Altigen MAXCS 7.0 Update 1 ACM Administration Manual do Utilizador

ACM Administration Manual MAXCS Release 7.5December 2014

viii MaxCS 7.5 Administration Manual CHAPTER 21Line Park Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249Implementa

Chapter 7: Auto Attendant Configuration84 MaxCS 7.5 Administration ManualFigure 38. The AA windowNote: You can check the Hide ‘No Action’ Items chec

Configuring Auto AttendantsMaxCS 7.5 Administration Manual 85• Third step – Set Call Priority for MAXCS ACM priority queuing. You can assign a priorit

Chapter 7: Auto Attendant Configuration86 MaxCS 7.5 Administration ManualCollecting DigitsWhen a caller selects the "Collect Digits" action

Phrase ManagementMaxCS 7.5 Administration Manual 87Making Auto Attendant AssignmentsOnce the AAs are set up, you can use them in various in-call routi

Chapter 7: Auto Attendant Configuration88 MaxCS 7.5 Administration ManualRecording Custom Phrases from the AltiGen PhoneNote: If you have an AltiGen

Phrase ManagementMaxCS 7.5 Administration Manual 895. Once you receive the prompts in the MAXCS format, place them in the C:\PostOffice\phrases\LangCu

Chapter 7: Auto Attendant Configuration90 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 91C HAPTER 8Multilingual ConfigurationMaxCS 7.5 ACM supports multiple language prompts (8 languages maximum) for trun

Chapter 8: Multilingual Configuration92 MaxCS 7.5 Administration ManualCreating Language Phrase PackagesFor each set of phrases you want in a differe

Enabling Multilingual Support in the Auto AttendantMaxCS 7.5 Administration Manual 93 Figure 41. Multilingual Configuration, Language tabWhen you fir

MaxCS 7.5 Administration Manual ixQueue Management – Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273Setting Queue Ph

Chapter 8: Multilingual Configuration94 MaxCS 7.5 Administration Manual1. Select System > Multilingual Configuration > AA tab.2. From the list

Configuring the ExtensionMaxCS 7.5 Administration Manual 95In the Language list, select the desired language, and click OK.Extension User Can Change L

Chapter 8: Multilingual Configuration96 MaxCS 7.5 Administration ManualAll feature codes are enabled, by default. The default feature profile name is

Which Language Will Be Used?MaxCS 7.5 Administration Manual 97Figure 44. Configuring the language setting in DNISSee “DNIS Routing” on page 161 for r

Chapter 8: Multilingual Configuration98 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 99C HAPTER 9Call Recording ConfigurationTo use the centralized call recording function, make sure the following MaxCS

Chapter 9: Call Recording Configuration100 MaxCS 7.5 Administration Manual• trk(bbcc) for an inbound trunk call without caller ID. bb is the board lo

Configuring Call RecordingMaxCS 7.5 Administration Manual 1014. If you are using multiple gateways, and you are not using network attached storage, ch

Chapter 9: Call Recording Configuration102 MaxCS 7.5 Administration ManualFigure 47. “Sign up for online storage or connect to a network server” lin

Configuring Call RecordingMaxCS 7.5 Administration Manual 103Figure 50. Add Network Place Wizard – Internet/Network Address5. Type the address of the

x MaxCS 7.5 Administration ManualEthernet II Framing Header . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300Enabling VLAN . .

Chapter 9: Call Recording Configuration104 MaxCS 7.5 Administration ManualFigure 53. Network Place Created8. In the Recording Configuration window,

MaxCS 7.5 Administration Manual 105C HAPTER 10Application Extension ConfigurationThe application extension is an extension pilot number that allows an

Chapter 10: Application Extension Configuration106 MaxCS 7.5 Administration ManualFigure 55. Application Extension Configuration windowTo set up an

Application Extension SetupMaxCS 7.5 Administration Manual 107• Operator – Select an operator from the list.• Disconnect – Disconnect the callImportan

Chapter 10: Application Extension Configuration108 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 109C HAPTER 11Board Configuration This chapter shows how to configure AltiGen telephony boards:• Triton Resource Board

Chapter 11: Board Configuration110 MaxCS 7.5 Administration ManualFigure 58. Board Configuration windowBoard Configuration ParametersThese are the a

Using the Triton MeetMe Conference BoardMaxCS 7.5 Administration Manual 111• 6-party conferencing. When an extension is trying to make a conference ca

Chapter 11: Board Configuration112 MaxCS 7.5 Administration ManualConfiguring the Triton Analog Trunk LS/GS and LS BoardsThe Triton Analog Trunk boar

If you change this configuration, you must restart the switching services for the change to take effect.Configuring the Triton T1/E1 BoardMaxCS 7.5 Ad

MaxCS 7.5 Administration Manual xiIP Cumulative Traffic Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344Resetting Cu

Chapter 11: Board Configuration114 MaxCS 7.5 Administration ManualFigure 62. Triton T1/E1 Configuration dialog box T1 and E1 ConfigurationDouble-cli

Configuring the Triton T1/E1 BoardMaxCS 7.5 Administration Manual 115Figure 64. Triton E1 configuration dialog boxReading the Status MessagesIf the c

Chapter 11: Board Configuration116 MaxCS 7.5 Administration ManualReading the StatisticsThe Statistics panel displays the number of errors that have

Configuring the Triton T1/E1 BoardMaxCS 7.5 Administration Manual 117Setting the Configurable OptionsThese are the options you can set:Option NotesFra

Chapter 11: Board Configuration118 MaxCS 7.5 Administration ManualThe CH -> Type list on the left side of the window displays the channel types.No

Configuring the Triton T1/E1 BoardMaxCS 7.5 Administration Manual 119Figure 67. E1 PRI Protocol Configuration dialog box (top half)Figure 68. E1 CAS

Chapter 11: Board Configuration120 MaxCS 7.5 Administration ManualFigure 69. T1 PRI Switch ModeThe top four settings are used for a connection to a

Configuring the Triton T1/E1 BoardMaxCS 7.5 Administration Manual 121E1 PRIFigure 70. E1 PRI Switch Mode The top three settings are used for a connec

Chapter 11: Board Configuration122 MaxCS 7.5 Administration ManualFigure 71. PRI ISDN Numbering Plan dialog box The PRI ISDN Numbering Plan dialog b

Configuring the Triton T1/E1 BoardMaxCS 7.5 Administration Manual 123• None – No maintenance message sent; puts channel in ready state automatically.•

xii MaxCS 7.5 Administration ManualParameters for Trace Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381Limitations . . .

Chapter 11: Board Configuration124 MaxCS 7.5 Administration Manual Figure 72. PRI Calling Number SettingMost PRI trunks allow a MAXCS system to send

Configuring Virtual Board SIPSPMaxCS 7.5 Administration Manual 1251. Connect the CSU (Adtran model T1 CSU ACE used as an example) to the T1/PRI or T1/

Chapter 11: Board Configuration126 MaxCS 7.5 Administration ManualNotes:• Make sure you have enough VoIP resource boards.• The more signal channels,

Configuring Virtual Board SIPSPMaxCS 7.5 Administration Manual 127Click Advanced Configuration to manage the Trusted SIP Device list.To move an IP add

Chapter 11: Board Configuration128 MaxCS 7.5 Administration ManualFax RoutingTo simplify administrative tasks, you can allow voice and fax calls to r

Configuring Virtual Board HMCPMaxCS 7.5 Administration Manual 129From a deployment point of view, an HMCP media server can be installed in the same So

Chapter 11: Board Configuration130 MaxCS 7.5 Administration ManualYou can change the number to as many as 120 members in a maximum of 40 bridges, and

Configuring Virtual Board HMCPMaxCS 7.5 Administration Manual 131• When adding additional combo licenses, the system will also increase the RTP ports

Chapter 11: Board Configuration132 MaxCS 7.5 Administration ManualIn Extension Configuration > General > IP Extension panel, change the Home Me

Configuring Virtual Board HMCPMaxCS 7.5 Administration Manual 1331. Log into MAXCS Administrator with the superpassword. If you do not log in via the

MaxCS 7.5 Administration Manual xiiiAPPENDIX DTechnical Support & Product Repair Services . . . . . . . . . . . . . . . .419Technical Support Eli

Preferred Codec G.711 Mu-LawFirst SIP Invite Request Content Codec Used for the CallSupports G.711The IP Codec table of Enterprise Manager is ignored.

Configuring the MAX1000/2000 BoardMaxCS 7.5 Administration Manual 135• Double-clicking a T1/E1 channel group opens the channel group configuration dia

Chapter 11: Board Configuration136 MaxCS 7.5 Administration ManualThis dialog box displays the board serial number, top access card serial number, bo

MaxCS 7.5 Administration Manual 137C HAPTER 12Trunk ConfigurationTrunk attributes and parameters are set using the Trunk Configuration window. The att

Chapter 12: Trunk Configuration138 MaxCS 7.5 Administration ManualOpening the Trunk Configuration WindowTo open the general Trunk Configuration windo

Selecting Trunks to Set AttributesMaxCS 7.5 Administration Manual 139Selecting Trunks to Set AttributesThe title bar of the Trunk Configuration window

Chapter 12: Trunk Configuration140 MaxCS 7.5 Administration Manual• Area Code – The local area code for each trunk. Enter a three-digit area code. If

Setting General Trunk AttributesMaxCS 7.5 Administration Manual 141• Overlap – Transmitting dialed DTMF digits to the CO without buffering digits in t

Chapter 12: Trunk Configuration142 MaxCS 7.5 Administration Manual• Business Hour Profile – A business hour profile can be assigned to a trunk. The l

SIP Trunk PropertiesMaxCS 7.5 Administration Manual 143If you have SIP-based IP dial tone service from an Internet Telephony Service Provider (ITSP),

xiv MaxCS 7.5 Administration Manual

Chapter 12: Trunk Configuration144 MaxCS 7.5 Administration ManualFigure 88. SIP Trunk Configuration dialog box and Edit boxTo edit a line, click th

SIP Trunk PropertiesMaxCS 7.5 Administration Manual 145Once the MaxCS server has been set up, SIP trunks will try to register to the SIP servers first

Chapter 12: Trunk Configuration146 MaxCS 7.5 Administration Manual• Number of Retries – If MaxCS receives no 200 (OK) response, the number of times a

Triton T1/E1 Trunk PropertiesMaxCS 7.5 Administration Manual 147Triton T1/E1 Trunk PropertiesTo open a configuration dialog box for a Triton T1/E1 cha

Chapter 12: Trunk Configuration148 MaxCS 7.5 Administration ManualFollowing are the parameters for the Triton T1 Configuration dialog box.Parameter D

Triton Analog Trunk GS/LS PropertiesMaxCS 7.5 Administration Manual 149Figure 92. Incoming call sequence parametersCaller ID and DID Incoming Sequenc

Chapter 12: Trunk Configuration150 MaxCS 7.5 Administration ManualFigure 94. Triton Analog Trunk GS/LS Properties window Note that you can use Apply

Triton Analog Trunk GS/LS PropertiesMaxCS 7.5 Administration Manual 151Match Result buttonShows the result obtained the last time the Match Impedance

Chapter 12: Trunk Configuration152 MaxCS 7.5 Administration ManualPerforming Impedance Match on Your OwnFor each individual analog trunk that is conn

Triton Analog Trunk GS/LS PropertiesMaxCS 7.5 Administration Manual 153If the Hybrid Echo Return Loss and Noise Level are not within the acceptable ra

MaxCS 7.5 Administration Manual 1About This DocumentationThis manual is designed for AltiGen Partners, administrators, and technicians who are respo

Chapter 12: Trunk Configuration154 MaxCS 7.5 Administration ManualIf You Need to Improve the Rx LevelIf the Rx Level measurement is between -6 to -9

Triton Analog Trunk GS/LS PropertiesMaxCS 7.5 Administration Manual 1554. Select a trunk as a testing reference – an analog trunk with a specific phon

Chapter 12: Trunk Configuration156 MaxCS 7.5 Administration ManualIf the reading is worse than -18 dB, you should contact your CO to adjust the line

Outgoing Call BlockingMaxCS 7.5 Administration Manual 157• Non WorkdaysWithin each of these three time slots, you have the following routing options f

Chapter 12: Trunk Configuration158 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 159C HAPTER 13In Call Routing ConfigurationIn Call Routing rules determine how the system routes incoming trunk calls

Chapter 13: In Call Routing Configuration160 MaxCS 7.5 Administration ManualFigure 102. In Call Routing window, Caller ID Routing tabAdding and Dele

DNIS RoutingMaxCS 7.5 Administration Manual 161• Route to a particular auto attendant selected in the list• Route to the operator• Reject callAlso, yo

Chapter 13: In Call Routing Configuration162 MaxCS 7.5 Administration ManualFigure 103. In Call Routing window, DNIS Routing tabAdding and Deleting

DNIS RoutingMaxCS 7.5 Administration Manual 163Within each of these three time slots, you have the following routing options for incoming calls:• Rout

2 MaxCS 7.5 Administration Manual

Chapter 13: In Call Routing Configuration164 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 165C HAPTER 14Out Call Routing ConfigurationThere are two ways to initiate outbound dialing in an AltiGen PBX: • Using

Chapter 14: Out Call Routing Configuration166 MaxCS 7.5 Administration Manual1. Before you configure Out Call Routing, make sure a route access code

Configuring Out Call RoutingMaxCS 7.5 Administration Manual 167Figure 104. Out Call Routing Configuration, Route Definition tabParameter DescriptionR

Chapter 14: Out Call Routing Configuration168 MaxCS 7.5 Administration Manual3. To add trunks to the route, select trunks from the Not Member list an

Configuring Out Call RoutingMaxCS 7.5 Administration Manual 169About Dialing PatternsIf your system is using a route access code, most likely you have

Chapter 14: Out Call Routing Configuration170 MaxCS 7.5 Administration ManualDeleting Dialing PatternsSelect the pattern you want to delete, and clic

Configuration Example – Solving 10-digit DialingMaxCS 7.5 Administration Manual 1712. Apply the route to Default Routes.3. On the Dialing Pattern tab,

Chapter 14: Out Call Routing Configuration172 MaxCS 7.5 Administration ManualResolving Dialing Delay: Non-USA/Canada CountriesWhen installing the Alt

Resolving Dialing Delay: Non-USA/Canada CountriesMaxCS 7.5 Administration Manual 1733. On the Dialing Pattern tab of the Out Call Routing Configuratio

MaxCS 7.5 Administration Manual 3C HAPTER 1New FeaturesThis section describes features that have been added or enhanced since MAXCS Release 6.0.Enhanc

Chapter 14: Out Call Routing Configuration174 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 175C HAPTER 15Extension ConfigurationThe Extension Configuration window provides for creating extensions and setting t

Chapter 15: Extension Configuration176 MaxCS 7.5 Administration ManualThere are three types of extensions: • Physical Extensions are associated with

Setting up ExtensionsMaxCS 7.5 Administration Manual 177These are the benefits of making an extension a Global extension in a multi-site installation:

Chapter 15: Extension Configuration178 MaxCS 7.5 Administration Manual• Department – In an Enterprise VoIP domain, departments can be defined and ext

Setting up ExtensionsMaxCS 7.5 Administration Manual 179Account CodeThese settings determine how callers use any account codes you have established wh

Chapter 15: Extension Configuration180 MaxCS 7.5 Administration ManualRecording Options for Non-Workgroup Calls• Disable – No recording of non-workgr

Setting up ExtensionsMaxCS 7.5 Administration Manual 181Physical Location and TypeYou can change the extension’s type and location.Figure 111. Extens

Chapter 15: Extension Configuration182 MaxCS 7.5 Administration ManualFigure 112. Triton Analog Station Line Properties dialog boxConfigure the foll

Setting up ExtensionsMaxCS 7.5 Administration Manual 183IP Extension ConfigurationSee “Setting Up IP Extensions” on page 203 for information on config

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

Chapter 1: New Features4 MaxCS 7.5 Administration ManualCodec EnhancementsCodec enhancements include the following (see Chapter 26, Enterprise VoIP N

Chapter 15: Extension Configuration184 MaxCS 7.5 Administration Manual• If Name Line is set to Caller Number, it will display the caller number. If t

Adding or Removing Group AssignmentsMaxCS 7.5 Administration Manual 185Adding or Removing Group AssignmentsYou can assign an extension to a hunt group

Chapter 15: Extension Configuration186 MaxCS 7.5 Administration ManualLogging Outbound Workgroup CallsYou can assign an agent to an outgoing workgrou

Setting Mailbox OptionsMaxCS 7.5 Administration Manual 187Editing Speed Dial EntriesTo add or edit an entry,1. Double-click the Station Speed ID numbe

Chapter 15: Extension Configuration188 MaxCS 7.5 Administration ManualFigure 117. Extension Configuration, Mail Management tabSetting an Information

Setting Mailbox OptionsMaxCS 7.5 Administration Manual 189Mail Forwarding Options• Enable Mail Forwarding – selected, the user’s e-mail will be forwar

Chapter 15: Extension Configuration190 MaxCS 7.5 Administration ManualSetting Message Notification OptionsThe Notification tab of Extension Configura

Setting Message Notification OptionsMaxCS 7.5 Administration Manual 191Note: Message notification can also be set in MaxCommunicator and MaxAgent, and

Chapter 15: Extension Configuration192 MaxCS 7.5 Administration ManualWhere Security Alerts Are LoggedSecurity alerts are logged to ...\AltiServ\Log\

Configuring Calling RestrictionsMaxCS 7.5 Administration Manual 193• Seconds after Dialing – If the carrier of the outside phone number cannot provide

Enhancements Included in Release 7.0 Update 1MaxCS 7.5 Administration Manual 5Client EnhancementsClient Enhancements include the following features:•

Chapter 15: Extension Configuration194 MaxCS 7.5 Administration ManualFigure 119. Extension Configuration, Restriction tabNote: You can use Apply to

Setting Answering OptionsMaxCS 7.5 Administration Manual 195• Allow Calls to be Transferred or Conferenced to an Outside Number – when checked, the in

Chapter 15: Extension Configuration196 MaxCS 7.5 Administration ManualForwarding All CallsCall Forwarding is available to all types of extensions.Thi

Setting Answering OptionsMaxCS 7.5 Administration Manual 197For a trunk call, the wait time starts right after the digits are dialed (even while the t

Chapter 15: Extension Configuration198 MaxCS 7.5 Administration ManualTo enable these options, check the Enable No Answer Handling check box.Use the

Configuring One Number AccessMaxCS 7.5 Administration Manual 199Figure 122. Extension Configuration, One Number Access tabOne Number Access OptionsIn

Chapter 15: Extension Configuration200 MaxCS 7.5 Administration ManualSetting Caller ID VerificationYou can check the Verify Caller ID based on the f

Setting Up Monitor ListsMaxCS 7.5 Administration Manual 201• If you add an extension (1001, for example) that belongs to Workgroup A to the Monitor Li

Chapter 15: Extension Configuration202 MaxCS 7.5 Administration ManualIf they do not add the remote extensions to their Monitoring list, they will st

MaxCS 7.5 Administration Manual 203C HAPTER 16Setting Up IP ExtensionsIP phones communicate with the system using SIP protocol to establish the signal

Chapter 1: New Features6 MaxCS 7.5 Administration Manual• Will call the appropriate local PSAP, based upon the phone's physical location.• Will

Chapter 16: Setting Up IP Extensions204 MaxCS 7.5 Administration ManualFigure 125. Signaling and media channel between two IP phonesSignaling Channe

Media ChannelsMaxCS 7.5 Administration Manual 205• SIP Extension Channel – Establishes a logical channel relationship with other analog and MobileExt

Chapter 16: Setting Up IP Extensions206 MaxCS 7.5 Administration Manual• Configure Codec Profile – Creating a profile for each codec type, jitter buf

Setting an IP ExtensionMaxCS 7.5 Administration Manual 207• Monitor Codec Usage – Viewing codec usage status.Setting an IP ExtensionTo make an extensi

Chapter 16: Setting Up IP Extensions208 MaxCS 7.5 Administration Manual• Home Media Server ID – This configuration is meaningful for a gateway Softsw

Setting an IP ExtensionMaxCS 7.5 Administration Manual 209When an IP phone registers to an IP extension, the system will check the IP address to deter

Chapter 16: Setting Up IP Extensions210 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 211C HAPTER 17IP Phone ConfigurationThis chapter discusses both AltiGen IP phones and Polycom IP phones. For instructi

This panel applies to both AltiGen and Polycom IP phonesThis panel applies only to AltiGen IP phonesChapter 17: IP Phone Configuration212 MaxCS 7.5 A

Configuring the AltiGen IP PhoneMaxCS 7.5 Administration Manual 213General IP Phone ParametersThe fields in the right part of the window apply to both

Enhancements Included in Release 7.0MaxCS 7.5 Administration Manual 7• Block Unauthorized SIP Invite Requests - MaxCS 7.0 Update 1 includes a filter t

Chapter 17: IP Phone Configuration214 MaxCS 7.5 Administration ManualConfiguring Programmable Keys and Workgroup StatusAfter setting parameters on th

Configuring the AltiGen IP PhoneMaxCS 7.5 Administration Manual 215Figure 127. IP Phone Configuration window, IP 805 tabNote: The Copy From button al

Chapter 17: IP Phone Configuration216 MaxCS 7.5 Administration ManualImportant: The configuration in MaxAdmin will override the IP phone’s local conf

Configuring Auto-Discovery of Server IP AddressMaxCS 7.5 Administration Manual 217that is not configured in the DHCP option 120.Setting Up DHCP Option

Chapter 17: IP Phone Configuration218 MaxCS 7.5 Administration Manual4. Enter the following:Name: AltiGen Server IP AddressData Type: StringCode: 120

Configuring Auto-Discovery of Server IP AddressMaxCS 7.5 Administration Manual 21910. Right-click the scope option 120 and select Activate to activate

Chapter 17: IP Phone Configuration220 MaxCS 7.5 Administration ManualWhen You Have Two AltiGen Servers in the Same NetworkIf there are two AltiGen se

MaxCS 7.5 Administration Manual 221C HAPTER 18Mobile Extension ConfigurationIf your company has employees working at home or servicing customers in th

Chapter 18: Mobile Extension Configuration222 MaxCS 7.5 Administration ManualFigure 129. MobileExtSP board diagram T1, PRI, analog, and SIP trunks c

Configuring the MobileExtSP BoardMaxCS 7.5 Administration Manual 2232. Click the Add/Remove button to add mobile trunks.3. Add trunks to the Mobile-tr

Chapter 1: New Features8 MaxCS 7.5 Administration ManualAltiReport Enhancements• Add Logout Reason description and logout duration to Report 1101 • A

Chapter 18: Mobile Extension Configuration224 MaxCS 7.5 Administration ManualYou need to assign a Group ID to the channels. This Mobile Trunk Group I

Configuring an Extension as a Mobile ExtensionMaxCS 7.5 Administration Manual 2255. Note the logical ID of the MobileExtSP board. You will need it whe

For a mobile phone using MaxMobile Communicator, clear all the Phrase check boxes.Chapter 18: Mobile Extension Configuration226 MaxCS 7.5 Administrat

Configuring an Extension as a Mobile ExtensionMaxCS 7.5 Administration Manual 227dial tone when calling into this specific trunk port. Use the Browse

Chapter 18: Mobile Extension Configuration228 MaxCS 7.5 Administration Manual• Assign an AltiGen MaxMobile license to the extension. To do this, from

MaxCS 7.5 Administration Manual 229C HAPTER 19Hunt Group ConfigurationThe hunt group is a simple call distribution application for operator, call cove

Chapter 19: Hunt Group Configuration230 MaxCS 7.5 Administration ManualFigure 134. Huntgroup Configuration windowOverview of Huntgroup Configuration

Setting Up HuntgroupsMaxCS 7.5 Administration Manual 231Setting Up HuntgroupsSet up new huntgroups in the Huntgroup Configuration window.To add a hunt

Chapter 19: Hunt Group Configuration232 MaxCS 7.5 Administration ManualSetting Call RestrictionsThe call restriction rules on the General tab apply t

Setting Hunt Group Mail ManagementMaxCS 7.5 Administration Manual 233Figure 136. Huntgroup Configuration, Group Member tab3. Select the extension num

Enhancements Included in Release 6.7MaxCS 7.5 Administration Manual 9Enhancements Included in Release 6.7The following features were added in MAXCS AC

Chapter 19: Hunt Group Configuration234 MaxCS 7.5 Administration ManualFigure 137. Huntgroup Configuration, Mail Management tabNote: You can use the

Setting Message Notification OptionsMaxCS 7.5 Administration Manual 235Setting Mailbox Playback OptionsYou can use the following check boxes to turn o

Chapter 19: Hunt Group Configuration236 MaxCS 7.5 Administration ManualFigure 138. Huntgroup Configuration, Notification tabIndividual users can als

Setting Message Notification OptionsMaxCS 7.5 Administration Manual 237• Phone/Pager – For the Phone and Pager options, first specify the trunk or rou

Chapter 19: Hunt Group Configuration238 MaxCS 7.5 Administration Manual• Seconds after Answered – If the answer supervision signal is provided by the

Setting Call Handling OptionsMaxCS 7.5 Administration Manual 239Handling Busy CallsYou have several options for handling calls while the agents in a h

Chapter 19: Hunt Group Configuration240 MaxCS 7.5 Administration Manual• Group – Take the call out of hunt group and forward it to another group.• Gr

About Fax-over-IP Hunt GroupsMaxCS 7.5 Administration Manual 241Figure 140. Huntgroup Configuration, Queue Management tabThe default audio peripheral

Chapter 19: Hunt Group Configuration242 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 243C HAPTER 20Paging Group ConfigurationThe IP paging group is a group of IP phones that can receive station paging. T

Chapter 1: New Features10 MaxCS 7.5 Administration ManualThe AltiGen Custom Phrase Manager is a Windows-based application that makes managing custom

Chapter 20: Paging Group Configuration244 MaxCS 7.5 Administration ManualTo configure paging, select PBX > Paging Group Configuration. Figure 141.

Adding Members to a Paging GroupMaxCS 7.5 Administration Manual 245Adding Members to a Paging Group1. On the Group Member tab of the Paging Group Conf

Chapter 20: Paging Group Configuration246 MaxCS 7.5 Administration Manual• In order to add an extension to a Polycom Paging Group, the extension must

Polycom Paging GroupsMaxCS 7.5 Administration Manual 247 Figure 145. Enter information for the new Polycom paging group7. To add extensions to Polyco

Chapter 20: Paging Group Configuration248 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 249C HAPTER 21Line Park ConfigurationThe Line Park feature is a kind of call park method. The main differences between

Chapter 21: Line Park Configuration250 MaxCS 7.5 Administration ManualConfiguring Line ParkTo configure line park, select PBX > Line Park Configur

The name of the selected group appears hereConfiguring Line ParkMaxCS 7.5 Administration Manual 251Figure 147. Configuring a Line Park group’s member

Chapter 21: Line Park Configuration252 MaxCS 7.5 Administration Manual• Allow #51 to pick up – when this check box is checked, it allows a user to pi

MaxCS 7.5 Administration Manual 253C HAPTER 22Workgroup ConfigurationThe workgroup is an automatic call distribution (ACD) feature designed to enhance

Enhancements Included in Release 6.5MaxCS 7.5 Administration Manual 11License changes• MaxCall seat and session licenses addedEnhancements Included in

Chapter 22: Workgroup Configuration254 MaxCS 7.5 Administration Manual• General – Create workgroup pilot numbers, group descriptions, service level t

Setting Up WorkgroupsMaxCS 7.5 Administration Manual 255• DID Number – Each workgroup can be assigned a DID number. This number does not have a fixed

Chapter 22: Workgroup Configuration256 MaxCS 7.5 Administration ManualFigure 149. Service Level Calculation dialog boxIn the Method Options section,

Setting Up WorkgroupsMaxCS 7.5 Administration Manual 257• Insert Recording Tone – Plays a recording beep to alert the parties that the conversation is

Chapter 22: Workgroup Configuration258 MaxCS 7.5 Administration ManualWith MaxCS systems, the repeating tone is only available if one channels in use

Setting Business HoursMaxCS 7.5 Administration Manual 259Figure 152. Skill Level dialog box5. Click the desired Skill Level Index, then click OK.Agen

Chapter 22: Workgroup Configuration260 MaxCS 7.5 Administration ManualFigure 153. Workgroup Configuration, Business Hours tabSet the business schedu

Skill Based RoutingMaxCS 7.5 Administration Manual 261Skill-based routing can increase customer issue resolution on the first call, lower the abandone

Chapter 22: Workgroup Configuration262 MaxCS 7.5 Administration ManualOperational LimitationWhen configuration Skill based routing, be aware of a kno

Skill Based RoutingMaxCS 7.5 Administration Manual 263• Equal or Higher than SKLR of Incoming CallAny agent whose skill number is equal to or higher t

Chapter 1: New Features12 MaxCS 7.5 Administration Manual• MeetMe conference enhancementsSupports 120 MeetMe conference members in one bridge when us

Chapter 22: Workgroup Configuration264 MaxCS 7.5 Administration ManualExample 2: Coverage rule is Equal or Higher and Enable SKLR Escalation is check

Setting Workgroup Mail ManagementMaxCS 7.5 Administration Manual 265Figure 156. Workgroup Configuration, Mail Management tabNote: You can use the App

Chapter 22: Workgroup Configuration266 MaxCS 7.5 Administration ManualSetting Mailbox Playback OptionsYou can use the following check boxes to turn o

Setting Message Notification OptionsMaxCS 7.5 Administration Manual 267Figure 157. Workgroup Configuration, Notification tabIndividual users can also

Chapter 22: Workgroup Configuration268 MaxCS 7.5 Administration Manual• Custom App – When used in conjunction with a third-party notification applica

Setting Call Handling OptionsMaxCS 7.5 Administration Manual 269Setting Notification Business HoursYou can choose one of three options for when the ex

Chapter 22: Workgroup Configuration270 MaxCS 7.5 Administration Manual• Group Voice Mail• AA – Forward caller to an auto attendant.• Extension – Forw

Setting Call Handling OptionsMaxCS 7.5 Administration Manual 271Set RNA Agent Auto Logout Check BoxSelect this option to have the system automatically

Chapter 22: Workgroup Configuration272 MaxCS 7.5 Administration Manual• Total Login Time = Cumulative WG login time since midnight• Total Talk Time =

Queue Management – BasicMaxCS 7.5 Administration Manual 273This field is used to calculate the score of each call in a workgroup’s queue. Depending on

Enhancements Included in Release 6.0MaxCS 7.5 Administration Manual 13General• Integration with Exchange 2007 Unified Messaging• New client applicatio

Chapter 22: Workgroup Configuration274 MaxCS 7.5 Administration ManualFigure 159. Workgroup Configuration, Queue Management tab, Basic Queue Control

Queue Management – BasicMaxCS 7.5 Administration Manual 275Expected Wait Time SamplingTo calculate Expected Queue Time, the system needs to take sampl

Chapter 22: Workgroup Configuration276 MaxCS 7.5 Administration ManualNote: Forwarding calls to a pager is possible but not recommended since callers

Queue Management – AdvancedMaxCS 7.5 Administration Manual 277AnnouncementThe Announcement tab allows for configuration of queue announcements.Figure

Chapter 22: Workgroup Configuration278 MaxCS 7.5 Administration ManualFigure 162. Workgroup Configuration, Advanced Queue Management, Menu Selection

Application Extension Queue ControlMaxCS 7.5 Administration Manual 279– Calls in Queue exceed – Can be between 0 and 150. This is the number of calls

Chapter 22: Workgroup Configuration280 MaxCS 7.5 Administration ManualAgent Logout Reason CodesIn a workgroup environment, logout reason codes allow

MaxCall ConfigurationMaxCS 7.5 Administration Manual 281Figure 166. MaxCall Configuration screen• ID – Campaign IDs are assigned sequentially by the

Chapter 22: Workgroup Configuration282 MaxCS 7.5 Administration ManualEditing a Transmitted CID1. Select a campaign and click the Edit button. 2. Mak

MaxCS 7.5 Administration Manual 283C HAPTER 23Using MeetMe Conference MAXCS provides two different types of conference bridges, Station and MeetMe Con

MaxCS 7.5 Administration Manual iContentsABOUT THIS DOCUMENTATION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Related Publications .

Chapter 1: New Features14 MaxCS 7.5 Administration ManualConference Call (Station) - the system supports conference calls with up to 6 parties, inclu

Chapter 23: Using MeetMe Conference284 MaxCS 7.5 Administration ManualSetting the MeetMe Conference ExtensionBefore MeetMe Conference can be used, yo

Working in the MeetMe Conference WindowMaxCS 7.5 Administration Manual 285• Modify or delete a meeting • See meeting ID, subject, scheduler, time, fre

The options in the middle panel change, depending on the schedule you select.Chapter 23: Using MeetMe Conference286 MaxCS 7.5 Administration ManualTh

Creating a MeetingMaxCS 7.5 Administration Manual 287Note: If other scheduled meetings have already reserved resources for the time period, and suffic

Chapter 23: Using MeetMe Conference288 MaxCS 7.5 Administration ManualMonthly MeetingIf you select Monthly from the Frequency list, these are your op

Modifying the E-mail TemplateMaxCS 7.5 Administration Manual 289In the Invitation window, you can then click the button to open Microsoft Outlook. Th

Chapter 23: Using MeetMe Conference290 MaxCS 7.5 Administration ManualWhat the MeetMe Conference Host Can DoIn addition to starting and stopping a me

MaxCS 7.5 Administration Manual 291C HAPTER 24Location-Based E911 (for Roaming Users)This feature is designed for roaming users who log into various I

Chapter 24: Location-Based E911 (for Roaming Users)292 MaxCS 7.5 Administration ManualDesigning E911 Location IDs for Your OrganizationAdministrators

E911 HierarchyMaxCS 7.5 Administration Manual 293If an IP phone does not have the correct firmware version, then you cannot configure an E911 Location

Enhancements Included in Release 6.0MaxCS 7.5 Administration Manual 15is busy, the next extension is hunted until a free extension is found. If all ex

Chapter 24: Location-Based E911 (for Roaming Users)294 MaxCS 7.5 Administration ManualFigure 167. The Location Based E911 Configuration panelThe fol

Requiring a Password to Change E911 Location IDMaxCS 7.5 Administration Manual 295Figure 168. The Call Back Expiration fieldWhen Enable Callback is c

Chapter 24: Location-Based E911 (for Roaming Users)296 MaxCS 7.5 Administration ManualFigure 170. Enable password protection for E911 entry3. Once y

Assigning E911 Locations on AltiGen IP PhonesMaxCS 7.5 Administration Manual 2974. To change the E911 Location ID for an IP phone, select the entry an

Chapter 24: Location-Based E911 (for Roaming Users)298 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 299C HAPTER 25Network Configuration Guidelines for VoIPReal-time applications such as voice communications require a n

Chapter 25: Network Configuration Guidelines for VoIP300 MaxCS 7.5 Administration ManualEthernet II Framing HeaderThe Ethernet II framing header is d

Virtual LANsMaxCS 7.5 Administration Manual 301Once the 802.1p property is enabled, the operating system should notify the NetFilter driver whether th

Chapter 25: Network Configuration Guidelines for VoIP302 MaxCS 7.5 Administration ManualEnabling VLANVLAN can be enabled and configured in the AltiGe

Network Using NATMaxCS 7.5 Administration Manual 303Network Using NATYou are probably using NAT if both of the following conditions apply:• Your MAXCS

Chapter 1: New Features16 MaxCS 7.5 Administration Manualgroup agents or the person who parked the call can pick it up.Single Call Waiting - allows u

Chapter 25: Network Configuration Guidelines for VoIP304 MaxCS 7.5 Administration ManualPrivate Network Configuration Example(MAXCS with private IP a

Configuration Guidelines for NATMaxCS 7.5 Administration Manual 305• Router 2 – No special configuration is needed for Router 2. Also, more than one A

Chapter 25: Network Configuration Guidelines for VoIP306 MaxCS 7.5 Administration ManualWhen configuring the remote IP phones – IP Phone 3, IP Phone

MaxCS 7.5 Administration Manual 307C HAPTER 26Enterprise VoIP Network ManagementNote: With MAXCS Private Cloud systems, Enterprise Manager’s domain-re

Understanding VoIP Bandwidth Requirements308 MaxCS 7.5 Administration ManualUnderstanding VoIP Bandwidth RequirementsBefore starting VoIP related con

Opening Enterprise ManagerMaxCS 7.5 Administration Manual 309• For multisite VoIP domain management, from the Windows Start menu, select All Programs

Overview of Enterprise Manager310 MaxCS 7.5 Administration ManualOverview of Enterprise ManagerAfter you log in, the Enterprise Manager window opens.

Setting VoIP Codec ProfilesMaxCS 7.5 Administration Manual 311Tabs Displayed with the Servers Button• Information tab displays information about the s

Setting VoIP Codec Profiles312 MaxCS 7.5 Administration Manual Figure 178. The IP Codec sub-tab showing devices and their assigned codecsTo open a w

Setting VoIP Codec ProfilesMaxCS 7.5 Administration Manual 313Codec There are several options: • G.711 Mu-Law• G.723.1• G.729• G.722 (supported on Sof

Enhancements Included in Release 6.0MaxCS 7.5 Administration Manual 17the agent finishes an outbound call or other non-workgroup call activity. Login/

Setting VoIP Codec Profiles314 MaxCS 7.5 Administration ManualSIP Transport There are several SIP Transport options. Note that security options TLS a

Setting Codec PriorityMaxCS 7.5 Administration Manual 315Click Advanced to access additional advanced parameters. Figure 180. The Advanced Codec Prof

About the G.722 Codec316 MaxCS 7.5 Administration ManualCodec NegotiationThe logic for negotiating codec capabilities varies for various types of con

Assigning Codec Profiles to IP AddressesMaxCS 7.5 Administration Manual 317The G.722 codec is supported in HMCP media servers only. AltiGen's tel

Managing IP Networks318 MaxCS 7.5 Administration Manual Figure 185. The IP Codec sub-tabBy default, all private addresses are set to G.711 codec onl

Managing IP NetworksMaxCS 7.5 Administration Manual 319The tab allows you to specify the following limits:• Bandwidth for VoIP sessions in the Public

Managing IP Networks320 MaxCS 7.5 Administration Manual• All undefined IP addresses fall into the Public Pipe range and are subject to bandwidth cont

Managing IP NetworksMaxCS 7.5 Administration Manual 321G.723 – 24 kbpsG.729 – 30 kbps• It is recommended that you use 20 ms frame size for G.711, G.72

Do not checkDefining the IP Dialing Table322 MaxCS 7.5 Administration Manual Figure 189. The NAT Support optionsEnter the Public IP address of the r

Defining the IP Dialing TableMaxCS 7.5 Administration Manual 323 Figure 190. IP Dialing Table tab in Enterprise ManagerThe left side of the window di

Chapter 1: New Features18 MaxCS 7.5 Administration ManualCalls in queue exceed defined limitLongest queue time exceeds defined limitSpecified percent

The Multi-site VoIP Domain324 MaxCS 7.5 Administration ManualThe Multi-site VoIP DomainNote: This feature is not applicable to the MaxCS Private Clou

The Multi-site VoIP DomainMaxCS 7.5 Administration Manual 325Creating a Multi-site VoIP DomainTo create a multi-site VoIP domain and designate a syste

The Multi-site VoIP Domain326 MaxCS 7.5 Administration Manual 5. Enter the IP address of this system. If this system has multiple IP addresses, enter

Working with Servers in the DomainMaxCS 7.5 Administration Manual 327 6. Click Apply, then click Close.Repeat these steps for each server you want to

Working with Servers in the Domain328 MaxCS 7.5 Administration ManualCaution! The Server ID Length can be changed. However, if this number is changed

Working with Servers in the DomainMaxCS 7.5 Administration Manual 329 In the event that you need to shut down the Domain Master for a period of time,

Working with Servers in the Domain330 MaxCS 7.5 Administration Manual5. Input the address and member key, and click OK.Setting an Alternate Server fo

Managing Domain UsersMaxCS 7.5 Administration Manual 3313. Configure the NAT address.4. In the IP Network panel, configure the IP range of the local n

Managing Domain Users332 MaxCS 7.5 Administration Manual Figure 191. The User sub-tabWhen a global extension is added to a member system, this exten

Managing Domain UsersMaxCS 7.5 Administration Manual 333The Scope of an Extension in the VoIP DomainWhen an extension is added to a system in MaxAdmin

Enhancements Included in Release 6.0MaxCS 7.5 Administration Manual 19Set Skill Level Requirement - allows the administrator to assign a skill level r

ExtSystem A(Domain Master)System B System C100 Global Remote Remote200 Remote Global Remote300 Remote Remote Global Managing Domain Users334 MaxCS 7

Managing Domain UsersMaxCS 7.5 Administration Manual 335Note: You must take the voice mail box and extension configuration into consideration when you

Managing Domain Users336 MaxCS 7.5 Administration ManualRelocating a Global Extension for an AltiGen IP PhoneThe administrator can relocate a global

Managing Domain UsersMaxCS 7.5 Administration Manual 337Note: If you do not move the voice mail, the VM files will be deleted and cannot be recovered.

Managing Domain Users338 MaxCS 7.5 Administration ManualRedirecting AltiGen IP Phones When a Server Is DownRelocating a global extension, described i

Configuring Departments in a Multi-site VoIP DomainMaxCS 7.5 Administration Manual 339Configuring Departments in a Multi-site VoIP DomainIn a VoIP dom

Configuring Global Least Cost Routing340 MaxCS 7.5 Administration Manual1. Select a department in the Department list.2. To add non-member extensions

When Information May Be Out of SyncMaxCS 7.5 Administration Manual 341To configure Global Least Cost routing, 1. Click the Global LCR Button. 2. On th

When Information May Be Out of Sync342 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 343C HAPTER 27System Report ManagementMAXCS provides a System Summary report, an IP Cumulative Traffic Statistics repo

Chapter 1: New Features20 MaxCS 7.5 Administration Manualwho left a message, and then return to the Voice Mail System to continue checking the next m

Chapter 27: System Report Management344 MaxCS 7.5 Administration Manual• Trunk Summary – Configured trunks in the system, including trunk location (B

Using SNMPMaxCS 7.5 Administration Manual 345Resetting Cumulative StatisticsYou can reset the IP Cumulative Traffic Statistics by clicking the Reset b

Chapter 27: System Report Management346 MaxCS 7.5 Administration ManualConfigure traps:• Memory usage exceeds – This trap is sent when MAXCS detects

Using SNMPMaxCS 7.5 Administration Manual 347• Softswitch up (specific trap). When AltiServ.exe starts to respond to the keep alive packets sent by th

Chapter 27: System Report Management348 MaxCS 7.5 Administration Manual• Out of licenses traps (Station Session, ACM Agent Seat [work as session], Re

MaxCS 7.5 Administration Manual 349C HAPTER 28Microsoft Exchange IntegrationThis chapter provides step-by-step instructions for configuring Microsoft

Chapter 28: Microsoft Exchange Integration350 MaxCS 7.5 Administration Manual• One Windows server for MAXCS, loaded with:– Windows Server or Windows

Exchange Integration Configuration StepsMaxCS 7.5 Administration Manual 351a. Create a new domain user account, and add it to the Domain Admin group v

Chapter 28: Microsoft Exchange Integration352 MaxCS 7.5 Administration ManualFigure 197. Adding Exchange Integration licenses in MAXCS2. In the Exc

Select the Exchange Integration mode you are going to use.Enter the NAME (not the IP address) of the Exchange ServerExchange Integration Configuration

Enhancements Included in Release 6.0MaxCS 7.5 Administration Manual 21Feature Profiles - allows administrators control over user access to system feat

Chapter 28: Microsoft Exchange Integration354 MaxCS 7.5 Administration Manualthe E-mail Name field contains alphanumeric characters only and does no

Extra Steps for Bridged Access and Native VM IntegrationMaxCS 7.5 Administration Manual 355Figure 203. A Default UM Mailbox Policy is created when yo

Chapter 28: Microsoft Exchange Integration356 MaxCS 7.5 Administration ManualFigure 205. The name of our example gateway is “LeslieXia” and the nam

Extra Steps for Bridged Access and Native VM IntegrationMaxCS 7.5 Administration Manual 357Figure 206. We added our new dial plan, named “LeslieXiaSS

Chapter 28: Microsoft Exchange Integration358 MaxCS 7.5 Administration ManualFigure 207. Here, Leslie Xia is an individual IP phone user with a mai

Configuring for Out Calling from UMMaxCS 7.5 Administration Manual 359Configuring for Out Calling from UMThis section shows how to enable extensions i

Chapter 28: Microsoft Exchange Integration360 MaxCS 7.5 Administration ManualFigure 210. Setting the Dial CodeOutgoing Configuration• Outside line

Configuring for Out Calling from UMMaxCS 7.5 Administration Manual 3613. On the Dialing Rule Groups tab, add dial rules for in-country/region and inte

Chapter 28: Microsoft Exchange Integration362 MaxCS 7.5 Administration ManualFigure 212. Creating a dialing ruleFor example, if the business number

Configuring for Out Calling from UMMaxCS 7.5 Administration Manual 363Configuring MaxAdministratorComplete the configuration in MaxAdministrator.1. Go

Chapter 1: New Features22 MaxCS 7.5 Administration ManualH.323 Tie-Trunk Support - Ensures backward compatibility to systems using AltiGen’s AltiWare

Chapter 28: Microsoft Exchange Integration364 MaxCS 7.5 Administration Manual6. Click the Add button in the IP Device Range panel. 7. Select the cod

Testing for SynchronizationMaxCS 7.5 Administration Manual 365Troubleshooting TipsTo Check the profile for the service account1. Log on to the MAXCS s

Chapter 28: Microsoft Exchange Integration366 MaxCS 7.5 Administration ManualTo avoid “Access Deny” error while sending messagesIf you have applied

MaxCS 7.5 Administration Manual 367C HAPTER 29Fax-over-IP Configuration This section describes how to configure MAXCS for Fax-over-IP (FoIP). Release

Chapter 29: Fax-over-IP Configuration368 MaxCS 7.5 Administration ManualOverviewMAXCS supports T.38 pass-through, which is a protocol for real-time f

OverviewMaxCS 7.5 Administration Manual 369Figure 216. Example of sending faxes from internal fax devices to external fax machinesA third scenario il

Chapter 29: Fax-over-IP Configuration370 MaxCS 7.5 Administration ManualConfigure an IP Extension for FoIPTo configure an IP extension to support FoI

Create a SIP Trunk for Fax RoutingMaxCS 7.5 Administration Manual 371Create a SIP Trunk for Fax RoutingYou can allow voice and fax calls to run on the

Chapter 29: Fax-over-IP Configuration372 MaxCS 7.5 Administration Manual1. Log into the MAXCS Cloud Services portal and retrieve the Fax details on t

Configure Gateway DevicesMaxCS 7.5 Administration Manual 373Configure Gateway DevicesMAXCS works with several gateways, including the following device

Enhancements Included in Release 6.0MaxCS 7.5 Administration Manual 23update notice from Enterprise Manager to change the routing destination. Global

Chapter 29: Fax-over-IP Configuration374 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 375C HAPTER 30Tools and ApplicationsMAXCS comes with the following tools and applications for testing, diagnosing and

Chapter 30: Tools and Applications376 MaxCS 7.5 Administration ManualCT-Bus Test ToolThe CT-Bus Test Tool is a tool that detects one-way connection,

Backup and Restore UtilityMaxCS 7.5 Administration Manual 3771. Select the Backup icon.Figure 222. Backup Configuration dialog box2. In the Component

Chapter 30: Tools and Applications378 MaxCS 7.5 Administration Manual• Under Backup Selection, select the file components you want to back up: Config

Number of Admin connectionsInformation on the selected extensionAutomatically refreshes the displaySecurity characteristics to checkMAXCS Admin &

Chapter 30: Tools and Applications380 MaxCS 7.5 Administration ManualTo check extension security,1. Select the security characteristics you want to c

Trace CollectorMaxCS 7.5 Administration Manual 381Trace CollectorThe Trace Collector collects trace for diagnostic purposes, and lets you upload the r

Chapter 30: Tools and Applications382 MaxCS 7.5 Administration ManualTrace Category – By default, all options are selected. • Main MAXCS Trace (\Alti

Network Log for AltiGen IP PhonesMaxCS 7.5 Administration Manual 383Change Storage Folder – Opens a folder browser window to select another storage fo

ii MaxCS 7.5 Administration ManualAssigning Seat-Based Client Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Stopping the Alti

Chapter 1: New Features24 MaxCS 7.5 Administration ManualReal-time queue status Real-time workgroup resource statusDaily operation resultsTrends of d

Chapter 30: Tools and Applications384 MaxCS 7.5 Administration ManualFigure 226. AltiGen Network LogVoice File ConverterThis tool converts phrase, g

You can sort by clicking a column headRead ConfigMaxCS 7.5 Administration Manual 385To use the Voice File Converter,1. Beside the From field, click th

Open previous ReadOE fileCreate new ReadOE fileOutput all configuration to this folderOutput configuration to altigen_rc.datClick View to see your lat

Exporting and Importing ExtensionsMaxCS 7.5 Administration Manual 387Workgroups and hunt groups are listed on the left side of the window, member agen

Chapter 30: Tools and Applications388 MaxCS 7.5 Administration Manual3. In the Import Extensions dialog box, click the Explore button to select a .cs

Exporting and Importing ExtensionsMaxCS 7.5 Administration Manual 389The name of the text file is the same as the .csv file, except that the file exte

Chapter 30: Tools and Applications390 MaxCS 7.5 Administration Manual9. Respond to the question in the dialog box. If you decide to overwrite the ext

AltiGen Custom Phrase ManagerMaxCS 7.5 Administration Manual 391Editing a .csv FileIf you edit a .csv file,• All fields must be separated by a ",

Chapter 30: Tools and Applications392 MaxCS 7.5 Administration Manual• The list at the top left displays all the directories of custom phrases under

AltiGen Custom Phrase ManagerMaxCS 7.5 Administration Manual 3934. Click Start Recording.5. When finished recording, press # on the phone and follow t

MaxCS 7.5 Administration Manual 25C HAPTER 2 2System Requirements and InstallationThis release of MaxCS 7.5 supports Softswitch, Private Cloud, and h

Chapter 30: Tools and Applications394 MaxCS 7.5 Administration Manual3. To delete the phrase, click Yes. The phrase is deleted from the directory and

HMCP Certification Test ToolMaxCS 7.5 Administration Manual 39510. The server must be restarted; click Yes.Figure 228. The HMCP Certification toolTo

Chapter 30: Tools and Applications396 MaxCS 7.5 Administration ManualFigure 229. Sample results of the HMCP Certification tool analysis4. Click OK t

MaxCS 7.5 Administration Manual 397A PPENDIXAE1-R2 and E1 ISDN PRI InstallationsThis section describes the configuration procedures necessary to imple

Appendix A: E1-R2 and E1 ISDN PRI Installations398 MaxCS 7.5 Administration ManualFigure 231. Physical LayerConsult your CO for “Frame Type,” “Line

MaxCS 7.5 Administration Manual 399Figure 233. Signaling Layer6. In the E1 Channel Configuration dialog box, configure the following fields:• Set Cal

Appendix A: E1-R2 and E1 ISDN PRI Installations400 MaxCS 7.5 Administration ManualSignaling Values, By CountryTable 1. Signaling values, by countryC

MaxCS 7.5 Administration Manual 401Colombia MFC-R2Set calling part category: 2[Assume no caller ID provided]: Incoming sequence: DID/DNISIn-call signa

Appendix A: E1-R2 and E1 ISDN PRI Installations402 MaxCS 7.5 Administration ManualEcuador MFC-LMESet calling part category: 2[The switch doesn't

MaxCS 7.5 Administration Manual 403Panamá / Nacional MFC-R2Set calling part category: 1[Assume no caller ID provided]: Incoming sequence: DID/DNISIn-c

Chapter 2: System Requirements and Installation26 MaxCS 7.5 Administration ManualNote: To read online Help pages, the system must be running Internet

Appendix A: E1-R2 and E1 ISDN PRI Installations404 MaxCS 7.5 Administration ManualChina MFC-R2Set calling part category: 3[Assume no caller ID provid

MaxCS 7.5 Administration Manual 405Ecuador MFC-R2Set calling part category: 1[Assume no caller ID provided]: Incoming sequence: DID/DNISIn-call signal

Appendix A: E1-R2 and E1 ISDN PRI Installations406 MaxCS 7.5 Administration ManualMexico / Teléfonos de MexicoSet calling part category: 2[Assume no

MaxCS 7.5 Administration Manual 407E1 ISDN PRI InstallationThis section describes the configuration procedures necessary to implement E1 ISDN PRI sign

Appendix A: E1-R2 and E1 ISDN PRI Installations408 MaxCS 7.5 Administration ManualFigure 234. Physical LayerConsult your CO for “Frame Type,” “Line

MaxCS 7.5 Administration Manual 409Protocol/B Channel Maintenance Message Settings, By CountryTable 2. Protocol & B Channel Maintenance Message S

Appendix A: E1-R2 and E1 ISDN PRI Installations410 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 411A PPENDIXBRequired Service Parameters This section identifies the recommended and supported parameters for T1, PRI,

Appendix B: Required Service Parameters412 MaxCS 7.5 Administration ManualDNIS, Caller ID:• DTMF (Dual Tone Multi-Frequency)Physical Termination:• RJ

MaxCS 7.5 Administration Manual 413Technical Information for PRI with VoiceSwitch Type:• 5ESS (recommended) • DMS (recommended) • NI-2 (recommended) •

Minimum System RequirementsMaxCS 7.5 Administration Manual 27Notes• The installation program will install JAVA JRE 1.8 automatically.• Installation re

Appendix B: Required Service Parameters414 MaxCS 7.5 Administration ManualTechnical Information for E1 with VoiceSwitch Type:• Austel TS014• ETSI NET

MaxCS 7.5 Administration Manual 415A PPENDIXCNetwork PortsIf MAXCS is installed behind a firewall/NAT router, you must open TCP and UDP ports accordin

Appendix C: Network Ports416 MaxCS 7.5 Administration ManualFor a multi-chassis system, you need to enter multiple ranges:Gateway ID = 0 X0 = BasePor

MAXCS connects the following application through a firewall TCP UDPExternal CDR Logger Service 10027Remote IP Phones Behind NATMaxCS 7.5 Administratio

Appendix C: Network Ports418 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 419A PPENDIXDTechnical Support & Product Repair ServicesThis section describes:• AltiGen technical support policy

Appendix D: Technical Support and Product Repair Services420 MaxCS 7.5 Administration Manual• A brief description of the problem and the procedure to

MaxCS 7.5 Administration Manual 421A PPENDIXETroubleshootingThis section describes some common problems you may encounter, and provides steps you can

Appendix E: Troubleshooting422 MaxCS 7.5 Administration Manual1. Check network connectivity using “ping.”2. Check network firewall settings. See “Net

MaxCS 7.5 Administration Manual 423IndexSymbols#12, enabling, for language set-ting 95#27 to relocate global extension 337Numerics10 digit dialing a

MaxOutlook RequirementsOperating Systems• Windows 8.1 (64-bit)• Windows 7 SP1 (32-bit or 64-bit)3rd Party Software• Outlook 2007, 2010, or 2013 (32-bi

424 MaxCS 7.5 Administration Manualcall recordingconfiguring system-wide 100extension based recording 100file name description 99multiple gateways 1

MaxCS 7.5 Administration Manual 425e-mail, setting notification 190emergency dial notification 191emergency numbers 61en-bloc dialing 141, 324Enterp

426 MaxCS 7.5 Administration ManualE1 ISDN PRI 407E1 R2 CAS 397MAXCS, preparation 31installingMaxAdmin 33MAXCS 31installing a Channel Service Unit (

MaxCS 7.5 Administration Manual 427multilingual systemauto attendant 93configuring 92configuring #12 for extension 95configuring DNIS routing 96conf

428 MaxCS 7.5 Administration Manualfor workgroups 256Recording Seat license 180, 256Recording Session license 180, 256recording tone 180, 257redirec

MaxCS 7.5 Administration Manual 429system clock master 117system databackup 376restore 376system hang, test tool 375System menu 36system reports 343

430 MaxCS 7.5 Administration Manualanswer handling 271business hours 259configuration 253configuring basic attributes 254converting to hunt group 38

MaxMobile RequirementsiPhone • iOS6 or iOS7Android• Android Jelly Bean 4.1 and 4.2• Android Gingerbread 2.3SightMax Integration RequirementsOperating

Chapter 2: System Requirements and Installation30 MaxCS 7.5 Administration ManualMAX 4000iG• Dual T1/E1/PRI with 60 IP (G.711 only) resourcesMAX 4000

Preparation for InstallationMaxCS 7.5 Administration Manual 31The following licenses are available for all-in-one (stand alone) systems only:Licenses

Chapter 2: System Requirements and Installation32 MaxCS 7.5 Administration ManualIn addition, please review the detailed steps in the readme file, wh

Installing MaxAdmin on a Network ClientMaxCS 7.5 Administration Manual 33• Softswitch (including VM and Enterprise Manager) – Select this option to in

MaxCS 7.5 Administration Manual iiiGateway Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Configuring

Chapter 2: System Requirements and Installation34 MaxCS 7.5 Administration ManualTo install MaxAdministrator on a client workstation,1. From the MAXC

MaxCS 7.5 Administration Manual 35C HAPTER 3Getting Around MaxAdministratorThis section gives a brief overview of MaxAdministrator (MaxAdmin), the pro

Chapter 3: Getting Around MaxAdministrator36 MaxCS 7.5 Administration ManualThe Main WindowWhen you run MaxAdmin, you’ll see a window similar to the

The Main WindowMaxCS 7.5 Administration Manual 37• View – Lets you show, hide, and set default alignment of the view windows, the toolbar, and the sta

Chapter 3: Getting Around MaxAdministrator38 MaxCS 7.5 Administration ManualStatus BarThe Status Bar at the bottom of the main window displays disk u

...or to open a line properties window specific to the selected extension.Right-click an extension to display its physical location...The View Windows

Chapter 3: Getting Around MaxAdministrator40 MaxCS 7.5 Administration ManualThe radio button to the left of each trunk location is green when the tru

The View WindowsMaxCS 7.5 Administration Manual 41• Not Ready – The number of logged in agents who are in Not Ready state• Busy – The number of logg

Chapter 3: Getting Around MaxAdministrator42 MaxCS 7.5 Administration Manual• Bytes Sent/Received – The total size (in bytes) of all voice packets s

Stopping the AltiGen Switching ServiceMaxCS 7.5 Administration Manual 43 Figure 10. The Client SEAT License windowSelect a license type and then sele

iv MaxCS 7.5 Administration Manual CHAPTER 10Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . 105Application Extensio

Chapter 3: Getting Around MaxAdministrator44 MaxCS 7.5 Administration ManualPrograms Available from the Windows Start MenuSeveral MAXCS programs are

MaxCS 7.5 Administration Manual 45C HAPTER 4System ConfigurationThe System Configuration window is where you can configure the MaxCS 7.5 system-wide s

Chapter 4: System Configuration46 MaxCS 7.5 Administration ManualFigure 12. System Configuration, General tab You can set the following parameters a

Setting a System Number PlanMaxCS 7.5 Administration Manual 47Setting a System Number PlanThe system number plan defines the extension digit length. Y

Chapter 4: System Configuration48 MaxCS 7.5 Administration ManualFigure 13. System Configuration, Number Plan tabUse the Number Plan tab to specify

Setting a System Number PlanMaxCS 7.5 Administration Manual 49DID Number LengthThe number of digits needed to match a DID (Direct Inward Dialing) numb

Chapter 4: System Configuration50 MaxCS 7.5 Administration ManualExtension Dialed Digit TranslatorNote: This feature is intended for, but not limited

Setting Business HoursMaxCS 7.5 Administration Manual 51Setting Business HoursThe Business Hours tab contains group boxes for setting the business hou

Chapter 4: System Configuration52 MaxCS 7.5 Administration ManualFigure 16. System Configuration, Business Hours tabMultiple Business Hours profiles

Routing Calls on HolidaysMaxCS 7.5 Administration Manual 53For each business hour profile, set the business schedule parameters.Parameter DescriptionD

MaxCS 7.5 Administration Manual vIf You Don’t Have the Milli-Watt Test Number . . . . . . . . . . . . . . . . . . . . 154Incoming Call Routing .

Chapter 4: System Configuration54 MaxCS 7.5 Administration ManualMultiple Holiday Profiles can be configured in a system. Each Holiday Profile can in

Configuring System Speed DialingMaxCS 7.5 Administration Manual 55Speed dial settings for individual extensions are set in Extension Configuration. (S

Chapter 4: System Configuration56 MaxCS 7.5 Administration ManualDefining System Call Restrictions The Call Restriction tab contains settings for the

Creating Account CodesMaxCS 7.5 Administration Manual 57Locking Attacked ExtensionsIf a user enters eight consecutive invalid passwords when logging o

Chapter 4: System Configuration58 MaxCS 7.5 Administration ManualFigure 22. System Configuration, Account Code tabAdding and Deleting Account CodesT

Setting up Call ReportsMaxCS 7.5 Administration Manual 59Figure 23. System Configuration, Call Reports tabInternal Database Configuration (Internal L

Chapter 4: System Configuration60 MaxCS 7.5 Administration Manual• AltiGen does not provide any SQL backup and restore utility. We strongly recommend

If your system is not in North America, The Automatic Dialing Plan Rules button is available.Country-Relevant SettingsMaxCS 7.5 Administration Manual

Chapter 4: System Configuration62 MaxCS 7.5 Administration ManualFigure 26. Automatic Dialing Plan Rules dialog boxDefine the Local Plan, Domestic P

Audio Peripheral ConfigurationMaxCS 7.5 Administration Manual 63Figure 27. System Configuration, Audio Peripheral tabConfiguring Music On Hold and Re

vi MaxCS 7.5 Administration ManualSetting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Setting Message

Chapter 4: System Configuration64 MaxCS 7.5 Administration ManualTo replace the default music-on-hold file,1. Back up the default file.2. On the Audi

Feature ProfilesMaxCS 7.5 Administration Manual 65There are a total of nine activity codes; the first six are pre-configured as follows:1 – System Def

Chapter 4: System Configuration66 MaxCS 7.5 Administration ManualFigure 28. System Configuration, Feature Profiles tabThe Feature Profiles configura

Feature ProfilesMaxCS 7.5 Administration Manual 67#38 – Outside Call Blocking#39 – Operator Offline#44 – Overhead Paging *#45 – Overhead Paging by Tru

Chapter 4: System Configuration68 MaxCS 7.5 Administration Manual

MaxCS 7.5 Administration Manual 69C HAPTER 5Media Server and Gateway ManagementThis section is for enterprise deployment using Gateway Softswitch arch

Chapter 5: Media Server and Gateway Management70 MaxCS 7.5 Administration ManualManaging GatewaysYou perform gateway management functions in the Soft

Adding and Attaching a GatewayMaxCS 7.5 Administration Manual 71Adding and Attaching a GatewayCaution! Always try to attach a gateway when call activi

Chapter 5: Media Server and Gateway Management72 MaxCS 7.5 Administration ManualTo add a gateway to the list,1. Click the Add button. 2. Set this gat

Changing Gateway ID and PasswordMaxCS 7.5 Administration Manual 73Changing Gateway ID and PasswordYou can change a gateway’s unique number (01, 02) an

MaxCS 7.5 Administration Manual vii CHAPTER 18Mobile Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . .221MobileExtSP Boar

Chapter 5: Media Server and Gateway Management74 MaxCS 7.5 Administration ManualConfiguring the Applications ServerIn the Softswitch Component Config

MaxCS 7.5 Administration Manual 75C HAPTER 6Voice Mail ConfigurationUse the Voice Mail Configuration window to control the following:• How the system

Chapter 6: Voice Mail Configuration76 MaxCS 7.5 Administration ManualFigure 35. Voice Mail Configuration, Messaging tabSetting Message Notification

Managing MessagesMaxCS 7.5 Administration Manual 77Setting Message Management OptionsSet voice mail message confirmation and warning parameters:Parame

Chapter 6: Voice Mail Configuration78 MaxCS 7.5 Administration ManualBridged Access to Exchange Enable SynchronizationThrough bridged access

Creating Distribution ListsMaxCS 7.5 Administration Manual 79Setting E-mail Messaging Options To use the MAXCS e-mail services, configure the followin

Chapter 6: Voice Mail Configuration80 MaxCS 7.5 Administration ManualDefining a Distribution List1. On the Voice Mail Distribution List tab, select a

MaxCS 7.5 Administration Manual 81C HAPTER 7Auto Attendant ConfigurationThe auto attendant (AA) feature provides quick and courteous processing of all

Chapter 7: Auto Attendant Configuration82 MaxCS 7.5 Administration ManualExample: AA PlanningAdding Auto AttendantsThe first 16 AAs are provided with

Exports all your AA settings to an HTML fileCopies an AA to a selected ID.Configuring Auto AttendantsMaxCS 7.5 Administration Manual 83Figure 37. The