Altigen AltiContact Manager Version 5.0 Instruction Manual

AltiContact Manager™
Version 5.0
Administration Manual
Revised 12/2004 4413-0001-5.0

WARNING!
Toll fraud is committed when individuals unlawfully gain access to
customer telecommunication systems. This is a criminal offense.
Currently, we do not know of any telecommunications system that is
immune to this type of criminal activity. AltiGen Communications, Inc.
will not accept liability for any damages, including long distance charges,
which result from unauthorized and/or unlawful use. Although AltiGen
Communications, Inc. has designed security features into its products, it is
your sole responsibility to use the security features and to establish security
practices within your company, including training, security awareness, and
call auditing.
NOTICE
While every effort has been made to ensure accuracy, AltiGen
Communications, Inc. will not be liable for technical or editorial errors or
omissions contained within the documentation. The information contained
in this documentation is subject to change without notice.
This documentation may be used only in accordance with the terms of the
AltiGen Communications, Inc. License Agreement.
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [email protected]
Web site: www.altigen.com
TRADEMARKS
AltiContact Manager, AltiGen, AltiServ, AltiWare, AltiLink, AltiConsole,
AltiAdmin, Alti-IP 600, Alti-MSCRM, Alti-VRPlayer, Zoomerang, and
Dynamic Messaging are trademarks or registered trademarks of AltiGen
Communications, Inc.
All other brand names mentioned are trademarks or registered trademarks
of their respective manufacturers.
Copyright © AltiGen Communications, Inc. 1998-2004. All rights
reserved.
Printed in U.S.A. 12/2004 4413-0001-5.0

AltiContact Manager Administration Manual i
Contents
Preface:AboutThisManual........................1-xxix
Chapter 1
Overview ........................................1-1
KeyAltiContactManagerCharacteristics............... 1-3
CallCenter/IPPBXFeatures........................ 1-6
AutomaticCallDistributionFeatures................ 1-12
IVRFeatures................................... 1-17
AltiGen Voice Mail Features. . . . . . . . . . . . . . . . . . . . . . . 1-18
InternetIntegrationFeatures....................... 1-20
SystemAdministrationFeatures.................... 1-22
T1/PRI/E1Features.............................. 1-24
VoiceoverIPFeatures............................ 1-25
Voice over IP Session Support AltiContact Manager Features 1-27
AltiWare Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-28
OptionalAdd-OnSoftware........................ 1-29
OptionalAdd-OnProducts ........................ 1-31
OptionalKits................................... 1-31
Chapter 2
SystemRequirements..............................2-1
HardwareRequirements............................ 2-1
SystemKeyRequirement .......................... 2-1
Selecting the AltiContact Manager Platform. . . . . . . . . . . . 2-1
MinimumSystemRequirements..................... 2-1
ProperGroundingandLoopCurrent.................. 2-3
UninterruptiblePowerSupply(UPS) ................. 2-3
OperatingEnvironment............................ 2-3
AltiGen Telephony Boards 4
FunctionalSpecifications........................... 2-5
AltiGen Board Installation. . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
AltiGen Board Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
SystemLimitations .............................. 2-11
PowerRequirements............................. 2-12
HeatFactor..................................... 2-13

ii AltiContact Manager Administration Manual
Installing a Cooling Fan . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-13
ProperBoardHandlingProcedures ..................2-14
ElectrostaticDischarge(ESD)Warning............... 2-14
OperatingEnvironment............................ 2-14
PackagingforShipmentandStorage................. 2-16
AltiContact Manager Conference Resource Limits . . . . . . 2-17
Chapter 3
SoftwareInstallation...............................3-1
AltiContactManagerasaWindowsService .............3-2
PreparingtoInstallAltiContactManager ...............3-2
FirewallConsiderations............................3-3
Licensing ........................................3-5
UnsupportedLicenses..............................3-6
Registration ......................................3-7
DealerInstallationID..............................3-7
RegistrationMethods..............................3-8
Upgrades.........................................3-9
BeforeNewInstallation ............................ 3-11
ToBeginNewInstallation .......................... 3-11
BeforeUpgrade .................................. 3-18
BackupDatabase.................................3-18
Shutting Down the AltiGen Switching Service . . . . . . . . . 3-18
StationSpeedDialingChange ...................... 3-19
ToBeginUpgrade ................................ 3-20
OnlineLicenseRegistrationProcedures............... 3-27
Manual Online License Registration Procedure. . . . . . . . . 3-36
OfflineRegistrationProcedures..................... 3-44
WindowsEmergencyRepairDisk.................... 3-44
Installing ACM Administrator on Remote Systems . . . . . . 3-44
RunningACMAdministrator........................ 3-45
Shutting Down AltiContact Manager when Changing or Adding Hard-
ware.............................................. 3-46
Transferring the AltiContact Manager to Another Server Chassis 3-46
AltiContactManagerUninstall ...................... 3-47
SoftwareInstallationTroubleshooting................. 3-48
Chapter 4
GettingAroundACMAdministrator .................4-1

AltiContact Manager Administration Manual iii
AltiContactManagerAdministrator ................... 4-1
LogginginfortheFirstTime........................ 4-1
The AltiContact Manager Main Window 2
TheMainMenu.................................. 4-3
QuickAccessToolbar ............................. 4-3
TheViewWindows ................................ 4-5
BoardsViewWindow ............................. 4-5
AgentExtensionViewWindow...................... 4-6
TrunkViewWindow.............................. 4-7
WorkgroupViewWindow.......................... 4-8
CallLogViewWindow............................ 4-9
IPTrunkCurrentTrafficStatisticsWindow ............ 4-9
StatusBar...................................... 4-10
LoggingIn ...................................... 4-10
ChangingthePassword ............................ 4-11
StoppingtheAltiGenSwitchingService............... 4-11
Chapter 5
SystemConfiguration..............................5-1
SettingGeneralParameters .......................... 5-2
SettingaSystemNumberPlan ....................... 5-4
Assigning Trunk, Feature, IP Trunk, & Route Access. . . . . 5-9
SettingBusinessHours ............................ 5-10
RoutingCallsonHolidays.......................... 5-13
ConfiguringSystemSpeedDialing ................... 5-14
DefiningSystemCallRestrictions ................... 5-16
Blocking Calls to Area Codes from All Extensions. . . . . . 5-17
SettingTollFreeAreaCodes....................... 5-17
LockingAttackedExtensions....................... 5-18
BlockingAllOutgoingCalls....................... 5-18
EnablingHopOffforTieTrunks.................... 5-18
CreatingAccountCodes ........................... 5-19
AddingandDeletingAccountCodes................. 5-20
SettingupCallReports ............................ 5-20
Internal Database Configuration (Internal Logger Service) 5-22
:External(Remote)LoggingofCallData ............. 5-22
ExportingThroughaLocalPort..................... 5-23
CountryRelevant ................................. 5-23
SettingTollCallPrefixes.......................... 5-24
SettingEmergencyNumbers....................... 5-25

iv AltiContact Manager Administration Manual
SettingtheTDMBusMode........................ 5-25
CT-BusClockConfiguration........................ 5-25
AudioPeripheralConfiguration...................... 5-26
Configuring Music On Hold and Recorded Announcements 5-27
SettingGreetingandUpdatePrompts................ 5-29
ConfiguringOverheadPaging...................... 5-29
Activity ........................................ 5-29
Chapter 6
BoardConfiguration...............................6-1
UsingtheTritonResourceBoard ..................... 6-2
ConfiguringtheQuantumBoard ...................... 6-2
ConfiguringtheTritonAnalogStationBoard ............ 6-4
Configuring the Triton Analog Trunk LS/GS and LS Boards 6-6
ConfiguringtheTritonVoIPBoard.................... 6-7
VoiceoverIP.................................... 6-8
TritonVoIPBoard................................ 6-8
BoardInstallation................................. 6-9
Troubleshooting—Common Symptoms and Solutions . . . 6-10
ConfiguringtheTritonT1/E1/PRIBoard .............. 6-11
ServiceParametersforT1 ......................... 6-12
ServiceParametersforPRI......................... 6-13
ServiceParametersforE1 ......................... 6-15
BoardConfiguration.............................. 6-16
Triton T1 Configuration - Triton T1/PRI/E1 Dialog Box . 6-18
Setting up T1, PRI or E1 Channels on the Triton T1/PRI Board 6-25
Installing a Channel Service Unit (CSU) to the Triton T1 or T1/E1/PRI
Board....................................... 6-31
Troubleshooting—Common Symptoms. . . . . . . . . . . . . . . 6-32
Chapter 7
TrunkConfiguration ..............................7-1
SelectingTrunkstoSetAttributes.................... 7-2
SettingGeneralTrunkAttributes...................... 7-3
QuantumTrunkProperties.......................... 7-5
TritonAnalogTrunkProperties...................... 7-9
TritonAnalogTrunkGS/LSProperties............... 7-11
TritonVoIPTrunkConfiguration.................... 7-13
TritonT1/PRITrunkProperties..................... 7-17

AltiContact Manager Administration Manual v
IncomingCallRouting ............................ 7-20
OutgoingCallBlocking............................ 7-22
Chapter 8
VoiceMailConfiguration ..........................8-1
ManagingMessages................................ 8-1
Setting Message Notification Retries. . . . . . . . . . . . . . . . . . 8-2
Setting Message Management Options . . . . . . . . . . . . . . . . 8-3
Setting Message Recording Options . . . . . . . . . . . . . . . . . . 8-3
Setting E-mail Messaging Options . . . . . . . . . . . . . . . . . . . 8-4
SynchronizingE-mailwithExchange................. 8-5
CreatingDistributionLists .......................... 8-5
DefiningaDistributionList......................... 8-6
Chapter 9
VoIPConfiguration ...............................9-1
DefininganIPDialingTable......................... 9-1
AbouttheLocationIDDigitLength.................. 9-1
DefiningtheIPDialingTable....................... 9-2
Setting the Location ID Digit Length. . . . . . . . . . . . . . . . . . 9-3
DefiningRemoteLocations......................... 9-3
Setting VoIP Codecs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5
NetworkConfigurationGuidelinesforVoIP ............ 9-9
Network Configuration Guidelines for the Alti-IP 600 Series of IP
Phones............................................ 9-11
ConfigurationGuidelinesforNAT ................... 9-12
AltiGatekeeperInstallation ........................ 9-13
IPPhoneConfiguration........................... 9-13
NAT.......................................... 9-14
FirewallConsiderations............................ 9-27
Setting up H.323 Traffic Forwarding for NAT . . . . . . . . . . 9-28
AltiWareNATSupportFeature..................... 9-29
AltiGenIPPhoneNATSupportFeature.............. 9-30
Setting Up an AltiContact Manager-to-AltiContact Manager IP Net-
work ............................................. 9-31
Chapter 10
OutCallRoutingConfiguration ....................10-1

vi AltiContact Manager Administration Manual
WorkingwithRouteDefinitions .....................10-2
Setting Default Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-4
AboutCallRoutingand911Calls ...................10-5
Setting Dialing Pattern Routing . . . . . . . . . . . . . . . . . . . . . . 10-6
Chapter 11
IVRConfiguration................................11-1
PlanningisEssential..............................11-1
Example: IVR Planning 2
AddingIVRs.....................................11-3
EditingIVRs.....................................11-4
ConfiguringMenuItems...........................11-5
MakingIVRAssignments..........................11-9
PhraseManagement ...............................11-9
UsingPre-RecordedPrompts......................11-10
RecordingCustomPhrases........................11-10
UsingProfessionallyRecordedPhrases..............11-11
Chapter 12
CallCenterConfiguration..........................12-1
CallerIDRouting .................................12-1
Adding and Deleting Caller ID Route Entries . . . . . . . . . . 12-2
DefiningtheRouting..............................12-3
DNISRouting....................................12-3
AddingandDeletingDNISRouteEntries.............12-4
DefiningtheRouting..............................12-5
AgentLogoutReasonCodes ........................12-6
CallRecording ...................................12-7
Chapter 13
AgentConfiguration ..............................13-1
Setting up Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-3
AddingNewExtensions...........................13-4
EstablishingBasicExtensionAttributes...............13-4
ForcedAccountCode.............................13-7
ChangingtheExtensionLocationorType.............13-8
Setting an IP Extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-9
Setting the Line Properties . . . . . . . . . . . . . . . . . . . . . . . . 13-10

AltiContact Manager Administration Manual vii
PhoneDisplayOptions........................... 13-15
Setting Up Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-16
Setting up Station Speed Dialing . . . . . . . . . . . . . . . . . . . . 13-18
Setting the Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . 13-20
Setting an Information-Only Mailbox . . . . . . . . . . . . . . . 13-21
DisablingaMailbox............................. 13-21
SynchronizingwithExchangeServer............... 13-22
SMTP/POP3 Setting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-22
MailForwardingOptions......................... 13-22
Setting Message Playback Options . . . . . . . . . . . . . . . . . 13-23
Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . 13-23
Setting Message Notification Options . . . . . . . . . . . . . . . . 13-24
Setting the Message Types for Notification. . . . . . . . . . . 13-25
Setting the Type of Notification. . . . . . . . . . . . . . . . . . . . 13-25
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . 13-26
Setting Notification Business Hours . . . . . . . . . . . . . . . . 13-27
EnablingMessageNotification.................... 13-27
Configuring Calling Restrictions . . . . . . . . . . . . . . . . . . . . 13-27
Setting Call Restriction Options. . . . . . . . . . . . . . . . . . . . 13-28
Setting Other Call Restrictions. . . . . . . . . . . . . . . . . . . . . 13-29
Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . 13-29
ForwardingAllCalls............................ 13-31
DoNotDisturb................................. 13-32
HandlingBusyCalls............................. 13-32
Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . 13-33
HandlingUnansweredCalls....................... 13-33
Configuring One Number Access . . . . . . . . . . . . . . . . . . . 13-34
One Number Access Options. . . . . . . . . . . . . . . . . . . . . . 13-36
CallScreening ................................. 13-36
Setting Caller ID Verification . . . . . . . . . . . . . . . . . . . . . 13-37
SpecifyingForwardingNumbers................... 13-37
Setting Up Monitor Lists . . . . . . . . . . . . . . . . . . . . . . . . . . 13-38
ConfiguringaMonitorList ....................... 13-39
FeatureTips.................................... 13-40
Chapter 14
HuntgroupConfiguration .........................14-1
Setting Up Huntgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-3
AddingaHuntgroup.............................. 14-3
EstablishingBasicHuntgroupAttributes.............. 14-4

viii AltiContact Manager Administration Manual
SettingCallRestrictions...........................14-5
EstablishingHuntgroupMembership.................. 14-5
AddingExtensionstoHuntgroups................... 14-7
Assigning Huntgroups to Agent Extensions. . . . . . . . . . . . 14-8
AutomaticLogIn/Out............................ 14-10
SettingHuntgroupMailManagement ................ 14-11
DisablingaMailbox............................. 14-12
SynchronizingwithExchangeServer................ 14-12
SettingEmailOptions............................ 14-12
SettingMailboxPlaybackOptions.................. 14-13
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . 14-13
SettingMessageNotificationOptions ................ 14-14
Setting the Message Types for Notification . . . . . . . . . . . 14-15
SettingtheTypeofNotification.................... 14-15
SettingNotificationTiming.......................14-16
SettingNotificationBusinessHours................. 14-17
EnablingMessageNotification..................... 14-17
SettingCallHandlingOptions ...................... 14-17
HandlingBusyCalls............................. 14-18
ForwardingAllCalls ............................ 14-19
HandlingUnansweredCalls....................... 14-20
SettingHuntgroupHandling....................... 14-21
GroupRNAHandling............................ 14-22
SettingQueueManagementOptions .................14-23
Chapter 15
WorkgroupConfiguration .........................15-1
CreatingaWorkgroup ............................ 15-2
Establishing Basic Workgroup Attributes . . . . . . . . . . . . . 15-3
ServiceLevelThreshold...........................15-4
WorkgroupRecordingOptions...................... 15-4
MultimediaSupport.............................. 15-6
EstablishingWorkgroupMembership ................. 15-7
AutomaticLogIn/Out............................. 15-9
SettingBusinessHours............................ 15-10
SkillSettingAssignment .......................... 15-12
SettingtheMailboxOptions .......................15-13
DisablingaMailbox............................. 15-14
SynchronizingwithExchangeServer................ 15-14
SMTP/POP3 Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-14

AltiContact Manager Administration Manual ix
MailForwardingOptions.........................15-15
SettingMessagePlaybackOptions..................15-15
SettingMailboxCapacities........................15-16
SettingMessageNotificationOptions ................15-16
Setting the Message Types for Notification . . . . . . . . . . . 15-17
SettingtheTypeofNotification....................15-18
SettingNotificationTiming........................15-19
SettingNotificationBusinessHours.................15-19
EnablingMessageNotification.....................15-20
SettingCallHandlingOptions ......................15-20
HandlingBusyCalls.............................15-21
ForwardingAllCalls.............................15-21
HandlingUnansweredCalls.......................15-23
SettingWorkgroupHandling ......................15-24
GroupRNA/LogoutHandling......................15-25
QueueManagement ..............................15-27
BasicQueuingControl...........................15-28
Advanced Queue Management (AQM) . . . . . . . . . . . . . . 15-32
ApplicationExtensionQueueControl ...............15-37
OperationNotes.................................15-37
Chapter 16
SettingUpIPExtensions.......................... 16-1
AltiGenIPPhoneService..........................16-1
IntercomwithIPPhones...........................16-1
IP Connections and Voice Quality . . . . . . . . . . . . . . . . . . . 16-2
SystemRequirements ..............................16-2
Configuration ....................................16-2
AltiAdmin......................................16-2
Clients.........................................16-3
Chapter 17
Alti-IP600PhoneConfiguration ................... 17-1
Chapter 18
LineParkConfiguration.......................... 18-1
Chapter 19

xAltiContact Manager Administration Manual
PagingGroupConfiguration.......................19-1
Chapter 20
ApplicationExtensionConfiguration ................20-1
ApplicationExtensionSetup ........................ 20-1
ApplicationFailoverPlan.......................... 20-3
ApplicationInformation........................... 20-3
Chapter 21
SystemDataManagement .........................21-1
UsingBackupandRestore.......................... 21-1
BackingupFiles ................................. 21-2
SchedulingBackups............................... 21-3
RestoringBackedupFiles .......................... 21-4
Chapter 22
SystemReportManagement .......................22-1
SystemSummaryReport ........................... 22-1
SystemLog ..................................... 22-2
IPCumulativeTrafficStatistics...................... 22-3
Chapter 23
DataandInternetIntegration ......................23-1
NetworkProtocolandAddressing................... 23-1
SettingUpEmailService.......................... 23-4
SettingupanExchangeServer..................... 23-10
ExchangeonWindows2000...................... 23-34
About AltiReach Configuration . . . . . . . . . . . . . . . . . . . . 23-36
Chapter 24
UsingTAPI .....................................24-1
SystemRequirements.............................. 24-1
Installing TAPI Services . . . . . . . . . . . . . . . . . . . . . . . . . . . 24-2
ChangingTAPIConfigurationParameters ............. 24-3

AltiContact Manager Administration Manual xi
Chapter 25
ToolsandApplications............................25-1
Work/HuntGroupConverter........................ 25-1
ConfigurationReader.............................. 25-3
ExtensionChecker................................ 25-4
MVIPTestTool.................................. 25-6
DINAManager .................................. 25-6
APPENDIX A
E1-R2andT1/E1ISDNPRIInstallations .............A-1
E1R2CASInstallation .............................A-1
T1/E1ISDNPRIInstallation........................A-12
APPENDIX B
ProductRepairServices&TechnicalSupport .........B-1
TechnicalSupport .................................B-1
Repair and Replacement . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2
StandardProductWarranty.........................B-4
RMAForm.......................................B-8
Glossary...........................................G-1
Index.............................................. I-1
ReadersCommentForm..............................R-1

xii AltiContact Manager Administration Manual

AltiContact Manager Administration Manual xiii
Liability & Warranty
Limitation of Liability
Except for personal injury, direct damages to tangible personal property proximately caused
by AltiGen products and liability otherwise expressly assumed in a written agreement signed
by AltiGen, the liability of AltiGen, its affiliates, suppliers, and authorized resellers for any
claims, losses, damages, or expenses from any cause whatsoever (including acts of omission
of third parties), regardless of the form of action, whether in contract, tort or otherwise, shall
not exceed an amount equal to the lesser of the direct damages proven or the purchase price
of the product. In no event shall AltiGen or its affiliates, suppliers, or authorized resellers be
liable for incidental, consequential, or any other indirect loss or damage (including lost profits
or revenues) incurred in connection with the product. This limitation of liability shall survive
failure of the exclusive remedy set forth in the limited warranty referred to in this book under
“Warranty.”
FCC and Industry Canada Compliance
This section describes the requirements for compliance with Federal Communications (FCC)
Rules and Industry Canada CS-03 standard.
Statement
This equipment has been tested and found to be in compliance with the limits for a Class B
digital device pursuant to Part 15 and Part 68 of the FCC Rules. These limits are designed to
provide reasonable protection against harmful interference when the equipment is operated in
a commercial or residential environment. This equipment generates and can radiate radio
frequency energy and, if not installed and used in accordance with the instruction manual, may
cause harmful interference to radio communications.
This Class B digital apparatus meets all requirements of the Canadian interference-causing
Equipment Regulations. Cet apparell numérique de la Classe B respecte toutes les exigences
du Reglement sur le materiel brouilleur du Canada.
FCC Requirements
1. The Federal Communications Commission (FCC) has established Rules which permit
this device to be directly connected to the telephone network. Standardized jacks are used
for these connections. This equipment should not be used on party lines or coin phones.
2. If this device is malfunctioning, it may also be causing harm to the telephone network;
this device should be disconnected until the source of the problem can be determined and
until repair has been made. If this is not done, the telephone company may temporarily
disconnect service.
3. The telephone company may make changes in its technical operations and procedures; if
such changes affect the compatibility or use of this device, the telephone company is
required to give adequate notice of the changes. You will be advised of your rights to file
a complaint with the FCC.
4. If the telephone company requests information on what equipment is connected to their
lines, inform them of:

xiv AltiContact Manager Administration Manual
a. The telephone number to which this unit is connected.
b. The ringer equivalence number. [0.0B]
c. The USOC jack required. [RJ11C]
d. The FCC Registration Number. [see label on board]
e. Industry Canada (Industrie Canada) Certification Number.
[see label on board]
Items (b) and (d) are indicated on the label. The Ringer Equivalence Number (REN) is used
to determine how many devices can be connected to your telephone line. In most areas, the
sum of the RENs of all devices on any one line should not exceed five (5.0). If too many
devices are attached, they may not ring properly.
Service Requirements
In the event of equipment malfunction, all repairs should be performed by our Company or an
authorized agent. It is the responsibility of users requiring service to report the need for service
to AltiGen or to one of our authorized agents. Service can be obtained at your Authorized
AltiGen Dealer.
Equipment Attachment Limitations - Industry Canada
NOTICE: The Canadian Industry Canada label identifies certified equipment. This
certification means that the equipment meets certain telecommunications network protective,
operational, and safety requirements. The Department does not guarantee the equipment will
operate to the user’s satisfaction.
Before installing this equipment, users should ensure that it is permissible to be connected to
the facilities of the local telecommunications company. The equipment must also be installed
using an acceptable method of connection. In some cases, the company’s inside wiring
associated with the single line individual service may be extended by means of a certified
connector assembly (telephone extension cord). The customer should be aware that
compliance with the above conditions may not prevent degradation of service in some
situations.
Repairs to the certified equipment should be made by an authorized Canadian maintenance
facility designated by the supplier. Any repairs or alterations made by the user to this
equipment, or equipment malfunctions, may give the telecommunications company cause to
request the user to disconnect the equipment.
Users should ensure for their own protection that the electrical ground connections of the
power utility, telephone lines, and internal metallic water pipe system, if present, are
connected together. This precaution may be particularly important in rural areas.
Caution: Users should not attempt to make such connections themselves, but should
contact the appropriate electrical inspection authority, or electrician, as
appropriate.
The Load Number (LN) assigned to each terminal device denotes the percentage of the total
load to be connected to a telephone loop that is used by the device, to prevent overloading.
The termination on a loop may consist of any combination of devices subject only to the
requirement that the total of the Load Number of all the devices does not exceed 100.
WARNING: Changes or modifications to this unit not expressly approved in writing
by AltiGen Communications, Inc. could void the user’s authority to
operate this equipment.

AltiContact Manager Administration Manual xv
Port Identification, Facility Interface, and Service Order Codes
The following tables list the manufacturer’s network interface port designations, Facility
InterfaceCodes(FIC), Ringer Equivalence Number (REN), or Service Codes and the network
jacks for the required facilities. The facility interface and service order codes are with
reference to the codes specified in Table 5 of Appendix D of FCC Form 730 Application
Guide of January 1998.
Table 1. Quantum Network Trunk Interfaces for Loop Start, Ground Start and DID Services
Table 2. Network Digital Trunk Interfaces for Digital Services
Triton T1/E1 PRI FCC Registration No., Part 68 55MUSA-25184-PF-E
*The Triton T1/PRI interface connects to the Public Switched Telephone Network through an
FCC registered NCTE which specifies the type of network jack to be used.
Table 3. Triton Analog Trunk Interfaces for Loop Start/Ground Start and Loop
Start Services
Disruption of Network
If any Quantum or Triton boards disrupt the telephone network, the telephone company can
discontinue your service temporarily. If possible, the telephone company will notify you in
advance. If advance notice is not practical, they will notify you as soon as possible. You are
also informed of your right to file a complaint with the FCC.
Manufacturer Port
Identifier Facility Interface Code (FIC) REN Network Jack (USOC)
ALTI-CD0408UD 02LS2 0.0B RJ-11C
ALTI-CD0804UD 02LS2 0.0B RJ-11C
ALTI-CD0408UD 02GS2 0.0B RJ-11C
ALTI-CD0804UD 02GS2 0.0B RJ-11C
ALTI-DID0408UD 02RV2-T 0.0B RJ-11C
Manufacturer Port
Identifier Facility Interface Code (FIC) Service Order Code (SOC) Network Jack (USOC)
ALTI-T1E1-1 04DU9-BN 6.0P/AS.2 RJ-48C*
ALTI-TTT1-1 04DU9-DN 6.0P/AS.2 RJ-48C*
ALTI-TTT1-1 04DU9-1KN 6.0P/AS.2 RJ-48C*
ALTI-TTT1-1 04DU9-1SN 6.0P/AS.2 RJ-48C*
Manufacturer Port Identifier Facility Interface Code
(FIC) REN Network Jack
(USOC)
ALTI-TTAT-12GS O2GS2 0.5B RJ21X, RJ11
ALTI-TTAT-12 O2LS2 0.5B RJ21X, RJ11

xvi AltiContact Manager Administration Manual
Direct Inward Dialing (DID) Answering Supervision
Customers allowing Triton T1/PRI, Quantum, or Triton Analog Extension/DID to be operated
in such a manner as to not provide for proper answer supervision is a violation of Part 68 of
the FCC rules.
Proper answer supervision occurs when:
1. The AltiWare system returns answer supervision to the PSTN when DID calls are:
•Answered by the called station.
•Answered by the attendant.
•Routed to a recorded announcement that can be administered by the customer.
2. The AltiServ system returns answering supervision on all DID calls forwarded to the
PSTN.
Class A Equipment
This is a Class A product. In a domestic environment, this product may cause radio
interference, in which case, the user may be required to take adequate measures.
Safety
(Seguridad/Sicherheit)
The following information is included in this publication for the use and safety of installation
and maintenance personnel.
Important Safety Instructions
•Read all of the instructions before attempting to operate the equipment and before
connecting the power supply.
•Always follow basic safety precautions to reduce the risk of fire, electrical shock, and
injury to persons.
•To prevent fire or shock hazard, do not expose the unit to rain, moisture, or install this
product near water. Never spill liquid of any kind on this product.
•Never push objects of any kind into this product through module openings or expansion
slots, as they may touch dangerous voltage points or short out parts, which could result
in the risk of fire or electrical shock.
•Refrain from opening the cabinet as there are high voltage components inside. Refer
servicing to qualified service personnel. If you are a qualified service personnel, power
down everything before opening.
•Do not attach the power supply cord to building surfaces. Do not allow anything to rest
on the power cord or allow the cord to be abused by persons walking on it.
•To protect this equipment from overheating, do not block the slots and openings in the
module housings that are provided for ventilation.
Seguridad
La siguiente información se incluye en la presente publicación para la utilización y seguridad
del personal instalador y de mantenimiento.

AltiContact Manager Administration Manual xvii
Información de Seguridad de Importancia
•Lea todas las instrucciones antes de que intente operar el equipo y antes de conectar la
fuente de alimentación.
•Observe siempre las precauciones básicas de seguridad, a fin de reducir el riesgo de
incendio, electrochoque y de lesiones al personal.
•Con objeto de evitar incendios o el riesgo de electrochoque, no exponga la unidad a la
lluvia, humedad, ni tampoco instale este producto cerca del agua. Jamás derrame
ninguna clase de líquido sobre el producto.
•Jamás inserte objeto alguno, de ninguna clase, a través de las aberturas del módulo o de
las ranuras de expansión de este producto, ya que podrían establecer contacto con puntos
de voltaje peligrosos, o provocar cortos circuitos en los componentes del producto, y
esto a su vez podría originar el riesgo de incendio o de electrochoque.
•Absténgase de abrir el gabinete ya que éste contiene componentes de alto voltaje.
Asígnele el mantenimiento únicamente a personal capacitado. Si usted forma parte de
dicho personal capacitado, corte absolutamente toda la energía eléctrica antes de que
abra el gabinete.
•No sujete el cordón del suministro eléctrico a las superficies del edificio. No permita que
objeto alguno descanse sobre el cordón del suministro eléctrico, ni que la gente lo
maltrate al caminar sobre él.
•A fin de evitar el sobrecalentamiento del equipo, no obstruya las ranuras y aberturas que
se encuentran sobre las cubiertas del módulo, ya que éstas se suministran para su
ventilación.
Sicherheit
Die in dieser Veröffentlichung enthaltene Information befaßt sich mit der Sicherheit von
Personal sowohl beim Einbau als auch bei der Wartung des Geräts.
Wichtige Sicherheitsbestimmungen
•Vor Einschaltung der Stromversorgung und der Inbetriebnahme des Geräts mit allen
Bestimmungen sorgfältig vertraut machen.
•Um die Gefahr von Feuer, elektrischem Schlag und anderen persönlichen Verletzungen
zu verhüten, sind grundsätzliche Vorsichtsmaßnahmen zu beachten.
•Zur Vermeidung von Feuer oder elektrischem Schlag muß verhütet werden, das Gerät
Regen oder Feuchtigkeit auszusetzen, oder aber es in Wassernähe zu installieren. Es darf
auf keinen Fall Flüssigkeit auf das Gerät verschüttet werden.
•Um die Gefahr von Feuer oder elektrischem Schlag auszuschalten, die durch Berührung
mit Spannungsteilen oder einem elektrischen Kurzschluß entstehen kann, dürfen auf
keinen Fall Objekte irgendeiner Art durch Modulöffnungen oder Erweiterungsschlitze
in das Gerät eingeführt werden.
•Das Gehäuse enthält Hochspannungsteile und sollte deshalb nicht geöffnet werden.
Wartung ist von qualifiziertem Wartungspersonal durchzuführen.. Im Wartungsfalle ist
vor der Öffnung des Gehäuses sämtliche Stromzufuhr abzuschalten.
•Stromversorgungskabel nicht an Gebäudeteilen befestigen. Keine Gegenstände auf das
Stromversorgungskabel legen oder auf das Kabel treten.

xviii AltiContact Manager Administration Manual
•Zur Verhütung der Überhitzung des Gerätes ist die Verschließung von
Ventilationsschlitzen und -öffnungen im Modulgehäuse zu vermeiden.
Safety with Electricity
High Voltages
•Observe all safety regulations and read the warnings, cautions, and notes posted on the
equipment.
•Find the switch to power off the cabinet. Read the posted instructions.
•Ensure that equipment can not be powered from another source or controlled from a
different circuit breaker or disconnecting switch.
•When a procedure requires that you power off the system:
—Lock the wall box-switch in the off position.
—Attach a DO NOT OPERATE tag to the wall box-switch.
•Never assume that the power is turned off. Always check to ensure that a circuit does
not have power.
Note: Unit must have ground wire attached if trunks are attached and system is
unplugged.
•Do not work alone. Work with another person who knows the locations of the power-off
switches, especially if you are working with exposed electrical circuits. (See note
above.)
•Follow the instructions in the manual carefully, especially when working with circuits
that are powered. Disconnect power when instructed to do so in the procedures.
•Disconnect all power before working nearpowersuppliesunless otherwiseinstructedby
a maintenance procedure.
•Disconnect all power before installing changes in machine circuits unless otherwise
instructed by a maintenance procedure.
•High voltages capable of causing shock are used in this equipment. Be extremely careful
when measuring high voltages and when servicing cards, panels, and boards while the
system is powered on.
•Do not wear jewelry or other metal objects when working on the equipment.
•When possible, work with one hand so that a circuit is not created.
•Use caution when installing or modifying telephone lines. Never install telephone wiring
during an electrical storm.
•Never install a telephone jack where it can get wet unless the jack is specifically
designed for wet conditions.
•Never touch uninsulated telephone wires or terminals unless the telephone line has been
disconnected at the network interface.
DANGER
Do not take chances with your life. Follow these safety guidelines carefully.