Altigen AltiContact Manager manuales

Altigen AltiContact Manager Especificaciones (578 paginas)

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AltiContact Manager™

1

Version 5.0A

1

Contents

3

PPENDIX A

14

PPENDIX B

14

Liability & Warranty

15

Service Requirements

16

Disruption of Network

17

Seguridad

18

Sicherheit

19

DANGER/PELIGRO

21

DANGER/GEFAHR

22

Laboratories, Inc.))

23

Host Computer

23

Aseguradores (UL)

24

Computadora Principal

24

Host Computer/Wirtsrechner

25

Power Failure

26

UL Hardware Preparation

30

Preparación del Equipo UL

31

Warranty

33

How to Obtain Service

34

Effect of State Law

34

Sales Outside the U.S.A

34

Preface: About This Manual

35

Related Publications

37

Overview

39

Call Center/IP PBX Features

44

IVR Features

55

AltiGen Voice Mail Features

56

Internet Integration Features

58

T1/PRI/E1 Features

63

Voice over IP Features

63

AltiWare Applications

67

Optional Add-On Software

68

— Time format display

70

Operating Environment

73

AltiGen Telephony Boards

74

Quantum Board

75

Triton Analog Extension Board

76

Triton Analog Trunk Board

77

Triton VoIP Board

77

Triton T1/PRI Board

78

Triton Resource Board

78

AltiGen Board Installation

79

AltiGen Board Options

79

System Limitations

81

Power Requirements

82

Heat Factor

83

Installing a Cooling Fan

83

TCP Port Definitions

92

Software License Activation

93

Unsupported Licenses

94

Registration

95

Manual Online Registration

96

Upgrades

97

Lost Licenses

98

New Installation

99

To Begin New Installation

100

Software Installation

101

Upgrading AltiWare ACM

105

Station Speed Dialing Change

106

To Begin Upgrade

107

3. Software

111

Installation

111

License Activation and

114

Registration Process

114

AltiGen Technical Support

126

Click Next when finished

126

Windows Emergency Repair Disk

131

Systems

131

Running ACM Administrator

132

Changing or Adding Hardware

132

Another Server Chassis

133

AltiContact Manager Uninstall

134

Getting Around ACM

137

Administrator

137

The Main Menu

139

Quick Access Toolbar

139

The View Windows

141

Extension View Window

142

Trunk View Window

143

Workgroup View Window

144

Call Log View Window

145

Setting the Refresh Interval

146

Changing the Password

147

System Configuration

149

Setting General Parameters

150

5. System

151

Configuration

151

Setting a System Number Plan

152

Accessing the Number Plan

153

Parameter

154

Trunk Access

157

Feature Access

157

IP Trunk Access

157

Setting Business Hours

158

Routing Calls on Holidays

160

Editing Speed Dial Entries

163

Locking Attacked Extensions

165

Blocking All Outgoing Calls

165

Restricting Tie Trunk Calls

166

Setting up Call Reports

168

Service)

169

Country Relevant

171

Setting Toll Call Prefixes

172

Setting Emergency Numbers

172

Setting the TDM Bus Mode

172

CT-Bus Clock Configuration

173

Announcements

174

To play music from a file:

175

Activity

176

ALL panels

178

Feature Profiles

179

To add a Feature Profile

180

Board Configuration

183

Configuring the Quantum Board

184

Configuration window

186

6. Board

187

LS Boards

188

Features

190

Port Specifications

191

Poor Voice Quality

192

Cannot Make a Connection

192

Service Parameters for T1

194

Service Order Code

195

CSU/DSU Requirements

195

Equipment Information

196

PRI Channel Assignment

196

Reading the Status Messages

202

Error Message Meaning Action

203

Reading the Statistics

204

T1 Clocking

206

E1 Clocking

206

Selecting Span Types

210

Setting the NSF

213

Setting a TEI

213

Trunk Configuration

217

Figure 1. Trunk View window

218

Overlap or En-bloc dialing

221

Quantum Trunk Properties

222

7. Trunk

223

The Match Result Button

231

H.323 Configuration

236

RTP Configuration

238

Board Type

239

Parameter Description

240

T1/E1 robbed-bit signaling

240

DID/DNIS

243

#. It then waits 1

243

Incoming Call Routing

244

Outgoing Call Blocking

245

Voice Mail Configuration

247

8. Voice Mail

249

Creating Distribution Lists

251

Defining a Distribution List

252

VoIP Configuration

253

Defining the IP Dialing Table

254

Defining Remote Locations

255

Setting VoIP Codecs

257

WAN Bandwidth

261

WAN Router Configuration

262

Firewall Configuration

262

Network Using NAT

262

600 Series of IP Phones

263

AltiGatekeeper Installation

265

IP Phone Configuration

265

Private IP address

266

Address)

268

Figure 8. AltiWare behind NAT

270

Figure 10. AltiWare with VPN

276

Firewall Considerations

279

AltiWare NAT Support Feature

281

Adding Route Definitions

287

Editing a Route Definition

287

Deleting a Definition

288

Editing a Dialing Pattern

291

Deleting a Pattern

291

Example: 10-Digit Dialing

292

Canada Countries

292

To reduce dialing delay:

293

IVR Configuration

295

Example: IVR Planning

296

Adding IVRs

297

Editing IVRs

298

Configuring Menu Items

299

11. IVR

301

Action Description

301

Collecting Digits

302

Phrase Management

303

Using Pre-Recorded Prompts

304

Recording Custom Phrases

304

To record a custom phrase:

305

CallCenter Configuration

307

Caller ID Routing

308

DNIS Routing

309

Defining the Routing

311

Agent Logout Reason Codes

312

12. CallCenter

313

Call Recording Configuration

315

13. Call Recording

317

Figure 8. Confirmation screen

320

Extension Configuration

323

Apply To Button

324

Setting up Extensions

325

Adding New Extensions

326

Forced Account Code

329

Changing the Type

330

Setting an IP Extension

331

Quantum Line Properties

333

Feature Profile

336

Phone Display Options

337

Setting Up Groups

338

Setting Wrapup Time

340

Setting Inter Call Delay

340

Setting the Mailbox Options

343

Disabling a Mailbox

344

SMTP/POP3 Setting

344

Mail Forwarding Options

344

Press “0” Option

346

Setting Mailbox Capacities

346

Emergency Notification

348

Redundancy Notification

348

Setting Notification Timing

349

Enabling Message Notification

350

Setting Answering Options

352

Forwarding All Calls

354

Do Not Disturb

356

Handling Busy Calls

356

Setting Call Waiting Options

356

Handling Unanswered Calls

357

Enabling One Number Access

358

One Number Access Options

359

Call Screening

360

Setting Up Monitor Lists

361

Configuring a Monitor List

362

Feature Tips

363

What is a Huntgroup?

365

Huntgroups vs. Workgroups

365

Apply to Button

366

Setting Up Huntgroups

367

Setting Call Restrictions

369

Adding or Removing Members

371

Automatic Log In/Out

374

Setting Email Options

376

Huntgroup Configuration

379

Setting Call Handling Options

381

Setting Huntgroup Handling

385

Group RNA Handling

386

Workgroup Configuration

389

Creating a Workgroup

390

Workgroup Recording Options

393

Multimedia Support

395

Skill Setting Assignment

401

RNA Agent Not Ready Checkbox

412

Setting Workgroup Handling

413

Group RNA/Logout Handling

414

Announce Agent Info

415

Queue Management

416

Setting Queue Phrase Options

417

Queue Announcement

417

Queue Overflow Routing

418

Quit Queue Option

419

Expected Wait Time Sampling

420

Priority Promotion

420

Supervisor Queue Control

421

Advanced Setup Button

421

Announcement

422

Menu Selection

423

Queue Overflow

424

Operation Notes

426

AltiGen IP Phone Service

427

Intercom with IP Phones

427

System Requirements

428

Setting Up IP Extensions

429

AltiGen provides with each

430

Copy From Button

436

IP Extension Log In/Log Out

436

Line Park Configuration

437

To set up a Line Park Group:

438

Paging Group Configuration

439

To set up a Paging Group:

440

To Activate IP Paging:

441

Application Extension

443

Application Extension Setup

444

Application Failover Plan

445

Application Information

445

Alti-Mobile Extensions

447

22. Alti-Mobile

449

Extensions

449

Figure 5. Boards View

451

ACM Redundancy

457

Important Notes

458

Configuration Procedures

459

At the Secondary Server:

460

Redundancy Initialization

460

Maintenance

462

Manual Switch Over

463

Redundancy Administration

464

Outside Number

465

System Data Management

467

Backing up Files

468

Scheduling Backups

469

Restoring Backed up Files

470

System Report Management

471

System Log

472

Protocol

475

Transport Protocols

475

Network Address

476

Local Address

477

Mixed-Media Messaging

477

Before You Begin

478

Step 2: Setup the Router

479

Data and Internet Integration

481

Setting up an Exchange Server

484

Prerequisites

485

To verify AltiGen Services:

486

Exchange Server Prerequisites

487

To check the Windows version:

488

Exchange Server Configuration

490

Figure 9. New Object User

491

26. Data and Internet

493

Integration

493

Advanced button

493

Properties

494

Manager System

496

Figure 25. Outlook Services

502

Enabling the Exchange Server

503

To Listen to VM in Outlook:

506

Troubleshooting Tips

507

Using AltiReach

509

About AltiReach Configuration

510

TAPI Integration

511

Setting Up the Client

512

Set Up Phone Dialer

515

Tools and Applications

519

Work/Hunt Group Converter

520

Configuration Reader

521

Extension Checker

522

MVIP Test Tool

524

DINA Manager

524

E1-R2 and T1/E1 ISDN PRI

527

Installations

527

Step 2: Data Link Layer

528

Step 3: Signaling Layer

528

Figure 3. Signaling Layer

529

E1 R2 CAS Installation

530

A. E1 R2 & T1-E1

531

ISDN PRI Installation

531

T1/E1 ISDN PRI Installation

538

Technical Support &

541

Product Repair Services

541

Technical Support Hours

542

Repair and Replacement

543

Technical Training

544

Glossary

547

Mail System

556

Numerics

559

Readers Comment Form

577

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