Altigen AltiWare OE Release 4.0 Instruction Manual

AltiWare™OE

Release 4.0

System

Administration

Manual

Revised 09/2000 4403-0001-4.0

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

yoursoleresponsibility to use the securityfeatures 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.

47427 Fremont Blvd.

Fremont, CA 94538

Telephone: 510-252-9712

Fax: 510-252-9738

E-mail: info@altigen.com

Web site: www.altigen.com

TRADEMARKS

AltiGen, AltiServ, AltiWare, AltiSpan, AltiReach, AltiLink, AltiConsole,

AltiAdmin, 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. 09/2000 Part Number 4403-0001-4.0

Table of Contents

AltiWare OE System Administration Manual iii

Contents

Preface: About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . ix

Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . x

CHAPTER 1

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Key AltiServ Characteristics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

PBX Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Automatic Call Distribution Features . . . . . . . . . . . . . . . . . . . . . . 8

Automated Attendant Features. . . . . . . . . . . . . . . . . . . . . . . . . . . 10

AltiMail Voice Messaging Features. . . . . . . . . . . . . . . . . . . . . . . 11

Internet Integration Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

System Administration Features . . . . . . . . . . . . . . . . . . . . . . . . . 14

T1/PRI Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Voice over IP Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Voice Over IP Session Support AltiServ Features . . . . . . . . . . . 18

AltiServ Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Optional Add-On Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

CHAPTER 2

System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Setting General Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Setting a System Number Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Assigning Trunk, IP Trunk, & Route Access . . . . . . . . . . . . . . . 26

Setting Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Configuring System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . 29

Adding Names and Comments. . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Defining System Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . 31

Blocking Calls to Area Codes from All Extensions. . . . . . . . . . . 32

Setting Toll Call Prefixes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Blocking All Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Enabling Hop Off for Tie Trunks. . . . . . . . . . . . . . . . . . . . . . . . . 33

Setting up Call Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Setting External Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Exporting Through a Local Port . . . . . . . . . . . . . . . . . . . . . . . . . 35

Managing Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Setting Message Notification Retries. . . . . . . . . . . . . . . . . . . . . . 36

Setting Message Management Options . . . . . . . . . . . . . . . . . . . . 37

Table of Contents

iv AltiWare OE System Administration Manual

Setting Message Recording Options . . . . . . . . . . . . . . . . . . . . . . 37

Setting E-mail Messaging Options . . . . . . . . . . . . . . . . . . . . . . . 38

Setting Area Code Toll Definitions . . . . . . . . . . . . . . . . . . . . . . . . 39

Defining an IP Dialing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

About the Location ID Digit Length . . . . . . . . . . . . . . . . . . . . . . 41

Defining the IP Dialing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Setting the Location ID Digit Length . . . . . . . . . . . . . . . . . . . . . 42

Defining Remote Locations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Configuring DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Adding and Deleting DNIS Route Entries. . . . . . . . . . . . . . . . . . 45

Defining the Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Using a Tenant Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Configuring the Tenant Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Modifying the Tenant Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Creating Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Defining a Distribution List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Setting Logoff Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

CHAPTER 3

Board Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Using the Triton Resource Board . . . . . . . . . . . . . . . . . . . . . . . . . 54

Configuring the Quantum Board . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Configuring the Triton Analog Station Board . . . . . . . . . . . . . . . . 57

Configuring the Triton VoIP Board . . . . . . . . . . . . . . . . . . . . . . . . 58

Configuring the Triton T1/PRI Board . . . . . . . . . . . . . . . . . . . . . . 59

Triton T1 Configuration - Triton T1/PRI Dialog Box. . . . . . . . . 60

Setting up T1 or PRI Channels on the Triton T1/PRI Board. . . . 65

CHAPTER 4

Trunk Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Selecting Trunks to Set Attributes. . . . . . . . . . . . . . . . . . . . . . . . 70

Setting General Trunk Attributes . . . . . . . . . . . . . . . . . . . . . . . . . 71

Quantum Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Triton VoIP Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Triton T1/PRI Trunk Properties. . . . . . . . . . . . . . . . . . . . . . . . . . 78

Incoming Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Outgoing Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Quantum Board Channel Gain Configuration . . . . . . . . . . . . . . . . 83

Table of Contents

AltiWare OE System Administration Manual v

CHAPTER 5

Extension and Workgroup Configuration . . . . . . . . . . . . 85

Setting up Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Adding New Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Establishing Basic Extension Attributes . . . . . . . . . . . . . . . . . . . 89

Setting Email Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Changing the Extension Location or Type. . . . . . . . . . . . . . . . . . 91

Setting an IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Setting the Line Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Setting up Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Establishing Workgroup Membership . . . . . . . . . . . . . . . . . . . . . . 97

Adding Extensions to Workgroups . . . . . . . . . . . . . . . . . . . . . . . 97

Assigning Workgroups to Extensions . . . . . . . . . . . . . . . . . . . . . 98

Setting up Station Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . 101

Setting the Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Setting an Information-Only Mailbox . . . . . . . . . . . . . . . . . . . . 103

Synchronizing with Exchange Server . . . . . . . . . . . . . . . . . . . . 104

Setting Mailbox Playback Options. . . . . . . . . . . . . . . . . . . . . . . 104

Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . 106

Setting the Message Types for Notification. . . . . . . . . . . . . . . . 106

Setting the Type of Notification. . . . . . . . . . . . . . . . . . . . . . . . . 107

Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . 108

Configuring Calling Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . 109

Setting Call Restriction Options. . . . . . . . . . . . . . . . . . . . . . . . . 110

Setting Other Call Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . 110

Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Enabling “Do Not Disturb” . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Handling Unanswered Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Setting Workgroup Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Configuring One Number Access . . . . . . . . . . . . . . . . . . . . . . . . 116

Enabling One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Setting Caller ID Verification . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Specifying Forwarding Numbers. . . . . . . . . . . . . . . . . . . . . . . . 118

Setting Monitor Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Configuring a Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Table of Contents

vi AltiWare OE System Administration Manual

CHAPTER 6

Out Call Routing Configuration . . . . . . . . . . . . . . . . . . . 121

Working with Route Definitions . . . . . . . . . . . . . . . . . . . . . . . . . 122

Setting Default Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

About Call Routing and 911 Calls. . . . . . . . . . . . . . . . . . . . . . . 126

Setting Dialing Pattern Routing . . . . . . . . . . . . . . . . . . . . . . . . . . 127

CHAPTER 7

Auto Attendant Configuration . . . . . . . . . . . . . . . . . . . . . 129

Planning is Essential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Example: Auto Attendant Planning . . . . . . . . . . . . . . . . . . . . . . . 130

Adding Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Editing Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Configuring Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Making Auto Attendant Assignments . . . . . . . . . . . . . . . . . . . . 136

Phrase Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Using Pre-Recorded Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Recording Custom Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Using Professionally Recorded Phrases . . . . . . . . . . . . . . . . . . 139

CHAPTER 8

Additional Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Audio Peripheral Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 141

Configuring Music On Hold and Recorded Announcements . . 142

Setting Greeting and Update Prompts . . . . . . . . . . . . . . . . . . . . 142

Configuring Overhead Paging. . . . . . . . . . . . . . . . . . . . . . . . . . 142

MVIP Clock Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Feature Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

CHAPTER 9

System Data Management . . . . . . . . . . . . . . . . . . . . . . . . 145

Using Backup and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Backing up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Scheduling Backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Restoring Backed up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

CHAPTER 10

System Report Management . . . . . . . . . . . . . . . . . . . . . . 149

System Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

System Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

IP Cumulative Traffic Statistics . . . . . . . . . . . . . . . . . . . . . . . . . 152

Table of Contents

AltiWare OE System Administration Manual vii

CHAPTER 11

Data and Internet Integration . . . . . . . . . . . . . . . . . . . . . 155

Network Protocol and Addressing . . . . . . . . . . . . . . . . . . . . . . . . 155

Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Protocol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Transport Protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Network Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Local Address. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Mixed-Media Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Setting Up Email Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Setting Up LAN and Internet Email on the Server . . . . . . . . . . 159

Setting Up LAN and Internet Email on the Client. . . . . . . . . . . 166

Setting up an Exchange Server . . . . . . . . . . . . . . . . . . . . . . . . . . 168

EIAssist Aids Exchange Server Integration. . . . . . . . . . . . . . . . 168

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

On the Exchange Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Exchange Server Configuration. . . . . . . . . . . . . . . . . . . . . . . . . 172

Microsoft Exchange Administrator Configuration . . . . . . . . . . 174

Installing Outlook 2000 Client on the AltiServ System. . . . . . . 175

Enabling the Exchange Server . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Testing the Exchange Server Setup . . . . . . . . . . . . . . . . . . . . . . 183

Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

About AltiReach Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 186

APPENDIX A

Call Accounting Report Formats . . . . . . . . . . . . . . . . . . . 187

CDR Format Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

SMDR Reporting Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Trunk Calls In Format:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Extension Calls Out Format: . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

From Extension A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

From Trunk B. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

APPENDIX B

Registration & Technical Support . . . . . . . . . . . . . . . . . . 197

Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Eligibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Technical Support Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Table of Contents

viii AltiWare OE System Administration Manual

How To Reach AltiGen Technical Support. . . . . . . . . . . . . . . . 199

Tech Support on AltiGen’s Web Site . . . . . . . . . . . . . . . . . . . . 199

Unresolved Problems Escalation Procedure . . . . . . . . . . . . . . . 199

Repair and Replacement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Replacements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

RMA Fax Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Technical Support Fax Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Registration Fax Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

Readers Comment Form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Preface

AltiWare OE System Administration Manual ix

Preface: About This Manual

This guide is designed for dealers, administrators and technicians who are

responsible for installation, configuration, and administration of an

AltiServ system.

Another manual, the AltiServ User Guide covers the AltiServ end user

features and functions such as call handling, voice mail,and web interface.

The Getting Started Manual covers system specifications, installation, and

an overview to navigating the AltiAdmin interface.

This guide contains the following chapters and appendixes:

Chapter 1, Overview: the AltiServ functions, features, and benefits.

Chapter 2, System Configuration: AltiServ system basic configuration,

phone numbers, number plans, out-call and in-call settings.

Chapter 3, Board Configuration: the Quantum and Triton boards.

Chapter 4, Trunk Configuration: trunk attributes, including channels.

Chapter 5, Extension and Workgroup Configuration: individual

extensions, workgroup numbers, and call handing.

Chapter 6, Out Call Routing Configuration: default outgoing callroutes

and restrictions

Chapter 7,Auto AttendantConfiguration

:pre-recorded prompts & menus.

Chapter 8, Additional Setup

: audio peripheral configuration, MVIP clock,

feature tips.

Chapter 9, System Data Management: back up and restore procedures.

Chapter 10, System Report Management: system management reports

on summary, traffic, system log and call detail summary.

Chapter 11, Data and Internet Integration: Setting up email, AltiReach,

Exchange integration.

Appendix A, Call Accounting Report Formats: keys to the data in CDR

reports.

Appendix B, Registration & Technical Support: technical support,

customer service, repair and replacement policies and forms.

Glossary, Index, and Readers’ Comment Form.

Preface

xAltiWare OE System Administration Manual

Related Publications

Related publications include:

• AltiWare OE Getting Started Manual

• AltiServ User Guide

• AltiConsole User Guide

• AltiView User Guide

• Center User Guide

Other manuals for AltiWare OE Release 4.0

This manual suits for next models

Table of contents

Other Altigen Software manuals

Altigen

Altigen SuperQ User manual

Altigen

Altigen AltiConsole User manual

Altigen

Altigen VRManager User manual

Altigen

Altigen MaxSupervisor User manual

Altigen

Altigen ACM 6.5 Instruction Manual

Altigen

Altigen AltiWare ACM 5.2 Instruction Manual

Altigen

Altigen AltiAgent User manual

Altigen

Altigen VRManager User manual

Altigen

Altigen AltiView Release 4.0 User manual

Altigen

Altigen AltiConsole User manual

Altigen

Altigen AltiContent User manual

Altigen

Altigen AltiWare ACC 5.1 Instruction Manual

Altigen

Altigen AltiReport User manual

Altigen

Altigen AltiWare OE/ACC Version 5.0 Instruction Manual

Altigen

Altigen MultiSite Configurator User manual

Altigen

Altigen Altiware OE 4.5 Instruction Manual

Altigen

Altigen Call Detail Reporting User manual

Altigen

Altigen AltiWare ACC 5.2 Instruction Manual

Altigen

Altigen MaxOutlook User manual

Altigen

Altigen AltiConsole 4.5 User manual

Altigen

Altigen Call Detail Reporting User manual

Altigen

Altigen AltiServ User manual

Altigen

Altigen Center User manual

Altigen

Altigen AltiWeb User manual

Popular Software manuals by other brands

COMPRO

COMPRO COMPROFM manual

Muratec

Muratec OFFICEBRIDGE ONLINE user guide

Oracle

Oracle Contact Center Anywhere 8.1 installation guide

Adobe

Adobe 65007312 - Photoshop Lightroom Programmer's guide

Avaya

Avaya NULL One-X for RIM Blackberry user guide

HP ProLiant BL420c user guide

PS Audio

PS Audio PowerPlay Programming manual

Brady

Brady LOCKOUT PRO 3.0 Administrator's guide

Avaya

Avaya Interaction Center user guide

Texas Instruments

Texas Instruments TI-83 Plus Silver Edition Guide book

Novell

Novell GROUPWISE 8 - INTERNET AGENT manual

Oracle

Oracle Application 9i Configuration guide

Acer

Acer RDM user guide

Canon

Canon Vixia HF21 instruction manual

Canon

Canon ZR950 instruction manual

Samsung

Samsung Auto Backup user manual

Polycom

Polycom Vortex EF2201 Application note

Brocade Communications Systems

Brocade Communications Systems Brocade 8/12c user manual