AltiWare™ OE/ACC Version 5.0

470 Pages·2004·6.3 MB·English

AltiWare™ OE/ACC
Version 5.0
System Installation and
Administration Manual
Revised12/20044403-0001-5.0
WARNING!
Tollfraudiscommittedwhenindividualsunlawfullygainaccessto
customertelecommunicationsystems.Thisisacriminaloffense.
Currently,wedonotknowofanytelecommunicationssystemthatis
immunetothistypeofcriminalactivity.AltiGenCommunications,Inc.
willnotacceptliabilityforanydamages,includinglongdistancecharges,
whichresultfromunauthorizedand/orunlawfuluse.AlthoughAltiGen
Communications,Inc.hasdesignedsecurityfeaturesintoitsproducts,itis
yoursoleresponsibilitytousethesecurityfeaturesandtoestablishsecurity
practiceswithinyourcompany,includingtraining,securityawareness,and
callauditing.
NOTICE
Whileeveryefforthasbeenmadetoensureaccuracy,AltiGen
Communications,Inc.willnotbeliablefortechnicaloreditorialerrorsor
omissionscontainedwithinthedocumentation.Theinformationcontained
inthisdocumentationissubjecttochangewithoutnotice.
Thisdocumentationmaybeusedonlyinaccordancewiththetermsofthe
AltiGenCommunications,Inc.LicenseAgreement.
AltiGenCommunications,Inc.
4555CushingPkwy.
Fremont,CA94538
Telephone: [phone]
Fax: [phone]
E-mail: [email protected]
Website: www.altigen.com
TRADEMARKS
AltiGen,AltiServ,AltiWare,AltiLink,AltiConsole,AltiAdmin,Alti-IP
600,Alti-MSCRM,Alti-VRPlayer,Zoomerang,andDynamicMessaging
aretrademarksorregisteredtrademarksofAltiGenCommunications,Inc.
Allotherbrandnamesmentionedaretrademarksorregisteredtrademarks
oftheirrespectivemanufacturers.
Copyright©AltiGenCommunications,Inc.1998-2004.Allrights
reserved.
PrintedinU.S.A.12/20044403-0001-5.0
Contents
Preface:AboutThisManual....................... 1-xxxiii
Chapter1
AltiServOfficeSolutions ............................1-1
AltiServPlatforms................................. 1-4
Overview .........................................1-5
KeyAltiServCharacteristics ......................... 1-5
PBXFeatures .................................... 1-8
AutomaticCallDistributionFeatures................. 1-14
AutomatedAttendantFeatures...................... 1-18
AltiGenVoiceMailFeatures ....................... 1-19
InternetIntegrationFeatures........................ 1-21
SystemAdministrationFeatures..................... 1-23
T1/PRI/E1Features............................... 1-25
VoiceoverIPFeatures ............................ 1-25
VoiceoverIPSessionSupportAltiServFeatures ....... 1-28
AltiWareTools.................................. 1-29
OptionalAdd-OnSoftware......................... 1-29
OptionalAdd-OnProducts......................... 1-31
Chapter2
SystemRequirements ..............................2-1
HardwareRequirements............................ 2-1
SystemKeyRequirement........................... 2-1
SelectingtheAltiServPlatform ...................... 2-1
MinimumSystemRequirements...................... 2-1
ProperGroundingandLoopCurrent .................. 2-3
UninterruptiblePowerSupply(UPS).................. 2-3
OperatingEnvironment............................. 2-3
FunctionalSpecifications ........................... 2-4
AltiGenBoardInstallation .......................... 2-8
AltiGenBoardOptions............................. 2-8
SystemLimitations............................... 2-10
PowerRequirements.............................. 2-11
AltiWareOEInstallation&AdministrationManual iii
InstallingaCoolingFan........................... 2-12
ProperBoardHandlingProcedures .................. 2-12
ElectrostaticDischarge(ESD)Warning............... 2-13
OperatingEnvironment............................ 2-13
PackagingforShipmentandStorage ................. 2-15
AltiWareConferenceResourceLimits................ 2-16
Chapter3
SoftwareInstallation ...............................3-1
AltiWareasaWindowsService....................... 3-2
PreparingtoInstallAltiWareOE ...................... 3-2
FirewallConsiderations ............................ 3-3
SoftwareLicenseActivationandRegistration ..........3-5
Licensing ........................................ 3-5
UnsupportedLicenses.............................. 3-6
Registration ...................................... 3-7
DealerInstallationID.............................. 3-7
RegistrationMethods .............................. 3-8
Upgrades......................................... 3-9
LostLicenses .................................... 3-11
BeforeNewInstallation ............................ 3-12
ToBeginNewInstallation .......................... 3-12
BeforeUpgrade .................................. 3-19
BackupDatabase................................. 3-19
IPExtensionProtocolChange ...................... 3-19
StationSpeedDialingChange ...................... 3-20
VoIPBoardUpgrade ............................. 3-20
ShuttingDowntheAltiGenSwitchingService ......... 3-20
ToBeginUpgrade ................................ 3-21
OnlineLicenseRegistrationProcedures............... 3-28
ManualOnlineLicenseRegistrationProcedure......... 3-37
OfflineRegistrationProcedures..................... 3-45
WindowsEmergencyRepairDisk .................... 3-45
InstallingAltiAdminonRemoteSystems .............. 3-45
ShuttingDownAltiServwhenChangingorAddingHardware 3-46
TransferringtheAltiServtoAnotherServerChassis...... 3-47
AltiWareUninstall ................................ 3-48
DowngradeProcedure ............................. 3-48
SoftwareInstallationTroubleshooting ................. 3-50
iv AltiWareOESystemAdministration&InstallationManual
Chapter4
GettingAroundAltiAdmin ..........................4-1
AltiAdmin:theAltiWareOEAdministrator ............. 4-1
LogginginfortheFirstTime ........................ 4-1
TheMainMenu .................................. 4-3
QuickAccessToolbar.............................. 4-3
TheViewWindows ................................ 4-5
BoardsViewWindow.............................. 4-5
ExtensionViewWindow ........................... 4-6
TrunkViewWindow .............................. 4-7
WorkgroupViewWindow .......................... 4-8
CallLogViewWindow ............................ 4-9
IPTrunkCurrentTrafficStatisticsWindow............. 4-9
StatusBar ...................................... 4-10
LoggingIn ...................................... 4-11
ChangingthePassword ............................ 4-11
StoppingtheAltiGenSwitchingService ............... 4-11
Chapter5
SystemConfiguration ..............................5-1
SettingGeneralParameters .......................... 5-2
SettingaSystemNumberPlan ........................ 5-4
AssigningTrunk,Feature,IPTrunk,&RouteAccess..... 5-9
SettingBusinessHours ............................. 5-10
RoutingCallsonHolidays .......................... 5-12
ConfiguringSystemSpeedDialing ................... 5-14
DefiningSystemCallRestrictions ................... 5-15
BlockingCallstoAreaCodesfromAllExtensions...... 5-16
SettingTollFreeAreaCodes ....................... 5-16
SettingTollCallPrefixes .......................... 5-17
SettingEmergencyNumbers ....................... 5-17
LockingAttackedExtensions....................... 5-17
BlockingAllOutgoingCalls........................ 5-17
EnablingHopOffforTieTrunks.................... 5-18
CreatingAccountCodes ............................ 5-18
AddingandDeletingAccountCodes................. 5-19
SettingupCallReports............................. 5-20
InternalDatabaseConfiguration(InternalLoggerService) 5-21
External(Remote)LoggingofCallData .............. 5-22
AltiWareOEInstallation&AdministrationManual v
ExportingThroughaLocalPort..................... 5-23
ManagingMessages ............................... 5-23
SettingMessageNotificationRetries................. 5-24
SettingMessageManagementOptions................ 5-24
SettingMessageRecordingOptions.................. 5-25
SettingE-mailMessaging(SMTP/POP3)Options ...... 5-25
SynchronizingE-mailwithExchange ................ 5-27
DefininganIPDialingTable ........................ 5-27
AbouttheLocationIDDigitLength.................. 5-27
DefiningtheIPDialingTable....................... 5-28
SettingtheLocationIDDigitLength................. 5-29
DefiningRemoteLocations ........................ 5-29
ConfiguringDNISRouting ......................... 5-31
AddingandDeletingDNISRouteEntries............. 5-32
DefiningtheRouting ............................. 5-32
CreatingDistributionLists .......................... 5-33
DefiningaDistributionList ........................ 5-34
SettingLogoutReasonCodes ....................... 5-34
Activity ......................................... 5-35
Chapter6
BoardConfiguration ...............................6-1
UsingtheTritonResourceBoard ...................... 6-2
ConfiguringtheQuantumBoard ...................... 6-2
ConfiguringtheTritonAnalogExtensionBoard .......... 6-4
ConfiguringtheTritonAnalogTrunkLS/GSandLSBoards 6-5
ConfiguringtheTritonVoIPBoard .................... 6-7
VoiceoverIP .................................... 6-7
TritonVoIPBoard ................................ 6-7
NetworkConfigurationGuidelinesforVoIP............ 6-8
NetworkConfigurationGuidelinesfortheAlti-IP600SeriesofIP
Phones ...................................... 6-11
ConfigurationGuidelinesforNAT................... 6-11
AltiGatekeeperInstallation......................... 6-13
IPPhoneConfiguration ........................... 6-13
NAT .......................................... 6-14
FirewallConsiderations ........................... 6-27
SettingupH.323TrafficForwardingforNAT.......... 6-28
AltiWareNATSupportFeature ..................... 6-29
AltiGenIPPhoneNATSupportFeature .............. 6-30
vi AltiWareOESystemAdministration&InstallationManual
SettingUpanAltiWare-to-AltiWareIPNetwork........ 6-31
BoardInstallation ................................ 6-32
Troubleshooting—CommonSymptomsandSolutions ... 6-33
ConfiguringtheTritonT1/E1/PRIBoard............... 6-34
ServiceParametersforT1.......................... 6-35
ServiceParametersforPRI......................... 6-37
ServiceParametersforE1.......................... 6-38
BoardConfiguration.............................. 6-39
TritonT1Configuration-TritonT1/PRI/E1DialogBox.. 6-42
SettingupT1,PRIorE1ChannelsontheTritonT1/PRIBoard6-48
InstallingaChannelServiceUnit(CSU)totheTritonT1orT1/E1/PRI
Board ....................................... 6-54
Troubleshooting—CommonSymptoms............... 6-55
Chapter7
TrunkConfiguration ...............................7-1
SelectingTrunkstoSetAttributes .................... 7-2
SettingGeneralTrunkAttributes ...................... 7-3
QuantumTrunkProperties .......................... 7-6
TritonAnalogTrunkProperties ...................... 7-9
TritonAnalogTrunkLS/GSProperties ............... 7-11
TritonVoIPTrunkConfiguration.................... 7-13
TritonT1/PRITrunkProperties ..................... 7-17
IncomingCallRouting ............................. 7-20
OutgoingCallBlocking ............................ 7-22
Chapter8
OutCallRoutingConfiguration .....................8-1
WorkingwithRouteDefinitions ...................... 8-2
SettingDefaultRoutes .............................. 8-4
AboutCallRoutingand911Calls .................... 8-5
SettingDialingPatternRouting ....................... 8-6
Chapter9
AutoAttendantConfiguration .......................9-1
PlanningisEssential............................... 9-1
Example:AutoAttendantPlanning ................... 9-3
AddingAutoAttendants ............................. 9-4
AltiWareOEInstallation&AdministrationManual vii
EditingAutoAttendants ............................. 9-5
ConfiguringMenuItems............................ 9-7
MakingAutoAttendantAssignments................. 9-11
PhraseManagement ............................... 9-11
UsingPre-RecordedPrompts....................... 9-11
RecordingCustomPhrases......................... 9-12
UsingProfessionallyRecordedPhrases............... 9-13
Chapter10
ExtensionandGroupConfiguration .................10-1
SettingupExtensions .............................. 10-3
AddingNewExtensions........................... 10-5
EstablishingBasicExtensionAttributes............... 10-6
AgentCheckBox ................................ 10-8
ForcedAccountCode............................. 10-9
CallRecordingOptions ........................... 10-9
SettingEmailOptions............................ 10-10
ChangingtheExtensionLocationorType............ 10-10
SettinganIPExtension........................... 10-11
SettingtheLineProperties ........................ 10-16
PhoneDisplayOptions........................... 10-20
SettingupGroups ................................ 10-21
EstablishingGroupMembership ................... 10-22
AddingExtensionstoGroups...................... 10-23
AssigningGroupstoExtensions.................... 10-26
OperationNotes ................................ 10-29
SettingupStationSpeedDialing .................... 10-29
SettingtheMailboxOptions ....................... 10-31
SettinganInformation-OnlyMailbox ............... 10-32
DisablingaMailbox............................. 10-33
SynchronizingwithExchangeServer................ 10-33
SettingMailboxPlaybackOptions.................. 10-33
SettingMailboxCapacities........................ 10-34
SettingMessageNotificationOptions ................ 10-34
SettingtheMessageTypesforNotification........... 10-35
SettingtheTypeofNotification.................... 10-36
SettingNotificationTiming ....................... 10-37
SettingNotificationBusinessHours................. 10-37
EnablingMessageNotification..................... 10-37
ConfiguringCallingRestrictions .................... 10-37
viii AltiWareOESystemAdministration&InstallationManual
SettingCallRestrictionOptions.................... 10-38
SettingOtherCallRestrictions..................... 10-39
SettingAnsweringOptions......................... 10-40
ForwardingAllCalls............................. 10-43
DoNotDisturb ................................. 10-45
HandlingBusyCalls............................. 10-45
SettingCallWaitingOptions ...................... 10-46
HandlingUnansweredCalls....................... 10-46
SettingHuntgroupHandling....................... 10-47
SettingWorkgroupHandling ...................... 10-48
ConfiguringOneNumberAccess ................... 10-50
OneNumberAccessOptions ...................... 10-51
CallScreening.................................. 10-52
SettingCallerIDVerification...................... 10-52
SpecifyingForwardingNumbers ................... 10-53
SettingUpMonitorLists .......................... 10-53
ConfiguringaMonitorList........................ 10-55
Chapter11
SettingUpIPExtensions ...........................11-1
AltiGenIPPhoneService.......................... 11-1
IntercomwithIPPhones........................... 11-1
SystemRequirements .............................. 11-2
Configuration .................................... 11-2
AltiAdmin...................................... 11-2
Clients......................................... 11-3
Chapter12
Alti-IP600PhoneConfiguration ....................12-1
Chapter13
LineParkConfiguration ...........................13-1
Chapter14
PagingGroupConfiguration .......................14-1
Chapter15
AltiWareOEInstallation&AdministrationManual ix
AdditionalSetup .................................15-1
AudioPeripheralConfiguration ...................... 15-1
ConfiguringMusicOnHoldandRecordedAnnouncements15-2
SettingGreetingandUpdatePrompts ................ 15-3
ConfiguringOverheadPaging ...................... 15-3
MVIPClockConfiguration ......................... 15-4
FeatureTips ..................................... 15-5
Chapter16
SystemDataManagement .........................16-1
UsingBackupandRestore .......................... 16-1
BackingupFiles .................................. 16-2
SchedulingBackups ............................... 16-3
RestoringBackedupFiles .......................... 16-4
Chapter17
SystemReportManagement .......................17-1
SystemSummaryReport ........................... 17-1
SystemLog...................................... 17-2
IPCumulativeTrafficStatistics ...................... 17-3
Chapter18
DataandInternetIntegration ......................18-1
NetworkProtocolandAddressing .................... 18-1
Network ....................................... 18-1
Protocol........................................ 18-1
TransportProtocols............................... 18-1
NetworkAddress ................................ 18-2
LocalAddress................................... 18-3
Mixed-MediaMessaging .......................... 18-3
SettingUpEmailService ........................... 18-4
BeforeYouBegin................................ 18-4
SettingUpLANandInternetEmailontheServer....... 18-4
SettingUpLANandInternetEmailontheClient....... 18-9
SettingupanExchangeServer...................... 18-10
ExchangeServerWindowsNT4.0Integration ........ 18-10
Prerequisites ................................... 18-11
ExchangeServerPrerequisites..................... 18-13
x AltiWareOESystemAdministration&InstallationManual