Altigen Altiware HPBX 5.0A Instruction Manual

AltiWare HPBX ™ 5.0A
Supplement
to AltiWare OE/ACC 5.0 System Installation and
Administration Manual
10/20044410-0001C-5.0A

WARNING!
Toll fraud is committed when individuals unlawfully gain access to
customer telecommunication systems. This is a criminal offense.
Currently, we do not know of any telecommunications system that is
immune to this type of criminal activity. AltiGen Communications, Inc.
will not accept liability for any damages, including long distance charges,
which result from unauthorized and/or unlawful use. Although AltiGen
Communications, Inc. has designed security features into its products, it is
your sole responsibility to use the security features and to establish security
practices within your company, including training, security awareness, and
call auditing.
NOTICE
While every effort has been made to ensure accuracy, AltiGen
Communications, Inc. will not be liable for technical or editorial errors or
omissions contained within the documentation. The information contained
in this documentation is subject to change without notice.
This documentation may be used only in accordance with the terms of the
AltiGen Communications, Inc. License Agreement.
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [email protected]
Web site: www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiServ HPBX, AltiWare, AltiContact Manager,
AltiReach, AltiLink, AltiConsole, AltiAdmin, ACM Admin,
AltiVRPlayer,Zoomerang,IPTalk,Alti-MobileExtension,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.
Copyright © AltiGen Communications, Inc. 2004. All rights reserved.
10/20044410-0001C-5.0A

HPBX 5.0A Supplement i
Contents
AltiServ HPBX Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
SystemCapacity........................................1
AltiServ HPBX Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
SystemRequirements....................................2
SystemSupport ........................................2
BoardsSupport.......................................3
Installation ............................................3
UpgradePath ........................................3
RestoringthePreviousVersionofAltiWare ..................4
NewHPBX5.0AFeatures................................5
AltiServ HPBX Configuration GUI Changes . . . . . . . . . . . . . . . . . 6
GeneralPage-ExtensionConfiguration...................6
TenantsPage-SystemConfiguration .....................7
HolidayPage-SystemConfiguration.....................8
DNISPage-SystemConfiguration.......................9
AutoAttendant......................................10
LineParkConfiguration...............................11
PagingGroupConfiguration............................12
TrunkConfiguration-General..........................13
ConfiguringtheMulti-TenantTable .......................13
ModifyingtheTenantTable .............................15
OtherHPBX5.0ANewFeatures..........................16
TenantBasedMusicSourceSupport.....................16
AltiGen SDK 2.8.1 Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Disabled RTM MultiCast in AltiServ. . . . . . . . . . . . . . . . . . . . . 16
UnsupportedFeatureCodes..............................16
UnsupportedApplications ...............................17

ii HPBX 5.0A Supplement

HPBX 5.0A Supplement 1
AltiServ HPBX Overview
AltiServ HPBX is the first affordable IP Hosted PBX for small
organizations supporting up to 400 users and 100 separate organizations
per server platform. AltiServ HPBX is an overlay software application
applied to AltiWare OE. And since AltiServ HPBX is modular, service
providers can add servers only as needed. Rack and stack multiple AltiServ
HPBXs to grow your business.
AltiServ HPBX provides the features of an IP PBX and optional integrated
contact center to the subscriber without the up front costs and support
overhead of premise based equipment. AltiServ HPBX enables service
providers and customers the ability to perform moves, adds, and changes
using intuitive interfaces.
Clients can be in the same building, different buildings, remote locations or
a combination of all geographical configurations. Tenant organizations or
a hosted PBX subscriber's companies can be as small as one and as large as
400 working off the same system, all company sizes will benefit from the
powerful, productive and easy to use feature set. The combination of
services offered can be different for subscribing company.
Important Notes
• The AltiServ HPBX option is a separate installation from AltiWare,
which requires the purchase and activation of the HPBX 5.0A Base
License, and can only be applied to AltiWare OE/ACC 5.0A (or later
versions).
System Capacity
• Up to 8 single span T1/E1/PRI boards per system
• Up to 400 IP extensions (including 120 G.723.1 or 60 G.711 sessions
• Up to 99 tenants and one System Tenant (Tenant ID “0”)
• Up to 156 analog extensions
• Up to 100 Business Hour and Holiday profiles
• Upto255AutoAttendants
• Up to 32 Workgroup/Hunt Groups (128 agents per group)
• Up to 200 AltiView sessions

2HPBX 5.0A Supplement
• Up to 40 AltiConsole sessions
AltiServ HPBX Licensing
The following new licenses are added in AltiServ HPBX:
•AltiServ HPBX Base License - enables AltiWare to support
multiple tenant features and generates the External Logger License.
The following existing license is changed in AltiServ HPBX:
•IP Extension License is no longer needed for eaither Alti-IP 600
Phone or third party IP phones.
• Station License is required in HPBX 5.0A
• Other OE 5.0A Licenses are supported in HPBX 5.0A
System Requirements
• AltiWare OE/ACC 5.0A
• AltiServ HPBX Base License
System Support
The following operating systems are supported in HPBX 5.0A:
•ForAltiWare Server: Windows 2000 Server w/SP4, Windows 2000
Professional w/SP4 (SmallOffice and AltiServ1 IP only), Windows
Server 2003
•ForExternal CDR Databases: Microsoft SQL Server 7.0, Microsoft
SQL Server 2000
•ForHPBX Admin: Windows 2000 Server/Professional with SP4,
Windows Server 2003, Windows XP Professional
•ForAltiGen SDK 2.8.1: ActiveX Control for AltiView/AltiAgent -
same OS support at AltiView/AltiClient; AltiAPI - Windows 98
Second Edition/Windows 2000 Server/Professional/Windows XP
Professional/Windows 2003 Server
•ForAlti-IP 600 Hardware: Levels 01, 02, 03 04 are supported;
Alti-IP 600H and Alti-IP 600PH are supported.

HPBX 5.0A Supplement 3
Boards Support
The following types of board are supported in OE, ACM, and HPBX 5.0A:
• Quantum 4x8 Board Rev. D9 or above
• Quantum 8x4 Board Rev. D9 or above
• Quantum 0x12 Board Rev. D9 or above
• Quantum 4x8 DID Board Rev. D9 or above
• Triton T1/PRI Board (1.544 MHz) revision A3 or above.
• Triton T1/E1/PRI Board (2.048 MHz)
• Triton IP Boards revision A3 or above, which includes
— IP 4-Port Board
— IP 12-Port Board (G.711/G.723.1/G.729A+B)
— IP 30-Port Board (G.711 Only) (same hardware as 12-Port IP
Board)
• Triton Analog 12-Extension Board Rev A3 or above
• Triton Analog 12-Trunk LS/GS Board Rev A3 or above
• Triton Analog 12-Trunk LS Board Rev A3 or above
• TritonResourceBoardRevA3orabove
Installation
Important:For a new installation, AltiWare OE/ACC 5.0A must be
installed AND the AltiServ HPBX Base License must be
registered prior to or during installing AltiWare HPBX.
1. To install AltiServ HPBX, launch Setup.exe from the AltiServ HPBX
folder.
2. The installation will check if the system has the HPBX Base License
installed and registered. If the HPBX Base License is not registered,
the application will stop installing.
Upgrade Path
The following migration/upgrade/migration paths are supported:
• OE/ACC5.0AtoHPBX5.0A

4HPBX 5.0A Supplement
•HPBX4.6toHPBX5.0A
Restoring the Previous Version of AltiWare
Restoring to AltiWare OE/ACC 5.0 or lower requires that you restore
backed up files from the prior release. Before you begin, you should have
backed up all the prior release configuration information as described for
installation preparation in the 5.0 System Installation and Administration
Manual.
Important:In the event that you wish to restore the previous version of
AltiWare without losing your system configuration, you
should back up the following directories before upgrading your
system to OE 5.0A:
1. <drive:>\altiserv\db\*.*
2. <drive:>\altiserv\sp\*.*
3. <drive:>\altiserv\phrases\langcustom\*.* (if you have recorded
any custom phrases).
4. <drive:>\postoffice\*.*
To restore a previous version of AltiWare, follow these steps:
1. Stop the AltiGen services as described in the 5.0A System Installation
and Administration Manual.
2. Uninstall AltiWare HBPX 5.0A as described in the 5.0A System
Installation and Administration Manual.
3. If they are installed, uninstall AltiView, AltiConsole, AltiAdmin, and
CDR Search, following the manual procedures for those applications.
4. Delete the following components using the Control
Panel Add/Remove Program:
• AltiView VM Service
• Quantum SP
•TritonSP
• Triton Analog SP
•TritonT1/PRISP
•TritonVoIPSP
5. Remove the “\altiserv” directory and any subdirectories.

HPBX 5.0A Supplement 5
6. Shut down Windows and power down the computer.
7. Install the previously removed older Quantum/Triton boards back into
the computer.
8. Reboot the computer.
9. Reinstall the previous OE and the previous version of other
client/server programs such as AltiView, AltiConsole, AltiAdmin, and
CDR Search.
10. Stop AltiGen Switching Services as described the 5.0 System
Installation and Administration Manual.
11. Restore your backups.
12. Reboot the computer.
New HPBX 5.0A Features
The following new features are included in HPBX 5.0A:
• Tenant based manager extension support
• Tenant based music source support
• Support for AltiGen SDK version 2.8.1
• Tenant based Line Park Appearance
• Tenant based Paging Groups
• Disable RTM multicast in AltiServ
• Mobile Extension
• IP extension auto fail over
• Force Account Code for long distance number only
• Emergency (911) call notification to extension, group, or an outside
number
• Dialed digit Translator Enhancements
• Extension based feature profile
• #27 Station Login behavior change
• “Allow Do Not Disturb Feature” option is removed from the
Answering page of Extension Configuration

6HPBX 5.0A Supplement
AltiServ HPBX Configuration GUI Changes
After AltiServ HPBX 5.0A is installed, the following screens in AltiWare
will be updated to allow for multiple tenant configuration.
General Page - Extension Configuration
Figure 1. General Page, Extension Configuration
In the General page of Extension Configuration:
•Tenant field—a drop-down list of Tenant IDs (groups) to which the
extensioncan beassigned.See “Tenants Page- SystemConfiguration”
on page 7 for more information on tenants. The setting can be applied
to multiple extension by using the Apply to button.

HPBX 5.0A Supplement 7
Note: If an extension is assigned to N/A in the Tenant drop-down list,
the extension is able to access all trunks, even though the
trunks have been assigned to tenants.
Tenants Page - System Configuration
Figure 2. Tenants page, System Configuration
In the Tenants page of System Configuration:
•Tenant Operator field—each tenant group is assigned a local
operator. This local operator can only be accessed by members of this
tenant group.
When a call is routed into a tenant’s Auto Attendant, the tenant
extension’s voice mail, or if the tenant extension dials the operator, this
call will be sent to the specified tenant operator.
If the tenant operator is not configured, this call will be routed to the
System Tenant (Tenant ID “0”) operator.

8HPBX 5.0A Supplement
•Tenant Manager field— an extension in each tenant group can be
assigned as a tenant manager. The tenant manager can record 1,000
customized phrases (0000-0999) for its auto attendant and queue.
Tenant-based custom phrases are also supported through Tenant Base
Manager Extension feature. The phrases recorded by the Tenant
Manager Extension are stored under AltiServ\phrases\tenant <ID>
custom folder, where <ID> is the tenant ID, e.g. Tenant1Custom
Holiday Page - System Configuration
Figure 3. Holiday page, System Configuration
In the Holiday page of System Configuration:
•Tenant drop down list - selection based on setting in the Tenants
window. See “Tenants Page - System Configuration” on page 7 for
more information on tenants.
Note: The routing destination, extension or Auto Attendant must be
in the same tenant as specified in the Tenants field. If the
Operator is selected destination, a tenant operator must be
specified in the Tenant field.

HPBX 5.0A Supplement 9
DNIS Page - System Configuration
Figure 4. DNIS page, System Configuration
In the DNIS page of System Configuration:
•Tenant drop-down list - selection based on settings configured in the
Tenantswindow (see “Tenants Page - System Configuration” on page
7).
Note: The routing destination, extension, or Auto Attendant, must be in
the same tenant as specified in the Tenant field. If the Operator is
selected destination, a tenant operator must be specified in the
Tenant field.

10 HPBX 5.0A Supplement
Auto Attendant
The Auto Attendant configuration windows (Auto Attendant Select
dialog box and Auto Attendant Main Window) will display fields for
Tenant Name.
Figure 5. Auto Attendant Select dialog box
Figure 6. Auto Attendant, main window

HPBX 5.0A Supplement 11
Line Park Configuration
The Line Park configuration window will display a field for Tenant.
Figure 7. Line Park Configuration
Note: If the exit destination is the Auto Attendant, the Auto Attendant
must be in the same tenant as specified in the Tenants field. the
phrase is also a tenant-customized phrase.

12 HPBX 5.0A Supplement
Paging Group Configuration
The Paging Group configuration window will display a field for Tenant.
Figure 8. Paging Group Configuration

HPBX 5.0A Supplement 13
Trunk Configuration - General
The General page of Trunk Configuration will display a field for Tenant
Selection.
Figure 9. General Page, Trunk Configuration
Configuring the Multi-Tenant Table
Configuring the multi-tenant table involves first adding entries to the tenant
list, then using Extension Configuration and Trunk Configuration to assign
extensions and trunks, respectively, to tenant IDs.

14 HPBX 5.0A Supplement
To create tenant entries:
1. In the Tenant window, click the Add button to open a small Tenant
Configuration dialog box.
2. In the dialog box, type in the Tenant Name and click OK.Thenclick
the Apply button in the Tenant window. The tenant ID is assigned
automatically and sequentially.
3. Repeat the above steps for all the tenants you want to add, then click
OK to close the System Configuration window.
Note: The maximum number of tenants is 100.
To assign extensions to tenant IDs:
1. Select ExtensionConfiguration...on theManagementmenu to open
the Extension Configuration General window.
2. For each extension you want to assign to a tenant ID:
a. In the Extension list, select and highlight the extension you want to
assign to a tenant ID. Each extension can be assigned to only one
tenant ID.
b. Select a tenant ID in the Tenant drop-down list under Personal
Information, then click Apply.
3. Repeat the previous step for each extension you want to assign. When
you’re done, click OK to close the Extension Configuration window.
To assign trunks to tenant IDs:
1. Select Trunk Configuration... on the Managementmenu to open the
Trunk Configuration General window.
2. For each trunk you want to assign to a tenant ID:
a. In the trunk list, select and highlight the trunk you want to assign to
a tenant ID.
b. Select a tenant ID in the Tenant Selection drop-down list, then
click Apply.
3. Repeat the previous step for each trunk you want to assign. When
you’re done, click OK to close the Trunk Configuration window.
When a trunk is assigned a tenant ID, the outgoing calls made to this
trunk can be initiated by the tenant users ONLY.
Important:When creating Tenant entries for IP extensions, the IP trunk
must have the same Tenant Name assigned as the IP extension.

HPBX 5.0A Supplement 15
Modifying the Tenant Table
Note: If the administrator changes the tenant group of an extension,Auto
Attendant or DNIS number, the administrator must also check and
change other extensions or system configurations to make sure the
tenant group is not crossed by forwarding, etc. AltiAdmin will not
automatically check and update.
To edit the tenant name:
Double-click the name in the Tenant window (or select the name and
click Edit), then change the name in the dialog box that appears.
To change the extension-to-tenant ID assignment:
Open the Extension Configuration General window, as discussed in
the steps on the previous section under “To assign extensions to tenant
IDs:,” and use the Tenant drop-down list to change the tenant ID
assigned to any extension.
If a tenant ID is already assigned, you must change or remove the
assignment from the old extension before you can assign it to a new
one.
Note: If an extension is assigned to Tenant ID 0 in the Tenant
drop-down list, the extension is able to access all trunks and
extensions, even though the extension/trunks have been
assigned to tenants.
To change the trunk-to-tenant ID assignment:
Open the Trunk Configuration General window and use the Tenant
Selectiondrop-down listto change thetenant IDassigned to any trunk.
Note: If a trunk is assigned to Tenant ID 0 in the Tenant Selection
drop-down list, the trunk is accessible to all extensions, even
though there are tenant assignments.
Tenant Limitations
• When making any tenant-related changes, such as re-assigning a
tenant group to another extension, the administrator must make sure
that all previous tenant-assigned configurations correspond to the new
changes.

16 HPBX 5.0A Supplement
Other HPBX 5.0A New Features
Tenant Based Music Source Support
Each tenant can have different music for hold files. Music file format can
be ADPCM or PCM. PCM format is recommended. A VoIP board is
required.
To assign a music file to a tenant group, rename the music file you wish to
use to “Music0001” through “Music0099.” (The 4 digit number represents
the number of the tenant group. So the file “Music0012” will play this
music file for the Tenant Group assigned as “12” in HPBX Admin. Once
you have renamed the music file, place the file into the AltiServ phrases
folder of system running HPBX Admin. (AltiServ > Phrases > Music). If
a file is not assigned to a tenant group, the system music file will be played
(set in Audio Peripheral Configuration).
AltiGen SDK 2.8.1 Support
AltiGen SDK 2.8.1 includes tenant implementation. The interface stays the
same as SDK 2.8, but the function returns only tenant data.
Disabled RTM MultiCast in AltiServ
RTM multicast feature will is disabled in HPBX 5.0A. The RTM data will
only be sent through TCP.
Unsupported Feature Codes
The following feature codes are not supported in AltiServ HPBX:
• #35 - Virtual Login (station privilege override)
• #37 - Remote Call Forwarding
• #38 - Outside Call Blocking (operator only)
• #39 - Operator Offline (operator only)
• #44 - Overhead Paging
• #45 - Overhead Paging by Trunk
• #55 - List Feature Tips