Altigen AltiWare ACC 5.2 Instruction Manual

AltiWare™ACC 5.2
Administration
Manual
10/2008 4413-0001-5.2

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; 7280649; 7308092.
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [e-mail]
Web site: www.altigen.com
Copyright © AltiGen Communications, Inc. 2008. All rights reserved.
4413-0001-5.2

Contents
About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CHAPTER 1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Technology Enhancements in Release 5.1 and 5.2 . . . . . . . . . . . . . . . . . . . . . 3
SIP Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Multi-Site Enterprise Management - AltiEnterprise Manager . . . . . . . . . . . . . 4
Multi-Chassis Gateway Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Capacity Improvements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Voice Processing New Features and Enhancements . . . . . . . . . . . . . . . . . . . 6
PBX New Features and Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Call Center New Features and Enhancements . . . . . . . . . . . . . . . . . . . . . . . 7
Client Application New Features and Enhancements . . . . . . . . . . . . . . . . . . . 7
IP Phone New Features and Enhancements
(IP600, IP710, IP705). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Key System Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
IP PBX Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Automatic Call Distribution Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Auto Attendant (AA) Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Voice Mail Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Internet Integration Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
System and Administration Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Voice over IP Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Multi-Site VoIP Management - AltiEnterprise Manager . . . . . . . . . . . . . . . . 19
Optional Add-On Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
CHAPTER 2
AltiWare Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Minimum System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Supported Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
CPU, Memory, and HDD Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Preparation for Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
AltiWare Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Installing AltiWare . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Installing AltiWare Admin on a Network Client . . . . . . . . . . . . . . . . . . . . . . . 24
Uninstalling AltiWare . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Troubleshooting (Error Messages) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
CHAPTER 3
Getting Around AltiWare Administrator . . . . . . . . . . . . . . . . . . . . 27
Logging In and Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Changing the Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

The AltiWare Administrator Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . 28
The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
The View Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Boards View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Extension View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Trunk View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Call Log View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Workgroup View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Current Resource Statistics Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Stopping the AltiGen Switching Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Programs Available from the Windows Start Menu . . . . . . . . . . . . . . . . . . . . 37
CHAPTER 4
System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Setting General Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Setting a System Number Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Setting Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Routing Calls on Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Configuring System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Defining System Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Blocking Calls to Area Codes from All Extensions. . . . . . . . . . . . . . . . . . . . 55
Setting Unrestricted Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Locking Attacked Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Blocking All Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Enabling Hop Off for Tie Trunks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Setting 10-Digit Dialing Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Creating Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Adding and Deleting Account Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Setting up Call Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Internal Database Configuration (Internal Log Service) . . . . . . . . . . . . . . . 58
Exporting Through a Local Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Country-Relevant Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Setting Toll Call Prefixes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Setting Emergency Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Audio Peripheral Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Configuring Music On Hold and Recorded Announcements . . . . . . . . . . . . . 61
Setting Greeting and Update Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Configuring Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Feature Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
CHAPTER 5
Gateway Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Managing AltiGateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Setting Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Adding and Attaching a Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Detaching and Deleting a Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Changing Gateway ID and Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
AltiGateway Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
CHAPTER 6
Voice Mail Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Managing Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Setting Message Notification Retries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Setting Message Management Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Setting Message Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Setting E-mail Messaging Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Creating Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Defining a Distribution List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
CHAPTER 7
Auto Attendant Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Planning Is Essential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Example: AA Planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Adding Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Editing Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Configuring Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Making Auto Attendant Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Phrase Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Using Pre-Recorded Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Recording Custom Phrases from the AltiGen Phone . . . . . . . . . . . . . . . . . . 88
Using Professionally Recorded Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
CHAPTER 8
Multilingual Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Configuration Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Creating Language Phrase Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Storing Language Phrase Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Configuring for a Multilingual System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Enabling Multilingual Support in the Auto Attendant . . . . . . . . . . . . . . . . . . . 94
Configuring the Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Extension User Can Change Language Setting. . . . . . . . . . . . . . . . . . . . . . 96
Using DNIS to Set the Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Which Language Will Be Used? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
CHAPTER 9
Call Recording Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Description of the Recorded File Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Configuring Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Using a Remote Shared Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

CHAPTER 10
Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . 107
Application Extension Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Application Failover Plan. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Application Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Readying the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
CHAPTER 11
Board Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Using the Triton Resource Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Using the Triton MeetMe Conference Board . . . . . . . . . . . . . . . . . . . . . . . . 113
Configuring the Quantum Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Configuring the Triton Analog Station Board . . . . . . . . . . . . . . . . . . . . . . . 114
Configuring the Triton Analog Trunk LS/GS and LS Boards . . . . . . . . . . . . . 115
Configuring the Triton VoIP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Configuring the Triton T1/E1 Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Configuring the Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Setting up Channels on the Triton T1/E1 Board. . . . . . . . . . . . . . . . . . . . 121
Installing a Channel Service Unit (CSU) . . . . . . . . . . . . . . . . . . . . . . . . . 129
Troubleshooting T1/E1—Common Symptoms . . . . . . . . . . . . . . . . . . . . . 129
Configuring Virtual Boards SIPSP and H323SP . . . . . . . . . . . . . . . . . . . . . . 130
Configuring the SIPSP Board. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Configuring the H323SP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Configuring the MAX Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Configuring the Virtual MobileExt Board . . . . . . . . . . . . . . . . . . . . . . . . . . 133
CHAPTER 12
Trunk Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Trunks Out of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Channel Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Opening the Trunk Configuration Window . . . . . . . . . . . . . . . . . . . . . . . . . 136
Selecting Trunks to Set Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Configuring One or Multiple Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Setting General Trunk Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
H323 Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .142
SIP Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
SIP Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .143
Configuring a SIP Trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Triton T1/E1 Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Caller ID and DID Incoming Sequence Example . . . . . . . . . . . . . . . . . . . 147
Triton Analog Trunk GS/LS Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Performing Impedance Match on Your Own. . . . . . . . . . . . . . . . . . . . . . . 151
Using the Match Impedance Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Measuring the Rx Level of a Trunk Channel . . . . . . . . . . . . . . . . . . . . . . 152
If You Need to Improve the Rx Level . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
If You Don’t Have the Milli-Watt Test Number . . . . . . . . . . . . . . . . . . . . . 153
Quantum Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157

Incoming Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Regular Trunk Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Outgoing Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
CHAPTER 13
In Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Caller ID Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Adding and Deleting Caller ID Route Entries . . . . . . . . . . . . . . . . . . . . . . 164
Defining Caller ID Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Adding and Deleting DNIS Route Entries. . . . . . . . . . . . . . . . . . . . . . . . . 166
Defining DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
CHAPTER 14
Out Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Configuring Out Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Working with Route Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Setting Default Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Working on Dialing Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Configuration Example - Solving 10-digit Dialing . . . . . . . . . . . . . . . . . . . . 176
Resolving Dialing Delay for Non-USA/Canada Countries . . . . . . . . . . . . . . . 178
CHAPTER 15
Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
About the Apply To Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Setting up Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Setting Personal Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Forced Account Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Call Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Physical Location and Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Setting the Line Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
IP Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Phone Display Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Configuring Group Options for an Extension . . . . . . . . . . . . . . . . . . . . . . . . 191
Setting up Station Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Setting the Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Setting an Information-Only Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
SMTP/POP3 Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Mail Forwarding Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Setting Message Playback Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Press “0” Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Setting the Message Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 199
Emergency Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Unusual VM Activity Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Enabling Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Configuring Calling Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Setting Call Restriction Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Setting Other Call Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Handling Unanswered Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Configuring One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
One Number Access Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Call Screening. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Setting Caller ID Verification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Specifying Forwarding Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Setting Up Monitor Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Configuring a Monitor List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
CHAPTER 16
Setting Up IP Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Setting an IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Setting VoIP Codec for IP Extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
CHAPTER 17
AltiGen IP Phone Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 221
CHAPTER 18
Mobile Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Mobile Extension Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Setting Up a Mobile Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Voice Mail for Mobile Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Mobile Extension Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
CHAPTER 19
Hunt Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Overview of Huntgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . . 238
Setting Up Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Establishing Basic Hunt Group Attributes . . . . . . . . . . . . . . . . . . . . . . . . 239
Setting Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Establishing Hunt Group Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Setting Login Status for System Restart. . . . . . . . . . . . . . . . . . . . . . . . . 241
Setting Hunt Group Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Setting E-mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

Setting Mailbox Playback Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Setting the Message Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 244
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Setting a Hunt Group’s Call Distribution Rule. . . . . . . . . . . . . . . . . . . . . . 248
Setting Queue Management Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
CHAPTER 20
Paging Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
CHAPTER 21
Line Park Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
CHAPTER 22
Workgroup Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Workgroup Functionalities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Creating and Configuring Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Overview of Workgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . . 262
Setting Up Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Establishing Basic Workgroup Attributes . . . . . . . . . . . . . . . . . . . . . . . . . 263
Setting Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Service Level Threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Workgroup Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Establishing Workgroup Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Setting Login Status for System Restart . . . . . . . . . . . . . . . . . . . . . . . . . 268
Setting Workgroup Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Setting E-mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Setting Mailbox Playback Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Press “0” Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Voice Mail Access Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Setting the Message Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 271
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274

Handling Unanswered Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Number of Rings Before Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Setting IntraGroup Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Queue Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Setting Queue Phrase Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Queue Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Expected Wait Time Sampling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Queue Overflow Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Quit Queue Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Supervisor Queue Control. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Agent Logout Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
CHAPTER 23
Managing and Using MeetMe Conference . . . . . . . . . . . . . . . . . . 281
Setting the MeetMe Conference Extension . . . . . . . . . . . . . . . . . . . . . . . . . 282
MeetMe Conference Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Working in the MeetMe Conference Window . . . . . . . . . . . . . . . . . . . . . . . 283
Creating a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .285
E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Modifying the E-mail Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .289
Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . . . . . . . . . 289
Joining a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
CHAPTER 24
Network Configuration Guidelines
for VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
ISP/Intranet Quality of Service (QoS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
WAN Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
WAN Router Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Firewall Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Network Using NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Network Configuration Guidelines for AltiGen IP Phones . . . . . . . . . . . . . . . 293
Configuration Guidelines for NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Private Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . 293
VPN Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
CHAPTER 25
Enterprise VoIP Network Management . . . . . . . . . . . . . . . . . . . . 299
Understanding VoIP Bandwidth Requirements . . . . . . . . . . . . . . . . . . . . . . .300
Opening AltiEnterprise Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .301
Changing the AltiEnterprise Manager Password . . . . . . . . . . . . . . . . . . . . 303
Setting VoIP Codec Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
Assigning Codec Profiles to IP Addresses . . . . . . . . . . . . . . . . . . . . . . . . . 306
Defining IP Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Defining Your Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
Configuring a Public or Intranet Pipe . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

Configuring AltiServ Behind NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
Defining the IP Dialing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
The Multi-site VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Creating a Multi-site VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Declaring Additional Servers for the VoIP Domain . . . . . . . . . . . . . . . . . . 317
Working with Servers in the VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . 318
Adding a Server to a VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
Rejoining a Server to the VoIP Domain. . . . . . . . . . . . . . . . . . . . . . . . . . 320
Managing VoIP Domain Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321
The Scope of an Extension in the VoIP domain . . . . . . . . . . . . . . . . . . . . 322
Changing an Extension’s Scope from Local to Global . . . . . . . . . . . . . . . . 324
Changing an Extension’s Scope from Global to Local . . . . . . . . . . . . . . . . 325
Relocating a Global Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326
Configuring Global Least Cost Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
When Information May Be Out of Sync . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
CHAPTER 26
System Report Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331
System Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331
IP Cumulative Traffic Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332
Resetting Cumulative Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
CHAPTER 27
Tools and Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
AltiGen Board Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
CT-Bus Test Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
AltiGateway Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
Backup and Restore Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
Backing Up Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
Scheduling Backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
Restoring Backed up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339
AltiWare Admin & Extension Security Checker . . . . . . . . . . . . . . . . . . . . . . 340
Checking Extension Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341
Start & Stop All AltiGen Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
Trace Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Voice File Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
Read Config . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
Work/Hunt Group Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
APPENDIX A
E1-R2 and E1 ISDN PRI Installations . . . . . . . . . . . . . . . . . . . . . 351
E1 R2 CAS Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
E1 ISDN PRI Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
APPENDIX B
Required Service Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 367

Service Parameters/Request Information for T1 . . . . . . . . . . . . . . . . . . . . . 367
Service Parameters/Request Information for PRI . . . . . . . . . . . . . . . . . . . . .369
Service Parameters/Request Information for E1 . . . . . . . . . . . . . . . . . . . . . 370
APPENDIX C
Network Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
Remote IP Phones Behind NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
APPENDIX D
Technical Support & Product Repair Services . . . . . . . . . . . . . . . 375
Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375
Product Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
Technical Training for Administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
APPENDIX E
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379
Troubleshooting VoIP—Common Symptoms and Solutions . . . . . . . . . . . . . 379
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381

AltiWare ACC 5.2 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 5.2 Administration Manual

AltiWare ACC 5.2 Administration Manual 3
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 and 5.2
The following sections list the enhancements made to AltiWare Release 5.1 and the
additional enhancements made to AltiWare Release 5.2.
SIP Implementation
•Softswitch Architecture - Softswitch is a programmable network switch. It de-
couples the network hardware from the switching software. Beginning with 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 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. Beginning with 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.

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4AltiWare ACC 5.2 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. Beginning with Release 5.1, AltiGen’s
system can 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 allows 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 - In the 5.1 Release, the IP Dialing Table moved to
AltiEnterprise Manager. The IP Dialing Table configuration is used to create location-
based routing in the AltiEnterprise. Beginning with Release 5.1, the IP Dialing Table
supports hop-off blocking by location to prevent unnecessary hop-off calling.

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AltiWare ACC 5.2 Administration Manual 5
•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.
•Global Dial-by-Name and Greeting Synchronization - Caller using the dial-by-
name feature from any system within the VoIP domain can search the entire global
directory. The global extension’s greeting is replicated to all systems within the VoIP
domain. (Release 5.1 Update 1)
•Global Extension Relocation by User - When a global extension user travels to
any site, the user can dial #27 to log in to the local server. AltiEnterprise relocates
the user’s extension setting and voice mail to the local server and activates the
extension as a physical extension. All member systems receive an update notice
from AltiEnterprise Manager to change the routing destination. (Release 5.1 Update
1)
•Global DID Number List - The DID number field is part of the global extension
configuration. When a call comes in with a DID number, the system looks for a local
extension with the same DID number first. If the system cannot find a matching local
extension, it will match the global extension DID number and route the call. (Release
5.1 Update 1)
•Global Extension Appearance - With proper configuration, the IP phone user can
see the following information for a global extension in the VoIP domain: line state
(idle, busy, ring, error), extension status (DND), and activity (presence). This
information can be displayed in AltiView/AltiAgent/AltiConsole and on the IP phone.
Limitation: For display only; user cannot answer calls for the global extension.
(Release 5.2)
•Global Intercom - An extension user can dial #93 + Global Ext. to intercom a
Global extension (through a SIP tie trunk). (Release 5.2)
Multi-Chassis Gateway Support
•Supports one OFFICE3G running AltiWare 5.1 or 5.2 to control three
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 OFFICE3G server running AltiWare 5.1 or 5.2 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 or 5.2 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.

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6AltiWare ACC 5.2 Administration Manual
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
•Ability to select a custom file name in the phrase management menu
•Adjustable System Phrase for System Park
PBX New Features and Enhancements
•Recording to a centralized location (Release 5.2)
•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
•Music on Hold .wav File - Windows .wav format [8K/sec 8bit Mu-law only] can be
used as the Music-on-Hold file. (Release 5.1 Update 1)

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AltiWare ACC 5.2 Administration Manual 7
•AltiView/AltiAgent users can assign an account code to a call without putting the
caller on hold. (Release 5.2)
•Line Park enhancements in Release 5.2:
–Separation of parked-by-system and parked-by-extension timeout treatment
–The parked-by-system timeout options now include transfer to extension or
workgroup
–A parked-by-extension timeout configuration has been added: at timeout, the
system will ring back the extension that parked the call
•SIP Third-Party Devices - allows certified third-party SIP devices (for example, a
third- party IP phone) to register as an IP extension. Note: A license is required to
enable this feature for an extension. (Release 5.2)
•Auto Attendant configuration - a Play Extension Greeting option was added to the
VM-Record Message “action item.” Also, after clicking OK in the AA configuration
page, AltiWare Admin returns you to the AA Select page instead of closing the AA
configuration. (Release 5.2)
•Feature Profile changes - #90 = READY to receive workgroup calls; #91 = NOT
READY to receive workgroup calls. (Release 5.2)
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/AltiAgent/AltiConsole
•With proper configuration, AltiView/AltiAgent/AltiConsole can display the following
information for a global extension in the VoIP domain: line state (idle, busy, ring,
error), extension status (DND), and activity (presence). For display only; user
cannot answer calls for the global extension. (Release 5.2)
AltiView
•Meet-Me conference scheduling, monitoring, mute, and drop capability
•Dial pad and Flash key

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8AltiWare ACC 5.2 Administration Manual
•Ability to manage Activity greetings
•Ability to transfer or conference by clicking in Speed Dial or Monitor lists
•When user clicks Delete All in call history, confirmation is required
•AltiView/AltiAgent users can assign an account code to a call without putting the
caller on hold. (Release 5.2)
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
•AltiView/AltiAgent users can assign an account code to a call without putting the
caller on hold. (Release 5.2)
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
•IP 705/710 phone only: Using a programmable key (configured from AltiWare
Administrator or the IP phone), the IP phone user can see the following information
for a global extension in the VoIP domain: line state (idle, busy, ring, error),
extension status (DND), and activity (presence). For display only; user cannot
answer calls for the global extension. (Release 5.2)