Altigen ACM 6.7 Use and care manual

MAX Communication Server™
Administration
Manual
ACM 6.7
September, 2011

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.
MAX Communication Server, MaxAdministrator, MaxCommunicator, MaxAgent, MaxSupervisor,
MaxOutlook, MaxInSight, MaxCall, Enterprise Manager, AltiServ, AltiLink, AltiConsole, VRPlayer,
Zoomerang, IPTalk, Alti-Mobile Extension, InTouch Dialer, AltiReport, and SuperQ are trademarks or
registered trademarks of AltiGen Communications, Inc. All other brand names mentioned are trademarks
or registered trademarks of their respective manufacturers.
AltiGen's products are protected under one or more of the following U.S. patents, with other U.S. patents
pending: 6532230; 6192344; 6292549; 6493439; 6909780; 6738465; 6754202; 6766006; 6928078;
6909709; 6956848; 7058047; 7013007; 7027578; 7280649; 7308092.
AltiGen Communications, Inc.
410 East Plumeria Dr.
San Jose, CA 95134
Telephone: 888-AltiGen (258-4436)
Fax: [phone]
E-mail: [email protected]
Web site: www.altigen.com
Copyright © AltiGen Communications, Inc. 2011. All rights reserved.
September, 2011

MAXCS ACM 6.7 Administration Manual i
Contents
ABOUT THIS MANUAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CHAPTER 1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
System Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
IP PBX Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Automatic Call Distribution Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Auto Attendant (AA) Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Voice Mail Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Internet Integration Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
System and Administration Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Voice over IP Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Multi-Site VoIP Management - Enterprise Manager . . . . . . . . . . . . . . . . . . 14
Optional Add-On Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
CHAPTER 2
System Requirements and Installation . . . . . . . . . . . . . . . . . . . . .19
Minimum System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Supported Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Boards Supported by ACC and ACM . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
MAXCS Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Preparation for Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Installing MAX Communication Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Multi-Gateway Softswitch System Installation . . . . . . . . . . . . . . . . . . . . . 27
Redundant System Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Installing MaxAdmin on a Network Client . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Uninstalling MAXCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Troubleshooting (Error Messages) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
CHAPTER 3
Getting Around MaxAdministrator . . . . . . . . . . . . . . . . . . . . . . . . .33
Logging In and Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Changing the Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
The MaxAdministrator Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
The View Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Boards View Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Extension View Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Trunk View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Call Log View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Workgroup View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

ii MAXCS ACM 6.7 Administration Manual
Current Resource Statistics Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Assigning Seat-Based Client Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Stopping the AltiGen Switching Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Programs Available from the Windows Start Menu . . . . . . . . . . . . . . . . . . . . 42
CHAPTER 4
System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Setting General Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Setting a System Number Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Setting Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Routing Calls on Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Creating a Holiday Profile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Setting Call Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Configuring System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Defining System Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Blocking Calls to Area Codes from All Extensions . . . . . . . . . . . . . . . . . . . 59
Setting Unrestricted Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Locking Attacked Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Blocking All Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Enabling Hop Off for Tie Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Setting 10-Digit Dialing Area Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Creating Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Adding and Deleting Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Setting up Call Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Internal Database Configuration (Internal Log Service) . . . . . . . . . . . . . . . 62
External (Remote) Logging of Call Data . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Exporting Through a Local Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Country-Relevant Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Setting Toll Call Prefixes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Setting Emergency Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Dialing Plan Rules for Non-North American Country. . . . . . . . . . . . . . . . . . 64
Audio Peripheral Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Configuring Music On Hold and Recorded Announcements . . . . . . . . . . . . . 66
Setting Greeting and Update Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Configuring Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Feature Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Limitation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
CHAPTER 5
Media Server and Gateway Management . . . . . . . . . . . . . . . . . . . 71
Managing Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Setting Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Adding and Attaching a Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Detaching and Deleting a Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Changing Gateway ID and Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Gateway Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Configuring the Applications Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

MAXCS ACM 6.7 Administration Manual iii
CHAPTER 6
Voice Mail Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79
Managing Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Setting Message Notification Retries . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Setting Message Management Options . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Setting Message Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Setting Exchange Integration Options . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Setting E-mail Messaging Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Creating Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Defining a Distribution List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
CHAPTER 7
Auto Attendant Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87
Planning Is Essential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Example: AA Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Adding Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Configuringing Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Configuring Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Making Auto Attendant Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Phrase Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Using Pre-Recorded Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Recording Custom Phrases from the AltiGen Phone. . . . . . . . . . . . . . . . . . 94
Using Professionally Recorded Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . 95
CHAPTER 8
Multilingual Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97
Configuration Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Creating Language Phrase Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Storing Language Phrase Packages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Configuring for a Multilingual System . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Enabling Multilingual Support in the Auto Attendant . . . . . . . . . . . . . . . . . . 100
Configuring the Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Extension User Can Change Language Setting . . . . . . . . . . . . . . . . . . . . . 101
Using DNIS to Set the Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Which Language Will Be Used? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
CHAPTER 9
Call Recording Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . .105
Description of the Recorded File Name . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Configuring Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Using a Remote Shared Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
CHAPTER 10
Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . .111
Application Extension Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Application Failover Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Application Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

iv MAXCS ACM 6.7 Administration Manual
Readying the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Trunk Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Trunks Out of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Channel Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Opening the Trunk Configuration Window . . . . . . . . . . . . . . . . . . . . . . . . . 116
Selecting Trunks to Set Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Configuring One or Multiple Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Setting General Trunk Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
H323 Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
SIP Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
SIP Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Configuring a SIP Trunk. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Triton T1/E1 Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Caller ID and DID Incoming Sequence Example . . . . . . . . . . . . . . . . . . . 127
Triton Analog Trunk GS/LS Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Performing Impedance Match on Your Own . . . . . . . . . . . . . . . . . . . . . . 131
Using the Match Impedance Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Measuring the Rx Level of a Trunk Channel . . . . . . . . . . . . . . . . . . . . . . 133
If You Need to Improve the Rx Level . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
If You Don’t Have the Milli-Watt Test Number. . . . . . . . . . . . . . . . . . . . . 134
Incoming Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Regular Trunk Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Web IP Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Outgoing Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
CHAPTER 12
Board Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Using the Triton Resource Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Using the Triton MeetMe Conference Board . . . . . . . . . . . . . . . . . . . . . . . . 142
Configuring the Triton Analog Station Board . . . . . . . . . . . . . . . . . . . . . . . 142
Configuring the Triton Analog Trunk LS/GS and LS Boards . . . . . . . . . . . . . 142
Configuring the Triton VoIP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Configuring the Triton T1/E1 Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Configuring the Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Setting up Channels on the Triton T1/E1 Board . . . . . . . . . . . . . . . . . . . 149
Installing a Channel Service Unit (CSU) . . . . . . . . . . . . . . . . . . . . . . . . . 156
Troubleshooting T1/E1—Common Symptoms . . . . . . . . . . . . . . . . . . . . . 156
Configuring Virtual Boards SIPSP and H323SP . . . . . . . . . . . . . . . . . . . . . 156
Configuring the SIPSP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Configuring the H323SP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Configuring Virtual Board HMCP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Assign HMCP Resources to IP Extensions . . . . . . . . . . . . . . . . . . . . . . . . 161
Configuring the MAX1000/2000 Board . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Configuring the Virtual MobileExtSP Board . . . . . . . . . . . . . . . . . . . . . . . . 165
CHAPTER 13
In Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Caller ID Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

MAXCS ACM 6.7 Administration Manual v
Adding and Deleting Caller ID Route Entries . . . . . . . . . . . . . . . . . . . . . . 168
Defining Caller ID Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Adding and Deleting DNIS Route Entries . . . . . . . . . . . . . . . . . . . . . . . . . 170
Defining DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
CHAPTER 14
Out Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . .173
Configuring Out Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Working with Route Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Setting Default Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Working on Dialing Patterns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Configuration Example - Solving 10-digit Dialing . . . . . . . . . . . . . . . . . . . . . 178
Resolving Dialing Delay: Non-USA/Canada Countries . . . . . . . . . . . . . . . . . 181
CHAPTER 15
Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .183
About the Apply To Button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Setting up Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Setting Personal Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Account Code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Call Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Physical Location and Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Setting the Line Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
IP Extension Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Phone Display Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Configuring Group Options for an Extension . . . . . . . . . . . . . . . . . . . . . . . . 192
Setting up Station Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Setting the Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Setting an Information-Only Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Assign Exchange Integration License. . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
SMTP/POP3 Setting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Mail Forwarding Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Setting Message Playback Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Press Zero Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Setting the Message Types for Notification. . . . . . . . . . . . . . . . . . . . . . . . 199
Emergency Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Unusual VM Activity Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Setting Notification Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Setting Notification Business Hours. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Enabling Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Configuring Calling Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Setting Call Restriction Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Setting Other Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

vi MAXCS ACM 6.7 Administration Manual
Forwarding All Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Handling Busy Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Configuring One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
One Number Access Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Call Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Setting Caller ID Verification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Specifying Forwarding Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Setting Up Monitor Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Configuring a Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
CHAPTER 16
Setting Up IP Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Setting an IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Setting VoIP Codec for IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
CHAPTER 17
AltiGen IP Phone Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 221
Configuring the AltiGen IP Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Configuring Programmable Keys and Workgroup Status. . . . . . . . . . . . . . 225
Configuring Auto-Discovery of Server IP Address . . . . . . . . . . . . . . . . . . . 227
Setting Up DHCP Option 120 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
On the AltiGen IP Phone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
Possible scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Disabling Auto-Discovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
When You Have Two AltiGen Servers in the Same Network . . . . . . . . . . . 230
CHAPTER 18
Mobile Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 231
MobileExtSP Board Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Configuring the MobileExtSP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Configuring an Extension as a Mobile Extension . . . . . . . . . . . . . . . . . . . . 235
Additional Configuration for MaxMobile Communicator. . . . . . . . . . . . . . . 239
Voice Mail for Mobile Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Mobile Extension Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
CHAPTER 19
Hunt Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Overview of Huntgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . 242
Setting Up Huntgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Establishing Basic Hunt Group Attributes . . . . . . . . . . . . . . . . . . . . . . . . 243
Setting Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Establishing Hunt Group Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Setting Login Status for System Restart. . . . . . . . . . . . . . . . . . . . . . . . . 245
Setting Hunt Group Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

MAXCS ACM 6.7 Administration Manual vii
Setting E-mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Setting Mailbox Playback Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Setting the Message Types for Notification. . . . . . . . . . . . . . . . . . . . . . . . 248
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Setting Notification Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Setting Notification Business Hours. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Setting a Hunt Group’s Call Distribution Rule . . . . . . . . . . . . . . . . . . . . . . 252
Setting Queue Management Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
CHAPTER 20
Paging Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . .255
CHAPTER 21
Line Park Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .259
Configuring Line Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Setting Up a Line Park Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Deleting a Line Park Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
CHAPTER 22
Workgroup Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .263
Workgroup Functionalities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Creating and Configuring Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Overview of Workgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . . 266
Setting Up Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Establishing Basic Workgroup Attributes . . . . . . . . . . . . . . . . . . . . . . . . . 267
Setting Call Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Service Level Threshold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Workgroup Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Establishing Workgroup Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Log In/Out a Group Member . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Setting Login Status for System Restart . . . . . . . . . . . . . . . . . . . . . . . . . 272
Setting Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Setting Up Skill Based Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Setting Rules for Skill Based Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Setting Workgroup Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Setting E-mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Setting Mailbox Playback Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Press Zero Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Voice Mail Access Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280

viii MAXCS ACM 6.7 Administration Manual
Setting the Message Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 280
Setting the Type of Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Handling Busy Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Forwarding All Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
Number of Rings Before Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Setting IntraGroup Call Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Queue Management - Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Setting Queue Phrase Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Queue Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Expected Wait Time Sampling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
Queue Overflow Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
Quit Queue Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
Priority Promotion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
Supervisor Queue Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
Queue Management - Advanced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Menu Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Queue Overflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Application Extension Queue Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Agent Logout Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
MaxCall Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
CHAPTER 23
Managing and Using MeetMe Conference . . . . . . . . . . . . . . . . . . 297
Setting the MeetMe Conference Extension . . . . . . . . . . . . . . . . . . . . . . . . 298
MeetMe Conference Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
Working in the MeetMe Conference Window . . . . . . . . . . . . . . . . . . . . . . . 299
Creating a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
Modifying the E-mail Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . . . . . . . . . 304
Joining a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
CHAPTER 24
Network Configuration Guidelines for VoIP . . . . . . . . . . . . . . . . 305
ISP/Intranet Quality of Service (QoS) . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
Virtual LANs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
Ethernet II Framing Header . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
Enabling VLAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
WAN Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
WAN Router Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
Firewall Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
Network Using NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309

MAXCS ACM 6.7 Administration Manual ix
Network Configuration Guidelines for AltiGen IP Phones . . . . . . . . . . . . . . . . 309
Configuration Guidelines for NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
Private Network Configuration Example. . . . . . . . . . . . . . . . . . . . . . . . . . 310
VPN Network Configuration Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
CHAPTER 25
Enterprise VoIP Network Management . . . . . . . . . . . . . . . . . . . .315
Understanding VoIP Bandwidth Requirements . . . . . . . . . . . . . . . . . . . . . . 316
Opening Enterprise Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Overview of Enterprise Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 318
Changing the Enterprise Manager Password. . . . . . . . . . . . . . . . . . . . . . . 319
Setting VoIP Codec Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
Assigning Codec Profiles to IP Addresses . . . . . . . . . . . . . . . . . . . . . . . . . . 322
Defining IP Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Defining Your Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
Configuring a Public or Intranet Pipe . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326
Configuring MAXCS Behind NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327
Defining the IP Dialing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
The Multi-site VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331
Creating a Multi-site VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331
Declaring Additional Servers for the VoIP Domain. . . . . . . . . . . . . . . . . . . 333
Working with Servers in the Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
Adding a Server to a VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
Rejoining a Server to the VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . 335
Setting an Alternate Server for AltiGen IP Phones. . . . . . . . . . . . . . . . . . . 336
Managing Domain Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
PSTN Failover When the TCP/IP Network is Down . . . . . . . . . . . . . . . . . . . 339
The Scope of an Extension in the VoIP Domain . . . . . . . . . . . . . . . . . . . . 339
Changing an Extension’s Scope from Local to Global . . . . . . . . . . . . . . . . . 341
Changing an Extension’s Scope from Global to Local. . . . . . . . . . . . . . . . . 342
Relocating a Global Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
Redirecting AltiGen IP Phones When a Server Is Down . . . . . . . . . . . . . . . 345
Configuring Departments in a Multi-site VoIP Domain . . . . . . . . . . . . . . . . . 346
Configuring Global Least Cost Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
When Information May Be Out of Sync . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
CHAPTER 26
Redundancy Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .351
Cases When Switchover Occurs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
How Calls Are Affected When Switchover Occurs . . . . . . . . . . . . . . . . . . . . . 353
Requirements for Other System Components . . . . . . . . . . . . . . . . . . . . . . . 353
Firmware Requirement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
Initial Device Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
Configuration Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
At the Primary Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
At the Secondary Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
Checking the Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356

x MAXCS ACM 6.7 Administration Manual
Configuring the NICs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
Configuring the VM Server for NAT Support . . . . . . . . . . . . . . . . . . . . . . . 359
Monitor Status, Configure Addresses for Enterprise and VM Servers . . . . . . 360
When the Address of the Softswitch Server Changes . . . . . . . . . . . . . . . . . 361
Manually Switching Over . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362
Things to Check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362
Getting Notified When the System Switches Over . . . . . . . . . . . . . . . . . . . 363
Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
Bootup/Shut Down Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
Configure Only on Active System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
CHAPTER 27
System Report Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367
System Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367
IP Cumulative Traffic Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
Resetting Cumulative Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
Using SNMP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
SNMP Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
Configuring MAXCS for SNMP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
List of Traps Sent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
CHAPTER 28
Microsoft Exchange Integration . . . . . . . . . . . . . . . . . . . . . . . . . 373
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
When You Install MAXCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374
Exchange Integration Configuration Steps . . . . . . . . . . . . . . . . . . . . . . . . 375
Additional Steps for Bridged Access and
Native VM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
Configuring UM Settings for Each User. . . . . . . . . . . . . . . . . . . . . . . . . . 381
Configuring for Out Calling from UM . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Configuring in MaxAdmin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387
When You Create a New Mailbox User . . . . . . . . . . . . . . . . . . . . . . . . . . . 389
Testing for Synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389
Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391
CHAPTER 29
TAPI Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393
Installing the TAPI Proxy Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393
Setting Up the Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393
Install the AltiGen TAPI Service Provider on the Client . . . . . . . . . . . . . . . 394
Set Up Phone and Modem Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394
Set Up Phone Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396
Testing TAPI Service Provider on the Client System. . . . . . . . . . . . . . . . . 397
Making a Call in Microsoft Outlook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
Changing TAPI Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . 398

MAXCS ACM 6.7 Administration Manual xi
CHAPTER 30
Tools and Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .401
AltiGen Board Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401
CT-Bus Test Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 402
Backup and Restore Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 402
Backing Up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403
Scheduling Backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403
Restoring Backed up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404
MAXCS Admin & Extension Security Checker . . . . . . . . . . . . . . . . . . . . . . . 405
Checking Extension Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 405
Start & Stop All AltiGen Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 406
Trace Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407
Limitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
Voice File Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
Read Config . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411
Work/Hunt Group Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412
Exporting and Importing Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413
Importing Extensions from a .csv File . . . . . . . . . . . . . . . . . . . . . . . . . . . 413
Importing Extensions from the Active Directory . . . . . . . . . . . . . . . . . . . . 415
Exporting the Extensions in a MAXCS System . . . . . . . . . . . . . . . . . . . . . 416
AltiGen Custom Phrase Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417
Creating a New Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418
Playing a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
Editing a Phrase Name or Description . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
To Delete a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
To Re-record a Phrase. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
APPENDIX A
E1-R2 and E1 ISDN PRI Installations . . . . . . . . . . . . . . . . . . . . . .421
E1 R2 CAS Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421
E1 ISDN PRI Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432
APPENDIX B
Required Service Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . .435
Service Parameters/Request Information for T1 . . . . . . . . . . . . . . . . . . . . . 435
Service Parameters/Request Information for PRI . . . . . . . . . . . . . . . . . . . . 436
Service Parameters/Request Information for E1 . . . . . . . . . . . . . . . . . . . . . 437
APPENDIX C
Network Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .439
Remote IP Phones Behind NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
APPENDIX D
Technical Support & Product Repair Services . . . . . . . . . . . . . . . .443
Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443
Product Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444
Technical Training for Administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444

xii MAXCS ACM 6.7 Administration Manual
APPENDIX E
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447
Troubleshooting VoIP: Common Symptoms and Solutions . . . . . . . . . . . . . 447
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449

MAXCS ACM 6.7 Administration Manual 1
About This Manual
This manual is designed for dealers, administrators, and technicians who are responsible
for installation, configuration, and administration of a MAX Communication Server ACM
6.7 system.
Another manual, the MAXCS Extension User Guide, covers the MAXCS end user features
and functions such as call handling and voice mail.
Related Publications
Related publications include:
•Hardware Telephony Manual
•MaxCommunicator Manual
•MaxOutlook Manual
•MaxAgent Manual
•MaxSupervisor Manual
•AltiConsole Manual
•CDR Manual
•Advanced Call Router
•AltiGen IP Phone User Manuals

2MAXCS ACM 6.7 Administration Manual

MAXCS ACM 6.7 Administration Manual 3
C HAPTER
1
Overview
MAX Communication Server (MAXCS) is AltiGen’s system software targeted for the IP
PBX and contact center market. MAXCS is designed with an intuitive easy-to-use
graphical user interface so your IT staff can easily manage the system and reduce
administrative costs. The software is designed to support voice and data
communications converged into a single data network. The mobility solutions provide
your employees working remotely with the same set of features as employees working
in the office.
The product is designed to provide contact centers with the essentials to service,
respond and track performance of contact professionals. Since MAXCS is IP-enabled and
modular, call-centric businesses are protected against growing out of their investment.
System Features
The following sections list the key features of the MAXCS system.
IP PBX Features
Account Codes - allows the user to input an account code on each call to track
telephone usage in order to bill back to clients or create a record of calls specific to a
project and to budget and forecast expenses. Forced Account Codes force the user to
input an account code on each call to track telephone usage. The administrator can
configure which extensions are required to enter an account code, and also configure the
option to require an account code for long distance calls and international calls, but not
local calls. An administrator also can block the display of the account code table in client
applications. Users can be prevented from seeing account codes they don’t need to see.
Automatic Dialing Plan Rules- Administrators can configure a call return rule based
on the country in which they reside. Applies to call return from Caller ID, Zoomerang,
and making a call from Microsoft Outlook.
Business Hours Profile - allows for setting morning and afternoon business hours for
each day of the week. Multiple business hours can be configured in a system. Also,
multiple Business Hours profiles can be assigned to DNIS Routing and Trunk In Call
Routing entries.
Busy or Ring No Answer Call Handling -sends calls to voice mail, another extension,
or AA if the called extension or group is busy or does not answer.

Overview
4MAXCS ACM 6.7 Administration Manual
Call Forwarding and Remote Call Forwarding - sends all calls to another extension,
to a workgroup/hunt group, or to an external telephone number. This allows users to
redirect their calls to another location, such as home or a branch office. Call Forwarding
can be set up either at the source extension or at the destination extension on the
system (Remote Call Forwarding). There is 10-hop limit on forwarded calls.
Call Park and Pick Up (Station) - users can park calls at one station to be picked up
at another station. Up to 50 calls may be parked at one station simultaneously. Calls
parked to a group are protected. Only group agents or the person who parked the call
can pick it up.
Call Park and Pick Up (System) - users can park calls at the system to be picked up
at another station. An ID is assigned to the call when parked. The user can pick up a
parked call by entering a feature code and the Parked ID.
Call Park Ring Back Identification to Operator - when parked calls are not picked
up, the operator is rung.
Call Restrictions - restricts users from dialing specific long distance area codes and
phone numbers. Reduces the risk of toll fraud.
Caller ID - fully supports the Bellcore Caller ID standard and displays alpha and numeric
caller ID and name on a standard analog telephone with a display. Up to 64 characters
are transmitted and displayed. If your local exchange carrier provides enhanced caller
ID, such as caller name, this information will also be displayed.
Caller ID Routing - the system administrator can define Caller IDs in a routing table
and set different routing options.
Centrex Transfer - allows the user to transfer or forward calls to an external telephone
number. Once the transfer is complete, the trunk lines are released.
Conference Call (Station) - the system supports conference calls with up to 6 parties,
including the dialing extension. You can speak privately to each person before adding
the person to the conference. The conference initiator can mute conference members
from MaxCommunicator and MaxAgent.
Conference Call (MeetMe) - multiple parties can call into a pre-scheduled conference
bridge to join a conference call. The conference host can mute or drop conference
members.
Configurable Phone Display - the system administrator can configure the Caller ID,
Name, or DNIS number displayed on a phone set.
Conversation Recording - an extension user can record a conversation to voice mail
or, with the appropriate license, to a central folder.
Dialed Digit Translation - allows the administrator to select a single dialed digit that
can be assigned to route a call to any destination. First Digit Translator allows the
administrator to select a single dialed digit that can be assigned to route a call to any
destination. Extension Dialed Digit Translator allows predefined dialed digits by an
extension to be translated into a different dialing string. The digit manipulation option
allows you to remove or add digits to a number dialed by the extension.
Dial Last Caller - allows user to dial the last caller using #69.
Direct Inward Dial (DID) - allows an incoming trunk call to directly access an
extension without IVR intervention.
Note: If your local exchange carrier provides DID service, DID calls will automatically
be steered to the appropriate destination.
Directory Name Announcement - the extension user’s directory name will be
announced to the caller before the call rings to a phone.

System Features
MAXCS ACM 6.7 Administration Manual 5
Distinctive Call Waiting Tone - allows three different call waiting tone cadences to
distinguish between internal, external, and operator calls.
Distinctive Ringing - allows three different ringing cadences to distinguish between
internal, external, and operator calls.
Do Not Disturb - blocks all calls coming into a specific extension and sends them to
preprogrammed destinations such as voice mail or the operator.
Extension Activity Display and Greeting - allows users to select from a set of pre-
defined or customized activity codes that can be played or displayed when the user is
absent. A greeting associated with the activity can be recorded and played to the caller.
The activity is displayed if the caller is a MaxCommunicator, MaxAgent, or IP phone user.
Extension Based Feature Profile - the system administrator is able to create an
extension feature profile that includes enabling and disabling of extension features.
FSK-based Message Waiting - allows message waiting that is based on frequency-
shift keying (FSK), a modulation technique for data transmission.
Hands Free (dial tone mute) Mode - by pressing #82, allows a user to leave handset
off-hook or use a headset without having to hear the dial tone.
Hands Free (Intercom) Mode - by pressing #81 while on their speaker phone, users
can receive internal calls without having to pick up the handset to answer.
Holiday Routing - routes inbound DNIS and trunk calls on designated holidays to
specified destinations. You can create separate routes for business and non-business
hours on half-day holidays. Multiple Holiday Profiles can be configured in a system. Also,
multiple Holiday Profiles can be assigned to DNIS Routing, Caller ID and Trunk In Call
Routing entries.
Hop Off Calls over VoIP or T1/PRI Tie Trunks - multiple systems at the same or
remote locations can be linked through VoIP or T1/PRI networks. Also, this feature
provides toll savings on long distance calls by allowing users to dial a remote system via
VoIP or T1/PRI trunk and then the destination phone number through PSTN.
Hunt Group - a group of extensions can be set up to perform call coverage, so that if
the first extension is busy, the next extension is hunted until a free extension is found.
If all extensions are busy, the incoming call will be queued and listen to background
music.
Individual and System Call Pick Up - allows users to answer a ringing telephone from
another station.
Intercom Call—by pressing #93 on an analog phone, users can make an intercom call
to an AltiTouch 510 or an AltiGen IP phone. If the phone is in idle state, the phone
speaker will be turned on, and the voice path is connected. If the target phone is busy,
the caller will hear a busy signal. This feature can be enabled or disabled per extension
by the administrator.
Line Park—allows for a set of 99 lines to be used as a park pool, where trunk incoming
calls can be parked automatically, (by routing/call handling treatment in
MaxAdministrator). Park Lines are organized into groups, with up to 99 groups
supported. Parked Lines can be assigned to an IP phone programmable key for call
pickup. Line Park group has busy queuing and time out transfer options.
Live Call Handling—allows a caller to hear a ringback tone when the extension user is
in voice mail, paging, transfer, or conference state. Designed primarily for the operator,
the call is shown as “ringing” in AltiConsole.
Meet-Me Conference—MeetMe conference scheduling, monitoring and control.

Overview
6MAXCS ACM 6.7 Administration Manual
Mobile Extension—allows a regular CO-connected PSTN phone, such as a home phone
or cell phone, to be used to simulate a PBX office extension. A Mobile Extension has most
of the PBX system’s call control and call center features. The trunk property is
dynamically changed between regular PSTN trunk and MobileExt trunk. The MobileExt
user has the option to press any digit to connect to a call. By pressing ** to end a call,
the system will simulate on-hook/off-hook sequence and play a dial tone to the
MobileExt user.
Multi-lingual support - supports multiple sets of system and custom language
phrases. Up to 9 different sets of language phrase can be configured. A language
preference tag can be assigned to the extension user or selected by the incoming caller.
The system plays the specified language when the extension user accesses system
features or the external caller reaches a voice mail box.
Multiple Call Waiting with Personalized Greetings—a personal queue that allows
users to handle multiple incoming calls by letting callers wait in queue until the user
answers the call. This allows users to transfer or park calls before answering the next
call in queue. Users may also record and use personalized Initial and Subsequent
greetings to be played for callers in queue.
Music on Hold—allows callers to hear music or pre-recorded messages while waiting on
hold. Music source can be either from an external audio device connected to a telephony
board audio input port, or from a pre-recorded music file played by a VoIP board.
One Number Access—a feature that eliminates “telephone tag” by allowing the caller
to find the extension user through preset numbers, according to a designated schedule.
Setup is available through the One Number Access tab of Extension Configuration and/
or the MaxCommunicator and MaxAgent client applications. An ONA password is
optional. The user can press any key to pick up an ONA call. ONA Call Screening allows
a user to enable a call screening option to ONA, where a caller is prompted to record a
caller name to continue ONA.
Operator Off-line—when this feature is enabled, all calls are directed to the AA. When
the caller dials 0 and the operator is not available, the call is routed to the operator
mailbox.
Out Call Routing Configuration—allows outgoing calls to be directed to particular
trunk routes, based on a configured dialing pattern.
Outside Call Blocking—when this feature is enabled, access to outside lines is
temporarily disallowed.
Paging (IP)—allows paging over IP to a group of internal IP phones.
Paging (analog trunk or station port) - allows paging through a Zone paging device
connected to an analog trunk or station port.
Paging (Audio-Out Port)—allows paging though a speaker connected to an audio
output port.
Personal Call Park and Pick Up—users can park calls at one station to be picked up
at another station. Up to 50 calls may be parked at one station simultaneously. Calls
parked to a group are protected. Only group agents or the person who parked the call
can pick it up.
Single Call Waiting - allows users to put an existing call on soft hold and take a second
call upon hearing a Call Waiting tone. The user can then alternate between the two calls.
SIP Third-Party Devices—allows certified third-party SIP devices (for example, a 3rd
party IP phone) to register as an IP extension. Note: A license is required to enable this
feature for an extension. (Release 5.2)
Station Log In/Log Out - enables system users to move an extension number from
one station to another, or deactivate an extension.