Altigen MAXCS ACC 6.0 Instruction Manual

MAX Communication Server™
Administration
Manual
ACC 6.0
(Update 1)
1/2009 4413-0001-6.0 Update 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.
MAX Communication Server, MaxAdministrator, MaxCommunicator, Enterprise Manager, AltiServ,
AltiLink, AltiConsole, VRPlayer, Zoomerang, IPTalk, Alti-Mobile Extension, AltiReport, and SuperQ are
trademarks or registered trademarks of AltiGen Communications, Inc. All other brand names mentioned
are trademarks or registered trademarks of their respective manufacturers.
AltiGen's products are protected under one or more of the following U.S. patents, with other U.S. patents
pending: 6532230; 6192344; 6292549; 6493439; 6909780; 6738465; 6754202; 6766006; 6928078;
6909709; 6956848; 7058047; 7013007; 7027578; 7280649; 7308092.
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [e-mail]
Web site: www.altigen.com
Copyright © AltiGen Communications, Inc. 2008. All rights reserved.
4413-0001-6.0 Update 1

MAXCS ACC 6.0 Administration Manual i
Contents
About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CHAPTER 1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Technology Enhancements in Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Microsoft Exchange 2007 Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
HMCP/Media Server Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Redundancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
PBX New Features and Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Client Applications New Features and Enhancements . . . . . . . . . . . . . . . . . . 5
Key System Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
IP PBX Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Automatic Call Distribution Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Auto Attendant (AA) Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Voice Mail Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Internet Integration Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
System and Administration Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Voice over IP Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Multi-Site VoIP Management - Enterprise Manager. . . . . . . . . . . . . . . . . . . 16
Optional Add-On Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
CHAPTER 2
System Requirements and Installation . . . . . . . . . . . . . . . . . . . . . 21
Minimum System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Supported Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
CPU, Memory, and HDD Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
MAXCS Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Preparation for Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Installing MAX Communication Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Multi-Gateway Softswitch System Installation . . . . . . . . . . . . . . . . . . . . . . 25
Redundant System Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Installing MaxAdmin on a Network Client . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Uninstalling MAXCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Troubleshooting (Error Messages) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
CHAPTER 3
Getting Around MaxAdministrator . . . . . . . . . . . . . . . . . . . . . . . . . 29
Logging In and Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Changing the Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
The MaxAdministrator Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

ii MAXCS ACC 6.0 Administration Manual
Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
The View Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Boards View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Extension View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Trunk View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Call Log View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Workgroup View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Current Resource Statistics Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Assigning Client Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Stopping the AltiGen Switching Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Programs Available from the Windows Start Menu . . . . . . . . . . . . . . . . . . . . 40
CHAPTER 4
System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Setting General Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Setting a System Number Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Setting Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Routing Calls on Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Configuring System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Defining System Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Blocking Calls to Area Codes from All Extensions. . . . . . . . . . . . . . . . . . . . 56
Setting Unrestricted Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Locking Attacked Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Blocking All Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Enabling Hop Off for Tie Trunks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Setting 10-Digit Dialing Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Creating Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Adding and Deleting Account Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Setting up Call Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Internal Database Configuration (Internal Log Service) . . . . . . . . . . . . . . . 59
Exporting Through a Local Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Country-Relevant Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Setting Toll Call Prefixes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Setting Emergency Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Dialing Plan Rules for Non-North American Country . . . . . . . . . . . . . . . . . . 61
Audio Peripheral Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Configuring Music On Hold and Recorded Announcements . . . . . . . . . . . . . 62
Setting Greeting and Update Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Configuring Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Feature Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
CHAPTER 5
Media Server and Gateway Management . . . . . . . . . . . . . . . . . . . . 69
Managing Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Setting Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Adding and Attaching a Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

MAXCS ACC 6.0 Administration Manual iii
Detaching and Deleting a Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Changing Gateway ID and Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Media Server/Gateway Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . 75
CHAPTER 6
Voice Mail Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Managing Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Setting Message Notification Retries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Setting Message Management Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Setting Message Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Setting Exchange Integration Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Setting E-mail Messaging Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Creating Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Defining a Distribution List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
CHAPTER 7
Auto Attendant Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Planning Is Essential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Example: AA Planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Adding Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Editing Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Configuring Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Making Auto Attendant Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Phrase Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Using Pre-Recorded Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Recording Custom Phrases from the AltiGen Phone . . . . . . . . . . . . . . . . . . 93
Using Professionally Recorded Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
CHAPTER 8
Multilingual Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Configuration Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Creating Language Phrase Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Storing Language Phrase Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Configuring for a Multilingual System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Enabling Multilingual Support in the Auto Attendant . . . . . . . . . . . . . . . . . . . 98
Configuring the Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Extension User Can Change Language Setting. . . . . . . . . . . . . . . . . . . . . 100
Using DNIS to Set the Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Which Language Will Be Used? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
CHAPTER 9
Call Recording Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Description of the Recorded File Name . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Configuring Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Using a Remote Shared Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

iv MAXCS ACC 6.0 Administration Manual
CHAPTER 10
Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . 111
Application Extension Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Application Failover Plan. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Application Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Readying the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
CHAPTER 11
Board Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Using the Triton Resource Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Using the Triton MeetMe Conference Board . . . . . . . . . . . . . . . . . . . . . . . . 117
Configuring the Triton Analog Station Board . . . . . . . . . . . . . . . . . . . . . . . 117
Configuring the Triton Analog Trunk LS/GS and LS Boards . . . . . . . . . . . . . 118
Configuring the Triton VoIP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Configuring the Triton T1/E1 Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Configuring the Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Setting up Channels on the Triton T1/E1 Board. . . . . . . . . . . . . . . . . . . . 125
Installing a Channel Service Unit (CSU) . . . . . . . . . . . . . . . . . . . . . . . . . 132
Troubleshooting T1/E1—Common Symptoms . . . . . . . . . . . . . . . . . . . . . 132
Configuring Virtual Boards SIPSP and H323SP . . . . . . . . . . . . . . . . . . . . . . 133
Configuring the SIPSP Board. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Configuring the H323SP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Configuring Virtual Board HMCP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Assign HMCP Resources to IP Extensions . . . . . . . . . . . . . . . . . . . . . . . . 137
Configuring the MAX Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Configuring the Virtual MobileExt Board . . . . . . . . . . . . . . . . . . . . . . . . . . 142
CHAPTER 12
Trunk Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Trunks Out of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Channel Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Opening the Trunk Configuration Window . . . . . . . . . . . . . . . . . . . . . . . . . 144
Selecting Trunks to Set Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Configuring One or Multiple Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Setting General Trunk Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
H323 Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .150
SIP Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
SIP Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .151
Configuring a SIP Trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Triton T1/E1 Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Caller ID and DID Incoming Sequence Example . . . . . . . . . . . . . . . . . . . 155
Triton Analog Trunk GS/LS Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Performing Impedance Match on Your Own. . . . . . . . . . . . . . . . . . . . . . . 159
Using the Match Impedance Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Measuring the Rx Level of a Trunk Channel . . . . . . . . . . . . . . . . . . . . . . 160
If You Need to Improve the Rx Level . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
If You Don’t Have the Milli-Watt Test Number . . . . . . . . . . . . . . . . . . . . . 161

MAXCS ACC 6.0 Administration Manual v
Incoming Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Regular Trunk Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Outgoing Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
CHAPTER 13
In Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Caller ID Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Adding and Deleting Caller ID Route Entries . . . . . . . . . . . . . . . . . . . . . . 168
Defining Caller ID Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Adding and Deleting DNIS Route Entries. . . . . . . . . . . . . . . . . . . . . . . . . 170
Defining DNIS Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
CHAPTER 14
Out Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Configuring Out Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Working with Route Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Setting Default Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Working on Dialing Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Configuration Example - Solving 10-digit Dialing . . . . . . . . . . . . . . . . . . . . 180
Resolving Dialing Delay for Non-USA/Canada Countries . . . . . . . . . . . . . . . 182
CHAPTER 15
Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
About the Apply To Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Setting up Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Setting Personal Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Account Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Call Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Physical Location and Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Setting the Line Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
IP Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Phone Display Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Configuring Group Options for an Extension . . . . . . . . . . . . . . . . . . . . . . . . 194
Setting up Station Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Setting the Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Setting an Information-Only Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Assign Exchange Integration License . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
SMTP/POP3 Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Mail Forwarding Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Setting Message Playback Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Press “0” Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Setting the Message Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 202
Emergency Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

vi MAXCS ACC 6.0 Administration Manual
Unusual VM Activity Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Enabling Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Configuring Calling Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Setting Call Restriction Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Setting Other Call Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Handling Unanswered Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Configuring One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
One Number Access Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Call Screening. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Setting Caller ID Verification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Specifying Forwarding Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Setting Up Monitor Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Configuring a Monitor List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
CHAPTER 16
Setting Up IP Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Setting an IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Setting VoIP Codec for IP Extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
CHAPTER 17
AltiGen IP Phone Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 225
CHAPTER 18
Mobile Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Mobile Extension Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Setting Up a Mobile Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Voice Mail for Mobile Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Mobile Extension Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
CHAPTER 19
Hunt Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Overview of Huntgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . . 242
Setting Up Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Establishing Basic Hunt Group Attributes . . . . . . . . . . . . . . . . . . . . . . . . 243
Setting Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Establishing Hunt Group Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Setting Login Status for System Restart. . . . . . . . . . . . . . . . . . . . . . . . . 245
Setting Hunt Group Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

MAXCS ACC 6.0 Administration Manual vii
Setting E-mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Setting Mailbox Playback Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Setting the Message Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 248
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Setting a Hunt Group’s Call Distribution Rule. . . . . . . . . . . . . . . . . . . . . . 252
Setting Queue Management Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
CHAPTER 20
Paging Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
CHAPTER 21
Line Park Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
CHAPTER 22
Workgroup Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Workgroup Functionalities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Creating and Configuring Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Overview of Workgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . . 266
Setting Up Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Establishing Basic Workgroup Attributes . . . . . . . . . . . . . . . . . . . . . . . . . 267
Setting Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Service Level Threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Workgroup Recording Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Establishing Workgroup Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Log In/Out a Group Member . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Setting Login Status for System Restart . . . . . . . . . . . . . . . . . . . . . . . . . 272
Setting Workgroup Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Synchronizing with Exchange Server . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Setting E-mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Setting Mailbox Playback Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Press “0” Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Voice Mail Access Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Setting Message Notification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Setting the Message Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 276
Setting the Type of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Setting Notification Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277

viii MAXCS ACC 6.0 Administration Manual
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Handling Unanswered Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Number of Rings Before Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Setting IntraGroup Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Queue Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Setting Queue Phrase Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Queue Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Expected Wait Time Sampling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Queue Overflow Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Quit Queue Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Supervisor Queue Control. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Agent Logout Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
CHAPTER 23
Managing and Using MeetMe Conference . . . . . . . . . . . . . . . . . . 285
Setting the MeetMe Conference Extension . . . . . . . . . . . . . . . . . . . . . . . . . 286
MeetMe Conference Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Working in the MeetMe Conference Window . . . . . . . . . . . . . . . . . . . . . . . 287
Creating a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .289
E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Modifying the E-mail Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .293
Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . . . . . . . . . 293
Joining a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
CHAPTER 24
Network Configuration Guidelines
for VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
ISP/Intranet Quality of Service (QoS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
WAN Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
WAN Router Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
Firewall Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
Network Using NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
Network Configuration Guidelines for AltiGen IP Phones . . . . . . . . . . . . . . . 297
Configuration Guidelines for NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
Private Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . 297
VPN Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
CHAPTER 25
Enterprise VoIP Network Management . . . . . . . . . . . . . . . . . . . . 303
Understanding VoIP Bandwidth Requirements . . . . . . . . . . . . . . . . . . . . . . .304
Opening Enterprise Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .305
Changing the Enterprise Manager Password . . . . . . . . . . . . . . . . . . . . . . 307
Setting VoIP Codec Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Assigning Codec Profiles to IP Addresses . . . . . . . . . . . . . . . . . . . . . . . . . 310

MAXCS ACC 6.0 Administration Manual ix
Defining IP Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Defining Your Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
Configuring a Public or Intranet Pipe . . . . . . . . . . . . . . . . . . . . . . . . . . . 314
Configuring AltiServ Behind NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Defining the IP Dialing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
The Multi-site VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
Creating a Multi-site VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
Declaring Additional Servers for the VoIP Domain . . . . . . . . . . . . . . . . . . 321
Working with Servers in the VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . 322
Adding a Server to a VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323
Rejoining a Server to the VoIP Domain. . . . . . . . . . . . . . . . . . . . . . . . . . 324
Managing VoIP Domain Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
The Scope of an Extension in the VoIP domain . . . . . . . . . . . . . . . . . . . . 326
Changing an Extension’s Scope from Local to Global . . . . . . . . . . . . . . . . 328
Changing an Extension’s Scope from Global to Local . . . . . . . . . . . . . . . . 329
Relocating a Global Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Configuring Departments in a Multi-site Domain . . . . . . . . . . . . . . . . . . . . . 332
Configuring Global Least Cost Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
When Information May Be Out of Sync . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
CHAPTER 26
Redundancy Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
Cases When Switchover Occurs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
How Calls Are Affected When Switchover Occurs . . . . . . . . . . . . . . . . . . . . 339
Requirements for Other System Components . . . . . . . . . . . . . . . . . . . . . . . 339
Firmware Requirement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340
Software Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340
Initial Device Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340
Configuration Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341
At the Primary Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341
At the Secondary Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341
Checking the Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
Configuring the NICs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
Configuring the VM Server for NAT Support . . . . . . . . . . . . . . . . . . . . . . . . 345
Monitor Status, Configure Addresses for Enterprise and VM Servers . . . . . . . 346
When the Address of the Softswitch Server Changes . . . . . . . . . . . . . . . . . 347
Manually Switching Over . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
Things to Check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
Getting Notified When the System Switches Over . . . . . . . . . . . . . . . . . . . . 350
Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350
Bootup/Shut Down Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350
Configure Only on Active System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
CHAPTER 27
System Report Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
System Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
IP Cumulative Traffic Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354

x MAXCS ACC 6.0 Administration Manual
Resetting Cumulative Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
CHAPTER 28
Microsoft Exchange Integration . . . . . . . . . . . . . . . . . . . . . . . . . 357
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
Exchange Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360
Exchange Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
Enabling the Exchange Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
Enable Exchange Integration in MaxAdmin . . . . . . . . . . . . . . . . . . . . . . . . 370
Testing the Exchange Server Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
Additional Steps for Bridged Access and
Native VM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .374
Additional Configuration for Native VM Integration. . . . . . . . . . . . . . . . . . 377
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
CHAPTER 29
TAPI Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379
Installing the TAPI Proxy Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379
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 30
Tools and Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387
AltiGen Board Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387
CT-Bus Test Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388
Media Server/Gateway Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . 388
Backup and Restore Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389
Backing Up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
Scheduling Backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
Restoring Backed up Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391
MaxAdmin & Extension Security Checker . . . . . . . . . . . . . . . . . . . . . . . . . 392
Checking Extension Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393
Start & Stop All AltiGen Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .395
Trace Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 395
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
Voice File Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .399
Read Config . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400
Work/Hunt Group Converter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .401

MAXCS ACC 6.0 Administration Manual xi
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
APPENDIX E
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431
Troubleshooting VoIP—Common Symptoms and Solutions . . . . . . . . . . . . . . 431
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433

xii MAXCS ACC 6.0 Administration Manual

MAXCS ACC 6.0 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 MAXCS ACC system.
Another manual, the AltiServ User Guide, covers the MAXCS ACC end user features and
functions such as call handling and voice mail.
Related Publications
Related publications include:
•Hardware Telephony Manual
•MaxCommunicator Manual
•AltiAgent Manual
•AltiSupervisor Manual
•AltiConsole Manual
•CDR Manual
•Alti-IP 600 Administration Manual
•IP 710 User Manual
•IP 705 User Manual

2MAXCS ACC 6.0 Administration Manual

MAXCS ACC 6.0 Administration Manual 3
C HAPTER
1
Overview
MAX Communication Server (MAXCS) is AltiGen’s system software targeted for the IP
PBX and contact center market. MAXCS 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 MAXCS is IP-enabled and
modular, call-centric businesses are protected against growing out of their investment.
Technology Enhancements in Release 6.0
The following sections list the enhancements made to MAXCS Release 6.0 and Release
6.0 Update 1.
Microsoft Exchange 2007 Support
Supports three Exchange integration modes:
•Synchronize with Exchange 2003/2007 (traditional integration with performance
improvement)
•Bridged access to Exchange 2007. In this mode, the AltiGen voice mail will provide
an option to the user to access Exchange 2007's speech enabled voice mail system.
•Native VM integration with Exchange 2007. In this mode, MAXCS will use Exchange
2007 as "Native VM" storage for a system-wide integration with all the AltiGen
extensions as a unified messaging enabled Exchange account.
SIP TCP support is added in the IP dialing table in Enterprise Manager for Exchange 2007
integration.
HMCP/Media Server Support
Supports Host Media Control Process (HMCP). HMCP is software that handles voice
processing, such as G.723/G.729 codec, tone generation, conference mixer, echo
cancellation and so on.

Chapter 1: Overview
4MAXCS ACC 6.0 Administration Manual
Where a Softswitch and multiple gateways are involved, HMCP is required, and AltiGen
HMCP Licenses are needed.
MAXCS Release 6.0 includes the following HMCP resources:
•HMCP G.711 only codec (up to 1,000 sessions)
•HMCP G.711/G.723/G.729 combo codec (up to 200 sessions)
•HMCP station-based conference member resources (up to 40 bridges with max 120
members)
•HMCP MeetMe conference bridge member resources (up to 20 bridges with max 120
members, max 30 members per bridge)
•HMCP Supervision resources (up to 20 supervision bridges with 60 members)
The number of resources is licensed through the license file. After a proper license file is
applied, the system administrator can dynamically increase the number of HMCP
resources without restarting the AltiServ system.
Redundancy
Supports system redundancy (a Redundancy license is needed). Requires two Softswitch
servers, primary and secondary, set up and connected through a Dataprobe A\B switch
box (KAB). The two servers maintain a keep-alive connection between them directly,
AltiServ to AltiServ. When the active server goes down, the standby server takes over
control. Added in Release 6.0 Update 1.
PBX New Features and Enhancements
Automatic Dialing Plan Rules- Administrators can configure a call return rule based
on the country in which they reside, greatly improving the call return feature in non-U.S.
countries. Applies to call return from Caller ID, Zoomerang, and making a call from
Microsoft Outlook. The configuration is located in the System Configuration window,
Country Relevant tab.
Account Code Table Display Blocking - An administrator can block the display of the
account code table in client applications. Users can be prevented from seeing account
codes they don’t need to see. The configuration is located in Extension Configuration,
General tab.
New and Heard Voicemails Announced - Heard voicemails are announced, as well as
new and saved voicemails, when users access voicemail.
TAPI 3.1 - Supported for Windows VISTA.
Copy AA Configuration - An AA configuration can be copied, forming the template for
a new AA.
Log In and Log Out - An administrator can log in and log out a workgroup member
from the Workgroup Configuration window in MaxAdministrator.
Department Field - A department field is added to an extension. Departments can be
added to a department table in Enterprise Manager. A department can also be assigned
to a global extension and can be seen across the Enterprise VoIP domain. In
MaxAdministrator, the department field is displayed as a read-only value in the
Extension General page. In MaxCommunicator, department information can be seen in
the Directory and Monitor tabs.
IP Phone Programmable Key and Account Codes - When AltiGen IP phone button is
configured to quickly tag a call with an account code (using Admin Defined #), no
disruption occurs.

Chapter 1: Overview
MAXCS ACC 6.0 Administration Manual 5
License Menu - A new selection on the main menu, License, makes it easy to verify
and assign licenses.
Client Applications New Features and Enhancements
MaxCommunicator
•Microsoft .NET-based graphical user interface
•Microsoft Office Communications Server (OCS) integration
•E.164 support for call history and return calls
•E.164 number support when dialing from Outlook
•A department field is displayed in the Directory and Monitor tabs
AltiAgent
•E.164 support for call history and return calls
•E.164 number support when dialing from Outlook

Chapter 1: Overview
6MAXCS ACC 6.0 Administration Manual
Key System Features
The following sections list the key features of the MAXCS system.
IP PBX Features
Account Codes - allows the user to input an account code on each call to track
telephone usage in order to bill back to clients or create a record of calls specific to a
project and to budget and forecast expenses. Forced Account Codes force the user to
input an account code on each call to track telephone usage. The administrator can
configure which extensions are required to enter an account code, and also configure the
option to require an account code for long distance calls and international calls, but not
local calls.
Business Hours Profile - allows for setting morning and afternoon business hours for
each day of the week. Multiple business hours can be configured in a system. Also,
multiple Business Hours profiles can be assigned to DNIS Routing and Trunk In Call
Routing entries.
Busy or Ring No Answer Call Handling -sends calls to voice mail, another extension,
or AA if the called extension or group is busy or does not answer.
Call Forwarding and Remote Call Forwarding - sends all calls to another extension,
to a workgroup/hunt group, or to an external telephone number. This allows users to
redirect their calls to another location, such as home or a branch office. Call Forwarding
can be set up either at the source extension or at the destination extension on the
system (Remote Call Forwarding). There is 10-hop limit on forwarded calls.
Call Park and Pick Up (Station) - users can park calls at one station to be picked up
at another station. Up to 50 calls may be parked at one station simultaneously. Calls
parked to a group are protected. Only group agents or the person who parked the call
can pick it up.
Call Park and Pick Up (System) - users can park calls at the system to be picked up
at another station. An ID is assigned to the call when parked. The user can pick up a
parked call by entering a feature code and the Parked ID.
Call Park Ring Back Identification to Operator - when parked calls are not picked
up, the operator is rung.
Call Restrictions - restricts users from dialing specific long distance area codes and
phone numbers. Reduces the risk of toll fraud.
Caller ID - fully supports the Bellcore Caller ID standard and displays alpha and numeric
caller ID and name on a standard analog telephone with a display. Up to 64 characters
are transmitted and displayed. If your local exchange carrier provides enhanced caller
ID, such as caller name, this information will also be displayed.
Caller ID Routing - the system administrator can define Caller IDs in a routing table
and set different routing options.
Centrex Transfer - allows the user to transfer or forward calls to an external telephone
number. Once the transfer is complete, the trunk lines are released.
Conference Call (Station) - the system supports conference calls with up to 6 parties,
including the dialing extension. You can speak privately to each person before adding
the person to the conference. The conference initiator can mute conference members
from MaxCommunicator and AltiAgent.
Conference Call (MeetMe) - multiple parties can call into a pre-scheduled conference
bridge to join a conference call. The conference host can mute or drop conference
members.