Altigen AltiWare ACM 5.1 Instruction Manual

AltiWare™ACM 5.1
Administration
Manual
7/2007 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] E-mail: [email protected]
Fax: [phone] Web site: www.altigen.com
Copyright © AltiGen Communications, Inc. 2007. All rights reserved.
Printed in U.S.A. 7/2007 4413-0001-5.1

AltiWare 5.1 Administration Manual i
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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
Migrating from ACC 5.1 to ACM 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
About License Keys and the System Key . . . . . . . . . . . . . . . . . . . . . . . . . . 26
License Activation and Registration Procedures . . . . . . . . . . . . . . . . . . . . . . 27
When the System Has an Internet Connection . . . . . . . . . . . . . . . . . . . . . 28
When the System Has No Internet Connection. . . . . . . . . . . . . . . . . . . . . 33
Registering Online Without AltiWare Admin . . . . . . . . . . . . . . . . . . . . . . . 38
Installing AltiWare Admin on a Network Client . . . . . . . . . . . . . . . . . . . . . . 38
Uninstalling AltiWare . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Troubleshooting (Error Messages) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

ii AltiWare 5.1 Administration Manual
CHAPTER 3
Getting Around AltiWare Administrator 5.1 . . . . . . . . . . . . . . . . . 41
Logging In and Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Changing the Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
The AltiWare Administrator Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . 42
The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Quick Access Toolbar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
The View Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Boards View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Extension View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Trunk View Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Call Log View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Workgroup View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Current Resource Statistics Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Stopping the AltiGen Switching Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Programs Available from the Windows Start Menu . . . . . . . . . . . . . . . . . . . . .50
CHAPTER 4
System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Setting General Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Setting a System Number Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Setting Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Routing Calls on Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Configuring System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Defining System Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Blocking Calls to Area Codes from All Extensions . . . . . . . . . . . . . . . . . . . 67
Setting Local/Toll Free Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Locking Attacked Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Blocking All Outgoing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Enabling Hop Off for Tie Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Setting 10-Digit Dialing Area Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Creating Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Adding and Deleting Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Setting up Call Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Internal Database Configuration (Internal Log Service) . . . . . . . . . . . . . . . 70
External (Remote) Logging of Call Data . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Exporting Through a Local Port. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Country-Relevant Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Setting Toll Call Prefixes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Setting Emergency Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Audio Peripheral Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Configuring Music On Hold and Recorded Announcements . . . . . . . . . . . . . 73
Setting Greeting and Update Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Configuring Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Feature Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

AltiWare 5.1 Administration Manual iii
CHAPTER 5
Gateway Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79
Managing AltiGateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Setting Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Adding and Attaching a Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Detaching and Deleting a Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Changing Gateway ID and Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
AltiGateway Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
CHAPTER 6
Voice Mail Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87
Managing Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Setting Message Notification Retries . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Setting Message Management Options . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Setting Message Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Setting E-mail Messaging Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Synchronizing E-mail with Exchange. . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Creating Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Defining a Distribution List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
CHAPTER 7
Auto Attendant Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93
Planning Is Essential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Example: AA Planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Adding Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Editing Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Configuring Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Making Auto Attendant Assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Phrase Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Using Pre-Recorded Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Recording Custom Phrases from the AltiGen Phone. . . . . . . . . . . . . . . . . . 101
Using Professionally Recorded Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . 101
CHAPTER 8
Multilingual Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103
Configuration Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Creating Language Phrase Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Storing Language Phrase Packages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Configuring for a Multilingual System . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Enabling Multilingual Support in the Auto Attendant . . . . . . . . . . . . . . . . . . 106
Configuring the Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Extension User Can Change Language Setting . . . . . . . . . . . . . . . . . . . . . 107
Using DNIS to Set the Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Which Language Will Be Used? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
CHAPTER 9
Call Recording Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . .111

iv AltiWare 5.1 Administration Manual
Description of the Recorded File Name . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Configuring Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Using a Remote Shared Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
CHAPTER 10
Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . 119
Application Extension Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Application Failover Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Application Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Readying the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
CHAPTER 11
Board Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Using the Triton Resource Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Using the Triton MeetMe Conference Board . . . . . . . . . . . . . . . . . . . . . . . . 125
Configuring the Quantum Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Configuring the Triton Analog Station Board . . . . . . . . . . . . . . . . . . . . . . . 126
Configuring the Triton Analog Trunk LS/GS and LS Boards . . . . . . . . . . . . . 127
Configuring the Triton VoIP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Configuring the Triton T1/E1 Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Configuring the Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Setting up Channels on the Triton T1/E1 Board . . . . . . . . . . . . . . . . . . . 133
Installing a Channel Service Unit (CSU) . . . . . . . . . . . . . . . . . . . . . . . . . 141
Troubleshooting T1/E1—Common Symptoms . . . . . . . . . . . . . . . . . . . . . 141
Configuring Virtual Boards SIPSP and H323SP . . . . . . . . . . . . . . . . . . . . . 142
Configuring the SIPSP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Configuring the H323SP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Configuring the MAX Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Configuring the Virtual MobileExt Board . . . . . . . . . . . . . . . . . . . . . . . . . . 145
CHAPTER 12
Trunk Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Trunks Out of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Channel Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Opening the Trunk Configuration Window . . . . . . . . . . . . . . . . . . . . . . . . . 148
Selecting Trunks to Set Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Configuring One or Multiple Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Setting General Trunk Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
H323 Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
SIP Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
SIP Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Configuring a SIP Trunk. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Triton T1/E1 Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Caller ID and DID Incoming Sequence Example . . . . . . . . . . . . . . . . . . . 159
Triton Analog Trunk GS/LS Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Performing Impedance Match on Your Own . . . . . . . . . . . . . . . . . . . . . . 163
Using the Match Impedance Button. . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Measuring the Rx Level of a Trunk Channel . . . . . . . . . . . . . . . . . . . . . . 164

AltiWare 5.1 Administration Manual v
If You Need to Improve the Rx Level. . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
If You Don’t Have the Milli-Watt Test Number . . . . . . . . . . . . . . . . . . . . . 165
Quantum Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Incoming Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Regular Trunk Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Web IP Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Outgoing Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
CHAPTER 13
In Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . .175
Caller ID Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Adding and Deleting Caller ID Route Entries . . . . . . . . . . . . . . . . . . . . . . 176
Defining Caller ID Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Adding and Deleting DNIS Route Entries . . . . . . . . . . . . . . . . . . . . . . . . . 178
Defining DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
CHAPTER 14
Out Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . .181
Configuring Out Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Working with Route Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Setting Default Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Working on Dialing Patterns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Configuration Example - Solving 10-digit Dialing . . . . . . . . . . . . . . . . . . . . . 188
Resolving Dialing Delay for Non-USA/Canada Countries . . . . . . . . . . . . . . . . 190
CHAPTER 15
Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .193
About the Apply To Button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Setting up Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Setting Personal Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Forced Account Code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Personal Call Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Physical Location and Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Setting the Line Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
IP Extension Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Phone Display Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Configuring Group Options for an Extension . . . . . . . . . . . . . . . . . . . . . . . . 203
Setting up Station Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Setting the Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Setting an Information-Only Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Disabling a Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Synchronizing with Exchange Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
SMTP/POP3 Setting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Mail Forwarding Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Setting Message Playback Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Press “0” Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

vi AltiWare 5.1 Administration Manual
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Setting the Message Types for Notification. . . . . . . . . . . . . . . . . . . . . . . 210
Emergency Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Unusual VM Activity Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Setting the Type of Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Setting Notification Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Enabling Message Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Configuring Calling Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Setting Call Restriction Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Setting Other Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Forwarding All Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Handling Busy Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Setting Call Waiting Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Configuring One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
One Number Access Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Call Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Setting Caller ID Verification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Specifying Forwarding Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Setting Up Monitor Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Configuring a Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
CHAPTER 16
Setting Up IP Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Setting an IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
Setting VoIP Codec for IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
CHAPTER 17
AltiGen IP Phone Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 233
CHAPTER 18
Mobile Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 239
Mobile Extension Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Setting Up a Mobile Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Voice Mail for Mobile Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Mobile Extension Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
CHAPTER 19
Hunt Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Overview of Huntgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . 250
Setting Up Huntgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Establishing Basic Hunt Group Attributes . . . . . . . . . . . . . . . . . . . . . . . . 251
Setting Call Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Establishing Hunt Group Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Setting Login Status for System Restart. . . . . . . . . . . . . . . . . . . . . . . . . 253

AltiWare 5.1 Administration Manual vii
Setting Hunt Group Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Disabling a Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Synchronizing with Exchange Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Setting E-mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Setting Mailbox Playback Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Setting the Message Types for Notification. . . . . . . . . . . . . . . . . . . . . . . . 256
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Setting Notification Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Setting Notification Business Hours. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Setting a Hunt Group’s Call Distribution Rule . . . . . . . . . . . . . . . . . . . . . . 260
Setting Queue Management Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
CHAPTER 20
Paging Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . .263
CHAPTER 21
Line Park Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .267
CHAPTER 22
Workgroup Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .271
Workgroup Functionalities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Creating and Configuring Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Overview of Workgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . . 274
Setting Up Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Establishing Basic Workgroup Attributes . . . . . . . . . . . . . . . . . . . . . . . . . 275
Setting Call Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Service Level Threshold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Workgroup Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Establishing Workgroup Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Setting Login Status for System Restart . . . . . . . . . . . . . . . . . . . . . . . . . 280
Setting Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Setting Up Skill Based Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Setting Rules for Skill Based Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
Setting Workgroup Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Disabling a Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Synchronizing with Exchange Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Setting E-mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Setting Mailbox Playback Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Press “0” Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
Voice Mail Access Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289

viii AltiWare 5.1 Administration Manual
Setting the Message Types for Notification. . . . . . . . . . . . . . . . . . . . . . . 289
Setting the Type of Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
Setting Notification Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Handling Busy Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Forwarding All Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Number of Rings Before Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Setting IntraGroup Call Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Queue Management - Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
Setting Queue Phrase Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
Queue Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
Expected Wait Time Sampling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
Queue Overflow Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
Quit Queue Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Priority Promotion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Supervisor Queue Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Queue Management - Advanced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
Menu Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301
Queue Overflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
Application Extension Queue Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
Agent Logout Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
CHAPTER 23
Managing and Using MeetMe Conference . . . . . . . . . . . . . . . . . . 305
Setting the MeetMe Conference Extension . . . . . . . . . . . . . . . . . . . . . . . . 306
MeetMe Conference Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
Working in the MeetMe Conference Window . . . . . . . . . . . . . . . . . . . . . . . 307
Creating a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
Modifying the E-mail Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . . . . . . . . . 312
Joining a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
CHAPTER 24
Network Configuration Guidelines for VoIP . . . . . . . . . . . . . . . . 315
ISP/Intranet Quality of Service (QoS) . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
WAN Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
WAN Router Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Firewall Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Network Using NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Network Configuration Guidelines for AltiGen IP Phones . . . . . . . . . . . . . . . 317
Configuration Guidelines for NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
Private Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . 317
VPN Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . . . 319

AltiWare 5.1 Administration Manual ix
CHAPTER 25
Enterprise VoIP Network Management . . . . . . . . . . . . . . . . . . . .323
Understanding VoIP Bandwidth Requirements . . . . . . . . . . . . . . . . . . . . . . 324
Opening AltiEnterprise Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
Changing the AltiEnterprise Manager Password . . . . . . . . . . . . . . . . . . . . 327
Setting VoIP Codec Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327
Assigning Codec Profiles to IP Addresses . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Defining IP Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332
Defining Your Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
Configuring a Public or Intranet Pipe. . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
Configuring AltiServ Behind NAT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
Defining the IP Dialing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
The Multi-site VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339
Creating a Multi-site VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339
Declaring Additional Servers for the VoIP Domain. . . . . . . . . . . . . . . . . . . 341
Working with Servers in the Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
Adding a Server to a VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
Rejoining a Server to the VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Managing Domain Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
The Scope of an Extension in the VoIP Domain . . . . . . . . . . . . . . . . . . . . 346
Changing an Extension’s Scope from Local to Global. . . . . . . . . . . . . . . . . 348
Changing an Extension’s Scope from Global to Local. . . . . . . . . . . . . . . . . 349
Relocating a Global Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350
Configuring Global Least Cost Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
When Information May Be Out of Sync . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
CHAPTER 26
System Report Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . .355
System Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
IP Cumulative Traffic Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356
Resetting Cumulative Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
CHAPTER 27
Microsoft Exchange Integration . . . . . . . . . . . . . . . . . . . . . . . . . .359
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
Exchange Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362
Exchange System Manager Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 363
Installing Outlook 2000/2003 Client on the AltiWare System . . . . . . . . . . . . 367
Enabling the Exchange Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
Enable Exchange Integration in AltiWare Admin . . . . . . . . . . . . . . . . . . . . . 375
Testing the Exchange Server Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375
Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
CHAPTER 28
TAPI Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .379
Installing the TAPI Proxy Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379

xAltiWare 5.1 Administration Manual
Setting Up the Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380
Install the AltiGen TAPI Service Provider on the Client. . . . . . . . . . . . . . . 380
Set Up Phone and Modem Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380
Set Up Phone Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382
Testing TAPI Service Provider on the Client System. . . . . . . . . . . . . . . . . 383
Making a Call in Microsoft Outlook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Changing TAPI Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . 385
CHAPTER 29
Tools and Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387
AltiGen Board Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387
CT-Bus Test Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388
Backup and Restore Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388
Backing Up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389
Scheduling Backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389
Restoring Backed up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
AltiWare Admin & Extension Security Checker . . . . . . . . . . . . . . . . . . . . . . 391
Checking Extension Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392
Start & Stop All AltiGen Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394
Trace Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
Voice File Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
Read Config . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 399
Work/Hunt Group Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400
APPENDIX A
E1-R2 and E1 ISDN PRI Installations . . . . . . . . . . . . . . . . . . . . . 403
E1 R2 CAS Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403
E1 ISDN PRI Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415
APPENDIX B
Required Service Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
Service Parameters/Request Information for T1 . . . . . . . . . . . . . . . . . . . . 419
Service Parameters/Request Information for PRI . . . . . . . . . . . . . . . . . . . . . 421
Service Parameters/Request Information for E1 . . . . . . . . . . . . . . . . . . . . 422
APPENDIX C
Network Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
Remote IP Phones Behind NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424
APPENDIX D
Technical Support & Product Repair Services . . . . . . . . . . . . . . . 427
Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Product Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
Technical Training for Administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428

AltiWare 5.1 Administration Manual xi
APPENDIX E
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .431
Troubleshooting VoIP—Common Symptoms and Solutions . . . . . . . . . . . . . . 431
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433

xii AltiWare 5.1 Administration Manual

AltiWare ACM 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 Manager
(ACM) system.
Another manual, the AltiServ User Guide, covers the AltiWare ACM 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
•Advanced Call Router
•Alti-IP 600 Administration Manual
•IP 710 User Manual
•IP 705 User Manual

2AltiWare ACM 5.1 Administration Manual

AltiWare ACM 5.1 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
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.

Chapter 1: Overview
4AltiWare ACM 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 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 Domain extension list.
•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 ACM 5.1 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.
Multi-Chassis Gateway Support
•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
•Ability to select a custom file name in the phrase management menu
•Adjustable System Phrase for System Park

Chapter 1: Overview
6AltiWare ACM 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
•Ability to tag Skill Level Requirement (SKLR) for an 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
•Ability to transfer or conference by clicking in Speed Dial or Monitor lists