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User Manual: AltiContact™ Manager Administration Manual

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AltiContact Manager
Version 4.6
Administration Manual
Revised 06/2003 4413-0001-4.6
WARNING!
Toll fraud is committed when individuals unlawfully gain access to
customer telecommunication systems. This is a criminal offense.
Currently, we do not know of any telecommunications system that is
immune to this type of criminal activity. AltiGen Communications, Inc.
will not accept liability for any damages, including long distance charges,
which result from unauthorized and/or unlawful use. Although AltiGen
Communications, Inc. has designed security features into its products, it is
your sole responsibility to use the security features and to establish security
practices within your company, including training, security awareness, and
call auditing.
NOTICE
While every effort has been made to ensure accuracy, AltiGen
Communications, Inc. will not be liable for technical or editorial errors or
omissions contained within the documentation. The information contained
in this documentation is subject to change without notice.
This documentation may be used only in accordance with the terms of the
AltiGen Communications, Inc. License Agreement.
AltiGen Communications, Inc.
47427 Fremont Blvd.
Fremont, CA 94538
Telephone: 510-252-9712
Fax: 510-252-9738
E-mail: info@altigen.com
Web site: www.altigen.com
TRADEMARKS
AltiContact Manager, AltiGen, AltiServ, AltiWare, 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. 1998-2003. All rights
reserved.
Printed in U.S.A. 06/2003 4413-0001-4.6
AltiContact Manager Administration Manual i
Contents
Preface:AboutThisManual........................1-xxix
Chapter 1
Overview ........................................1-1
KeyAltiContactManagerCharacteristics............... 1-3
CallCenter/IPPBXFeatures........................ 1-6
AutomaticCallDistributionFeatures ................ 1-12
IVRFeatures ................................... 1-15
AltiGen Voice Mail Features. . . . . . . . . . . . . . . . . . . . . . . 1-16
InternetIntegrationFeatures....................... 1-18
SystemAdministrationFeatures.................... 1-19
T1/PRI/E1Features.............................. 1-21
VoiceoverIPFeatures............................ 1-22
Voice over IP Session Support AltiContact Manager Features 1-24
AltiWare Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-25
OptionalAdd-OnSoftware ........................ 1-25
OptionalAdd-OnProducts ........................ 1-26
OptionalKits................................... 1-26
Chapter 2
SystemRequirements..............................2-1
HardwareRequirements............................ 2-1
SystemKeyRequirement .......................... 2-1
Selecting the AltiContact Manager Platform. . . . . . . . . . . . 2-1
MinimumSystemRequirements..................... 2-1
ProperGroundingandLoopCurrent.................. 2-3
UninterruptiblePowerSupply(UPS) ................. 2-3
OperatingEnvironment............................ 2-3
AltiGen Telephony Boards 4
FunctionalSpecifications........................... 2-4
AltiGen Board Installation. . . . . . . . . . . . . . . . . . . . . . . . . . 2-8
AltiGen Board Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
SystemLimitations .............................. 2-11
PowerRequirements ............................. 2-12
HeatFactor..................................... 2-13
ii AltiContact Manager Administration Manual
Installing a Cooling Fan . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-13
ProperBoardHandlingProcedures .................. 2-14
ElectrostaticDischarge(ESD)Warning............... 2-14
OperatingEnvironment............................ 2-15
PackagingforShipmentandStorage................. 2-17
AltiContact Manager Conference Resource Limits . . . . . . 2-18
Chapter 3
SoftwareInstallation...............................3-1
AltiContactManagerasanNTService ................. 3-2
PreparingtoInstallAltiContactManager ............... 3-2
FirewallConsiderations............................ 3-3
Licensing ........................................ 3-5
Registration ...................................... 3-7
DealerInstallationID.............................. 3-8
RegistrationMethods.............................. 3-8
Upgrades......................................... 3-9
BeforeNewInstallation ............................ 3-11
ToBeginNewInstallation .......................... 3-11
BeforeUpgrade .................................. 3-18
BackupDatabase................................. 3-18
Shutting Down the AltiGen Switching Service . . . . . . . . . 3-18
ToBeginUpgrade ................................ 3-19
OnlineLicenseRegistrationProcedures............... 3-29
Manual Online License Registration Procedure . . . . . . . . . 3-38
OfflineRegistrationProcedures..................... 3-45
WindowsEmergencyRepairDisk .................... 3-45
Installing ACM Administrator on Remote Systems . . . . . . 3-45
RunningACMAdministrator........................ 3-46
Shutting Down AltiContact Manager when Changing or Adding Hard-
ware.............................................. 3-47
Transferring the AltiContact Manager to Another Server Chassis 3-47
AltiContactManagerUninstall ...................... 3-48
SoftwareInstallationTroubleshooting................. 3-49
Chapter 4
GettingAroundACMAdministrator .................4-1
AltiContactManagerAdministrator.................... 4-1
LogginginfortheFirstTime........................ 4-1
AltiContact Manager Administration Manual iii
The AltiContact Manager Main Window 2
TheMainMenu .................................. 4-3
QuickAccessToolbar ............................. 4-3
TheViewWindows ................................ 4-5
BoardsViewWindow ............................. 4-5
AgentExtensionViewWindow...................... 4-6
TrunkViewWindow.............................. 4-7
WorkgroupViewWindow.......................... 4-8
CallLogViewWindow............................ 4-9
IPTrunkCurrentTrafficStatisticsWindow ............ 4-9
StatusBar...................................... 4-10
LoggingIn ...................................... 4-10
ChangingthePassword ............................ 4-11
StoppingtheAltiGenSwitchingService ............... 4-11
Chapter 5
SystemConfiguration ..............................5-1
SettingGeneralParameters .......................... 5-2
SettingaSystemNumberPlan ....................... 5-4
Assigning Trunk, Feature, IP Trunk, & Route Access. . . . . 5-6
SettingBusinessHours ............................. 5-8
RoutingCallsonHolidays........................... 5-9
ConfiguringSystemSpeedDialing ................... 5-11
AddingNamesandComments...................... 5-12
DefiningSystemCallRestrictions ................... 5-12
Blocking Calls to Area Codes from All Extensions. . . . . . 5-13
LockingAttackedExtensions....................... 5-14
BlockingAllOutgoingCalls....................... 5-14
EnablingHopOffforTieTrunks.................... 5-14
CreatingAccountCodes ........................... 5-15
AddingandDeletingAccountCodes................. 5-15
SettingupCallReports ............................ 5-16
Internal(Local)LoggingofCallDataData............ 5-17
External(Remote)LoggingofCallData.............. 5-19
ExportingThroughaLocalPort..................... 5-21
UsingaTenantTable .............................. 5-22
ConfiguringtheTenantTable....................... 5-23
ModifyingtheTenantTable........................ 5-24
CountryRelevant ................................. 5-25
SettingTollCallPrefixes.......................... 5-25
iv AltiContact Manager Administration Manual
SettingEmergencyNumbers....................... 5-26
SettingtheTDMBusMode........................ 5-26
CT-BusClockConfiguration........................ 5-26
AudioPeripheralConfiguration...................... 5-27
Configuring Music On Hold and Recorded Announcements 5-28
SettingGreetingandUpdatePrompts ................ 5-30
ConfiguringOverheadPaging...................... 5-30
Chapter 6
BoardConfiguration...............................6-1
UsingtheTritonResourceBoard ..................... 6-2
ConfiguringtheQuantumBoard ...................... 6-2
ConfiguringtheTritonAnalogStationBoard ............ 6-4
Configuring the Triton Analog Trunk LS/GS and LS Boards 6-6
ConfiguringtheTritonVoIPBoard.................... 6-7
Voice over IP for AltiWare OE . . . . . . . . . . . . . . . . . . . . . . 6-8
TritonVoIPBoard................................ 6-8
BoardInstallation................................. 6-9
Troubleshooting—Common Symptoms and Solutions . . . 6-10
ConfiguringtheTritonT1/PRIBoard ................. 6-11
ServiceParametersforT1 ......................... 6-12
ServiceParametersforPRI......................... 6-14
BoardConfiguration.............................. 6-15
Triton T1 Configuration - Triton T1/PRI Dialog Box . . . . 6-17
Setting up T1 or PRI Channels on the Triton T1/PRI Board 6-22
Installing a Channel Service Unit (CSU) to the Triton T1 or T1/E1/PRI
Board....................................... 6-27
Troubleshooting—Common Symptoms. . . . . . . . . . . . . . . 6-27
Chapter 7
TrunkConfiguration ..............................7-1
SelectingTrunkstoSetAttributes.................... 7-2
SettingGeneralTrunkAttributes...................... 7-3
QuantumTrunkProperties.......................... 7-6
TritonAnalogTrunkProperties...................... 7-9
TritonAnalogTrunkGS/LSProperties............... 7-11
TritonVoIPTrunkConfiguration.................... 7-13
TritonT1/PRITrunkProperties..................... 7-15
IncomingCallRouting............................. 7-20
AltiContact Manager Administration Manual v
OutgoingCallBlocking............................ 7-21
Chapter 8
VoiceMailConfiguration ..........................8-1
ManagingMessages................................ 8-1
Setting Message Notification Retries. . . . . . . . . . . . . . . . . . 8-2
Setting Message Management Options . . . . . . . . . . . . . . . . 8-3
Setting Message Recording Options . . . . . . . . . . . . . . . . . . 8-3
Setting E-mail Messaging Options . . . . . . . . . . . . . . . . . . . 8-4
SynchronizingE-mailwithExchange................. 8-5
CreatingDistributionLists .......................... 8-5
DefiningaDistributionList......................... 8-6
Chapter 9
VoIPConfiguration ...............................9-1
DefininganIPDialingTable......................... 9-1
AbouttheLocationIDDigitLength.................. 9-1
DefiningtheIPDialingTable ....................... 9-2
Setting the Location ID Digit Length. . . . . . . . . . . . . . . . . . 9-3
DefiningRemoteLocations......................... 9-3
Setting VoIP Codecs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5
NetworkConfigurationGuidelinesforVoIP ............ 9-8
Network Configuration Guidelines for the Alti-IP 600 . . . . 9-10
ConfigurationGuidelinesforNAT ................... 9-11
IPPhoneConfiguration........................... 9-12
H.323NAT..................................... 9-12
FirewallConsiderations............................ 9-23
Setting up H.323 Traffic Forwarding for H.323 NAT . . . . . 9-24
Setting Up an AltiContact Manager-to-AltiContact Manager IP Net-
work ............................................. 9-25
Chapter 10
OutCallRoutingConfiguration ....................10-1
Working with Route Definitions . . . . . . . . . . . . . . . . . . . . . 10-2
Setting Default Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-4
AboutCallRoutingand911Calls................... 10-5
Setting Dialing Pattern Routing . . . . . . . . . . . . . . . . . . . . . . 10-6
vi AltiContact Manager Administration Manual
Chapter 11
IVRConfiguration................................11-1
PlanningisEssential..............................11-1
Example: IVR Planning 2
AddingIVRs.....................................11-4
EditingIVRs.....................................11-5
ConfiguringMenuItems...........................11-6
MakingIVRAssignments.........................11-10
PhraseManagement ..............................11-10
UsingPre-RecordedPrompts......................11-10
RecordingCustomPhrases........................11-11
UsingProfessionallyRecordedPhrases..............11-12
Chapter 12
CallCenterConfiguration..........................12-1
CallerIDRouting .................................12-1
Adding and Deleting Caller ID Route Entries . . . . . . . . . . 12-2
DefiningtheRouting..............................12-3
DNISRouting....................................12-3
AddingandDeletingDNISRouteEntries.............12-4
DefiningtheRouting..............................12-5
AgentLogoutReasonCodes ........................12-5
CallRecording ...................................12-6
Chapter 13
AgentConfiguration ..............................13-1
Setting up Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-3
AddingNewExtensions...........................13-4
EstablishingBasicExtensionAttributes...............13-4
ForcedAccountCode.............................13-6
ChangingtheExtensionLocationorType.............13-8
Setting an IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-8
Setting the Line Properties . . . . . . . . . . . . . . . . . . . . . . . . 13-10
PhoneDisplayOptions...........................13-14
Setting Up Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-15
Setting up Station Speed Dialing . . . . . . . . . . . . . . . . . . . . 13-17
Setting the Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . 13-19
Setting an Information-Only Mailbox. . . . . . . . . . . . . . . . 13-20
AltiContact Manager Administration Manual vii
DisablingaMailbox............................. 13-20
SynchronizingwithExchangeServer ............... 13-20
SMTP/POP3 Setting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-20
MailForwardingOptions......................... 13-20
Setting Message Playback Options . . . . . . . . . . . . . . . . . 13-21
Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . 13-22
Setting Message Notification Options . . . . . . . . . . . . . . . . 13-22
Setting the Message Types for Notification. . . . . . . . . . . 13-23
Setting the Type of Notification. . . . . . . . . . . . . . . . . . . . 13-24
Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . 13-25
Setting Notification Business Hours . . . . . . . . . . . . . . . . 13-25
EnablingMessageNotification .................... 13-25
Configuring Calling Restrictions . . . . . . . . . . . . . . . . . . . . 13-26
Setting Call Restriction Options. . . . . . . . . . . . . . . . . . . . 13-26
Setting Other Call Restrictions. . . . . . . . . . . . . . . . . . . . . 13-27
Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . 13-28
ForwardingAllCalls............................ 13-29
Enabling“DoNotDisturb....................... 13-30
HandlingBusyCalls............................. 13-30
Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . 13-31
HandlingUnansweredCalls....................... 13-31
Configuring One Number Access . . . . . . . . . . . . . . . . . . . 13-32
Enabling One Number Access . . . . . . . . . . . . . . . . . . . . . 13-33
Setting Caller ID Verification . . . . . . . . . . . . . . . . . . . . . 13-34
SpecifyingForwardingNumbers................... 13-35
Setting Up Monitor Lists . . . . . . . . . . . . . . . . . . . . . . . . . . 13-35
ConfiguringaMonitorList ....................... 13-36
FeatureTips .................................... 13-38
Chapter 14
HuntgroupConfiguration .........................14-1
Setting Up Huntgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-3
AddingaHuntgroup.............................. 14-4
EstablishingBasicHuntgroupAttributes.............. 14-4
EstablishingHuntgroupMembership ................. 14-6
AddingExtensionstoHuntgroups................... 14-7
Assigning Huntgroups to Agent Extensions . . . . . . . . . . . 14-8
AutomaticLogIn/Out ........................... 14-10
Setting Huntgroup Mail Management . . . . . . . . . . . . . . . . 14-11
DisablingaMailbox............................. 14-12
viii AltiContact Manager Administration Manual
SynchronizingwithExchangeServer................ 14-12
SettingEmailOptions............................ 14-12
SettingMailboxPlaybackOptions.................. 14-13
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . 14-13
SettingMessageNotificationOptions ................ 14-14
Setting the Message Types for Notification . . . . . . . . . . . 14-15
SettingtheTypeofNotification.................... 14-15
SettingNotificationTiming....................... 14-16
SettingNotificationBusinessHours................. 14-16
EnablingMessageNotification..................... 14-17
SettingCallHandlingOptions ...................... 14-17
HandlingBusyCalls............................. 14-18
ForwardingAllCalls ............................ 14-19
HandlingUnansweredCalls....................... 14-20
SettingHuntgroupHandling....................... 14-21
GroupRNAHandling............................ 14-21
SettingQueueManagementOptions ................. 14-23
Chapter 15
WorkgroupConfiguration .........................15-1
CreatingaWorkgroup ............................ 15-2
Establishing Basic Workgroup Attributes . . . . . . . . . . . . . 15-2
ServiceLevelThreshold........................... 15-4
CentralizedWorkgroupRecordingOptions............ 15-4
EstablishingWorkgroupMembership ................. 15-5
AutomaticLogIn/Out............................. 15-7
SkillSettingAssignment ........................... 15-8
SettingtheMailboxOptions ........................ 15-9
DisablingaMailbox............................. 15-10
SynchronizingwithExchangeServer................ 15-10
SMTP/POP3 Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-11
MailForwardingOptions......................... 15-11
SettingMessagePlaybackOptions.................. 15-11
Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . 15-12
SettingMessageNotificationOptions ................ 15-13
Setting the Message Types for Notification . . . . . . . . . . . 15-13
SettingtheTypeofNotification.................... 15-14
SettingNotificationTiming....................... 15-15
SettingNotificationBusinessHours................. 15-15
EnablingMessageNotification..................... 15-15
AltiContact Manager Administration Manual ix
SettingCallHandlingOptions ......................15-16
HandlingBusyCalls.............................15-16
ForwardingAllCalls.............................15-17
HandlingUnansweredCalls.......................15-18
SettingWorkgroupHandling ......................15-19
GroupRNA(RingNoAnswer)Handling.............15-20
QueueManagement ..............................15-22
SettingQueuePhraseOptions......................15-22
QueueAnnouncement............................15-23
QueueOverflowRouting .........................15-23
QueueQuitOption ..............................15-24
OperationNotes.................................15-25
Chapter 16
SettingUpIPExtensions.......................... 16-1
AltiGenIPPhoneService..........................16-1
IntercomwithIPPhones...........................16-1
IP Connections and Voice Quality . . . . . . . . . . . . . . . . . . . 16-2
SystemRequirements ..............................16-2
Configuration ....................................16-2
AltiAdmin......................................16-3
Clients.........................................16-4
Chapter 17
Alti-IP600PhoneConfiguration ................... 17-1
Chapter 18
ApplicationExtensionConfiguration ............... 18-1
ApplicationExtensionSetup ........................18-2
ApplicationFailoverPlan..........................18-3
ApplicationInformation...........................18-4
Chapter 19
SystemDataManagement......................... 19-1
UsingBackupandRestore ..........................19-1
BackingupFiles ..................................19-2
SchedulingBackups ...............................19-3
xAltiContact Manager Administration Manual
RestoringBackedupFiles .......................... 19-4
Chapter 20
SystemReportManagement .......................20-1
SystemSummaryReport ........................... 20-1
SystemLog ..................................... 20-2
IPCumulativeTrafficStatistics...................... 20-3
Chapter 21
DataandInternetIntegration ......................21-1
NetworkProtocolandAddressing................... 21-1
SettingUpEmailService.......................... 21-4
SettingupanExchangeServer..................... 21-10
ExchangeonWindows2000...................... 21-34
About AltiReach Configuration . . . . . . . . . . . . . . . . . . . . 21-36
Chapter 22
AltiWeb ........................................22-1
SystemRequirements............................. 22-1
AltiWebComponents............................. 22-1
Installing AltiWeb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-2
ConfiguringIVR................................ 22-16
Troubleshooting................................ 22-19
Uninstalling AltiWeb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-20
AltiWebSecurity ................................ 22-20
Symantec Norton AntiVirus Corporate Edition 7.5 . . . . . 22-20
Chapter 23
UsingTAPI .....................................23-1
SystemRequirements.............................. 23-1
Installing TAPI Services . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-2
ChangingTAPIConfigurationParameters ............. 23-3
Chapter 24
Tools ...........................................24-1
AltiContact Manager Administration Manual xi
Work/HuntGroupConverter........................ 24-1
ConfigurationReader.............................. 24-3
ExtensionChecker................................ 24-4
MVIPTestTool.................................. 24-6
AltiDBReader ................................... 24-7
DINAManager ................................. 24-11
Chapter 25
BasicCallRouter&CallRouterAdvanced ..........25-1
BasicCallRouter................................. 25-1
CallRouterAdvanced ............................. 25-9
Additional Call Router Advanced Features . . . . . . . . . . . 25-20
TestingCallRouter .............................. 25-28
TestingSQLServerDatabase ..................... 25-30
APPENDIX A
CallAccountingReportFormats ....................A-1
RTMDataSchema ................................A-9
SMDRReportingFormat ..........................A-15
TrunkCallsInFormat:............................A-15
ExtensionCallsOutFormat:.......................A-16
FromExtensionA ...............................A-16
FromTrunkB...................................A-17
APPENDIX B
E1R2CASInstallation ............................B-1
APPENDIX C
ProductRepairServices&TechnicalSupport .........C-1
TechnicalSupport ................................. C-1
Repair and Replacement . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2
StandardProductWarranty .........................C-4
RMAForm....................................... C-8
Glossary...........................................G-1
xii AltiContact Manager Administration Manual
Index.............................................. I-1
ReadersCommentForm..............................R-1
AltiContact Manager Administration Manual xv
Liabilitiy & Warranty
Liability & Warranty
Limitation of Liability
Except for personal injury, direct damages to tangible personal property proximately caused
by AltiGen products and liability otherwise expressly assumed in a written agreement signed
by AltiGen, the liability of AltiGen, its affiliates, suppliers, and authorized resellers for any
claims, losses, damages, or expenses from any cause whatsoever (including acts of omission
of third parties), regardless of the form of action, whether in contract, tort or otherwise, shall
not exceed an amount equal to the lesser of the direct damages proven or the purchase price
of the product. In no event shall AltiGen or its affiliates, suppliers, or authorized resellers be
liable for incidental, consequential, or any other indirect loss or damage (including lost profits
or revenues) incurred in connection with the product. This limitation of liability shall survive
failure of the exclusive remedy set forth in the limited warranty referred to in this book under
“Warranty.”
FCC and Industry Canada Compliance
This section describes the requirements for compliance with Federal Communications (FCC)
Rules and Industry Canada CS-03 standard.
Statement
This equipment has been tested and found to be in compliance with the limits for a Class B
digital device pursuant to Part 15 and Part 68 of the FCC Rules. These limits are designed to
provide reasonable protection against harmful interference when the equipment is operated in
a commercial or residential environment. This equipment generates and can radiate radio
frequency energy and, if not installed and used in accordance with the instruction manual, may
cause harmful interference to radio communications.
This Class B digital apparatus meets all requirements of the Canadian interference-causing
Equipment Regulations. Cet apparell numérique de la Classe B respecte toutes les exigences
du Reglement sur le materiel brouilleur du Canada.
FCC Requirements
1. The Federal Communications Commission (FCC) has established Rules which permit
this device to be directly connected to the telephone network. Standardized jacks are used
for these connections. This equipment should not be used on party lines or coin phones.
2. If this device is malfunctioning, it may also be causing harm to the telephone network;
this device should be disconnected until the source of the problem can be determined and
until repair has been made. If this is not done, the telephone company may temporarily
disconnect service.
3. The telephone company may make changes in its technical operations and procedures; if
such changes affect the compatibility or use of this device, the telephone company is
required to give adequate notice of the changes. You will be advised of your rights to file
a complaint with the FCC.
4. If the telephone company requests information on what equipment is connected to their
lines, inform them of:
xvi AltiContact Manager Administration Manual
a. The telephone number to which this unit is connected.
b. The ringer equivalence number. [0.0B]
c. The USOC jack required. [RJ11C]
d. The FCC Registration Number. [see label on board]
e. Industry Canada (Industrie Canada) Certification Number.
[see label on board]
Items (b) and (d) are indicated on the label. The Ringer Equivalence Number (REN) is used
to determine how many devices can be connected to your telephone line. In most areas, the
sum of the RENs of all devices on any one line should not exceed five (5.0). If too many
devices are attached, they may not ring properly.
Service Requirements
In the event of equipment malfunction, all repairs should be performed by our Company or an
authorized agent. It is the responsibility of users requiring service to report the need for service
to AltiGen or to one of our authorized agents. Service can be obtained at your Authorized
AltiGen Dealer.
Equipment Attachment Limitations - Industry Canada
NOTICE: The Canadian Industry Canada label identifies certified equipment. This
certification means that the equipment meets certain telecommunications network protective,
operational, and safety requirements. The Department does not guarantee the equipment will
operate to the user’s satisfaction.
Before installing this equipment, users should ensure that it is permissible to be connected to
the facilities of the local telecommunications company. The equipment must also be installed
using an acceptable method of connection. In some cases, the company’s inside wiring
associated with the single line individual service may be extended by means of a certified
connector assembly (telephone extension cord). The customer should be aware that
compliance with the above conditions may not prevent degradation of service in some
situations.
Repairs to the certified equipment should be made by an authorized Canadian maintenance
facility designated by the supplier. Any repairs or alterations made by the user to this
equipment, or equipment malfunctions, may give the telecommunications company cause to
request the user to disconnect the equipment.
Users should ensure for their own protection that the electrical ground connections of the
power utility, telephone lines, and internal metallic water pipe system, if present, are
connected together. This precaution may be particularly important in rural areas.
Caution: Users should not attempt to make such connections themselves, but should
contact the appropriate electrical inspection authority, or electrician, as
appropriate.
The Load Number (LN) assigned to each terminal device denotes the percentage of the total
load to be connected to a telephone loop that is used by the device, to prevent overloading.
The termination on a loop may consist of any combination of devices subject only to the
requirement that the total of the Load Number of all the devices does not exceed 100.
WARNING: Changes or modifications to this unit not expressly approved in writing
by AltiGen Communications, Inc. could void the user’s authority to
operate this equipment.
AltiContact Manager Administration Manual xvii
Port Identification, Facility Interface, and Service Order Codes
The following tables list the manufacturer’s network interface port designations, Facility
Interface Codes (FIC), Ringer Equivalence Number (REN), or Service Codes and the network
jacks for the required facilities. The facility interface and service order codes are with
reference to the codes specified in Table 5 of Appendix D of FCC Form 730 Application
Guide of January 1998.
Table 1. Quantum Network Trunk Interfaces for Loop Start, Ground Start and DID Services
Table 2. Network Digital Trunk Interfaces for Digital Services
Triton T1/E1 PRI FCC Registration No., Part 68 55MUSA-25184-PF-E
*The Triton T1/PRI interface connects to the Public Switched Telephone Network through an
FCC registered NCTE which specifies the type of network jack to be used.
Table 3. Triton Analog Trunk Interfaces for Loop Start/Ground Start and Loop
Start Services
Disruption of Network
If any Quantum or Triton boards disrupt the telephone network, the telephone company can
discontinue your service temporarily. If possible, the telephone company will notify you in
advance. If advance notice is not practical, they will notify you as soon as possible. You are
also informed of your right to file a complaint with the FCC.
Manufacturer Port
Identifier Facility Interface Code
(FIC) REN Network Jack
(USOC)
ALTI-CD0408UD 02LS2 0.0B RJ-11C
ALTI-CD0804UD 02LS2 0.0B RJ-11C
ALTI-CD0408UD 02GS2 0.0B RJ-11C
ALTI-CD0804UD 02GS2 0.0B RJ-11C
ALTI-DID0408UD 02RV2-T 0.0B RJ-11C
Manufacturer Port
Identifier Facility Interface Code
(FIC) Service Order
Code (SOC) Network Jack
(USOC)
ALTI-T1E1-1 04DU9-BN 6.0P/AS.2 RJ-48C*
ALTI-TTT1-1 04DU9-DN 6.0P/AS.2 RJ-48C*
ALTI-TTT1-1 04DU9-1KN 6.0P/AS.2 RJ-48C*
ALTI-TTT1-1 04DU9-1SN 6.0P/AS.2 RJ-48C*
Manufacturer Port Identifier Facility Interface Code
(FIC) REN Network Jack
(USOC)
ALTI-TTAT-12GS O2GS2 0.5B RJ21X, RJ11
ALTI-TTAT-12 O2LS2 0.5B RJ21X, RJ11
xviii AltiContact Manager Administration Manual
Direct Inward Dialing (DID) Answering Supervision
Customers allowing Triton T1/PRI, Quantum, or Triton Analog Station Analog DID to be
operated in such a manner as to not provide for proper answer supervision is a violation of Part
68 of the FCC rules.
Proper answer supervision occurs when:
1. The AltiWare system returns answer supervision to the PSTN when DID calls are:
Answered by the called station.
Answered by the attendant.
Routed to a recorded announcement that can be administered by the customer.
2. The AltiServ system returns answering supervision on all DID calls forwarded to the
PSTN.
Class A Equipment
This is a Class A product. In a domestic environment, this product may cause radio
interference, in which case, the user may be required to take adequate measures.
Safety
(Seguridad/Sicherheit)
The following information is included in this publication for the use and safety of installation
and maintenance personnel.
Important Safety Instructions
Read all of the instructions before attempting to operate the equipment and before
connecting the power supply.
Always follow basic safety precautions to reduce the risk of fire, electrical shock, and
injury to persons.
To prevent fire or shock hazard, do not expose the unit to rain, moisture, or install this
product near water. Never spill liquid of any kind on this product.
Never push objects of any kind into this product through module openings or expansion
slots, as they may touch dangerous voltage points or short out parts, which could result
in the risk of fire or electrical shock.
Refrain from opening the cabinet as there are high voltage components inside. Refer
servicing to qualified service personnel. If you are a qualified service personnel, power
down everything before opening.
Do not attach the power supply cord to building surfaces. Do not allow anything to rest
on the power cord or allow the cord to be abused by persons walking on it.
To protect this equipment from overheating, do not block the slots and openings in the
module housings that are provided for ventilation.
Seguridad
La siguiente información se incluye en la presente publicación para la utilización y seguridad
del personal instalador y de mantenimiento.
AltiContact Manager Administration Manual xix
Información de Seguridad de Importancia
Lea todas las instrucciones antes de que intente operar el equipo y antes de conectar la
fuente de alimentación.
Observe siempre las precauciones básicas de seguridad, a fin de reducir el riesgo de
incendio, electrochoque y de lesiones al personal.
Con objeto de evitar incendios o el riesgo de electrochoque, no exponga la unidad a la
lluvia, humedad, ni tampoco instale este producto cerca del agua. Jamás derrame
ninguna clase de líquido sobre el producto.
Jamás inserte objeto alguno, de ninguna clase, a través de las aberturas del módulo o de
las ranuras de expansión de este producto, ya que podrían establecer contacto con puntos
de voltaje peligrosos, o provocar cortos circuitos en los componentes del producto, y
esto a su vez podría originar el riesgo de incendio o de electrochoque.
Absténgase de abrir el gabinete ya que éste contiene componentes de alto voltaje.
Asígnele el mantenimiento únicamente a personal capacitado. Si usted forma parte de
dicho personal capacitado, corte absolutamente toda la energía eléctrica antes de que
abra el gabinete.
No sujete el cordón del suministro eléctrico a las superficies del edificio. No permita
que objeto alguno descanse sobre el cordón del suministro eléctrico, ni que la gente lo
maltrate al caminar sobre él.
A fin de evitar el sobrecalentamiento del equipo, no obstruya las ranuras y aberturas que
se encuentran sobre las cubiertas del módulo, ya que éstas se suministran para su
ventilación.Read all of the instructions before attempting to operate the equipment and
before connecting the power supply.
Sicherheit
Die in dieser Veröffentlichung enthaltene Information befaßt sich mit der Sicherheit von
Personal sowohl beim Einbau als auch bei der Wartung des Geräts.
Wichtige Sicherheitsbestimmungen
Vor Einschaltung der Stromversorgung und der Inbetriebnahme des Geräts mit allen
Bestimmungen sorgfältig vertraut machen.
Um die Gefahr von Feuer, elektrischem Schlag und anderen persönlichen Verletzungen
zu verhüten, sind grundsätzliche Vorsichtsmaßnahmen zu beachten.
Zur Vermeidung von Feuer oder elektrischem Schlag muß verhütet werden, das Gerät
Regen oder Feuchtigkeit auszusetzen, oder aber es in Wassernähe zu installieren. Es darf
auf keinen Fall Flüssigkeit auf das Gerät verschüttet werden.
Um die Gefahr von Feuer oder elektrischem Schlag auszuschalten, die durch Berührung
mit Spannungsteilen oder einem elektrischen Kurzschluß entstehen kann, dürfen auf
keinen Fall Objekte irgendeiner Art durch Modulöffnungen oder Erweiterungsschlitze
in das Gerät eingeführt werden.
Das Gehäuse enthält Hochspannungsteile und sollte deshalb nicht geöffnet werden.
Wartung ist von qualifiziertem Wartungspersonal durchzuführen.. Im Wartungsfalle ist
vor der Öffnung des Gehäuses sämtliche Stromzufuhr abzuschalten.
xx AltiContact Manager Administration Manual
Stromversorgungskabel nicht an Gebäudeteilen befestigen. Keine Gegenstände auf das
Stromversorgungskabel legen oder auf das Kabel treten.
Zur Verhütung der Überhitzung des Gerätes ist die Verschließung von
Ventilationsschlitzen und -öffnungen im Modulgehäuse zu vermeiden.
Safety with Electricity
High Voltages
Observe all safety regulations and read the warnings, cautions, and notes posted on the
equipment.
Find the switch to power off the cabinet. Read the posted instructions.
Ensure that equipment can not be powered from another source or controlled from a
different circuit breaker or disconnecting switch.
When a procedure requires that you power off the system:
Lock the wall box-switch in the off position.
Attach a DO NOT OPERATE tag to the wall box-switch.
Never assume that the power is turned off. Always check to ensure that a circuit does
not have power.
Note: Unit must have ground wire attached if trunks are attached and system is
unplugged.
Do not work alone. Work with another person who knows the locations of the power-off
switches, especially if you are working with exposed electrical circuits. (See note
above.)
Follow the instructions in the manual carefully, especially when working with circuits
that are powered. Disconnect power when instructed to do so in the procedures.
Disconnect all power before working near power supplies unless otherwise instructed by
a maintenance procedure.
Disconnect all power before installing changes in machine circuits unless otherwise
instructed by a maintenance procedure.
High voltages capable of causing shock are used in this equipment. Be extremely careful
when measuring high voltages and when servicing cards, panels, and boards while the
system is powered on.
Do not wear jewelry or other metal objects when working on the equipment.
When possible, work with one hand so that a circuit is not created.
Use caution when installing or modifying telephone lines. Never install telephone wiring
during an electrical storm.
Never install a telephone jack where it can get wet unless the jack is specifically
designed for wet conditions.
DANGER
Do not take chances with your life. Follow these safety guidelines carefully.
AltiContact Manager Administration Manual xxi
Never touch uninsulated telephone wires or terminals unless the telephone line has been
disconnected at the network interface.
Seguridad en El Manejo de La Electricidad
Alto Voltaje
Observe todas las normas de seguridad y lea las advertencias, avisos de precaución y
notas que se encuentran adheridos al equipo.
Encuentre el interruptor que corta la corriente eléctrica del gabinete. Lea las
instrucciones que se encuentran adheridas.
Cerciórese de que la corriente eléctrica del equipo no pueda encenderse desde otra
fuente, ni controlares desde ningún otro interruptor de circuitos o interruptor de
desconexión.
Cuando alguno de los procedimientos requiera que corte usted la corriente eléctrica del
sistema:
Fije el interruptor del centro de carga que se encuentra empotrado en la pared, en la
posición de apagado (off).
Pegue una etiqueta de NO OPERAR sobre el interruptor del centro de carga.
Jamás presuponga que la energía eléctrica se encuentra apagada. Cerciórese siempre
de que el circuito no tiene energía eléctrica.
Nota: Cuando existan troncales conectadas a la unidad y el sistema se encuentre
desenchufado, la unidad deberá tener instalado el cable de conexión a tierra.
No trabaje sólo. Trabaje con alguna otra persona que conozca las ubicaciones de los
interruptores de apagado de la corriente eléctrica, particularmente, si está usted
trabajando con circuitos eléctricos descubiertos. (Lea la nota anterior).
Siga al pié de la letra las instrucciones contenidas en el manual, particularmente, cuando
trabaje con circuitos que tengan energía eléctrica. Desconecte la energía cuando las
instrucciones del procedimiento se lo indiquen.
Desconecte toda la energía eléctrica antes de trabajar cerca de cualquier fuente de
alimentación, salvo que el procedimiento de mantenimiento le instruya lo contrario.
Desconecte toda la energía eléctrica antes de efectuar cualquier cambio en los circuitos
de la máquina, salvo que el procedimiento de mantenimiento le instruya lo contrario.
El alto voltaje que utiliza este equipo puede ocasionar electrochoques. Tenga sumo
cuidado al medir los altos voltajes y al darle mantenimiento a las tarjetas, paneles y
placas cuando la energía eléctrica del equipo se encuentre encendida.
No use alhajas u otros objetos de metal cuando trabaje en el equipo.
Cuando le sea posible, trabaje con una sola mano, a fin de no producir un circuito.
Tenga cuidado cuando instale o modifique líneas telefónicas. Jamás instale cableado
telefónico durante una tormenta eléctrica.
DANGER/PELIGRO
Do No ponga en riesgo su vida. Sigua estos lineamientos de seguridad al pie de
la letra.
xxii AltiContact Manager Administration Manual
Nunca instale un conector telefónico en donde pueda mojarse, salvo cuando el conector
se encuentre especialmente diseñado para funcionar en condiciones de humedad.
Jamás toque cables o terminales telefónicas que no tengan aislante, a menos que haya
desconectado la línea telefónica desde la interfase de la red.
Elektrosicherheit
Hochspannung
Alle Sicherheitsregeln beachten und am Gerät angebrachte Warnungen und Hinweise
lesen.
Stellen Sie fest, wo sich der Gehäuseschalter befindet. Anleitung lesen.
Stellen Sie sicher, daß das Gerät weder durch eine andere Stromquelle versorgt noch
durch eine andere Sicherung oder Trennschalter kontrolliert werden kann.
Sollte ein Verfahren die Abschaltung der Anlage erfordern:
Wandschalter in der "AUS" - Position sperren
Kennzeichen "NICHT BETÄTIGEN" am Wandschalter anbringen
Gehen Sie NIE davon aus, daß der Strom abgeschaltet ist, sondern überprüfen Sie es.
Note: Anmerkung: Gerät muß geerdet sein, wenn Kabel angeschlossen und die Anlage
abgeschaltet ist.
Nicht alleine arbeiten. Arbeiten Sie mit jemandem, der weiß, wo sich der AUS-Schalter
befindet, besonders dann, wenn an freiliegenden Schaltkreisen gearbeitet wird. (Siehe
obige Anmerkung).
Beachten Sie die Anleitungen im Handbuch sorgfältig, besonders dann, wenn an
eingeschalteten Schaltkreisen gearbeitet wird. Strom abschalten, wenn ein Verfahren
das vorsieht.
Falls nicht anderweitig durch ein Wartungsverfahren bestimmt, ist der Strom bei
Arbeiten nahe der Stromversorgung abzuschalten.
Falls nicht anderweitig durch ein Wartungsverfahren bestimmt, ist der Strom bei
Änderungen am Maschinenstromkreis abzuschalten.
Dieses Gerät enthält Hochspannungen, die elektrischen Schlag verursachen können.
Äußerste Vorsicht ist geboten beim Messen von Hochspannung und beim Warten von
Schalttafeln und Steckkarten solange der Strom eingeschaltet ist.
Bei Arbeiten am Gerät keinen Schmuck oder metallische Gegenstände tragen.
Möglichst mit einer Hand arbeiten, um keinen Stromkreislauf entstehen zu lassen.
Vorsicht bei der Installation oder Modifizierung von Telefonleitungen. Keine
Telefonleitungen bei Gewittern legen.
Keine Telefonbuchse installieren, wo die Gefahr besteht, daß sie angefeuchtet wird, es
sei denn die Buchse ist für Feuchtigkeit besonders ausgelegt.
DANGER/GEFAHR
Nicht mit dem Leben spielen. Sicherheitsrichtlinien sorgfältig beachten.
AltiContact Manager Administration Manual xxiii
Vermeiden Sie das Berühren von nichtisolierten Telefonkabeln oder Terminals, wenn
die Telefonleitung an den Netzschnittstellen nicht abgeschaltet ist.
UL Regulatory Safety Requirements
(Requisitos Reglamentarios de Seguridad de La Asociación de
Aseguradores (UL)/Sicherheitserfordernisse gemäß UL (Underwriter's
Laboratories, Inc.))
Host Computer
1. Model AltiGen/AltiWare apparatus is approved for connection to Telecommunications
Systems specified in these instructions for use subject to the conditions set out in them.
Any other usage will INVALIDATE this approval.
2. The host machine shall be “CE” marked, with the internal ISA and PCI slots operating
at SELV in accordance with EN60950, 1992, issue 2, +A4.
3. This apparatus MUST be professionally installed.
4. The host machine MUST be hardwired earthed in accordance with EN60950, 1992,
issue 2, +A4, 1997, cl. 6.2.1.2 with an earth wire from the host machine earthing
terminal to the building earth.
5. The host machine SELV circuit is connected to the protective earthing terminal in
accordance with EN60950 cl. 2.5.
6. The host machine ISA bus pins B1, B10, or B31 (edge connectors on CPU mother-
board/backplane) MUST be less than 0.1 Ohms to host machine earthing terminal.
7. AltiGen complies with PCI Board specifications Rev. 2.1 (5V 32-bit).
8. The power required by the host machine and the total of all adapter cards installed within
the host environment, together with any ancillary apparatus, shall not exceed the power
specification of the host machine.
9. It is essential that, when other option cards are introduced that use or generate a
hazardous voltage, the minimum creepages and clearances specified in the following
table are maintained. A hazardous voltage is one that exceeds 42.4V peak AC or 60V
DC. If you have any doubt, seek advice from a competent engineer before installing
other adapters into the host machine.
Clearance (mm) Creepage (mm) Voltage used or generated by
host or other cards
2.0 2.4 (3.8) Up to 50 Vrms or Vdc
ISA bus ISA bus
B1 B10 B31
xxiv AltiContact Manager Administration Manual
For a host or other expansion card fitted in the host, using or generating voltages greater than
300V (rms or dc), advice from a competent safety engineer must be obtained before
installation of the relevant equipment.
Any other usage will INVALIDATE the approval of the apparatus, ifas a result, it then ceases
to conform to the standards against which approval was granted.
Requisitos Reglamentarios de Seguridad de La Asociación de
Aseguradores (UL)
Computadora Principal
1. El aparato modelo AltiGen/AltiWare se encuentra aprobado para conectarse a los
Sistemas de Telecomunicaciones que se especifican en estas instrucciones y para
emplearse bajo las condiciones que se indican en las mismas. Cualquier utilización
distinta INVALIDA esta aprobación.
2. La computadora principal deberá encontrarse marcada con "CE", y sus ranuras internas
ISA y PCI deberán estar operando en SELV, conforme lo indica el EN60950, 1992,
edición 2, +A4.
3. La instalación de este aparato la DEBEN ejecutar profesionales.
4. La máquina principal DEBE conectarse a tierra conforme lo dispone el EN60950, 1992,
edición 2, +A4, 1997, cl. 6.2.1.2, utilizando cable de conexión a tierra desde la terminal
amasadelamáquinaprincipalalaconexiónatierradeledificio.
5. El circuito SELV de la máquina principal debe conectarse a la terminal protectora de
aterrizada de conformidad con el EN60950 cl. 2.5.
6. Las clavijas de los canales de distribución ISA B1, B10, o B31 de la máquina principal
(conectores planos de entrada lateral de la placa matriz/panel de fondo (motherboard/
back plane)) de la unidad central de proceso (CPU), DEBEN tener menos de 0.1 ohmios
en la conexión a tierra de la máquina principal.
7. El AltiGen debe cumplir con las especificaciones de las Placas PCI, Rev. 2.1 (5V 32-
bit).
2.6 3.0 (4.8) Up to 125 Vrms or Vdc
4.0 5.0 (8.0) Up to 250 Vrms or Vdc
4.0 6.4 (10.0) Up to 300 Vrms or Vdc
Clearance (mm) Creepage (mm) Voltage used or generated by
host or other cards
ISA bus ISA bus
B1 B10 B31
AltiContact Manager Administration Manual xxv
8. La energía eléctrica que requiere la máquina principal y el total del conjunto de tarjetas
de los adaptadores instalados dentro del ámbito de la máquina principal, junto con
cualquier aparato auxiliar adicional, no deberá exceder las especificaciones de energía
eléctrica de la máquina principal.
9. Es esencial que, cuando se introduzcan tarjetas opcionales que utilicen o generen
voltajes peligrosos, también se mantengan las distancias y longitudes de frotamiento
mínimas y máximas que se especifican en la tabla que aparece a continuación. Voltaje
peligroso es aquel que excede de 42.4 voltios, en su valor máximo de cresta en la
corriente alterna o, de 60 voltios, en su valor máximo de cresta en la corriente directa.
Si tiene usted alguna duda, obtenga asesoría de un ingeniero competente, antes de
instalar otros adaptadores en la máquina principal.
Para la tarjeta de la computadora principal o para las demás tarjetas de ampliación que se
inserten en la principal y que utilicen o generen voltajes superiores a los 300 voltios (rms o
dc), deberá obtener asesoría de un ingeniero competente en materia de seguridad, antes de
proceder a instalar el equipo en cuestión.
Cualquier uso distinto INVALIDARÁ la aprobación otorgada al aparato, si como resultado de
dicho uso, éste deja de cumplir con los estándares para los cuales se otorgó la aprobación.
Sicherheitserfordernisse gemäß UL (Underwriter's Laboratories, Inc.)
Host Computer/Wirtsrechner
1. Das Gerät Model AltiGen/AltiWare ist nur in Verbindung mit
Telekommunikationssystemen zugelassen, die den gegebenen Anleitungen gemäß den
darin geforderten Bedingungen entsprechen. Anderweitige Verwendung setzt diese
Zulassung außer Kraft.
2. Das Hauptgerät ist mit "CE" zu bezeichnen, wobei die internen ISA und PSI Steckplätze
bei SELV gemäß EN60950, 1992, Ausgabe 2, +A4, fungieren.
3. Das Gerät darf nur von ausgebildetem Personal installiert werden.
4. Das Hauptgerät ist festzuverdrahten und gemäß EN60950, 1992, Ausgabe 2, +A4, 1997,
cl. 6.2.1.2 mit einem Erdleiter vom Hauptgeräterdanschluß zum Gebäude zu erden.
5. Der Hauptgerätschaltkreis SELVist mit dem Sicherungserdanschluß gemäß EN60950
cl. 2.5. verbunden
6. Die Hauptgerät ISA Bus Kontaktanschlüsse B1, B10, oder B31 (Randstecker auf CPU
Grundplatine/Hauptplatine) MÜSSEN weniger als 0.1 Ohm zum
Hauptgeräterdanschluß haben.
Distancia (mm) Longitud de Frotamiento
(mm) Voltaje empleado o generado por la
tarjeta madre u otras tarjetas
2.0 2.4 (3.8) Hasta 50 Vrms o Vdc
2.6 3.0 (4.8) Hasta 125 Vrms o Vdc
4.0 5.0 (8.0) Hasta 250 Vrms o Vdc
4.0 6.4 (10.0) Hasta 300 Vrms o Vdc
xxvi AltiContact Manager Administration Manual
7. AltiGen entspricht den PCI Board Anforderungen Rev. 2.1 (5V 32-bit).
8. Der Energiebedarf für das Hauptgerät sowie aller Anschlußkarten im Hauptrechner,
einschließlich von Zusatzgerät, darf die für das Hauptgerät spezifizierte Leistung nicht
überschreiten.
9. Die in der folgenden Tabelle vorgesehenen Minimalwerte müssen für den Fall beachtet
werden, daß mit der Einführung von zusätzlichen Karten riskante Stromspannungen
entweder benötigt oder verursacht werden. Dabei gilt als riskant eine Spannung, die
Spitzenwerte von 42.4V AC (Wechselstrom) oder 60V DC (Gleichstrom) überschreitet.
Im Zweifelsfalle ist ein zuständiger Ingenieur zu Rate zu ziehen.
Vor dem Einbau einer Haupt- oder Erweiterungskarte in den Hauptrechner , die Werte von
300V (rms or dc) überschreiten, ist der zuständige Sicherhaitsingenieur zu Rate zu ziehen.
Anderweitige Benutzung des Geräts, deren Ergebnis die Außerkraftsetzung der erteilten
Genehmigung zum Betrieb des Geräts zur Folge hat, macht diese Genehmigung ungültig.
Power Failure
(Fallas en La Energía Eléctrica/Netzausfall)
In the event of a power failure, the first telephone extension on each card (except for the
CD0012UD) is connected directly to the first exchange line, thus permitting access to dial the
emergency services. This telephone must be powered from the PSTN or have local battery
backup capable of calling the emergency services four hours after the power failure event
occurs.
En caso de ocurrir una falla en la energía eléctrica, la primera extensión telefónica de cada
tarjeta (salvo en lo que respecta a la CD0012UD), se conecta directamente a la primera línea
de la central, para así permitir el acceso a la marcación de los servicios de emergencia. Este
equipo debe alimentarse a partir del PSTN, o contar con un respaldo de batería local con
capacidad suficiente para llamar a los servicios de emergencia, durante cuatro horas después
de que ocurra la falla en la energía eléctrica.
Abstand (mm) Schlupf (mm) Spannungseinheit
für Gerät oder Zusatzkarten
2.0 2.4 (3.8) Bis zu 50 Vrms oder Vdc
2.6 3.0 (4.8) Bis zu 125 Vrms oder Vdc
4.0 5.0 (8.0) Bis zu 250 Vrms oder Vdc
4.0 6.4 (10.0) Bis zu 300 Vrms oder Vdc
ISA bus ISA bus
B1 B10 B31
AltiContact Manager Administration Manual xxvii
Bei Netzausfall wird der erste Telefonanschluß jeder Karte (mit der Ausnahme von
CD0012UD) direkt mit der Vermittlung verbunden und garantiert dadurch Zugang zu
Notdiensten. Der Anschluß muß von PSTN, betrieben werden oder aber eine örtliche
Notstromversorgung haben, die es ermöglicht, Notdienste bis zu vier Stunden nach dem
Netzausfall anzurufen.
Wiring
(Cableado/Schaltung)
All wiring must conform to National Telecommunications Wiring Regulations and the
National Electrical Wiring Regulations.
Todo el cableado deberá cumplir con las Normas Nacionales del Cableado para
Telecomunicaciones y con las Normas Nacionales del Cableado Eléctrico.
Alle Schaltungen müssen den Nationalen Vorschriften für Fernmeldeschaltungen ("National
Telecommunications Wiring Regulations") und den Nationalen Vorschriften für
Elektroschaltungen ("National Electrical Wiring Regulations") entsprechen.
Additional Requirements for Australia
(Requisitos Adicionales para Australia/Zusätzliche Bestimmungen für
Australien)
1. Warning: For safety reasons, connect only ACA or AUSTEL permitted or certified
equipment to the telephone ports (RJ11) of the patch panel or the audio in/out jacks on
the AltiServ card.
2. Warning: THIS EQUIPMENT MUST ONLY BE INSTALLED AND MAINTAINED
BY SERVICE PERSONNEL
1. Advertencia: Por razones de seguridad, conecte solamente equipo permitido o
certificado de ACA o AUSTEL a los puertos telefónicos (RJ11) del tablero de
conexiones o a los conectores de entrada y salida de la tarjeta de sonido AltiServ.
2. Advertencia: ÚNICAMENTE EL PERSONAL DE MANTENIMIENTO DEBERÁ
INSTALAR Y SUMINISTRAR MANTENIMIENTO A ESTE EQUIPO.
1. Warnung: Aus Sicherheitsgründen darf nur von ACA oder AUSTEL genehmigtes oder
beglaubigtes Gerät an Telefonanschlüsse (RJ11) des Schaltplans oder die Audio EIN/
AUS Buchsen der AltiServ Karte geschaltet werden.
2. Warnung: DIESES GERÄT DARF NUR VON WARTUNGSPERSONAL
EINGEBAUT UND GEWARTET WERDEN.
Additional Requirements for USA and Canada
(Requisitos Adicionales para Los Estados Unidos y Canadá/
Zusätzliche Bestimmungen für USA und Kanada)
1. The interconnecting trunk line cord should be at least size 26AWG.
2. This trunk card must be fitted in host equipment with fire enclosures complying with the
flammability requirements of sub-clause UL1950/CSA C22: 1995 4.4.3. In addition, the
card must be separated from internal materials of flammability class or lower by at least
xxviii AltiContact Manager Administration Manual
25 mm of air Class V-1 or better. Also, the card must be separated from openings in the
top or sides of the enclosure by at least 25 mm of air or by a barrier of flammability Class
V-1 or better unless the openings comply with one of the following:
not exceed 5 mm in any direction, or
not exceed 1 mm in width, regardless of length
3. Any holes in the chassis not conforming to the above should be covered with a metal
perforated screen, with holes not exceeding 5 mm diameter, fixed internally.
1. El cordón de la línea troncal de interconexión debe ser, por lo menos, calibre 26 AWG.
2. El armazón del equipo principal en el que se instale esta tarjeta troncal debe estar
diseñado a prueba de incendios y cumplir con los requisitos de inflamabilidad que
dispone el Párrafo 4.4.3 del Artículo 1995 del Código 22 de la UL1950/CSA5. Además,
la tarjeta debe encontrarse alejada de materiales internos de clase inflamable, o por
debajo, de por lo menos 25 mm de aire de la Clase V-1 o superior. También, la tarjeta
debe encontrarse alejada de cualquier abertura superior o lateral de la cubierta, por lo
menos mediante 25 mm de aire o a través de una barrera de inflamabilidad Clase V-1 o
superior, salvo cuando las aberturas se apeguen a cualesquiera de los siguientes criterios:
No excedan de 5 mm en cualquier dirección, o
No excedan de 1 mm de ancho sin importar su longitud.
3. Cualquier orificio del chasis que no cumpla con las especificaciones anteriores deberá
cubrirse con una malla metálica perforada, fija por dentro, cuyas perforaciones no
deberán exceder de 5 mm de diámetro.
1. Das Kabel für die Hauptverbindungsleitung muß mindestens 26AWG entsprechen.
2. Der Einbau der Hauptkarte im Hauptgerät muß feuerfest sein und den
Entflammbarkeitserfordernissen des Untertitels UL1950/CSA C22: 1995 4.4.3
entsprechen. Zusätzlich muß ein Abstand von mindestens 25 mm und der Luftklasse V-
1 zwischen der Karte und internen Materialien mit mindestens Entflammbarkeitsklasse
bestehen. Weiterhin muß zwischen der Karte und Öffnungen auf der Oberseite und an
den Seiten des Gehäuses ein Luftabstand von mindestens 25 mm oder aber eine Sperre
von mindestens der Entflammbarkeitsklasse V-1 bestehen, es sei denn, die Öffnungen
entsprechen folgenden Ansprüchen:
in allen Richtungen nicht größer als 5 mm, oder
nicht breiter als 1 mm, ungeachtet der Länge.
3. Alle Öffnungen im Gehäuse, die nicht den obigen Anforderungen entsprechen, sind mit
einem perforierten Deckel zu schließen, dessen Löcher nicht größer sind als 5 mm im
Durchmesser. Der Deckel muß von innen am Gehäuse angebracht werden.The
interconnecting trunk line cord should be at least size 26AWG.
Instructions for Hardwired Earth Connection
(Instrucciones para El Cableado de La Conexión a Tierra/Anleitungen
für festverdrahtete Erdanschlüsse)
AltiContact Manager Administration Manual xxix
1. A supplementary equipment earthing conductor is to be installed between the product or
system and earth, that is, in addition to the equipment earthing conductor in the power
supply cord.
2. The supplementary equipment earthing conductor may not be smaller in size (8 AWG
minimum, recommend 6 AWG) than the unearthed branch-circuit supply conductors.
The supplementary equipment earthing conductor is to be connected to the product at
the terminal provided, and connected to earth in a manner that will retain the earth
connection when the power supply cord is unplugged. The connection to earth of the
supplementary earthing conductor shall be in compliance with the appropriate rules for
terminating bonding jumpers in Park K of Article 250 the National Electrical Code,
ANSI/NFPA 70, and Article 10 of Part I of the Canadian Electrical Code, Part I, C22.1.
Termination of the supplementary equipment earthing conductor is permitted to be made
to building steel, to a metal electrical raceway system or to any earthed item that is
permanently and reliably connected to the electrical service equipment earthed.
3. Bare, covered or insulating earthing conductors are acceptable. A covered or insulating
earth conductor must have a continuous outer finish that is either green, or green with
one or more yellow stripes.
4. Earthing conductor shall not run through steel conduit.
1. Deberá instalarse equipo complementario de conducción a tierra entre el producto o
sistema y la tierra misma, esto es, además del conductor a tierra que el equipo tiene en
el cordón de la fuente de alimentación.
2. El conductor de conexión a tierra del equipo complementario no podrá ser de
dimensiones inferiores (mínimo calibre 8 AWG, se recomienda el calibre 6 AWG) a la
dimensión de los conductores de alimentación sin conexión a tierra del circuito de la
derivación. El conductor de conexión a tierra del equipo complementario deberá
conectarse a los productos en la terminal que se proporciona y, conectarse a tierra, de tal
manera en que la conexión a tierra se mantenga cuando el cordón de la fuente de
alimentación se encuentre desconectada. La aterrizada del conductor a tierra
complementario deberá cumplir con las reglas conducentes para la terminación de los
conductores de empalme de conexión a tierra que señalan el Apartado K del Artículo 250
del Código Nacional Eléctrico; el Artículo 70 del ANSI/NFPA, y Artículo 10, apartado
I del Código Eléctrico Canadiense, Apartado I, C22.1. Está permitido que la terminación
del conductor a tierra del equipo complementario se realice al acero del edificio, a un
sistema de conductos eléctricos o a cualquier artículo con tierra que se encuentre
conectado en forma permanente y confiable al equipo de servicio eléctrico que se
aterriza.
3. Se consideran aceptables los conductores sin aislante, recubiertos o con aislante. Los
conductores revestidos o con material aislante deberán contar con un acabado exterior
continuo de color verde, o verde con una o más franjas amarillas.
4. Los conductores de conexión a tierra no deberán tenderse a través de conductos de acero.
1. Sowohl Stromversorgungskabel als auch Gerät oder Anlage müssen geerdet sein.
2. Das Zusatz-Geräteerdungskabel darf nicht dünner sein als die ungeerdete
Verzweigungsleitung (8 AWG minimum, empfohlen 6 AWG). Es ist mit dem dafür
vorgesehenen Anschluß derartig zu verbinden, daß eine Erdung auch dann weiter
xxx AltiContact Manager Administration Manual
besteht, wenn das Stromversorgungskabel aus dem Stecker gezogen ist. Die Erdung des
Zusatzkabels muß den geltenden Bestimmungen für den Endanschluß von
Metallbrücken im Teil K, Artikel 250 des Nationalen Elektrokodex, [in Park (?) K of
Article 250 the National Electric Code], ANSI/NFPA 70, und Artikel 10, Teil I des
Kanadischen Elektrokodex, Tei I, [and Article 10, Part I of the Canadian Electrical
Code, Part I] C22.1entsprechen. Der Endanschluß des Zusatz-Geräteerdungskabels ist
erlaubt sowohl an Baustahl, an Zuführungsbahnen oder an jedem Gegenstand, der auf
Dauer und verläßlich mit geerdetem elektrischem Gerät verbunden ist.
3. Blanke, umhüllte oder isolierte Erdungskabel sind zulässig. Ein umhülltes oder isoliertes
Erdungskabel muß eine durchgehend grüne Oberfläche, oder eine grüne mit einem oder
mehreren gelben Streifen,
4. Erdleitungen dürfen nicht durch Stahlrohre führen.
UL Hardware Preparation
(Preparación del Equipo UL/Gerätevorbereitung gemäß UL
(Underwriter's Laboratories, Inc.))
Prepare the hardware as follows ensuring that the relevant manufacturer’s installation
instructions are complied with. If you have doubts about any of these, call your supplier.
1. This apparatus must be professionally installed.
2. Select a “CE” computer chassis according to the Safety Requirements above, ensuring
that it has an external marked earth point.
3. The host machine ISA bus pins B1, B10 or B13 MUST be tested to ensure that there is
less than 0.1 Ohms to the earthing terminal.
4. The host machine PCI bus pins complies with PCI Board specifications Rev. 2.1 (5V 32-
bit).
5. Prepare the chassis, in accordance with the PC manufacturers instructions, to receive the
necessary PC cards, ensuring the installation of extension cards does not result in non-
conformance to the Safety Requirements above.
6. When installing a system using AltiGen’s cards, note that the continued compliance to
the LVD and EMC EU Directives at the system level is the responsibility of the system
supplier.
7. Prepare above cards ensuring all jumpers are set according to the manufacturer’s
instructions.
8. Attach suitable grounded ESD wrist strap between wrist and earth.
9. Follow the manufacturer’s instruction and install above cards into PC.
Note: If more than three cards are using the MVIP, ensure that the Quantum or Triton
board set as board zero is installed at one end of the MVIP cable and the board at the far
end of the MVIP cable has its switch set to terminated (switch closed).
10. Replace PC outer case.
11. Connect a fixed earth from the PC to a suitable premises fixed earthing point. Note that
the earth cable must be at least the same gauge as the live wire of the main cord and fixed
to the earth terminal and the rear of the PC. (6 AWG recommended, 8 AWG minimum.)
12. Connect cable supplied with AltiServ to the “D-type sub-miniature” (25 pin) connector
on the AltiServ card and the connector to the Modular RJ-11 Patch Panel.
AltiContact Manager Administration Manual xxxi
13. Connect the building telecommunication wiring to the RJ-11 sockets.
14. Building telecommunication wiring shouldbe installed accordingto the National Wiring
Regulations for Telecommunications.
UL File No. E179719
Preparación del Equipo UL
Prepare el equipo de la manera que se indica a continuación. Cerciórese de antemano de que
se observan todas las instrucciones aplicables del fabricante. Si tiene usted alguna duda
acerca de cualesquiera de ellas, llame a su proveedor.
1. La instalación de este aparato la deben realizar profesionales.
2. Seleccione el chasis "CE" de la computadora tomando en consideración los Requisitos
de Seguridad que se indican anteriormente, además, cerciórese de que cuenta con un
punto de conexión a tierra marcado en el exterior.
3. Las clavijas ISA de los canales de distribución B1, B10 o B13 DEBEN someterse a
prueba, a fin de verificar que la corriente sea inferior de 0.1 ohmios hacia la terminal de
la conexión a tierra.
4. Cerciórese de que las clavijas PCI de los canales de distribución cumplen con las
especificaciones de los tableros PCI, Rev. 2.1 (5 voltios 32-bit).
5. Prepare el chasis de acuerdo con las instrucciones del fabricante de la computadora
personal, para efectos de que reciba las tarjetas de PC que necesita, y se cerciore así de
que la instalación de las tarjetas de extensión no redundará en la infracción de los
Requisitos de Seguridad que se indican con anterioridad.
6. Observe que cuando instala un sistema que utiliza tarjetas AltiGen, el acatamiento
continuo de las Directivas LD y EMC EU a nivel sistema, son responsabilidad del
proveedor del sistema.
7. Prepare las tarjetas mencionadas con anterioridad y cerciórese de que todos los puentes
de salto se encuentran posicionados conforme a las instrucciones del fabricante.
8. Coloque una pulsera antiestática ESD adecuadamente aterrizada entre la muñeca y la
tierra.
9. Siga las instrucciones del fabricante e instale las tarjetas que se mencionan con
anterioridad en la computadora.
Nota: Cuando más de tres tarjetas utilicen el MVIP, cerciórese de que la placa de Cuanto o de
Tritón establecida como placa cero se encuentre instalada en uno de los extremos del cable
MVIP, y de que la placa en el otro extremo del cable MVIP tiene su interruptor en la posición
de terminado (interruptor cerrado).
10. Reemplace la cubierta externa de la computadora.
11. Instale una conexión a tierra fija desde la computadora hasta un punto apropiado de
conexión a tierra dentro de las instalaciones. Observe que el cable de puesta a tierra debe
de ser, por lo menos, del mismo calibre que el cable con corriente viva del cordón
principal y, que el mismo debe de encontrarse conectado a la terminal de aterrizada y a
la parte posterior de la computadora. (Se recomienda el cable calibre 6 AWG, u 8 AWG,
como mínimo).
xxxii AltiContact Manager Administration Manual
12. Conecte el cable que se le suministra con la tarjeta AltiServ al conector sub-miniatura
tipo D (25 clavijas) de la tarjeta AltiServ y el conector al Tablero de Conexiones del
Modular RJ-11.
13. Conecte el cableado de telecomunicación del edificio a los enchufes del RJ-11.
14. El cableado de telecomunicación del edificio debe instalarse de conformidad con las
Normas Nacionales de Cableado para Telecomunicaciones.
Archivo de la Asociación de Aseguradores No. E179719
Gerätevorbereitung gemäß UL (Underwriter's Laboratories, Inc.)
Entsprechend den gegebenen Anleitungen des Herstellers ist das Gerät wie folgt
vorzubereiten. Im Zweifelsfalle ist der Lieferant zu benachrichtigen.
1. Gerät darf nur von qualifiziertem Personal eingebaut werden.
2. Wählen Sie ein "CE" (communication electronics) Komputergehäuse entsprechend den
oben angeführten Sicherheitsanforderungen mit einem an der Außenseite markiertem
"Erd" Punkt.
3. Die ISA (International Standard Atmosphere) Kontaktanschlüsse B1, B10 oder B13 auf
der Sammelschiene des Hauptgerätes sind zu testen um sicherszustellen, daß weniger als
0.1 Ohms zum Erdanschluß führen.
4. Die PCI (Program Controlled Interrupt) Kontaktanschlüsse auf der Sammelschiene des
Hauptgerätes entsprechen den PCI Steckkartenanforderungen (PCI Board
specifications) Rev. 2.1 (5V 32-bit).
5. Vor dem Einbau der entsprechenden PC (Personal Computer) Karten in das Gehäuse
gemäß den PC Herstelleranweisungen ist sicherszustellen, daß durch den Einbau
zusätzlicher Karten die oben genannten Sicherheitsansprüche nicht verletzt werden.
6. Beim Einbau einer Anlage mit AltiGen's Karten ist zu beachten, daß die ständige
Übereinstimmung mit den LVD (Low Voltage -DC) und EMC (Electromagnetic
Compatibility) EU Regeln auf Anlagenebene in den Verantwortungsbereich des
Anlagenherstellers fällt.
7. Alle Drahtbrücken auf oben erwähnten Karten müssen den Anforderungen des
Herstellers entsprechen.
8. Geeignetes geerdetes ESD (Electrostatic Device) Gelenkband zwischen Handgelenk
und Erde verwenden.
9. Beim Einbau oben erwähnter Karten in den PC (Personal Computer) sind die
Anordnungen des Herstellers zu beachten.
10. Anmerkung: Benutzen drei oder mehr Karten den MVIP (?- manual volume...?), ist
sicher zu stellen, daß die als 0-Karte bezeichnete Quantum oder Triton Karte an einem
Ende des MVIP Kabels eingebaut ist, und daß der Schalter der Karte am anderen Ende
des MVIP Kabel auf "geschlossen" (terminated-closed) steht
11. PC Gehäuse austauschen..
12. Anschluß zwischen einer festen Erdung am PC und einer geeigneten festen Erdung in
der Räumlichkeit erstellen. Zu beachten ist, daß das Erdkabel zumindest die gleiche
Stärke wie der unter Spannung stehende Draht des Hauptkabels hat und an den
Erdanschluß und an den PC angeschlossen ist. (6 AWG empfohlen, 8 AWG minimum.)
AltiContact Manager Administration Manual xxxiii
13. Anschluß zwischen dem mit dem AltiServ gelieferten Kabel, dem "D-type sub-
miniature" (25 pin-Kontaktanschlüsse) Stecker auf der AltiServ Karte und dem Stecker
des modularen RJ-11 Steckfeldes erstellen
14. Anschluß zwischen der Gebäudefernmeldeschaltung und den RJ-11 Buchsen erstellen.
15. Gebäudefernmeldeschaltung gemäß National Wiring Regulations for
Telecommunications ("Nationale Vorschriften für Fernmeldeschaltungen").
UL Kartei No. E179719
Warranty
What The Warranty Covers
AltiGen Communications warrants its hardware products to be free from defects in material
and workmanship during the warranty period. If a product proves to be defective in material
or workmanship during the warranty period, AltiGen Communications will, at its sole option,
repair, refund or replace the product with a like product.
How Long the Warranty Is Effective
All AltiGen Communications products are warranted for one (1) year for all parts from the
date of the first end user purchase.
Whom the Warranty Protects
This warranty is valid only for the first end user purchaser.
What the Warranty Does Not Cover
1. Any product on which the serial number has been defaced, modified or removed.
2. Damage, deterioration or malfunction resulting from:
a) Accident, misuse, neglect, fire, water, lightning, or other acts of nature,
unauthorized product modification, or failure to follow instructions supplied with
the product.
b) Repair or attempted repair by anyone not authorized by AltiGen Communications.
c) Any damage of the product due to shipment.
d) Removal or installation of the product.
e) Causes external to the product, such as electric power fluctuations or failure.
f) Use of supplies or parts not meeting AltiGen Communications’ specifications.
g) Normal wear and tear.
h) Any other cause which does not relate to a product defect.
i) At AltiGen’s sole discretion, if the product(s) is determined to be repairable, the
then current Out of Warranty charge shall apply.
3. Shipping, installation, set-up and removal service charges.
How to Obtain Service
End user customers should contact your Authorized AltiGen Dealer for service.
Authorized AltiGen Dealers must follow the steps below for service:
xxxiv AltiContact Manager Administration Manual
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen
Communications, Inc.
All materials being returned to AltiGen must have an associated RMA number. RMA
numbers are issued by AltiGen Customer Service and can be obtained by calling 1-510
252-9712. AltiGen reserves the right to refuse return of any material that does not have
an RMA number. The RMA number should be clearly marked on the outside of the
box in which the material is being returned. Please see the example below:
Attn.: RMA # 123
AltiGen Communications, Inc.
47427 Fremont Blvd.
Fremont, CA 94538
Upon authorization of return, AltiGen will decide whether the malfunctioning product
will be repaired or replaced.
2. To obtain warranty service, you must provide 1) date/proof of purchase, 2) serial number
of product, 3) your name and company name, 4) your shipping address and 5) description
of the problem.
3. For additional information, contact AltiGen via e-mail at support@altigen.com.
Effect of State Law
This warranty gives you specific legal rights, and you may also have other rights which vary
from state to state. Some states do not allow limitations on implied warranties and/or do not
allow the exclusion of incidental or consequential damages, so the above limitations and
exclusions may not apply to you.
Sales Outside the U.S.A.
For AltiGen Communications products sold outside of the U.S.A., contact your AltiGen
Communications dealer for warranty information and services.
Internet and Security Disclaimer
AltiGen Communications assumes no liability for the security of customer computer systems,
web sites and networks. Any computer connected to the Internet is at risk to the system being
compromised. While there are many ways to configure an effective, secure firewall platform,
customer implementations will vary, and as such, AltiGen Communications cannot specify
firewall settings. You may refer to the section on firewalls in this document for a list of
recommended ports used by various AltiGen applications.
AltiContact Manager Administration Manual xxix
Preface
Preface: About This Manual
This guide is designed for dealers, administrators, and technicians who are
responsible for installation, configuration, and administration of an
AltiContact Manager system.
Another manual, the AltiServ User Guide, covers the AltiContact Manager
end user features and functions such as call handling, voice mail, and web
interface.
This guide contains the following chapters and appendices:
Chapter 1, Overview, describes the AltiContact Manager functions,
features, benefits, and new features with AltiContact Manager 4.6.
Chapter 2, System Requirements, describes the system and hardware
specifications needed, based on the number of trunks and extensions
required.
Chapter 3, Software Installation, describes software specifications of the
AltiContact Manager system.
Chapter 4, Getting Around ACM Administrator, describes how to
navigate the AltiContact Manager Administrator application, which
is used to configure and maintain the AltiContact Manager system.
Chapter5, System Configuration, describes AltiContact Manager system
basic configuration, phone numbers, number plans, out-call and in-
call settings.
Chapter 6, Board Configuration, describes the Quantum and Triton
boards.
Chapter 7, Trunk Configuration, describes trunk attributes, including
channels.
Chapter 8, Voice Mail Configuration, describes configuration for voice
mail.
Chapter 9, VoIP Configuration, describes configuration for voice over IP
and codecs.
Chapter 10, Out Call Routing Configuration, describes cdefault
outgoing call routes and restrictions.
Chapter 11, IVR Configuration, describes IVR pre-recorded prompts
and menus.
xxx AltiContact Manager Administration Manual
Chapter 12, CallCenter Configuration, describes configuration for call
centers.
Chapter 13, Agent Configuration, describes configuration for agent
extensions.
Chapter 14, Huntgroup Configuration, describes configuration for
huntgroup functions and features.
Chapter 15, Workgroup Configuration, describes configuration for
workgroups.
Chapter 16, Setting Up IP Extensions, outlines procedures for setting up
IP extensions using AltiGen-certified clients.
Chapter 17, Alti-IP 600 Phone Configuration, describes configuration
steps for the Alti-IP 600 phone.
Chapter 18, Application Extension Configuration, describes
configuration for application extensions.
Chapter 19, System Data Management, describes backup and restore
procedures.
Chapter 20, System Report Management, describes system management
reports on summary, traffic, system log and call detail summary.
Chapter 21, Data and Internet Integration, describes setting up email,
AltiReach, Exchange integration.
Chapter 22, AltiWeb, gives procedures for installing and configuring the
AltiWeb feature, which allows internet users to talk to an extension
via VoIP and share web pages.
Chapter 23, Using TAPI, describes how to configure AltiGen’s TAPI
gateway to use off-the-shelf applications for calling contacts.
Chapter 24, Tools, gives a brief overview and general instructions for
using AltiContact Manager tools.
Chapter 25, Basic Call Router & Call Router Advanced, gives general
instructions for using Basic & Advanced CallRouter tools.
Appendix A, Call Accounting Report Formats, describes keys to the
data in CDR reports.
AppendixB,E1R2CASInstallation,describes configuration for E1-R2
CAS installation.
AltiContact Manager Administration Manual xxxi
Preface
Appendix C, Product Repair Services & Technical Support, describes
technical support, customer service, repair and replacement policies
and forms.
Glossary, Index, and Readers’ Comment Form
Related Publications
Related publications include:
AltiView Manual
AltiConsole Manual
AltiClient Manual
•CDRManual
xxxii AltiContact Manager Administration Manual
AltiContact Manager Administration Manual 1-1
1. Overview
C
HAPTER
1
Overview
AltiContact Manageris AltiGen’s new powerful turnkey, hardware/
software multi-channel IP Contact Center platform targeted at the formal
small to midsize contact center market of 10-500 agents. The product is
designed to provide contact centers with the essentials to service, respond
and track performance of contact professionals. Since AltiContact
Manager, or ACM, is IP-enabled and modular, call-centric businesses are
protected against growing out of their investment. A single platform with
an easy to use graphical user interface for business and contact center
professionals designed to increase overall productivity.
With AltiContact Manager, AltiGen has combined several separate
compelling contact center productivity applications into one integrated
system to handle daily voice, Internet, and email interactions. AltiContact
Manager is designed with an intuitive easy to use graphical user interface
for your current IT staff to easily manage the system and reduce
administrative costs. There is no need to learn complicated command line
interfaces or manage disparate systems. Companies now can deploy a VoIP
enabled contact center solution in days versus months.
AltiContact Manager is comprised of:
AltiContact Manager Platform for five 99999’s uptime
•ACMSoftware
12 Agent seats
12 AltiAgent Client sessions
Industrial Chassis Intel 2.0 GHz Pentium IV
Windows 2000 Server
•512MBRAM
• 3X18GBSCSIRAID5harddiskdrives
2 x 400 watt redundant hot swap power supplies
•3hotswapfans
Centralized administration with easy-to-use GUI
Skills-based routing among 8 different call distribution choices
1-2 AltiContact Manager Administration Manual
An integrated IP or traditional PBX with voicemail for both extensions
and voicemail
Unified Messaging integrating voice with E-Mail and third party fax,
e-mail server
Easy to use IVR with capability to answer PSTN and Web calls
Enhanced ACD
Built-in CRM screen-pop with popular applications like Goldmine,
ACT, Microsoft Outlook and Microsoft CRM
TAPI (Telephony API) Service Provider
Real-time status monitoring and reporting
Call Record to Voice Mail or to external server
Data synchronization with agent and supervisor desktop applications
Local and Remote IP agent and supervisor capability
Monitor and Barge in capable of advanced historical group and agent
performance reporting options
Seamless integration with CRM, Advanced IVR, databases with easy
to use SDK
Easy to plug in optional module to turn on web interactions for VoIP,
chat, and Web page push.
Virtual Contact Center via VoIP
Callback Interview
Caller ID Routing
Configurable Emergency Number
Directory Name Announcement
Enhanced Call Forwarding
Group Call Distribution
Enhanced call routing by several categories
• Huntgroups/Workgroups
Queue announcement
Queue quit option
Overview
AltiContact Manager Administration Manual 1-3
1. Overview
AltiContact Manager also includes the following IP PBX features:
•VoiceMail
•IVR
•EmailServer
Configurable Emergency Number
Call Detail Reports (CDR)
Internet Integration
TAPI (Telephony API) Service Provider
Voice over IP
Digital T1/PRI/E1 Integration
Tie Trunks with Caller ID
•OutCallRouting
Data Directed Routing
IP Extensions
The AltiContact Manager computer telephony platform is built by
installing one or more AltiGen boards into full-size ISA/PCI slots of a
Windows 2000/Windows NT Server and then installing the associated
AltiWare software. ACM Platform chassis and AltiGen Quantum and
Triton boards may also be added and must be installed into PCI slots. See
“System Limitations” on page 2-11 for details on the number of boards you
can install on one system.
Key AltiContact Manager Characteristics
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 AltiContact Manager-
provided applications.
The Quantum telephony board has 12 analog ports. The Quantum
board has eight (8) voice channels, so eight ports can listen to
voicemail simultaneously.
Key AltiContact Manager Characteristics
1-4 AltiContact Manager Administration Manual
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 ISA slots
available and the selected computer platform performance
characteristics.
Note: AltiContact Manager does not support Quantum Rev. C/C+
boards. Upgrade Quantum boards to Rev. D prior to installation.
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 12 or 30 IP trunk ports. See
“System Limitations” on page 2-11 for details on the number of
Triton VoIP boards and ports you can install on one system.
Triton VoIP 12- and 30-port boards - Triton 8-port boards
running on previous AltiWare releases are automatically upgraded
to 12-port boards with AltiContact Manager. With a 30-port
upgrade license, the 12-port board can be upgraded to a 30-port
board (one board upgrade per license) in AltiContact Manager.
5V PCI slot is required for each Triton board.
Additional VoIP boards, up to a maximum of ten (10) per
system, can be added to meet larger system requirements.
The VoIP board can also be used individually as a third-party
developer application platform.
Triton T1/E1/PRI Trunk Board - a PCI telephony card that
supports either T1, E1 or PRI digital trunks through software
configuration.
5V PCI slot is required for each Triton board.
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 eight (8) T1/PRI lines (192 digital trunks).
Tone detection (fax, modem, voice) available.
Triton Analog Extension 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
Overview
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1. Overview
Tip and ring reversal
FSK message lamp
5V PCI slot is required for each Triton Analog Station Board.
Recording capability
Triton Analog Trunk Board - a long form factor PCI telephony
card that supports 12 trunks, available in two models: loop start/
ground start (LS/GS) and loop start (LS). Both models have the
same features regarding LS. The LS/GS board is required when
ground start trunks may be required. You can install up to 16 Triton
Analog Trunk boards per system.
Tone detection (fax, modem, voice) available.
Triton Resource Board - a PCI bus telephony board that provides
monitoring and Barge In system support functions. You can install
up to two (2) Resource Boards per system.
AltiContact Manager System Software - the system telephony
application software that provides an easy-to-use graphical user
interface. It lets you configure, administer, and maintain the
AltiContact Manager 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 AltiContact
Manager 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 - AltiContact Manager is an open platform
that allows third party telephony developers to develop applications
for the AltiContact Manager system. The system supports Telephony
Applications Programming Interface (TAPI) 3.0.
AltiContact Manager 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).
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Call Center/IP PBX Features
The Call Center/IP PBX features include telephone switching for making
calls, answering calls, and transferring calls. For more sophisticated
business applications, AltiContact Manager provides advanced features
such as group call routing, multiple trunk and route access codes, scheduled
call routing, and flexible call restrictions. For effective system
management, AltiContact Manager 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 the AltiServ User Guide
or AltiView User Guide.
In addition to station-to-station dialing, the PBX features include:
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.
Application Extension - a new type of extension that provides the
interface to a third party product, such as IVR.
Business Hours - allows for setting morning and afternoon business
hours for each day of the week.
Busy or Ring-No-Answer Call Handling - sends calls to voice mail,
another extension, or IVR if the called extension or group is busy or
does not answer.
Callback Interview - caller will be prompted to enter a callback
number and record a message.
Call Forwarding and Remote Call Forwarding - sends all calls to
another extension, to a workgroup/huntgroup, to an application
extension, 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.
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1. Overview
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. Calls parked to a group are protected. Only
group agents or the person who parked the call can pick it up.
Call Park Ring Back Identification to Operator -when
parked calls are not picked up, the operator will be rung.
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.
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 user to transfer or forward calls to an
external telephone number. Once the transfer is complete, the trunk
lines are released. AltiView and AltiAgent also support Centrex
Transfer.
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.
Configurable Caller Name/DNIS Display - the system administrator
can configure the Caller Name or DNIS displayed on a phone set.
Dial Last Caller - allows user to dial the last caller.
Hands Free Mode - allows user 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 IVR intervention.
Note: If your local exchange carrier provides DID service, DID calls
will automatically be steered to the appropriate destination.
NEW
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Directory Name Announcement - the huntgroup/workgroup agent’s
directory name will be announced to the caller before the call rings to
an agent.
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.
AltiSpanTM -(orExtended 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
AltiContact Manager.
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 -bypressing#81 on their speaker
phone, users can receive calls without having to pickup the handset to
answer. Hands Free Manual Answer Mode,#82, allows another
version of this function.
Hop Off Calls over T1/PRI Tie Trunks - multiple AltiContact
Manager 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 AltiContact
Manager system via a T1/PRI trunk and then the destination phone
number through PSTN.
Huntgroup - a group of related phones that can be set up to share
particular lines, so that if the first line is busy, the next line is hunted
until a free line is found.
Holiday Routing - routes inbound DNIS and trunk calls on designated
holidays to specified destinations. You can create separate routes for
business and non-business hours on half-day holidays.
Overview
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1. Overview
Individual and System Call Pick Up - allows users to answer a
ringing telephone from another station.
Intercom Call - by pressing #93 on any phone connected to an
AltiWare system, users can make an intercom call to an AltiTouch
Plus or Alti-IP 600 phone. If the phone is in idle state, the phone
speaker will be turned on, and the voice path is connected. If the IP
phone is busy, the call will follow the busy call handling feature of the
IP phone’s configuration. This feature can be enabled or disabled per
extension by the administrator.
Note: Alti-IP 600 phones or 390 Analog phones that are configured
on a Triton Analog Extension board can be intercommed.
IP Extensions - the IP extension feature allows an H.323-compliant
terminal device to connect to AltiContact Manager. With a few
exceptions (described in Chapter 16, Setting Up IP Extensions), IP
extensions have the same functionality as an analog station.
Live Call Handling—allows an extension user to play a ringback tone
when the called party is in voice mail, paging, transfer, or conference
state. The call is shown as “ringing” in AltiConsole.
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.
Music or Message on Hold - when the system is connected to an
external audio source, this allows callers to hear music or pre-recorded
messages while waiting on hold.
One Number Access - a feature that eliminates “telephone tag” by
forwarding important callers to predetermined numbers, according to
a designated schedule. Setup is available through the One Number
Access page of Extension Configuration and/or web-based AltiReach
and AltiView management. ONA passwording is optional. The user
can press any key to pick up an ONA call.
Operator Off-line - when this feature is enabled, all calls are directed
to the IVR. When the caller dials 0 and the operator is not available,
the call is routed to the operator mailbox.
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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.
Overhead Paging by Trunk - allows the use of voice paging or
broadcasting through a trunk without checking call progress.
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. Calls parked to a group are protected. Only
group agents or the person who parked the call can pick it up. If the
user does not answer the call when it rings after the two-minute hold
time, the call will be put on hold again. If the call is still on hold after
two minutes, the system will ring the user again.
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.
Queue Announcement - before a call is send to a group queue,
expected wait time and call position will be announced.
Queue Quit - a caller can press # to leave a workgroup queue to
transfer to group voice mail, IVR, extension, another group,
application extension, an outside number, an operator or callback
interview.
Record Conversation to File - an extension user (on Triton Analog
Extension boards only) can record a conversation and save as a file.
Requires a voice recording license.
Return to IVR - after leaving a voicemail message and pressing # to
send it, incoming trunk callers are prompted with the option to return
to IVR to try another path or person.
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.
Overview
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1. Overview
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.
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 IVR - allows the user to instruct AltiContact
Manager 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 11-1 for more information.
Transfer to AltiGen Voice Mail System - allows anyone in the office
to send an outside user into the AltiGen Voice Mail System by pressing
FLASH # 40 while connected to the user.
Transfer to IVR - allows a user to transfer a call to an IVR by pressing
FLASH #15 and then the 2- or 3-digit IVR number.
Trunk Digits Pushed to AltiLink Plus - Digit event will be sent
through AltiLink Plus (SDK) when the caller presses any key during
IVR.
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 the AltiGen Voice Mail System
features and telephone sharing. Up to 2,000 total (physical + virtual)
extensions can be created on a system. Access to virtual extensions is
through voicemail use, a physical extension, a trunk, or via AltiView
or AltiAgent.
Workgroup Call Pickup - allows pickup of calls to a specific group.
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Flexible Wrapup Times and Inter Call 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.
Automatic Call Distribution Features
Automatic Call Distribution (ACD) features include:
Auto Logout - a group member can be automatically logged out if a
call is not answered.
Login/Logout/Keep Login Status on system startup or reboot -all
group members can be set to the “Login” or “Logout” state at system
startup or reboot. By default, group members are set to “Keep Login
Status.”
CDR Search - allows workgroup supervisors to search CDR files and
workgroup CDR statistics for records that match selected criteria.
CDR Search provides workgroup statistics from the real-time
monitoring function used in the AltiSupervisor client application.
Settings in ACM Administrator let you specify time intervals for
saving RTM data.
Call Queuing - places caller in a queue to wait until an ACD group
member becomes available.
Call Queue Announcement - before a call enters a workgroup queue,
the system announces the expected wait time or call queue length to the
caller.
Configurable Call Wrapup Time - allows a group member some
time in between calls to wrap up on notes, prepare for the next call, or
logout of the group. This wrapuptime is configurable on a per-member
basis.
Multiple Queue Announcements - allows each group to have its own
set of unique audio announcements. Up to five announcements can be
configured for each group. The intervals between announcements can
also be configured.
Multiple Workgroup Membership - allows each extension to belong
to multiple groups. The system can be configured with a maximum of
32 groups.
Overview
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1. Overview
Multiple Workgroup Log In and Log Out - lets group members
quickly log in and out of multiple groups.
Ready/Not Ready - members can also enable a “ready” (#90) or “not
ready” (#91) status to inform the system whether or not the agent is
able to receive the next call.
Skill-Based Call Distribution - the system administrator can define
different skill workgroups and then assign different skill levels for
agents for incoming calls, which will ring the lowest member agent
first, from 1 to 9. Levels 1 to 9 can also be described as proficiency for
a skill group for an agent.
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.
Workgroup Membership - groups can have up to 128 members.
Workgroup Monitoring - allows real-time monitoring of workgroup
information—trunk state, group status, call queue status, details of
group queue entries and agent status. Limited monitoring is available
through a group view window in ACM Admin or remotely through
AltiReach. Caller ID identifies agent calls as inbound or outbound,
internal or external.
Workgroup Call Routing - for special call handling applications,
incoming calls can be routed to a group. For automatic distribution,
calls can be distributed to the first available group member, or among
group members according to the following options:
Ring First Available Member
Ring Next Available Member
Ring All Available Members
Ring Longest Idle Member
Ring Average Longest Idle Member
Ring Fewest Answered Calls
Ring Shortest Average Talk Time
Skill-Based Routing
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
Key AltiContact Manager Characteristics
1-14 AltiContact Manager Administration Manual
the call queue for the next available member. When the first 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. Calls encountering RNA among all agents can be
automatically directed to an alternate destination.
Workgroup Member (Agent) Login/Logout - allows huntgroup/
workgroup members to log in and out of a group so that incoming calls
bypass the workgroup member (agent) who has logged out and the call
is automatically routed to other active group members or ACD agents.
This feature is available only to group members and is disabled
through group configuration. Logout does not block direct calls to the
group member’s extension.
Workgroup Logout 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. Personal calls also also be silently
monitoredbyaworkgroupsupervisor.
Workgroup Barge In - with the Triton Resource Board, allows a
workgroup supervisor to barge into calls between workgroup agents
and callers. The supervisor can barge in on a specific agent by entering
the agent’s extension via the telephone. Calls can be monitored
regardless of login status. Personal calls also also be barged in on by a
workgroup supervisor.
Outbound Workgroup Call Monitoring - Workgroup supervisor
can monitor agent’s inbound and outbound calls. If an agent wants to
make a personal call that is not monitored, the agent must either log out
or set the Outbound Workgroup to N/A (if enabled in AltiAdmin).
Calls can be barged-in on regardless of login status.
Workgroup Queue Overflow Handling - routes incoming calls to an
alternate destination when the queue is already full, or when incoming
calls will have an unacceptably long wait time.
Call to Queue Alert - agents can be alerted via a beep and a screenpop
when a call enters the workgroup queue.
Overview
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1. Overview
IVR Features
The IVR features provide quick and courteous processing of all incoming
calls. An IVR can be configured to serve as a primary Attendant or as a
backup to a receptionist.
IVR features include:
Dial By Name - allows a caller who does not know your extension
number to spell your name using the telephone key pad. The system
will search the Directory and make a match on the name to connect the
caller to the intended party’s extension. The caller can match first OR
last name when dialing by name.
Data-Directed Routing - allows the routing of calls directed by the
caller’s input (digit or text). Third party applications can be used to
route incoming calls based on caller information.
Digit Collection - caller can be prompted to enter numbers, which are
then collected and used for routing the call.
Direct Station Transfer - allows the IVR to handle all incoming calls
instead 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.
Failover Routing - allows the IVR to provide a new menu path as a
failover action if the Collect Digits action fails.
Multiple IVR Support - allows up to 255 editable IVR attendants.
Name Directory Service - allows callers to hear a list of employees
and their extension numbers.
Nine-level Programmable Menus - allows multiple levels of
recorded menu options for specific routing of calls.
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.
Web-based Call Processing - allows the IVR to accept calls placed
over the World Wide Web.
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AltiGen Voice Mail Features
The AltiGen Voice Mail System is a sophisticated message management
system that provides the calling and the called parties with enhanced
communication features. It allows greater accessibility, faster reply time
between parties, and reduces the frustration of telephone tag.
The AltiGen Voice Mail System is described in the AltiServ User Guide.A
summary of voice messaging features include the following:
AltiGen Voice Mail Access from Voice Mail Greeting - users can
log into the AltiGen Voice Mail System by pressing * during the voice
mail greeting of any extension.
AltiGen Voice Mail Quick Features - allows direct access to a
specific AltiGen Voice Mail menu without having to login to AltiGen
Voice Mail System.
Call Forwarding from Voice Mail - users can set up Call Forwarding
from within the AltiGen Voice Mail System. This allows users to set
up Call Forwarding away from the office and without having to access
AltiReach or AltiView.
Disable a Mailbox - voice mailboxes can be disabled so that callers
cannot leave messages. This can be useful for maximizing system
capacity or controlling access to phone services.
Configurable voicemail playing order - Administrators can
configure users’ voice mailboxes to play the oldest or the newest
message first.
Future Delivery - allows users to record a message to be delivered at
a specific time and date in the future, up to one year in advance.
Information Only Mailbox - a mailbox can be configured to
announce customized pre-recorded information when accessed. This
mailbox does not allow callers to leave a message, but only to listen to
the message announcement (personal greeting) from the mailbox. To
repeat the message, callers are instructed to press the # key.
Making a Call from the AltiGen Voice Mail System - allows users
to make a call from within the AltiGen Voice Mail System by pressing
#at the Main Menu and entering the external phone number. This is
especially useful while traveling where users can respond to all
Overview
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1. Overview
messages and make other calls not associated with a message, all with
one call into the AltiGen Voice Mail System. This can result in
significant savings. The use of this privilege is configurable on a per-
user basis.
Message Management - receives, sends, forwards, deletes, and
replies to messages.
Message Notification of E-mail Messages -designedtoalertyouof
new voice and/or email messages in your mail box. (At this time,
notification of email messages can only be configured by the system
administrator.) The AltiGen Voice Mail System will notify you by
calling an extension, phone or pager number. A notification schedule
can be set for business hours, after business hours, at any time or at a
specified time. For voice messages, you have an option of being
notified of all messages or only urgent messages. You may enter up to
80 digits for the destination (notification) phone number. Operator-
assisted paging is also supported.
Personal Greeting - allows users to record greetings in their own
voice to be played when callers reach their voice mail.
Priority Delivery - allows users to determine the priority of message
delivery such as normal or urgent.
Private Messaging - allows users to leave a private message in their
voice mail for the expected caller.
Record Conversation to Voice Mail - an extension user (on Triton
Analog Extension boards only) can record a conversation and save as
a voice mail. Requires a voice recording license.
Reminder Calls - are used to remind you of important meetings,
things to do or people to call.
Remote Access - allows users to access the AltiGen Voice Mail
System from any telephone by dialing into the main system number
and pressing #to login.
Voice Mail Distribution List - allows the user to use system
distribution lists, or create and use personal distribution lists for
forwarding voice mail. Up to 100 distribution lists can be created. Each
distribution list can have up to 64 entries, and any entry can be another
distribution list.
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Zoomerang - allows users to listen to messages in the AltiGen Voice
Mail System,prompt the system to automatically call the party who
left the message, and then return to the AltiGen Voice Mail System to
continue checking messages, all in a single call into the AltiGen Voice
Mail System. If the caller ID information is not captured, the user may
enter the “call back” number manually.
Internet Integration Features
Internet integration features include:
AltiReach- a Web-based management tool that provides a way for
users to visually manage their call handling options such as One-
Number-Access, CallView, Message Notification, Speed Dial
Numbers and other personal phone settings using a standard Web
browser. Groups can also be monitored and configured over
AltiReach. AltiReach is further described in the AltiServ User Guide.
Built-in E-mail Server - a complete SMTP/POP3 email server is built
into the AltiContact Manager system so that all you need is an SMTP/
POP3 email client to send and retrieve Internet email. The system
allows use of alpha character-based passwords.
CallViewTM - a Web-based Java application that allows for call control
using a standard Web browser to manage multiple incoming calls and
view information including Caller ID, calls in queue and extension
status.
Exchange Integration - provides unified messaging between
AltiContact Manager and a Microsoft Exchange server on the LAN.
The state of both servers will be synchronized. This feature allows for
dynamic synchronization of mail between the two servers so that
deleted messages from one server get automatically deleted in the
other server. Similarly, a new message sent to one server is transmitted
to the other server. This way, the message can be accessed or deleted
from either server. For example, when a voice mail is deleted from
AltiContact Manager, it is automatically deleted from the Exchange
server too. The address of the Exchange server must be the name of the
machine or the fully qualified domain name.
Overview
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1. Overview
Mail Forwarding - allows you to forward mail (email and voice mail)
to an SMTP-based mail server. The destination server address should
be the address of the SMTP server to which all mails should be
forwarded. This address can be an IP address such as 100.200.101.201,
a domain name such as altigen.com, a fully qualified domain name
such as symphony.altigen.com or a machine name such as symphony.
Mixed-Media Messaging - allows users to combine multiple forms of
communication (such as voice mail, email, data file, etc.) into a single
e-mail message. The user can record a voice message using a
telephone handset or microphone on a multi-media PC and attach it to
the AltiGen Voice Mail System for delivery to an internal user (LAN)
or an external user (internet) who can listen to it from the PC. The
recipients of the AltiContact Manager system also have the option of
listening to annotated messages from the handset.
Remote Download of Messages via Internet - allows users who are
traveling and/or working at home to download all new voice and email
messages in their the AltiGen Voice Mail System Post Office Box via
a local internet access line.
Support of Internet E-mail Standards - allows the user to send and
retrieve email using any SMTP/POP3 e-mail client.
System Administration Features
System Administration features include:
Access Restriction - allows administrators control over system user
access to features and trunks.
ACM Remote Administration - a version of the AltiContact Manager
Administrator application that can be installed on a Windows 2000 or
Windows NT 4.0 client computer with Service Pack 6a (or higher)
installed and used on the LAN to remotely administer one or more
AltiContact Manager systems. If there is no firewall on the LAN where
AltiContact Manager resides, ACM Administrator can be installed and
used to manage AltiContact Manager over the Internet from a remote
site as well. This also allows the ACM Administrator on the
AltiContact Manager to be closed without affecting the telephony
functions that continue to run in the background on the server.
ApplyToFeature- applies changes (only the field that was changed)
to multiple extensions, trunks or channels instead of having to change
them one at a time.
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Call Detail Reporting (CDR) - the system collects and records
information on outgoing and incoming phone calls, such as length of
call, time of call, number of calls. This data can be written to an
internal database or to an external SQL database. CDR Search
provides an interface that captures workgroup statistics from the real-
time monitoring function used in the AltiSupervisor client application.
Settings in ACM Administrator let you specify time intervals for
saving RTM data.
Configurable Emergency Number - For international use, allows the
system administrator to set up country-specific emergency numbers.
Configuration Reader - a tool that summarizes details of your
AltiContact Manager configuration, so you can send a single file to
AltiGen Tech Support if needed.
DNIS Routing Tables - incoming trunk calls can be routed to trunks
to IVR, extensions, huntgroups, etc., based on DNIS digit information
configured in system administration routing tables.
Email and Voice Mail Storage - can be placed on drives other than
the AltiContact Manager server.
Extension Checker - a tool that checks the security status of every
extension in your AltiContact Manager system.
Monitor List - lets you select the Physical or IP extensions you wish
to monitor. Monitoring is available within AltiView and
AltiSupervisor.
Out Call Routing Configuration - allows outgoing calls to be
directed to particular trunk routes, based on parameters assigned in
ACM Administrator, and supporting the new tenant tables.
Enhanced Password Security - allows administrators to lock
extensions that have been “attacked” with false password attempts and
to set default system passwords for newly created or newly assigned
extensions (more secure than the default of an exact extension/
password match). Password requirements are also stricter.
IVR Configuration File - lets you export your complete IVR
configuration to an html file.
RTM External Logger -withtheExternal Logger license, RTM
data is sent to the External Logger.
Overview
AltiContact Manager Administration Manual 1-21
1. Overview
Split Area Code Support - allows you to identify area codes and
prefixes that are exceptions to the standards of how area codes and
long distance prefixes are normally used. For example, this
configuration allows the system to treat calls to certain areas as local
calls.
Tenant Service - allows certain trunks to be shared among multiple
groups. In this manner, for example, an AltiContact Manager system
in a large building can be shared among smaller offices, or tenants. A
tenant table can be created to list the tenants who share an AltiContact
Manager system usage. Each extension can be assigned a tenant entry
to which it belongs. Each trunk can be associated with a tenant entry.
Voice Mail Distribution List - allows you to create a group of
extensions for forwarding voice mail. Up to 100 distribution lists can
be created. Each distribution list can have up to 64 entries, and each
entry can be another distribution list.
Voice Mail Alert - An announcement can be sent to Voice Mail when
the email server disk is full.
Work/Hunt Group Converter - used when upgrading from AltiWare
OE 4.6, this tool that converts agents to non-agents, non-agents to
agents, workgroups to huntgroups and huntgroups to workgroups.
T1/PRI/E1 Features
T1/PRI features include:
ANI/DNIS Transport over T1/PRI Tie Trunks - ANI (Automatic
Number Identification) and DNIS (Dialed Number Identification
Service) digits for calls can be forwarded and transmitted between
extensions at remote AltiContact Manager systems.
Collecting Caller ID/DID Digits for T1 - allows you to configure the
format and sequence of caller ID and DID digits using DTMF for a T1
connection.
Collecting Caller Name for PRI - PRI Caller Name feature is
incorporated, compliant to NI-2 standard.
Support for E1/PRI.
Key AltiContact Manager Characteristics
1-22 AltiContact Manager Administration Manual
Voice over IP Features
Voice over IP features include:
ACM Administrator Remote Administration - remote AltiContact
Manager locations can be managed using ACM Administrator.
AltiContact Manager-to-AltiContact Manager Networking
Capability - multiple AltiContact Manager systems at the same or
remote locations can be linked through an IP network. Also, this
feature provides toll savings on long distance calls by allowing users
to dial a remote AltiContact Manager system via an IP trunk and then
the destination phone number through PSTN.
AltiContact Manager Feature Support - many of the AltiContact
Manager features are also available when using IP trunks. See “Voice
over IP Session Support AltiContact Manager Features” on page 1-24
Board ID Support - The board ID of the Triton IP board is displayed
in the ACM Administrator board window. This can be used to relate a
Triton VoIP board to a hardware board.
DTMF Remote Carriage - DTMF tones and/or digits are detected and
sent out-of-band, over a reliable TCP/IP channel to the remote
AltiContact Manager, to guarantee the delivery.
Dialing Prefix Filter - users may select a PSTN or IP trunk when
making outgoing calls by dialing a configurable access code.
Echo Cancellation - due to bandwidth limitations and device loading,
long delays may occur during packet delivery process, which worsens
the echo effect of recorded and live voice speech. Echo cancellation is
provided to maintain reasonable voice quality.
G.711 Codec - toll quality (64K) digital voice encoding, which
guarantees interoperability for better voice quality.
G.723.1 Codec - a dual rate audio encoding standard, which provides
near toll quality performance under clean channel conditions. VAD
(Voice Activity Detection) capability is also included to suppress
silence packets.
H.323 Standard Support - AltiWare IP is based on the H.323
protocol, which is an emerging ITU standard for multimedia
communications over IP.
Overview
AltiContact Manager Administration Manual 1-23
1. Overview
IP Extensions - the IP Extension feature allows an H.323 compliant
terminal device to connect to AltiContact Manager. IP extensions have
the same functionality as an analog station. Group agents can log in
from a remote location using IP extensions.
IP Phone Service - a service that runs on the same system as
AltiContact Manager, is installed together with AltiContact Manager,
and connects to AltiContact Manager through enhanced AltiLink Plus
protocol on behalf of AltiGen IP Phones.
IP Port Support - AltiContact Manager IP port density is increased to
120 ports. The system supports up to ten (10) Triton IP boards (120
ports) or, two (2) G.723 and two (2) G.711 (84 ports).
Integrated Administration - calls through both PSTN and IP
networks can be managed using a single point of administration.
Integrated VoIP Gateway - because the VoIP gateway is built-in to
the system, translation of PSTN calls to IP calls and IP to PSTN calls
are smoother and more successful. Also, the Overlap dialing is enabled
and the dialing sequence is smoother for end users. Without the need
for cable configuration and the purchase of additional analog ports,
there can be significant time and cost savings.
Jitter Removals - due to various delays in the IP network, audio
packet streams may be delivered late or out of order. AltiContact
Manager is able to buffer incoming packets and re-sequence them by
maintaining a queue. This queue is adjustable to accommodate
different network environment characteristics.
Release Link Tie - when transferring between two systems through IP
tie trunks, the trunks can be released by pressing FLASH *.
Ring-Back Tone Generation - ring back tones can be generated to
other analog trunk or extension lines on behalf of the IP trunk.
Silence Detection and Suppression - A silence detection feature
enables the following:
Silence Suppression - when silence suppression is enabled and
silence is detected, AltiContact Manager stops sending packets to
the other side. The other side does not receive any packets and plays
silence.
AltiContact Manager disconnects the voice mail session when a
silence period exceeds 7 seconds during voice mail recording over
VoIP.
Key AltiContact Manager Characteristics
1-24 AltiContact Manager Administration Manual
VoIP Hop Off Call Support - allows an extension to access a T1 or
COtrunkontheremotesystemand“hopoff’todialanoutside
telephone number. This “hop off’ feature can be enabled or disabled
on the remote system. Outcall restrictions for hop off calls are
configurable.
Voice over IP Session Support AltiContact Manager
Features
The following trunk-related AltiContact Manager features are supported
during IP trunk call sessions. Refer to the AltiServ User Guide for more
details on how these features work over IP trunks.
Incoming and Outgoing Trunk Calls
Call Transfer To and From IP Trunk (Blind & Supervised)
One Number Access
Message Notification
Reminder Calls
Multi-Location Conferencing
Call Park
Call Waiting
•CallForwarding
Automatic Call Distribution
•IVR
System Call Back
Calling Out from Voice Mail
• Zoomerang
• DialLastCaller
Speed Dialing
Call Accounting
Caller ID
•VoiceMail
MS Exchange Integration
AltiConsole Client Support
AltiReach Support
AltiView/AltiView IP Extensions
Overview
AltiContact Manager Administration Manual 1-25
1. Overview
• Intercom
IP Extension Log In/Log Out
AltiWare Tools
AltiWare comes with useful tools for testing, diagnosing and operating
your AltiContact Manager configuration.
AltiDBReader - allows you to view historical data from a database,
which can be saved to a file.
DINA (Distributed Intelligence Network Architecture) Manager -
an application that allows a system administrator to configure several
distributed systems from a single system. The tool can be run on any
server (local or remote) to an AltiContact Manager system that has a
connection for access to all the servers to be managed. DINA Manager
can support multiple versions of AltiWare and AltiContact Manager.
Also, extensions across multiple systems can be deleted.
CT-bus Test Tool - detects one-way connection, cross talk, bad MVIP
cable, and static noise problems.
Optional Add-On Software
AltiConsole- a personal, computer-based Attendant console
connected to AltiContact Manager over a network; emulates a
standard, hardware-based Attendant console through software; has the
flexibility of adding new features through software without changing
the hardware.
AltiView/AltiView IP Extension - a Windows-based desktop call
control and window popup application that interacts with AltiContact
Manager through AltiLink Plus and provides easy-to-use call control,
monitoring and logging capability.
AltiAgent- a workgroup user version of AltiView; in addition to
AltiView features, also provides call statistics, call wrap up with data
entries, logon/logoff with reason codes and agent ready/not ready
status.
AltiSupervisor- provides workgroup statistics, silent monitoring
and barge-in features.
Key AltiContact Manager Characteristics
1-26 AltiContact Manager Administration Manual
Basic CallRouter - a call handling application that uses ACM
Administrator Auto IVR and AltiAPI Data Directed Routing features
to match incoming trunk call data against customer records built using
the Call Router GUI. The Call Router Advanced license gives
additional features including dynamic searching of DNS data to match
against incoming call data, and workgroup call queue announcements.
CDR Search - allows administrators to search CDR files for records
that meet selected criteria, and allows workgroup supervisors to search
both CDR files and workgroup CDR statistics.
Optional Add-On Products
Alti-IP 600 - AltiGen’s H.323-compliant, business telephone that
provides voice communication over an IP network.
Optional Kits
•SDK2.7ToolKit-offers a complete set of tools including APIs,
documentation and sample programs, to enable a developer to begin
programming rapidly and efficiently. It includes a self-installing CD-
ROM containing AltiGen SDK software. Session-based licensing is
required for both Basic API and APC API interfaces.
AltiContact Manager Administration Manual 2-1
2. System
Requirements
C
HAPTER
2
System Requirements
Hardware Requirements
AltiContact Manager hardware requirements depend on the number of
extensions (lines) and trunks your site requires. Refer to Table 4 on page 2-
12 for AltiContact Manager platform selection.
System Key Requirement
AltiContact Manager is integrated with a system key, a hardware security
device that allows the software to run ONLY when that system key is
attached to the parallel or USB port of the server that AltiContact Manager
is running on. The system key is required for initial installation, software
upgrade process, and upon system reboot.
One pre-assigned, DB-25 parallel port system key is included with every
copy of AltiContact Manager (upgrade or original). Each system key has a
unique key designated for a particular AltiGen software package - system
keys cannot be shared among systems. System keys are also available in
USB form factor. USB system keys must be special ordered.
Selecting the AltiContact Manager Platform
In order to maintain your AltiContact Manager system integrity and plan
for future site expansion, you should take into consideration the following
points before selecting the AltiContact Manager platform:
• Reliability
• Expandability
System performance
Minimum System Requirements
The following operating systems are supported in AltiContact Manager:
For AltiContact Manager 4.6 Server: Microsoft NT 4.0 Server with
SP6, and Windows 2000 Server with SP2 and above
2-2 AltiContact Manager Administration Manual
Note: If installing AltiContact Manager for the first time and you
wish to use the software with Windows 2000, you must already
be running Windows 2000 prior to the AltiContact Manager
software installation.
Note: If migrating to AltiContact Manager, a turnkey ACM or
migration from AltiServ will be available.
For 4.6 Administrator: NT 4.0 Workstation/Server with SP6,
Windows 2000 Server/Professional with SP2 and above.
For 4.6 Client Applications: Windows 98 2nd Edition, Windows ME,
NT 4.0 Workstation/Server with SP6, Windows 2000 Server/
Professional with SP2, and Windows XP Professional.
For Online Help: Internet Explorer 5.0 or higher browser.
To accommodate Quantum and Triton telephony boards with AltiContact
Manager software, AltiContact Manager requires the following minimum
system configuration:
IBM/PC compatible system with adequate number of full-size ISA and
PCI slots.
Microsoft Windows NT Server 4.0 with Service Pack 6a (or higher)
installed or Microsoft Windows 2000 Server.
Microsoft Internet Information Services (version 5 or higher for NT,
version 3 or higher for Windows 2000 [web server software that is
supplied with Windows]) must be installed prior to installing
AltiContact Manager. This is necessary if you want AltiReach, the
web-based call handling application, to run.
Channel Service Unit for T1/E1/PRI.
Hardware selection may have to be adjusted based on the following
variables:
The number of AltiGen telephony boards required
The maximum AltiContact Manager extension and trunk traffic
anticipated
The number of simultaneous client software connections
Table 5, “Individual Board Power Requirements,” on page 2-13 shows the
AltiContact Manager system requirements guidelines depending on the
number of AltiGen boards that will be installed.
System Requirements
AltiContact Manager Administration Manual 2-3
2. System
Requirements
Proper Grounding and Loop Current
Proper grounding is essential for any PBX system. This is a simple but
very important step and is highly recommended.Runawirefromthe
server chassis to earth ground. Don’t wait for a problem to arise before
taking this step. Make sure this is one of the first things you do before
turning the AltiGen system on.
Also, check the loop current on incoming trunks before connecting to any
AltiGen boards. The desired loop current measurement is 25mA–28mA.
This is another essential step to ensure proper operation of AltiGen
systems. For more information on loop current issues, please refer to the
toolbox in the tech support section of AltiGen’s web site at
http://support.altigen.com.
Uninterruptible Power Supply (UPS)
Using a UPS prevents power fluctuations and surges on power sources
from utilities. Windows NT files can be corrupted as a result of power
failure or improper system shutdown.
Caution: Corrupted files may not be repairable and may require re-
installation of Windows NT and AltiContact Manager. To
protect your system from surges and power outages, it is
strongly recommended that an adequate UPS (providing
between 600VA and 1000VA) and power surge protector is
used with the system.
Operating Environment
Before you set up and use the system, consider the environment in which
the system will reside:
Choose a work surface large enough to accommodate the entire
system.
Use a flat, stable work surface with enough space around it for proper
air circulation. For proper heat dissipation, a fan is recommended in
front of the AltiGen telephony boards to ensure sufficient airflow. Be
sure the fan filter is clean and does not block the airflow.
The following table contains the operating specifications for the AltiGen
telephony board.
2-4 AltiContact Manager Administration Manual
Table 1. AltiGen Board Operating Environmentals/Condiciones Ambientales
para La Operación de La Tarjeta AltiGen/Betriebsbedingungen für die AltiGen
Karte
AltiGen Telephony Boards
AltiGen telephony boards are installed into the AltiContact Manager
motherboard expansion slots or can be used individually as a third-party
developer application platform. To obtain maximum performance
reliability and long-term, fault-free operation, you must maintain power
and environmental conditions specified at the end of this section.
Note: When installing VoIP boards, the recommended installation
procedure is to install the VoIP boards first, then set up the IP
extensions. If there are no VoIP boards in the system and no IP
extensions are loaded, then no IP extensions can be set up.
Functional Specifications
Quantum Board
Each Quantum telephony board has eight voice channels, so eight ports can
listen to voicemail simultaneously. One port will remain active even if the
system has a power failure.
Description/
Descripcion/
Beschreibung Specification/Especificacion/Spezifizierung
Operating Temperature/
Temperatura de
Operacion/
Betriebstemperatur/
0° to + 50° C/
0°a+50°C/
0° bis + 50° C
Storage Temperature/
Temperatura de
Almacenamiento/
Lagerungstemperatur
-20° to +70° C/
-20° a +70° C/
-20° bis +70° C
Relative Humidity/
Humedad Relativa/
Relative
Luftfeuchtigkeit
10% to 80% non-condensing/
10% to 80% sin condensacion/
10% bis to 80% nicht-verdichtend
System Requirements
AltiContact Manager Administration Manual 2-5
2. System
Requirements
The I/O switch is factory preset as shown below. Change this setting only
if there is a hardware conflict.
The Quantum telephony board has the following functional characteristics:
MVIP compatible
256 Port Non-Blocking Switch Matrix
Audio Peripheral Input & Output
Jumper-Free Configuration
On-Board Telephony Power Supply for Quantum D Board
Automatic Power Failure Transfer
•ISABus
Triton Analog Extension Board
The Triton Analog Extension telephony board has a dedicated voice
channel for every extension port and FSK-only message waiting.
The Triton Analog Extension telephony board has the following functional
characteristics:
LED Indicators
LED 1B LED 1A Status
ON ON 5V is OK; 12V is OK – normal operation
OFF OFF Power cable not plugged in
ON OFF 5V less than 4.5V but more than 3V – bad PC 5V
power
OFF ON 12V less than 9V – bad PC 12V power
LED 2, located near the 12V connector, is a red LED for diagnostic purposes. If
it is ON, the fuse is blown.
2-6 AltiContact Manager Administration Manual
MVIP Compatible
256 Port Non-Blocking Switch Matrix
Jumper-Free Configuration
PCI Bus
Compliant with EIA464
Recording capability
Note: When the board is configured for audio input, the first port cannot
be used for an extension.
Triton Analog Trunk Board
The Triton Analog Trunk board comes in two models: Loop Start/Ground
Start (LS/GS) and Loop Start only (LS). It supports 12 analog trunks and
offers FSK Caller ID receiving, Centrex flash, and voice/silence activated
answer supervision. This board is also compatible with major PCI chassis
vendors.
The Triton Analog Trunk board has the following functional
characteristics:
• MVIP-compatible
256 Port Non-Blocking Switch Matrix
Jumper-Free Configuration
32-bit, 5v PCI Bus
Compliant with EIA464
LS/GS LED Indicators*LS LED Indicators
LED 1B LED 1A Status LED 1B LED 1A Status
ON ON Normal ON ON Normal
OFF OFF No power to board OFF OFF No +5V or less than
4.1V
ON OFF No +5V or less than
4.1V
OFF ON No +12V or less than
9.2V
*
LED 2, located on the board, is a red LED for
diagnostic purposes. If it is ON, the fuse is blown.
System Requirements
AltiContact Manager Administration Manual 2-7
2. System
Requirements
Tone detection for fax tone, modem tone and voice.
Triton VoIP Board
The Triton VoIP telephony board has the following functional
characteristics:
• MVIP-compatible
256 Port Full-Duplex Switch Matrix
Jumper Free Configuration
•PCIBus
Triton T1/PRI Board
The Triton T1/PRI telephony board, which supports either T1, E1 or PRI
through software configuration, has the following functional
characteristics:
MVIP Compatible
256 Port Non-Blocking Switch Matrix
Jumper-Free Configuration
•PCIBus
Tone detection for fax tone, modem tone and voice.
LED Indicators
Green LED Red LED Status
OFF OFF No power
ON OFF Normal operation
OFF ON No signal
ON Flashing Faulty signal with frame
synchronization*
OFF Flashing Faulty signal without frame
synchronization
Alternating Alternating Frame slips in normal operation
*Faulty signals include the following: yellow alarm, bipolar violation, or frame error.
2-8 AltiContact Manager Administration Manual
Triton Resource Board
The Triton Resource board enables call center supervisors to barge in or
silently monitor conversations. Up to two Resource Boards can be installed
in one system. Up to 12 simultaneous supervisor silent monitoring or
barge-in sessions are supported for each board.
The Triton Resource board has the following functional characteristics:
MVIP Compatible
Jumper-Free Configuration
12 ports for silent monitoring and barge-in
PCI Bus
AltiGen Board Installation
Always install Triton and Quantum boards and attach MVIP and power
cables prior to powering server on. Failure to do so may result in damage
to the board. When removing or connecting the MVIP cable, do so with a
slow, vertical motion. Do not use a side-to-side rocking motion to remove
the connector or by pulling the cable. Be careful to make sure pins in the
MVIP connector on the board line up with the sockets on the MVIP cable.
Failure to do so may result in pins being pushed down toward the bottom
of the MVIP connector on the board. The MVIP test will detect these errors.
For complete instructions on how to install Triton and Quantum boards,
please refer to the Quick Installation Guide, which is provided with every
AltiGen board package.
TritonDef.inf
When a new PCI board is installed in a Windows 2000 system, the OS will
detect the board and ask for a driver. The driver file for the boards
(TritonDef.inf) can be found in the following locations:
Before installing AltiContact Manager: on the root directory of the
AltiContact Manager CD-ROM; this file will be installed when you
install the software.
After installing AltiContact Manager: in the \AltiServ\SP directory on
your hard drive.
System Requirements
AltiContact Manager Administration Manual 2-9
2. System
Requirements
AltiGen Board Options
(Opciones de La Tarjeta AltiGen /AltiGen Kartenoptionen)
Table 2 lists the AltiGen telephony board modules. This selection allows
you to optimize your system based on the trunk/extension mix required at
your site.
La Tabla No. 2 lista los módulos de la tarjeta de telefonía AltiGen. Esta
selección le permite optimizar su sistema con base en la mezcla de
troncales y extensiones que requiere su sitio.
In Tabelle 2 sind AltiGen Kartenmodule für das Fernsprechwesen
aufgelistet. Diese Auswahl erlaubt eine Optimierung ihrer Standortanlage
mit der gewünschten Kombination von Haupt- und Nebenanschlüssen.
2-10 AltiContact Manager Administration Manual
Table 2. AltiGen Telephony Board Options
* When you upgrade to AltiWare OE 4.6, all 8-port boards are automatically upgraded to 12-
port boards. With a 30-port upgrade license, the 12-port board can be upgraded to a 30-port
board (one board upgrade per license). The original ports retain their configurations, but
you must configure the new ports if you want to use them.
* Cuando sustituye usted el producto por el AltiWare OE 4.6, todas las tarjetas de 8 puertos
automáticamente pasan a convertirse en tarjetas de 12 puertos. Con la licencia para 30
puertos, la tarjeta de 12 puertos puede convertirse en una de 30 puertos (un incremento en
la tarjeta por cada licencia). Los puertos originales conservan su configuración.
* Bei der Aufrüstung zur AltiWare OE 4.6 werden alle 8 Anschluß-Karten automatisch zu
12 Anschluß-Karten aufgerüstet. Mit der Lizenz zur Aufrüstung für 30 Anschlüsse kann
Board/Tarjeta/
Karte
Model Number/No. de
Modelo/Modell
Nummer Description/Descripcion/
Beschreibung
Quantum1ALTI-CD0408UD-
SPH001
4 trunks/troncales/Haupt and 8
extensions/extensiones/
Nebenanschlüsse
Quantum1ALTI-CD0804UD-
SPH001
8 trunks/troncales/Haupt and 4
extensions/extensiones/
Nebenanschlüsse
Quantum1ALTI-CD0012UD-
SPH001
12 extensions/extensiones/
Nebenanschlüsse
Triton ALTI-TTAS-12 12 extensions (stations)/
extensiones (estaciones)/
Nebenanschlüsse (Stationen)
Triton ALTI-TTIP-8 12 or 30 VoIP trunks/troncales/
Haupt or extensions/extensiones/
Nebenanschlüsse*
Triton ALTI-T1E1-1 1 T1, 1 E1 or 1 PRI
Triton ALTI-TTRS-12 12 ports for supervisor
monitoring/12 puertos para
monitoreo del supervisor/12
Stechanschlusse fur Monitor-
Dienst
Triton ALTI-TTAT-12GS 12 trunks/troncales/Haupt, ground
start/loop start
Triton ALTI-TTAT-12 12 trunks/troncales/Haupt, loop
start only
System Requirements
AltiContact Manager Administration Manual 2-11
2. System
Requirements
die 12 Anschluß-Karte zu einer 30 Anschluß-Karte aufgerüstet werden. (Eine Kartenau-
früstung pro Lizenz). Die ursprünglichen Anschlüsse behalten ihre Konfiguration, die
neuen Anschlüsse jedoch müssen bei Gebrauch neu konfiguriert werden.
1Available in the Americas and Caribbean only./Disponible en las Américas y en el Caribe
únicamente./Nur in Nord-und Südamerika und der Karibik erhältlich.
System Limitations
Note the following limitations for board installation and Triton VoIP board
and port combinations.
Table 3. Board Installation
Board Type Maximum in a
System Board ID
Range Total Ports
Triton VoIP 12-
port
10 0-9 120
Triton VoIP 30-
port
20-960
TOTALTriton
VoIP boards
10 120 max in one
system, via any
combination of
boards that com-
plies with the sys-
tem limitations
shown here
Triton Analog
Trunk
16 0-15
Triton Analog
Extension
16 0-15
Quantum 16 0-15
Triton T1/E1/PRI 8 0-7
Triton Resource 2 0-1
TOTAL T1/
PRI, VoIP, and
Resource
Combined
10
2-12 AltiContact Manager Administration Manual
Recommended ACM System Configurations*
Table 4. System Selection Guidelines
*Individual requirements may vary depending on particular applications. Please contact
AltiGen Sales Engineering or Technical Support for assistance on selecting the most
appropriate system configuration for your installation.
Power Requirements
(Requisitos de Energía Eléctrica/Energiebedarf)
The power requirements are as follows for each individual board/Los
requisitos de energía eléctrica son los que se indican a continuación para
cada tarjeta individual/Die folgende Tabelle zeigt den Energiebedarf jeder
einzelnen Karte an:
Number of
Quantum or Triton
Boards per System
CPU Type
Available
Memory
Hard Disk
Controller
Power Supply
5V Requirement
12V Requirement
1–3 333 MHz 128
MB
IDE/
SCSI
Single 300W 15A 6A or
better
4–6 700 MHz 256
MB
IDE
ATA-
100/
SCSI
Single 400W
or Dual
400W load
sharing rec-
ommended
20A 16A
7–16 850+
MHz
512
MB
IDE
ATA-
100/
SCSI
Dual 400W
with load
sharing
required
40A 20A
System Requirements
AltiContact Manager Administration Manual 2-13
2. System
Requirements
Table 5. Individual Board Power Requirements
*1A@12V is provided by power connector.
Heat Factor
(Factor Térmico/Hitzefaktor)
Internal system temperature must not exceed the specified operating
temperature. If more than two AltiGen telephony boards are installed in the
system, then additional cooling fans are suggested. These fans need to
effectively reduce heat and increase airflow to the AltiGen telephony
boards to ensure system reliability.
La temperatura interna del sistema no debe exceder la temperatura de
operación que se especifica. Cuando en un mismo sistema se encuentren
instaladas más de dos tarjetas de telefonía AltiGen, se sugiere que también
se instalen ventiladores adicionales de enfriamiento. Es menester que estos
abanicos reduzcan efectivamente el calor e incrementen el flujo de aire que
ingresa a las tarjetas de telefonía AltiGen, a fin de garantizar la
confiabilidad del sistema.
Die interne Anlagentemperatur darf die vorgeschriebene
Betriebstemperatur nicht überschreiten. Befinden sich mehr als zwei
AltiGen Fernmeldekarten in der Anlage empfiehlt sich der Einbau
zusätzlicher Ventilatoren. Ihre Aufgabe ist es, effektiv Hitze zu reduzieren
und gleichzeitig den Luftstrom zu den Fernmeldekarten zu erhöhen, um die
Zuverlässigkeit der Anlage zu gewährleisten. iabilidad del sistema.
Installing a Cooling Fan
(Instalación del Ventilador de Enfriamiento/Ventilatoreinbau)
Board/Tarjeta/Karte 5V 12V Slot Type/Tipo
Ranura/Steckplatz
Quantum 1.6 1.4A ISA
Triton Analog Extension 1.6 1A* PCI
Triton Analog Trunk LS/GS 1.6 0.25A PCI
Triton Analog Trunk LS 1.6A 0 PCI
Triton VoIP 1.6 0 PCI
Triton T1/PRI 1.6 0 PCI
Triton T1/E1 PRI 1.6 0 PCI
Triton Resource 1.6 0 PCI
2-14 AltiContact Manager Administration Manual
If more than two AltiGen telephony boards are installed in the AltiWare
system, then an additional cooling fan will be required. This fan needs to
effectively reduce heat and increase airflow to the AltiGen telephony
boards to ensure system dependability and reliability. To install a cooling
fan into the system, read the instructions included with the fan unit.
Cuando en un mismo sistema se encuentren instaladas más de dos tarjetas
de telefonía AltiGen, también se requerirá de la instalación de un ventilador
adicional de enfriamiento. Es menester que este abanico reduzca
efectivamente el calor e incremente el flujo de aire que ingresa a las tarjetas
de telefonía AltiGen, a fin de garantizar la fiabilidad y la seguridad
funcional del sistema. Para instalar el ventilador de enfriamiento en el
sistema , lea las instrucciones que se incluyen con la unidad de ventilación.
Befinden sich mehr als zwei AltiGen Fernmeldekarten in der AltiWare
Anlage, muß ein zusätzlicher Ventilator eingebaut werden. Dieser
Ventilator hat die Aufgabe, effektiv Hitze zu reduzieren und gleichzeitig
den Luftstrom zu den Fernmeldekarten zu erhöhen, um die Zuverlässigkeit
der Anlage zu gewährleisten. Beim Einbau eines Ventilators in die Anlage
sind die dem Ventilator beigefügten Anleitungen zu beachten.
Proper Board Handling Procedures
Handle boards by the edges only. Always hold the boards individually by
the face plate (with the components facing you) and pinching the edge on
the right side of the board. Do not make contact with the solder or
component sides of the boards. Do not slide the boards over any surface,
including an electrostatic discharge mat. Some boards have very sensitive
ceramics that contain embedded traces. These traces are very close to the
edge of the component and are easily chipped if they are hit against a hard
object or surface.
Electrostatic Discharge (ESD) Warning
Electrostatic discharge is caused by static electricity. It can damage boards
and may result in hard failures, early life failures, or cause a system to
experience intermittent, erratic behavior. Always use an ESD kit when
working on the telephony boards. The use of a special wrist strap or foot
strap (to ground the wearer to the computer's case) reduces the risk of ESD
damage.
System Requirements
AltiContact Manager Administration Manual 2-15
2. System
Requirements
Operating Environment
(Condiciones Ambientales de Operación/Betriebsbedingungen)
Before you set up and use the system, consider the environment in which
the system will reside:
Choose a work surface large enough to accommodate the entire
system.
Use a flat, stable work surface with enough space around it for proper
air circulation. For proper heat dissipation, a fan is recommended in
front of the AltiGen telephony boards to ensure sufficient airflow. Be
sure the fan filter is clean and does not block the airflow.
Always work with grounded equipment and fixtures. The use of an
ESD mat (to dissipate static) and grounding wrist/foot straps is
necessary.
In the manual assembly process, boards must be removed from the
anti-static bag and placed gently on a dissipative workstation mat, so
that they become discharged safely before being touched. The
dissipative mat should have a rubber upper layer and conductive
bottom layer. Regular cleaning of the mat should be done using an
anti-static mat cleaner.
The following table contains the operating specifications for the AltiGen
telephony board.
Condiciones Ambientales de Operación
Antes de Montar y utilizar el sistema, considere el medio ambiente en el
que dicho sistema residirá:
Selecciones un espacio de trabajo lo suficientemente amplio para dar
cabida a la totalidad del sistema.
Description Specification
Operating Temperature 0° to + 50° C
Storage Temperature -20° to +70° C
Relative Humidity 10% to 80% non-condensing
2-16 AltiContact Manager Administration Manual
Utilice una superficie de trabajo plana y estable, con suficiente espacio
alrededor para que pueda darse una adecuada circulación del aire. Se
sugiere la colocación de un ventilador frente a las tarjetas de telefonía
AltiGen, con objeto de disipar el calor adecuadamente y garantizar un
flujo de aire suficiente. Cerciórese de que el filtro del ventilador se
encuentra limpio y de que no obstruye el flujo del aire.
Trabaje siempre con equipo y aditamentos con conexión a tierra. Es
necesario utilizar un tapete ESD (para disipar la estática) y pulseras/
tobilleras de aterrizada.
Durante el proceso de ensamble manual, las tarjetas deben retirarse de
la bolsa antiestática y colocarse suavemente sobre el tapete dispersivo
de la estación de trabajo, de tal manera en que éstas se descarguen en
forma segura, antes de que las toquen. El tapete dispersor debe contar
con una capa superior de caucho y una capa inferior c. El tapete debe
limpiarse en forma regular utilizando un limpiador para tapetes
antiestática.
La tabla siguiente contiene las especificaciones de funcionamiento para el
tablero de la telefonía de AltiGen:
Betriebsbedingungen
Vor Aufbau und Inbetriebnahme der Anlage müssen folgende
Betriebsbedingungen berücksichtigt werden:
Es ist eine Arbeitsfläche zu wählen, die der gesamten Anlage
genügend Platz bietet.
Die Arbeitsfläche muß flach und stabil sein und genügend Raum für
eine entsprechend ausreichende Ventilation bieten. Zum
angemessenen Hitzeverlust und ausreichender Luftzufuhr wird der
Einbau eines Ventilators vor den AltiGen Fernmeldekarten
empfohlen. Der Filter des Ventilators muß sauber sein und darf die
Luftzufuhr nicht blockieren.
Descripcion Specification
Temperatura de Operacion 0° a + 50° C
Temperatura de
Almacenamiento
-20° a +70° C
Humedad Relativa 10% a 80% sin condensacion
System Requirements
AltiContact Manager Administration Manual 2-17
2. System
Requirements
Es darf nur mit geerdetem Gerät gearbeitet werden. ESD Matten (zur
Vermeidung von Statik) sowie geerdete Handgelenk- und Fußbänder
sind dabei erforderlich.
Beim Zusammenbau von Hand ist zu beachten, daß mit Karten nach
der Entnahme aus einem anti-statischen Behälter vorsichtig
umyugehen ist. Karten müssen dann zur elektrischen Entladung auf
eine Dissipationsmatte am Arbeitsplatz gelegt werden, bevor sie
berührt werden dürfen. Die Dissipationsmatte muß eine gummierte
Oberseite und eine konduktive Unterseite haben. Beim regelmäßigen
Reinigen der Matte muß ein antistatisches Reinigungsmittel
verwendet werden.
Die folgende Tabelle enthält die funktionierenden Spezifikationen für das
AltiGen Telephoniebret:
Packaging for Shipment and Storage
AltiGen telephony boards are packaged and shipped individually in
fully closed, static-shielding bags. The pink anti-static foam should be
used only as cushioning material — it is not static-dissipative and
cannot discharge the boards.
Always save and use the original packaging materials (foam, static-
shielding bag, and cardboard box) to transport the boards.
AltiGen telephony boards are protected by their anti-static bags and
should be removed from their packaging for installation by a properly
grounded technician.
Beschreibung Spezifizierung
Betriebstemperatur/ 0° to + 50° C
Lagerungstemperatur -20° to +70° C
Relative Luftfeuchtigkeit 10% bis to 80% nicht-verdichtend
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AltiContact Manager Conference Resource Limits
The following table defines conference resource limits for boards used in
an AltiContact Manager system.
Table 6. Conference Call Resource Limits
1The Quantum board can support up to 3 conference bridges with up to 6 members each. However, this
does not imply that you can have a total of 18 conferenced members (external + internal) per board, as it
only has 12 conference resources.
2The Quantum board can only support up to 4 members located on different boards on a conference call
initiated by a local extension, even is there are (12-1=11) resources available. For example, if Ext 101
(located on the Quantum board) wants to host a conference call with Ext 200, Ext 201, Ext 202, Ext 203
and Ext 204 (located on different boards), the last extension to be brought into the conference will not be
conferenced, even if there are no other ongoing conferences on this Quantum board. Therefore, a total of
5 (1+4) conference resources have been used. However, it is possible for Ext 101 to bring in Ext 102 into
the conference, if Ext 102 is located on the same Quantum board as Ext 101. Once Ext 102 joins the
conference, no oth