Altigen AltiWare OE Version 4.6 Manuale di istruzioni

AltiWare™ OE

Version 4.6

System Installation and

Administration Manual

Revised 06/2003 4403-0001-4.6

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: [email protected]

Web site: www.altigen.com

TRADEMARKS

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.

reserved.

Printed in U.S.A. 06/2003 4403-0001-4.6

AltiWare OE Installation & Administration Manual iii

Contents

Preface:AboutThisManual........................1-xxxv

Chapter 1

AltiServOfficeSolutions............................1-1

AltiServPlatforms.................................1-5

Overview.........................................1-6

Key AltiServ Characteristics . . . . . . . . . . . . . . . . . . . . . . . . . 1-6

PBXFeatures ....................................1-9

AutomaticCallDistributionFeatures.................1-14

AutomatedAttendantFeatures......................1-18

AltiGenVoiceMailFeatures.......................1-19

InternetIntegrationFeatures........................1-21

SystemAdministrationFeatures.....................1-22

T1/PRI/E1Features...............................1-24

VoiceoverIPFeatures............................1-24

Voice over IP Session Support AltiServ Features . . . . . . . 1-27

AltiWareTools..................................1-27

OptionalAdd-OnSoftware.........................1-28

OptionalAdd-OnProducts.........................1-29

Chapter 2

SystemRequirements ..............................2-1

HardwareRequirements............................2-1

SystemKeyRequirement...........................2-1

Selecting the AltiServ Platform . . . . . . . . . . . . . . . . . . . . . . 2-1

MinimumSystemRequirements......................2-1

ProperGroundingandLoopCurrent..................2-3

UninterruptiblePowerSupply(UPS)..................2-3

OperatingEnvironment.............................2-3

FunctionalSpecifications...........................2-4

AltiGenBoardInstallation..........................2-8

AltiGenBoardOptions/ ............................2-9

SystemLimitations...............................2-11

PowerRequirements..............................2-12

iv AltiWare OE System Administration & Installation Manual

HeatFactor..................................... 2-13

Installing a Cooling Fan . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-13

ProperBoardHandlingProcedures ..................2-14

ElectrostaticDischarge(ESD)Warning............... 2-14

OperatingEnvironment............................ 2-15

PackagingforShipmentandStorage................. 2-17

AltiWare Conference Resource Limits. . . . . . . . . . . . . . . . 2-18

Chapter 3

SoftwareInstallation...............................3-1

AltiWare as an NT Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

PreparingtoInstallAltiWareOE......................3-2

FirewallConsiderations............................3-3

Licensing ........................................3-5

Registration ......................................3-6

DealerInstallationID..............................3-7

RegistrationMethods..............................3-7

Upgrades.........................................3-8

LostLicenses .....................................3-9

BeforeNewInstallation ............................ 3-10

ToBeginNewInstallation .......................... 3-10

BeforeUpgrade .................................. 3-17

BackupDatabase.................................3-17

IPExtensionProtocolChange ...................... 3-17

VoIPBoardUpgrade ............................. 3-18

Shutting Down the AltiGen Switching Service . . . . . . . . . 3-18

ToBeginUpgrade ................................ 3-19

OnlineLicenseRegistrationProcedures............... 3-28

Manual Online License Registration Procedure. . . . . . . . . 3-37

OfflineRegistrationProcedures.....................3-44

WindowsEmergencyRepairDisk.................... 3-44

Installing AltiAdmin on Remote Systems . . . . . . . . . . . . . . 3-44

Shutting Down AltiServ when Changing or Adding Hardware 3-45

Transferring the AltiServ to Another Server Chassis . . . . . . 3-46

AltiWare Uninstall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-47

DowngradeProcedure ............................. 3-47

SoftwareInstallationTroubleshooting................. 3-49

Chapter 4

AltiWare OE Installation & Administration Manual v

GettingAroundAltiAdmin..........................4-1

AltiAdmin: the AltiWare OE Administrator . . . . . . . . . . . . . 4-1

LogginginfortheFirstTime........................4-1

TheMainMenu ..................................4-3

Quick Access Toolbar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3

TheViewWindows ................................4-5

BoardsViewWindow..............................4-5

ExtensionViewWindow ...........................4-6

TrunkViewWindow ..............................4-7

WorkgroupViewWindow..........................4-8

CallLogViewWindow............................4-9

IPTrunkCurrentTrafficStatisticsWindow.............4-9

StatusBar......................................4-10

LoggingIn ......................................4-10

ChangingthePassword ............................4-11

Stopping the AltiGen Switching Service . . . . . . . . . . . . . . . 4-11

Chapter 5

SystemConfiguration ..............................5-1

Setting General Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2

Setting a System Number Plan . . . . . . . . . . . . . . . . . . . . . . . . 5-4

Assigning Trunk, Feature, IP Trunk, & Route Access . . . . . 5-6

Setting Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8

RoutingCallsonHolidays ...........................5-9

ConfiguringSystemSpeedDialing ...................5-11

AddingNamesandComments......................5-12

DefiningSystemCallRestrictions ...................5-12

Blocking Calls to Area Codes from All Extensions . . . . . . 5-13

Setting Toll Call Prefixes . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14

Setting Emergency Numbers . . . . . . . . . . . . . . . . . . . . . . . 5-14

LockingAttackedExtensions.......................5-14

BlockingAllOutgoingCalls........................5-14

EnablingHopOffforTieTrunks....................5-15

CreatingAccountCodes............................5-15

AddingandDeletingAccountCodes.................5-16

Setting up Call Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-17

Internal(Local)LoggingofCallDataData............5-18

External(Remote)LoggingofCallData..............5-20

ExportingThroughaLocalPort.....................5-22

ManagingMessages ...............................5-22

vi AltiWare OE System Administration & Installation Manual

SettingMessageNotificationRetries................. 5-23

SettingMessageManagementOptions................5-24

SettingMessageRecordingOptions.................. 5-24

Setting E-mail Messaging (SMTP/POP3) Options . . . . . . 5-25

SynchronizingE-mailwithExchange ................ 5-26

SettingAreaCodeTollDefinitions ................... 5-26

DefininganIPDialingTable ........................ 5-27

AbouttheLocationIDDigitLength.................. 5-28

DefiningtheIPDialingTable....................... 5-29

SettingtheLocationIDDigitLength................. 5-29

DefiningRemoteLocations........................5-29

ConfiguringDNISRouting ......................... 5-31

AddingandDeletingDNISRouteEntries............. 5-32

DefiningtheRouting ............................. 5-33

UsingaTenantTable ..............................5-33

ConfiguringtheTenantTable....................... 5-34

ModifyingtheTenantTable........................ 5-35

CreatingDistributionLists.......................... 5-36

DefiningaDistributionList........................5-37

SettingLogoutReasonCodes ....................... 5-38

Chapter 6

BoardConfiguration...............................6-1

UsingtheTritonResourceBoard......................6-2

ConfiguringtheQuantumBoard ......................6-2

Configuring the Triton Analog Extension Board . . . . . . . . . . 6-4

Configuring the Triton Analog Trunk LS/GS and LS Boards 6-5

ConfiguringtheTritonVoIPBoard .................... 6-7

VoiceoverIPforAltiWareOE ......................6-7

TritonVoIPBoard ................................6-7

NetworkConfigurationGuidelinesforVoIP............6-8

Network Configuration Guidelines for the Alti-IP 600 . . . 6-10

ConfigurationGuidelinesforNAT................... 6-11

IPPhoneConfiguration ........................... 6-12

H.323NAT..................................... 6-12

FirewallConsiderations........................... 6-23

Setting up H.323 Traffic Forwarding for H.323 NAT . . . . 6-24

Setting Up an AltiWare-to-AltiWare IP Network . . . . . . . 6-25

BoardInstallation................................ 6-26

Troubleshooting—Common Symptoms and Solutions . . . 6-27

AltiWare OE Installation & Administration Manual vii

ConfiguringtheTritonT1/PRIBoard .................6-29

ServiceParametersforT1..........................6-29

ServiceParametersforPRI.........................6-31

BoardConfiguration..............................6-32

Triton T1 Configuration - Triton T1/PRI Dialog Box . . . . 6-34

Setting up T1 or PRI Channels on the Triton T1/PRI Board 6-39

Installing a Channel Service Unit (CSU) to the Triton T1 or T1/E1/PRI

Board.......................................6-44

Troubleshooting—CommonSymptoms...............6-44

Chapter 7

TrunkConfiguration...............................7-1

SelectingTrunkstoSetAttributes ....................7-2

Setting General Trunk Attributes . . . . . . . . . . . . . . . . . . . . . . 7-3

QuantumTrunkProperties..........................7-6

TritonAnalogTrunkProperties......................7-9

TritonAnalogTrunkLS/GSProperties...............7-11

TritonVoIPTrunkConfiguration....................7-13

TritonT1/PRITrunkProperties.....................7-15

IncomingCallRouting .............................7-20

OutgoingCallBlocking ............................7-21

Chapter 8

ExtensionandGroupConfiguration ..................8-1

Setting up Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3

AddingNewExtensions............................8-5

EstablishingBasicExtensionAttributes................8-6

AgentCheckBox.................................8-8

ForcedAccountCode..............................8-8

CallRecordingOptions.............................8-9

Setting Email Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-9

ChangingtheExtensionLocationorType.............8-10

Setting an IP Extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-11

Setting the Line Properties . . . . . . . . . . . . . . . . . . . . . . . . . 8-15

PhoneDisplayOptions............................8-19

Setting up Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-20

EstablishingGroupMembership ....................8-21

AddingExtensionstoGroups.......................8-23

AssigningGroupstoExtensions.....................8-26

viii AltiWare OE System Administration & Installation Manual

OperationNotes................................. 8-28

SettingupStationSpeedDialing ..................... 8-28

SettingtheMailboxOptions ........................8-30

SettinganInformation-OnlyMailbox ................ 8-31

DisablingaMailbox.............................. 8-32

SynchronizingwithExchangeServer................. 8-32

SettingMailboxPlaybackOptions................... 8-32

Setting Mailbox Capacities. . . . . . . . . . . . . . . . . . . . . . . . . 8-33

SettingMessageNotificationOptions ................. 8-33

Setting the Message Types for Notification . . . . . . . . . . . . 8-34

SettingtheTypeofNotification..................... 8-35

SettingNotificationTiming........................8-36

SettingNotificationBusinessHours.................. 8-36

EnablingMessageNotification...................... 8-36

ConfiguringCallingRestrictions ..................... 8-36

SettingCallRestrictionOptions..................... 8-37

SettingOtherCallRestrictions...................... 8-38

SettingAnsweringOptions ......................... 8-39

ForwardingAllCalls ............................. 8-41

HandlingBusyCalls..............................8-43

Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . . 8-43

Enabling“DoNotDisturb”......................... 8-44

HandlingUnansweredCalls........................ 8-44

SettingHuntgroupHandling........................ 8-45

SettingWorkgroupHandling....................... 8-46

Configuring One Number Access . . . . . . . . . . . . . . . . . . . . 8-48

Enabling One Number Access . . . . . . . . . . . . . . . . . . . . . . 8-49

SettingCallerIDVerification....................... 8-49

SpecifyingForwardingNumbers.................... 8-50

SettingUpMonitorLists ........................... 8-51

ConfiguringaMonitorList......................... 8-52

Chapter 9

OutCallRoutingConfiguration .....................9-1

WorkingwithRouteDefinitions ......................9-2

SettingDefaultRoutes .............................. 9-4

AboutCallRoutingand911Calls.................... 9-5

SettingDialingPatternRouting ....................... 9-6

Chapter 10

AltiWare OE Installation & Administration Manual ix

AutoAttendantConfiguration......................10-1

PlanningisEssential..............................10-1

Example:AutoAttendantPlanning ..................10-3

AddingAutoAttendants............................10-4

Editing Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-5

ConfiguringMenuItems...........................10-7

MakingAutoAttendantAssignments................10-11

PhraseManagement ..............................10-11

UsingPre-RecordedPrompts......................10-11

RecordingCustomPhrases........................10-12

UsingProfessionallyRecordedPhrases..............10-13

Chapter 11

AdditionalSetup .................................11-1

AudioPeripheralConfiguration......................11-1

Configuring Music On Hold and Recorded Announcements 11-2

Setting Greeting and Update Prompts. . . . . . . . . . . . . . . . . 11-3

ConfiguringOverheadPaging ......................11-3

MVIPClockConfiguration .........................11-4

FeatureTips .....................................11-5

Chapter 12

SystemDataManagement .........................12-1

UsingBackupandRestore ..........................12-1

BackingupFiles..................................12-2

SchedulingBackups ...............................12-3

RestoringBackedupFiles ..........................12-4

Chapter 13

SystemReportManagement........................13-1

SystemSummaryReport ...........................13-1

SystemLog......................................13-2

IPCumulativeTrafficStatistics ......................13-3

Chapter 14

DataandInternetIntegration ......................14-1

NetworkProtocolandAddressing ....................14-1

xAltiWare OE System Administration & Installation Manual

Network ....................................... 14-1

Protocol........................................ 14-1

TransportProtocols............................... 14-1

NetworkAddress ................................ 14-2

LocalAddress................................... 14-3

Mixed-MediaMessaging.......................... 14-3

SettingUpEmailService........................... 14-4

BeforeYouBegin................................ 14-4

SettingUpLANandInternetEmailontheServer....... 14-4

SettingUpLANandInternetEmailontheClient.......14-9

SettingupanExchangeServer...................... 14-10

Exchange Server Windows NT 4.0 Integration . . . . . . . . 14-10

Prerequisites................................... 14-11

ExchangeServerPrerequisites..................... 14-13

ExchangeServerConfiguration.................... 14-15

Microsoft Exchange Administrator Configuration. . . . . . 14-16

Installing Outlook 2000 Client on the AltiServ System . . 14-17

EnablingtheExchangeServer..................... 14-22

TestingtheExchangeServerSetup ................. 14-25

TroubleshootingTips............................ 14-26

Notes......................................... 14-27

Prerequisites................................... 14-28

ExchangeServerPrerequisites..................... 14-30

Microsoft Exchange Administrator Configuration. . . . . . 14-33

Installing Outlook 2000 Client on the AltiServ System . . 14-35

EnablingtheExchangeServer..................... 14-35

TestingtheExchangeServerSetup ................. 14-35

TroubleshootingTips............................ 14-35

Notes......................................... 14-35

ExchangeonWindows2000 ....................... 14-35

About AltiReach Configuration . . . . . . . . . . . . . . . . . . . . . 14-37

Chapter 15

UsingTAPI .....................................15-1

SystemRequirements.............................. 15-1

Installing TAPI Services . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-2

ChangingTAPIConfigurationParameters ............. 15-3

Chapter 16

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