AltiGen comm ACM 5.1 guide

Appendix D: Technical Support & Product Repair Services

430AltiWare 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 Voice Mail Configuration Auto Attendant ConfigurationMultilingual Configuration Call Recording Configuration Application Extension Configuration Board ConfigurationTrunk Configuration 147 Call Routing Configuration Out Call Routing ConfigurationExtension Configuration Setting Up IP Extensions AltiGen IP Phone Configuration 233Mobile Extension Configuration 239 Hunt Group Configuration Paging Group Configuration Line Park ConfigurationWorkgroup Configuration Managing and Using MeetMe Conference Network Configuration Guidelines for VoIP 315 Enterprise VoIP Network Management 323 System Report ManagementMicrosoft Exchange Integration Tapi Integration E1-R2 and E1 Isdn PRI Installations Required Service ParametersTechnical Support & Product Repair Services Tools and Applications 387 Troubleshooting Index Xii AltiWare 5.1 Administration Manual About This Manual Related Publications AltiWare ACM 5.1 Administration Manual Overview Technology Enhancements in ReleaseSIP Implementation Multi-Site Enterprise Management AltiEnterprise Manager Replaces Dina Manager and IP Dialing Table in 5.0A Voice Processing New Features and Enhancements Multi-Chassis Gateway SupportCapacity Improvements PBX Capacity PBX New Features and Enhancements Call Center New Features and EnhancementsClient Application New Features and Enhancements Supervisor Coaching IP Phone New Features and Enhancements IP600, IP710, IP705 IPTalk EnhancementsAltiAgent 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 Software Installation & License Registration For AltiWare AdministratorMinimum System Requirements Supported Operating Systems CPU, Memory, and HDD Requirements For AltiWare 5.1 Client ApplicationsFor Online Help 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 Installing AltiWare Admin on a Network Client Uninstalling AltiWareTroubleshooting Error Messages Registering Online Without AltiWare Admin Through Control Panel System Through Control Panel System Environment PathPage Getting Around AltiWare Administrator Logging In and Out Changing the Password AltiWare Administrator Main WindowServices Main Menu Quick Access Toolbar View Windows Status BarBoards View Window Extension View Window Boards window Trunk View Window Trunk View window Call Log View Window Workgroup View Window Current Resource Statistics Window Top part of the windowMiddle part of the window Stopping the AltiGen Switching Service Setting the Refresh IntervalBottom part of the window Max Packet Loss Rate-the Programs Available from the Windows Start Menu System Configuration Select System System Configuration Setting General Parameters Parameter Description System IDCountry Timeout, Ring Back Parameter Description Manager ExtensionDistinctive Ring System Home Area Code Setting a System Number Plan Parameter Description Operator ExtensionGroup Members Call Supervision Default Password Parameter DescriptionExtension Number Length Did Number LengthDialed Digit Translator Parameter Description First Digit Translator Configuration Parameter Description Extension Dialed Digit Translator Change 9 to the Route Access code and configure First DigitAssignment 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 Configuring System Speed Dialing To update the date of annual holidaysTo 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 Setting 10-Digit Dialing Area Codes Locking Attacked ExtensionsBlocking All Outgoing Calls Enabling Hop Off for Tie Trunks Setting up Call Reports Creating Account CodesAdding 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 Audio Peripheral Configuration Setting Emergency NumbersConfiguring Music On Hold and Recorded Announcements Setting Greeting and Update Prompts To configure music on holdPlaying Music from a File for Music On Hold RTP Resource Usage Configuring Overhead Paging To play an update prompt every 60 secondsTo configure overhead paging 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 Changing Gateway ID and Password Detaching and Deleting a GatewayTo attach a gateway to the AltiServ system 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 Voice Mail Configuration Select System Voice Mail ConfigurationManaging Messages Setting Message Notification Retries Maximum RetryCount Retry Interval Setting Message Management Options Setting Message Recording OptionsSetting E-mail Messaging Options Creating Distribution Lists Synchronizing E-mail with ExchangePostmaster Ext 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 Using Pre-Recorded Prompts Phrase ManagementMaking Auto Attendant Assignments Phrase # Using Professionally Recorded Phrases Recording Custom Phrases from the AltiGen PhoneTo 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 configure feature code #12 for language selection To enable feature code #12To assign feature code #12 to an extension 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 Configuring Call Recording To Enable and Configure Centralized 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 Channel Group button Board ConfigurationReset Board button Board Info Using the Triton Resource Board Using the Triton MeetMe Conference BoardConfiguring the Quantum Board Configuring the Triton Analog Station Board Configuring the Triton Analog Trunk LS/GS and LS Boards Configuring the Triton VoIP BoardOverview Configuring the Triton T1/E1 Board Configuring the BoardConfiguration 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 Setting up Channels on the Triton T1/E1 Board T1/E1 ClockingSystem 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 the NSF Setting a TEIChannel 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 Trunk Configuration Trunks Out of ServiceChannel 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 Parameter Description T1 robbed-bit signaling Protocol Dialing DelayWink Start default Triton T1/E1 Trunk Properties Max. seconds Before the firstDigit Between digits Caller ID and did Incoming Sequence Example Sample Incoming Sequence window Triton Analog Trunk GS/LS Properties Parameter Description Interface TypeLoop Start Trunk Ground Start Trunk Enable Dial Tone Parameter Description Incoming RingCaller ID Receiving Centrex Flash Parameter Description Tone Disconnect ReceiverTransmission Gain Using the Match Impedance Button Performing Impedance Match on Your OwnRx Level at 600 Ohms 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 Quantum Trunk General Configuration Quantum Trunk PropertiesLoop Start Ground Start Receive from CO DB Gain Parameter Description Transmit to CO Incoming Call Routing Regular Trunk CallsWeb 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 Out Call Routing Configuration Using the trunk access codeUsing the route access code Configuring Out Call Routing Working with Route Definitions Setting Default Routes To create a routeTo 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 Setting up Extensions About the Apply To ButtonTo add an extension Type in an Extension Number Setting Personal Information Numbers Letters Forced Account Code Personal Call Recording Options Physical Location and Type Changing the Type Setting the Line Properties Assigning a Location to a Physical ExtensionChanging the Location Quantum Line Properties Triton Analog Station Line Properties Caller ID Signal Signal Type NoneFormat Message Waiting IP Extension Configuration Phone Display Options Configuring Group Options for an Extension To configure group options for an individual extensionAlti-IP 600 and IP 705 Phone Display Notes Setting Wrap-up Time Adding or Removing Group AssignmentsTo set the extension wrap-up time Check the Allow Workgroup Wrap Up Time check box Setting up Station Speed Dialing Setting Inter Call DelayPicking Up a Call from the Workgroup Queue Logging Outbound Workgroup Calls Setting the Mailbox Options To add or edit an entry Setting an Information-Only Mailbox SMTP/POP3 SettingDisabling a Mailbox Synchronizing with Exchange Server Setting Message Playback Options Mail Forwarding OptionsPress 0 Option Setting Message Notification Options Setting Mailbox Capacities Setting the Message Types for Notification Emergency NotificationUnusual VM Activity Notification Urgent Voice Messages Only All Voice Messages Setting Parameters for Unusual VM Activity Where Security Alerts Are LoggedAdding security values to the registry Setting the Type of Notification Setting Notification TimingOutcall to Cellular or PCS Phone Numbers Setting Notification Business Hours Enabling Message Notification Configuring Calling Restrictions Setting Call Restriction OptionsNo Restrictions on Outcalls Setting Answering Options Setting Other Call Restrictions Forwarding All Calls One Hop Limit to Call Forwarding for a Transferred CallHop Limit to Call Forwarding for Direct Calls To Voice Mail Do Not Disturb To the Operator Setting Call Waiting Options Handling Busy CallsHandling Unanswered Calls Forward to Voice Mail Configuring One Number Access Enabling One Number Access One Number Access Options Disabling One Number Access Setting Caller ID Verification Using a Password VerificationCall Screening Specifying Forwarding Numbers Setting Up Monitor Lists Configuring a Monitor ListRestrictions and Defaults To add members to the list To remove membersClick 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 Check the Reset IP Phone and Boot Download check boxes SettingRegistry Keep-Alive Duration-Indicates how often a SIP AltiGen IP Phone Configuration Parameter Description Program MableKeys 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 Establishing Basic Hunt Group Attributes To add a hunt groupTo set Group Information, type in the following Setting Call Restrictions Establishing Hunt Group MembershipTo add extensions to a hunt group Setting Hunt Group Mail Management Setting Login Status for System RestartTo 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 Workgroup Configuration System FeaturesWorkgroup Functionalities Agent’s Phone Operation Agent Desktop Application AltiAgentSupervisor’s Phone Operation Supervisor’s Desktop Application AltiSupervisor Activity Logging and Reporting Creating and Configuring Workgroups Overview of Workgroup Configuration Window Setting Up Workgroups Establishing Basic Workgroup AttributesTo 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 Setting Up Skill Based Routing Parameter Description After HoursNon-Workday Handling Workgroup Configuration, Skill Based Routing tab Setting Rules for Skill Based Routing To define a skill for a workgroupTo set skill-based routing rules 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 Setting IntraGroup Call Distribution Number of Rings Before HandlingSet 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 Expected Wait Time Sampling Queue Overflow ForwardingTo set options for handling queue overflow Quit Queue Option Priority PromotionSupervisor Queue Control 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 Managing and Using MeetMe Conference MeetMe Conference FeaturesHardware requirements Setting the MeetMe Conference Extension MeetMe Conference WindowSelect 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 Modifying the E-mail Template Starting and Stopping a MeetingContinuing a Meeting Beyond Its Duration Time Joining a Meeting Page Network Configuration Guidelines for VoIP ISP/Intranet Quality of Service QoSWAN Bandwidth WAN Router Configuration Firewall ConfigurationNetwork Using NAT Network Configuration Guidelines for AltiGen IP Phones Configuration Guidelines for NATPrivate Network Configuration Example Setup For the Remote IP Phone Using NATFor the Corporate LAN VPN Network Configuration Example For an H.323 IP Call from Another AltiWare on the InternetFor the Branch office LAN Router 1s Setting Local Secure GroupRemote 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 User name Password Login Domain Via Server DomainAdmin gives youOpening AltiEnterprise Manager Configure Global Least Cost Routing Setting VoIP Codec Profiles Changing the AltiEnterprise Manager PasswordConfiguration Buttons Tabs Displayed with the Servers Button Codec profile setting window in AltiEnterprise Manager Codec Profile Table Codec711/G.723/G.729 Silence Suppression Assigning Codec Profiles to IP Addresses RTP PacketLength 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 ID Server NameServer IP Address Remote Ext. Length Multi-site VoIP Domain Creating a Multi-site VoIP DomainPublish as a global 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 Working with Servers in the Domain Domain NameServer ID Length Global Server Adding a Server to a VoIP Domain Changing the Server ID LengthTo add a server to a VoIP domain 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 Changing an Extension’s Scope from Local to Global Ext System a System B System C ScopeLocal Conflict Changing an Extension’s Scope from Global to Local Situation 1 One Global and no conflictSituation 2 One or more Global with conflict Ext System a System B System C Relocating a Global Extension Click Relocate Configuring Global Least Cost Routing 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 Resetting Cumulative Statistics Parameter Description Packets LostAverage 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 Troubleshooting Tips To troubleshoot or double-check the server configurationTo check profiles To delete old profiles Application Settings group To gather trace filesPage Installing the Tapi Proxy Server To install AltiGen Tapi Proxy Server on the serverTapi Integration Setting Up the Client Install the AltiGen Tapi Service Provider on the ClientSet Up Phone and Modem Options 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 Changing Tapi Configuration Parameters To change Tapi Configuration ParametersWindows, go to Control Panel Phone and Modem Options Tapi Integration AltiWare ACM 5.1 Administration Manual Tools and Applications AltiGen Board TestPrograms AltiWare ACC/ACM Under Gateway Tools Under Utilities Backup and Restore Utility CT-Bus Test ToolTo run the CT-Bus Test Tool Scheduling Backups Backing Up FilesTo back up files To set backup schedules To restore backed up filesRestoring 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 System Configuration Data Service Provider Log DumpIP Phone 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 and E1 Isdn PRI Installations E1 R2 CAS InstallationChange the Configure Type to E1 Physical Layer Signaling Layer Country Signaling Values Set calling part categoryIncoming 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 Required Service Parameters Service Parameters/Request Information for T1Equipment Information Technical Information for T1 with Voice Type of Registered Services Provided Service Order CodeT1 Channel Assignment CSU/DSU Requirements Service Parameters/Request Information for PRI Switch TypeTechnical Information for PRI with Voice PRI Channel Assignment Service Parameters/Request Information for E1 Technical Information for E1 with VoiceE1 Channel Assignment Network Ports For external VoIP connection through a firewallGateway ID = Remote IP Phones Behind NAT Gateway ID=nTo connect the following applications through a Firewall TCP Page Technical Support & Product Repair Services How To Reach AltiGen Technical SupportTechnical Support Technical Training for Administrators Product RepairWho should attend? What do the courses cover? How can I register or where can I get more information? Page Troubleshooting Troubleshooting VoIP-Common Symptoms and SolutionsPoor Voice Quality Cannot Make a Connection IP Resource Does Not Appear in Current Resource Statistics Index Dnis Master MAX ONA Page T1/PRI