AltiGen comm ACM 5.1 guide

Chapter 13: In Call Routing Configuration

180AltiWare ACM 5.1 Administration Manual

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AltiGen comm ACM 5.1 manual

Contents

AltiWare ACM Administration Manual Page Contents Getting Around AltiWare Administrator 5.1 System Configuration Multilingual Configuration Voice Mail ConfigurationAuto Attendant Configuration Call Recording Configuration Trunk Configuration 147 Application Extension ConfigurationBoard Configuration Extension Configuration Call Routing ConfigurationOut Call Routing Configuration Mobile Extension Configuration 239 Setting Up IP ExtensionsAltiGen IP Phone Configuration 233 Hunt Group Configuration Workgroup Configuration Paging Group ConfigurationLine Park Configuration Managing and Using MeetMe Conference Network Configuration Guidelines for VoIP 315 Microsoft Exchange Integration Enterprise VoIP Network Management 323System Report Management Tapi Integration Technical Support & Product Repair Services E1-R2 and E1 Isdn PRI InstallationsRequired Service Parameters Tools and Applications 387 Troubleshooting Index Xii AltiWare 5.1 Administration Manual About This Manual Related Publications AltiWare ACM 5.1 Administration Manual SIP Implementation OverviewTechnology Enhancements in Release Multi-Site Enterprise Management AltiEnterprise Manager Replaces Dina Manager and IP Dialing Table in 5.0A Capacity Improvements Voice Processing New Features and EnhancementsMulti-Chassis Gateway Support PBX Capacity Client Application New Features and Enhancements PBX New Features and EnhancementsCall Center New Features and Enhancements Supervisor Coaching AltiAgent IP Phone New Features and Enhancements IP600, IP710, IP705IPTalk Enhancements AltiSupervisor Key System Features IP PBX Features Overview Overview Automatic Call Distribution Features Real Time Monitoring Overview Auto Attendant AA Features Voice Mail 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 Minimum System Requirements Software Installation & License RegistrationFor AltiWare Administrator Supported Operating Systems For Online Help CPU, Memory, and HDD RequirementsFor AltiWare 5.1 Client Applications Number Triton or Quantum Boards per Preparation for Installation YES Upgrade and Migration Path Upgrading from 5.0A to Migrating from ACC 5.1 to ACM About License Keys and the System Key License Activation and Registration Procedures Dealer Installation ID 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 Troubleshooting Error Messages Installing AltiWare Admin on a Network ClientUninstalling AltiWare Registering Online Without AltiWare Admin Through Control Panel System Through Control Panel System Environment PathPage Getting Around AltiWare Administrator Logging In and Out Services Changing the PasswordAltiWare Administrator Main Window Main Menu Quick Access Toolbar Boards View Window View WindowsStatus Bar Extension View Window Boards window Trunk View Window Trunk View window Call Log View Window Workgroup View Window Middle part of the window Current Resource Statistics WindowTop part of the window Bottom part of the window Stopping the AltiGen Switching ServiceSetting the Refresh Interval Max Packet Loss Rate-the Programs Available from the Windows Start Menu System Configuration Select System System Configuration Country Setting General ParametersParameter Description System ID Distinctive Ring Timeout, Ring BackParameter Description Manager Extension System Home Area Code Group Members Setting a System Number PlanParameter Description Operator Extension Call Supervision Extension Default PasswordParameter Description Number Length Dialed Digit Did NumberLength Translator Parameter Description First Digit Translator Configuration Parameter Description Extension Dialed Digit Translator Assignment Change 9 to the Route Access code and configureFirst Digit Outcall Routing table Setting Business Hours System Configuration, Business Hours tab Parameter Description Day Routing Calls on Holidays Parameter Description AM and PM Schedules To create a Holiday Profile To set call routing Configuring System Speed DialingTo update the date of annual holidays System Configuration, System Speed tab Adding Speed Dial Entries Defining System Call Restrictions Editing Speed Dial Entries Setting Local/Toll Free Area Codes Blocking Calls to Area Codes from All Extensions Blocking All Outgoing Calls Setting 10-Digit Dialing Area CodesLocking Attacked Extensions Enabling Hop Off for Tie Trunks Adding and Deleting Account Codes Setting up Call ReportsCreating Account Codes Internal Database Configuration Internal Log Service System Configuration, Call Reports tab External Remote Logging of Call Data Exporting Through a Local Port Country-Relevant Settings Setting Toll Call Prefixes Configuring Music On Hold and Recorded Announcements Audio Peripheral ConfigurationSetting Emergency Numbers Playing Music from a File for Music On Hold Setting Greeting and Update PromptsTo configure music on hold RTP Resource Usage To configure overhead paging Configuring Overhead PagingTo play an update prompt every 60 seconds Check the Play Update Prompt Every 60 Seconds check box System Configuration Feature Profiles System Configuration, Feature Profiles tab To add a Feature Profile Session Types Gateway Management Multiple AltiGateways connected through a LAN Managing AltiGateways System Gateway Management Setting Parameters Adding and Attaching a Gateway To add a gateway to the list To attach a gateway to the AltiServ system Changing Gateway ID and PasswordDetaching and Deleting a Gateway To delete a gateway from the Gateway Management window AltiGateway Configuration Tool AltiGateway Configuration Tool log-in dialog box Parameter Description Gateway Management AltiWare ACM 5.1 Administration Manual Managing Messages Voice Mail ConfigurationSelect System Voice Mail Configuration Count Setting Message Notification RetriesMaximum Retry Retry Interval Setting E-mail Messaging Options Setting Message Management OptionsSetting Message Recording Options Postmaster Ext Creating Distribution ListsSynchronizing E-mail with Exchange Synchronize with Voice Mail Configuration, Voice Mail Distribution List tab Defining a Distribution ListPage Auto Attendant Configuration Planning Is Essential Adding Auto Attendants Example AA Planning Editing Auto Attendants To add an AA beyond the first Configuring Menu Items AA window Action Description Collecting Digits To use the Collect Digits action Collect digits Making Auto Attendant Assignments Using Pre-Recorded PromptsPhrase Management Phrase # To record a custom phrase Using Professionally Recorded PhrasesRecording Custom Phrases from the AltiGen Phone To install professionally recorded phrases or prompts Multilingual Configuration Configuration Overview Creating Language Phrase Packages Storing Language Phrase Packages Configuring for a Multilingual System To add a language Select System Multilingual Configuration AA tab Enabling Multilingual Support in the Auto Attendant Configuring the Extension Extension User Can Change Language Setting To assign feature code #12 to an extension To configure feature code #12 for language selectionTo enable feature code #12 Check the Language Selection Prompt check box Using Dnis to Set the Language Select PBX In Call Routing Configuration Dnis Routing tab Which Language Will Be Used? Call Recording Configuration Description of the Recorded File Name Check the Enable Centralized Recording check box Configuring Call RecordingTo Enable and Configure Centralized Recording Using a Remote Shared Directory This invokes the Add Network Place Wizard Map Network Drive Click Next. You’ll see the screen below Add Network Place Wizard Internet/Network Address Confirmation screen Call Recording Configuration Application Extension Configuration Application Extension Setup To set up an application extension Application Failover Plan Application Information Readying the ApplicationPage Board Configuration Boards window AltiWare ACM 5.1 Administration Manual Reset Board button Reset Channel Group buttonBoard Configuration Board Info Configuring the Quantum Board Using the Triton Resource BoardUsing the Triton MeetMe Conference Board Configuring the Triton Analog Station Board Overview Configuring the Triton Analog Trunk LS/GS and LS BoardsConfiguring the Triton VoIP Board Configuration Configuring the Triton T1/E1 BoardConfiguring the Board Overview of the Triton T1/E1 Board T1 and E1 Configuration Triton T1/E1 Configuration dialog box Error Message Meaning Action Reading the Status Messages Error Meaning Reading the Statistics Setting the Configurable Options Option System Clock Master Setting up Channels on the Triton T1/E1 BoardT1/E1 Clocking T1 PRI Protocol Configuration dialog box top half Selecting Span Types E1 PRI Protocol Configuration dialog box top half Setting the Isdn PRI Switch Mode AT&T 4ESS PRI AT&T 5ESS PRI E1 PRI Configuring an Isdn Numbering Plan PRI Isdn Numbering Plan dialog box Channel Maintenance Message Setting the NSFSetting a TEI Setting PRI Calling Numbers PRI Calling Number Setting Installing a Channel Service Unit CSU Troubleshooting T1/E1-Common Symptoms Configuring Virtual Boards Sipsp and H323SP Configuring the Sipsp Board Configuring the H323SP Board H323 Configuration Configuring the MAX Board Configuring the Virtual MobileExt Board MAX Board Configuration window Board Configuration AltiWare ACM 5.1 Administration Manual Channel Identification Trunk ConfigurationTrunks Out of Service Opening the Trunk Configuration Window Select PBX Trunk Configuration Trunk Configuration, General tab Selecting Trunks to Set Attributes Configuring One or Multiple Trunks Setting General Trunk Attributes Trunk Dialing Scheme-Overlap or En-bloc dialing Trunk Configuration Trunk Configuration H323 Tie Trunk Properties SIP Tie Trunk Properties Configuring a SIP Trunk SIP Trunk Properties SIP Trunk Configuration dialog box opens Wink Start default Parameter Description T1 robbed-bit signaling ProtocolDialing Delay Triton T1/E1 Trunk Properties Digit Max. secondsBefore the first Between digits Caller ID and did Incoming Sequence Example Sample Incoming Sequence window Loop Start Trunk Triton Analog Trunk GS/LS PropertiesParameter Description Interface Type Ground Start Trunk Caller ID Receiving Enable Dial ToneParameter Description Incoming Ring Centrex Flash Transmission Gain Parameter Description Tone DisconnectReceiver Rx Level at 600 Ohms Using the Match Impedance ButtonPerforming Impedance Match on Your Own Clicking the Test Rx Level button. See Test Rx Level Measuring the Rx Level of a Trunk Channel Match Result Button If You Need to Improve the Rx Level If You Don’t Have the Milli-Watt Test Number Set the Timeout to Repeat Current Level Setting trunk In Call Routing to an AA Trunk Configuration Loop Start Quantum Trunk General ConfigurationQuantum Trunk Properties Ground Start Receive from CO DB Gain Parameter Description Transmit to CO Web IP Calls Incoming Call RoutingRegular Trunk Calls Trunk Configuration, Out Call Blocking tab Outgoing Call Blocking Trunk Configuration AltiWare ACM 5.1 Administration Manual Call Routing Configuration Step Routing Process Caller ID Routing Adding and Deleting Caller ID Route Entries Dnis Routing Defining Caller ID Routing Adding and Deleting Dnis Route Entries Defining Dnis Routing Call Routing Configuration Page Using the route access code Out Call Routing ConfigurationUsing the trunk access code Configuring Out Call Routing Working with Route Definitions To delete a route Setting Default RoutesTo create a route Out Call Routing Configuration, Default Routes tab Working on Dialing Patterns To create a dialing pattern To delete 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 Extension Configuration Select PBX Extension Configuration To add an extension Setting up ExtensionsAbout the Apply To Button Type in an Extension Number Setting Personal Information Numbers Letters Forced Account Code Personal Call Recording Options Physical Location and Type Changing the Type Changing the Location Setting the Line PropertiesAssigning a Location to a Physical Extension Quantum Line Properties Triton Analog Station Line Properties Format Caller ID SignalSignal Type None Message Waiting IP Extension Configuration Phone Display Options Alti-IP 600 and IP 705 Phone Display Notes Configuring Group Options for an ExtensionTo configure group options for an individual extension To set the extension wrap-up time Setting Wrap-up TimeAdding or Removing Group Assignments Check the Allow Workgroup Wrap Up Time check box Picking Up a Call from the Workgroup Queue Setting up Station Speed DialingSetting Inter Call Delay Logging Outbound Workgroup Calls Setting the Mailbox Options To add or edit an entry Disabling a Mailbox Setting an Information-Only MailboxSMTP/POP3 Setting Synchronizing with Exchange Server Press 0 Option Setting Message Playback OptionsMail Forwarding Options Setting Message Notification Options Setting Mailbox Capacities Unusual VM Activity Notification Setting the Message Types for NotificationEmergency Notification Urgent Voice Messages Only All Voice Messages Adding security values to the registry Setting Parameters for Unusual VM ActivityWhere Security Alerts Are Logged Outcall to Cellular or PCS Phone Numbers Setting the Type of NotificationSetting Notification Timing Setting Notification Business Hours Enabling Message Notification No Restrictions on Outcalls Configuring Calling RestrictionsSetting Call Restriction Options Setting Answering Options Setting Other Call Restrictions Hop Limit to Call Forwarding for Direct Calls Forwarding All CallsOne Hop Limit to Call Forwarding for a Transferred Call To Voice Mail Do Not Disturb To the Operator Handling Unanswered Calls Setting Call Waiting OptionsHandling Busy Calls Forward to Voice Mail Configuring One Number Access Enabling One Number Access One Number Access Options Disabling One Number Access Call Screening Setting Caller ID VerificationUsing a Password Verification Specifying Forwarding Numbers Restrictions and Defaults Setting Up Monitor ListsConfiguring a Monitor List Click Remove To add members to the listTo remove members Page Setting Up IP Extensions Concept of signaling and media channels Signaling and media channel between two IP phones Setting Up IP Extensions Setting Up IP Extensions Setting an IP Extension Setting VoIP Codec for IP Extension For local IP phone deployment For remote IP phone deployment Page AltiGen IP Phone Configuration Parameter Description General Debug Registry Keep-Alive Duration-Indicates how often a SIP Check the Reset IP Phone and Boot Download check boxesSetting AltiGen IP Phone Configuration Keys Parameter Description ProgramMable Workgroup Apply To Button Copy From Button Mobile Extension Configuration Setting Up a Mobile Extension To set up a Mobile Extension Board Add/Remove Mobile Trunks dialog box appears To set up a mobile extension Boards window with virtual MobileExt board displayed ExtensionAnywhere Configuration MobileExt dialog box opens ExtensionAnywhere Configuration MobileExt dialog box Mobile Trunk Allocation-select either Shared or Dedicated Mobile Trunks dialog box Mobile Extension Board Configuration dialog box Voice Mail for Mobile Extensions Mobile Extension LimitationsPage Hunt Group Configuration Overview of Huntgroup Configuration Window Setting Up Huntgroups To set Group Information, type in the following Establishing Basic Hunt Group AttributesTo add a hunt group To add extensions to a hunt group Setting Call RestrictionsEstablishing Hunt Group Membership To remove extensions from a hunt group Setting Hunt Group Mail ManagementSetting Login Status for System Restart Setting E-mail Options Huntgroup Configuration, Mail Management tab 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 Setting Queue Management Options Huntgroup Configuration, Queue Management tab Paging Group Configuration To configure paging, select PBX Paging Group Configuration To set up a Paging Group Paging Group Configuration window To add members to a Paging Group To remove members assigned to a Paging GroupPage Line Park Configuration To set up a Line Park Group Line Park Configuration window To delete a Line Park Group Page Workgroup Functionalities Workgroup ConfigurationSystem Features Supervisor’s Phone Operation Agent’s Phone OperationAgent Desktop Application AltiAgent Supervisor’s Desktop Application AltiSupervisor Activity Logging and Reporting Creating and Configuring Workgroups Overview of Workgroup Configuration Window To create a workgroup Setting Up WorkgroupsEstablishing Basic Workgroup Attributes Service Level Threshold Workgroup Recording Options Method Options section, select one of the following Establishing Workgroup Membership Workgroup Configuration, Group Member tab To add extensions to a workgroup To remove extensions from a workgroup Skill Level dialog box Workgroup Configuration, Business Hours tab Business Hour Non-Workday Setting Up Skill Based RoutingParameter Description After Hours Handling Workgroup Configuration, Skill Based Routing tab To set skill-based routing rules Setting Rules for Skill Based RoutingTo define a skill for a workgroup Exact Match Sklr of Incoming Call Examples Equal or Higher than Sklr of Incoming Call Setting Workgroup Mail Management Workgroup Configuration, Mail Management tab Setting Mailbox Playback Options Voice Mail Access Option Workgroup Configuration, Notification tab Setting the Type of Notification Setting Call Handling Options Workgroup Configuration, Call Handling tab Group Voice Mail Set RNA Agent Auto Logout Check Box Set RNA Agent Not Ready Check Box Setting IntraGroup Call DistributionNumber of Rings Before Handling Enable Single Call Handling for Agents Announce Agent Info Queue Management Basic Inter Workgroup Call Distribution Setting Queue Phrase Options Queue Announcement To set options for handling queue overflow Expected Wait Time SamplingQueue Overflow Forwarding Supervisor Queue Control Quit Queue OptionPriority Promotion Voice Mail Queue Management Advanced Announcement Use Default System Phrases Queue Position Expected Wait Time Menu Selection Queue Overflow No Action Disconnect Application Extension Queue Control Agent Logout Reason Codes Agent Logout Reason Configuration window Hardware requirements Managing and Using MeetMe ConferenceMeetMe Conference Features Select PBX MeetMe Conference Management Setting the MeetMe Conference ExtensionMeetMe Conference Window Working in the MeetMe Conference Window Using the Calendar Button Creating a Meeting One Time Only Meeting Weekly Meeting Monthly Meeting Mailing a Meeting Invitation Continuing a Meeting Beyond Its Duration Time Modifying the E-mail TemplateStarting and Stopping a Meeting Joining a Meeting Page WAN Bandwidth Network Configuration Guidelines for VoIPISP/Intranet Quality of Service QoS Network Using NAT WAN Router ConfigurationFirewall Configuration Private Network Configuration Example Network Configuration Guidelines for AltiGen IP PhonesConfiguration Guidelines for NAT For the Corporate LAN SetupFor the Remote IP Phone Using NAT For the Branch office LAN VPN Network Configuration ExampleFor an H.323 IP Call from Another AltiWare on the Internet Remote Secure Group Router 1s SettingLocal Secure Group Remote Security Gateway Router 2s Setting Router 2s public IP address should be a fixed IP addressPage Enterprise VoIP Network Management Understanding VoIP Bandwidth Requirements Opening AltiEnterprise Manager User name Password Login Domain Via ServerDomainAdmin gives you Configure Global Least Cost Routing Configuration Buttons Setting VoIP Codec ProfilesChanging the AltiEnterprise Manager Password Tabs Displayed with the Servers Button Codec profile setting window in AltiEnterprise Manager 711/G.723/G.729 Codec Profile TableCodec Silence Suppression Length ms Assigning Codec Profiles to IP AddressesRTP Packet To add IP addresses and address ranges and assign a codec Defining IP Networks Defining Your Network Configuring a Public or Intranet Pipe To define an address range Configuring AltiServ Behind NAT Configuration example Defining the IP Dialing Table Implementation details IP Dialing Table tab in AltiEnterprise Manager Server IP Address Server IDServer Name Remote Ext. Length Publish as a global Multi-site VoIP DomainCreating a Multi-site VoIP Domain Entry Check the Allow this server to be added to domain check box Click Create domain and join as master. a dialog box opens Declaring Additional Servers for the VoIP Domain Server ID Length Working with Servers in the DomainDomain Name Global Server To add a server to a VoIP domain Adding a Server to a VoIP DomainChanging the Server ID Length Parameter Definition Rejoining a Server to the VoIP Domain Managing Domain Users Rejoin Scope of an Extension in the VoIP Domain System a Ext Domain Master System B System C Global Local Changing an Extension’s Scope from Local to GlobalExt System a System B System C Scope Conflict Situation 2 One or more Global with conflict Changing an Extension’s Scope from Global to LocalSituation 1 One Global and no conflict Ext System a System B System C Relocating a Global Extension Click Relocate Configuring Global Least Cost Routing To configure Global Least Cost Routing Click the Global LCR Button When Information May Be Out of Sync System Report Management System Summary Report IP Cumulative Traffic Statistics Average Jitter Resetting Cumulative StatisticsParameter Description Packets Lost Page Microsoft Exchange Integration Requirements Windows Services window To verify requirements, do the following, as necessary Under Log on as, select This account, and set Exchange Server Configuration Active Directory Users and Computers Window Exchange System Manager Configuration Go to Start Programs Microsoft Exchange System Manager Go to the Security tab and click Add Microsoft Exchange Integration Microsoft Exchange Integration Installing Outlook 2000/2003 Client on the AltiWare System To install Outlook 2000 to Corporate or Workgroup mode Go to Start Control Panel Mail. Click the Mail Setup tab Outlook setup, Exchange Server Name and Mailbox Select the Microsoft Exchange Server option, then click Next To check the Outlook 2000 mode Mail Accounts Window Outlook Options To configure an Outlook 2000 profile Outlook Services To test the configuration Enabling the Exchange Server Mail account configuration in Exchange Administrator Enable Exchange Integration in AltiWare Admin Testing the Exchange Server Setup To check profiles Troubleshooting TipsTo troubleshoot or double-check the server configuration To delete old profiles Application Settings group To gather trace filesPage Tapi Integration Installing the Tapi Proxy ServerTo install AltiGen Tapi Proxy Server on the server Set Up Phone and Modem Options Setting Up the ClientInstall the AltiGen Tapi Service Provider on the Client Go to Start Settings Control Panel Phone and Modem Options Configuring phone and modem options Set Up Phone Dialer Preferred line for calling section, select Phone Testing Tapi Service Provider on the Client System Making a Call in Microsoft Outlook Tapi Integration Windows, go to Control Panel Phone and Modem Options Changing Tapi Configuration ParametersTo change Tapi Configuration Parameters Tapi Integration AltiWare ACM 5.1 Administration Manual Programs AltiWare ACC/ACM Under Gateway Tools Tools and ApplicationsAltiGen Board Test Under Utilities To run the CT-Bus Test Tool Backup and Restore UtilityCT-Bus Test Tool To back up files Scheduling BackupsBacking Up Files Restoring Backed up Files To set backup schedulesTo restore backed up files AltiWare Admin & Extension Security Checker AltiWare Admin & Extension Security Checker Checking Extension Security To check extension security Start & Stop All AltiGen Services Trace Collector Following describes the fields in the Trace Collector Main AltiWare Trace \AltiServ\log IP Phone Dump System Configuration DataService Provider Log Dump Stand-alone AltiGateway Trace Limitations Voice File Converter To use the Voice File Converter Read Config To use Configuration Reader Work/Hunt Group Converter Work/Hunt Group Converter Tools and Applications AltiWare ACM 5.1 Administration Manual Change the Configure Type to E1 E1-R2 and E1 Isdn PRI InstallationsE1 R2 CAS Installation Physical Layer Signaling Layer Incoming sequence DID/DNIS Country Signaling ValuesSet calling part category 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 Channel Maintenance Country Protocol Supported Message Setting Equipment Information Required Service ParametersService Parameters/Request Information for T1 Technical Information for T1 with Voice T1 Channel Assignment Type of Registered Services ProvidedService Order Code CSU/DSU Requirements Technical Information for PRI with Voice Service Parameters/Request Information for PRISwitch Type PRI Channel Assignment E1 Channel Assignment Service Parameters/Request Information for E1Technical Information for E1 with Voice Gateway ID = Network PortsFor external VoIP connection through a firewall To connect the following applications through a Firewall Remote IP Phones Behind NATGateway ID=n TCP Page Technical Support Technical Support & Product Repair ServicesHow To Reach AltiGen Technical Support Who should attend? Technical Training for AdministratorsProduct Repair What do the courses cover? How can I register or where can I get more information? Page Poor Voice Quality TroubleshootingTroubleshooting VoIP-Common Symptoms and Solutions Cannot Make a Connection IP Resource Does Not Appear in Current Resource Statistics Index Dnis Master MAX ONA Page T1/PRI