AltiWare ACM Administration Manual | AltiGen comm ACM 5.1 instruction

AltiWare™ ACM 5.1

Administration

Manual

7/2007 4413-0001-5.1

Image 1

AltiGen comm ACM 5.1 manual AltiWare ACM Administration Manual

Contents

AltiWare ACM Administration Manual Page Contents System Configuration Getting Around AltiWare Administrator 5.1 Auto Attendant Configuration Voice Mail ConfigurationMultilingual Configuration Call Recording Configuration Board Configuration Application Extension ConfigurationTrunk Configuration 147 Out Call Routing Configuration Call Routing ConfigurationExtension Configuration AltiGen IP Phone Configuration 233 Setting Up IP ExtensionsMobile Extension Configuration 239 Hunt Group Configuration Line Park Configuration Paging Group ConfigurationWorkgroup Configuration Network Configuration Guidelines for VoIP 315 Managing and Using MeetMe Conference System Report Management Enterprise VoIP Network Management 323Microsoft Exchange Integration Tapi Integration Required Service Parameters E1-R2 and E1 Isdn PRI InstallationsTechnical Support & Product Repair Services Tools and Applications 387 Index Troubleshooting Xii AltiWare 5.1 Administration Manual Related Publications About This Manual AltiWare ACM 5.1 Administration Manual Technology Enhancements in Release OverviewSIP Implementation Replaces Dina Manager and IP Dialing Table in 5.0A Multi-Site Enterprise Management AltiEnterprise Manager Multi-Chassis Gateway Support Voice Processing New Features and EnhancementsCapacity Improvements PBX Capacity Call Center New Features and Enhancements PBX New Features and EnhancementsClient Application New Features and Enhancements Supervisor Coaching IPTalk Enhancements IP Phone New Features and Enhancements IP600, IP710, IP705AltiAgent AltiSupervisor IP PBX Features Key System Features Overview Overview Automatic Call Distribution Features Real Time Monitoring Overview Voice Mail Features Auto Attendant AA Features Internet Integration Features System and Administration Features Voice over IP Features Multi-Site VoIP Management AltiEnterprise Manager Optional Add-On Software Overview AltiWare ACM 5.1 Administration Manual For AltiWare Administrator Software Installation & License RegistrationMinimum System Requirements Supported Operating Systems For AltiWare 5.1 Client Applications CPU, Memory, and HDD RequirementsFor Online Help Number Triton or Quantum Boards per YES Preparation for Installation Upgrading from 5.0A to Upgrade and Migration Path Migrating from ACC 5.1 to ACM About License Keys and the System Key Dealer Installation ID License Activation and Registration Procedures When the System Has an Internet Connection Click the Proceed to Online Registration button Software Installation & License Registration Software Installation & License Registration Software Installation & License Registration When the System Has No Internet Connection Software Installation & License Registration Software Installation & License Registration Software Installation & License Registration Software Installation & License Registration Uninstalling AltiWare Installing AltiWare Admin on a Network ClientTroubleshooting Error Messages Registering Online Without AltiWare Admin Through Control Panel System Environment Path Through Control Panel SystemPage Logging In and Out Getting Around AltiWare Administrator AltiWare Administrator Main Window Changing the PasswordServices Main Menu Quick Access Toolbar Status Bar View WindowsBoards View Window Boards window Extension View Window Trunk View window Trunk View Window Workgroup View Window Call Log View Window Top part of the window Current Resource Statistics WindowMiddle part of the window Setting the Refresh Interval Stopping the AltiGen Switching ServiceBottom part of the window Max Packet Loss Rate-the Programs Available from the Windows Start Menu Select System System Configuration System Configuration Parameter Description System ID Setting General ParametersCountry Parameter Description Manager Extension Timeout, Ring BackDistinctive Ring System Home Area Code Parameter Description Operator Extension Setting a System Number PlanGroup Members Call Supervision Parameter Description Default PasswordExtension Number Length Length Did NumberDialed Digit Translator Parameter Description First Digit Translator Configuration Parameter Description Extension Dialed Digit Translator First Digit Change 9 to the Route Access code and configureAssignment Outcall Routing table Setting Business Hours Parameter Description Day System Configuration, Business Hours tab Parameter Description AM and PM Schedules Routing Calls on Holidays To create a Holiday Profile To update the date of annual holidays Configuring System Speed DialingTo set call routing Adding Speed Dial Entries System Configuration, System Speed tab Editing Speed Dial Entries Defining System Call Restrictions Blocking Calls to Area Codes from All Extensions Setting Local/Toll Free Area Codes Locking Attacked Extensions Setting 10-Digit Dialing Area CodesBlocking All Outgoing Calls Enabling Hop Off for Tie Trunks Creating Account Codes Setting up Call ReportsAdding and Deleting Account Codes System Configuration, Call Reports tab Internal Database Configuration Internal Log Service Exporting Through a Local Port External Remote Logging of Call Data Setting Toll Call Prefixes Country-Relevant Settings Setting Emergency Numbers Audio Peripheral ConfigurationConfiguring Music On Hold and Recorded Announcements To configure music on hold Setting Greeting and Update PromptsPlaying Music from a File for Music On Hold RTP Resource Usage To play an update prompt every 60 seconds Configuring Overhead PagingTo configure overhead paging Check the Play Update Prompt Every 60 Seconds check box System Configuration System Configuration, Feature Profiles tab Feature Profiles Session Types To add a Feature Profile Multiple AltiGateways connected through a LAN Gateway Management System Gateway Management Managing AltiGateways Setting Parameters To add a gateway to the list Adding and Attaching a Gateway Detaching and Deleting a Gateway Changing Gateway ID and PasswordTo attach a gateway to the AltiServ system To delete a gateway from the Gateway Management window AltiGateway Configuration Tool log-in dialog box AltiGateway Configuration Tool Parameter Description Gateway Management AltiWare ACM 5.1 Administration Manual Select System Voice Mail Configuration Voice Mail ConfigurationManaging Messages Maximum Retry Setting Message Notification RetriesCount Retry Interval Setting Message Recording Options Setting Message Management OptionsSetting E-mail Messaging Options Synchronizing E-mail with Exchange Creating Distribution ListsPostmaster Ext Synchronize with Defining a Distribution List Voice Mail Configuration, Voice Mail Distribution List tabPage Planning Is Essential Auto Attendant Configuration Example AA Planning Adding Auto Attendants To add an AA beyond the first Editing Auto Attendants AA window Configuring Menu Items Action Description Collecting Digits Collect digits To use the Collect Digits action Phrase Management Using Pre-Recorded PromptsMaking Auto Attendant Assignments Phrase # Recording Custom Phrases from the AltiGen Phone Using Professionally Recorded PhrasesTo record a custom phrase To install professionally recorded phrases or prompts Configuration Overview Multilingual Configuration Storing Language Phrase Packages Creating Language Phrase Packages To add a language Configuring for a Multilingual System Enabling Multilingual Support in the Auto Attendant Select System Multilingual Configuration AA tab Extension User Can Change Language Setting Configuring the Extension To enable feature code #12 To configure feature code #12 for language selectionTo assign feature code #12 to an extension Check the Language Selection Prompt check box Select PBX In Call Routing Configuration Dnis Routing tab Using Dnis to Set the Language Which Language Will Be Used? Description of the Recorded File Name Call Recording Configuration To Enable and Configure Centralized Recording Configuring Call RecordingCheck the Enable Centralized Recording check box Using a Remote Shared Directory Map Network Drive This invokes the Add Network Place Wizard Click Next. You’ll see the screen below Add Network Place Wizard Internet/Network Address Confirmation screen Call Recording Configuration Application Extension Setup Application Extension Configuration Application Failover Plan To set up an application extension Readying the Application Application InformationPage Boards window AltiWare ACM 5.1 Administration Manual Board Configuration Board Configuration Reset Channel Group buttonReset Board button Board Info Using the Triton MeetMe Conference Board Using the Triton Resource BoardConfiguring the Quantum Board Configuring the Triton Analog Station Board Configuring the Triton VoIP Board Configuring the Triton Analog Trunk LS/GS and LS BoardsOverview Configuring the Board Configuring the Triton T1/E1 BoardConfiguration Overview of the Triton T1/E1 Board Triton T1/E1 Configuration dialog box T1 and E1 Configuration Reading the Status Messages Error Message Meaning Action Reading the Statistics Error Meaning Option Setting the Configurable Options T1/E1 Clocking Setting up Channels on the Triton T1/E1 BoardSystem Clock Master Selecting Span Types T1 PRI Protocol Configuration dialog box top half E1 PRI Protocol Configuration dialog box top half AT&T 4ESS PRI AT&T 5ESS PRI Setting the Isdn PRI Switch Mode E1 PRI PRI Isdn Numbering Plan dialog box Configuring an Isdn Numbering Plan Setting a TEI Setting the NSFChannel Maintenance Message PRI Calling Number Setting Setting PRI Calling Numbers Troubleshooting T1/E1-Common Symptoms Installing a Channel Service Unit CSU Configuring the Sipsp Board Configuring Virtual Boards Sipsp and H323SP H323 Configuration Configuring the H323SP Board Configuring the MAX Board MAX Board Configuration window Configuring the Virtual MobileExt Board Board Configuration AltiWare ACM 5.1 Administration Manual Trunks Out of Service Trunk ConfigurationChannel Identification Select PBX Trunk Configuration Opening the Trunk Configuration Window Selecting Trunks to Set Attributes Trunk Configuration, General tab Setting General Trunk Attributes Configuring One or Multiple Trunks Trunk Dialing Scheme-Overlap or En-bloc dialing Trunk Configuration Trunk Configuration SIP Tie Trunk Properties H323 Tie Trunk Properties SIP Trunk Properties Configuring a SIP Trunk SIP Trunk Configuration dialog box opens Dialing Delay Parameter Description T1 robbed-bit signaling ProtocolWink Start default Triton T1/E1 Trunk Properties Before the first Max. secondsDigit Between digits Sample Incoming Sequence window Caller ID and did Incoming Sequence Example Parameter Description Interface Type Triton Analog Trunk GS/LS PropertiesLoop Start Trunk Ground Start Trunk Parameter Description Incoming Ring Enable Dial ToneCaller ID Receiving Centrex Flash Receiver Parameter Description Tone DisconnectTransmission Gain Performing Impedance Match on Your Own Using the Match Impedance ButtonRx Level at 600 Ohms Clicking the Test Rx Level button. See Test Rx Level Match Result Button Measuring the Rx Level of a Trunk Channel If You Don’t Have the Milli-Watt Test Number If You Need to Improve the Rx Level Set the Timeout to Repeat Current Level Setting trunk In Call Routing to an AA Trunk Configuration Quantum Trunk Properties Quantum Trunk General ConfigurationLoop Start Ground Start DB Gain Receive from CO Parameter Description Transmit to CO Regular Trunk Calls Incoming Call RoutingWeb IP Calls Outgoing Call Blocking Trunk Configuration, Out Call Blocking tab Trunk Configuration AltiWare ACM 5.1 Administration Manual Step Routing Process Call Routing Configuration Adding and Deleting Caller ID Route Entries Caller ID Routing Defining Caller ID Routing Dnis Routing Defining Dnis Routing Adding and Deleting Dnis Route Entries Call Routing Configuration Page Using the trunk access code Out Call Routing ConfigurationUsing the route access code Configuring Out Call Routing Working with Route Definitions To create a route Setting Default RoutesTo delete a route Working on Dialing Patterns Out Call Routing Configuration, Default Routes tab To delete a dialing pattern To create a dialing pattern Dialing pattern configuration tips Configuration Example Solving 10-digit Dialing Out Call Routing Configuration Resolving Dialing Delay for Non-USA/Canada Countries Out Call Routing Configuration Page Select PBX Extension Configuration Extension Configuration About the Apply To Button Setting up ExtensionsTo add an extension Type in an Extension Number Setting Personal Information Numbers Letters Personal Call Recording Options Forced Account Code Changing the Type Physical Location and Type Assigning a Location to a Physical Extension Setting the Line PropertiesChanging the Location Quantum Line Properties Triton Analog Station Line Properties Signal Type None Caller ID SignalFormat Message Waiting Phone Display Options IP Extension Configuration To configure group options for an individual extension Configuring Group Options for an ExtensionAlti-IP 600 and IP 705 Phone Display Notes Adding or Removing Group Assignments Setting Wrap-up TimeTo set the extension wrap-up time Check the Allow Workgroup Wrap Up Time check box Setting Inter Call Delay Setting up Station Speed DialingPicking Up a Call from the Workgroup Queue Logging Outbound Workgroup Calls To add or edit an entry Setting the Mailbox Options SMTP/POP3 Setting Setting an Information-Only MailboxDisabling a Mailbox Synchronizing with Exchange Server Mail Forwarding Options Setting Message Playback OptionsPress 0 Option Setting Mailbox Capacities Setting Message Notification Options Emergency Notification Setting the Message Types for NotificationUnusual VM Activity Notification Urgent Voice Messages Only All Voice Messages Where Security Alerts Are Logged Setting Parameters for Unusual VM ActivityAdding security values to the registry Setting Notification Timing Setting the Type of NotificationOutcall to Cellular or PCS Phone Numbers Enabling Message Notification Setting Notification Business Hours Setting Call Restriction Options Configuring Calling RestrictionsNo Restrictions on Outcalls Setting Other Call Restrictions Setting Answering Options One Hop Limit to Call Forwarding for a Transferred Call Forwarding All CallsHop Limit to Call Forwarding for Direct Calls To Voice Mail To the Operator Do Not Disturb Handling Busy Calls Setting Call Waiting OptionsHandling Unanswered Calls Forward to Voice Mail Enabling One Number Access Configuring One Number Access Disabling One Number Access One Number Access Options Using a Password Verification Setting Caller ID VerificationCall Screening Specifying Forwarding Numbers Configuring a Monitor List Setting Up Monitor ListsRestrictions and Defaults To remove members To add members to the listClick Remove Page Concept of signaling and media channels Setting Up IP Extensions Signaling and media channel between two IP phones Setting Up IP Extensions Setting Up IP Extensions Setting an IP Extension For local IP phone deployment Setting VoIP Codec for IP Extension For remote IP phone deployment Page AltiGen IP Phone Configuration Debug Parameter Description General Setting Check the Reset IP Phone and Boot Download check boxesRegistry Keep-Alive Duration-Indicates how often a SIP AltiGen IP Phone Configuration Mable Parameter Description ProgramKeys Workgroup Copy From Button Apply To Button Mobile Extension Configuration To set up a Mobile Extension Board Setting Up a Mobile Extension Add/Remove Mobile Trunks dialog box appears Boards window with virtual MobileExt board displayed To set up a mobile extension ExtensionAnywhere Configuration MobileExt dialog box opens Mobile Trunk Allocation-select either Shared or Dedicated ExtensionAnywhere Configuration MobileExt dialog box Mobile Trunks dialog box Mobile Extension Board Configuration dialog box Mobile Extension Limitations Voice Mail for Mobile ExtensionsPage Hunt Group Configuration Setting Up Huntgroups Overview of Huntgroup Configuration Window To add a hunt group Establishing Basic Hunt Group AttributesTo set Group Information, type in the following Establishing Hunt Group Membership Setting Call RestrictionsTo add extensions to a hunt group Setting Login Status for System Restart Setting Hunt Group Mail ManagementTo remove extensions from a hunt group Huntgroup Configuration, Mail Management tab Setting E-mail Options Setting Mailbox Playback Options Huntgroup Configuration, Notification tab Setting the Type of Notification Setting Call Handling Options Forwarding options are as follows Setting a Hunt Group’s Call Distribution Rule Handling Calls when Group Members Are RNA/Logged Out Huntgroup Configuration, Queue Management tab Setting Queue Management Options To configure paging, select PBX Paging Group Configuration Paging Group Configuration Paging Group Configuration window To set up a Paging Group To remove members assigned to a Paging Group To add members to a Paging GroupPage Line Park Configuration Line Park Configuration window To set up a Line Park Group To delete a Line Park Group Page System Features Workgroup ConfigurationWorkgroup Functionalities Agent Desktop Application AltiAgent Agent’s Phone OperationSupervisor’s Phone Operation Supervisor’s Desktop Application AltiSupervisor Activity Logging and Reporting Overview of Workgroup Configuration Window Creating and Configuring Workgroups Establishing Basic Workgroup Attributes Setting Up WorkgroupsTo create a workgroup Service Level Threshold Method Options section, select one of the following Workgroup Recording Options Establishing Workgroup Membership To add extensions to a workgroup Workgroup Configuration, Group Member tab Skill Level dialog box To remove extensions from a workgroup Business Hour Workgroup Configuration, Business Hours tab Parameter Description After Hours Setting Up Skill Based RoutingNon-Workday Handling Workgroup Configuration, Skill Based Routing tab To define a skill for a workgroup Setting Rules for Skill Based RoutingTo set skill-based routing rules Exact Match Sklr of Incoming Call Equal or Higher than Sklr of Incoming Call Examples Setting Workgroup Mail Management Workgroup Configuration, Mail Management tab Setting Mailbox Playback Options Workgroup Configuration, Notification tab Voice Mail Access Option Setting the Type of Notification Setting Call Handling Options Group Voice Mail Workgroup Configuration, Call Handling tab Set RNA Agent Auto Logout Check Box Number of Rings Before Handling Setting IntraGroup Call DistributionSet RNA Agent Not Ready Check Box Announce Agent Info Enable Single Call Handling for Agents Inter Workgroup Call Distribution Queue Management Basic Queue Announcement Setting Queue Phrase Options Queue Overflow Forwarding Expected Wait Time SamplingTo set options for handling queue overflow Priority Promotion Quit Queue OptionSupervisor Queue Control Voice Mail Announcement Queue Management Advanced Menu Selection Use Default System Phrases Queue Position Expected Wait Time No Action Disconnect Queue Overflow Agent Logout Reason Codes Application Extension Queue Control Agent Logout Reason Configuration window MeetMe Conference Features Managing and Using MeetMe ConferenceHardware requirements MeetMe Conference Window Setting the MeetMe Conference ExtensionSelect PBX MeetMe Conference Management Working in the MeetMe Conference Window Creating a Meeting Using the Calendar Button One Time Only Meeting Monthly Meeting Weekly Meeting Mailing a Meeting Invitation Starting and Stopping a Meeting Modifying the E-mail TemplateContinuing a Meeting Beyond Its Duration Time Joining a Meeting Page ISP/Intranet Quality of Service QoS Network Configuration Guidelines for VoIPWAN Bandwidth Firewall Configuration WAN Router ConfigurationNetwork Using NAT Configuration Guidelines for NAT Network Configuration Guidelines for AltiGen IP PhonesPrivate Network Configuration Example For the Remote IP Phone Using NAT SetupFor the Corporate LAN For an H.323 IP Call from Another AltiWare on the Internet VPN Network Configuration ExampleFor the Branch office LAN Local Secure Group Router 1s SettingRemote Secure Group Remote Security Gateway Router 2s public IP address should be a fixed IP address Router 2s SettingPage Enterprise VoIP Network Management Understanding VoIP Bandwidth Requirements DomainAdmin gives you User name Password Login Domain Via ServerOpening AltiEnterprise Manager Configure Global Least Cost Routing Changing the AltiEnterprise Manager Password Setting VoIP Codec ProfilesConfiguration Buttons Tabs Displayed with the Servers Button Codec profile setting window in AltiEnterprise Manager Codec Codec Profile Table711/G.723/G.729 Silence Suppression RTP Packet Assigning Codec Profiles to IP AddressesLength ms To add IP addresses and address ranges and assign a codec Defining IP Networks Defining Your Network To define an address range Configuring a Public or Intranet Pipe Configuration example Configuring AltiServ Behind NAT Implementation details Defining the IP Dialing Table IP Dialing Table tab in AltiEnterprise Manager Server Name Server IDServer IP Address Remote Ext. Length Creating a Multi-site VoIP Domain Multi-site VoIP DomainPublish as a global Entry Click Create domain and join as master. a dialog box opens Check the Allow this server to be added to domain check box Declaring Additional Servers for the VoIP Domain Domain Name Working with Servers in the DomainServer ID Length Global Server Changing the Server ID Length Adding a Server to a VoIP DomainTo add a server to a VoIP domain Parameter Definition Rejoining a Server to the VoIP Domain Rejoin Managing Domain Users Scope of an Extension in the VoIP Domain Global System a Ext Domain Master System B System C Ext System a System B System C Scope Changing an Extension’s Scope from Local to GlobalLocal Conflict Situation 1 One Global and no conflict Changing an Extension’s Scope from Global to LocalSituation 2 One or more Global with conflict Ext System a System B System C Relocating a Global Extension Click Relocate Configuring Global Least Cost Routing Click the Global LCR Button To configure Global Least Cost Routing When Information May Be Out of Sync System Summary Report System Report Management IP Cumulative Traffic Statistics Parameter Description Packets Lost Resetting Cumulative StatisticsAverage Jitter Page Requirements Microsoft Exchange Integration To verify requirements, do the following, as necessary Windows Services window Under Log on as, select This account, and set Active Directory Users and Computers Window Exchange Server Configuration Go to Start Programs Microsoft Exchange System Manager Exchange System Manager Configuration Go to the Security tab and click Add Microsoft Exchange Integration Microsoft Exchange Integration To install Outlook 2000 to Corporate or Workgroup mode Installing Outlook 2000/2003 Client on the AltiWare System Outlook setup, Exchange Server Name and Mailbox Go to Start Control Panel Mail. Click the Mail Setup tab Select the Microsoft Exchange Server option, then click Next Mail Accounts Window To check the Outlook 2000 mode Outlook Options Outlook Services To configure an Outlook 2000 profile Enabling the Exchange Server To test the configuration Mail account configuration in Exchange Administrator Testing the Exchange Server Setup Enable Exchange Integration in AltiWare Admin To troubleshoot or double-check the server configuration Troubleshooting TipsTo check profiles To delete old profiles To gather trace files Application Settings groupPage To install AltiGen Tapi Proxy Server on the server Installing the Tapi Proxy ServerTapi Integration Install the AltiGen Tapi Service Provider on the Client Setting Up the ClientSet Up Phone and Modem Options Go to Start Settings Control Panel Phone and Modem Options Configuring phone and modem options Preferred line for calling section, select Phone Set Up Phone Dialer Making a Call in Microsoft Outlook Testing Tapi Service Provider on the Client System Tapi Integration To change Tapi Configuration Parameters Changing Tapi Configuration ParametersWindows, go to Control Panel Phone and Modem Options Tapi Integration AltiWare ACM 5.1 Administration Manual AltiGen Board Test Tools and ApplicationsPrograms AltiWare ACC/ACM Under Gateway Tools Under Utilities CT-Bus Test Tool Backup and Restore UtilityTo run the CT-Bus Test Tool Backing Up Files Scheduling BackupsTo back up files To restore backed up files To set backup schedulesRestoring Backed up Files AltiWare Admin & Extension Security Checker Checking Extension Security AltiWare Admin & Extension Security Checker To check extension security Trace Collector Start & Stop All AltiGen Services Main AltiWare Trace \AltiServ\log Following describes the fields in the Trace Collector Service Provider Log Dump System Configuration DataIP Phone Dump Stand-alone AltiGateway Trace Limitations To use the Voice File Converter Voice File Converter To use Configuration Reader Read Config Work/Hunt Group Converter Work/Hunt Group Converter Tools and Applications AltiWare ACM 5.1 Administration Manual E1 R2 CAS Installation E1-R2 and E1 Isdn PRI InstallationsChange the Configure Type to E1 Physical Layer Signaling Layer Set calling part category Country Signaling ValuesIncoming sequence DID/DNIS China MFC-R2 Ecuador MFC-R2 Mexico / Teléfonos de MFC-R2 Venezuela / Nacional Colombia MFC-R2 Ecuador MFC-LME MFC-R2 E1 Isdn PRI Installation Physical Layer Data Link layer Country Protocol Supported Message Setting Channel Maintenance Service Parameters/Request Information for T1 Required Service ParametersEquipment Information Technical Information for T1 with Voice Service Order Code Type of Registered Services ProvidedT1 Channel Assignment CSU/DSU Requirements Switch Type Service Parameters/Request Information for PRITechnical Information for PRI with Voice PRI Channel Assignment Technical Information for E1 with Voice Service Parameters/Request Information for E1E1 Channel Assignment For external VoIP connection through a firewall Network PortsGateway ID = Gateway ID=n Remote IP Phones Behind NATTo connect the following applications through a Firewall TCP Page How To Reach AltiGen Technical Support Technical Support & Product Repair ServicesTechnical Support Product Repair Technical Training for AdministratorsWho should attend? What do the courses cover? How can I register or where can I get more information? Page Troubleshooting VoIP-Common Symptoms and Solutions TroubleshootingPoor Voice Quality Cannot Make a Connection IP Resource Does Not Appear in Current Resource Statistics Index Dnis Master MAX ONA Page T1/PRI