AltiGen comm ACM 5.1 Queue Management

Chapter 22: Workgroup Configuration

300 AltiWare ACM 5.1 Administration Manual

Queue Management - Advanced

When Advanced is selected on the Queue Management tab, the Setup button

becomes available.

Figure 12. Workgroup Configuration, Queue Management, Advanced Queue Control

To configure options for advanced queuing control, click the Setup button. This opens

the Advanced Queue Management (AQM) application configuration window with tabs for

configuring Announcement, Menu Selection, and Queue Overflow.

Announcement

The Announcement tab allows for configuration of queue announcements.

Figure 13. Workgroup Configuration, Advanced Queue Management, Announcement tab

To configure queue announcements:

Contents

Main Page Contents ABOUT THIS MANUAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 CHAPTER 1 CHAPTER 2 Software Installation & License Registration . . . . . . . . . . . . . . . . . 21 CHAPTER 3 Getting Around AltiWare Administrator 5.1 . . . . . . . . . . . . . . . . . 41 CHAPTER 4 System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 CHAPTER 5 Gateway Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79 Call Recording Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . .111 CHAPTER 6 Voice Mail Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 CHAPTER 10 Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . 119 CHAPTER 11 Board Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 CHAPTER 12 CHAPTER 13 In Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . .175 CHAPTER 14 Out Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 181 CHAPTER 15 CHAPTER 16 Setting Up IP Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225 CHAPTER 17 AltiGen IP Phone Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 233 CHAPTER 18 CHAPTER 20 Paging Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . .263 CHAPTER 21 Line Park Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .267 CHAPTER 22 CHAPTER 23 Managing and Using MeetMe Conference . . . . . . . . . . . . . . . . . . 305 CHAPTER 24 Network Configuration Guidelines for VoIP . . . . . . . . . . . . . . . . 315 CHAPTER 25 Enterprise VoIP Network Management . . . . . . . . . . . . . . . . . . . .323 CHAPTER 26 System Report Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . .355 CHAPTER 27 CHAPTER 29 Tools and Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387 APPENDIX A E1-R2 and E1 ISDN PRI Installations . . . . . . . . . . . . . . . . . . . . . 403 APPENDIX B Page Page About This Manual Related Publications Page Overview Technology Enhancements in Release 5.1 SIP Implementation Multi-Site Enterprise Management - AltiEnterprise Manager Multi-Chassis Gateway Support Capacity Improvements Voice Processing New Features and Enhancements PBX New Features and Enhancements Call Center New Features and Enhancements Enhanced skill-based routing with skill level requirement support Supervisor Coaching Client Application New Features and Enhancements IP Phone New Features and Enhancements (IP600, IP710, IP705) Key System Features IP PBX Features Note: Page Automatic Call Distribution Features Page Page 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 Page Software Installation & License Registration Minimum System Requirements Supported Operating Systems For AltiWare 5.1 Client Applications For Online Help CPU, Memory, and HDD Requirements Preparation for Installation Upgrade and Migration Path Note: Upgrading from 5.0A to 5.1 Caution! Note: Migrating from ACC 5.1 to ACM 5.1 Caution! Note: About License Keys and the System Key Dealer Installation ID License Activation and Registration Procedures WARNING! When the System Has an Internet Connection Page Page Page Page When the System Has No Internet Connection Page Page Page Page Registering Online Without AltiWare Admin Installing AltiWare Admin on a Network Client To install AltiWare Administrator on a non-AltiServ PC for the first time: Uninstalling AltiWare Troubleshooting (Error Messages) Error Message Solution Page Getting Around AltiWare Administrator 5.1 Note: Logging In and Out Important: Changing the Password The AltiWare Administrator Main Window Note: The Main Menu Quick Access Toolbar Status Bar The View Windows Boards View Window Extension View Window Trunk View Window Note: Call Log View Window Workgroup View Window Current Resource Statistics Window Setting the Refresh Interval Stopping the AltiGen Switching Service Programs Available from the Windows Start Menu System Configuration Setting General Parameters Page Setting a System Number Plan To set the number plan, select System > System Configuration, then click the Number Plan tab. Use the Number Plan tab to specify the following parameters: Note: 56 First Digit Translator Configuration Note: Trunk Access Defines how to get a PSTN trunk line to dial an Feature Access Setting Business Hours Note: IP Trunk Access Only one IP trunk access option is allowed per Note: Route Access Page Routing Calls on Holidays Note: To create a Holiday Profile To set call routing To update the date of annual holidays Configuring System Speed Dialing Adding Speed Dial Entries Editing Speed Dial Entries Defining System Call Restrictions Blocking Calls to Area Codes from All Extensions Note: Setting Local/Toll Free Area Codes Locking Attacked Extensions Blocking All Outgoing Calls Enabling Hop Off for Tie Trunks Restricting Tie Trunk Calls Setting 10-Digit Dialing Area Codes Creating Account Codes Adding and Deleting Account Codes Setting up Call Reports Internal Database Configuration (Internal Log Service) External (Remote) Logging of Call Data Note: Note: Note: Exporting Through a Local Port Country-Relevant Settings Setting Toll Call Prefixes Setting Emergency Numbers Audio Peripheral Configuration Configuring Music On Hold and Recorded Announcements To configure music on hold Playing Music from a File for Music On Hold Setting Greeting and Update Prompts To play a prompt before placing the caller into a hold queue: To play an update prompt every 60 seconds: Note: Configuring Overhead Paging Activity Page Feature Profiles Note: To add a Feature Profile Note: Important: Gateway Management Managing AltiGateways Setting Parameters Adding and Attaching a Gateway Caution! To add a gateway to the list: To attach a gateway to the AltiServ system: Detaching and Deleting a Gateway Caution! To delete a gateway from the Gateway Management window: Changing Gateway ID and Password AltiGateway Configuration Tool Page Page Voice Mail Configuration Managing Messages Setting Message Notification Retries Setting Message Management Options Set voice mail message confirmation and warning parameters: To use the AltiWare e-mail services, configure the following settings. Setting Message Recording Options Set voice mail message recording parameters: Creating Distribution Lists Note: Defining a Distribution List Page Auto Attendant Configuration Planning Is Essential 94 record custom phrases, use pre-recorded phrases and use professionally recorded phrases. Example: AA Planning Adding Auto Attendants Main Menu for XYZ Office Express Support Sales Editing Auto Attendants Configuring Menu Items list contains the following actions: Action Description 98 Action Description Collecting Digits Page Making Auto Attendant Assignments Phrase Management Using Pre-Recorded Prompts Recording Custom Phrases from the AltiGen Phone To record a custom phrase: Using Professionally Recorded Phrases To install professionally recorded phrases or prompts: Multilingual Configuration Configuration Overview Store the custom phrases in new directories under the C:\PostOffice\Phrases Creating Language Phrase Packages Note: Storing Language Phrase Packages LangCustom_X. Lang_X stores the phrases required by the system, and LangCustom_X Configuring for a Multilingual System To add a language: Enabling Multilingual Support in the Auto Attendant Note: Configuring the Extension Extension User Can Change Language Setting To configure feature code #12 for language selection: To enable feature code #12: To assign feature code #12 to an extension: Using DNIS to Set the Language To direct specified DNIS calls to a selected-language AA or extension: Which Language Will Be Used? Call Recording Configuration Description of the Recorded File Name Configuring Call Recording Important: Note: Using a Remote Shared Directory Page Page Page Page Page Application Extension Configuration Application Extension Setup To set up an application extension: Application Failover Plan Application Information Readying the Application Page Board Configuration 124 Important: Using the Triton Resource Board Using the Triton MeetMe Conference Board Note: Configuring the Quantum Board Configuring the Triton Analog Station Board Configuring the Triton Analog Trunk LS/GS and LS Boards Configuring the Triton VoIP Board Overview Configuration Configuring the Triton T1/E1 Board Overview of the Triton T1/E1 Board Configuring the Board T1 and E1 Configuration 130 Reading the Status Messages 1. 2. Reading the Statistics Error Message Meaning Action Error Meaning frame slips for the receiver. Note: Setting the Configurable Options T1/E1 Clocking Important: Setting up Channels on the Triton T1/E1 Board Note: Page Selecting Span Types Setting the ISDN PRI Switch Mode Page Configuring an ISDN Numbering Plan Setting the NSF Setting a TEI Setting PRI Calling Numbers Installing a Channel Service Unit (CSU) Note: Troubleshooting T1/E1Common Symptoms Configuring Virtual Boards SIPSP and H323SP Configuring the SIPSP Board Configuring the H323SP Board Configuring the MAX Board xx refers to the number of analog trunks, and yy refers to the number of analog Configuring the Virtual MobileExt Board Page Trunk Configuration Trunks Out of Service Channel Identification Opening the Trunk Configuration Window Selecting Trunks to Set Attributes Configuring One or Multiple Trunks Setting General Trunk Attributes Important: Page Page H323 Tie Trunk Properties SIP Tie Trunk Properties SIP Trunk Properties Configuring a SIP Trunk Page Triton T1/E1 Trunk Properties Note: Caller ID and DID Incoming Sequence Example Triton Analog Trunk GS/LS Properties Incoming Ring Caller ID Receiving Centrex Flash Duration (ms) Enable Dial Tone Detection (Outgoing) Loop Break Duration (ms) 162 Tone Disconnect Receiver/ Transmission Gain Performing Impedance Match on Your Own Using the Match Impedance Button The Match Result Button Measuring the Rx Level of a Trunk Channel If You Need to Improve the Rx Level If You Dont Have the Milli-Watt Test Number Page Page Page Quantum Trunk Properties Quantum Trunk General Configuration 170 Receive from CO (dB Gain) Page Incoming Call Routing Regular Trunk Calls Web IP Calls Outgoing Call Blocking Page In Call Routing Configuration Caller ID Routing Adding and Deleting Caller ID Route Entries Defining Caller ID Routing DNIS Routing Adding and Deleting DNIS Route Entries Defining DNIS Routing Page Page Out Call Routing Configuration Configuring Out Call Routing WARNING! Working with Route Definitions Setting Default Routes Working on Dialing Patterns Page Dialing pattern configuration tips Configuration Example - Solving 10-digit Dialing Page Page Page Page Extension Configuration Note: About the Apply To Button Setting up Extensions To add an extension: Setting Personal Information Note: Page Forced Account Code Personal Call Recording Options Physical Location and Type Assigning a Location to a Physical Extension Changing the Location Setting the Line Properties Quantum Line Properties Triton Analog Station Line Properties Configure the following hardware extension-specific features: IP Extension Configuration Phone Display Options Note: Alti-IP 600 and IP 705 Phone Display Notes Configuring Group Options for an Extension To configure group options for an individual extension Adding or Removing Group Assignments To assign a group to the selected physical or virtual extension Note: To remove a group assigned to a physical or virtual extension Note: Setting up Station Speed Dialing Editing Speed Dial Entries To add or edit an entry Setting the Mailbox Options Setting an Information-Only Mailbox SMTP/POP3 Setting Mail Forwarding Options Setting Message Playback Options Press 0 Option Page Emergency Notification Unusual VM Activity Notification Setting Parameters for Unusual VM Activity Adding security values to the registry Where Security Alerts Are Logged Note: Note: Enabling Message Notification Configuring Calling Restrictions Setting Call Restriction Options Setting Other Call Restrictions Caution! Setting Answering Options A One Hop Limit to Call Forwarding for a Transferred Call A 10-Hop Limit to Call Forwarding for Direct Calls Do Not Disturb Setting Call Waiting Options Enabling One Number Access Configuring One Number Access One Number Access Options Call Screening Setting Caller ID Verification Caution! Using a Password Verification Specifying Forwarding Numbers Setting Up Monitor Lists WARNING! Restrictions and Defaults Configuring a Monitor List Page Page Setting Up IP Extensions Page Page Page Setting an IP Extension Setting VoIP Codec for IP Extension Page Page AltiGen IP Phone Configuration Page TFTP Note: Page Program- mable Keys Important: Apply To Button Copy From Button Mobile Extension Configuration Mobile Extension Diagram Setting Up a Mobile Extension To set up a Mobile Extension Board Note: To set up a mobile extension Page Page Page Page Voice Mail for Mobile Extensions Mobile Extension Limitations Page Hunt Group Configuration Overview of Huntgroup Configuration Window Apply to Button Setting Up Huntgroups Establishing Basic Hunt Group Attributes Setting Call Restrictions Caution! Establishing Hunt Group Membership To add extensions to a hunt group: Setting Login Status for System Restart Setting Hunt Group Mail Management Note: Setting E-mail Options Setting Mailbox Playback Options Page Note: Note: Setting Call Handling Options Page Setting a Hunt Groups Call Distribution Rule Note: Handling Calls when Group Members Are RNA/Logged Out Setting Queue Management Options Paging Group Configuration Page Page Page Line Park Configuration Page Page Page Workgroup Configuration Workgroup Functionalities Page Page Creating and Configuring Workgroups Overview of Workgroup Configuration Window Apply to Button Setting Up Workgroups To create a workgroup: Establishing Basic Workgroup Attributes Numbers Letters Numbers Letters Setting Call Restrictions Caution! Service Level Threshold Workgroup Recording Options Establishing Workgroup Membership To add extension(s) to a workgroup: Note: To remove extension(s) from a workgroup: Setting Login Status for System Restart Setting Business Hours Page Setting Up Skill Based Routing Note: To define a skill for a workgroup: Setting Rules for Skill Based Routing To set skill-based routing rules: Examples Setting Workgroup Mail Management Note: Setting E-mail Options Setting Mailbox Playback Options Press 0 Option Voice Mail Access Option Note: Page Setting Call Handling Options Page Set RNA Agent Auto Logout Check Box Set RNA Agent Not Ready Check Box Number of Rings Before Handling Setting IntraGroup Call Distribution Note: Handling Calls when Group Members Are RNA/Logged Out Announce Agent Info Inter Workgroup Call Distribution Queue Management - Basic Setting Queue Phrase Options Queue Announcement Expected Wait Time Sampling Queue Overflow Forwarding To set options for handling queue overflow: RTSL% = 1 - (# of queued calls exceed SL threshold / Total calls in queue) Quit Queue Option Priority Promotion Supervisor Queue Control Queue Management - Advanced Announcement Menu Selection Queue Overflow Application Extension Queue Control Agent Logout Reason Codes Page Managing and Using MeetMe Conference MeetMe Conference Features Setting the MeetMe Conference Extension MeetMe Conference Window Working in the MeetMe Conference Window Using the Calendar Button Creating a Meeting Note: One Time Only Meeting Weekly Meeting Monthly Meeting E-mailing a Meeting Invitation Modifying the E-mail Template Starting and Stopping a Meeting Continuing a Meeting Beyond Its Duration Time Page Page Network Configuration Guidelines for VoIP ISP/Intranet Quality of Service (QoS) WAN Bandwidth WAN Router Configuration Firewall Configuration Network Using NAT Network Configuration Guidelines for AltiGen IP Phones Configuration Guidelines for NAT Note: Private Network Configuration Example Setup For an H.323 IP Call from Another AltiWare on the Internet VPN Network Configuration Example Setup For the Branch office LAN: Page Router 2's Setting Router 2's public IP address should be a fixed IP address. Page Enterprise VoIP Network Management Understanding VoIP Bandwidth Requirements Opening AltiEnterprise Manager WARNING! Page Changing the AltiEnterprise Manager Password Setting VoIP Codec Profiles Page Assigning Codec Profiles to IP Addresses 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 Notes Configuration example Configuring AltiServ Behind NAT Important: Note: Implementation details Defining the IP Dialing Table Notes Page 338 Define the attributes for the entry: The Multi-site VoIP Domain Creating a Multi-site VoIP Domain Page Declaring Additional Servers for the VoIP Domain Working with Servers in the Domain Changing the Server ID Length Caution! Adding a Server to a VoIP Domain Important: To add a server to a VoIP domain Rejoining a Server to the VoIP Domain Managing Domain Users Note: The Scope of an Extension in the VoIP Domain Changing an Extensions Scope from Local to Global Note: Changing an Extensions Scope from Global to Local Situation 1: One Global and no conflict Note: Situation 2: One or more Global with conflict Relocating a Global Extension Note: Notes on Relocating a Global Extension Relocating a Global Extension Using #27 on Analog Phone vs IP Phone Configuring Global Least Cost Routing To configure Global Least Cost Routing When Information May Be Out of Sync System Report Management System Summary Report IP Cumulative Traffic Statistics Resetting Cumulative Statistics Page Microsoft Exchange Integration Requirements To verify requirements, do the following, as necessary: Page Exchange Server Configuration Page Page Page Page Installing Outlook 2000/2003 Client on the AltiWare System To install Outlook 2000 to Corporate or Workgroup mode To set Outlook 2003 E-Mail Accounts to Microsoft Exchange Server Note: Page To check the Outlook 2000 mode Page To configure an Outlook 2000 profile To test the configuration Enabling the Exchange Server Note: Enable Exchange Integration in AltiWare Admin Testing the Exchange Server Setup To Test Message Delivery to Exchange To check Message State Change Notification To Listen to VM in Outlook Troubleshooting Tips To check profiles To delete old profiles To troubleshoot or double-check the server configuration c:\altiserv\webmgmnt (where c:\ Notes Page TAPI Integration Installing the TAPI Proxy Server Setting Up the Client Install the AltiGen TAPI Service Provider on the Client Set Up Phone and Modem Options Page Note: Set Up Phone Dialer Dialer.exe Testing TAPI Service Provider on the Client System Note: Making a Call in Microsoft Outlook Page Changing TAPI Configuration Parameters To change TAPI Configuration Parameters Page Tools and Applications AltiGen Board Test CT-Bus Test Tool Backup and Restore Utility Backing Up Files To back up files Scheduling Backups Restoring Backed up Files Note: Important: AltiWare Admin & Extension Security Checker Checking Extension Security To check extension security Note: Start & Stop All AltiGen Services Trace Collector Note: Page Page Limitations Voice File Converter Note: To use the Voice File Converter: Read Config To use Configuration Reader Work/Hunt Group Converter Page Page A E1-R2 and E1 ISDN PRI Installations E1 R2 CAS Installation Important: Page Page 406 Table 1. Signaling values, by country Page 408 Page 410 Page 412 Page 414 E1 ISDN PRI Installation Important: Page 418 B Required Service Parameters Service Parameters/Request Information for T1 Technical Information for T1 with Voice Type of Registered Services Provided Service Order Code T1 Channel Assignment Service Parameters/Request Information for PRI Technical Information for PRI with Voice PRI Channel Assignment Service Parameters/Request Information for E1 Technical Information for E1 with Voice E1 Channel Assignment C Network Ports Note: Remote IP Phones Behind NAT Page Page D Technical Support & Product Repair Services Technical Support Product Repair Technical Training for Administrators Page Page E Troubleshooting Troubleshooting VoIPCommon Symptoms and Solutions Poor Voice Quality Note: Cannot Make a Connection IP Resource Does Not Appear in Current Resource Statistics Index Symbols Numerics A B C D E F G H I J L M N O P Q R S T U V W Z