AltiGen comm ACM 5.1 guide

Chapter 1: Overview

20AltiWare ACM 5.1 Administration Manual

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AltiGen comm manual Overview AltiWare ACM 5.1 Administration 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 Board Configuration Application Extension ConfigurationTrunk Configuration 147 Out Call Routing Configuration Call Routing ConfigurationExtension Configuration Mobile Extension Configuration 239 Setting Up IP ExtensionsAltiGen IP Phone Configuration 233 Hunt Group Configuration Line Park Configuration Paging Group ConfigurationWorkgroup 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 Technology Enhancements in Release OverviewSIP Implementation 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 Status Bar View WindowsBoards View Window Extension View Window Boards window Trunk View Window Trunk View window Call Log View Window Workgroup View Window Top part of the window Current Resource Statistics WindowMiddle 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 Parameter Description System ID Setting General ParametersCountry 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 update the date of annual holidays Configuring System Speed DialingTo set call routing 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 Creating Account Codes Setting up Call ReportsAdding and Deleting 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 Setting Emergency Numbers Audio Peripheral ConfigurationConfiguring Music On Hold and Recorded Announcements 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 Select System Voice Mail Configuration Voice Mail ConfigurationManaging Messages Count Setting Message Notification RetriesMaximum Retry Retry Interval Setting Message Recording Options Setting Message Management OptionsSetting E-mail Messaging 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 # Recording Custom Phrases from the AltiGen Phone Using Professionally Recorded PhrasesTo record a custom phrase 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 To Enable and Configure Centralized Recording Configuring Call RecordingCheck the Enable Centralized Recording check box 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 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 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 T1/E1 Clocking Setting up Channels on the Triton T1/E1 BoardSystem Clock Master 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 Setting a TEI Setting the NSFChannel Maintenance Message 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 Trunks Out of Service Trunk ConfigurationChannel Identification 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 Receiver Parameter Description Tone DisconnectTransmission Gain 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 Regular Trunk Calls Incoming Call RoutingWeb IP 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 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 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 To configure group options for an individual extension Configuring Group Options for an ExtensionAlti-IP 600 and IP 705 Phone Display Notes 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 Mail Forwarding Options Setting Message Playback OptionsPress 0 Option 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 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 Setting Notification Business Hours Enabling Message Notification Setting Call Restriction Options Configuring Calling RestrictionsNo Restrictions on Outcalls 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 Configuring a Monitor List Setting Up Monitor ListsRestrictions and Defaults To remove members To add members to the listClick Remove 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 Setting Check the Reset IP Phone and Boot Download check boxesRegistry Keep-Alive Duration-Indicates how often a SIP 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 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 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 System Features Workgroup ConfigurationWorkgroup Functionalities 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 Establishing Basic Workgroup Attributes Setting Up WorkgroupsTo create a workgroup 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 Number of Rings Before Handling Setting IntraGroup Call DistributionSet RNA Agent Not Ready Check Box Enable Single Call Handling for Agents Announce Agent Info Queue Management Basic Inter Workgroup Call Distribution Setting Queue Phrase Options Queue Announcement Queue Overflow Forwarding Expected Wait Time SamplingTo set options for handling queue overflow 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 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 Using the Calendar Button Creating a Meeting One Time Only Meeting Weekly Meeting Monthly 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 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 DomainAdmin gives you User name Password Login Domain Via ServerOpening AltiEnterprise Manager 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 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 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 Parameter Description Packets Lost Resetting Cumulative StatisticsAverage Jitter 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 To install AltiGen Tapi Proxy Server on the server Installing the Tapi Proxy ServerTapi Integration 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 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 Programs AltiWare ACC/ACM Under Gateway Tools Tools and ApplicationsAltiGen Board Test 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 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 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 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 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 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