 Administration Manual 399Read ConfigRead Config (or Configuration Reader) is a tool that creates a

400 AltiWare ACM 5.1 Administration ManualWork/Hunt Group ConverterAltiWare’s Work/Hunt Group Converter allows you to convert workgroups to hunt group

Chapter 29: Tools and ApplicationsAltiWare ACM 5.1 Administration Manual 401– queue quit forward (returns to default value - to voice mail)– call dis

402 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 403APPENDIXAE1-R2 and E1 ISDN PRI InstallationsE1 R2 CAS InstallationThis section describes the configuration p

Appendix A: E1-R2 and E1 ISDN PRI Installations404 AltiWare ACM 5.1 Administration Manual2. In the Board Configuration window, double-click the chann

Appendix A: E1-R2 and E1 ISDN PRI InstallationsAltiWare ACM 5.1 Administration Manual 4055. In the Trunk Configuration window, click the Trunk Proper

Chapter 2: Software Installation & License Registration28 AltiWare ACM 5.1 Administration ManualWhen the System Has an Internet ConnectionTo acti

Appendix A: E1-R2 and E1 ISDN PRI Installations406 AltiWare ACM 5.1 Administration ManualTable 1. Signaling values, by countryCountry Signaling Value

Appendix A: E1-R2 and E1 ISDN PRI InstallationsAltiWare ACM 5.1 Administration Manual 407China MFC-R2 Set calling part category: 3[Assume no caller I

Appendix A: E1-R2 and E1 ISDN PRI Installations408 AltiWare ACM 5.1 Administration ManualEcuador MFC-R2 Set calling part category: 1[Assume no caller

Appendix A: E1-R2 and E1 ISDN PRI InstallationsAltiWare ACM 5.1 Administration Manual 409Mexico / Teléfonos de MexicoSet calling part category: 2[Ass

Appendix A: E1-R2 and E1 ISDN PRI Installations410 AltiWare ACM 5.1 Administration ManualPanamá / Nacional MFC-R2Set calling part category: 1[Assume

Appendix A: E1-R2 and E1 ISDN PRI InstallationsAltiWare ACM 5.1 Administration Manual 411Venezuela / Nacional MFC-R2Set calling part category: 1[Assu

Appendix A: E1-R2 and E1 ISDN PRI Installations412 AltiWare ACM 5.1 Administration ManualColombia MFC-R2 Set calling part category: 2[Assume no calle

Appendix A: E1-R2 and E1 ISDN PRI InstallationsAltiWare ACM 5.1 Administration Manual 413Ecuador MFC-LME Set calling part category: 2[The switch does

Appendix A: E1-R2 and E1 ISDN PRI Installations414 AltiWare ACM 5.1 Administration ManualPanamá / Nacional MFC-R2Set calling part category: 1[Assume

Appendix A: E1-R2 and E1 ISDN PRI InstallationsAltiWare ACM 5.1 Administration Manual 415E1 ISDN PRI InstallationThis section describes the configura

Chapter 2: Software Installation & License RegistrationAltiWare ACM 5.1 Administration Manual 294. In the License Key field of the Add License po

Appendix A: E1-R2 and E1 ISDN PRI Installations416 AltiWare ACM 5.1 Administration Manualc. In the next Board Configuration window, select E1 as the

Appendix A: E1-R2 and E1 ISDN PRI InstallationsAltiWare ACM 5.1 Administration Manual 4174. Select Regular ISDN PRI as the Span Type, and select the

Appendix A: E1-R2 and E1 ISDN PRI Installations418 AltiWare ACM 5.1 Administration ManualTable 2. Protocol & B Channel Maintenance Message Settin

AltiWare ACM 5.1 Administration Manual 419APPENDIXBRequired Service ParametersThis appendix identifies the recommended and supported parameters for T1

Appendix B: Required Service Parameters420 AltiWare ACM 5.1 Administration ManualDNIS, Caller ID:• DTMF (Dual Tone Multi-Frequency)Physical Terminati

Appendix B: Required Service ParametersAltiWare ACM 5.1 Administration Manual 421Service Parameters/Request Information for PRITo subscribe to PRI se

Appendix B: Required Service Parameters422 AltiWare ACM 5.1 Administration ManualService Parameters/Request Information for E1To subscribe to E1 serv

AltiWare ACM 5.1 Administration Manual 423APPENDIXCNetwork PortsIf AltiWare ACM 5.1 is behind a firewall/NAT router, you need to open TCP and UDP port

Appendix C: Network Ports424 AltiWare ACM 5.1 Administration ManualY1 = X1 + Total IP codec channels in GW1 x 2Gateway ID = 2 X2 = 49152 + 512 x 2Y2

Appendix C: Network PortsAltiWare ACM 5.1 Administration Manual 425• UDP 10060• UDP 30,000~31,000• TCP 10064

Chapter 2: Software Installation & License Registration30 AltiWare ACM 5.1 Administration ManualFor the Customer Information and Installer Inform

Appendix C: Network Ports426 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 427APPENDIXDTechnical Support & Product RepairServicesThis appendix describes:• AltiGen technical support p

Appendix D: Technical Support & Product Repair Services428 AltiWare ACM 5.1 Administration Manual• Number of boards in the system• Server brand a

Appendix D: Technical Support & Product Repair ServicesAltiWare ACM 5.1 Administration Manual 429• Unified messaging, utilizing TAPI, Microsoft C

Appendix D: Technical Support & Product Repair Services430 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 431APPENDIXETroubleshootingTroubleshooting VoIP—Common Symptoms and SolutionsThe following are some of the most

Appendix E: Troubleshooting432 AltiWare ACM 5.1 Administration Manual(Control) Protocol, a transport protocol for real-time applications used to tran

IndexAltiWare ACM 5.1 Administration Manual 433IndexSymbols#12, enabling, for language set-ting 107#27 to relocate global extension 352Numerics10 digi

Index434 AltiWare ACM 5.1 Administration Manual291, 292huntgroups 259Ccall accounting report 71call blocking, outgoing 173Call Center menu 43call cont

IndexAltiWare ACM 5.1 Administration Manual 435extension scope 346managing users 345master 339rejoining a server to 344relocating extension 350relocat

Chapter 2: Software Installation & License RegistrationAltiWare ACM 5.1 Administration Manual 31Note: All keys are case-sensitive.10. The next we

Index436 AltiWare ACM 5.1 Administration Manualadding a 251answer handling 260business hours 253busy call handling 259call handling 258configuration 2

IndexAltiWare ACM 5.1 Administration Manual 437tone-based 200voltage-based 200messagesmanaging 89recording options 89setting e-mail options 89setting

Index438 AltiWare ACM 5.1 Administration ManualQquality of service (QoS) 315Quantumline properties 199trunk properties 169Quantum boardtrunk seizure 1

IndexAltiWare ACM 5.1 Administration Manual 439workgroups 282skill-based routing 295SMTP service 89SMTP/POP3setting for extension 207softswitch archit

Index440 AltiWare ACM 5.1 Administration Manualsetting notification 209synchronizing with Exchange server 207voice mail activity notification, unusual

Chapter 2: Software Installation & License Registration32 AltiWare ACM 5.1 Administration Manual13. Return to the AltiWare system. In the License

Chapter 2: Software Installation & License RegistrationAltiWare ACM 5.1 Administration Manual 33When the System Has No Internet ConnectionTo regi

Chapter 2: Software Installation & License Registration34 AltiWare ACM 5.1 Administration Manual4. In the License Key field of the Add License po

Chapter 2: Software Installation & License RegistrationAltiWare ACM 5.1 Administration Manual 35Click Next when finished. 10. The next web page a

AltiWare 5.1 Administration Manual iiiGateway Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79Managing AltiGateways

Chapter 2: Software Installation & License Registration36 AltiWare ACM 5.1 Administration ManualClick Add More Keys to add more licenses, or clic

Chapter 2: Software Installation & License RegistrationAltiWare ACM 5.1 Administration Manual 37– obsolete licenses– not enough digits in license

Chapter 2: Software Installation & License Registration38 AltiWare ACM 5.1 Administration Manual16. Return to the AltiWare machine. In the Licens

Chapter 2: Software Installation & License RegistrationAltiWare ACM 5.1 Administration Manual 39Copy activation file failed. Activation file (exc

Chapter 2: Software Installation & License Registration40 AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 Administration Manual 41CHAPTER3Getting Around AltiWareAdministrator 5.1This chapter gives a brief overview of AltiWare Administrato

Chapter 3: Getting Around AltiWare Administrator 5.142 AltiWare ACM 5.1 Administration ManualTo log out, click the Logout button, or select Services

Chapter 3: Getting Around AltiWare Administrator 5.1AltiWare ACM 5.1 Administration Manual 43• SystemOpens windows where you can configure system set

Chapter 3: Getting Around AltiWare Administrator 5.144 AltiWare ACM 5.1 Administration ManualIP Phone. Opens the IP Phone Configuration window. Short

Chapter 3: Getting Around AltiWare Administrator 5.1AltiWare ACM 5.1 Administration Manual 45Figure 3. Boards window Click on any column head to sort

iv AltiWare 5.1 Administration ManualConfiguring Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Using a Re

Chapter 3: Getting Around AltiWare Administrator 5.146 AltiWare ACM 5.1 Administration ManualThe Reset button resets the selected extension to the id

Chapter 3: Getting Around AltiWare Administrator 5.1AltiWare ACM 5.1 Administration Manual 47Call Log View WindowThe Call Log View window displays th

Chapter 3: Getting Around AltiWare Administrator 5.148 AltiWare ACM 5.1 Administration Manual• Unstaff—the number of agents who are logged out from t

Chapter 3: Getting Around AltiWare Administrator 5.1AltiWare ACM 5.1 Administration Manual 49• Total Packet Loss Rate—the ratio of total number of lo

Chapter 3: Getting Around AltiWare Administrator 5.150 AltiWare ACM 5.1 Administration ManualPrograms Available from the Windows Start MenuSeveral Al

AltiWare ACM 5.1 Administration Manual 51CHAPTER4System ConfigurationThe System Configuration window provides for configuring the AltiWare ACC/ACM sys

Chapter 4: System Configuration52 AltiWare ACM 5.1 Administration ManualSetting General ParametersUse the General tab in the System Configuration win

Chapter 4: System ConfigurationAltiWare ACM 5.1 Administration Manual 53Manager ExtensionSelect the system manager’s extension number. The system man

Chapter 4: System Configuration54 AltiWare ACM 5.1 Administration ManualSetting a System Number PlanThe system number plan defines the extension digi

Chapter 4: System ConfigurationAltiWare ACM 5.1 Administration Manual 55To set the number plan, select System > System Configuration, then click t

AltiWare 5.1 Administration Manual vIf You Don’t Have the Milli-Watt Test Number . . . . . . . . . . . . . . . . . . . . . 165Quantum Trunk Properti

Chapter 4: System Configuration56 AltiWare ACM 5.1 Administration ManualDID Number LengthThe number of digits needed to match a DID (Direct Inward Di

Chapter 4: System ConfigurationAltiWare ACM 5.1 Administration Manual 57First Digit Translator ConfigurationFigure 3. Single Digit RoutingTo set up a

Chapter 4: System Configuration58 AltiWare ACM 5.1 Administration ManualExtension Dialed Digit TranslatorNote: This feature is intended for, but not

Chapter 4: System ConfigurationAltiWare ACM 5.1 Administration Manual 593. (optional) From the Non members list, you may select an IP extension that

Chapter 4: System Configuration60 AltiWare ACM 5.1 Administration ManualSetting Business HoursThe Business Hours tab contains group boxes for setting

Chapter 4: System ConfigurationAltiWare ACM 5.1 Administration Manual 61To access the Business Hours settings, select System > System Configuratio

Chapter 4: System Configuration62 AltiWare ACM 5.1 Administration ManualRouting Calls on HolidaysYou can create special routes for incoming DNIS and

Chapter 4: System ConfigurationAltiWare ACM 5.1 Administration Manual 63Figure 6. System Configuration, Holiday tabMultiple Holiday Profiles can be c

Chapter 4: System Configuration64 AltiWare ACM 5.1 Administration ManualThe holiday you added appears in the Holiday list. Additional holidays you cr

Chapter 4: System ConfigurationAltiWare ACM 5.1 Administration Manual 65Figure 7. System Configuration, System Speed tabAdding Speed Dial EntriesTo a

vi AltiWare 5.1 Administration ManualSetting the Message Types for Notification. . . . . . . . . . . . . . . . . . . . . . . 210Emergency Notificati

Chapter 4: System Configuration66 AltiWare ACM 5.1 Administration ManualEditing Speed Dial EntriesTo edit an entry, double-click the number you want

Chapter 4: System ConfigurationAltiWare ACM 5.1 Administration Manual 67Figure 9. System Configuration, Call Restriction tabBlocking Calls to Area Co

Chapter 4: System Configuration68 AltiWare ACM 5.1 Administration ManualLocking Attacked ExtensionsIf a user enters eight consecutive invalid passwor

Chapter 4: System ConfigurationAltiWare ACM 5.1 Administration Manual 69Creating Account CodesAccount Codes let you enable or force users to assign i

Chapter 4: System Configuration70 AltiWare ACM 5.1 Administration Manual• How you want the system to manage an internal CDR database.• If CDR needs t

Chapter 4: System ConfigurationAltiWare ACM 5.1 Administration Manual 71External (Remote) Logging of Call DataAltiWare allows you to output CDR recor

Chapter 4: System Configuration72 AltiWare ACM 5.1 Administration ManualCountry-Relevant SettingsThe Country Relevant tab in the System Configuration

Chapter 4: System ConfigurationAltiWare ACM 5.1 Administration Manual 73Setting Emergency NumbersThe number in the Emergency Number field will have t

Chapter 4: System Configuration74 AltiWare ACM 5.1 Administration ManualConfiguring Music On Hold and Recorded AnnouncementsCallers will hear the mus

Chapter 4: System ConfigurationAltiWare ACM 5.1 Administration Manual 75RTP Resource UsageIn the event that AltiWare is controlling multiple AltiGate

AltiWare 5.1 Administration Manual viiDisabling a Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254Synchroni

Chapter 4: System Configuration76 AltiWare ACM 5.1 Administration ManualThere are a total of nine activity codes; the first six are pre-configured as

Chapter 4: System ConfigurationAltiWare ACM 5.1 Administration Manual 77Feature ProfilesSelect System > System Configuration, then click the Featu

Chapter 4: System Configuration78 AltiWare ACM 5.1 Administration ManualOther Features:#12 – Language Setting#38 – Outside Call Blocking#39 – Operato

AltiWare ACM 5.1 Administration Manual 1CHAPTER1Gateway ManagementThe softswitch architecture used in AltiWare release 5.1 allows multiple AltiGen ser

Chapter 1: Gateway Management2 AltiWare ACM 5.1 Administration ManualNote: AltiWare and AltiGateway servers have to be on the same LAN. Connecting an

Chapter 1: Gateway ManagementAltiWare ACM 5.1 Administration Manual 3Setting ParametersTo read or set parameters for a specific gateway, first select

Chapter 1: Gateway Management4 AltiWare ACM 5.1 Administration ManualAdding and Attaching a GatewayCaution! Always try to attach a gateway when call

Chapter 1: Gateway ManagementAltiWare ACM 5.1 Administration Manual 5To attach a gateway to the AltiServ system:1. Select the gateway you want to att

Chapter 1: Gateway Management6 AltiWare ACM 5.1 Administration ManualAltiGateway Configuration ToolThe configuration tool that opens when you click t

Chapter 1: Gateway ManagementAltiWare ACM 5.1 Administration Manual 7Status The status of the gateway: active, disconnected, initializing, resetting,