Altigen AltiContact Manager Version 4.6 Especificações

AltiContact Manager™Version 4.6Administration ManualRevised 06/2003 4413-0001-4.6

viii AltiContact Manager Administration ManualSynchronizingwithExchangeServer... 14-12SettingEmailOptions... 14-

Before Upgrade3-18 AltiContact Manager Administration ManualUpgrading AltiWare OENote: Triton T1 Rev A1/A2 or VoIP Rev A1/A2 boards are not supportedi

Software InstallationAltiContact Manager Administration Manual 3-193.SoftwareInstallationThese are the Windows 2000 / NT services distributed with Alt

To Begin Upgrade3-20 AltiContact Manager Administration ManualCaution: Do not connect the system key to any AltiGen board asdamage may occur to the bo

Software InstallationAltiContact Manager Administration Manual 3-213.SoftwareInstallationWARNING! If the system key is not available, Setup will termi

To Begin Upgrade3-22 AltiContact Manager Administration Manuala) Provide the activated license file - if you select this option andclick Next, enter t

Software InstallationAltiContact Manager Administration Manual 3-233.SoftwareInstallationYou may choose the following options:a) Provide the activated

To Begin Upgrade3-24 AltiContact Manager Administration Manual.c) Activate license now - if you select this option and click Next,you will automatical

Software InstallationAltiContact Manager Administration Manual 3-253.SoftwareInstallation14. Setup is creating the user account.15. Setup will use the

To Begin Upgrade3-26 AltiContact Manager Administration Manual16. Setup allows you to select the components you wish to install. Bydefault, all compon

Software InstallationAltiContact Manager Administration Manual 3-273.SoftwareInstallation18. Setup will perform the following:• Install Microsoft Data

AltiContact Manager Administration Manual ixSettingCallHandlingOptions ...15-16HandlingBusyCalls...15-16F

To Begin Upgrade3-28 AltiContact Manager Administration ManualYou can restart your computer now or later, then click Finish to endSetup.21. If the CT

Software InstallationAltiContact Manager Administration Manual 3-293.SoftwareInstallationLicense Activation andRegistration ProcessIn AltiContact Mana

To Begin Upgrade3-30 AltiContact Manager Administration Manual1. From the AboutAltiContactManagerwindow in ACM Admin, clickon the License Information

Software InstallationAltiContact Manager Administration Manual 3-313.SoftwareInstallation3. <Optional - you may add licenses here OR during online

To Begin Upgrade3-32 AltiContact Manager Administration Manual6. Click the Proceed to Online Registration button.7. The next web page allows for input

Software InstallationAltiContact Manager Administration Manual 3-333.SoftwareInstallationFor the Customer Information and Installer Information sectio

To Begin Upgrade3-34 AltiContact Manager Administration ManualClick Add More Keys to add more licenses, or click Next to registerthese licenses.Note:

Software InstallationAltiContact Manager Administration Manual 3-353.SoftwareInstallation• Approved licenses are indicated by a green check mark and w

To Begin Upgrade3-36 AltiContact Manager Administration Manual12. The next web page continues the registration by initiating a productregistry program

Software InstallationAltiContact Manager Administration Manual 3-373.SoftwareInstallationSetup will create or update an “exctl” file in \altiserv\db\.

x AltiContact Manager Administration ManualRestoringBackedupFiles ... 19-4Chapter 20SystemReportManagement ...

To Begin Upgrade3-38 AltiContact Manager Administration Manual15. Close the License Info window to finish the license registration.Manual Online Licen

Software InstallationAltiContact Manager Administration Manual 3-393.SoftwareInstallation3. <Optional - you may add licenses here OR during online

To Begin Upgrade3-40 AltiContact Manager Administration Manual7. On the AltiGen Software License Registration web page, click theProceed to Online Reg

Software InstallationAltiContact Manager Administration Manual 3-413.SoftwareInstallationFor the Customer Information and Installer Information sectio

To Begin Upgrade3-42 AltiContact Manager Administration ManualClick Add More Keys to add more licenses, or click Next to registerthese licenses.11. Th

Software InstallationAltiContact Manager Administration Manual 3-433.SoftwareInstallation• Approved licenses are indicated by a green check mark and w

To Begin Upgrade3-44 AltiContact Manager Administration Manual13. The next web page continues the registration by initiating a productregistry program

Software InstallationAltiContact Manager Administration Manual 3-453.SoftwareInstallation16. Click Refresh to update the License Information window. A

Running ACM Administrator3-46 AltiContact Manager Administration ManualACM Administrator provides the ability to manage the AltiContactManager system

Software InstallationAltiContact Manager Administration Manual 3-473.SoftwareInstallationShutting Down AltiContact Manager when Changing or Adding Har

AltiContact Manager Administration Manual xiWork/HuntGroupConverter... 24-1ConfigurationReader... 24-3

AltiContact Manager Uninstall3-48 AltiContact Manager Administration Manual4. Label and disconnect the DB-25 to 50 pin Telco cable(s) from theboard I/

Software InstallationAltiContact Manager Administration Manual 3-493.SoftwareInstallationSoftware Installation TroubleshootingUse this table for troub

Software Installation Troubleshooting3-50 AltiContact Manager Administration ManualUnable to add AltiContact Manager pathto the system.Manually append

AltiContact Manager Administration Manual 4-14. Getting AroundACM AdministratorCHAPTER4Getting Around ACMAdministratorAltiContact Manager Administrato

AltiContact Manager Administrator4-2 AltiContact Manager Administration ManualThe AltiContact Manager Main WindowOnce you run the Administrator, the f

Getting Around ACM AdministratorAltiContact Manager Administration Manual 4-34. Getting AroundACM AdministratorThe Main Menu The Main Menu functions a

AltiContact Manager Administrator4-4 AltiContact Manager Administration ManualLogout and login. Click the light blue monitor at the leftto login.When

Getting Around ACM AdministratorAltiContact Manager Administration Manual 4-54. Getting AroundACM AdministratorThe View WindowsAs noted in “The AltiCo

The View Windows4-6 AltiContact Manager Administration ManualAgent Extension View WindowThe Agent Extension View window, which displays the status of

Getting Around ACM AdministratorAltiContact Manager Administration Manual 4-74. Getting AroundACM AdministratorTrunk View WindowThe Trunk View window

xii AltiContact Manager Administration ManualIndex... I-1ReadersCommentForm...R-

The View Windows4-8 AltiContact Manager Administration ManualWorkgroup View WindowThe Workgroup View window displays data and statistics forworkgroups

Getting Around ACM AdministratorAltiContact Manager Administration Manual 4-94. Getting AroundACM AdministratorCall Log View WindowThe Call Log View w

Logging In4-10 AltiContact Manager Administration Manual• Location—the Triton VoIP board ID:channel ID• Packets Sent—the number of voice packets sent•

Getting Around ACM AdministratorAltiContact Manager Administration Manual 4-114. Getting AroundACM AdministratorThe logout option in the Services menu

Stopping the AltiGen Switching Service4-12 AltiContact Manager Administration Manual

AltiContact Manager Administration Manual 5-15. SystemConfigurationCHAPTER5System ConfigurationThe System Configuration functions provide for configur

Setting General Parameters5-2 AltiContact Manager Administration ManualSetting General ParametersThe General tab is the default window you see when yo

System ConfigurationAltiContact Manager Administration Manual 5-35.SystemConfigurationCountry Select a location for the system.Note: When selecting a

Setting a System Number Plan5-4 AltiContact Manager Administration ManualSetting a System Number PlanThe System Number Plan defines the extension digi

System ConfigurationAltiContact Manager Administration Manual 5-55.SystemConfigurationAccessing the Number PlanTo access the Numbering plan settings,

AltiContact Manager Administration Manual xvLiabilitiy & WarrantyLiability & WarrantyLimitation of LiabilityExcept for personal injury, direct

Setting a System Number Plan5-6 AltiContact Manager Administration ManualAssigning Trunk, Feature, IP Trunk, & Route AccessYou can use trunk, feat

System ConfigurationAltiContact Manager Administration Manual 5-75.SystemConfigurationTrunk AccessUsually, 9 is used as the analog or PSTN trunk acces

Setting Business Hours5-8 AltiContact Manager Administration ManualNote:When making or editing these or other number plan assignments,refer to the con

System ConfigurationAltiContact Manager Administration Manual 5-95.SystemConfigurationSet the business schedule parameters as follows:Routing Calls on

Routing Calls on Holidays5-10 AltiContact Manager Administration ManualTo access Holiday routing settings, select System Management... on theManagemen

System ConfigurationAltiContact Manager Administration Manual 5-115.SystemConfigurationConfiguring System Speed DialingYou can set up to 60 system spe

Defining System Call Restrictions5-12 AltiContact Manager Administration ManualEditing Speed Dial EntriesTo add or edit an entry, double-click the Sta

System ConfigurationAltiContact Manager Administration Manual 5-135.SystemConfigurationNote: The dialing restrictions set here are one of three ways o

Defining System Call Restrictions5-14 AltiContact Manager Administration ManualLocking Attacked ExtensionsIf a user enters eight consecutive invalid p

System ConfigurationAltiContact Manager Administration Manual 5-155.SystemConfigurationRestricting Tie Trunk Calls You can set call restrictions on ti

xvi AltiContact Manager Administration Manuala. The telephone number to which this unit is connected.b. The ringer equivalence number. [0.0B]c. The US

Setting up Call Reports5-16 AltiContact Manager Administration Manual• The Account Code may contain 1-10 digits.• You can assign the same Account Code

System ConfigurationAltiContact Manager Administration Manual 5-175.SystemConfigurationTo set up Call Reports, select System Management... on the Mana

Setting up Call Reports5-18 AltiContact Manager Administration ManualTo enable RTM data collection to the local drive, select Internal RTMdata - MDB a

System ConfigurationAltiContact Manager Administration Manual 5-195.SystemConfigurationExample:• Retain Records is set to 60 days• Save db is selected

Setting up Call Reports5-20 AltiContact Manager Administration ManualNote: Before you enable external logging using this window, you need toset up and

System ConfigurationAltiContact Manager Administration Manual 5-215.SystemConfigurationTo enable RTM data collection to the local drive, select Extern

Using a Tenant Table5-22 AltiContact Manager Administration ManualUsing a Tenant TableIf several small businesses or groups want to share an AltiConta

System ConfigurationAltiContact Manager Administration Manual 5-235.SystemConfigurationConfiguring the Tenant Table Configuring the tenant table invol

Using a Tenant Table5-24 AltiContact Manager Administration Manual3. Repeat the previous step for each trunk you want to assign. Whenyou’re done, clic

System ConfigurationAltiContact Manager Administration Manual 5-255.SystemConfigurationCountry RelevantThe Country Relevant tab contains group boxes f

AltiContact Manager Administration Manual xviiPort Identification, Facility Interface, and Service Order CodesThe following tables list the manufactur

CT-Bus Clock Configuration5-26 AltiContact Manager Administration Manual• Domestic. The dialing plan for your country or region. For example,type in a

System ConfigurationAltiContact Manager Administration Manual 5-275.SystemConfigurationFigure 16. CT-BUS Clock Configuration window, System Configurat

Audio Peripheral Configuration5-28 AltiContact Manager Administration ManualTo access Audio Peripheral configuration, select SystemConfiguration... on

System ConfigurationAltiContact Manager Administration Manual 5-295.SystemConfigurationPlaying Music from a File for Music On HoldThe system can be se

Audio Peripheral Configuration5-30 AltiContact Manager Administration ManualSetting Greeting and Update PromptsTo play a prompt before placing the cal

AltiContact Manager Administration Manual 6-16. BoardConfigurationCHAPTER6Board ConfigurationBoard attributes and functions are accessible in the Boar

Using the Triton Resource Board6-2 AltiContact Manager Administration ManualUsing the Triton Resource BoardThe Triton Resource Board is a PCI bus tele

Board ConfigurationAltiContact Manager Administration Manual 6-36. BoardConfigurationUse the Board Configuration window for the Quantum board to view

Configuring the Triton Analog Station Board6-4 AltiContact Manager Administration ManualConfiguring the Triton Analog Station BoardDouble click the bo

Board ConfigurationAltiContact Manager Administration Manual 6-56. BoardConfigurationFigure 4. Board Configuration window (Triton Analog)Use the Board

xviii AltiContact Manager Administration ManualDirect Inward Dialing (DID) Answering SupervisionCustomers allowing Triton T1/PRI, Quantum, or Triton A

Configuring the Triton Analog Trunk LS/GS and LS Boards6-6 AltiContact Manager Administration ManualConfiguring the Triton Analog Trunk LS/GS and LS B

Board ConfigurationAltiContact Manager Administration Manual 6-76. BoardConfigurationThe Board Configuration window contains the following attributes:

Configuring the Triton VoIP Board6-8 AltiContact Manager Administration ManualVoice over IP for AltiWare OEVoIP for AltiContact Manager runs on an H.3

Board ConfigurationAltiContact Manager Administration Manual 6-96. BoardConfigurationPCI Plug and PlayTriton VoIP boards fit into standard PCI slots.

Configuring the Triton VoIP Board6-10 AltiContact Manager Administration ManualThe Board Configuration button invokes the Triton VoIP TrunkProperties

Board ConfigurationAltiContact Manager Administration Manual 6-116. BoardConfigurationprotocol for real-time applications used to transport packetized

Configuring the Triton T1/PRI Board6-12 AltiContact Manager Administration ManualFor information on how to install Triton T1/PRI boards, refer to the

Board ConfigurationAltiContact Manager Administration Manual 6-136. BoardConfigurationLine Coding:• Alternate Mark Inversion (AMI)• B8ZS (recommended)

Configuring the Triton T1/PRI Board6-14 AltiContact Manager Administration ManualService Parameters for PRITo subscribe to PRI service, certain parame

Board ConfigurationAltiContact Manager Administration Manual 6-156. BoardConfigurationNote: AltiContact Manager can configure any channel in a PRI spa

AltiContact Manager Administration Manual xixInformación de Seguridad de Importancia•Lea todas las instrucciones antes de que intente operar el equipo

Configuring the Triton T1/PRI Board6-16 AltiContact Manager Administration Manual• Clicking on a trunk in the Channel Mapping List invokes the T1Trunk

Board ConfigurationAltiContact Manager Administration Manual 6-176. BoardConfigurationTriton T1 Configuration - Triton T1/PRI Dialog BoxDouble clickin

Configuring the Triton T1/PRI Board6-18 AltiContact Manager Administration ManualHardware Failure - NOCLOCKSNo clock signal isdetected on T1 interface

Board ConfigurationAltiContact Manager Administration Manual 6-196. BoardConfigurationReading the StatisticsThe Statistics is an informational display

Configuring the Triton T1/PRI Board6-20 AltiContact Manager Administration Manual• Xmt Frame Slips - Transmit Frame Slips counter shows the numberof f

Board ConfigurationAltiContact Manager Administration Manual 6-216. BoardConfigurationT1 ClockingDepending on the configuration of the T1 boards and s

Configuring the Triton T1/PRI Board6-22 AltiContact Manager Administration ManualSetting up T1 or PRI Channels on the Triton T1/PRI BoardUse the T1/PR

Board ConfigurationAltiContact Manager Administration Manual 6-236. BoardConfigurationSetting the ISDN PRI Switch ModeIf you select a Span Type of Reg

Configuring the Triton T1/PRI Board6-24 AltiContact Manager Administration ManualSelecting Span Types• T1CAS - select this option to associate all cha

Board ConfigurationAltiContact Manager Administration Manual 6-256. BoardConfiguration• 101CCCC Numbers - CIC (Carrier Identification Codes) dialing.•

WARNING!Toll fraud is committed when individuals unlawfully gain access tocustomer telecommunication systems. This is a criminal offense.Currently, we

xx AltiContact Manager Administration Manual• Stromversorgungskabel nicht an Gebäudeteilen befestigen. Keine Gegenstände auf dasStromversorgungskabel

Configuring the Triton T1/PRI Board6-26 AltiContact Manager Administration ManualNote: If your CO requires specific NSF features to be present in the

Board ConfigurationAltiContact Manager Administration Manual 6-276. BoardConfigurationTroubleshooting—Common SymptomsThe most common problems when ins

Configuring the Triton T1/PRI Board6-28 AltiContact Manager Administration Manual

AltiContact Manager Administration Manual 7-17. TrunkConfigurationCHAPTER7Trunk ConfigurationTrunk attributes and parameters are set using the Trunk C

7-2 AltiContact Manager Administration ManualFigure 2. General window, Trunk ConfigurationSelecting Trunks to Set AttributesThe title bar of the Trunk

Trunk ConfigurationAltiContact Manager Administration Manual 7-37. TrunkConfigurationSetting General Trunk AttributesSelect the channel to view its cu

Setting General Trunk Attributes7-4 AltiContact Manager Administration ManualDirection The trunk direction can be Outgoing only, Incomingonly, Both Ou

Trunk ConfigurationAltiContact Manager Administration Manual 7-57. TrunkConfigurationDescription Descriptive information such as the company namefor t

Setting General Trunk Attributes7-6 AltiContact Manager Administration ManualQuantum Trunk PropertiesTo configure a Quantum channel, select a Quantum

Trunk ConfigurationAltiContact Manager Administration Manual 7-77. TrunkConfigurationQuantum Trunk General ConfigurationParameter DescriptionInterface

AltiContact Manager Administration Manual xxi• Never touch uninsulated telephone wires or terminals unless the telephone line has beendisconnected at

Setting General Trunk Attributes7-8 AltiContact Manager Administration ManualTrunk SeizureConfirmationSelect from:• Enable Dial Tone Detection (Outgoi

Trunk ConfigurationAltiContact Manager Administration Manual 7-97. TrunkConfigurationTriton Analog Trunk PropertiesTo configure a Triton Analog Trunk

Setting General Trunk Attributes7-10 AltiContact Manager Administration ManualMessage WaitingSignal TypeType of Message Waiting indicator for the phon

Trunk ConfigurationAltiContact Manager Administration Manual 7-117. TrunkConfigurationTriton Analog Trunk GS/LS PropertiesTo configure a Triton Analog

Setting General Trunk Attributes7-12 AltiContact Manager Administration ManualImpedance The resistance of electrical current to alternatingcurrent, me

Trunk ConfigurationAltiContact Manager Administration Manual 7-137. TrunkConfigurationTriton VoIP Trunk ConfigurationTo configure a Triton VoIP channe

Setting General Trunk Attributes7-14 AltiContact Manager Administration ManualThe primary configuration for the Triton VoIP is the H.323 Configuration

Trunk ConfigurationAltiContact Manager Administration Manual 7-157. TrunkConfigurationDebugging the Triton VoIP ConfigurationClick the Debug button in

Setting General Trunk Attributes7-16 AltiContact Manager Administration ManualFigure 7. Triton T1 Configuration dialog boxThe following are the parame

Trunk ConfigurationAltiContact Manager Administration Manual 7-177. TrunkConfigurationYou can select the maximum time-out delays, in seconds and the a

xxii AltiContact Manager Administration Manual• Nunca instale un conector telefónico en donde pueda mojarse, salvo cuando el conectorse encuentre espe

Setting General Trunk Attributes7-18 AltiContact Manager Administration ManualNote: In order for back-to-back T1 and tie trunk T1 configurations toper

Trunk ConfigurationAltiContact Manager Administration Manual 7-197. TrunkConfigurationWhen a call comes in, the system tries to match the incoming seq

Incoming Call Routing7-20 AltiContact Manager Administration ManualIncoming Call RoutingTo set incoming call routing for a trunk, select the trunk in

Trunk ConfigurationAltiContact Manager Administration Manual 7-217. TrunkConfigurationOutgoing Call Blocking To set outgoing call blocking for a trunk

Outgoing Call Blocking7-22 AltiContact Manager Administration Manual

AltiContact Manager Administration Manual 8-18.VoiceMailConfigurationCHAPTER8Voice Mail ConfigurationVoice mail messaging attributes and voice mail di

Managing Messages8-2 AltiContact Manager Administration Manual:Figure 1. Messaging window, Voice Mail ConfigurationSetting Message Notification Retrie

Voice Mail ConfigurationAltiContact Manager Administration Manual 8-38.VoiceMailConfigurationSetting Message Management OptionsSet message confirmatio

Managing Messages8-4 AltiContact Manager Administration ManualSetting E-mail Messaging Options To use the AltiContact Manager email services, configur

Voice Mail ConfigurationAltiContact Manager Administration Manual 8-58.VoiceMailConfigurationSynchronizing E-mail with ExchangeCreating Distribution L

AltiContact Manager Administration Manual xxiii• Vermeiden Sie das Berühren von nichtisolierten Telefonkabeln oder Terminals, wenndie Telefonleitung a

Creating Distribution Lists8-6 AltiContact Manager Administration ManualFigure 2. Voice Mail Distribution List window, Voice Mail ConfigurationDefinin

AltiContact Manager Administration Manual 9-19.VoIPConfigurationCHAPTER9VoIP ConfigurationAn IP Dialing table and VoIP Codec attributes are set using

Defining an IP Dialing Table9-2 AltiContact Manager Administration ManualThe Location ID Digit Length can be set to None, 1, 2, or 3—a seeminglysimple

VoIP ConfigurationAltiContact Manager Administration Manual 9-39.VoIPConfigurationFigure 1. IP Dialing Table window, VoIP ConfigurationSetting the Loc

Defining an IP Dialing Table9-4 AltiContact Manager Administration ManualDefine the attributes for the entry:Parameter DescriptionLocation ID A unique

VoIP ConfigurationAltiContact Manager Administration Manual 9-59.VoIPConfigurationSetting VoIP CodecsThe default codec for static IP extensions is G.7

Setting VoIP Codecs9-6 AltiContact Manager Administration ManualFigure 2. VoIP Codec Configuration window, VoIP ConfigurationTo set the codec of an IP

VoIP ConfigurationAltiContact Manager Administration Manual 9-79.VoIPConfigurationTo set the codec for a connection to another AltiContact Manager ser

Network Configuration Guidelines for VoIP9-8 AltiContact Manager Administration ManualTo set ranges and values for dynamic IP addressing when only usi

VoIP ConfigurationAltiContact Manager Administration Manual 9-99.VoIPConfigurationWAN Bandwidth• G.711/G.723 compression and bandwidth requirements:(f

xxiv AltiContact Manager Administration ManualFor a host or other expansion card fitted in the host, using or generating voltages greater than300V (rm

Network Configuration Guidelines for VoIP9-10 AltiContact Manager Administration Manual• Configure the router so that the IP/UDP packets being sent to

VoIP ConfigurationAltiContact Manager Administration Manual 9-119.VoIPConfiguration• Contact your router/firewall vendor to obtain a software update f

Configuration Guidelines for NAT9-12 AltiContact Manager Administration ManualThe following section discusses the use of NAT (Network AddressTranslati

VoIP ConfigurationAltiContact Manager Administration Manual 9-139.VoIPConfigurationIP Phone ConfigurationWhen configuring the IP phone, you should spe

Configuration Guidelines for NAT9-14 AltiContact Manager Administration ManualRemote IP Phone Connecting Through DSL or Cable ModemFigure 5. Home Netw

VoIP ConfigurationAltiContact Manager Administration Manual 9-159.VoIPConfigurationPublic Network Configuration (AltiWare with Public IP Address)Figur

Configuration Guidelines for NAT9-16 AltiContact Manager Administration Manualchanged dynamically, then assign dynamic IP addressconfiguration for tha

VoIP ConfigurationAltiContact Manager Administration Manual 9-179.VoIPConfigurationPrivate Network Configuration (AltiWare with private IP address and

Configuration Guidelines for NAT9-18 AltiContact Manager Administration Manualchanged dynamically, then assign dynamic IP addressconfiguration for tha

VoIP ConfigurationAltiContact Manager Administration Manual 9-199.VoIPConfigurationPrivate and Public Network Configuration (AltiWare with Both Privat

AltiContact Manager Administration Manual xxv8. La energía eléctrica que requiere la máquina principal y el total del conjunto de tarjetasde los adapt

Configuration Guidelines for NAT9-20 AltiContact Manager Administration Manual• AltiWareThe public IP address of Router 2 should be configured as the

VoIP ConfigurationAltiContact Manager Administration Manual 9-219.VoIPConfiguration• IP Phone 4When configuring remote IP Phone 4, you should set up t

Configuration Guidelines for NAT9-22 AltiContact Manager Administration ManualIn the corporate network, AltiWare and AltiGatekeeper are installed andr

VoIP ConfigurationAltiContact Manager Administration Manual 9-239.VoIPConfigurationAn easy example for a VPN resolution is with the Linksys EtherFast

Firewall Considerations9-24 AltiContact Manager Administration ManualFirewall ConsiderationsIf you are using a firewall in the AltiWare environment, t

VoIP ConfigurationAltiContact Manager Administration Manual 9-259.VoIPConfigurationSetting up H.323 Traffic Forwarding for H.323 NATWhen you configure

Setting Up an AltiContact Manager-to-AltiContact Manager IP Network9-26 AltiContact Manager Administration ManualSetting Up an AltiContact Manager-to-

VoIP ConfigurationAltiContact Manager Administration Manual 9-279.VoIPConfiguration4. Configure the dialing plan for connection to remote AltiContactM

Setting Up an AltiContact Manager-to-AltiContact Manager IP Network9-28 AltiContact Manager Administration Manual

AltiContact Manager Administration Manual 10-110. Out Call RoutingConfigurationCHAPTER10Out Call Routing ConfigurationOut Call Routing Configuration a

xxvi AltiContact Manager Administration Manual7. AltiGen entspricht den PCI Board Anforderungen Rev. 2.1 (5V 32-bit).8. Der Energiebedarf für das Haup

Working with Route Definitions10-2 AltiContact Manager Administration ManualAccessing Out Call Routing ConfigurationTo access Out Call Routing Configu

Out Call Routing ConfigurationAltiContact Manager Administration Manual 10-310. Out Call RoutingConfigurationAdding Route DefinitionsTo add a route de

Setting Default Routes10-4 AltiContact Manager Administration Manual— Delete from Head removes prefix digits from the numberbefore it is sent to the t

Out Call Routing ConfigurationAltiContact Manager Administration Manual 10-510. Out Call RoutingConfigurationClick the Default Routes tabintheOut Call

Setting Dialing Pattern Routing10-6 AltiContact Manager Administration Manualto let all extension users know that they need to dial 9+911 tocall 911.

Out Call Routing ConfigurationAltiContact Manager Administration Manual 10-710. Out Call RoutingConfigurationFigure 4. Dialing Pattern window, Out Cal

Setting Dialing Pattern Routing10-8 AltiContact Manager Administration ManualNote: The pattern length tells the system to wait for n number of digits

Out Call Routing ConfigurationAltiContact Manager Administration Manual 10-910. Out Call RoutingConfigurationarea code is different from the AltiConta

Setting Dialing Pattern Routing10-10 AltiContact Manager Administration Manual3. In the Dialing Pattern page of Out Call Routing Configuration,adddial

Out Call Routing ConfigurationAltiContact Manager Administration Manual 10-1110. Out Call RoutingConfigurationThe Dialing Pattern page should look as

AltiContact Manager Administration Manual xxviiBei Netzausfall wird der erste Telefonanschluß jeder Karte (mit der Ausnahme vonCD0012UD) direkt mit de

Setting Dialing Pattern Routing10-12 AltiContact Manager Administration Manual

AltiContact Manager Administration Manual 11-111. IVRConfigurationCHAPTER11IVR ConfigurationIVR performs simple call processing tasks such as transfer

11-2 AltiContact Manager Administration ManualExample: IVR Planning

IVR ConfigurationAltiContact Manager Administration Manual 11-3Auto AttendantConfiguration11. IVRConfigurationAuto Attendant ID: 100, Phrase 10Main Me

Adding IVRs11-4 AltiContact Manager Administration ManualAdding IVRsThe first 16 IVRs are provided by default with the menus blank. You canedit these

IVR ConfigurationAltiContact Manager Administration Manual 11-5Auto AttendantConfiguration11. IVRConfigurationSelect an ID in the drop-down list and t

Editing IVRs11-6 AltiContact Manager Administration ManualConfiguring Menu ItemsFor any menu item you want to use, you make an action assignment. If y

IVR ConfigurationAltiContact Manager Administration Manual 11-7Auto AttendantConfiguration11. IVRConfiguration• Prompt—select the prompt number that i

Editing IVRs11-8 AltiContact Manager Administration ManualCollecting DigitsWhen you select the Adv. - Collect Digits action, the caller is prompted to

IVR ConfigurationAltiContact Manager Administration Manual 11-9Auto AttendantConfiguration11. IVRConfigurationTo use the Collect Digits action:1. Sele

xxviii AltiContact Manager Administration Manual25 mm of air Class V-1 or better. Also, the card must be separated from openings in thetop or sides of

Phrase Management11-10 AltiContact Manager Administration ManualMaking IVR AssignmentsOnce the IVRs are set up, you can use them in various in-call ro

IVR ConfigurationAltiContact Manager Administration Manual 11-11Auto AttendantConfiguration11. IVRConfigurationRecording Custom PhrasesWhen you create

Phrase Management11-12 AltiContact Manager Administration Manual6. The system will replay the recorded phrase. Press # if the recording isacceptable.7

AltiContact Manager Administration Manual 12-112. CallCenterConfigurationCHAPTER12CallCenter ConfigurationThe CallCenter Configuration functions provi

Caller ID Routing12-2 AltiContact Manager Administration ManualTo access Caller ID routing, select CallCenter Configuration... on theManagement menu,

CallCenter ConfigurationAltiContact Manager Administration Manual 12-312. CallCenterConfigurationDefining the RoutingAfter adding an entry, you define

DNIS Routing12-4 AltiContact Manager Administration ManualTo access DNIS routing, select CallCenter Configuration... on theManagement menu, then click

CallCenter ConfigurationAltiContact Manager Administration Manual 12-512. CallCenterConfigurationDefining the RoutingAfter adding an entry, you define

Call Recording12-6 AltiContact Manager Administration Manual.Figure 3. Agent Logout Reason window, CallCenter ConfigurationTo require logoff reasons,

CallCenter ConfigurationAltiContact Manager Administration Manual 12-712. CallCenterConfigurationFigure 4. Call Recording window, CallCenter Configura

AltiContact Manager Administration Manual xxix1. A supplementary equipment earthing conductor is to be installed between the product orsystem and eart

Call Recording12-8 AltiContact Manager Administration Manual

AltiContact Manager Administration Manual 13-113. AgentConfigurationCHAPTER13Agent ConfigurationThere are two types of Agent extensions:• Physical Ext

13-2 AltiContact Manager Administration ManualTwo Configuration Windows in OneCertain configuration functions apply only to physical extensions—forexa

Agent ConfigurationAltiContact Manager Administration Manual 13-313. AgentConfigurationSetting up ExtensionsThe Agent Configuration General window pro

Setting up Extensions13-4 AltiContact Manager Administration ManualAdding New ExtensionsTo add a new extension:1. Click the Add button in the General

Agent ConfigurationAltiContact Manager Administration Manual 13-513. AgentConfigurationTo set the Personal Information:Type in the User Name, Password

Setting up Extensions13-6 AltiContact Manager Administration Manual• The Alti-IP 600 Phone can support up to 16 digits in theCaller ID display.• AltiT

Agent ConfigurationAltiContact Manager Administration Manual 13-713. AgentConfiguration• Enable Forced Account Code—selected, forces the user to enter

Setting up Extensions13-8 AltiContact Manager Administration Manual• The recording setting at Extension Configuration only applies topersonal calls. T

Agent ConfigurationAltiContact Manager Administration Manual 13-913. AgentConfiguration• Using dynamic IP addressing, the IP extension can log in from

AltiContact Manager Administration Manual iContentsPreface:AboutThisManual...1-xxixChapter 1Overview ...

xxx AltiContact Manager Administration Manualbesteht, wenn das Stromversorgungskabel aus dem Stecker gezogen ist. Die Erdung desZusatzkabels muß den g

Setting up Extensions13-10 AltiContact Manager Administration ManualSetting the Line PropertiesFor a physical extension, you can configure hardware op

Agent ConfigurationAltiContact Manager Administration Manual 13-1113. AgentConfigurationConfigure the following hardware extension-specific features:C

Setting up Extensions13-12 AltiContact Manager Administration ManualFigure 4. Triton Analog Station Line Properties dialog boxConfigure the following

Agent ConfigurationAltiContact Manager Administration Manual 13-1313. AgentConfigurationCaution: If the Receiver Gain or the Transmission Attenuations

Setting up Extensions13-14 AltiContact Manager Administration ManualPhone Display OptionsFor analog and IP phones, the administrator can select what i

Agent ConfigurationAltiContact Manager Administration Manual 13-1513. AgentConfigurationSetting Up GroupsThe primary use of a huntgroup is similar to

Setting Up Groups13-16 AltiContact Manager Administration ManualAdding or Removing Huntgroup AssignmentsTo assign huntgroups to the selected physical

Agent ConfigurationAltiContact Manager Administration Manual 13-1713. AgentConfiguration• If the extension user hangs up and there are callers waiting

Setting up Station Speed Dialing13-18 AltiContact Manager Administration ManualFigure 6. Speed Dialing window, Agent Extension ConfigurationEditing Sp

Agent ConfigurationAltiContact Manager Administration Manual 13-1913. AgentConfigurationNote: You can use Apply to to apply speed dialing numbers to o

AltiContact Manager Administration Manual xxxi13. Connect the building telecommunication wiring to the RJ-11 sockets.14. Buildingtelecommunication wir

Setting the Mailbox Options13-20 AltiContact Manager Administration ManualSetting an Information-Only MailboxYou can select the Information Only Mailb

Agent ConfigurationAltiContact Manager Administration Manual 13-2113. AgentConfiguration— Delete Messages after Forward— Keep the Messages as New— Kee

Setting Message Notification Options13-22 AltiContact Manager Administration ManualSetting Mailbox CapacitiesYou can set various mailbox capacities wi

Agent ConfigurationAltiContact Manager Administration Manual 13-2313. AgentConfigurationFigure 8. Notification window, Agent Extension ConfigurationIn

Setting Message Notification Options13-24 AltiContact Manager Administration ManualSetting the Type of NotificationThere are four options for sending

Agent ConfigurationAltiContact Manager Administration Manual 13-2513. AgentConfigurationOutcall to Cellular or PCS Phone NumbersWhen an outcall is mad

Configuring Calling Restrictions13-26 AltiContact Manager Administration ManualConfiguring Calling RestrictionsAvailable restrictions on outgoing call

Agent ConfigurationAltiContact Manager Administration Manual 13-2713. AgentConfiguration• No Restrictions on Outcalls.• Internal Calls Only—extension-

Setting Answering Options13-28 AltiContact Manager Administration ManualSetting Answering OptionsAnswering options include forwarding, handling busy c

Agent ConfigurationAltiContact Manager Administration Manual 13-2913. AgentConfigurationForwarding All CallsCall Forwarding is available to all types

xxxii AltiContact Manager Administration Manual12. Conecte el cable que se le suministra con la tarjeta AltiServ al conector sub-miniaturatipo D (25 c

Setting Answering Options13-30 AltiContact Manager Administration Manual•ToaCustom App—when used in conjunction with a third partynotification applica

Agent ConfigurationAltiContact Manager Administration Manual 13-3113. AgentConfiguration• Forward to IVR—use the drop-down list to select an IVR to wh

Configuring One Number Access13-32 AltiContact Manager Administration Manual• Forward to IVR—use the drop-down list to select an IVR to which toroute

Agent ConfigurationAltiContact Manager Administration Manual 13-3313. AgentConfigurationTo configure ONA, select the extension number from the Agent/S

Configuring One Number Access13-34 AltiContact Manager Administration ManualAfter choosing any of the enabling options, you set the Verify Caller IDan

Agent ConfigurationAltiContact Manager Administration Manual 13-3513. AgentConfigurationSpecifying Forwarding Numbers The Forwarding Numbers are used

Setting Up Monitor Lists13-36 AltiContact Manager Administration ManualRestrictions and Defaults• Monitoring is effective for physical extensions only

Agent ConfigurationAltiContact Manager Administration Manual 13-3713. AgentConfigurationFigure 12. Monitor List window, Agent Extension ConfigurationT

Feature Tips13-38 AltiContact Manager Administration ManualFeature TipsEach time a user logs into the AltiGen Voice Mail System, the user willhear a F

AltiContact Manager Administration Manual 14-114. HuntgroupConfigurationCHAPTER14Huntgroup ConfigurationWhat is a Huntgroup?The primary use of a huntg

AltiContact Manager Administration Manual xxxiii13. Anschluß zwischen dem mit dem AltiServ gelieferten Kabel, dem "D-type sub-miniature" (25

14-2 AltiContact Manager Administration ManualApply to ButtonThe huntgroup configuration windows often allow you to apply changes toa particular huntg

Huntgroup ConfigurationAltiContact Manager Administration Manual 14-314. HuntgroupConfigurationSetting Up HuntgroupsThe Huntgroup Configuration Genera

Setting Up Huntgroups14-4 AltiContact Manager Administration ManualAdding a Huntgroup1. To add a huntgroup, click the Add button in the General window

Huntgroup ConfigurationAltiContact Manager Administration Manual 14-514. HuntgroupConfigurationIt is recommended to use the full 10 digit DID number,

Establishing Huntgroup Membership14-6 AltiContact Manager Administration ManualEstablishing Huntgroup MembershipThere are two different ways to attach

Huntgroup ConfigurationAltiContact Manager Administration Manual 14-714. HuntgroupConfigurationAdding Extensions to HuntgroupsTo add extensions to a h

Establishing Huntgroup Membership14-8 AltiContact Manager Administration ManualAssigning Huntgroups to Agent ExtensionsThis is the second of the two w

Huntgroup ConfigurationAltiContact Manager Administration Manual 14-914. HuntgroupConfigurationAdding or Removing Huntgroup AssignmentsTo assign huntg

Establishing Huntgroup Membership14-10 AltiContact Manager Administration Manual• If the extension user hangs up and there are callers waiting in anex

Huntgroup ConfigurationAltiContact Manager Administration Manual 14-1114. HuntgroupConfiguration• All Logout—all group members are not logged back int

xxxiv AltiContact Manager Administration Manual1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGenCommunications,

Setting Huntgroup Mail Management14-12 AltiContact Manager Administration ManualDisabling a MailboxWhen you disable a mailbox, the normal greeting is

Huntgroup ConfigurationAltiContact Manager Administration Manual 14-1314. HuntgroupConfigurationSetting Mailbox Playback OptionsYou can use the follow

Setting Message Notification Options14-14 AltiContact Manager Administration ManualSetting Message Notification OptionsThe Notification tab of Huntgro

Huntgroup ConfigurationAltiContact Manager Administration Manual 14-1514. HuntgroupConfigurationNote: You can use Apply to to apply mailbox settings t

Setting Message Notification Options14-16 AltiContact Manager Administration Manualthe Message Notification call, the system announces the pagernumber

Huntgroup ConfigurationAltiContact Manager Administration Manual 14-1714. HuntgroupConfiguration• Non-Business Hours—notification only during non-busi

Setting Call Handling Options14-18 AltiContact Manager Administration ManualFigure 6. Call Handling window, Huntgroup ConfigurationHandling Busy Calls

Huntgroup ConfigurationAltiContact Manager Administration Manual 14-1914. HuntgroupConfigurationForwarding All CallsCall Forwarding is available to hu

Setting Call Handling Options14-20 AltiContact Manager Administration Manual•ToaCustom App—when used in conjunction with a third partynotification app

Huntgroup ConfigurationAltiContact Manager Administration Manual 14-2114. HuntgroupConfigurationEnabling RNA Agent Auto Log OutThis “Ring No Answer” c

AltiContact Manager Administration Manual xxixPrefacePreface: About This ManualThis guide is designed for dealers, administrators, and technicians who

Setting Call Handling Options14-22 AltiContact Manager Administration ManualTo enable call forwarding, select the Enable Forward to check box, then,us

Huntgroup ConfigurationAltiContact Manager Administration Manual 14-2314. HuntgroupConfigurationSetting Queue Management OptionsIn the Queue Managemen

Setting Queue Management Options14-24 AltiContact Manager Administration Manual

AltiContact Manager Administration Manual 15-115.WorkgroupConfigurationCHAPTER15Workgroup ConfigurationThe primary use of a workgroup is to have speci

15-2 AltiContact Manager Administration ManualThe second step is, after you have created a workgroup, use the GroupMember window to assign agents to t

Workgroup ConfigurationAltiContact Manager Administration Manual 15-315.WorkgroupConfigurationTo set the Personal Information:Type in the User Name, P

15-4 AltiContact Manager Administration ManualSetting Call RestrictionsYou can allow or restrict other types of calls by using the following checkboxe

Workgroup ConfigurationAltiContact Manager Administration Manual 15-515.WorkgroupConfiguration• Disable—no call recording.• Record all calls to centra

Establishing Workgroup Membership15-6 AltiContact Manager Administration ManualFigure 2. Group Member window, Workgroup ConfigurationAdding or Removin

Workgroup ConfigurationAltiContact Manager Administration Manual 15-715.WorkgroupConfigurationList to open the Skill Level dialog box. (Skill Levels a

xxx AltiContact Manager Administration ManualChapter 12, CallCenter Configuration, describes configuration for callcenters.Chapter 13, Agent Configura

Skill Setting Assignment15-8 AltiContact Manager Administration ManualSkill Setting AssignmentThe Skill Setting window in Workgroup Configuration allo

Workgroup ConfigurationAltiContact Manager Administration Manual 15-915.WorkgroupConfiguration3. In the Skill Level Name dialog box, enter the skill n

Setting the Mailbox Options15-10 AltiContact Manager Administration ManualTo work with mailbox settings, select the workgroup number you want towork w

Workgroup ConfigurationAltiContact Manager Administration Manual 15-1115.WorkgroupConfigurationSMTP/POP3 Setting• Email Name—the workgroup’s email nam

Setting the Mailbox Options15-12 AltiContact Manager Administration ManualSetting Mailbox CapacitiesYou can set various mailbox capacities with the fo

Workgroup ConfigurationAltiContact Manager Administration Manual 15-1315.WorkgroupConfigurationSetting Message Notification OptionsThe Notification ta

Setting Message Notification Options15-14 AltiContact Manager Administration Manual• All Voice Messages• All Voice Messages and E-mailsSetting the Typ

Workgroup ConfigurationAltiContact Manager Administration Manual 15-1515.WorkgroupConfigurationOutcall to Cellular or PCS Phone NumbersWhen an outcall

Setting Call Handling Options15-16 AltiContact Manager Administration ManualSetting Call Handling OptionsCall Handling options include forwarding, han

Workgroup ConfigurationAltiContact Manager Administration Manual 15-1715.WorkgroupConfiguration• Forward to Group Voice Mail• Forward to IVR—use the d

AltiContact Manager Administration Manual xxxiPrefaceAppendix C, Product Repair Services & Technical Support, describestechnical support, customer

Setting Call Handling Options15-18 AltiContact Manager Administration Manual•ToaWorkgroup—select a workgroup from the drop-down list.•ToaCustom App—wh

Workgroup ConfigurationAltiContact Manager Administration Manual 15-1915.WorkgroupConfiguration• Forward to IVR—use the drop-down list to select an IV

Setting Call Handling Options15-20 AltiContact Manager Administration Manual• Ring Average Longest Idle Member—the agent who averages beingoff the pho

Workgroup ConfigurationAltiContact Manager Administration Manual 15-2115.WorkgroupConfigurationTo set options for workgroup RNA handling, select the E

Queue Management15-22 AltiContact Manager Administration ManualQueue ManagementThe Queue Management tab in Workgroup Configuration allows you toset op

Workgroup ConfigurationAltiContact Manager Administration Manual 15-2315.WorkgroupConfigurationQueue AnnouncementYou can set up the system to announce

Queue Management15-24 AltiContact Manager Administration ManualNote: If you choose an extension, this can be the same workgroupextension or another wo

Workgroup ConfigurationAltiContact Manager Administration Manual 15-2515.WorkgroupConfiguration• Callback Interview—the System will record the caller’

Queue Management15-26 AltiContact Manager Administration Manual

AltiContact Manager Administration Manual 16-116. IP ExtensionsCHAPTER16Setting Up IP ExtensionsIP extensions communicate with the AltiContact Manager

xxxii AltiContact Manager Administration Manual

System Requirements16-2 AltiContact Manager Administration Manualspeaker will be turned on automatically, a short ring tone is generated, theSpeaker i

Setting Up IP ExtensionsAltiContact Manager Administration Manual 16-316. IP ExtensionsAltiAdmin1. Ensure that the VoIP settings are configured proper

Configuration16-4 AltiContact Manager Administration ManualNote that dynamic IP addressing will show a different IP address inthe Location column of t

Setting Up IP ExtensionsAltiContact Manager Administration Manual 16-516. IP Extensions• NetMeeting 3.01, which is automatically installed with Window

Configuration16-6 AltiContact Manager Administration Manual

AltiContact Manager Administration Manual 17-117.Alti-IP 600 PhoneConfigurationCHAPTER17Alti-IP 600 Phone ConfigurationAltiContactManager supports the

17-2 AltiContact Manager Administration ManualThe left side of the IP Phone Configuration window displays all the Alti-IPphone extensions that have be

Alti-IP 600 Phone ConfigurationAltiContact Manager Administration Manual 17-317.Alti-IP 600 PhoneConfigurationImportant: Please note that the configur

17-4 AltiContact Manager Administration ManualApply To ButtonThe Apply To button works with the following parameters: General,H.323, TFTP (Server fiel

AltiContact Manager Administration Manual 18-118.ApplicationExtension Config.CHAPTER18Application ExtensionConfigurationThe application extension is a

AltiContact Manager Administration Manual 1-11. OverviewCHAPTER1OverviewAltiContact Manager™is AltiGen’s new powerful turnkey, hardware/software multi

Application Extension Setup18-2 AltiContact Manager Administration ManualApplication Extension SetupYou can access Application Extension Configuration

Application Extension ConfigurationAltiContact Manager Administration Manual 18-318.ApplicationExtension Config.1. Open the Application Extension Conf

Application Extension Setup18-4 AltiContact Manager Administration ManualApplication InformationAdditional information can be described in the App Inf

AltiContact Manager Administration Manual 19-119. System DataManagementCHAPTER19System Data ManagementSystem Data Management provides for backing up d

BackingupFiles19-2 AltiContact Manager Administration ManualBacking up FilesTo backup files immediately:1. Open the System Data Management window as d

System Data ManagementAltiContact Manager Administration Manual 19-319. System DataManagementScheduling BackupsYou can set up automated backup on a sc

Restoring Backed up Files19-4 AltiContact Manager Administration ManualRestoring Backed up FilesTo restore the backed up files:1. Open the System Data

AltiContact Manager Administration Manual 20-120.SystemReportManagementCHAPTER20System Report ManagementAltiContact Manager provides system management

System Log20-2 AltiContact Manager Administration ManualThe system configuration summary data includes basic attributes onextensions, groups and group

System Report ManagementAltiContact Manager Administration Manual 20-320.SystemReportManagementClick Display Archived Log / Display Current Log to tog

ii AltiContact Manager Administration ManualInstalling a Cooling Fan . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-13ProperBoardHandlingProc

1-2 AltiContact Manager Administration Manual• An integrated IP or traditional PBX with voicemail for both extensionsand voicemail• Unified Messaging

IP Cumulative Traffic Statistics20-4 AltiContact Manager Administration ManualThe difference between the IP Trunk Current Traffic Statistics windowand

AltiContact Manager Administration Manual 21-121. Data and InternetIntegrationCHAPTER21Data and Internet IntegrationThis section describes how to inte

21-2 AltiContact Manager Administration ManualA protocol stack is a collection of actual protocol layers used to establish aconnection across the netw

Data and Internet IntegrationAltiContact Manager Administration Manual 21-321. Data and InternetIntegrationLocal AddressWhen you are sending messages

21-4 AltiContact Manager Administration Manualuser can send the email. AltiWare then combines the voice message and theemail into a single MIME messag

Data and Internet IntegrationAltiContact Manager Administration Manual 21-521. Data and InternetIntegration•ObtaintheSubnet Mask. You will need to ent

21-6 AltiContact Manager Administration Manual2. Click the Protocols tab, then double click on TCP/IP Protocol fromthe drop-down list box. The TCP/IP

Data and Internet IntegrationAltiContact Manager Administration Manual 21-721. Data and InternetIntegration4. Click OK.Figure 3. DNS Configuration win

21-8 AltiContact Manager Administration ManualMessaging window. Be sure that Enable SMTP/POP3 Service (in theE-Mail Messaging Options field group) is

Data and Internet IntegrationAltiContact Manager Administration Manual 21-921. Data and InternetIntegration• Select Allow Inbound Internet Mail if Alt

OverviewAltiContact Manager Administration Manual 1-31. OverviewAltiContact Manager also includes the following IP PBX features:•VoiceMail•IVR•EmailSe

21-10 AltiContact Manager Administration Manual•EntertheIncoming Mail (POP3) Server address.•EntertheOutgoing Mail (SMTP) Server address.Figure 4. Net

Data and Internet IntegrationAltiContact Manager Administration Manual 21-1121. Data and InternetIntegrationPrerequisitesTwo NT servers:• One NT serve

21-12 AltiContact Manager Administration ManualRepeat the same steps on the Exchange server system and make surethe domain names are the same.To verif

Data and Internet IntegrationAltiContact Manager Administration Manual 21-1321. Data and InternetIntegration•IntheLog On As group, select This Account

21-14 AltiContact Manager Administration ManualTo check that all Exchange Server Services Have Started:1. Open the Control Panel and click the Service

Data and Internet IntegrationAltiContact Manager Administration Manual 21-1521. Data and InternetIntegrationExchange Server ConfigurationNow that you

21-16 AltiContact Manager Administration Manualthat this can only be achieved if AltiGen has an account in the samedomain as the Exchange Server or a

Data and Internet IntegrationAltiContact Manager Administration Manual 21-1721. Data and InternetIntegrationFigure 10. Properties window, Exchange Obj

21-18 AltiContact Manager Administration ManualTo install Outlook 2000 to Corporate or Workgroup mode:1. Install Outlook 2000 from the Outlook 2000 or

Data and Internet IntegrationAltiContact Manager Administration Manual 21-1921. Data and InternetIntegrationTo check the Outlook 2000 mode:1. Start Ou

Key AltiContact Manager Characteristics1-4 AltiContact Manager Administration ManualAdditional Quantum boards can be added to meet larger systemrequir

21-20 AltiContact Manager Administration Manual4. Click Reconfigure Mail Support… to open the E-mail ServiceOptions dialog box.Figure 14. Email Servic

Data and Internet IntegrationAltiContact Manager Administration Manual 21-2121. Data and InternetIntegration2. Click Add to open the Add Service to Pr

21-22 AltiContact Manager Administration ManualThis completes setting up AltiContact Manager and Exchange serversystems properly, and you are ready to

Data and Internet IntegrationAltiContact Manager Administration Manual 21-2321. Data and InternetIntegrationMake sure that the E-mail Name field conta

21-24 AltiContact Manager Administration ManualEnable the Exchange Integration feature in ACM Administrator1. In ACM Administrator, select Voice Mail

Data and Internet IntegrationAltiContact Manager Administration Manual 21-2521. Data and InternetIntegrationTesting the Exchange Server SetupYou can u

21-26 AltiContact Manager Administration Manual3. Click Show Profiles. For the test mailbox there should be profilesnamed such as AltiExch<ServerNa

Data and Internet IntegrationAltiContact Manager Administration Manual 21-2721. Data and InternetIntegrationFor example, if you have 10GB voice mails

21-28 AltiContact Manager Administration ManualTo check the Windows NT version:Click the Start button, select Run, and type winver in the Run dialogbo

Data and Internet IntegrationAltiContact Manager Administration Manual 21-2921. Data and InternetIntegrationTo verify AltiGen Services:1. Select Start

OverviewAltiContact Manager Administration Manual 1-51. Overview• Tip and ring reversal• FSK message lamp• 5V PCI slot is required for each Triton Ana

21-30 AltiContact Manager Administration Manual3. In the Log On tab, set <DomainName>\AltiGen_<ServerName> asthe account. In this example,

Data and Internet IntegrationAltiContact Manager Administration Manual 21-3121. Data and InternetIntegrationtype ping ALTIWARE4_1, then press Enter. Y

21-32 AltiContact Manager Administration ManualMicrosoft Exchange Administrator Configuration1. From the Windows Start menu, launch Programs!Microsoft

Data and Internet IntegrationAltiContact Manager Administration Manual 21-3321. Data and InternetIntegrationFigure 24. Assigning permissions to the Al

21-34 AltiContact Manager Administration ManualInstalling Outlook 2000 Client on the AltiWare System(Same as settings for Exchange Server for Windows

Data and Internet IntegrationAltiContact Manager Administration Manual 21-3521. Data and InternetIntegration1. Run Program> Exchange> System Man

21-36 AltiContact Manager Administration Manual3. Go to Properties > Security > Add > name of AltiGen Serverlinked up.In AltiContact Manager,

Data and Internet IntegrationAltiContact Manager Administration Manual 21-3721. Data and InternetIntegrationTo troubleshoot or double-check the server

21-38 AltiContact Manager Administration Manual

AltiContact Manager Administration Manual 22-122. AltiWebCHAPTER22AltiWebAltiContact Manager integrates VoIP, IVR, and Microsoft InternetInformation S

Key AltiContact Manager Characteristics1-6 AltiContact Manager Administration ManualCall Center/IP PBX FeaturesThe Call Center/IP PBX features include

Installing AltiWeb22-2 AltiContact Manager Administration ManualInstalling AltiWebMake sure AltiContact Manager has been installed on the AltiContactM

AltiWebAltiContact Manager Administration Manual 22-322. AltiWeb6. Verify the physical location of the AltiWeb directory by right-clickingthe Default

Installing AltiWeb22-4 AltiContact Manager Administration Manual• contactaltigen.htm—Customer Information page for use withoutIVR• customerid.htm—Page

AltiWebAltiContact Manager Administration Manual 22-522. AltiWebTagging Pages for URL HistoryTo appear in the URL history, the pages the caller visits

Installing AltiWeb22-6 AltiContact Manager Administration Manual1. A web caller browses the company web site and has a questionregarding some product

AltiWebAltiContact Manager Administration Manual 22-722. AltiWeb3. The web caller enters the required information, then clicks the Submitbutton. The A

Installing AltiWeb22-8 AltiContact Manager Administration Manual5. If the call goes to an AltiAgent user, the Caller Data window shows theForm Data an

AltiWebAltiContact Manager Administration Manual 22-922. AltiWebTo alter form data:Using Notepad or another html editor, modify Contactaltigen.htm sou

Installing AltiWeb22-10 AltiContact Manager Administration Manual1. A web caller browses the company web site and has a questionregarding some product

AltiWebAltiContact Manager Administration Manual 22-1122. AltiWeb3. The web caller enters the required information, then clicks the Submitbutton. The

OverviewAltiContact Manager Administration Manual 1-71. Overview• Call Park and Pick Up - users can park calls at one station to bepicked up at anothe

Installing AltiWeb22-12 AltiContact Manager Administration Manual5. The caller selects Sales, and the Customer ID window(customerid.htm) appears.Figur

AltiWebAltiContact Manager Administration Manual 22-1322. AltiWeb8. If the call goes to an AltiAgent user, the Caller Data window showsForm data, IVR

Installing AltiWeb22-14 AltiContact Manager Administration ManualTo alter form data:Using Notepad or another html editor, modify Contact.htm source co

AltiWebAltiContact Manager Administration Manual 22-1522. AltiWebConfiguring IVR for Scenario 2Scenario 2 demonstrates how to use IVR in conjunction w

Installing AltiWeb22-16 AltiContact Manager Administration ManualConfiguring IVRNote: For detailed instructions, refer to “IVR Configuration” on page

AltiWebAltiContact Manager Administration Manual 22-1722. AltiWeb4. Select 1-get digits.5. Make the following entries, and click Apply.• Type an Item

Installing AltiWeb22-18 AltiContact Manager Administration Manual6. Select &-get digits.7. Make the following entries, then click Apply.• Type an

AltiWebAltiContact Manager Administration Manual 22-1922. AltiWeb8. Select &-to extension.9. Make the following entries, then click OK.• Type an I

Uninstalling AltiWeb22-20 AltiContact Manager Administration ManualUninstalling AltiWeb1. From the Windows Start menu, select Programs AltiWeb 4.6Unin

AltiWebAltiContact Manager Administration Manual 22-2122. AltiWebTo receive updates from the Symantec LiveUpdate web site1. Click on File menu and cho

Key AltiContact Manager Characteristics1-8 AltiContact Manager Administration Manual• Directory Name Announcement - the huntgroup/workgroup agent’sdir

AltiWeb Security22-22 AltiContact Manager Administration Manual7. Check Exclude selected files and folders and click Exclusions button8. Enable Check

AltiContact Manager Administration Manual 23-123. Using TAPICHAPTER23Using TAPIIf your office has an off-the-shelf application for calling contacts wi

Installing TAPI Services23-2 AltiContact Manager Administration Manual• Network connection with TCP/IP enabled• A TAPI application (Phone Dialer, Outl

Using TAPIAltiContact Manager Administration Manual 23-323. Using TAPIChanging TAPI Configuration ParametersTo change TAPI Configuration Parameters:1.

Changing TAPI Configuration Parameters23-4 AltiContact Manager Administration Manual

ToolsAltiContact Manager Administration Manual 24-124. ToolsCHAPTER24ToolsAltiContact Manager comes with the following tools for testing,diagnosing an

Work/Hunt Group Converter24-2 AltiContact Manager Administration ManualFigure 1. Work/Hunt Group ConverterThe number of available agent licenses are d

ToolsAltiContact Manager Administration Manual 24-324. Tools— voice recording setting— queue time threshold— queue overflow settings— queue announceme

Extension Checker24-4 AltiContact Manager Administration ManualExtension CheckerExtension Checker is a tool checks the security status of every extens

ToolsAltiContact Manager Administration Manual 24-524. ToolsTo use Extension Checker:1. Launch Extension Checker from AltiWare>AltiWare Tools on th

OverviewAltiContact Manager Administration Manual 1-91. Overview• Individual and System Call Pick Up - allows users to answer aringing telephone from

MVIP Test Tool24-6 AltiContact Manager Administration Manual3. Click Refresh. Extensions with the selected insecure characteristicswill appear in the

ToolsAltiContact Manager Administration Manual 24-724. Tools4. If the MVIP Test encounters an error, click Yes or No to view the errorreport.5. At the

AltiDBReader24-8 AltiContact Manager Administration ManualForCDR DB searches, the Search window allows the following searchparameters:• From - sets th

ToolsAltiContact Manager Administration Manual 24-924. Tools• Acct Code - to further specify the search this search field, you mayadd matching digits

AltiDBReader24-10 AltiContact Manager Administration Manual5. The search results appear in the fields on the right side of the mainwindow.6. To delete

ToolsAltiContact Manager Administration Manual 24-1124. ToolsDINA ManagerDINA Manager is GUI-based tool designed to help a customer configureseveral d

DINA Manager24-12 AltiContact Manager Administration Manual

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-125.CallRouterCHAPTER25Basic Call Router & Call RouterAdv

Basic Call Router25-2 AltiContact Manager Administration ManualTo Configure/Run Basic Call Router:1. Launch Call Router from Start>Programs.2. Sele

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-325.CallRouterBasic Call Router Customer RecordsTo create cus

Key AltiContact Manager Characteristics1-10 AltiContact Manager Administration Manual• Out Call Routing Configuration - allows outgoing calls to bedir

Basic Call Router25-4 AltiContact Manager Administration ManualCreating Customer RecordsTo create a customer record:1. Select Customer Record from the

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-525.CallRouter4. Select a Target action for Call Router to pe

Basic Call Router25-6 AltiContact Manager Administration Manual• User Data (gathered from a response to an IVR prompt or anotherAltiLink Plus applicat

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-725.CallRouterCall Route Request DataThe “Call Router Request

Basic Call Router25-8 AltiContact Manager Administration ManualNote: If no match is found between the Call Route Request Data and therouting rules, th

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-925.CallRouterDelay.• Add button - Click Add to log on to a w

Call Router Advanced25-10 AltiContact Manager Administration ManualNote: The workgroup to which incoming trunk calls will be routed viaCall Router mus

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-1125.CallRouterTo disconnect from this server, click the Disc

Call Router Advanced25-12 AltiContact Manager Administration ManualCall Router Advanced Route RulesTo create route rules that will be used to route ca

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-1325.CallRouter•TheDefault Routing button opens a Default Rou

OverviewAltiContact Manager Administration Manual 1-111. Overview• Station Log In/Log Out - enables system users to move an extensionnumber from one s

Call Router Advanced25-14 AltiContact Manager Administration Manual3. Enter or modify the Rule Name in this field.4. Select the data to match against

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-1525.CallRouterFor example, if you specify Call ID Data “5102

Call Router Advanced25-16 AltiContact Manager Administration Manual• Tag name - for example, “password” (gathered from a responseto an IVR prompt or a

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-1725.CallRouterCall Route Request DataThe “Call Router Reques

Call Router Advanced25-18 AltiContact Manager Administration ManualNote: If no match is found between the Call Route Request Data and therouting rules

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-1925.CallRouterEnter the workgroup extension as the WorkGroup

Call Router Advanced25-20 AltiContact Manager Administration ManualClearing Call Router Advanced History DataTo clear data from the Call Router Histor

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-2125.CallRouterTo open the Datasource dialog box, right-click

Call Router Advanced25-22 AltiContact Manager Administration ManualReplace the “No Action” level with “Call – to Ext./Workgroup,” andenter the workgro

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-2325.CallRouterIn ACM Administrator, you configure the IVR to

AltiContact Manager Administration Manual iiiThe AltiContact Manager Main Window 2TheMainMenu ... 4-3QuickAccessToolbar

Key AltiContact Manager Characteristics1-12 AltiContact Manager Administration Manual• Flexible Wrapup Times and Inter Call Delays - can be used to se

Call Router Advanced25-24 AltiContact Manager Administration ManualFor Sales, you create a rule as shown below.

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-2525.CallRouterSimilarly, for Support, you create a rule as s

Call Router Advanced25-26 AltiContact Manager Administration ManualIn the Monitor window, click Add to log on to Sales, entering both theworkgroup ext

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-2725.CallRouterIn the Monitor window, click Add to log on to

Testing Call Router25-28 AltiContact Manager Administration ManualTesting Call RouterTo test the performance of Call Router, you can access a test too

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-2925.CallRouterThe total calls processed and average time per

Testing Call Router25-30 AltiContact Manager Administration Manual5. The Total calls that Call Router processed and Average responsetime per call of t

Basic Call Router & Call Router AdvancedAltiContact Manager Administration Manual 25-3125.CallRouter2. Add a data source to “ODBC” configuration i

Testing Call Router25-32 AltiContact Manager Administration Manual3. In Call Router, add a rule to access database.The user can change the rule config

AltiContact Manager Administration Manual A-1A. Call AccountingReport FormatsAPPENDIXACall Accounting Report FormatsThis appendix identifies the field

OverviewAltiContact Manager Administration Manual 1-131. Overview• Multiple Workgroup Log In and Log Out - lets group membersquickly log in and out of

A-2 AltiContact Manager Administration ManualCDR Data SchemaTable 1: CDR Call FormatDatabaseElementDefinition Type SpecificationNodeID Server ID (Syst

Call Accounting Report FormatsAltiContact Manager Administration Manual A-3A. Call AccountingReport FormatsCallerPad Line’s physical address for aninc

A-4 AltiContact Manager Administration ManualOutGoingWGWorkgroup number for anoutgoing call, as set inAltiAdminorbyagentatlogonUCHAR(8)DNIS DNIS numbe

Call Accounting Report FormatsAltiContact Manager Administration Manual A-5A. Call AccountingReport FormatsExitState State when call is terminated ULO

A-6 AltiContact Manager Administration ManualTable 2: CDR Logon-Off FormatUserData Agent input UCHAR(255)CallEnd For indication of the lastrecord of a

Call Accounting Report FormatsAltiContact Manager Administration Manual A-7A. Call AccountingReport FormatsTable 3: CDR Wrap-Up FormatExitState State

A-8 AltiContact Manager Administration ManualExitState State when call is terminated ULONG (see boxed inset)LocalStartTimeTimestampwhenwrapupstartsStr

Call Accounting Report FormatsAltiContact Manager Administration Manual A-9A. Call AccountingReport FormatsRTM Data SchemaTable 4: RTM Data FormatData

RTM Data SchemaA-10 AltiContact Manager Administration ManualInCallDurationDuration of incoming calls(NumInCall), starting from thetime an agent answe

Call Accounting Report FormatsAltiContact Manager Administration Manual A-11A. Call AccountingReport FormatsServiceLevel Service Level number of calls

Key AltiContact Manager Characteristics1-14 AltiContact Manager Administration Manualthe call queue for the next available member. When the first call

RTM Data SchemaA-12 AltiContact Manager Administration ManualOutCallDurationDuration of outgoing calls(NumOutCall); from the timethe call enters “Conn

Call Accounting Report FormatsAltiContact Manager Administration Manual A-13A. Call AccountingReport FormatsextHoldDurationTotal duration of non-workg

RTM Data SchemaA-14 AltiContact Manager Administration ManualInCallDurationDuration of incoming calls(NumInCall), starting from thetime the agent answ

Call Accounting Report FormatsAltiContact Manager Administration Manual A-15A. Call AccountingReport FormatsSMDR Reporting FormatBesides the CDR forma

SMDR Reporting FormatA-16 AltiContact Manager Administration ManualExtension Calls Out Format:09/01 08:12P 00:00:33 109 2526352 0411 12345678:From Ext

Call Accounting Report FormatsAltiContact Manager Administration Manual A-17A. Call AccountingReport FormatsFrom Trunk BExtension B: 100Trunk X: 32100

SMDR Reporting FormatA-18 AltiContact Manager Administration Manual3 Ext B ONA to Trk Y 11/18 06:15P 00:00:12 0100 3210001 10011/18 06:16P 00:00:00 01

AltiContact Manager Administration Manual B-1B. E1 R2 CASInstallationAPPENDIXBE1 R2 CAS InstallationThis appendix describes the configuration procedur

B-2 AltiContact Manager Administration ManualCD Bits Handling is selected to "CD = 01". If all configurations arecorrect, the status of trun

E1 R2 CAS InstallationAltiContact Manager Administration Manual B-3B. E1 R2 CASInstallationStep 3: Signaling LayerDepending on your country and it’s c

OverviewAltiContact Manager Administration Manual 1-151. OverviewIVR FeaturesThe IVR features provide quick and courteous processing of all incomingca

B-4 AltiContact Manager Administration ManualTable 1: Foreign Countries/Signaling ValuesCountry Signaling ValuesChile/Nacional MFC-R2Set calling part

E1 R2 CAS InstallationAltiContact Manager Administration Manual B-5B. E1 R2 CASInstallationChina MFC-R2 Set calling part category:3[Assume no caller I

B-6 AltiContact Manager Administration ManualEcuador MFC-R2 Set calling part category:1[Assume no caller ID provided]:Incoming sequence: DID/DNISIn-ca

E1 R2 CAS InstallationAltiContact Manager Administration Manual B-7B. E1 R2 CASInstallationMexico / Teléfonos deMexicoSet calling part category:2[Assu

B-8 AltiContact Manager Administration ManualVenezuela / NacionalMFC-R2Set calling part category:1[Assume no caller ID provided]:Incoming sequence: DI

AltiContact Manager Administration Manual C-1C. Product Repair &Technical SupportAPPENDIXCProduct Repair Services &Technical SupportThis appen

Repair and ReplacementB-2 AltiContact Manager Administration ManualHow To Reach AltiGen Technical SupportContact AltiGen technical support by any of t

Product Repair Services & Technical SupportAltiContact Manager Administration Manual C-3C. Product Repair &Technical SupportFor products found

Repair and ReplacementB-4 AltiContact Manager Administration ManualStandard Product Warranty Failures beyond the first 24 hours of initial power up, i

Product Repair Services & Technical SupportAltiContact Manager Administration Manual C-5C. Product Repair &Technical Support• Proof of Purchas

Key AltiContact Manager Characteristics1-16 AltiContact Manager Administration ManualAltiGen Voice Mail FeaturesThe AltiGen Voice Mail System is a sop

Repair and ReplacementB-6 AltiContact Manager Administration ManualTerms and Conditions1. Exceptions and Notice of Non-Repairable EquipmentEquipment r

Product Repair Services & Technical SupportAltiContact Manager Administration Manual C-7C. Product Repair &Technical Support6. Hardware Limita

RMA FormB-8 AltiContact Manager Administration ManualRMA FormOne article per RMA Issued initiating any repair level service.To initiate a repair order

Product Repair Services & Technical SupportAltiContact Manager Administration Manual C-9C. Product Repair &Technical SupportBILL TO INFORMATIO

RMA FormB-10 AltiContact Manager Administration Manual

AltiContact Manager Administration Manual G-1GlossaryGlossaryAAC - Alternating Current.ADPCM - Adaptive Differential Pulse Code Modulation. A sophisti

G-2 AltiContact Manager Administration ManualCentral Office (CO) - a switching system that connects lines to lines, lines totrunks, and trunks to trun

AltiContact Manager Administration Manual G-3GlossaryDC - direct current. The flow of free electrons in one direction with an electricalconductor, suc

G-4 AltiContact Manager Administration ManualEthernet - a communications protocol used in local area networks to connectcomputers, terminals, printers

AltiContact Manager Administration Manual G-5Glossaryground start - a type of start signaling on a subscriber’s trunks in which the ring(minus side) i

OverviewAltiContact Manager Administration Manual 1-171. Overviewmessages and make other calls not associated with a message, all withone call into th

G-6 AltiContact Manager Administration ManualLLanguage Server - allows the ability to record and play phrases in different foreignlanguages without re

AltiContact Manager Administration Manual G-7Glossarynetwork address - An identifier for a node, station, or unit of equipment in anetwork.network dom

G-8 AltiContact Manager Administration ManualPPABX - Private Automatic Branch Exchange. A private branch exchange (PBX)that provides access to and fro

AltiContact Manager Administration Manual G-9GlossaryProtected subsystems - integral subsystems that perform important operatingsystem functions, such

G-10 AltiContact Manager Administration ManualSMTP - Simple Mail Transfer Protocol. Protocol for sending Internet email.station - any location wired t

AltiContact Manager Administration Manual G-11GlossaryUUCA - Universal Communication Architecture.UPS - Uninterrupted Power Supply. A backup battery m

G-12 AltiContact Manager Administration Manual

IndexAltiContact Manager Administration Manual I-1IndexIndexAAbout icon 4-4accessrestriction 1-19system 4-10access code 7-3account code 1-6ACD 1-24cal

IndexI-2 AltiContact Manager Administration ManualAltiWeb.cab 22-4AltiWeb.htm 22-4, 22-7, 22-11AltiWeb.js 22-4AM schedule 5-9AMI (Alternate MarkInvers

IndexAltiContact Manager Administration Manual I-3Indexcall detail reporting 1-20, A-1–A-17call forwarding 1-6from voice mail 1-16call handling 13-28,

Key AltiContact Manager Characteristics1-18 AltiContact Manager Administration Manual• Zoomerang - allows users to listen to messages in the AltiGen V

IndexI-4 AltiContact Manager Administration Manualconfiguration 13-26agent 13-1apply to feature 1-19audio peripheral 5-27firewall 9-9huntgroup 14-1IP

IndexAltiContact Manager Administration Manual I-5Indexname directory 1-15directory name announcement 1-8directory structure 22-3directory, verifying

IndexI-6 AltiContact Manager Administration ManualFfailover routing 1-15, 11-9faststart enable 7-14FCC statement 3-xvfeature access 5-6feature tips 1-

IndexAltiContact Manager Administration Manual I-7IndexIicons, toolbar 4-4, 4-10images subdirectory 22-3impedance 7-7, G-5incoming call handling 7-20i

IndexI-8 AltiContact Manager Administration Manualaverage statistic 20-4buffer 1-23Jitter Buffer 9-8jitter buffer 7-14, 7-15Kkeys, CDR data elements A

IndexAltiContact Manager Administration Manual I-9Indexmounting panel G-6moving system 3-47multilink 9-9multiple call waiting 1-9, 13-31multiple data

IndexI-10 AltiContact Manager Administration ManualPPackets Lost 4-10Packets Received 4-10Packets Sent 4-10pager notification 13-24, 14-15,15-14paging

IndexAltiContact Manager Administration Manual I-11IndexPOP3 21-2, G-8SMTP 21-2TCP/IP 21-1, 21-5TCP/IP configuration 21-5transport protocol 21-1PSTN 9

IndexI-12 AltiContact Manager Administration Manualroute access, number plan 5-6route definition 10-1router 9-9routingcaller ID 12-5DNIS 12-3RTM Exter

IndexAltiContact Manager Administration Manual I-13Indexsplit area codes 1-21SQL 5-19SQL queries 25-20station speed dialing 13-17statistics 6-10IP tra

OverviewAltiContact Manager Administration Manual 1-191. Overview• Mail Forwarding - allows you to forward mail (email and voice mail)to an SMTP-based

IndexI-14 AltiContact Manager Administration ManualCall Router 25-28Third party applications 3-3tie trunk 7-5tie trunks 5-14toll call prefix 5-25toll

IndexAltiContact Manager Administration Manual I-15Indexuninterrupted power supply(UPS) 2-3update prompts 5-30upgradingAltiWare OE 3-18UPS 2-3URL hist

IndexAltiContact Manager Administration Manual I-16Indexskill setting 15-8wrapup 4-8Zzero code suppression 6-20Bell 6-20GTE 6-20Jam Bit 8 6-20Zoomeran

IndexAltiContact Manager Administration Manual I-17Index

IndexI-18 AltiContact Manager Administration Manual

AltiContact Manager Administration Manual R-1Readers Comment FormAltiWare OE Release 4.6AltiContact Manager Administration ManualPlease use this form

R-2 AltiContact Manager Administration ManualCOMMENTS:Mail to:AltiGen Communications, Inc.47427 Fremont Blvd.Fremont, CA 94538OrCall us at: (510) 252

Key AltiContact Manager Characteristics1-20 AltiContact Manager Administration Manual• Call Detail Reporting (CDR) - the system collects and recordsin

OverviewAltiContact Manager Administration Manual 1-211. Overview• Split Area Code Support - allows you to identify area codes andprefixes that are ex

iv AltiContact Manager Administration ManualSettingEmergencyNumbers... 5-26SettingtheTDMBusMode... 5-26CT-Bus

Key AltiContact Manager Characteristics1-22 AltiContact Manager Administration ManualVoice over IP FeaturesVoice over IP features include:• ACM Admini

OverviewAltiContact Manager Administration Manual 1-231. Overview• IP Extensions - the IP Extension feature allows an H.323 compliantterminal device t

Key AltiContact Manager Characteristics1-24 AltiContact Manager Administration Manual• VoIP Hop Off Call Support - allows an extension to access a T1

OverviewAltiContact Manager Administration Manual 1-251. Overview• Intercom• IP Extension Log In/Log OutAltiWare ToolsAltiWare comes with useful tools

Key AltiContact Manager Characteristics1-26 AltiContact Manager Administration Manual• Basic CallRouter - a call handling application that uses ACMAdm

AltiContact Manager Administration Manual 2-12. SystemRequirementsCHAPTER2System RequirementsHardware RequirementsAltiContact Manager hardware require

2-2 AltiContact Manager Administration ManualNote: If installing AltiContact Manager for the first time and youwish to use the software with Windows 2

System RequirementsAltiContact Manager Administration Manual 2-32. SystemRequirementsProper Grounding and Loop CurrentProper grounding is essential fo

2-4 AltiContact Manager Administration ManualTable 1. AltiGen Board Operating Environmentals/Condiciones Ambientalespara La Operación de La Tarjeta Al

System RequirementsAltiContact Manager Administration Manual 2-52. SystemRequirementsThe I/O switch is factory preset as shown below. Change this sett

AltiContact Manager Administration Manual vOutgoingCallBlocking... 7-21Chapter 8VoiceMailConfiguration ...

2-6 AltiContact Manager Administration Manual• MVIP Compatible• 256 Port Non-Blocking Switch Matrix• Jumper-Free Configuration• PCI Bus• Compliant wit

System RequirementsAltiContact Manager Administration Manual 2-72. SystemRequirements• Tone detection for fax tone, modem tone and voice.Triton VoIP B

2-8 AltiContact Manager Administration ManualTriton Resource BoardThe Triton Resource board enables call center supervisors to barge in orsilently mon

System RequirementsAltiContact Manager Administration Manual 2-92. SystemRequirementsAltiGen Board Options(Opciones de La Tarjeta AltiGen /AltiGen Kar

2-10 AltiContact Manager Administration ManualTable 2. AltiGen Telephony Board Options* When you upgrade to AltiWare OE 4.6, all 8-port boards are aut

System RequirementsAltiContact Manager Administration Manual 2-112. SystemRequirementsdie 12 Anschluß-Karte zu einer 30 Anschluß-Karte aufgerüstet wer

2-12 AltiContact Manager Administration ManualRecommended ACM System Configurations*Table 4. System Selection Guidelines*Individual requirements may v

System RequirementsAltiContact Manager Administration Manual 2-132. SystemRequirementsTable 5. Individual Board Power Requirements*1A@12V is provided

2-14 AltiContact Manager Administration ManualIf more than two AltiGen telephony boards are installed in the AltiWaresystem, then an additional coolin

System RequirementsAltiContact Manager Administration Manual 2-152. SystemRequirementsOperating Environment(Condiciones Ambientales de Operación/Betri

vi AltiContact Manager Administration ManualChapter 11IVRConfiguration...11-1PlanningisEssential...

2-16 AltiContact Manager Administration Manual• Utilice una superficie de trabajo plana y estable, con suficiente espacioalrededor para que pueda dars

System RequirementsAltiContact Manager Administration Manual 2-172. SystemRequirements• Es darf nur mit geerdetem Gerät gearbeitet werden. ESD Matten

2-18 AltiContact Manager Administration ManualAltiContact Manager Conference Resource LimitsThe following table defines conference resource limits for

AltiContact Manager Administration Manual 3-13.SoftwareInstallationCHAPTER3Software InstallationThe AltiContact Manager software is provided on a CD-R

AltiContact Manager as an NT Service3-2 AltiContact Manager Administration ManualAltiContact Manager as an NT ServiceAltiContact Manager components su

Software InstallationAltiContact Manager Administration Manual 3-33.SoftwareInstallation• User Account. During installation, a user account with local

Preparing to Install AltiContact Manager3-4 AltiContact Manager Administration ManualVoIP MessageWaitingVoIP Message Waiting 49151(Quicknet IPext only

Software InstallationAltiContact Manager Administration Manual 3-53.SoftwareInstallationSoftware License Activationand RegistrationLicensingThe licens

Licensing3-6 AltiContact Manager Administration ManualBusiness User Seat • This license counts the total number of physical and IPphones configured in

Software InstallationAltiContact Manager Administration Manual 3-73.SoftwareInstallationFor step-by-step instructions on the licensing process, refer

AltiContact Manager Administration Manual viiDisablingaMailbox... 13-20SynchronizingwithExchangeServer ... 13-20

Registration3-8 AltiContact Manager Administration ManualDealer Installation IDAs part of the installation and registration process, the Dealer is ass

Software InstallationAltiContact Manager Administration Manual 3-93.SoftwareInstallationFor step-by-step instructions on the manual online registratio

Upgrades3-10 AltiContact Manager Administration ManualFor all the above cases, the customer must go to a registered 4.6 version totransfer compatible

Software InstallationAltiContact Manager Administration Manual 3-113.SoftwareInstallationNew InstallationBefore New InstallationNote: TritonT1RevA1/A2

To Begin New Installation3-12 AltiContact Manager Administration Manual3. Login to Windows NT or Windows 2000 as a domain or local useraccount that ha

Software InstallationAltiContact Manager Administration Manual 3-133.SoftwareInstallation10. Setup will check AltiGen boards on your system.Note: Setu

To Begin New Installation3-14 AltiContact Manager Administration Manual14. Setup will use the following disk drives as noted for PostOffice,AltiDB and

Software InstallationAltiContact Manager Administration Manual 3-153.SoftwareInstallation15. Setup allows you to select the components you wish to ins

To Begin New Installation3-16 AltiContact Manager Administration Manual17. Setup will perform the following:• Install Microsoft Data Access Components

Software InstallationAltiContact Manager Administration Manual 3-173.SoftwareInstallation20. Setup is complete. Reboot the system to finish the instal