Altigen ACC 6.7 Instruction Manual

MAX Communication Server™
Administration
Manual
ACC 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.

MAXCS ACC 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
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 . . . . . . . . . . . . . . . . . . . . . 17
Minimum System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Supported Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Boards Supported by ACC and ACM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
MAXCS Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Preparation for Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Installing MAX Communication Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Multi-Gateway Softswitch System Installation . . . . . . . . . . . . . . . . . . . . . . 25
Redundant System Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Installing MaxAdmin on a Network Client . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Uninstalling MAXCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Troubleshooting (Error Messages) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
CHAPTER 3
Getting Around MaxAdministrator . . . . . . . . . . . . . . . . . . . . . . . . . 31
Logging In and Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Changing the Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
The MaxAdministrator Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Status Bar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
The View Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Boards View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Extension View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Trunk View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

ii MAXCS ACC 6.7 Administration Manual
Call Log View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Workgroup View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Current Resource Statistics Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Assigning Seat-Based Client Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Stopping the AltiGen Switching Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Programs Available from the Windows Start Menu . . . . . . . . . . . . . . . . . . . . 40
CHAPTER 4
System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Setting General Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Setting a System Number Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Setting Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Routing Calls on Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Configuring System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Defining System Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Blocking Calls to Area Codes from All Extensions. . . . . . . . . . . . . . . . . . . . 57
Setting Unrestricted Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Locking Attacked Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Blocking All Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Enabling Hop Off for Tie Trunks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Setting 10-Digit Dialing Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Creating Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Adding and Deleting Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Setting up Call Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Internal Database Configuration (Internal Log Service) . . . . . . . . . . . . . . . 60
External (Remote) Logging of Call Data . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Exporting Through a Local Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Country-Relevant Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Setting Toll Call Prefixes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Setting Emergency Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Dialing Plan Rules for Non-North American Country . . . . . . . . . . . . . . . . . . 62
Audio Peripheral Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Configuring Music On Hold and Recorded Announcements . . . . . . . . . . . . . 64
Setting Greeting and Update Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Configuring Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Feature Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Limitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
CHAPTER 5
Media Server and Gateway Management . . . . . . . . . . . . . . . . . . . . 69
Managing Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Setting Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Adding and Attaching a Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Detaching and Deleting a Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Changing Gateway ID and Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Media Server/Gateway Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Configuring the Applications Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

MAXCS ACC 6.7 Administration Manual iii
CHAPTER 6
Voice Mail Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Managing Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Setting Message Notification Retries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Setting Message Management Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Setting Message Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Setting Exchange Integration Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Setting E-mail Messaging Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Creating Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Defining a Distribution List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
CHAPTER 7
Auto Attendant Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Planning Is Essential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Example: AA Planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Adding Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Configuring Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Configuring Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Making Auto Attendant Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Phrase Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Using Pre-Recorded Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Recording Custom Phrases from the AltiGen Phone . . . . . . . . . . . . . . . . . . 92
Using Professionally Recorded Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
CHAPTER 8
Multilingual Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Configuration Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Creating Language Phrase Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Storing Language Phrase Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Configuring for a Multilingual System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Enabling Multilingual Support in the Auto Attendant . . . . . . . . . . . . . . . . . . . 98
Configuring the Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Extension User Can Change Language Setting . . . . . . . . . . . . . . . . . . . . . 100
Using DNIS to Set the Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Which Language Will Be Used? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
CHAPTER 9
Call Recording Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Description of the Recorded File Name . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Configuring Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Using a Remote Shared Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
CHAPTER 10
Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . 111
Application Extension Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Application Failover Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

iv MAXCS ACC 6.7 Administration Manual
Application Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Readying the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
CHAPTER 11
Board Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Using the Triton Resource Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Using the Triton MeetMe Conference Board . . . . . . . . . . . . . . . . . . . . . . . . 118
Configuring the Triton Analog Station Board . . . . . . . . . . . . . . . . . . . . . . . 118
Configuring the Triton Analog Trunk LS/GS and LS Boards . . . . . . . . . . . . . 118
Configuring the Triton VoIP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Configuring the Triton T1/E1 Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Configuring the Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Setting up Channels on the Triton T1/E1 Board . . . . . . . . . . . . . . . . . . . . 125
Installing a Channel Service Unit (CSU) . . . . . . . . . . . . . . . . . . . . . . . . . 132
Troubleshooting T1/E1—Common Symptoms . . . . . . . . . . . . . . . . . . . . . 132
Configuring Virtual Boards SIPSP and H323SP . . . . . . . . . . . . . . . . . . . . . . 133
Configuring the SIPSP Board. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Configuring the H323SP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Configuring Virtual Board HMCP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Assign HMCP Resources to IP Extensions . . . . . . . . . . . . . . . . . . . . . . . . 138
Configuring the MAX1000/2000 Board . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Configuring the Virtual MobileExtSP Board . . . . . . . . . . . . . . . . . . . . . . . . 142
CHAPTER 12
Trunk Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Trunks Out of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Channel Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Opening the Trunk Configuration Window . . . . . . . . . . . . . . . . . . . . . . . . . 144
Selecting Trunks to Set Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Configuring One or Multiple Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Setting General Trunk Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
H323 Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
SIP Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
SIP Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Configuring a SIP Trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Triton T1/E1 Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Caller ID and DID Incoming Sequence Example . . . . . . . . . . . . . . . . . . . 156
Triton Analog Trunk GS/LS Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Performing Impedance Match on Your Own. . . . . . . . . . . . . . . . . . . . . . . 159
Using the Match Impedance Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Measuring the Rx Level of a Trunk Channel . . . . . . . . . . . . . . . . . . . . . . 161
If You Need to Improve the Rx Level . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
If You Don’t Have the Milli-Watt Test Number . . . . . . . . . . . . . . . . . . . . . 162
Incoming Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Regular Trunk Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Outgoing Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

MAXCS ACC 6.7 Administration Manual v
CHAPTER 13
In Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Caller ID Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
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 for 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Configuring Group Options for an Extension . . . . . . . . . . . . . . . . . . . . . . . . 192
Setting up Station Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Setting the Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Setting an Information-Only Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Assign Exchange Integration License . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
SMTP/POP3 Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Mail Forwarding Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Setting Message Playback Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Press Zero Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Setting the Message Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 199
Emergency Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Unusual VM Activity Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Enabling Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

vi MAXCS ACC 6.7 Administration Manual
Configuring Calling Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Setting Call Restriction Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Setting Other Call Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Handling Unanswered Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Configuring One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
One Number Access Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Call Screening. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Setting Caller ID Verification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Specifying Forwarding Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Setting Up Monitor Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Configuring a Monitor List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
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 Auto-Discovery of Server IP Address . . . . . . . . . . . . . . . . . . . . 228
Setting Up DHCP Option 120. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
On the AltiGen IP Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Possible scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Disabling Auto-Discovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
When You Have Two AltiGen Servers in the Same Network. . . . . . . . . . . . 231
CHAPTER 18
Mobile Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 233
MobileExtSP Board Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Configuring the MobileExtSP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Configuring an Extension as a Mobile Extension . . . . . . . . . . . . . . . . . . . 237
Additional Configuration for MaxMobile Communicator . . . . . . . . . . . . . . . 241
Voice Mail for Mobile Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Mobile Extension Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
CHAPTER 19
Hunt Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Overview of Huntgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . . 244
Setting Up Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Establishing Basic Hunt Group Attributes . . . . . . . . . . . . . . . . . . . . . . . . 245
Setting Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Establishing Hunt Group Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

MAXCS ACC 6.7 Administration Manual vii
Setting Login Status for System Restart . . . . . . . . . . . . . . . . . . . . . . . . . 247
Setting Hunt Group Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Setting E-mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Setting Mailbox Playback Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Setting the Message Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 250
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Setting a Hunt Group’s Call Distribution Rule. . . . . . . . . . . . . . . . . . . . . . 254
Setting Queue Management Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
CHAPTER 20
Paging Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Seting up a Paging Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Adding Members to Paging Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Removing Members from Paging Groups . . . . . . . . . . . . . . . . . . . . . . . . . . 259
CHAPTER 21
Line Park Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Configuring Line Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Setting Up a Line Park Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Deleting a Line Park Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
CHAPTER 22
Workgroup Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Workgroup Functionalities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Creating and Configuring Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Overview of Workgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . . 268
Setting Up Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Establishing Basic Workgroup Attributes . . . . . . . . . . . . . . . . . . . . . . . . . 269
Setting Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Service Level Threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Workgroup Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Establishing Workgroup Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Log In/Out a Group Member . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Setting Login Status for System Restart . . . . . . . . . . . . . . . . . . . . . . . . . 274
Setting Workgroup Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Setting E-mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Setting Mailbox Playback Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275

viii MAXCS ACC 6.7 Administration Manual
Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Press Zero Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Voice Mail Access Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Setting the Message Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 277
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Handling Unanswered Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Number of Rings Before Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Setting IntraGroup Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Queue Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Setting Queue Phrase Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Queue Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Expected Wait Time Sampling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Queue Overflow Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Quit Queue Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Supervisor Queue Control. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
Agent Logout Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
MaxCall Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Adding a Transmitted CID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Editing a Transmitted CID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
CHAPTER 23
Managing and Using MeetMe Conference . . . . . . . . . . . . . . . . . . 287
Setting the MeetMe Conference Extension . . . . . . . . . . . . . . . . . . . . . . . . . 288
MeetMe Conference Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Working in the MeetMe Conference Window . . . . . . . . . . . . . . . . . . . . . . . 289
Creating a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Modifying the E-mail Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . . . . . . . . . 294
Joining a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
CHAPTER 24
Network Configuration Guidelines
for VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
ISP/Intranet Quality of Service (QoS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
Virtual LANs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
Ethernet II Framing Header . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
To specify the priority value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
Enabling VLAN. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
WAN Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
WAN Router Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299

MAXCS ACC 6.7 Administration Manual ix
Firewall Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Network Using NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Network Configuration Guidelines for AltiGen IP Phones . . . . . . . . . . . . . . . 299
Configuration Guidelines for NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
Private Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . 300
VPN Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
CHAPTER 25
Enterprise VoIP Network Management . . . . . . . . . . . . . . . . . . . . 305
Understanding VoIP Bandwidth Requirements . . . . . . . . . . . . . . . . . . . . . . 306
Opening Enterprise Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
The Enterprise Manager screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Changing the Enterprise Manager Password . . . . . . . . . . . . . . . . . . . . . . 309
Setting VoIP Codec Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
Assigning Codec Profiles to IP Addresses . . . . . . . . . . . . . . . . . . . . . . . . . . 313
Defining IP Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Defining Your Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Configuring a Public or Intranet Pipe . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
Configuring AltiServ Behind NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 318
Defining the IP Dialing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
The Multi-site VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322
Creating a Multi-site VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322
Declaring Additional Servers for the VoIP Domain . . . . . . . . . . . . . . . . . . 323
Working with Servers in the VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . 324
Adding a Server to a VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
Rejoining a Server to the VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . 326
Setting an Alternate Server for AltiGen IP Phones . . . . . . . . . . . . . . . . . . 327
Managing VoIP Domain Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
PSTN Failover When the TCP/IP Network is Down . . . . . . . . . . . . . . . . . . 330
The Scope of an Extension in the VoIP domain . . . . . . . . . . . . . . . . . . . . 330
Changing an Extension’s Scope from Local to Global . . . . . . . . . . . . . . . . 332
Changing an Extension’s Scope from Global to Local . . . . . . . . . . . . . . . . 333
Relocating a Global Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
Redirecting AltiGen IP Phones When a Server Is Down . . . . . . . . . . . . . . . 336
Configuring Departments in a Multi-site Domain . . . . . . . . . . . . . . . . . . . . . 337
Configuring Global Least Cost Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
When Information May Be Out of Sync . . . . . . . . . . . . . . . . . . . . . . . . . . . 340
CHAPTER 26
Redundancy Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341
Cases When Switchover Occurs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
How Calls Are Affected When Switchover Occurs . . . . . . . . . . . . . . . . . . . . 343
Requirements for Other System Components . . . . . . . . . . . . . . . . . . . . . . . 343
Firmware Requirement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Software Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Initial Device Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Configuration Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
At the Primary Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345

x MAXCS ACC 6.7 Administration Manual
At the Secondary Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
Checking the Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Configuring the NICs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
Configuring the VM Server for NAT Support . . . . . . . . . . . . . . . . . . . . . . . . 349
Monitor Status, Configure Addresses for Enterprise and VM Servers . . . . . . . 350
When the Address of the Softswitch Server Changes . . . . . . . . . . . . . . . . . 351
Manually Switching Over . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
Things to Check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
Getting Notified When the System Switches Over . . . . . . . . . . . . . . . . . . . 353
Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
Bootup/Shut Down Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
Configure Only on Active System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
CHAPTER 27
System Report Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
System Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
IP Cumulative Traffic Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
Resetting Cumulative Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
Using SNMP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
SNMP Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
Configuring MAXCS for SNMP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
List of Traps Sent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
CHAPTER 28
Microsoft Exchange Integration . . . . . . . . . . . . . . . . . . . . . . . . . 363
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
When You Install MAXCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
Exchange Integration Configuration Steps . . . . . . . . . . . . . . . . . . . . . . . . . 365
Additional Steps for Bridged Access and
Native VM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
Configuring UM Settings for Each User . . . . . . . . . . . . . . . . . . . . . . . . . . 371
Configuring for Out Calling from UM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
Configuring in MaxAdmin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
When You Create a New Mailbox User . . . . . . . . . . . . . . . . . . . . . . . . . . . 380
Testing for Synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380
Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382
CHAPTER 29
TAPI Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Installing the TAPI Proxy Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Setting Up the Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Install the AltiGen TAPI Service Provider on the Client . . . . . . . . . . . . . . . 384
Set Up Phone and Modem Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
Set Up Phone Dialer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386
Testing TAPI Service Provider on the Client System . . . . . . . . . . . . . . . . . 387

MAXCS ACC 6.7 Administration Manual xi
Making a Call in Microsoft Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387
Changing TAPI Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . 389
CHAPTER 30
Tools and Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391
AltiGen Board Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391
CT-Bus Test Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392
Backup and Restore Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392
Backing Up Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393
Scheduling Backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393
Restoring Backed up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394
MAXCS Admin & Extension Security Checker . . . . . . . . . . . . . . . . . . . . . . . 394
Checking Extension Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 395
Start & Stop All AltiGen Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396
Trace Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400
Voice File Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400
Read Config . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401
Work/Hunt Group Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 402
Exporting and Importing Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404
Importing Extensions from a .csv File . . . . . . . . . . . . . . . . . . . . . . . . . . . 404
Importing Extensions from the Active Directory . . . . . . . . . . . . . . . . . . . . 405
Exporting the Extensions in a MAXCS System . . . . . . . . . . . . . . . . . . . . . 407
AltiGen Custom Phrase Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407
Creating a New Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409
Playing a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
Editing a Phrase Name or Description . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
To Delete a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411
To Re-record a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411
APPENDIX A
E1-R2 and E1 ISDN PRI Installations . . . . . . . . . . . . . . . . . . . . . 413
E1 R2 CAS Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413
E1 ISDN PRI Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424
APPENDIX B
Required Service Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Service Parameters/Request Information for T1 . . . . . . . . . . . . . . . . . . . . . 427
Service Parameters/Request Information for PRI . . . . . . . . . . . . . . . . . . . . 428
Service Parameters/Request Information for E1 . . . . . . . . . . . . . . . . . . . . . 429
APPENDIX C
Network Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431
Remote IP Phones Behind NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433

xii MAXCS ACC 6.7 Administration Manual
APPENDIX D
Technical Support & Product Repair Services . . . . . . . . . . . . . . . 435
Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
Product Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436
Technical Training for Administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436
APPENDIX E
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
Troubleshooting VoIP: Common Symptoms and Solutions . . . . . . . . . . . . . . 439
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441

MAXCS ACC 6.7 Administration Manual 1
About This Manual
This guide is designed for dealers, administrators, and technicians who are responsible
for installation, configuration, and administration of a MAXCS ACC system.
Another manual, the MAXCS Extension User Guide, covers the MAXCS ACC 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
•AltiGen IP Phone User Manuals

2MAXCS ACC 6.7 Administration Manual

MAXCS ACC 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.

Chapter 1: Overview
4MAXCS ACC 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.

Chapter 1: Overview
MAXCS ACC 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 an 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.

Chapter 1: Overview
6MAXCS ACC 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 or 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.