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AltiWare™ ACC 5.2AdministrationManual10/2008 4413-0001-5.2

Handling Unanswered Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275Number of Rings Before Handling . . . . . . . . . .

Chapter 7: Auto Attendant Configuration88 AltiWare ACC 5.2 Administration ManualUsing Pre-Recorded PromptsAltiWare provides ready-to-use pre-recorded

Chapter 7: Auto Attendant ConfigurationAltiWare ACC 5.2 Administration Manual 896. The system will replay the recorded phrase. Press # if the recordi

Chapter 7: Auto Attendant Configuration90 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 91CHAPTER8Multilingual ConfigurationAltiWare ACC supports multiple language prompts (8 languages total) for tru

Chapter 8: Multilingual Configuration92 AltiWare ACC 5.2 Administration Manual• In the Extension Configuration screen, choose an available language f

Chapter 8: Multilingual ConfigurationAltiWare ACC 5.2 Administration Manual 93• LangCustom_MexicoConfiguring for a Multilingual SystemTo configure Al

Chapter 8: Multilingual Configuration94 AltiWare ACC 5.2 Administration Manual4. Click OK.5. Repeat these steps for each language you want to add.The

Chapter 8: Multilingual ConfigurationAltiWare ACC 5.2 Administration Manual 95Note: This configuration is on top of the regular AA configuration. The

Chapter 8: Multilingual Configuration96 AltiWare ACC 5.2 Administration ManualExtension User Can Change Language SettingExtension users can change th

Chapter 8: Multilingual ConfigurationAltiWare ACC 5.2 Administration Manual 97All feature codes are enabled, by default.Lastly, the extension user mu

Configuring AltiServ Behind NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311Defining the IP Dialing Table . . . . . . . . .

Chapter 8: Multilingual Configuration98 AltiWare ACC 5.2 Administration ManualFigure 5. Configuring the language setting in DNISSee “DNIS Routing” on

AltiWare ACC 5.2 Administration Manual 99CHAPTER9Call Recording ConfigurationTo use the centralized call recording function, make sure the following r

Chapter 9: Call Recording Configuration100 AltiWare ACC 5.2 Administration Manual• calleeID is the target number or trk(bbcc)• workgroupID is the wor

Chapter 9: Call Recording ConfigurationAltiWare ACC 5.2 Administration Manual 101An FTP folder must be created for the Central Location, so that it c

Chapter 9: Call Recording Configuration102 AltiWare ACC 5.2 Administration ManualFigure 3. “Sign up for online storage or connect to a network server

Chapter 9: Call Recording ConfigurationAltiWare ACC 5.2 Administration Manual 1034. Click Choose another network location and click Next. The followi

Chapter 9: Call Recording Configuration104 AltiWare ACC 5.2 Administration ManualFigure 8. Confirmation screen7. Click Finish. The network place you

Chapter 9: Call Recording ConfigurationAltiWare ACC 5.2 Administration Manual 105Figure 10. Recording Configuration Window

Chapter 9: Call Recording Configuration106 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 107CHAPTER10Application Extension ConfigurationThe application extension is an extension pilot number that allo

Service Parameters/Request Information for T1 . . . . . . . . . . . . . . . . . . . . . 367Service Parameters/Request Information for PRI . . . . .

Chapter 10: Application Extension Configuration108 AltiWare ACC 5.2 Administration ManualFigure 1. Application Extension Configuration windowTo set u

Chapter 10: Application Extension ConfigurationAltiWare ACC 5.2 Administration Manual 109• AA—select the auto attendant number to use in the drop-dow

Chapter 10: Application Extension Configuration110 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 111CHAPTER11Board ConfigurationThis chapter shows how to configure AltiGen telephony boards:• Triton Resource B

Chapter 11: Board Configuration112 AltiWare ACC 5.2 Administration ManualDouble-click the board you want to configure, and a Board Configuration wind

Chapter 11: Board ConfigurationAltiWare ACC 5.2 Administration Manual 113Important: To implement some board configuration changes, you must shut down

Chapter 11: Board Configuration114 AltiWare ACC 5.2 Administration Manual• For Quantum boards in a Windows 2000 system, the valid physical board IDs

Chapter 11: Board ConfigurationAltiWare ACC 5.2 Administration Manual 115Configuring the Triton Analog Trunk LS/GS and LS BoardsThe Triton Analog Tru

Chapter 11: Board Configuration116 AltiWare ACC 5.2 Administration ManualConfigurationDouble-click the TritonIP board in the Boards window to open th

Chapter 11: Board ConfigurationAltiWare ACC 5.2 Administration Manual 117You can configure the board type: either T1 or E1 to run T1 CAS, T1 PRI, or

AltiWare ACC 5.2 Administration Manual 1About This ManualThis guide is designed for dealers, administrators, and technicians who are responsible for

Chapter 11: Board Configuration118 AltiWare ACC 5.2 Administration ManualFigure 8. Triton E1 configuration dialog boxReading the Status MessagesIf th

Chapter 11: Board ConfigurationAltiWare ACC 5.2 Administration Manual 119Reading the StatisticsThe Statistics panel displays the number of errors tha

Chapter 11: Board Configuration120 AltiWare ACC 5.2 Administration ManualNote: For ideally synchronized systems, Transmit and Receive Frame Slips cou

Chapter 11: Board ConfigurationAltiWare ACC 5.2 Administration Manual 121T1/E1 ClockingDepending on the configuration of the T1/E1 boards and span fo

Chapter 11: Board Configuration122 AltiWare ACC 5.2 Administration ManualFigure 9. T1 PRI Protocol Configuration dialog box (top half)Figure 10. T1 C

Chapter 11: Board ConfigurationAltiWare ACC 5.2 Administration Manual 123Figure 11. E1 PRI Protocol Configuration dialog box (top half)Figure 12. E1

Chapter 11: Board Configuration124 AltiWare ACC 5.2 Administration ManualSetting the ISDN PRI Switch ModeIf you select a Span Type of Regular ISDN PR

Chapter 11: Board ConfigurationAltiWare ACC 5.2 Administration Manual 125If you select a Span Type of Regular ISDN PRI in the E1 PRI Configuration Wi

Chapter 11: Board Configuration126 AltiWare ACC 5.2 Administration ManualConfiguring an ISDN Numbering PlanThe ISDN Numbering Plan button in the Prot

Chapter 11: Board ConfigurationAltiWare ACC 5.2 Administration Manual 127• Numbering Plan:– Unknown– ISDN– National– PrivateThe setting Unknown is us

2 AltiWare ACC 5.2 Administration Manual

Chapter 11: Board Configuration128 AltiWare ACC 5.2 Administration ManualSetting PRI Calling NumbersA PRI Calling Number Setting in the bottom half o

Chapter 11: Board ConfigurationAltiWare ACC 5.2 Administration Manual 129If AltiServ detects the Calling Number is not accepted by the Carrier, it wi

Chapter 11: Board Configuration130 AltiWare ACC 5.2 Administration ManualConfiguring Virtual Boards SIPSP and H323SPA VoIP connection typically consi

Chapter 11: Board ConfigurationAltiWare ACC 5.2 Administration Manual 131The number of configured channels and licensed channels are displayed. AltiS

Chapter 11: Board Configuration132 AltiWare ACC 5.2 Administration ManualConfiguring the MAX BoardThe MAX Server is a telecom appliance that consists

Chapter 11: Board ConfigurationAltiWare ACC 5.2 Administration Manual 133Double-clicking a channel in the Channel Mapping List opens the appropriate

Chapter 11: Board Configuration134 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 135CHAPTER12Trunk ConfigurationTrunk attributes and parameters are set using the Trunk Configuration window. Th

Chapter 12: Trunk Configuration136 AltiWare ACC 5.2 Administration ManualFigure 1. Channel Information box Opening the Trunk Configuration WindowTo o

Chapter 12: Trunk ConfigurationAltiWare ACC 5.2 Administration Manual 137The Trunk Configuration window opens:Figure 3. Trunk Configuration, General

AltiWare ACC 5.2 Administration Manual 3CHAPTER1OverviewAltiWare is AltiGen’s system software targeted for the small to midsize business and contact c

Chapter 12: Trunk Configuration138 AltiWare ACC 5.2 Administration ManualSetting General Trunk AttributesSelect a channel to view its current attribu

Chapter 12: Trunk ConfigurationAltiWare ACC 5.2 Administration Manual 139Paging—This configuration is for an overhead paging equipment and requires a

Chapter 12: Trunk Configuration140 AltiWare ACC 5.2 Administration ManualNote: For IP tie trunks, use the IP Dialing Table in AltiEnterprise Manager

Chapter 12: Trunk ConfigurationAltiWare ACC 5.2 Administration Manual 141• Holiday Profile—A holiday profile can be assigned to a trunk. The drop-dow

Chapter 12: Trunk Configuration142 AltiWare ACC 5.2 Administration ManualH323 Tie Trunk PropertiesTo open a trunk configuration dialog box for an H32

Chapter 12: Trunk ConfigurationAltiWare ACC 5.2 Administration Manual 143SIP Trunk Properties Traditionally telecom trunks are from your local carrie

Chapter 12: Trunk Configuration144 AltiWare ACC 5.2 Administration ManualThe SIP Trunk Configuration dialog box opens:Figure 5. SIP Trunk Configurati

Chapter 12: Trunk ConfigurationAltiWare ACC 5.2 Administration Manual 145Triton T1/E1 Trunk PropertiesTo open a configuration dialog box for a Triton

Chapter 12: Trunk Configuration146 AltiWare ACC 5.2 Administration ManualNote: In order for back-to-back T1 and tie trunk T1 configurations to perfor

Chapter 12: Trunk ConfigurationAltiWare ACC 5.2 Administration Manual 147Caller ID and DID Incoming Sequence ExampleThe following is an example of a

Chapter 1: Overview4 AltiWare ACC 5.2 Administration Manual• SIP Extension Home Gateway Assignment - This feature affects only multi-chassis installa

Chapter 12: Trunk Configuration148 AltiWare ACC 5.2 Administration ManualTriton Analog Trunk GS/LS PropertiesTo open a configuration dialog box for a

Chapter 12: Trunk ConfigurationAltiWare ACC 5.2 Administration Manual 149Incoming Ring Single—Default setting for North AmericaDouble—For countries u

Chapter 12: Trunk Configuration150 AltiWare ACC 5.2 Administration ManualTone DisconnectBusy tone (reorder tone, fast busy tone, error tone, and so o

Chapter 12: Trunk ConfigurationAltiWare ACC 5.2 Administration Manual 151Performing Impedance Match on Your OwnFor each individual analog trunk that

Chapter 12: Trunk Configuration152 AltiWare ACC 5.2 Administration ManualNote: If the Hybrid Echo Return Loss reading of a trunk is worse than -6 dB,

Chapter 12: Trunk ConfigurationAltiWare ACC 5.2 Administration Manual 1534. Click the Test Rx Level button. When the test is complete, the Test Rx Le

Chapter 12: Trunk Configuration154 AltiWare ACC 5.2 Administration ManualFigure 11. Setting the AA to play a prompt phrase 3. Set the Timeout to Repe

Chapter 12: Trunk ConfigurationAltiWare ACC 5.2 Administration Manual 155Figure 13. Setting trunk In Call Routing to an AA 5. Call from one trunk to

Chapter 12: Trunk Configuration156 AltiWare ACC 5.2 Administration ManualIf the reading is worse than -18 dB, you should contact your CO to adjust th

Chapter 12: Trunk ConfigurationAltiWare ACC 5.2 Administration Manual 157Quantum Trunk PropertiesThe Quantum board is a supported but discontinued bo

Chapter 1: OverviewAltiWare ACC 5.2 Administration Manual 5• Codec Profile - Multiple codec profiles with different settings can be created and appli

Chapter 12: Trunk Configuration158 AltiWare ACC 5.2 Administration ManualIncoming Ring TypeSingle—Default setting for North AmericaDouble—For countri

Chapter 12: Trunk ConfigurationAltiWare ACC 5.2 Administration Manual 159Transmit to CO (dB Gain)Slide setting adjusts the gain from the trunk to the

Chapter 12: Trunk Configuration160 AltiWare ACC 5.2 Administration ManualIncoming Call RoutingTo set incoming call routing for a trunk, select the tr

Chapter 12: Trunk ConfigurationAltiWare ACC 5.2 Administration Manual 161Figure 16. Trunk Configuration, Out Call Blocking tabIf you select Trunk all

Chapter 12: Trunk Configuration162 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 163CHAPTER13In Call Routing ConfigurationIn Call Routing rules determine how the system routes incoming trunk c

Chapter 13: In Call Routing Configuration164 AltiWare ACC 5.2 Administration ManualCaller ID RoutingWhen an incoming call comes through a trunk with

Chapter 13: In Call Routing ConfigurationAltiWare ACC 5.2 Administration Manual 165Defining Caller ID RoutingAfter adding an entry, you define it by

Chapter 13: In Call Routing Configuration166 AltiWare ACC 5.2 Administration ManualFigure 2. In Call Routing window, DNIS Routing tabAdding and Delet

Chapter 13: In Call Routing ConfigurationAltiWare ACC 5.2 Administration Manual 167• Non WorkdaysWithin each of these three time slots, you have the

Chapter 1: Overview6 AltiWare ACC 5.2 Administration ManualCapacity ImprovementsPBX Capacity• Maximum 400 extensions (IP and analog extensions)• Maxi

Chapter 13: In Call Routing Configuration168 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 169CHAPTER14Out Call Routing ConfigurationThere are two ways to initiate outbound dialing in an AltiGen PBX: •

Chapter 14: Out Call Routing Configuration170 AltiWare ACC 5.2 Administration ManualConfiguring Out Call RoutingTo configure out call routing, select

Chapter 14: Out Call Routing ConfigurationAltiWare ACC 5.2 Administration Manual 171Working with Route DefinitionsA route definition consists of a ro

Chapter 14: Out Call Routing Configuration172 AltiWare ACC 5.2 Administration ManualTo create a route 1. Click Add under the route definition list. T

Chapter 14: Out Call Routing ConfigurationAltiWare ACC 5.2 Administration Manual 173Click the Default Routes tab in the Out Call Routing Configuratio

Chapter 14: Out Call Routing Configuration174 AltiWare ACC 5.2 Administration Manual• You would like to block a dialing pattern in addition to system

Chapter 14: Out Call Routing ConfigurationAltiWare ACC 5.2 Administration Manual 175Dialing pattern configuration tips• If a dialing pattern has mult

Chapter 14: Out Call Routing Configuration176 AltiWare ACC 5.2 Administration ManualConfiguration Example - Solving 10-digit DialingSituation: Compan

Chapter 14: Out Call Routing ConfigurationAltiWare ACC 5.2 Administration Manual 1773. On the Dialing Pattern tab, add two dialing patterns: “1214” a

Chapter 1: OverviewAltiWare ACC 5.2 Administration Manual 7• AltiView/AltiAgent users can assign an account code to a call without putting the caller

Chapter 14: Out Call Routing Configuration178 AltiWare ACC 5.2 Administration ManualResolving Dialing Delay for Non-USA/Canada CountriesWhen installi

Chapter 14: Out Call Routing ConfigurationAltiWare ACC 5.2 Administration Manual 179[Need new screen shot]3. On the Dialing Pattern tab of the Out Ca

Chapter 14: Out Call Routing Configuration180 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 181CHAPTER15Extension ConfigurationThe Extension Configuration window provides for creating extensions and sett

Chapter 15: Extension Configuration182 AltiWare ACC 5.2 Administration Manual• Physical Extensions are associated with a physical port and device, us

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 183extension to all AltiServ systems within the VoIP Domain, check the Glob

Chapter 15: Extension Configuration184 AltiWare ACC 5.2 Administration Manual(Ext. 101 using 1012, 9101, 10101, and so on) are not allowed. The lette

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 185• Enable Intercom—Select this box to enable the intercom call feature fo

Chapter 15: Extension Configuration186 AltiWare ACC 5.2 Administration Manual• Dedicated Seat—Assigns this extension a recording license for its excl

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 187Physical Location and TypeYou can change the extension’s type and locati

WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently

Chapter 1: Overview8 AltiWare ACC 5.2 Administration Manual• Ability to manage Activity greetings• Ability to transfer or conference by clicking in S

Chapter 15: Extension Configuration188 AltiWare ACC 5.2 Administration ManualQuantum Line PropertiesIf you select a Quantum board extension and click

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 189Triton Analog Station Line PropertiesIf you select a Triton Analog Stati

Chapter 15: Extension Configuration190 AltiWare ACC 5.2 Administration ManualIP Extension ConfigurationSee “Setting Up IP Extensions” on page 213 for

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 191Phone Display OptionsFor analog and IP phones, the administrator can sel

Chapter 15: Extension Configuration192 AltiWare ACC 5.2 Administration ManualYou can assign an extension to and remove an extension from a group in t

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 193To remove a group assigned to a physical or virtual extension1. Click th

Chapter 15: Extension Configuration194 AltiWare ACC 5.2 Administration ManualTo set an agent’s outgoing workgroupIn the Log Outbound Call to Workgrou

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 195Editing Speed Dial EntriesTo add or edit an entry1. Double-click the Sta

Chapter 15: Extension Configuration196 AltiWare ACC 5.2 Administration ManualFigure 6. Extension Configuration, Mail Management tabSetting an Informa

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 197Mail Forwarding Options• Enable Mail Forwarding—selected, the user’s e-m

Chapter 1: OverviewAltiWare ACC 5.2 Administration Manual 9Key System FeaturesThe following sections list the key features of the AltiWare system.IP

Chapter 15: Extension Configuration198 AltiWare ACC 5.2 Administration ManualThese options can be applied to multiple extensions using Apply to.Setti

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 199Setting the Message Types for NotificationSelect the types of messages f

Chapter 15: Extension Configuration200 AltiWare ACC 5.2 Administration Manual• SecurityConnectionDuration (value range is from 1-1440 minutes [24 hou

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 201• For the Pager option, the system calls the specified pager number and

Chapter 15: Extension Configuration202 AltiWare ACC 5.2 Administration ManualNote: You may need to try a different delay setting to make sure the use

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 203Note: You can use Apply to to apply call restriction settings to one, so

Chapter 15: Extension Configuration204 AltiWare ACC 5.2 Administration Manualsure the password is properly configured to prevent an intruder from usi

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 205A One Hop Limit to Call Forwarding for a Transferred CallThere is a one

Chapter 15: Extension Configuration206 AltiWare ACC 5.2 Administration Manualseconds, then dial 211. Second example: "102,,01,,,5#" means d

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 207Handling Unanswered CallsThe No Answer Call Handling function provides o

Chapter 1: Overview10 AltiWare ACC 5.2 Administration ManualConfigurable Phone Display - the system administrator can configure the Caller ID, Name,

Chapter 15: Extension Configuration208 AltiWare ACC 5.2 Administration ManualTo configure ONA, select the extension number from the Agent/Supervisor/

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 209Call ScreeningWhen the Enable Call Screening option is checked, callers

Chapter 15: Extension Configuration210 AltiWare ACC 5.2 Administration ManualSetting Up Monitor ListsThe Monitor List tab provides for setting up lis

Chapter 15: Extension ConfigurationAltiWare ACC 5.2 Administration Manual 211Configuring a Monitor ListTo set up a monitor list, select the extension

Chapter 15: Extension Configuration212 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 213CHAPTER16Setting Up IP ExtensionsThe AltiGen IP phone communicates with the system using SIP protocol to est

Chapter 16: Setting Up IP Extensions214 AltiWare ACC 5.2 Administration ManualFigure 2. Signaling and media channel between two IP phonesSignaling Ch

Chapter 16: Setting Up IP ExtensionsAltiWare ACC 5.2 Administration Manual 215• SIP Extension Channel—Establishes a logical channel relationship with

Chapter 16: Setting Up IP Extensions216 AltiWare ACC 5.2 Administration ManualThe media channel implementation consists of the following elements:• C

Chapter 16: Setting Up IP ExtensionsAltiWare ACC 5.2 Administration Manual 217• Monitor Codec Usage—Viewing codec usage status.Setting an IP Extensio

Chapter 1: OverviewAltiWare ACC 5.2 Administration Manual 11Individual and System Call Pick Up - allows users to answer a ringing telephone from anot

Chapter 16: Setting Up IP Extensions218 AltiWare ACC 5.2 Administration Manual• Home Gateway ID—This configuration is meaningful for a multi-chassis

Chapter 16: Setting Up IP ExtensionsAltiWare ACC 5.2 Administration Manual 219For remote IP phone deploymentIf you do not enter the remote IP phone&a

Chapter 16: Setting Up IP Extensions220 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 221CHAPTER17AltiGen IP Phone ConfigurationAltiGen manufactures a series of IP phones. The system administrator

Chapter 17: AltiGen IP Phone Configuration222 AltiWare ACC 5.2 Administration ManualThis opens the AltiGen IP Phone Configuration window, where, afte

Chapter 17: AltiGen IP Phone ConfigurationAltiWare ACC 5.2 Administration Manual 223DebugThis is for debugging the IP phone using Telnet. You need to

Chapter 17: AltiGen IP Phone Configuration224 AltiWare ACC 5.2 Administration ManualAfter setting parameters on the General tab, go to the tab that c

Chapter 17: AltiGen IP Phone ConfigurationAltiWare ACC 5.2 Administration Manual 225Parameter DescriptionProgram-mable KeysUse the drop-down list to

Chapter 17: AltiGen IP Phone Configuration226 AltiWare ACC 5.2 Administration ManualImportant: The configuration in AltiWare Administrator will overr

AltiWare ACC 5.2 Administration Manual 227CHAPTER18Mobile Extension ConfigurationIf your company has employees working at home or servicing customers

Chapter 1: Overview12 AltiWare ACC 5.2 Administration ManualPaging (analog trunk or station port) - allows paging through a Zone paging device connec

Chapter 18: Mobile Extension Configuration228 AltiWare ACC 5.2 Administration ManualMobile Extension DiagramA simulated physical board (MobileExt boa

Chapter 18: Mobile Extension ConfigurationAltiWare ACC 5.2 Administration Manual 229button. In the dialog box that appears, click the Add/Remove Mobi

Chapter 18: Mobile Extension Configuration230 AltiWare ACC 5.2 Administration Manual3. When you are finished adding channels as mobile trunks, restar

Chapter 18: Mobile Extension ConfigurationAltiWare ACC 5.2 Administration Manual 231Figure 4. Changing a virtual extension to a physical extension an

Chapter 18: Mobile Extension Configuration232 AltiWare ACC 5.2 Administration ManualFigure 5. ExtensionAnywhere Configuration - MobileExt dialog box•

Chapter 18: Mobile Extension ConfigurationAltiWare ACC 5.2 Administration Manual 233Figure 6. Mobile Trunks dialog box• In the Phrase panel, you have

Chapter 18: Mobile Extension Configuration234 AltiWare ACC 5.2 Administration ManualFigure 7. Mobile Extension Board Configuration dialog box• Max Nu

Chapter 18: Mobile Extension ConfigurationAltiWare ACC 5.2 Administration Manual 235Voice Mail for Mobile ExtensionsWhen the mobile extension phone i

Chapter 18: Mobile Extension Configuration236 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 237CHAPTER19Hunt Group ConfigurationThe hunt group is a simple call distribution application for operator, call

Chapter 1: OverviewAltiWare ACC 5.2 Administration Manual 13Call Queuing - places caller in a queue to wait until an ACD group member becomes availab

Chapter 19: Hunt Group Configuration238 AltiWare ACC 5.2 Administration ManualThe Huntgroup Configuration window provides for creating hunt groups, s

Chapter 19: Hunt Group ConfigurationAltiWare ACC 5.2 Administration Manual 239To add a hunt group:1. Click the Add button under the Group List. The A

Chapter 19: Hunt Group Configuration240 AltiWare ACC 5.2 Administration ManualSetting Call RestrictionsThe call restriction rules on the General tab

Chapter 19: Hunt Group ConfigurationAltiWare ACC 5.2 Administration Manual 241Figure 2. Huntgroup Configuration, Group Member tab3. Select the extens

Chapter 19: Hunt Group Configuration242 AltiWare ACC 5.2 Administration ManualTo work with mail management settings, click the Mail Management tab, a

Chapter 19: Hunt Group ConfigurationAltiWare ACC 5.2 Administration Manual 243– Keep Messages as SavedSetting Mailbox Playback OptionsYou can use the

Chapter 19: Hunt Group Configuration244 AltiWare ACC 5.2 Administration ManualFigure 4. Huntgroup Configuration, Notification tabIndividual users can

Chapter 19: Hunt Group ConfigurationAltiWare ACC 5.2 Administration Manual 245• Phone/Pager - for the Phone and Pager options, first specify the trun

Chapter 19: Hunt Group Configuration246 AltiWare ACC 5.2 Administration Manual• Seconds after Answered—If the answer supervision signal is provided b

Chapter 19: Hunt Group ConfigurationAltiWare ACC 5.2 Administration Manual 247Figure 5. Huntgroup Configuration, Call Handling tabHandling Busy Calls

Chapter 1: Overview14 AltiWare ACC 5.2 Administration Manual• Assigning skill level requirement (SKLR) to caller• Assigning skill level (SKL) to agen

Chapter 19: Hunt Group Configuration248 AltiWare ACC 5.2 Administration Manual• To AA—select the AA to use in the drop-down list under the option. •

Chapter 19: Hunt Group ConfigurationAltiWare ACC 5.2 Administration Manual 249• Ring Next Available Member—a round-robin method that attempts to even

Chapter 19: Hunt Group Configuration250 AltiWare ACC 5.2 Administration ManualThe default audio peripheral setup is discussed in “Audio Peripheral Co

AltiWare ACC 5.2 Administration Manual 251CHAPTER20Paging Group ConfigurationThe IP paging group is a group of IP phones that can receive station pagi

Chapter 20: Paging Group Configuration252 AltiWare ACC 5.2 Administration Manual Figure 1. Paging Group Configuration windowTo set up a Paging Group:

Chapter 20: Paging Group ConfigurationAltiWare ACC 5.2 Administration Manual 253To add members to a Paging Group:1. On the Group Member tab of the Pa

Chapter 20: Paging Group Configuration254 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 255CHAPTER21Line Park ConfigurationThe Line Park feature is a kind of call park method. The main differences be

Chapter 21: Line Park Configuration256 AltiWare ACC 5.2 Administration ManualFigure 1. Line Park Configuration windowTo set up a Line Park Group:1. I

Chapter 21: Line Park ConfigurationAltiWare ACC 5.2 Administration Manual 257• Play ring back tone to caller when parked—Select this option when you

Chapter 1: OverviewAltiWare ACC 5.2 Administration Manual 15Auto Attendant (AA) FeaturesThe AA features provide quick and courteous processing of all

Chapter 21: Line Park Configuration258 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 259CHAPTER22Workgroup ConfigurationThe workgroup is an automatic call distribution (ACD) feature designed to en

Chapter 22: Workgroup Configuration260 AltiWare ACC 5.2 Administration Manual• Agent ready/not-ready and wrap-up management• Record inbound and outbo

Chapter 22: Workgroup ConfigurationAltiWare ACC 5.2 Administration Manual 261• Pick and redirect calls in queueActivity Logging and Reporting• Workgr

Chapter 22: Workgroup Configuration262 AltiWare ACC 5.2 Administration Manual• When a call’s priority is changed, its priority queue time will be res

Chapter 22: Workgroup ConfigurationAltiWare ACC 5.2 Administration Manual 263Apply to ButtonThe Workgroup Configuration window often allows you to ap

Chapter 22: Workgroup Configuration264 AltiWare ACC 5.2 Administration Manual• DID Number—each workgroup can be assigned a DID number. This number do

Chapter 22: Workgroup ConfigurationAltiWare ACC 5.2 Administration Manual 265Service Level ThresholdThe Service Level Threshold scroll box allows you

Chapter 22: Workgroup Configuration266 AltiWare ACC 5.2 Administration ManualWARNING! Listening in to or recording a conversation without the consent

Chapter 22: Workgroup ConfigurationAltiWare ACC 5.2 Administration Manual 267To change Record N out of 10 calls for an agent, click the cell you want

Chapter 1: Overview16 AltiWare ACC 5.2 Administration ManualMaking a Call from the Voice Mail System - allows users to make a call from within the Vo

Chapter 22: Workgroup Configuration268 AltiWare ACC 5.2 Administration ManualTo add extension(s) to a workgroup:1. Select the workgroup in the Group

Chapter 22: Workgroup ConfigurationAltiWare ACC 5.2 Administration Manual 269Figure 4. Workgroup Configuration, Mail Management tabNote: You can use

Chapter 22: Workgroup Configuration270 AltiWare ACC 5.2 Administration ManualSetting Mailbox Playback OptionsYou can use the following check boxes to

Chapter 22: Workgroup ConfigurationAltiWare ACC 5.2 Administration Manual 271Voice Mail Access OptionTo allow agents of a workgroup to access the gro

Chapter 22: Workgroup Configuration272 AltiWare ACC 5.2 Administration Manual• Notification is set to Non-Business Hours• Voice mail is received duri

Chapter 22: Workgroup ConfigurationAltiWare ACC 5.2 Administration Manual 273• Seconds after Dialing—If the pager carrier cannot provide an answer su

Chapter 22: Workgroup Configuration274 AltiWare ACC 5.2 Administration ManualFigure 6. Workgroup Configuration, Call Handling tabHandling Busy CallsY

Chapter 22: Workgroup ConfigurationAltiWare ACC 5.2 Administration Manual 275• To an Outside Number—this option is available if it is allowed in the

Chapter 22: Workgroup Configuration276 AltiWare ACC 5.2 Administration Manual• Ring First Available Member—first available extension in a workgroup.

Chapter 22: Workgroup ConfigurationAltiWare ACC 5.2 Administration Manual 277Queue ManagementThe Queue Management tab in Workgroup Configuration allo

Chapter 1: OverviewAltiWare ACC 5.2 Administration Manual 17Exchange Integration (ACM only) - provides message synchronization between AltiWare and a

Chapter 22: Workgroup Configuration278 AltiWare ACC 5.2 Administration ManualExpected Wait Time SamplingTo calculate Expected Queue Time, the system

Chapter 22: Workgroup ConfigurationAltiWare ACC 5.2 Administration Manual 279Note: Forwarding calls to a pager is possible but not recommended since

Chapter 22: Workgroup Configuration280 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 281CHAPTER23Managing and Using MeetMeConferenceAltiWare provides two different types of conference bridges, Sta

Chapter 23: Managing and Using MeetMe Conference282 AltiWare ACC 5.2 Administration ManualSetting the MeetMe Conference ExtensionBefore MeetMe Confer

Chapter 23: Managing and Using MeetMe ConferenceAltiWare ACC 5.2 Administration Manual 283This is the same application the clients use. Using this wi

Chapter 23: Managing and Using MeetMe Conference284 AltiWare ACC 5.2 Administration ManualUsing the Calendar ButtonThe Create Meeting and Modify Meet

Chapter 23: Managing and Using MeetMe ConferenceAltiWare ACC 5.2 Administration Manual 285Creating a MeetingTo create a meeting, click one of the Cre

Chapter 23: Managing and Using MeetMe Conference286 AltiWare ACC 5.2 Administration ManualFill in the fields of the Create Meeting dialog box, and cl

Chapter 23: Managing and Using MeetMe ConferenceAltiWare ACC 5.2 Administration Manual 287Weekly MeetingIf you select Weekly from the Schedule drop-d

ContentsAbout This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Related Publications . . . . . . . . . .

Chapter 1: Overview18 AltiWare ACC 5.2 Administration ManualMonitor List - lets you configure an extension’s privilege to see other extension’s call

Chapter 23: Managing and Using MeetMe Conference288 AltiWare ACC 5.2 Administration Manual4. Select either On Date to specify a day of the month by n

Chapter 23: Managing and Using MeetMe ConferenceAltiWare ACC 5.2 Administration Manual 289Modifying the E-mail TemplateYou can edit the e-mail templa

Chapter 23: Managing and Using MeetMe Conference290 AltiWare ACC 5.2 Administration ManualJoining a MeetingUsers calling from an extension can join a

AltiWare ACC 5.2 Administration Manual 291CHAPTER24Network Configuration Guidelinesfor VoIPReal-time applications such as voice communications require

Chapter 24: Network Configuration Guidelines for VoIP292 AltiWare ACC 5.2 Administration Manual• The Jitter Buffer should be adjusted according to th

Chapter 24: Network Configuration Guidelines for VoIPAltiWare ACC 5.2 Administration Manual 293Network Configuration Guidelines for AltiGen IP Phones

Chapter 24: Network Configuration Guidelines for VoIP294 AltiWare ACC 5.2 Administration ManualFigure 1. AltiWare behind NATFigure 1 shows a private

Chapter 24: Network Configuration Guidelines for VoIPAltiWare ACC 5.2 Administration Manual 295No special configuration is needed for Router 2. Also,

Chapter 24: Network Configuration Guidelines for VoIP296 AltiWare ACC 5.2 Administration ManualWhen configuring the remote IP phones—IP Phone 3, IP P

Chapter 24: Network Configuration Guidelines for VoIPAltiWare ACC 5.2 Administration Manual 297Router 2's Setting Router 2's public IP addr

Chapter 1: OverviewAltiWare ACC 5.2 Administration Manual 19Global IP Dialing Table - The IP Dialing Table is configured in AltiEnterprise Manager. T

Chapter 24: Network Configuration Guidelines for VoIP298 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 299CHAPTER25Enterprise VoIP Network ManagementThe VoIP-related aspects of both single-server systems and multi-

Chapter 25: Enterprise VoIP Network Management300 AltiWare ACC 5.2 Administration ManualUnderstanding VoIP Bandwidth RequirementsBefore starting VoIP

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 301Opening AltiEnterprise ManagerTo open AltiEnterprise Manager,

Chapter 25: Enterprise VoIP Network Management302 AltiWare ACC 5.2 Administration Manual When multiple systems are added to the VoIP domain, all memb

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 303Configuration Buttons• Servers button displays the VoIP domai

Chapter 25: Enterprise VoIP Network Management304 AltiWare ACC 5.2 Administration ManualSetting VoIP Codec ProfilesBeginning with AltiWare 5.1, the c

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 305Named codec profiles are listed on the left. To create a new

Chapter 25: Enterprise VoIP Network Management306 AltiWare ACC 5.2 Administration ManualAssigning Codec Profiles to IP AddressesYou can specify what

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 307To set IP address ranges and assign codec profiles to them, i

Chapter 1: Overview20 AltiWare ACC 5.2 Administration ManualOptional Add-On SoftwareThe following software is optional:AltiConsole - a Windows-based

Chapter 25: Enterprise VoIP Network Management308 AltiWare ACC 5.2 Administration ManualTo set the codec for a connection among AltiGateways in the s

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 309 Defining Your NetworkIf you need to configure either bandwid

Chapter 25: Enterprise VoIP Network Management310 AltiWare ACC 5.2 Administration ManualTo define an address range1. Click the Add button in the IP N

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 311• It is recommended that you use 20ms frame size for G.711 an

Chapter 25: Enterprise VoIP Network Management312 AltiWare ACC 5.2 Administration Manual Enter the Public IP address of the router in the Public IP A

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 313 Figure 2. IP Dialing Table tab in AltiEnterprise ManagerThe

Chapter 25: Enterprise VoIP Network Management314 AltiWare ACC 5.2 Administration ManualDefine the attributes for the entry:Parameter DescriptionServ

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 315The Multi-site VoIP DomainA group of AltiGen systems can form

Chapter 25: Enterprise VoIP Network Management316 AltiWare ACC 5.2 Administration ManualThe name of the server appears in the Location Name field, an

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 317 Declaring Additional Servers for the VoIP DomainAdditional s

AltiWare ACC 5.2 Administration Manual 21CHAPTER2AltiWare RequirementsThis chapter describes the hardware and software requirements for AltiWare 5.2.

Chapter 25: Enterprise VoIP Network Management318 AltiWare ACC 5.2 Administration Manual 6. Click Apply, then click Close.Repeat these steps for each

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 319Changing the Server ID LengthThe Server ID is used for the fo

Chapter 25: Enterprise VoIP Network Management320 AltiWare ACC 5.2 Administration ManualAfter you add a member server to the VoIP domain, an entry is

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 321A dialog box opens that requires you to input the slave serve

Chapter 25: Enterprise VoIP Network Management322 AltiWare ACC 5.2 Administration Manual When an extension is added to a member system, this extensio

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 323 You may see any of the following in the Scope column:• Globa

Chapter 25: Enterprise VoIP Network Management324 AltiWare ACC 5.2 Administration Manual 1. Extension 401 is created in System A for local purposes.

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 325 Changing an Extension’s Scope from Global to LocalIf you wan

Chapter 25: Enterprise VoIP Network Management326 AltiWare ACC 5.2 Administration Manual Note: After you make the change, extensions 403 and 404 can

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 327• Site B creates extension 1001. If extension 1001 is found i

Chapter 2: AltiWare Requirements22 AltiWare ACC 5.2 Administration ManualCPU, Memory, and HDD RequirementsThe following table lists the minimum requi

Chapter 25: Enterprise VoIP Network Management328 AltiWare ACC 5.2 Administration ManualRelocating a Global Extension Using #27 on Analog Phone vs IP

Chapter 25: Enterprise VoIP Network ManagementAltiWare ACC 5.2 Administration Manual 329• The target system needs to have the hop-off restriction ref

Chapter 25: Enterprise VoIP Network Management330 AltiWare ACC 5.2 Administration ManualTo edit an entry made to the Global Least Cost Routing table,

AltiWare ACC 5.2 Administration Manual 331CHAPTER26System Report ManagementAltiWare provides a System Summary report and an IP Cumulative Traffic Stat

Chapter 26: System Report Management332 AltiWare ACC 5.2 Administration ManualThe system summary report displays:• Extension Summary—Configured exten

Chapter 26: System Report ManagementAltiWare ACC 5.2 Administration Manual 333The difference between the Current Resource Statistics window and the I

Chapter 26: System Report Management334 AltiWare ACC 5.2 Administration Manual

Chapter 27: Tools and ApplicationsAltiWare ACC 5.2 Administration Manual 335CHAPTER27Tools and ApplicationsAltiWare comes with the following tools an

Chapter 27: Tools and Applications336 AltiWare ACC 5.2 Administration ManualCT-Bus Test ToolThe CT-Bus Test Tool is a tool that detects one-way conne

Chapter 27: Tools and ApplicationsAltiWare ACC 5.2 Administration Manual 337The settings:Backup and Restore UtilityTo back up or restore data, select

Chapter 2: AltiWare RequirementsAltiWare ACC 5.2 Administration Manual 23• Software license key—A 20-digit key located on the front of the End User L

Chapter 27: Tools and Applications338 AltiWare ACC 5.2 Administration ManualBacking Up FilesTo back up files1. Select the Backup icon to view the Bac

Chapter 27: Tools and ApplicationsAltiWare ACC 5.2 Administration Manual 339To set backup schedules1. In the System Data Management window, select th

Chapter 27: Tools and Applications340 AltiWare ACC 5.2 Administration Manual4. Using the Restore From drop-down list, select the day you want to rest

Chapter 27: Tools and ApplicationsAltiWare ACC 5.2 Administration Manual 341Launch the AltiWare Admin & Extension Security Checker from Start >

Chapter 27: Tools and Applications342 AltiWare ACC 5.2 Administration ManualTo check extension security1. Select the security characteristics you wan

Chapter 27: Tools and ApplicationsAltiWare ACC 5.2 Administration Manual 343Start & Stop All AltiGen ServicesYou can start or stop all AltiGen se

Chapter 27: Tools and Applications344 AltiWare ACC 5.2 Administration ManualThe following describes the fields in the Trace Collector:Time Period for

Chapter 27: Tools and ApplicationsAltiWare ACC 5.2 Administration Manual 345• System Configuration Data Collects system configuration data, including

Chapter 27: Tools and Applications346 AltiWare ACC 5.2 Administration ManualRuns Pump.exe to dump the Quantum (if it exists) DSP binary log, runs fmt

Chapter 27: Tools and ApplicationsAltiWare ACC 5.2 Administration Manual 347Voice File ConverterThis tool converts phrase, greeting, and music files

Chapter 2: AltiWare Requirements24 AltiWare ACC 5.2 Administration ManualInstalling AltiWare Admin on a Network Client AltiWare Administrator can be

Chapter 27: Tools and Applications348 AltiWare ACC 5.2 Administration ManualRead ConfigRead Config (or Configuration Reader) is a tool that creates a

Chapter 27: Tools and ApplicationsAltiWare ACC 5.2 Administration Manual 349Work/Hunt Group ConverterAltiWare’s Work/Hunt Group Converter allows you

Chapter 27: Tools and Applications350 AltiWare ACC 5.2 Administration Manual– queue quit forward (returns to default value - to voice mail)– call dis

AltiWare ACC 5.2 Administration Manual 351APPENDIXAE1-R2 and E1 ISDN PRI InstallationsE1 R2 CAS InstallationThis section describes the configuration p

352 AltiWare ACC 5.2 Administration Manual2. In the Board Configuration window, double-click the channel group to open the Channel Group Configuration

AltiWare ACC 5.2 Administration Manual 3535. In the Trunk Configuration window, click the Trunk Properties button to open the E1 Channel Configuration

354 AltiWare ACC 5.2 Administration ManualTable 1. Signaling values, by countryCountry Signaling ValuesChile/Nacional MFC-R2Set calling part category:

AltiWare ACC 5.2 Administration Manual 355China MFC-R2 Set calling part category: 3[Assume no caller ID provided]: Incoming sequence: DID/DNISIn-call

356 AltiWare ACC 5.2 Administration ManualEcuador MFC-R2 Set calling part category: 1[Assume no caller ID provided]: Incoming sequence: DID/DNISIn-cal

AltiWare ACC 5.2 Administration Manual 357Mexico / Teléfonos de MexicoSet calling part category: 2[Assume no caller ID provided]: Incoming sequence: D

Chapter 2: AltiWare RequirementsAltiWare ACC 5.2 Administration Manual 25An error occurred during the move data process.Make sure all AltiGen applica

358 AltiWare ACC 5.2 Administration ManualPanamá / Nacional MFC-R2Set calling part category: 1[Assume no caller ID provided]: Incoming sequence: DID/D

AltiWare ACC 5.2 Administration Manual 359Venezuela / Nacional MFC-R2Set calling part category: 1[Assume no caller ID provided]: Incoming sequence: DI

360 AltiWare ACC 5.2 Administration ManualColombia MFC-R2 Set calling part category: 2[Assume no caller ID provided] : Incoming sequence: DID/DNISIn-

AltiWare ACC 5.2 Administration Manual 361Ecuador MFC-LME Set calling part category: 2[The switch doesn't support caller ID transmission]: Incomi

362 AltiWare ACC 5.2 Administration ManualPanamá / Nacional MFC-R2Set calling part category: 1[Assume no caller ID provided]: Incoming sequence: DID/D

AltiWare ACC 5.2 Administration Manual 363E1 ISDN PRI InstallationThis section describes the configuration procedures necessary to implement E1 ISDN P

364 AltiWare ACC 5.2 Administration Manualc. In the next Board Configuration window, select E1 as the configure type, and click OK.Important: When cha

AltiWare ACC 5.2 Administration Manual 3654. Select Regular ISDN PRI as the Span Type, and select the Switch Mode according to your country in the ISD

366 AltiWare ACC 5.2 Administration ManualTable 2. Protocol & B Channel Maintenance Message Setting, by CountryCountry Protocol SupportedB Channel

AltiWare ACC 5.2 Administration Manual 367APPENDIXBRequired Service ParametersThis appendix identifies the recommended and supported parameters for T1

Chapter 2: AltiWare Requirements26 AltiWare ACC 5.2 Administration Manual

368 AltiWare ACC 5.2 Administration ManualDNIS, Caller ID:• DTMF (Dual Tone Multi-Frequency)Physical Termination:• RJ-48X or RJ-48CWire:• 4 wires800 S

AltiWare ACC 5.2 Administration Manual 369Service Parameters/Request Information for PRITo subscribe to PRI service, certain parameters are required t

370 AltiWare ACC 5.2 Administration ManualService Parameters/Request Information for E1To subscribe to E1 service, certain parameters are required to

AltiWare ACC 5.2 Administration Manual 371APPENDIXCNetwork PortsIf AltiWare ACC 5.2 is behind a firewall/NAT router, you need to open TCP and UDP port

372 AltiWare ACC 5.2 Administration ManualY1 = X1 + Total IP codec channels in GW1 x 2Gateway ID = 2 X2 = 49152 + 512 x 2Y2 =X2 + Total IP codec chann

AltiWare ACC 5.2 Administration Manual 373Remote IP Phones Behind NATFor remote IP phones behind NAT, you don’t need to do any configuration. However,

374 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 375APPENDIXDTechnical Support & Product RepairServicesThis appendix describes:• AltiGen technical support p

376 AltiWare ACC 5.2 Administration Manual• AltiWare version number• Number and types of boards in the system• Server model• The telephone number wher

AltiWare ACC 5.2 Administration Manual 377• Voice over IP (VoIP) network requirements and implementation for branches or remote workers.• Unified mess

AltiWare ACC 5.2 Administration Manual 27CHAPTER3Getting Around AltiWareAdministratorThis chapter gives a brief overview of AltiWare Administrator, t

378 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 379APPENDIXETroubleshootingTroubleshooting VoIP—Common Symptoms and SolutionsThe following are some of the most

380 AltiWare ACC 5.2 Administration Manual(Control) Protocol, a transport protocol for real-time applications used to transport packetized voice packe

AltiWare ACC 5.2 Administration Manual 381IndexSymbols#12, enabling, for language setting 96#27 to relocate global extension 328Numerics10 digit dia

382 AltiWare ACC 5.2 Administration Manualcall handling 204, 206, 246, 273, 274for workgroups 273huntgroup 246incoming 204Call Log view window 34call

AltiWare ACC 5.2 Administration Manual 383master 315rejoining a server to 320relocating extension 326relocating extension using #27 328synchronizing

384 AltiWare ACC 5.2 Administration Manualestablishing basic attributes 239mail management 241queue management 249setting up membership 240setup 238si

AltiWare ACC 5.2 Administration Manual 385multilink, router supports 292multiple call waiting 206multiple data message format (MD-MF) 188, 189multip

386 AltiWare ACC 5.2 Administration Manualrefresh interval 36rejoining a server to VoIP domain 320relocating domain extension 326relocating domain ext

AltiWare ACC 5.2 Administration Manual 387TFTP server 223tie trunk, enabling 140tie trunks, enabling hop off 56time display 223toll call prefixes, s

The AltiWare Administrator Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . 28The Main Menu . . . . . . . . . . . . . . . . . . . . .

Chapter 3: Getting Around AltiWare Administrator28 AltiWare ACC 5.2 Administration ManualTo log out, click the Logout button, or select Services >

Chapter 3: Getting Around AltiWare AdministratorAltiWare ACC 5.2 Administration Manual 29• SystemOpens windows where you can configure system setting

Chapter 3: Getting Around AltiWare Administrator30 AltiWare ACC 5.2 Administration ManualStatus BarThe Status Bar at the bottom of the main window di

Chapter 3: Getting Around AltiWare AdministratorAltiWare ACC 5.2 Administration Manual 31The View WindowsThe AltiWare Administrator main window hosts

Chapter 3: Getting Around AltiWare Administrator32 AltiWare ACC 5.2 Administration ManualFigure 4. Extension View window Click on any column head to

Chapter 3: Getting Around AltiWare AdministratorAltiWare ACC 5.2 Administration Manual 33Figure 5. Trunk View windowThe radio button to the left of e

Chapter 3: Getting Around AltiWare Administrator34 AltiWare ACC 5.2 Administration ManualCall Log View WindowThe Call Log View window displays the li

Chapter 3: Getting Around AltiWare AdministratorAltiWare ACC 5.2 Administration Manual 35• Unstaff—the number of agents who are logged out from the s

Chapter 3: Getting Around AltiWare Administrator36 AltiWare ACC 5.2 Administration Manual• Total Packet Loss Rate—the ratio of total number of lost p

Chapter 3: Getting Around AltiWare AdministratorAltiWare ACC 5.2 Administration Manual 37Programs Available from the Windows Start MenuSeveral AltiWa

Detaching and Deleting a Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Changing Gateway ID and Password . . . . . . .

Chapter 3: Getting Around AltiWare Administrator38 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 39CHAPTER4System ConfigurationThe System Configuration window provides for configuring the AltiWare ACC/ACM sys

Chapter 4: System Configuration40 AltiWare ACC 5.2 Administration ManualFigure 1. System Configuration, General tab You can set the following paramet

Chapter 4: System ConfigurationAltiWare ACC 5.2 Administration Manual 41Manager ExtensionSelect the system manager’s extension number. The system man

Chapter 4: System Configuration42 AltiWare ACC 5.2 Administration ManualSetting a System Number PlanThe system number plan defines the extension digi

Chapter 4: System ConfigurationAltiWare ACC 5.2 Administration Manual 43To set the number plan, select System > System Configuration, then click t

Chapter 4: System Configuration44 AltiWare ACC 5.2 Administration ManualDID Number LengthThe number of digits needed to match a DID (Direct Inward Di

Chapter 4: System ConfigurationAltiWare ACC 5.2 Administration Manual 45First Digit Translator ConfigurationFigure 3. Single Digit RoutingTo set up a

Chapter 4: System Configuration46 AltiWare ACC 5.2 Administration ManualExtension Dialed Digit TranslatorNote: This feature is intended for, but not

Chapter 4: System ConfigurationAltiWare ACC 5.2 Administration Manual 473. (optional) From the Non members list, you may select an IP extension that

CHAPTER 10Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . 107Application Extension Setup . . . . . . . . . . . . .

Chapter 4: System Configuration48 AltiWare ACC 5.2 Administration ManualSetting Business HoursThe Business Hours tab contains group boxes for setting

Chapter 4: System ConfigurationAltiWare ACC 5.2 Administration Manual 49To access the Business Hours settings, select System > System Configuratio

Chapter 4: System Configuration50 AltiWare ACC 5.2 Administration ManualRouting Calls on HolidaysYou can create special routes for incoming DNIS and

Chapter 4: System ConfigurationAltiWare ACC 5.2 Administration Manual 51Figure 6. System Configuration, Holiday tabMultiple Holiday Profiles can be c

Chapter 4: System Configuration52 AltiWare ACC 5.2 Administration ManualThe holiday you added appears in the Holiday list. Additional holidays you cr

Chapter 4: System ConfigurationAltiWare ACC 5.2 Administration Manual 53Figure 7. System Configuration, System Speed tabAdding Speed Dial EntriesTo a

Chapter 4: System Configuration54 AltiWare ACC 5.2 Administration ManualEditing Speed Dial EntriesTo edit an entry, double-click the number you want

Chapter 4: System ConfigurationAltiWare ACC 5.2 Administration Manual 55Figure 9. System Configuration, Call Restriction tabBlocking Calls to Area Co

Chapter 4: System Configuration56 AltiWare ACC 5.2 Administration ManualLocking Attacked ExtensionsIf a user enters eight consecutive invalid passwor

Chapter 4: System ConfigurationAltiWare ACC 5.2 Administration Manual 57Creating Account CodesAccount Codes let you enable or force users to assign i

Incoming Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160Regular Trunk Calls . . . . . . . . . .

Chapter 4: System Configuration58 AltiWare ACC 5.2 Administration Manual• How you want the system to manage an internal CDR database.• If CDR needs t

Chapter 4: System ConfigurationAltiWare ACC 5.2 Administration Manual 59Exporting Through a Local PortYou can send the CDR to a COMM Port to export t

Chapter 4: System Configuration60 AltiWare ACC 5.2 Administration Manual• Domestic. The dialing plan for your country’s domestic long distance prefix

Chapter 4: System ConfigurationAltiWare ACC 5.2 Administration Manual 61Configuring Music On Hold and Recorded AnnouncementsCallers will hear the mus

Chapter 4: System Configuration62 AltiWare ACC 5.2 Administration ManualRTP Resource UsageIn the event that AltiWare is controlling multiple AltiGate

Chapter 4: System ConfigurationAltiWare ACC 5.2 Administration Manual 63There are a total of nine activity codes; the first six are pre-configured as

Chapter 4: System Configuration64 AltiWare ACC 5.2 Administration ManualFeature ProfilesSelect System > System Configuration, then click the Featu

Chapter 4: System ConfigurationAltiWare ACC 5.2 Administration Manual 65#32 – Enter Account Code#33 – Do Not Disturb#36 – Call Forwarding#37 – Remote

Chapter 4: System Configuration66 AltiWare ACC 5.2 Administration ManualImportant: If you assign a feature profile (for example: 2 - Sales Group) to

AltiWare ACC 5.2 Administration Manual 67CHAPTER5Gateway ManagementBeginning with release 5.1, AltiWare uses SoftSwitch architecture. With SoftSwitch

Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200Setting Notification Timing . . . . . . . . . . . .

Managing AltiGateways68 AltiWare ACC 5.2 Administration ManualManaging AltiGatewaysWhether you are using multiple gateways or one gateway, you will pe

Setting ParametersAltiWare ACC 5.2 Administration Manual 69Setting ParametersTo read or set parameters for a specific gateway, first select the gatewa

Adding and Attaching a Gateway70 AltiWare ACC 5.2 Administration ManualAdding and Attaching a GatewayCaution! Always try to attach a gateway when call

Detaching and Deleting a GatewayAltiWare ACC 5.2 Administration Manual 71To attach a gateway to the AltiServ system:1. Select the gateway you want to

AltiGateway Configuration Tool72 AltiWare ACC 5.2 Administration ManualAltiGateway Configuration ToolThe configuration tool that opens when you click

AltiGateway Configuration ToolAltiWare ACC 5.2 Administration Manual 73Status The status of the gateway: active, disconnected, initializing, resetting

AltiGateway Configuration Tool74 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 75CHAPTER6Voice Mail ConfigurationUse the Voice Mail Configuration window to control the following:• How the sy

Chapter 6: Voice Mail Configuration76 AltiWare ACC 5.2 Administration ManualFigure 1. Voice Mail Configuration, Messaging tabSetting Message Notifica

Chapter 6: Voice Mail ConfigurationAltiWare ACC 5.2 Administration Manual 77Setting Message Management OptionsSet voice mail message confirmation and

Setting Mailbox Playback Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243Setting Mailbox Capacities. . . . . . . . . . . .

Chapter 6: Voice Mail Configuration78 AltiWare ACC 5.2 Administration ManualCreating Distribution ListsThe System Distribution Lists provide for forw

Chapter 6: Voice Mail ConfigurationAltiWare ACC 5.2 Administration Manual 79Defining a Distribution List1. On the Voice Mail Distribution List tab, s

Chapter 6: Voice Mail Configuration80 AltiWare ACC 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 81CHAPTER7Auto Attendant ConfigurationThe auto attendant (AA) feature provides quick and courteous processing o

Chapter 7: Auto Attendant Configuration82 AltiWare ACC 5.2 Administration Manualrecord custom phrases, use pre-recorded phrases and use professionall

Chapter 7: Auto Attendant ConfigurationAltiWare ACC 5.2 Administration Manual 83To add an AA beyond the first 16:Click the AA Configuration button ,

Chapter 7: Auto Attendant Configuration84 AltiWare ACC 5.2 Administration ManualFigure 2. AA windowNote: You can check the Hide ‘No Action’ Items che

Chapter 7: Auto Attendant ConfigurationAltiWare ACC 5.2 Administration Manual 85Level - Repeat Current LevelRepeats the level that contains the “Repe

Chapter 7: Auto Attendant Configuration86 AltiWare ACC 5.2 Administration ManualCollecting DigitsWhen a caller selects the "Collect Digits"

Chapter 7: Auto Attendant ConfigurationAltiWare ACC 5.2 Administration Manual 87• For CDR logging, the IVRData field will log the collected digits as