Main
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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
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About This Manual
Related Publications
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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:
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Automatic Call Distribution Features
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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
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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
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When the System Has No Internet Connection
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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
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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
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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
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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
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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
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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
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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
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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
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Application Extension Configuration
Application Extension Setup
To set up an application extension:
Application Failover Plan
Application Information
Readying the Application
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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:
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Selecting Span Types
Setting the ISDN PRI Switch Mode
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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
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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:
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H323 Tie Trunk Properties
SIP Tie Trunk Properties
SIP Trunk Properties
Configuring a SIP Trunk
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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
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Quantum Trunk Properties
Quantum Trunk General Configuration
170
Receive from CO (dB Gain)
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Incoming Call Routing
Regular Trunk Calls
Web IP Calls
Outgoing Call Blocking
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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
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Out Call Routing Configuration
Configuring Out Call Routing
WARNING!
Working with Route Definitions
Setting Default Routes
Working on Dialing Patterns
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Dialing pattern configuration tips
Configuration Example - Solving 10-digit Dialing
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Extension Configuration
Note:
About the Apply To Button
Setting up Extensions
To add an extension:
Setting Personal Information
Note:
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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
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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
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Setting Up IP Extensions
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Setting an IP Extension
Setting VoIP Codec for IP Extension
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AltiGen IP Phone Configuration
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TFTP
Note:
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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
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Voice Mail for Mobile Extensions
Mobile Extension Limitations
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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
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Note:
Note:
Setting Call Handling Options
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Setting a Hunt Groups Call Distribution Rule
Note:
Handling Calls when Group Members Are RNA/Logged Out
Setting Queue Management Options
Paging Group Configuration
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Line Park Configuration
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Workgroup Configuration
Workgroup Functionalities
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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
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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
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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
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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
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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.
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Enterprise VoIP Network Management
Understanding VoIP Bandwidth Requirements
Opening AltiEnterprise Manager
WARNING!
Page
Changing the AltiEnterprise Manager Password
Setting VoIP Codec Profiles
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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
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338
Define the attributes for the entry:
The Multi-site VoIP Domain
Creating a Multi-site VoIP Domain
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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
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Microsoft Exchange Integration
Requirements
To verify requirements, do the following, as necessary:
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Exchange Server Configuration
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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:
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To check the Outlook 2000 mode
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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
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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
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Changing TAPI Configuration Parameters
To change TAPI Configuration Parameters
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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:
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Limitations
Voice File Converter
Note:
To use the Voice File Converter:
Read Config
To use Configuration Reader
Work/Hunt Group Converter
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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
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D
Technical Support & Product Repair Services
Technical Support
Product Repair
Technical Training for Administrators
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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