Altigen MAXCS ACM 6.0 Instruction Manual

MAX Communication Server™
Administration
Manual
ACM 6.0
10/2008 4413-0001-6.0

WARNING! Toll fraud is committed when individuals unlawfully gain access to customer
telecommunication systems. This is a criminal offense. Currently, we do not know of any
telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc.
will not accept liability for any damages, including long distance charges, which result from unauthorized
and/or unlawful use. Although AltiGen Communications, Inc. has designed security features into its
products, it is your sole responsibility to use the security features and to establish security practices
within your company, including training, security awareness, and call auditing.
NOTICE: While every effort has been made to ensure accuracy, AltiGen Communications, Inc., will not
be liable for technical or editorial errors or omissions contained within the documentation. The
information contained in this documentation is subject to change without notice.
This documentation may be used only in accordance with the terms of the AltiGen Communications, Inc.,
License Agreement.
MAX Communication Server, MaxAdministrator, MaxCommunicator, Enterprise Manager, AltiServ,
AltiLink, AltiConsole, VRPlayer, Zoomerang, IPTalk, Alti-Mobile Extension, 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.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: [phone] E-mail: [e-mail]
Fax: [phone] Web site: www.altigen.com
Copyright © AltiGen Communications, Inc. 2008. All rights reserved.
4413-0001-6.0

MAXCS ACM 6.0 Administration Manual i
Contents
ABOUT THIS MANUAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CHAPTER 1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Technology Enhancements in Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Microsoft Exchange 2007 Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
HMCP/Media Server Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
PBX New Features and Enhancements. . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Client Applications New Features and Enhancements . . . . . . . . . . . . . . . . . 4
Key System Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
IP PBX Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Automatic Call Distribution Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Auto Attendant (AA) Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Voice Mail Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Internet Integration Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
System and Administration Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Voice over IP Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Multi-Site VoIP Management - Enterprise Manager . . . . . . . . . . . . . . . . . . 16
Optional Add-On Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
CHAPTER 2
System Requirements and Installation . . . . . . . . . . . . . . . . . . . . .21
Minimum System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Supported Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
CPU, Memory, and HDD Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . 22
MAXCS Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Preparation for Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Installing MAX Communication Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Installing MaxAdmin on a Network Client . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Uninstalling MAXCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Troubleshooting (Error Messages) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
CHAPTER 3
Getting Around MaxAdministrator . . . . . . . . . . . . . . . . . . . . . . . . .29
Logging In and Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Changing the Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
The MaxAdministrator Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
The View Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Boards View Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

ii MAXCS ACM 6.0 Administration Manual
Extension View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Trunk View Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Call Log View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Workgroup View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Current Resource Statistics Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Assigning Client Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Stopping the AltiGen Switching Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Programs Available from the Windows Start Menu . . . . . . . . . . . . . . . . . . . . .39
CHAPTER 4
System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Setting General Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Setting a System Number Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Setting Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Routing Calls on Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Configuring System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Defining System Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Blocking Calls to Area Codes from All Extensions . . . . . . . . . . . . . . . . . . . 56
Setting Unrestricted Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Locking Attacked Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Blocking All Outgoing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Enabling Hop Off for Tie Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Setting 10-Digit Dialing Area Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Creating Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Adding and Deleting Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Setting up Call Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Internal Database Configuration (Internal Log Service) . . . . . . . . . . . . . . . 59
External (Remote) Logging of Call Data . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Exporting Through a Local Port. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Country-Relevant Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Setting Toll Call Prefixes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Setting Emergency Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Dialing Plan Rules for Non-North American Country. . . . . . . . . . . . . . . . . . 62
Audio Peripheral Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Setting Greeting and Update Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Configuring Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Feature Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Changing Gateway ID and Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Media Server/Gateway Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . 75

MAXCS ACM 6.0 Administration Manual iii
CHAPTER 6
Voice Mail Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77
Managing Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Setting Message Notification Retries . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Setting Message Management Options . . . . . . . . . . . . . . . . . . . . . . . . . . 79
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
Editing Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Configuring Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Making Auto Attendant Assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Phrase Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Using Pre-Recorded Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Recording Custom Phrases from the AltiGen Phone. . . . . . . . . . . . . . . . . . 93
Using Professionally Recorded Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . 93
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
Application Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

iv MAXCS ACM 6.0 Administration Manual
Readying the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
CHAPTER 11
Board Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Using the Triton Resource Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Using the Triton MeetMe Conference Board . . . . . . . . . . . . . . . . . . . . . . . . 117
Configuring the Triton Analog Station Board . . . . . . . . . . . . . . . . . . . . . . . 117
Configuring the Triton Analog Trunk LS/GS and LS Boards . . . . . . . . . . . . . 118
Configuring the Triton VoIP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Configuring the Triton T1/E1 Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Assign HMCP Resources to IP Extensions . . . . . . . . . . . . . . . . . . . . . . . . 137
Configuring the MAX Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Configuring the Virtual MobileExt 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Setting General Trunk Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
H323 Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
SIP Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
SIP Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Configuring a SIP Trunk. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Triton T1/E1 Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Caller ID and DID Incoming Sequence Example . . . . . . . . . . . . . . . . . . . 155
Triton Analog Trunk GS/LS Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Performing Impedance Match on Your Own . . . . . . . . . . . . . . . . . . . . . . 159
Using the Match Impedance Button. . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Measuring the Rx Level of a Trunk Channel . . . . . . . . . . . . . . . . . . . . . . 160
If You Need to Improve the Rx Level . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
If You Don’t Have the Milli-Watt Test Number. . . . . . . . . . . . . . . . . . . . . 161
Incoming Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Regular Trunk Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Web IP Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Outgoing Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
CHAPTER 13

MAXCS ACM 6.0 Administration Manual v
In Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . .167
Caller ID Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Adding and Deleting Caller ID Route Entries . . . . . . . . . . . . . . . . . . . . . . 168
Defining Caller ID Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Setting Default Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Working on Dialing Patterns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Configuration Example - Solving 10-digit Dialing . . . . . . . . . . . . . . . . . . . . . 180
Resolving Dialing Delay for Non-USA/Canada Countries . . . . . . . . . . . . . . . . 182
CHAPTER 15
Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .185
About the Apply To Button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Setting up Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Setting Personal Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Account Code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Call Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Physical Location and Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Setting the Line Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
IP Extension Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Phone Display Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Configuring Group Options for an Extension . . . . . . . . . . . . . . . . . . . . . . . . 194
Setting up Station Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Setting the Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Setting an Information-Only Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Disabling a Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Assign Exchange Integration License. . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
SMTP/POP3 Setting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Mail Forwarding Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Setting Message Playback Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Press “0” Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Setting the Message Types for Notification. . . . . . . . . . . . . . . . . . . . . . . . 201
Emergency Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Unusual VM Activity Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Setting Notification Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Setting Notification Business Hours. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Enabling Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Configuring Calling Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Setting Call Restriction Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

vi MAXCS ACM 6.0 Administration Manual
Setting Other Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Forwarding All Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Handling Busy Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Configuring One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
One Number Access Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Call Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Setting Caller ID Verification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Specifying Forwarding Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Setting Up Monitor Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Configuring a Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
CHAPTER 16
Setting Up IP Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Setting an IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Setting VoIP Codec for IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
CHAPTER 17
AltiGen IP Phone Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 223
CHAPTER 18
Mobile Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 229
Mobile Extension Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Setting Up a Mobile Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Voice Mail for Mobile Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Mobile Extension Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
CHAPTER 19
Hunt Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Overview of Huntgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . 240
Setting Up Huntgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Establishing Basic Hunt Group Attributes . . . . . . . . . . . . . . . . . . . . . . . . 241
Setting Call Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Establishing Hunt Group Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Setting Login Status for System Restart. . . . . . . . . . . . . . . . . . . . . . . . . 243
Setting Hunt Group Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Synchronizing with Exchange Server . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Setting E-mail Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Setting Mailbox Playback Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Setting the Message Types for Notification. . . . . . . . . . . . . . . . . . . . . . . 246
Setting the Type of Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

MAXCS ACM 6.0 Administration Manual vii
Setting Notification Business Hours. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Setting a Hunt Group’s Call Distribution Rule . . . . . . . . . . . . . . . . . . . . . . 250
Setting Queue Management Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
CHAPTER 20
Paging Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . .253
CHAPTER 21
Line Park Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .257
CHAPTER 22
Workgroup Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .261
Workgroup Functionalities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Creating and Configuring Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Overview of Workgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . . 264
Setting Up Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Establishing Basic Workgroup Attributes . . . . . . . . . . . . . . . . . . . . . . . . . 265
Setting Call Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Service Level Threshold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Workgroup Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Establishing Workgroup Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Log In/Out a Group Member . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Setting Login Status for System Restart . . . . . . . . . . . . . . . . . . . . . . . . . 271
Setting Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Setting Up Skill Based Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Setting Rules for Skill Based Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Setting Workgroup Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Disabling a Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Synchronizing with Exchange Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Setting E-mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Setting Mailbox Playback Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Press “0” Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Voice Mail Access Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Setting the Message Types for Notification. . . . . . . . . . . . . . . . . . . . . . . . 281
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Setting Notification Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Setting Notification Business Hours. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
Number of Rings Before Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285

viii MAXCS ACM 6.0 Administration Manual
Setting IntraGroup Call Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Queue Management - Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Menu Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Queue Overflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Application Extension Queue Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Agent Logout Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
Modifying the E-mail Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . . . . . . . . . 304
Joining a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
CHAPTER 24
Network Configuration Guidelines for VoIP . . . . . . . . . . . . . . . . 307
ISP/Intranet Quality of Service (QoS) . . . . . . . . . . . . . . . . . . . . . . . . . . . 307
WAN Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307
WAN Router Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Firewall Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Network Using NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Network Configuration Guidelines for AltiGen IP Phones . . . . . . . . . . . . . . . 309
Configuration Guidelines for NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
Private Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . 309
VPN Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
CHAPTER 25
Enterprise VoIP Network Management . . . . . . . . . . . . . . . . . . . . 315
Understanding VoIP Bandwidth Requirements . . . . . . . . . . . . . . . . . . . . . . . 316
Opening Enterprise Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
Changing the Enterprise Manager Password . . . . . . . . . . . . . . . . . . . . . . 319
Setting VoIP Codec Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320
Assigning Codec Profiles to IP Addresses . . . . . . . . . . . . . . . . . . . . . . . . . 322
Defining IP Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324

MAXCS ACM 6.0 Administration Manual ix
Defining Your Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
Configuring a Public or Intranet Pipe. . . . . . . . . . . . . . . . . . . . . . . . . . . . 326
Configuring AltiServ 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
Adding a Server to a VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
Rejoining a Server to the VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . 336
Managing Domain Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
The Scope of an Extension in the VoIP Domain . . . . . . . . . . . . . . . . . . . . 338
Changing an Extension’s Scope from Local to Global. . . . . . . . . . . . . . . . . 340
Changing an Extension’s Scope from Global to Local. . . . . . . . . . . . . . . . . 341
Relocating a Global Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
Configuring Departments in a Multi-site VoIP Domain . . . . . . . . . . . . . . . . . 344
Configuring Global Least Cost Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
When Information May Be Out of Sync . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
CHAPTER 26
System Report Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . .349
System Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
IP Cumulative Traffic Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350
Resetting Cumulative Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
CHAPTER 27
Microsoft Exchange Integration . . . . . . . . . . . . . . . . . . . . . . . . . .353
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
Exchange Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356
Exchange Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360
Enabling the Exchange Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
Enable Exchange Integration in MaxAdmin . . . . . . . . . . . . . . . . . . . . . . . . . 366
Testing the Exchange Server Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367
Troubleshooting Tips. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
Additional Steps for Bridged Access and
Native VM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370
Additional Configuration for Native VM Integration . . . . . . . . . . . . . . . . . . 373
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
CHAPTER 28
TAPI Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .375
Installing the TAPI Proxy Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375
Setting Up the Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
Install the AltiGen TAPI Service Provider on the Client . . . . . . . . . . . . . . . 376
Set Up Phone and Modem Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
Set Up Phone Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
Testing TAPI Service Provider on the Client System . . . . . . . . . . . . . . . . . 379

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Making a Call in Microsoft Outlook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379
Changing TAPI Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . 381
CHAPTER 29
Tools and Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
AltiGen Board Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
CT-Bus Test Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
Backup and Restore Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
Backing Up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 385
Scheduling Backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 385
Restoring Backed up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386
MaxAdmin & Extension Security Checker . . . . . . . . . . . . . . . . . . . . . . . . . 387
Checking Extension Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388
Start & Stop All AltiGen Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
Trace Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393
Voice File Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394
Read Config . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 395
Work/Hunt Group Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396
APPENDIX A
E1-R2 and E1 ISDN PRI Installations . . . . . . . . . . . . . . . . . . . . . 399
E1 R2 CAS Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 399
E1 ISDN PRI Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411
APPENDIX B
Required Service Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 415
Service Parameters/Request Information for T1 . . . . . . . . . . . . . . . . . . . . 415
Service Parameters/Request Information for PRI . . . . . . . . . . . . . . . . . . . . . 417
Service Parameters/Request Information for E1 . . . . . . . . . . . . . . . . . . . . 418
APPENDIX C
Network Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
Remote IP Phones Behind NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
APPENDIX D
Technical Support & Product Repair Services . . . . . . . . . . . . . . . 423
Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
Product Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424
Technical Training for Administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424
APPENDIX E
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Troubleshooting VoIP—Common Symptoms and Solutions . . . . . . . . . . . . . 427
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429

MAXCS ACM 6.0 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 MAX Communication Server ACM
6.0 system.
Another manual, the AltiServ 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
•AltiAgent Manual
•AltiSupervisor Manual
•AltiConsole Manual
•CDR Manual
•Advanced Call Router
•Alti-IP 600 Administration Manual
•IP 710 User Manual
•IP 705 User Manual

2MAXCS ACM 6.0 Administration Manual

MAXCS ACM 6.0 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.
Technology Enhancements in Release 6.0
The following sections list the enhancements made to MAX Communication Server
Release 6.0.
Microsoft Exchange 2007 Support
Supports three Exchange integration modes:
•Synchronize with Exchange 2003/2007 (traditional integration with performance
improvement)
•Bridged access to Exchange 2007. In this mode, the AltiGen voice mail will provide
an option to the user to access Exchange 2007's speech enabled voice mail system.
•Native VM integration with Exchange 2007. In this mode, AltiServ will use Exchange
2007 as "Native VM" storage for a system-wide integration with all the AltiGen
extensions as a unified messaging enabled Exchange account.
SIP TCP support is added in the IP dialing table in Enterprise Manager for Exchange 2007
integration.
HMCP/Media Server Support
Supports Host Media Control Process (HMCP). HMCP is software that handles voice
processing, such as G.723/G.729 codec, tone generation, conference mixer, echo
cancellation and so on.

Chapter 1: Overview
4MAXCS ACM 6.0 Administration Manual
Where a Softswitch and multiple gateways are involved, HMCP is required, and AltiGen
HMCP Licenses are needed.
MAX Communication Server Release 6.0 includes the following HMCP resources:
•HMCP G.711 only codec (up to 1,000 sessions)
•HMCP G.711/G.723/G.729 combo codec (up to 200 sessions)
•HMCP station-based conference member resources (up to 40 bridges with max 120
members)
•HMCP MeetMe conference bridge member resources (up to 20 bridges with max 120
members, max 30 members per bridge)
•HMCP Supervision resources (up to 20 supervision bridges with 60 members)
The number of resources is licensed through the license file. After a proper license file is
applied, the system administrator can dynamically increase the number of HMCP
resources without restarting the AltiServ system.
PBX New Features and Enhancements
Automatic Dialing Plan Rules- Administrators can configure a call return rule based
on the country in which they reside, greatly improving the call return feature in non-U.S.
countries. Applies to call return from Caller ID, Zoomerang, and making a call from
Microsoft Outlook. The configuration is located in the System Configuration window,
Country Relevant tab.
Account Code Table Display Blocking - An administrator 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. The configuration is located in Extension Configuration,
General tab.
New and Heard Voicemails Announced - Heard voicemails are announced, as well as
new and saved voicemails, when users access voicemail.
TAPI 3.1 - Supported for Windows VISTA.
Copy AA Configuration - An AA configuration can be copied, forming the template for
a new AA.
Log In and Log Out - An administrator can log in and log out a workgroup member
from the Workgroup Configuration window in MaxAdministrator.
Department Field - A department field is added to an extension. Departments can be
added to a department table in Enterprise Manager. A department can also be assigned
to a global extension and can be seen across the Enterprise VoIP domain. In
MaxAdministrator, the department field is displayed as a read-only value in the
Extension General page. In MaxCommunicator, department information can be seen in
the Directory and Monitor tabs.
IP Phone Programmable Key and Account Codes - When AltiGen IP phone button is
configured to quickly tag a call with an account code (using Admin Defined #), no
disruption occurs.
License Menu - A new selection on the main menu, License, makes it easy to verify
and assign licenses.
Client Applications New Features and Enhancements
MaxCommunicator
•Improved, Microsoft .NET-based graphical user interface

Chapter 1: Overview
MAXCS ACM 6.0 Administration Manual 5
•Microsoft Office Communications Server (OCS) integration
•E.164 support for call history and return calls
•E.164 number support when dialing from Outlook
•A department field is displayed in the Directory and Monitor tabs
AltiAgent
•E.164 support for call history and return calls
•E.164 number support when dialing from Outlook

Chapter 1: Overview
6MAXCS ACM 6.0 Administration Manual
Key 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.
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.
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 AltiAgent.
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.

Chapter 1: Overview
MAXCS ACM 6.0 Administration Manual 7
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.
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, AltiAgent, 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.

Chapter 1: Overview
8MAXCS ACM 6.0 Administration Manual
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.
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 AltiAgent 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.