Altigen AltiWare ACC 5.1 Instruction Manual

AltiWare™ACC 5.1
Administration
Manual
4/2008 4413-0001-5.1

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.
AltiContact Manager, AltiGen, AltiServ, AltiWare, AltiLink, AltiConsole, AltiAdmin, Alti-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.
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [email protected]
Web site: www.altigen.com
Copyright © AltiGen Communications, Inc. 2007. All rights reserved.
4413-0001-5.1

Contents
About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CHAPTER 1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Technology Enhancements in Release 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
SIP Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Multi-Site Enterprise Management - AltiEnterprise Manager . . . . . . . . . . . . . 4
Multi-Chassis Gateway Support (ACM only). . . . . . . . . . . . . . . . . . . . . . . . . 5
Capacity Improvements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Voice Processing New Features and Enhancements . . . . . . . . . . . . . . . . . . . 5
PBX New Features and Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Call Center New Features and Enhancements . . . . . . . . . . . . . . . . . . . . . . . 6
Client Application New Features and Enhancements . . . . . . . . . . . . . . . . . . . 6
IP Phone New Features and Enhancements
(IP600, IP710, IP705) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Key System Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
IP PBX Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Automatic Call Distribution Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Auto Attendant (AA) Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Voice Mail Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Internet Integration Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
System and Administration Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Voice over IP Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Multi-Site VoIP Management - AltiEnterprise Manager . . . . . . . . . . . . . . . . 18
Optional Add-On Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
CHAPTER 2
Software Installation & License Registration . . . . . . . . . . . . . . . . 21
Minimum System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Supported Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
CPU, Memory, and HDD Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Preparation for Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Upgrade and Migration Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Upgrading from 5.0A to 5.1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
About License Keys and the System Key . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
License Activation and Registration Procedures . . . . . . . . . . . . . . . . . . . . . . 26
When the System Has an Internet Connection. . . . . . . . . . . . . . . . . . . . . . 27
When the System Has No Internet Connection. . . . . . . . . . . . . . . . . . . . . . 32
Registering Online Without AltiWare Admin . . . . . . . . . . . . . . . . . . . . . . . . 37
Installing AltiWare Admin on a Network Client . . . . . . . . . . . . . . . . . . . . . . . 37
Uninstalling AltiWare . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Troubleshooting (Error Messages) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

CHAPTER 3
Getting Around AltiWare Administrator 5.1 . . . . . . . . . . . . . . . . . 39
Logging In and Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Changing the Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
The AltiWare Administrator Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . 40
The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
The View Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Boards View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Extension View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Trunk View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Call Log View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Workgroup View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Current Resource Statistics Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Stopping the AltiGen Switching Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Programs Available from the Windows Start Menu . . . . . . . . . . . . . . . . . . . . 48
CHAPTER 4
System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Setting General Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Setting a System Number Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Setting Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Routing Calls on Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Configuring System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Defining System Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Blocking Calls to Area Codes from All Extensions. . . . . . . . . . . . . . . . . . . . 65
Setting Local/Toll Free Area Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Locking Attacked Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Blocking All Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Enabling Hop Off for Tie Trunks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Setting 10-Digit Dialing Area Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Creating Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Adding and Deleting Account Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Setting up Call Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Internal Database Configuration (Internal Log Service) . . . . . . . . . . . . . . . 68
Exporting Through a Local Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Country-Relevant Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Setting Toll Call Prefixes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Setting Emergency Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Audio Peripheral Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Configuring Music On Hold and Recorded Announcements . . . . . . . . . . . . . 71
Setting Greeting and Update Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Configuring Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Feature Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
CT-Bus Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

CHAPTER 5
Voice Mail Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Managing Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Setting Message Notification Retries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Setting Message Management Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Setting Message Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Setting E-mail Messaging Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Creating Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Defining a Distribution List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
CHAPTER 6
Auto Attendant Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Planning Is Essential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Example: AA Planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Adding Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Editing Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Configuring Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Making Auto Attendant Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Phrase Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Using Pre-Recorded Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Recording Custom Phrases from the AltiGen Phone . . . . . . . . . . . . . . . . . . 89
Using Professionally Recorded Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
CHAPTER 7
Board Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Using the Triton Resource Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Using the Triton MeetMe Conference Board . . . . . . . . . . . . . . . . . . . . . . . . . 93
Configuring the Quantum Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Configuring the Triton Analog Station Board . . . . . . . . . . . . . . . . . . . . . . . . 94
Configuring the Triton Analog Trunk LS/GS and LS Boards . . . . . . . . . . . . . . 95
Configuring the Triton VoIP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Configuring the Triton T1/E1 Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Configuring the Board. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Setting up Channels on the Triton T1/E1 Board . . . . . . . . . . . . . . . . . . . . 101
Installing a Channel Service Unit (CSU) . . . . . . . . . . . . . . . . . . . . . . . . . 109
Troubleshooting T1/E1—Common Symptoms . . . . . . . . . . . . . . . . . . . . . 109
Configuring Virtual Boards SIPSP and H323SP . . . . . . . . . . . . . . . . . . . . . . 110
Configuring the SIPSP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Configuring the H323SP Board. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Configuring the MAX Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Configuring the Virtual MobileExt Board . . . . . . . . . . . . . . . . . . . . . . . . . . 113
CHAPTER 8
Trunk Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Trunks Out of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Channel Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Opening the Trunk Configuration Window . . . . . . . . . . . . . . . . . . . . . . . . . 116

Selecting Trunks to Set Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Configuring One or Multiple Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Setting General Trunk Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
H323 Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .122
SIP Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
SIP Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123
Configuring a SIP Trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Triton T1/E1 Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Caller ID and DID Incoming Sequence Example . . . . . . . . . . . . . . . . . . . 127
Triton Analog Trunk GS/LS Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Performing Impedance Match on Your Own. . . . . . . . . . . . . . . . . . . . . . . 131
Using the Match Impedance Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Measuring the Rx Level of a Trunk Channel . . . . . . . . . . . . . . . . . . . . . . 132
If You Need to Improve the Rx Level . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
If You Don’t Have the Milli-Watt Test Number . . . . . . . . . . . . . . . . . . . . . 133
Quantum Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .137
Incoming Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Regular Trunk Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Outgoing Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
CHAPTER 9
In Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Caller ID Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Adding and Deleting Caller ID Route Entries . . . . . . . . . . . . . . . . . . . . . . 144
Defining Caller ID Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Adding and Deleting DNIS Route Entries . . . . . . . . . . . . . . . . . . . . . . . . 146
Defining DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
CHAPTER 10
Out Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Configuring Out Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Working with Route Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Setting Default Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Working on Dialing Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Configuration Example - Solving 10-digit Dialing . . . . . . . . . . . . . . . . . . . . .156
Resolving Dialing Delay for Non-USA/Canada Countries . . . . . . . . . . . . . . . 158
CHAPTER 11
Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
About the Apply To Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Setting up Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Setting Personal Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Forced Account Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Personal Call Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Physical Location and Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Setting the Line Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

IP Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Phone Display Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Configuring Group Options for an Extension . . . . . . . . . . . . . . . . . . . . . . . . 170
Setting up Station Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Setting the Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Setting an Information-Only Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
SMTP/POP3 Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Mail Forwarding Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Setting Message Playback Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Press “0” Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Setting the Message Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 178
Emergency Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Unusual VM Activity Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Enabling Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Configuring Calling Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Setting Call Restriction Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Setting Other Call Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Do Not Disturb. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Configuring One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
One Number Access Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Call Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Setting Caller ID Verification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Specifying Forwarding Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Setting Up Monitor Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Configuring a Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
CHAPTER 12
Setting Up IP Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Setting an IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Setting VoIP Codec for IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
CHAPTER 13
AltiGen IP Phone Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 197
CHAPTER 14
Mobile Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Mobile Extension Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Setting Up a Mobile Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Voice Mail for Mobile Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Mobile Extension Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
CHAPTER 15
Hunt Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Overview of Huntgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . . 214
Setting Up Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Establishing Basic Hunt Group Attributes . . . . . . . . . . . . . . . . . . . . . . . . 215
Setting Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Establishing Hunt Group Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Setting Login Status for System Restart. . . . . . . . . . . . . . . . . . . . . . . . . 217
Setting Hunt Group Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Setting E-mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Setting Mailbox Playback Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Setting the Message Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 220
Setting the Type of Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Handling Unanswered Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
Setting a Hunt Group’s Call Distribution Rule . . . . . . . . . . . . . . . . . . . . . 224
Setting Queue Management Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
CHAPTER 16
Paging Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
CHAPTER 17
Line Park Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
CHAPTER 18
Workgroup Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Workgroup Functionalities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Creating and Configuring Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Overview of Workgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . 238
Setting Up Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Establishing Basic Workgroup Attributes. . . . . . . . . . . . . . . . . . . . . . . . . 239
Setting Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Service Level Threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Workgroup Recording Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Establishing Workgroup Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Setting Login Status for System Restart. . . . . . . . . . . . . . . . . . . . . . . . . 243

Setting Workgroup Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Setting E-mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Setting Mailbox Playback Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Press “0” Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Voice Mail Access Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Setting the Message Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 246
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Number of Rings Before Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Setting IntraGroup Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Queue Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Setting Queue Phrase Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Queue Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Expected Wait Time Sampling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Queue Overflow Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Quit Queue Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Supervisor Queue Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Agent Logout Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
CHAPTER 19
Managing and Using MeetMe Conference . . . . . . . . . . . . . . . . . . 255
Setting the MeetMe Conference Extension . . . . . . . . . . . . . . . . . . . . . . . . . 256
MeetMe Conference Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Working in the MeetMe Conference Window . . . . . . . . . . . . . . . . . . . . . . . . 257
Creating a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Modifying the E-mail Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Continuing a Meeting Beyond Its Duration Time. . . . . . . . . . . . . . . . . . . . 263
Joining a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
CHAPTER 20
Network Configuration Guidelines for VoIP . . . . . . . . . . . . . . . . 265
ISP/Intranet Quality of Service (QoS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
WAN Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
WAN Router Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Firewall Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Network Using NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Network Configuration Guidelines for AltiGen IP Phones . . . . . . . . . . . . . . . 267
Configuration Guidelines for NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267

Private Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . 267
VPN Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
CHAPTER 21
Enterprise VoIP Network Management . . . . . . . . . . . . . . . . . . . . 273
Understanding VoIP Bandwidth Requirements . . . . . . . . . . . . . . . . . . . . . . .274
Opening AltiEnterprise Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .275
Changing the AltiEnterprise Manager Password . . . . . . . . . . . . . . . . . . . . 277
Setting VoIP Codec Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Assigning Codec Profiles to IP Addresses . . . . . . . . . . . . . . . . . . . . . . . . . 280
Defining IP Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Defining Your Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Configuring a Public or Intranet Pipe . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
Configuring AltiServ Behind NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Defining the IP Dialing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
The Multi-site VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
Creating a Multi-site VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
Declaring Additional Servers for the VoIP Domain . . . . . . . . . . . . . . . . . . 291
Working with Servers in the VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . 292
Adding a Server to a VoIP Domain. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Rejoining a Server to the VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . 294
Managing VoIP Domain Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
The Scope of an Extension in the VoIP domain . . . . . . . . . . . . . . . . . . . . 296
Changing an Extension’s Scope from Local to Global . . . . . . . . . . . . . . . . 298
Changing an Extension’s Scope from Global to Local . . . . . . . . . . . . . . . . 299
Relocating a Global Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
Configuring Global Least Cost Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
When Information May Be Out of Sync . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
CHAPTER 22
System Report Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
System Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
IP Cumulative Traffic Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
Resetting Cumulative Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307
CHAPTER 23
Tools and Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
AltiGen Board Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
CT-Bus Test Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
AltiGateway Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
Backup and Restore Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
Backing Up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Scheduling Backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Restoring Backed up Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
AltiWare Admin & Extension Security Checker . . . . . . . . . . . . . . . . . . . . . . 314
Checking Extension Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Start & Stop All AltiGen Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .317

Trace Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320
Voice File Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321
Read Config . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322
Work/Hunt Group Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323
APPENDIX A
E1-R2 and E1 ISDN PRI Installations . . . . . . . . . . . . . . . . . . . . . 325
E1 R2 CAS Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
E1 ISDN PRI Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
APPENDIX B
Required Service Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 341
Service Parameters/Request Information for T1 . . . . . . . . . . . . . . . . . . . . . 341
Service Parameters/Request Information for PRI . . . . . . . . . . . . . . . . . . . . 343
Service Parameters/Request Information for E1 . . . . . . . . . . . . . . . . . . . . . 344
APPENDIX C
Network Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
Remote IP Phones Behind NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
APPENDIX D
Technical Support & Product Repair Services . . . . . . . . . . . . . . . 349
Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
Product Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350
Technical Training for Administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350
APPENDIX E
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
Troubleshooting VoIP—Common Symptoms and Solutions . . . . . . . . . . . . . . 353
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355

AltiWare ACC 5.1 Administration Manual 1
About This Manual
This guide is designed for dealers, administrators, and technicians who are responsible
for installation, configuration, and administration of an AltiWare AltiContact Center
(ACC) system.
Another manual, the AltiServ User Guide, covers the AltiWare ACC end user features and
functions such as call handling and voice mail.
Related Publications
Related publications include:
•Hardware Telephony Manual
•AltiView Manual
•AltiAgent Manual
•AltiSupervisor Manual
•AltiConsole Manual
•CDR Manual
•Alti-IP 600 Administration Manual
•IP 710 User Manual
•IP 705 User Manual

2AltiWare ACC 5.1 Administration Manual

AltiWare ACC 5.1 Administration Manual 1
C HAPTER
1
Overview
AltiWare is AltiGen’s system software targeted for the small to midsize business and
contact center market. AltiWare 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 AltiWare is IP-enabled
and modular, call-centric businesses are protected against growing out of their
investment.
Technology Enhancements in Release 5.1
The following sections list the enhancements made to AltiWare Release 5.1.
SIP Implementation
•Softswitch Architecture - Softswitch is a programmable network switch. It de-
couples the network hardware from the switching software. In the 5.1 Release,
AltiWare can have telephony hardware boards co-exist in a server or de-coupled.
Multiple AltiGen servers with telephony boards can be configured as Media
Gateways, called AltiGateways, and controlled by the AltiWare 5.1 Softswitch.
AltiWare and AltiGateway servers have to be on the same LAN environment. All PBX
features, workgroups, the voice mail system, recording, and computer telephony
integration (CTI) clients work across multiple AltiGateways.
•Separation of Media Channel and Signal Control Channel - In prior releases,
when an IP phone goes off-hook, an IP trunk is used and the connection status is
displayed in the Trunk View window. In the 5.1 Release, the signal channel and
media channel are separated. Codec resources on the VoIP board are called media
channels and are displayed in the real-time Current Resource Statistics window.
Each SIP phone and IPTalk (softphone) has its signal control channel. SIP and H.323
trunks have their own signal control channels, which are displayed in the Trunk View
window.

2AltiWare ACC 5.1 Administration Manual
•SIP Extension Home Gateway Assignment - This feature affects only multi-
chassis installations. The primary purpose of this feature is to allocate resources for
the IP phone when conferencing, silent monitoring, barging-in, and conversation
recording. This allows the administrator to configure sufficient VoIP resources in an
AltiGateway chassis for IP phone users assigned to this home AltiGateway.
•SIP Trunk Support - An increasing number of service providers offer dial tone
through data network using SIP protocol. Release 5.1 enables AltiGen’s system to
connect to IP-based trunking service providers via SIP.
•SIP IP Phone (IP600, IP710, IP705) - Through firmware upgrade, all AltiGen IP
phones can run SIP protocols.
•SIP NAT Traversal - This feature allow AltiWare to connect to a remote SIP phone
or IPTalk behind NAT without changing the NAT setting at the remote location.
•Support for RFC 2833 (DTMF payload embedded with RTP) - Supported in SIP
trunks only. This feature helps to resolve DTMF tone detection and regeneration
when using G.723.1 or G.729 codec. Basically low bit rate compression will distort
DTMF tone during compression. The far end device may not be able to recognize the
DTMF digits. RFC 2833 specifies a separate RTP payload format to carry DTMF
information to ensure the other side can recognize the tone properly.
•Support for both SIP and H.323 Tie Trunk - When setting up a system-to-system
VoIP tie trunk, either SIP or H.323 protocol can be used.
Multi-Site Enterprise Management - AltiEnterprise Manager
•Replaces DINA Manager and IP Dialing Table in 5.0A
•VoIP Domain - when networking multiple AltiGen systems from different sites, one
system can be assigned as the VoIP Domain controller to propagate configuration
data to member systems.
•Directory Synchronization - when a new extension is added to one of the member
systems and configured as a Global extension, the VoIP Domain controller will
propagate this extension to all member systems. Every member system within the
VoIP Domain can see the extension number plan of the other systems.
•Multi-site Call Routing - when a user dials an extension number which is not a
local extension number, the system searches the VoIP Domain extension list. If a list
is found, the system will dial the number by using the IP address and extension
number stored in the VoIP Domain extension list.
•VoIP Domain User Management - VoIP Domain controller can resolve the conflict
if duplicated extension numbers are created in different member systems. This
feature also manages extension relocation. When an extension user is relocated to
another member system, its voice mail and greeting can be relocated as well.
•Global Least Cost Routing - when multiple systems are in different area codes or
countries, the administrator can set up Global Least Cost Routing to route long
distance or international calls through member systems. The routing rules are
propagated to all members automatically.
•Global IP Dialing Table - The IP Dialing Table is moved to AltiEnterprise Manager.
The IP Dialing Table configuration is used to create location-based routing in the
AltiEnterprise. The 5.1 IP Dialing Table supports hop-off blocking by location to
prevent unnecessary hop-off calling.

Chapter 1: Overview
AltiWare ACC 5.1 Administration Manual 3
•Codec Profile - Multiple codec profiles with different settings can be created and
applied to different locations. Each profile can have a different codec, jitter buffer,
and packet length to accommodate different IP connections.
•Bandwidth Control for VoIP Sessions - Each server can configure the maximum
concurrent VoIP sessions based on its Internet or intranet bandwidth. This feature is
to ensure that voice quality will not be impacted if too many VoIP sessions are
connected at same time.
•NAT Configuration for SIP/H.323 - When AltiServ is behind NAT with a private
IP address, this feature helps to resolve IP address resolution problems when
communicating with an external VoIP device.
Multi-Chassis Gateway Support (ACM only)
•Supports one OFFICE3G running AltiWare 5.1 to control two OFFICE3Gs as
AltiGateways - For larger installations with more than 120 analog extension ports,
the second and third OFFICE3G systems can be configured as AltiGateways. The first
OFFCIE3G server running AltiWare 5.1 is able to detect other AltiGateway servers
and operates like a single PBX.
•AltiGateway Chassis Hot-pluggable and Hot-removable - The primary AltiWare
5.1 server does not need to be stopped when attaching, detaching, or shutting down
an AltiGateway server. When an AltiGateway is detached, all boards in this
AltiGateway disappear from the Admin Boards View. All extensions associated with
this AltiGateway become virtual extensions. When an AltiGateway is shut down or
loses network connection, all boards associated with this AltiGateway are disabled.
All extensions associated with this AltiGateway are forced into error state.
Capacity Improvements
PBX Capacity
•Maximum 400 extensions (IP and analog extensions)
•Maximum 256 MobileExt ports per system (in addition to 400 IP and analog
extensions)
•Maximum 200 AltiView/AltiAgent sessions
•Maximum 20 AltiConsole sessions
•Maximum 20 AltiSupervisor sessions
Call Center Capacity
•Maximum configurable agents per workgroup - 512
•Maximum active login agents per workgroup - 256
•Total configured agents per system including all workgroups - 1280
•Total agents seats (License/Head) per system - 256
Voice Processing New Features and Enhancements
•Multi-lingual support (ACM only)
•Ability to select a custom file name in the phrase management menu
•Adjustable System Phrase for System Park

4AltiWare ACC 5.1 Administration Manual
PBX New Features and Enhancements
•Meet-Me Conference
•MobileExt Enhancements:
–Trunk property is dynamically changed between regular trunk and MobileTrunk,
eliminating the requirement to dedicate a trunk for MobileTrunk use and the need
to segment T1/PRI span.
–Soft On-hook/Off-hook for MobileExt user - This feature eliminates the need to dial
back into the system to get a dial tone after terminating or transferring the current
call. When the user presses * * , the system simulates On-Hook/Off-Hook and
plays a dial tone to the MobileExt user after the user terminates the existing call
or transfers a call.
–Option for MobileExt user to press any digit to connect to call - This delay-
answering option gives the MobileExt user more time to decide whether to connect
to a call or not.
•Ability to mute conferencing party during regular conference - When an extension
user initiates a conference, he can mute a conference party from AltiView/AltiAgent.
•Configuration for an IP extension to fallback to a mobile extension
•Voice mail added as a Line Park exit option
•IP phone does not ring when a call is parked by user
Call Center New Features and Enhancements
Enhanced skill-based routing with skill level requirement support (ACM
only)
•Ability to tag Skill Level Requirement (SKLR) for a incoming call in AA, DNIS Routing,
Caller ID Routing, Advanced Call Router, and SDK
•Workgroup Queue distribution engine tries to match caller's SKLR with Agent Skill
Level. Three agent call coverage logics can be configured: Exact Match; Equal or
higher SKLR; Equal or lower SKLR
•Workgroup call coverage can be expanded beyond the SKLR, if the expansion rule is
set to increase the caller's SKLR after the caller waits in queue a specified amount
of time
Supervisor Coaching
Lets the supervisor coach the agent through a call without the other party hearing. This
feature is not supported when the agent extension connects to a Quantum extension
port or if the customer is calling over IP and the voice stream is connected directly from
a SIP device to the agent's IP phone (bypassing AltiServ).
Client Application New Features and Enhancements
AltiView
•Meet-Me conference scheduling, monitoring, mute, and drop capability
•Dial pad and Flash key
•Ability to manage Activity greetings

Chapter 1: Overview
AltiWare ACC 5.1 Administration Manual 5
•Ability to transfer or conference by clicking in Speed Dial or Monitor lists
•When user clicks Delete All in call history, confirmation is required
IPTalk Enhancements
•IPTalk uses SIP protocol
•Supports IPTalk behind NAT
•Dial pad transmits DTMF to server when using IPTalk
•User can select different ringing and voice devices
AltiAgent
•User receives indication when calls are in the workgroup queue
•User has the ability to manage the workgroup voice mail box
•Workgroup voice mail indicator added
•DNIS field added to Queue monitor window
•A red light blinks when "Not Ready" is displayed
AltiSupervisor
•Agent SKL (Skill Level) field added to the Agent Monitor screen
•SKLR (Skill Level Requirement) added to the Workgroup Queue screen
•Coaching is supported, in addition to Barge-in and Silent Monitoring
AltiConsole
•Call recording can be enabled from AltiConsole
•Enhance Park and Page operation
IP Phone New Features and Enhancements
(IP600, IP710, IP705)
•Supports SIP protocol through firmware upgrade
•Supports "Flash" and "Pause" in speed dial in the programmable keys. It can be
configured only from AltiWare Administrator.
•Network status display added for troubleshooting purposes
•IP phone password is updated by the system when the user changes voice mail
password

6AltiWare ACC 5.1 Administration Manual
Key System Features
The following sections list the key features of the AltiWare 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.
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.