Altigen AltiWare OE Release 4.0 Instruction Manual

AltiWare™OE
Release 4.0
System
Administration
Manual
Revised 09/2000 4403-0001-4.0

WARNING!
Toll fraud is committed when individuals unlawfully gain access to
customer telecommunication systems. This is a criminal offense.
Currently, we do not know of any telecommunications system that is
immune to this type of criminal activity. AltiGen Communications, Inc.
will not accept liability for any damages, including long distance charges,
which result from unauthorized and/or unlawful use. Although AltiGen
Communications, Inc. has designed security features into its products, it is
yoursoleresponsibility to use the securityfeatures 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.
47427 Fremont Blvd.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [e-mail]
Web site: www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiWare, AltiSpan, AltiReach, AltiLink, AltiConsole,
AltiAdmin, Zoomerang and Dynamic Messaging are trademarks or
registered trademarks of AltiGen Communications, Inc.
All other brand names mentioned are trademarks or registered trademarks
of their respective manufacturers.
Copyright © AltiGen Communications, Inc. 1998, 2000. All rights
reserved. Printed in U.S.A. 09/2000 Part Number 4403-0001-4.0

Table of Contents
AltiWare OE System Administration Manual iii
Contents
Preface: About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . x
CHAPTER 1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Key AltiServ Characteristics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
PBX Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Automatic Call Distribution Features . . . . . . . . . . . . . . . . . . . . . . 8
Automated Attendant Features. . . . . . . . . . . . . . . . . . . . . . . . . . . 10
AltiMail Voice Messaging Features. . . . . . . . . . . . . . . . . . . . . . . 11
Internet Integration Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
System Administration Features . . . . . . . . . . . . . . . . . . . . . . . . . 14
T1/PRI Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Voice over IP Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Voice Over IP Session Support AltiServ Features . . . . . . . . . . . 18
AltiServ Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Optional Add-On Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
CHAPTER 2
System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Setting General Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Setting a System Number Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Assigning Trunk, IP Trunk, & Route Access . . . . . . . . . . . . . . . 26
Setting Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Configuring System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . 29
Adding Names and Comments. . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Defining System Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . 31
Blocking Calls to Area Codes from All Extensions. . . . . . . . . . . 32
Setting Toll Call Prefixes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Blocking All Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Enabling Hop Off for Tie Trunks. . . . . . . . . . . . . . . . . . . . . . . . . 33
Setting up Call Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Setting External Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Exporting Through a Local Port . . . . . . . . . . . . . . . . . . . . . . . . . 35
Managing Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Setting Message Notification Retries. . . . . . . . . . . . . . . . . . . . . . 36
Setting Message Management Options . . . . . . . . . . . . . . . . . . . . 37

Table of Contents
iv AltiWare OE System Administration Manual
Setting Message Recording Options . . . . . . . . . . . . . . . . . . . . . . 37
Setting E-mail Messaging Options . . . . . . . . . . . . . . . . . . . . . . . 38
Setting Area Code Toll Definitions . . . . . . . . . . . . . . . . . . . . . . . . 39
Defining an IP Dialing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
About the Location ID Digit Length . . . . . . . . . . . . . . . . . . . . . . 41
Defining the IP Dialing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Setting the Location ID Digit Length . . . . . . . . . . . . . . . . . . . . . 42
Defining Remote Locations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Configuring DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Adding and Deleting DNIS Route Entries. . . . . . . . . . . . . . . . . . 45
Defining the Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Using a Tenant Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Configuring the Tenant Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Modifying the Tenant Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Creating Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Defining a Distribution List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Setting Logoff Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
CHAPTER 3
Board Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Using the Triton Resource Board . . . . . . . . . . . . . . . . . . . . . . . . . 54
Configuring the Quantum Board . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Configuring the Triton Analog Station Board . . . . . . . . . . . . . . . . 57
Configuring the Triton VoIP Board . . . . . . . . . . . . . . . . . . . . . . . . 58
Configuring the Triton T1/PRI Board . . . . . . . . . . . . . . . . . . . . . . 59
Triton T1 Configuration - Triton T1/PRI Dialog Box. . . . . . . . . 60
Setting up T1 or PRI Channels on the Triton T1/PRI Board. . . . 65
CHAPTER 4
Trunk Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Selecting Trunks to Set Attributes. . . . . . . . . . . . . . . . . . . . . . . . 70
Setting General Trunk Attributes . . . . . . . . . . . . . . . . . . . . . . . . . 71
Quantum Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Triton VoIP Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Triton T1/PRI Trunk Properties. . . . . . . . . . . . . . . . . . . . . . . . . . 78
Incoming Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Outgoing Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Quantum Board Channel Gain Configuration . . . . . . . . . . . . . . . . 83

Table of Contents
AltiWare OE System Administration Manual v
CHAPTER 5
Extension and Workgroup Configuration . . . . . . . . . . . . 85
Setting up Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Adding New Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Establishing Basic Extension Attributes . . . . . . . . . . . . . . . . . . . 89
Setting Email Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Changing the Extension Location or Type. . . . . . . . . . . . . . . . . . 91
Setting an IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Setting the Line Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Setting up Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Establishing Workgroup Membership . . . . . . . . . . . . . . . . . . . . . . 97
Adding Extensions to Workgroups . . . . . . . . . . . . . . . . . . . . . . . 97
Assigning Workgroups to Extensions . . . . . . . . . . . . . . . . . . . . . 98
Setting up Station Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . 101
Setting the Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Setting an Information-Only Mailbox . . . . . . . . . . . . . . . . . . . . 103
Synchronizing with Exchange Server . . . . . . . . . . . . . . . . . . . . 104
Setting Mailbox Playback Options. . . . . . . . . . . . . . . . . . . . . . . 104
Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . 106
Setting the Message Types for Notification. . . . . . . . . . . . . . . . 106
Setting the Type of Notification. . . . . . . . . . . . . . . . . . . . . . . . . 107
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . 108
Configuring Calling Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . 109
Setting Call Restriction Options. . . . . . . . . . . . . . . . . . . . . . . . . 110
Setting Other Call Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . 110
Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Enabling “Do Not Disturb” . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Handling Unanswered Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Setting Workgroup Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Configuring One Number Access . . . . . . . . . . . . . . . . . . . . . . . . 116
Enabling One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Setting Caller ID Verification . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Specifying Forwarding Numbers. . . . . . . . . . . . . . . . . . . . . . . . 118
Setting Monitor Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Configuring a Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

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vi AltiWare OE System Administration Manual
CHAPTER 6
Out Call Routing Configuration . . . . . . . . . . . . . . . . . . . 121
Working with Route Definitions . . . . . . . . . . . . . . . . . . . . . . . . . 122
Setting Default Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
About Call Routing and 911 Calls. . . . . . . . . . . . . . . . . . . . . . . 126
Setting Dialing Pattern Routing . . . . . . . . . . . . . . . . . . . . . . . . . . 127
CHAPTER 7
Auto Attendant Configuration . . . . . . . . . . . . . . . . . . . . . 129
Planning is Essential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Example: Auto Attendant Planning . . . . . . . . . . . . . . . . . . . . . . . 130
Adding Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Editing Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Configuring Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Making Auto Attendant Assignments . . . . . . . . . . . . . . . . . . . . 136
Phrase Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Using Pre-Recorded Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Recording Custom Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Using Professionally Recorded Phrases . . . . . . . . . . . . . . . . . . 139
CHAPTER 8
Additional Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Audio Peripheral Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 141
Configuring Music On Hold and Recorded Announcements . . 142
Setting Greeting and Update Prompts . . . . . . . . . . . . . . . . . . . . 142
Configuring Overhead Paging. . . . . . . . . . . . . . . . . . . . . . . . . . 142
MVIP Clock Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Feature Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
CHAPTER 9
System Data Management . . . . . . . . . . . . . . . . . . . . . . . . 145
Using Backup and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Backing up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Scheduling Backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Restoring Backed up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
CHAPTER 10
System Report Management . . . . . . . . . . . . . . . . . . . . . . 149
System Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
System Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
IP Cumulative Traffic Statistics . . . . . . . . . . . . . . . . . . . . . . . . . 152

Table of Contents
AltiWare OE System Administration Manual vii
CHAPTER 11
Data and Internet Integration . . . . . . . . . . . . . . . . . . . . . 155
Network Protocol and Addressing . . . . . . . . . . . . . . . . . . . . . . . . 155
Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Protocol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Transport Protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Network Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Local Address. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Mixed-Media Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Setting Up Email Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Setting Up LAN and Internet Email on the Server . . . . . . . . . . 159
Setting Up LAN and Internet Email on the Client. . . . . . . . . . . 166
Setting up an Exchange Server . . . . . . . . . . . . . . . . . . . . . . . . . . 168
EIAssist Aids Exchange Server Integration. . . . . . . . . . . . . . . . 168
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
On the Exchange Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Exchange Server Configuration. . . . . . . . . . . . . . . . . . . . . . . . . 172
Microsoft Exchange Administrator Configuration . . . . . . . . . . 174
Installing Outlook 2000 Client on the AltiServ System. . . . . . . 175
Enabling the Exchange Server . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Testing the Exchange Server Setup . . . . . . . . . . . . . . . . . . . . . . 183
Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
About AltiReach Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 186
APPENDIX A
Call Accounting Report Formats . . . . . . . . . . . . . . . . . . . 187
CDR Format Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
SMDR Reporting Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Trunk Calls In Format:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Extension Calls Out Format: . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
From Extension A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
From Trunk B. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
APPENDIX B
Registration & Technical Support . . . . . . . . . . . . . . . . . . 197
Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Eligibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Technical Support Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

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viii AltiWare OE System Administration Manual
How To Reach AltiGen Technical Support. . . . . . . . . . . . . . . . 199
Tech Support on AltiGen’s Web Site . . . . . . . . . . . . . . . . . . . . 199
Unresolved Problems Escalation Procedure . . . . . . . . . . . . . . . 199
Repair and Replacement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Replacements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
RMA Fax Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Technical Support Fax Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Registration Fax Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Readers Comment Form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Preface
AltiWare OE System Administration Manual ix
Preface: About This Manual
This guide is designed for dealers, administrators and technicians who are
responsible for installation, configuration, and administration of an
AltiServ system.
Another manual, the AltiServ User Guide covers the AltiServ end user
features and functions such as call handling, voice mail,and web interface.
The Getting Started Manual covers system specifications, installation, and
an overview to navigating the AltiAdmin interface.
This guide contains the following chapters and appendixes:
Chapter 1, Overview: the AltiServ functions, features, and benefits.
Chapter 2, System Configuration: AltiServ system basic configuration,
phone numbers, number plans, out-call and in-call settings.
Chapter 3, Board Configuration: the Quantum and Triton boards.
Chapter 4, Trunk Configuration: trunk attributes, including channels.
Chapter 5, Extension and Workgroup Configuration: individual
extensions, workgroup numbers, and call handing.
Chapter 6, Out Call Routing Configuration: default outgoing callroutes
and restrictions
Chapter 7,Auto AttendantConfiguration
:pre-recorded prompts & menus.
Chapter 8, Additional Setup
: audio peripheral configuration, MVIP clock,
feature tips.
Chapter 9, System Data Management: back up and restore procedures.
Chapter 10, System Report Management: system management reports
on summary, traffic, system log and call detail summary.
Chapter 11, Data and Internet Integration: Setting up email, AltiReach,
Exchange integration.
Appendix A, Call Accounting Report Formats: keys to the data in CDR
reports.
Appendix B, Registration & Technical Support: technical support,
customer service, repair and replacement policies and forms.
Glossary, Index, and Readers’ Comment Form.

Preface
xAltiWare OE System Administration Manual
Related Publications
Related publications include:
• AltiWare OE Getting Started Manual
• AltiServ User Guide
• AltiConsole User Guide
• AltiView User Guide
• Center User Guide

AltiWare OE System Administration Manual 1
Overview
C
HAPTER
1
Overview
AltiServ™is a multi-application computer telephony platform that
combines AltiGen’s Quantum™and Triton™telephony boards with
AltiWare™software in a standard personal computer platform. AltiServ
uses Windows 2000™or Windows NT Server™operating system to provide
advanced features and functionality, including the following:
•PBX
•VoiceMail
• Auto Attendant
• E-mail Server
• CDR (Call Detail Reports)
• Internet Integration
• TAPI (Telephony API) Service Provider
• Voice over IP
• Digital T1 Integration
• Digital PRI Integration
• Tie Trunks with Caller ID
• Out Call Routing
• Web Call Center (web-based calling)
• Data Directed Routing
• IP Extensions
The AltiServ computer telephony platform is built by installing one or
more AltiGen Quantum boards into full-size ISA slots of a Windows 2000/
Windows NT Server and then installing the associated AltiWare software.
AltiGen Triton boards may also be added and must be installed into PCI
slots. A total of 10 Triton T1/PRI, VoIP, and Resource boards can be
installed in one system. Up to 6 Triton VoIP boards can be installed on the
same system. Up to 4 Triton T1/PRI boards can be installed on the same
system, and the board ID must be in the range of 0 to 3.Up to 2 Triton
Resource boards can be used on the same system, and the board ID range
is from 0 - 15.

Overview
2AltiWare OE System Administration Manuall
Key AltiServ Characteristics
When you see this New icon, it means that the feature is new to
AltiWare Release 4.0 and does not exist in earlier versions.
•Quantum Board - a telephony card that uses DSP technology to
provide trunks, lines, and voice processing resources.
Quantum is an ISA compatible telephony card, which is designed
around open software standards to facilitate implementation of third-
party-provided applications in addition to the AltiServ-provided
applications.
The Quantum telephony board has 12 analog ports. An average
configuration of two boards per system will accommodate up to 24
telephone sets based on the typical configurations of trunks and
extensions.
Additional Quantum boards can be added to meet larger system
requirements. The maximum number of Quantum boards in one
system is up to 16 boards and depends on the number of ISAslots
available and the selected computer platform performance
characteristics.
Note: AltiWare OE Release 3.0 or higher does not support Quantum
Rev. C/C+ boards. Upgrade Quantum boards to Rev. D prior to
installing OE 3.0 software or higher.
•Triton Boards:
—Triton VoIP Board - a PCI bus telephony board that provides
voice processing resources. DSP engines reside on the VoIP board
to perform voice processing functions needed for H.323 devices.
The Triton VoIP board supports 8 IP trunk ports.
• 5V PCI slot is required for each Triton board.
• Additional VoIP boards can be added to meet larger system
requirements. The maximum number of VoIP boards in one
system is up to 6 boards (48 IP ports).
• The VoIP board can also be used individually as a third-party
developer application platform.
—Triton T1/PRI Board - a PCI bus telephony board that supports
either T1 or PRI digital trunks through software configuration. The
Triton T1/PRI board supports 23 voice processing channels.
• 5V PCI slot is required for each Triton board.
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AltiWare OE System Administration Manual 3
Overview
• Additional T1/PRI boards can be added to meet larger system
requirements. The maximum number of T1/PRI boards in one
system is up to four (4) T1/PRI lines (96 digital trunks).
Triton Analog Station Board - a PCI bus telephony board
that supports 12 analog extensions per board.
• Provides adaptive balance and selectable impedance
• Analog and digital loop back test modes
• Tip and ring reversal
• FSK message lamp
• 5V PCI slot is required for each Triton Analog Station Board.
—Triton Resource Board - a PCI bus telephony board that provides
monitoring and Barge In system support functions. You can install
up to 2 Resource Boards per system.
On-Board Telephony Power Supply - with the Quantum D board
(Rev D or later) or Triton board, the telephony power supply is built
onto the board itself. There is no need to install a separate power
supply.
•AltiWare System Software - the AltiServ system telephony
application software that provides easy to use graphical user interface.
It allows you to configure, administer, and maintain the AltiServ
system and can be used as a platform for third-party enhanced
application development. AltiWare software components such as
Switching Service, Messaging Agent, SMTP Server, POP3 Server,
AltiBackup and Exchange integration are NT services that are
automatically launched when the AltiServ system starts. You do not
have to login and start these applications manually. This provides
better security and reliability for these services.
TAPI Gateway Support - AltiServ is an open platform that
allows third party telephony developers to develop
applications for the AltiServ system. The system supports
Telephony Applications Programming Interface (TAPI) 3.0.
AltiServ supports a complete TAPI service provider that accepts first
party call control (such as AltiView, AltiAgent and AltiSupervisor)
and the third party client-server call control (such as call routing
applications).
•Unique DSP design - provides full availability, scalability and true
linear resource expansion.
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PBX Features
The PBX featuresincludetelephoneswitching for making calls, answering
calls, and transferring calls. For more sophisticated business applications,
AltiWare provides advanced features such as workgroup call routing,
multiple trunk and route access codes, scheduled call routing, and flexible
call restrictions. For effective system management, AltiWare provides
information about system traffic and statistics to help the system
administrator understand the dynamics of business communications and
adjust resources such as the number of outside lines, accordingly.
For more information on using PBX features, see theAltiServ User Guide.
In addition to station-to-station dialing, the PBX features include:
•Account Codes - allows the user to assign an account code to each call
to track telephone usage in order to bill back to clients or create a
record of calls specific to a project and to budget and forecast
expenses.
•Business Hours - allows for setting morning and afternoon business
hours for each day of the week.
•Busy or Ring-No-Answer Call Handling (enhanced) - sends calls to
voice mail, another extension, or Auto Attendant if the called
extension or workgroup is busy or does not answer. See “Setting
Answering Options” on page 111 for more information on these
features.
•Call Forwarding and Remote Call Forwarding - sends all calls to
another extension or to an external telephone number. This allows
usersto redirect theircalls to another location suchas homeor a branch
office. Call Forwarding can be set up either at the source extension or
at the destination extension on the system (Remote Call Forwarding).
•CallerID-fully supports theBellcoreCallerID standard and displays
alpha and numeric caller ID and name on a standard analog telephone
with a display. Up to 64 characters are transmitted and displayed. If
your local exchange carrier provides enhanced caller ID, such as caller
name, this information will also be displayed.
•AltiSpanTM - (or Extended Caller ID) inexpensive caller ID display
phones can be used to deliver functionality previously requiring the
use of proprietary telephones.
•Feature Tips - plays helpful tips and reminders for optimal use of
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Key AltiServ Characteristics
AltiWare OE System Administration Manual 5
Overview
•Personal Call Park and Pick Up- users can park calls at one station
to be picked up at another station. Up to 50 calls may be parked at one
station simultaneously.
•System CallPark and Pick Up - allowsyou to park and pick upa call
ata public “location.” The system allows you topark up to 100 calls at
any given time.
•Individual and System Call Pick Up - allows users to answer a
ringing telephone from another station.
•Single Call Waiting - allows users to put an existing call on soft hold
and take a second call upon hearing a Call Waiting tone. The user can
then alternate between the two calls.
•Multiple Call Waiting with Personalized Greetings - a personal
queue that allows users to handle multiple incoming calls by letting
callers wait in queue until the user answers the call. This allows users
to transfer or park calls before answering the next call in queue. Users
may also record and use personalized Initial and Subsequent
greetings to be played for callers in queue.
Flexible Wrap Up Times and InterCall Delays - can be used
to set delays before the system sends the next call to an
extension. Further, the user can manually set the extension
state to Ready or Not Ready to receive calls.
•Centrex Transfer - allows user to transfer or forward calls to an
external telephone number. Once the transfer is complete, the trunk
lines are released.
•Conference Calling - the system supports conference calls with up to
6 parties. You can speak privately to each person before adding the
person to the conference.
•Dial Last Caller - allows user to dial the last caller.
•Hands Free Modes - allow users to leave handset off-hook without
having to hear the dial tone.
•Direct Inward Dial (DID) - allows an incoming trunk call to directly
access an extension without Attendant intervention.
Note: If your local exchange carrier provides DID service, DID calls
will automatically be steered to the appropriate destination.
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•Distinctive Call Waiting Tone - allows three different call waiting
tone cadences to distinguish between internal, external, and operator
calls.
•Distinctive Ringing - allows three different ringing cadences to
distinguish between internal, external, and operator calls.
•Do Not Disturb- blocks all calls coming into a specific extension and
sends them to preprogrammed destinations such as voice mail or the
operator.
•FSK-based Message Waiting - allows message waiting that is based
on FSK (Frequency Shift Keying), a modulation technique for data
transmission. Tone or voltage-based message waiting options can also
be selected. Phones with FSK-based message waiting indicator are
highly recommended.
•Hands Free Intercom Mode - by pressing #81 on their speaker
phone, users can receive calls without having to pickup the handset to
answer. Hands Free Manual Answer Mode, #82, allows a another
version of this function.
•Music or Message on Hold - when the system is connected to an
external audio source, this allows callersto hear musicor pre-recorded
messages while waiting on hold.
•One Number Access - is a feature that eliminates “telephone tag” by
forwarding important callers to predetermined numbers, according to
a pre-designated schedule. Setup is available through the One
Number Access page of Extension Configuration and/or web-based
AltiReach and AltiView management.
•Operator Off-line - when this feature is enabled, all calls are directed
to the Auto Attendant. When the caller dials 0 and the operator is not
available, the call is routed to the operator mailbox.
Out Call Routing Configuration - allows outgoing calls to be
directed to particular trunk routes, based on parameters
assigned in AltiAdmin, and supporting the new tenant tables.
•Outside Call Blocking - when this feature is enabled, access to
outside lines is temporarily disallowed.
•Overhead Paging - allows the use of voice paging over an internal
public address system.
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AltiWare OE System Administration Manual 7
Overview
•Overhead Paging by Trunk - allows the use of voice paging or
broadcasting through a trunk without checking call progress.
•Station Log In/Log Out - enables system users to move an extension
number from one station to another, or deactivate an extension on a
long-term basis.
•Power Failure Transfer - upon loss of power, this feature allows the
first trunk and first extension on each Quantum board to be
automatically connected. Ensures emergency outside line access in
case of power failure.
•Schedule-Based Call Routing - allows administrators to determine
call routing paths by use of Allow and Deny tables (based on cost and
usage), on a specific predetermined schedule.
•System and Station Speed Dial - allows programming of frequently
used telephone numbers for speed dialing. Up to 60 system speed
numbers can be programmed. Up to 20 station speed numbers can be
programmed for each extension. For easy programming, AltiWare
uses friendly voice prompts to guide extension users to program their
station speed dial numbers.
•System Callback from Auto Attendant - allows the user to instruct
AltiServ to call the user at a remote location after the user logs in with
extension and password. This is useful for traveling users who don’t
want to accrue expensive toll charges while traveling, especially from
international locations where there is no access to toll-free numbers.
See “Planning is Essential” on page 129 for more information.
Hop Off Calls over T1/PRI Tie Trunks - multiple AltiServ
systems at the same or remote locations can be linked through
a T1/PRI network. Also, this feature provides toll savings on
long distance calls by allowing users to dial a remote.
Call Restrictions - restricts users from dialing specific long
distance area codes and phone numbers. Reduces the risk of
toll fraud. Up to 20 digits are allowed to specify area codes
and/or phone numbers that are restricted system-wide; up to 10 digits
are allowed to specify area codes and/or phone numbers that are
restricted on an extension by extension basis. Or, you may block ALL
outgoing calls.
•TransfertoAltiMailVoice MailSystem - allows anyone in the office
to send an outside user into AltiMail by pressing FLASH # 40 while
connected to the user.
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•Transfer to Auto Attendant - allows a user to transfer a call to an
Auto Attendant by pressing FLASH #15 and then the 2- or 3-digit
Auto Attendant number.
•Trunk Interface:
—Analog - loop start, ground start, and wink start (DID)
—Digital - PRI-ISDN, T1 E & M, loop start, and ground start
•Virtual Extensions - an extension that is not associated with a
physical port, but allows access to AltiMail features and telephone
sharing. Up to 2,000total(physical +virtual) extensions can becreated
on a system. Users of virtual extensions have to log in from a physical
extension before accessing the system telephone features assigned to
their virtual extension. Access to AltiMail features, however, is
available through log in both internally and remotely.
IP Extensions - the IP Extension feature allows an H.323
compliant terminal device to connect to AltiServ. IP
extensions have the same functionality as an analog station.
Automatic Call Distribution Features
Automatic Call Distribution features include:
•Call Queuing - places caller in a queue to wait until an ACD
workgroup member becomes available.
Configurable Call Wrap-up Time - allows a workgroup
member some time in between calls to wrap-up on notes,
prepare for the next call, or logout of the workgroup. This
wrap-up time is configurable on a per member basis.
Ready/Not Ready - members can also enable a “ready” (#90)
or “not ready” (#91) statusto inform the system whether or not
the agent is able to receive the next call.
•Multiple Queue Announcements - allows each workgroup to have its
own set of unique audio announcements. Up to five announcements
can be configured for each workgroup. The intervals between
announcements can also be configured. See “Setting up Workgroups”
on page 96 for more information on this feature.
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AltiWare OE System Administration Manual 9
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•Multiple Workgroup Membership- allowseach extension to belong
to multiple workgroups. The system can be configured with a
maximum of 32 workgroups and 64 members per workgroup. See
“Setting up Workgroups” on page 96 for more information on this
feature.
•Workgroup Call Pickup - allows pickup of calls to a specific
workgroup.
Workgroup Monitoring - allows for real-time monitoring of
workgroup information - trunk state, workgroup status, call
queue status, details of workgroup queue entries and agent
status. Limited monitoring is available through a workgroup view
window in AltiAdmin or remotely through AltiReach.
Workgroup Call Routing - for special call handling
applications, incoming calls can be routed to a workgroup. For
automatic distribution, calls can be distributed to the first
available workgroup member, or among workgroup members in a
round robin fashion. When all the members in a workgroup are busy,
calls can be overflowed to another workgroup or extension, directed to
the workgroup voice mail, to workgroup members voice mail, or
placed in the call queue for the next available member. When thefirst
called member fails to answer the call within the number of rings
configured, the system can direct the call to the next available
workgroup member. The system can also ring the longest idle member
or ring all available members.
•Workgroup Member (Agent) Login/Logout - allows workgroup
members to log in and out of a workgroup so that incoming calls
bypass theworkgroup member (agent) who has logged out and the call
is automatically routed to other active workgroup members or ACD
agents. This feature is available only to workgroup members and is
disabled through workgroup configuration. Logout does not block
direct calls to the workgroup member’s extension.
Auto Logout - Optionally, a workgroup extension user can be
logged out if a call is not answered.
Workgroup Logoff Reason Codes - allows a workgroup
member to enter a reason code when signing off. Up to 20
reason codes may be defined.
Workgroup Silent Monitoring - with the Triton Resource
Board, allows a workgroup supervisor to silently monitor calls
between workgroup agents and callers.
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Workgroup Barge In - with the Triton Resource Board,
allows a workgroup supervisor to barge into calls between
workgroup agents and callers.
CDR Search - an optional add-on application that allows
workgroup supervisors to search CDR files and workgroup
CDR statistics for records that match selected criteria.
Service Level Threshold - a time value for callers waiting in
queues. The performance statistics show when workgroup
calls are queued for longer than a prescribed value.
Automated Attendant Features
The Auto Attendant features provide quick and courteous processing of all
incoming calls. An Auto Attendant can be configured to serve as a primary
Attendant or as a backup to a receptionist.
Auto Attendant features include:
•Dial by Name - allows a caller that does not know your extension
number to spell your name using the telephone key pad. The system
will search the Directory and makea match on the name to connect the
caller to the intended party’s extension.
•Direct Station Transfer - allows the Auto Attendant to handle all
incoming calls in lieu of being answered by an operator. Callers can
dial an extension number to reach a specific station or use the name
directory to find an extension number.
•Nine-level Programmable Menus - allows multiple levels of
recorded menu options for specific routing of calls.
Multiple Attendant Support - allows up to 255
programmable Auto Attendants.
•Name Directory Service - allows callers to hear a list of employees
and their extension numbers.
•Programmable Time-Out Handling - allows the administrator to
select the action the system should take if there is no digit detected by
the caller within specified seconds.
•Schedule-Based Call Processing - routes calls differently for
different times of the day.
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