Altigen AltiContact Manager Version 5.0 Instruction Manual

AltiContact Manager™

Version 5.0

Administration Manual

Revised 12/2004 4413-0001-5.0

WARNING!

Toll fraud is committed when individuals unlawfully gain access to

customer telecommunication systems. This is a criminal offense.

Currently, we do not know of any telecommunications system that is

immune to this type of criminal activity. AltiGen Communications, Inc.

will not accept liability for any damages, including long distance charges,

which result from unauthorized and/or unlawful use. Although AltiGen

Communications, Inc. has designed security features into its products, it is

your sole responsibility to use the security features and to establish security

practices within your company, including training, security awareness, and

call auditing.

NOTICE

While every effort has been made to ensure accuracy, AltiGen

Communications, Inc. will not be liable for technical or editorial errors or

omissions contained within the documentation. The information contained

in this documentation is subject to change without notice.

This documentation may be used only in accordance with the terms of the

AltiGen Communications, Inc. License Agreement.

AltiGen Communications, Inc.

4555 Cushing Pkwy.

Fremont, CA 94538

Telephone: 510-252-9712

Fax: 510-252-9738

E-mail: [email protected]

Web site: www.altigen.com

TRADEMARKS

AltiContact Manager, AltiGen, AltiServ, AltiWare, AltiLink, AltiConsole,

AltiAdmin, Alti-IP 600, Alti-MSCRM, Alti-VRPlayer, Zoomerang, and

Dynamic Messaging are trademarks or registered trademarks of AltiGen

Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

reserved.

Printed in U.S.A. 12/2004 4413-0001-5.0

AltiContact Manager Administration Manual i

Contents

Preface:AboutThisManual........................1-xxix

Chapter 1

Overview ........................................1-1

KeyAltiContactManagerCharacteristics............... 1-3

CallCenter/IPPBXFeatures........................ 1-6

AutomaticCallDistributionFeatures................ 1-12

IVRFeatures................................... 1-17

AltiGen Voice Mail Features. . . . . . . . . . . . . . . . . . . . . . . 1-18

InternetIntegrationFeatures....................... 1-20

SystemAdministrationFeatures.................... 1-22

T1/PRI/E1Features.............................. 1-24

VoiceoverIPFeatures............................ 1-25

Voice over IP Session Support AltiContact Manager Features 1-27

AltiWare Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-28

OptionalAdd-OnSoftware........................ 1-29

OptionalAdd-OnProducts ........................ 1-31

OptionalKits................................... 1-31

Chapter 2

SystemRequirements..............................2-1

HardwareRequirements............................ 2-1

SystemKeyRequirement .......................... 2-1

Selecting the AltiContact Manager Platform. . . . . . . . . . . . 2-1

MinimumSystemRequirements..................... 2-1

ProperGroundingandLoopCurrent.................. 2-3

UninterruptiblePowerSupply(UPS) ................. 2-3

OperatingEnvironment............................ 2-3

AltiGen Telephony Boards 4

FunctionalSpecifications........................... 2-5

AltiGen Board Installation. . . . . . . . . . . . . . . . . . . . . . . . . . 2-9

AltiGen Board Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9

SystemLimitations .............................. 2-11

PowerRequirements............................. 2-12

HeatFactor..................................... 2-13

ii AltiContact Manager Administration Manual

Installing a Cooling Fan . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-13

ProperBoardHandlingProcedures ..................2-14

ElectrostaticDischarge(ESD)Warning............... 2-14

OperatingEnvironment............................ 2-14

PackagingforShipmentandStorage................. 2-16

AltiContact Manager Conference Resource Limits . . . . . . 2-17

Chapter 3

SoftwareInstallation...............................3-1

AltiContactManagerasaWindowsService .............3-2

PreparingtoInstallAltiContactManager ...............3-2

FirewallConsiderations............................3-3

Licensing ........................................3-5

UnsupportedLicenses..............................3-6

Registration ......................................3-7

DealerInstallationID..............................3-7

RegistrationMethods..............................3-8

Upgrades.........................................3-9

BeforeNewInstallation ............................ 3-11

ToBeginNewInstallation .......................... 3-11

BeforeUpgrade .................................. 3-18

BackupDatabase.................................3-18

Shutting Down the AltiGen Switching Service . . . . . . . . . 3-18

StationSpeedDialingChange ...................... 3-19

ToBeginUpgrade ................................ 3-20

OnlineLicenseRegistrationProcedures............... 3-27

Manual Online License Registration Procedure. . . . . . . . . 3-36

OfflineRegistrationProcedures..................... 3-44

WindowsEmergencyRepairDisk.................... 3-44

Installing ACM Administrator on Remote Systems . . . . . . 3-44

RunningACMAdministrator........................ 3-45

Shutting Down AltiContact Manager when Changing or Adding Hard-

ware.............................................. 3-46

Transferring the AltiContact Manager to Another Server Chassis 3-46

AltiContactManagerUninstall ...................... 3-47

SoftwareInstallationTroubleshooting................. 3-48

Chapter 4

GettingAroundACMAdministrator .................4-1

AltiContact Manager Administration Manual iii

AltiContactManagerAdministrator ................... 4-1

LogginginfortheFirstTime........................ 4-1

The AltiContact Manager Main Window 2

TheMainMenu.................................. 4-3

QuickAccessToolbar ............................. 4-3

TheViewWindows ................................ 4-5

BoardsViewWindow ............................. 4-5

AgentExtensionViewWindow...................... 4-6

TrunkViewWindow.............................. 4-7

WorkgroupViewWindow.......................... 4-8

CallLogViewWindow............................ 4-9

IPTrunkCurrentTrafficStatisticsWindow ............ 4-9

StatusBar...................................... 4-10

LoggingIn ...................................... 4-10

ChangingthePassword ............................ 4-11

StoppingtheAltiGenSwitchingService............... 4-11

Chapter 5

SystemConfiguration..............................5-1

SettingGeneralParameters .......................... 5-2

SettingaSystemNumberPlan ....................... 5-4

Assigning Trunk, Feature, IP Trunk, & Route Access. . . . . 5-9

SettingBusinessHours ............................ 5-10

RoutingCallsonHolidays.......................... 5-13

ConfiguringSystemSpeedDialing ................... 5-14

DefiningSystemCallRestrictions ................... 5-16

Blocking Calls to Area Codes from All Extensions. . . . . . 5-17

SettingTollFreeAreaCodes....................... 5-17

LockingAttackedExtensions....................... 5-18

BlockingAllOutgoingCalls....................... 5-18

EnablingHopOffforTieTrunks.................... 5-18

CreatingAccountCodes ........................... 5-19

AddingandDeletingAccountCodes................. 5-20

SettingupCallReports ............................ 5-20

Internal Database Configuration (Internal Logger Service) 5-22

:External(Remote)LoggingofCallData ............. 5-22

ExportingThroughaLocalPort..................... 5-23

CountryRelevant ................................. 5-23

SettingTollCallPrefixes.......................... 5-24

SettingEmergencyNumbers....................... 5-25

iv AltiContact Manager Administration Manual

SettingtheTDMBusMode........................ 5-25

CT-BusClockConfiguration........................ 5-25

AudioPeripheralConfiguration...................... 5-26

Configuring Music On Hold and Recorded Announcements 5-27

SettingGreetingandUpdatePrompts................ 5-29

ConfiguringOverheadPaging...................... 5-29

Activity ........................................ 5-29

Chapter 6

BoardConfiguration...............................6-1

UsingtheTritonResourceBoard ..................... 6-2

ConfiguringtheQuantumBoard ...................... 6-2

ConfiguringtheTritonAnalogStationBoard ............ 6-4

Configuring the Triton Analog Trunk LS/GS and LS Boards 6-6

ConfiguringtheTritonVoIPBoard.................... 6-7

VoiceoverIP.................................... 6-8

TritonVoIPBoard................................ 6-8

BoardInstallation................................. 6-9

Troubleshooting—Common Symptoms and Solutions . . . 6-10

ConfiguringtheTritonT1/E1/PRIBoard .............. 6-11

ServiceParametersforT1 ......................... 6-12

ServiceParametersforPRI......................... 6-13

ServiceParametersforE1 ......................... 6-15

BoardConfiguration.............................. 6-16

Triton T1 Configuration - Triton T1/PRI/E1 Dialog Box . 6-18

Setting up T1, PRI or E1 Channels on the Triton T1/PRI Board 6-25

Installing a Channel Service Unit (CSU) to the Triton T1 or T1/E1/PRI

Board....................................... 6-31

Troubleshooting—Common Symptoms. . . . . . . . . . . . . . . 6-32

Chapter 7

TrunkConfiguration ..............................7-1

SelectingTrunkstoSetAttributes.................... 7-2

SettingGeneralTrunkAttributes...................... 7-3

QuantumTrunkProperties.......................... 7-5

TritonAnalogTrunkProperties...................... 7-9

TritonAnalogTrunkGS/LSProperties............... 7-11

TritonVoIPTrunkConfiguration.................... 7-13

TritonT1/PRITrunkProperties..................... 7-17

AltiContact Manager Administration Manual v

IncomingCallRouting ............................ 7-20

OutgoingCallBlocking............................ 7-22

Chapter 8

VoiceMailConfiguration ..........................8-1

ManagingMessages................................ 8-1

Setting Message Notification Retries. . . . . . . . . . . . . . . . . . 8-2

Setting Message Management Options . . . . . . . . . . . . . . . . 8-3

Setting Message Recording Options . . . . . . . . . . . . . . . . . . 8-3

Setting E-mail Messaging Options . . . . . . . . . . . . . . . . . . . 8-4

SynchronizingE-mailwithExchange................. 8-5

CreatingDistributionLists .......................... 8-5

DefiningaDistributionList......................... 8-6

Chapter 9

VoIPConfiguration ...............................9-1

DefininganIPDialingTable......................... 9-1

AbouttheLocationIDDigitLength.................. 9-1

DefiningtheIPDialingTable....................... 9-2

Setting the Location ID Digit Length. . . . . . . . . . . . . . . . . . 9-3

DefiningRemoteLocations......................... 9-3

Setting VoIP Codecs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5

NetworkConfigurationGuidelinesforVoIP ............ 9-9

Network Configuration Guidelines for the Alti-IP 600 Series of IP

Phones............................................ 9-11

ConfigurationGuidelinesforNAT ................... 9-12

AltiGatekeeperInstallation ........................ 9-13

IPPhoneConfiguration........................... 9-13

NAT.......................................... 9-14

FirewallConsiderations............................ 9-27

Setting up H.323 Traffic Forwarding for NAT . . . . . . . . . . 9-28

AltiWareNATSupportFeature..................... 9-29

AltiGenIPPhoneNATSupportFeature.............. 9-30

Setting Up an AltiContact Manager-to-AltiContact Manager IP Net-

work ............................................. 9-31

Chapter 10

OutCallRoutingConfiguration ....................10-1

vi AltiContact Manager Administration Manual

WorkingwithRouteDefinitions .....................10-2

Setting Default Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-4

AboutCallRoutingand911Calls ...................10-5

Setting Dialing Pattern Routing . . . . . . . . . . . . . . . . . . . . . . 10-6

Chapter 11

IVRConfiguration................................11-1

PlanningisEssential..............................11-1

Example: IVR Planning 2

AddingIVRs.....................................11-3

EditingIVRs.....................................11-4

ConfiguringMenuItems...........................11-5

MakingIVRAssignments..........................11-9

PhraseManagement ...............................11-9

UsingPre-RecordedPrompts......................11-10

RecordingCustomPhrases........................11-10

UsingProfessionallyRecordedPhrases..............11-11

Chapter 12

CallCenterConfiguration..........................12-1

CallerIDRouting .................................12-1

Adding and Deleting Caller ID Route Entries . . . . . . . . . . 12-2

DefiningtheRouting..............................12-3

DNISRouting....................................12-3

AddingandDeletingDNISRouteEntries.............12-4

DefiningtheRouting..............................12-5

AgentLogoutReasonCodes ........................12-6

CallRecording ...................................12-7

Chapter 13

AgentConfiguration ..............................13-1

Setting up Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-3

AddingNewExtensions...........................13-4

EstablishingBasicExtensionAttributes...............13-4

ForcedAccountCode.............................13-7

ChangingtheExtensionLocationorType.............13-8

Setting an IP Extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-9

Setting the Line Properties . . . . . . . . . . . . . . . . . . . . . . . . 13-10

AltiContact Manager Administration Manual vii

PhoneDisplayOptions........................... 13-15

Setting Up Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-16

Setting up Station Speed Dialing . . . . . . . . . . . . . . . . . . . . 13-18

Setting the Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . 13-20

Setting an Information-Only Mailbox . . . . . . . . . . . . . . . 13-21

DisablingaMailbox............................. 13-21

SynchronizingwithExchangeServer............... 13-22

SMTP/POP3 Setting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-22

MailForwardingOptions......................... 13-22

Setting Message Playback Options . . . . . . . . . . . . . . . . . 13-23

Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . 13-23

Setting Message Notification Options . . . . . . . . . . . . . . . . 13-24

Setting the Message Types for Notification. . . . . . . . . . . 13-25

Setting the Type of Notification. . . . . . . . . . . . . . . . . . . . 13-25

Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . 13-26

Setting Notification Business Hours . . . . . . . . . . . . . . . . 13-27

EnablingMessageNotification.................... 13-27

Configuring Calling Restrictions . . . . . . . . . . . . . . . . . . . . 13-27

Setting Call Restriction Options. . . . . . . . . . . . . . . . . . . . 13-28

Setting Other Call Restrictions. . . . . . . . . . . . . . . . . . . . . 13-29

Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . 13-29

ForwardingAllCalls............................ 13-31

DoNotDisturb................................. 13-32

HandlingBusyCalls............................. 13-32

Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . 13-33

HandlingUnansweredCalls....................... 13-33

Configuring One Number Access . . . . . . . . . . . . . . . . . . . 13-34

One Number Access Options. . . . . . . . . . . . . . . . . . . . . . 13-36

CallScreening ................................. 13-36

Setting Caller ID Verification . . . . . . . . . . . . . . . . . . . . . 13-37

SpecifyingForwardingNumbers................... 13-37

Setting Up Monitor Lists . . . . . . . . . . . . . . . . . . . . . . . . . . 13-38

ConfiguringaMonitorList ....................... 13-39

FeatureTips.................................... 13-40

Chapter 14

HuntgroupConfiguration .........................14-1

Setting Up Huntgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-3

AddingaHuntgroup.............................. 14-3

EstablishingBasicHuntgroupAttributes.............. 14-4

viii AltiContact Manager Administration Manual

SettingCallRestrictions...........................14-5

EstablishingHuntgroupMembership.................. 14-5

AddingExtensionstoHuntgroups................... 14-7

Assigning Huntgroups to Agent Extensions. . . . . . . . . . . . 14-8

AutomaticLogIn/Out............................ 14-10

SettingHuntgroupMailManagement ................ 14-11

DisablingaMailbox............................. 14-12

SynchronizingwithExchangeServer................ 14-12

SettingEmailOptions............................ 14-12

SettingMailboxPlaybackOptions.................. 14-13

Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . 14-13

SettingMessageNotificationOptions ................ 14-14

Setting the Message Types for Notification . . . . . . . . . . . 14-15

SettingtheTypeofNotification.................... 14-15

SettingNotificationTiming.......................14-16

SettingNotificationBusinessHours................. 14-17

EnablingMessageNotification..................... 14-17

SettingCallHandlingOptions ...................... 14-17

HandlingBusyCalls............................. 14-18

ForwardingAllCalls ............................ 14-19

HandlingUnansweredCalls....................... 14-20

SettingHuntgroupHandling....................... 14-21

GroupRNAHandling............................ 14-22

SettingQueueManagementOptions .................14-23

Chapter 15

WorkgroupConfiguration .........................15-1

CreatingaWorkgroup ............................ 15-2

Establishing Basic Workgroup Attributes . . . . . . . . . . . . . 15-3

ServiceLevelThreshold...........................15-4

WorkgroupRecordingOptions...................... 15-4

MultimediaSupport.............................. 15-6

EstablishingWorkgroupMembership ................. 15-7

AutomaticLogIn/Out............................. 15-9

SettingBusinessHours............................ 15-10

SkillSettingAssignment .......................... 15-12

SettingtheMailboxOptions .......................15-13

DisablingaMailbox............................. 15-14

SynchronizingwithExchangeServer................ 15-14

SMTP/POP3 Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-14

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