Altigen AltiWare OE/ACC Version 5.0 Instruction Manual

AltiWare™ OE/ACC

Version 5.0

System Installation and

Administration Manual

Revised 12/2004 4403-0001-5.0

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

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 4403-0001-5.0

AltiWare OE Installation & Administration Manual iii

Contents

Preface:AboutThisManual....................... 1-xxxiii

Chapter 1

AltiServOfficeSolutions............................1-1

AltiServPlatforms.................................1-4

Overview.........................................1-5

Key AltiServ Characteristics . . . . . . . . . . . . . . . . . . . . . . . . . 1-5

PBXFeatures ....................................1-8

AutomaticCallDistributionFeatures.................1-14

AutomatedAttendantFeatures......................1-18

AltiGenVoiceMailFeatures.......................1-19

InternetIntegrationFeatures........................1-21

SystemAdministrationFeatures.....................1-23

T1/PRI/E1Features...............................1-25

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

Voice over IP Session Support AltiServ Features . . . . . . . 1-28

AltiWareTools..................................1-29

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

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

Chapter 2

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

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

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

Selecting the AltiServ Platform . . . . . . . . . . . . . . . . . . . . . . 2-1

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

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

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

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

FunctionalSpecifications...........................2-4

AltiGenBoardInstallation..........................2-8

AltiGenBoardOptions.............................2-8

SystemLimitations...............................2-10

PowerRequirements..............................2-11

iv AltiWare OE System Administration & Installation Manual

Installing a Cooling Fan . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12

ProperBoardHandlingProcedures ..................2-12

ElectrostaticDischarge(ESD)Warning............... 2-13

OperatingEnvironment............................ 2-13

PackagingforShipmentandStorage................. 2-15

AltiWare Conference Resource Limits. . . . . . . . . . . . . . . . 2-16

Chapter 3

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

AltiWare as a Windows Service . . . . . . . . . . . . . . . . . . . . . . . 3-2

PreparingtoInstallAltiWareOE......................3-2

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

SoftwareLicenseActivationandRegistration ..........3-5

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

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

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

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

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

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

LostLicenses .................................... 3-11

BeforeNewInstallation ............................ 3-12

ToBeginNewInstallation .......................... 3-12

BeforeUpgrade .................................. 3-19

BackupDatabase.................................3-19

IPExtensionProtocolChange ...................... 3-19

StationSpeedDialingChange ...................... 3-20

VoIPBoardUpgrade ............................. 3-20

Shutting Down the AltiGen Switching Service . . . . . . . . . 3-20

ToBeginUpgrade ................................ 3-21

OnlineLicenseRegistrationProcedures............... 3-28

Manual Online License Registration Procedure. . . . . . . . . 3-37

OfflineRegistrationProcedures.....................3-45

WindowsEmergencyRepairDisk.................... 3-45

Installing AltiAdmin on Remote Systems . . . . . . . . . . . . . . 3-45

Shutting Down AltiServ when Changing or Adding Hardware 3-46

Transferring the AltiServ to Another Server Chassis . . . . . . 3-47

AltiWare Uninstall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-48

DowngradeProcedure ............................. 3-48

SoftwareInstallationTroubleshooting................. 3-50

AltiWare OE Installation & Administration Manual v

Chapter 4

GettingAroundAltiAdmin..........................4-1

AltiAdmin: the AltiWare OE Administrator . . . . . . . . . . . . . 4-1

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

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

Quick Access Toolbar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3

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

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

ExtensionViewWindow ...........................4-6

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

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

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

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

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

LoggingIn ......................................4-11

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

Stopping the AltiGen Switching Service . . . . . . . . . . . . . . . 4-11

Chapter 5

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

Setting General Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2

Setting a System Number Plan . . . . . . . . . . . . . . . . . . . . . . . . 5-4

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

Setting Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10

RoutingCallsonHolidays ..........................5-12

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

DefiningSystemCallRestrictions ...................5-15

Blocking Calls to Area Codes from All Extensions . . . . . . 5-16

Setting Toll Free Area Codes . . . . . . . . . . . . . . . . . . . . . . . 5-16

Setting Toll Call Prefixes . . . . . . . . . . . . . . . . . . . . . . . . . . 5-17

Setting Emergency Numbers . . . . . . . . . . . . . . . . . . . . . . . 5-17

LockingAttackedExtensions.......................5-17

BlockingAllOutgoingCalls........................5-17

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

CreatingAccountCodes............................5-18

AddingandDeletingAccountCodes.................5-19

Setting up Call Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-20

Internal Database Configuration (Internal Logger Service) 5-21

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

vi AltiWare OE System Administration & Installation Manual

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

ManagingMessages............................... 5-23

SettingMessageNotificationRetries................. 5-24

SettingMessageManagementOptions................5-24

SettingMessageRecordingOptions.................. 5-25

Setting E-mail Messaging (SMTP/POP3) Options . . . . . . 5-25

SynchronizingE-mailwithExchange ................ 5-27

DefininganIPDialingTable ........................ 5-27

AbouttheLocationIDDigitLength.................. 5-27

DefiningtheIPDialingTable....................... 5-28

SettingtheLocationIDDigitLength................. 5-29

DefiningRemoteLocations........................5-29

ConfiguringDNISRouting ......................... 5-31

AddingandDeletingDNISRouteEntries............. 5-32

DefiningtheRouting ............................. 5-32

CreatingDistributionLists.......................... 5-33

DefiningaDistributionList........................5-34

SettingLogoutReasonCodes ....................... 5-34

Activity......................................... 5-35

Chapter 6

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

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

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

Configuring the Triton Analog Extension Board . . . . . . . . . . 6-4

Configuring the Triton Analog Trunk LS/GS and LS Boards 6-5

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

VoiceoverIP ....................................6-7

TritonVoIPBoard ................................6-7

NetworkConfigurationGuidelinesforVoIP............6-8

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

Phones......................................6-11

ConfigurationGuidelinesforNAT................... 6-11

AltiGatekeeper Installation. . . . . . . . . . . . . . . . . . . . . . . . . 6-13

IPPhoneConfiguration ........................... 6-13

NAT .......................................... 6-14

FirewallConsiderations........................... 6-27

SettingupH.323TrafficForwardingforNAT.......... 6-28

AltiWare NAT Support Feature . . . . . . . . . . . . . . . . . . . . . 6-29

AltiGen IP Phone NAT Support Feature . . . . . . . . . . . . . . 6-30

AltiWare OE Installation & Administration Manual vii

Setting Up an AltiWare-to-AltiWare IP Network. . . . . . . . 6-31

BoardInstallation................................6-32

Troubleshooting—Common Symptoms and Solutions . . . 6-33

ConfiguringtheTritonT1/E1/PRIBoard...............6-34

ServiceParametersforT1..........................6-35

ServiceParametersforPRI.........................6-37

ServiceParametersforE1..........................6-38

BoardConfiguration..............................6-39

Triton T1 Configuration - Triton T1/PRI/E1 Dialog Box. . 6-42

Setting up T1, PRI or E1 Channels on the Triton T1/PRI Board 6-48

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

Board.......................................6-54

Troubleshooting—CommonSymptoms...............6-55

Chapter 7

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

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

Setting General Trunk Attributes . . . . . . . . . . . . . . . . . . . . . . 7-3

QuantumTrunkProperties..........................7-6

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

TritonAnalogTrunkLS/GSProperties...............7-11

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

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

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

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

Chapter 8

OutCallRoutingConfiguration .....................8-1

Working with Route Definitions . . . . . . . . . . . . . . . . . . . . . . 8-2

Setting Default Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4

AboutCallRoutingand911Calls....................8-5

Setting Dialing Pattern Routing . . . . . . . . . . . . . . . . . . . . . . . 8-6

Chapter 9

AutoAttendantConfiguration.......................9-1

PlanningisEssential...............................9-1

Example:AutoAttendantPlanning ...................9-3

AddingAutoAttendants.............................9-4

viii AltiWare OE System Administration & Installation Manual

EditingAutoAttendants.............................9-5

ConfiguringMenuItems............................9-7

MakingAutoAttendantAssignments................. 9-11

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

UsingPre-RecordedPrompts....................... 9-11

RecordingCustomPhrases......................... 9-12

UsingProfessionallyRecordedPhrases............... 9-13

Chapter 10

ExtensionandGroupConfiguration.................10-1

SettingupExtensions..............................10-3

AddingNewExtensions...........................10-5

EstablishingBasicExtensionAttributes............... 10-6

AgentCheckBox................................ 10-8

ForcedAccountCode............................. 10-9

CallRecordingOptions ........................... 10-9

SettingEmailOptions............................ 10-10

ChangingtheExtensionLocationorType............10-10

SettinganIPExtension........................... 10-11

SettingtheLineProperties........................ 10-16

PhoneDisplayOptions........................... 10-20

SettingupGroups................................10-21

EstablishingGroupMembership ................... 10-22

AddingExtensionstoGroups...................... 10-23

AssigningGroupstoExtensions.................... 10-26

OperationNotes................................ 10-29

SettingupStationSpeedDialing .................... 10-29

SettingtheMailboxOptions .......................10-31

SettinganInformation-OnlyMailbox ............... 10-32

DisablingaMailbox............................. 10-33

SynchronizingwithExchangeServer................ 10-33

SettingMailboxPlaybackOptions.................. 10-33

Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . 10-34

SettingMessageNotificationOptions ................ 10-34

Setting the Message Types for Notification . . . . . . . . . . . 10-35

SettingtheTypeofNotification.................... 10-36

SettingNotificationTiming.......................10-37

SettingNotificationBusinessHours................. 10-37

EnablingMessageNotification..................... 10-37

ConfiguringCallingRestrictions .................... 10-37

AltiWare OE Installation & Administration Manual ix

Setting Call Restriction Options . . . . . . . . . . . . . . . . . . . . 10-38

Setting Other Call Restrictions . . . . . . . . . . . . . . . . . . . . . 10-39

Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . . 10-40

ForwardingAllCalls.............................10-43

DoNotDisturb.................................10-45

HandlingBusyCalls.............................10-45

Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . 10-46

HandlingUnansweredCalls.......................10-46

Setting Huntgroup Handling. . . . . . . . . . . . . . . . . . . . . . . 10-47

Setting Workgroup Handling . . . . . . . . . . . . . . . . . . . . . . 10-48

Configuring One Number Access . . . . . . . . . . . . . . . . . . . 10-50

One Number Access Options . . . . . . . . . . . . . . . . . . . . . . 10-51

CallScreening..................................10-52

Setting Caller ID Verification. . . . . . . . . . . . . . . . . . . . . . 10-52

SpecifyingForwardingNumbers...................10-53

Setting Up Monitor Lists . . . . . . . . . . . . . . . . . . . . . . . . . . 10-53

ConfiguringaMonitorList........................10-55

Chapter 11

SettingUpIPExtensions...........................11-1

AltiGenIPPhoneService..........................11-1

IntercomwithIPPhones...........................11-1

SystemRequirements..............................11-2

Configuration ....................................11-2

AltiAdmin......................................11-2

Clients.........................................11-3

Chapter 12

Alti-IP600PhoneConfiguration ....................12-1

Chapter 13

LineParkConfiguration...........................13-1

Chapter 14

PagingGroupConfiguration .......................14-1

Chapter 15

xAltiWare OE System Administration & Installation Manual

AdditionalSetup .................................15-1

AudioPeripheralConfiguration...................... 15-1

Configuring Music On Hold and Recorded Announcements 15-2

SettingGreetingandUpdatePrompts ................ 15-3

ConfiguringOverheadPaging ...................... 15-3

MVIPClockConfiguration ......................... 15-4

FeatureTips ..................................... 15-5

Chapter 16

SystemDataManagement .........................16-1

UsingBackupandRestore.......................... 16-1

BackingupFiles.................................. 16-2

SchedulingBackups............................... 16-3

RestoringBackedupFiles .......................... 16-4

Chapter 17

SystemReportManagement .......................17-1

SystemSummaryReport ........................... 17-1

SystemLog...................................... 17-2

IPCumulativeTrafficStatistics...................... 17-3

Chapter 18

DataandInternetIntegration ......................18-1

NetworkProtocolandAddressing .................... 18-1

Network ....................................... 18-1

Protocol........................................ 18-1

TransportProtocols............................... 18-1

NetworkAddress ................................ 18-2

LocalAddress................................... 18-3

Mixed-MediaMessaging.......................... 18-3

SettingUpEmailService...........................18-4

BeforeYouBegin................................ 18-4

SettingUpLANandInternetEmailontheServer....... 18-4

SettingUpLANandInternetEmailontheClient.......18-9

SettingupanExchangeServer...................... 18-10

Exchange Server Windows NT 4.0 Integration . . . . . . . . 18-10

Prerequisites................................... 18-11

ExchangeServerPrerequisites..................... 18-13

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