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