Document Outline

• About This Documentation
• New Features
  • Enhancements Included in MAXCS Release 7.5
    • Polycom Enhancements
    • New Licenses
    • Codec Enhancements
    • Media Enhancements
    • Enhanced SNMP Trap Monitoring
    • HMCP Tool Enhancements
    • Additional Enhancements
    • Client Enhancements
    • Features No Longer Supported in Release 7.5
    • Additional Changes in Release 7.5
  • Enhancements Included in Release 7.0 Update 1
  • Enhancements Included in Release 7.0
    • IP Phone Enhancements
    • 3rd Party Integration
    • Tools
    • AltiReport Enhancements
    • Sightmax
    • Miscellaneous
  • Enhancements Included in Release 6.7 Update 1
    • Voice Processing New Features and Enhancements
    • PBX New Features and Enhancements
    • Client Application New Features and Enhancements
  • Enhancements Included in Release 6.7
    • General Server Features
    • HMCP Softswitch Features
    • Client Application Enhancements
    • Add-on Application Enhancements
  • Enhancements Included in Release 6.5 Update 1
    • PBX Enhancements
    • Client Application Enhancement
    • OCS versions of MaxCommunicator and MaxAgent integrate with Microsoft Office Communicator
    • MaxMobile Communicator extended
    • License changes
  • Enhancements Included in Release 6.5
    • SNMP Management
    • PBX Enhancements
    • Multi-site VoIP Enterprise Management New Features
    • Client Application Enhancements
  • Enhancements Included in Release 6.0
    • General
    • System Features
    • System and Administration Features
    • Voice over IP Features
    • Multi-Site VoIP Management - Enterprise Manager
    • Optional Add-On Software
• System Requirements and Installation
  • Minimum System Requirements
    • Virtual Server Requirements:
    • MaxCS 7.5 Client Applications
    • Boards Supported by ACM in MAXCS Phase II
      • MAX 1000 and MAX 2000 Hardware Boards
      • MAX 4000iG
      • MAX 4000 All-in-One
  • MAXCS Licenses
  • Preparation for Installation
  • Installing MAX Communication Server
    • Softswitch System Installation
  • Installing MaxAdmin on a Network Client
  • Uninstalling MaxCS 7.5
• Getting Around MaxAdministrator
  • Logging In and Out
    • Changing the Password
  • The Main Window
    • The Main Menu
    • Quick Access Toolbar
    • Status Bar
  • The View Windows
    • Boards View Window
    • Extension View Window
    • Trunk View Window
    • Call Log View Window
    • Workgroup View Window
    • Current Resource Statistics Window
      • Setting the Refresh Interval
  • Assigning Seat-Based Client Licenses
  • Stopping the AltiGen Switching Service
  • Programs Available from the Windows Start Menu
• System Configuration
  • Setting General Parameters
  • Setting a System Number Plan
  • Setting Business Hours
  • Routing Calls on Holidays
    • Creating a Holiday Profile
    • Setting Call Routing
    • Updating the Dates of Annual Holidays
  • Configuring System Speed Dialing
    • Adding Speed Dial Entries
    • Editing Speed Dial Entries
  • Defining System Call Restrictions
    • Blocking Calls to Area Codes from All Extensions
    • Setting Unrestricted Area Codes
    • Locking Attacked Extensions
    • Blocking All Outgoing Calls
    • Enabling Hop Off for Tie Trunks
      • Restricting Tie Trunk Calls
    • Setting 10-Digit Dialing Area Codes
  • Creating Account Codes
    • Adding and Deleting Account Codes
  • Setting up Call Reports
    • Internal Database Configuration (Internal Log Service)
    • External (Remote) Logging of Call Data
    • Exporting Through a Local Port
  • Country-Relevant Settings
    • Setting Toll Call Prefixes
    • Setting Emergency Numbers
    • Dialing Plan Rules for Non-North American Country
  • Audio Peripheral Configuration
    • Configuring Music On Hold and Recorded Announcements
    • RTP Resource Usage
    • Setting Greeting and Update Prompts
    • Configuring Overhead Paging
  • Activity
  • Feature Profiles
    • Adding Feature Profiles
    • Limitation
• Media Server and Gateway Management
  • Managing Gateways
  • Setting Parameters
  • Adding and Attaching a Gateway
  • Detaching and Deleting a Gateway
  • Changing Gateway ID and Password
  • Gateway Configuration Tool
  • Configuring the Applications Server
• Voice Mail Configuration
  • Managing Messages
    • Setting Message Notification Retries
    • Setting Message Management Options
    • Setting Message Recording Options
    • Setting Exchange Integration Options
    • Setting E-mail Messaging Options
  • Creating Distribution Lists
    • Defining a Distribution List
• Auto Attendant Configuration
  • Planning Is Essential
    • Example: AA Planning
  • Adding Auto Attendants
  • Configuring Auto Attendants
    • Configuring Menu Items
      • Auto Attendant Actions
      • Collecting Digits
    • Making Auto Attendant Assignments
  • Phrase Management
    • Using Pre-Recorded Prompts
    • Recording Custom Phrases from the AltiGen Phone
    • Using Professionally Recorded Phrases
• Multilingual Configuration
  • Configuration Overview
  • Creating Language Phrase Packages
    • Storing Language Phrase Packages
  • Configuring for a Multilingual System
  • Enabling Multilingual Support in the Auto Attendant
  • Configuring the Extension
    • Extension User Can Change Language Setting
      • Configuring Feature Code #12 for Language Selection
  • Using DNIS to Set the Language
  • Which Language Will Be Used?
• Call Recording Configuration
  • Description of the Recorded File Name
  • Configuring Call Recording
    • Using a Remote Shared Directory
• Application Extension Configuration
  • Application Extension Setup
    • Application Failover Plan
    • Application Information
    • Readying the Application
• Board Configuration
  • Configuring Boards
  • Board Configuration Parameters
  • Using the Triton Resource Board
  • Using the Triton MeetMe Conference Board
  • Configuring the Triton Analog Station Board
  • Configuring the Triton Analog Trunk LS/GS and LS Boards
  • Configuring the Triton VoIP Board
  • Configuring the Triton T1/E1 Board
    • Configuring the Board
      • T1 and E1 Configuration
      • Reading the Status Messages
      • Reading the Statistics
      • Setting the Configurable Options
      • T1/E1 Clocking
    • Setting up Channels on the Triton T1/E1 Board
      • Selecting Span Types
      • Selecting Span Types
      • Setting the ISDN PRI Switch Mode
      • E1 PRI
      • Configuring an ISDN Numbering Plan
      • Setting the NSF
      • Setting a TEI
      • Setting PRI Calling Numbers
    • Installing a Channel Service Unit (CSU)
    • Troubleshooting T1/E1 Common Symptoms
  • Configuring Virtual Board SIPSP
    • Configuring the SIPSP Board
      • Block Unauthorized SIP Invite Messages
      • Fax Routing
  • Configuring Virtual Board HMCP
    • Media Pass-Through Support for HMCP
      • Conditions Not Supported
    • Assign HMCP Resources to IP Extensions
      • Scenario: Single Standalone HMCP Media Server
    • HMCP Codec Preference
      • Codec Preference - Incoming Calls
      • Codec Preference - Outgoing Calls, Third-Party IP Phones
      • Codec Preference - Outgoing Calls, IP Phones
  • Configuring the MAX1000/2000 Board
  • Configuring the Virtual MobileExtSP Board
• Trunk Configuration
  • Trunks Out of Service
  • Channel Identification
  • Opening the Trunk Configuration Window
  • Selecting Trunks to Set Attributes
  • Configuring One or Multiple Trunks
  • Setting General Trunk Attributes
  • SIP Tie Trunk Properties
  • SIP Trunk Properties
    • Configuring SIP Trunks
      • SIP Trunk Group Configuration
      • Creating a SIP Trunk Profile
  • Triton T1/E1 Trunk Properties
    • Caller ID and DID Incoming Sequence Example
  • Triton Analog Trunk GS/LS Properties
    • Performing Impedance Match on Your Own
    • Using the Match Impedance Button
      • The Match Result Button
    • Measuring the Rx Level of a Trunk Channel
    • If You Need to Improve the Rx Level
    • If You Don’t Have the Milli-Watt Test Number
  • Incoming Call Routing
    • Regular Trunk Calls
    • Web IP Calls
  • Outgoing Call Blocking
• In Call Routing Configuration
  • Caller ID Routing
    • Adding and Deleting Caller ID Route Entries
    • Defining Caller ID Routing
  • DNIS Routing
    • Adding and Deleting DNIS Route Entries
    • Defining DNIS Routing
    • FoIP In-Call Routing
• Out Call Routing Configuration
  • Configuring Out Call Routing
    • About Route Definitions
      • Creating a Route
      • Deleting a Route
    • Setting Default Routes
    • About Dialing Patterns
      • Creating Dialing Patterns
      • Deleting Dialing Patterns
      • Dialing Pattern Configuration Tips
  • Configuration Example – Solving 10-digit Dialing
  • Resolving Dialing Delay: Non-USA/Canada Countries
• Extension Configuration
  • About the Apply To Button
  • Setting up Extensions
    • Setting Personal Information
    • Account Code
    • Call Recording Options
    • Physical Location and Type
    • Setting the Line Properties
    • IP Extension Configuration
    • Phone Display Options
      • Alti-IP 600, IP 705, and IP 805 Phone Display Notes
  • Configuring Group Options for an Extension
  • Adding or Removing Group Assignments
    • Setting Wrap-up Time
    • Setting Inter Call Delay
    • Picking Up a Call from the Workgroup Queue
    • Logging Outbound Workgroup Calls
  • Setting up Station Speed Dialing
    • Editing Speed Dial Entries
  • Setting Mailbox Options
    • Setting an Information-Only Mailbox
    • Disabling a Mailbox
    • Assign Exchange Integration License
    • SMTP/POP3 Setting
    • Mail Forwarding Options
    • Setting Message Playback Options
    • Press Zero Option
    • Setting Mailbox Capacities
  • Setting Message Notification Options
    • Setting the Message Types for Notification
    • Emergency Notification
    • Unusual VM Activity Notification
      • Setting Parameters for Unusual VM Activity
      • Adding security values to the registry
      • Where Security Alerts Are Logged
    • Setting the Type of Notification
      • Outcall to Cellular or PCS Phone Numbers
    • Setting Notification Timing
    • Setting Notification Business Hours
    • Enabling Message Notification
  • Configuring Calling Restrictions
    • Setting Call Restriction Options
    • Setting Other Call Restrictions
  • Setting Answering Options
    • Forwarding All Calls
    • Do Not Disturb
    • Handling Busy Calls
    • Setting Call Waiting Options
    • Handling Unanswered Calls
      • Enabling One Number Access
  • Configuring One Number Access
    • One Number Access Options
      • Disabling One Number Access
    • Call Screening
    • Setting Caller ID Verification
      • Using a Password Verification
    • Specifying Forwarding Numbers
  • Setting Up Monitor Lists
    • Restrictions and Defaults
    • Configuring a Monitor List
      • About Viewing Remote Extension Activity
• Setting Up IP Extensions
  • Signaling Channels
  • Media Channels
  • Setting an IP Extension
    • Setting VoIP Codec for IP Extension
      • For Local IP Phone Deployment
      • For Remote IP Phone Deployment
    • Setting Fax-Over-IP for an IP Extension
• IP Phone Configuration
  • Configuring the AltiGen IP Phone
    • AltiGen IP Phone Parameters
    • General IP Phone Parameters
    • Configuring Programmable Keys and Workgroup Status
  • Configuring Auto-Discovery of Server IP Address
    • Setting Up DHCP Option 120
    • On the AltiGen IP Phone
      • When you Upgrade Firmware
    • Possible scenarios
    • Disabling Auto-Discovery
    • When You Have Two AltiGen Servers in the Same Network
  • Polycom Configuration
• Mobile Extension Configuration
  • MobileExtSP Board Overview
  • Configuring the MobileExtSP Board
  • Configuring an Extension as a Mobile Extension
    • Additional Configuration for MaxMobile Communicator
  • Voice Mail for Mobile Extensions
  • Mobile Extension Limitations
• Hunt Group Configuration
  • Overview of Huntgroup Configuration Window
    • Apply to Button
  • Setting Up Huntgroups
    • Establishing Basic Hunt Group Attributes
    • Setting Call Restrictions
  • Establishing Hunt Group Membership
    • Adding Extensions to a Hunt Group
    • Removing Extensions from a Hunt Group:
    • Setting Login Status for System Restart
  • Setting Hunt Group Mail Management
    • Disabling a Mailbox
    • Setting E-mail Options
    • Setting Mailbox Playback Options
    • Setting Mailbox Capacities
  • Setting Message Notification Options
    • Setting the Message Types for Notification
    • Setting the Type of Notification
      • Outcall to Cellular or PCS Phone Numbers
    • Setting Notification Timing
    • Setting Notification Business Hours
  • Setting Call Handling Options
    • Handling Busy Calls
    • Forwarding All Calls
    • Handling Unanswered Calls
    • Setting a Hunt Group’s Call Distribution Rule
      • Handling Calls when Group Members Are RNA/Logged Out
  • Setting Queue Management Options
  • About Fax-over-IP Hunt Groups
• Paging Group Configuration
  • Setting Up a Paging Group
  • Adding Members to a Paging Group
  • Removing Members from a Paging Group
  • Polycom Paging Groups
    • Configure Polycom Paging
• Line Park Configuration
  • Implementation notes
  • Configuring Line Park
    • Setting Up a Line Park Group
    • Deleting a Line Park Group
• Workgroup Configuration
  • Creating and Configuring Workgroups
  • Overview of Workgroup Configuration Window
    • Apply to Button
  • Setting Up Workgroups
    • Establishing Basic Workgroup Attributes
    • Setting Call Restrictions
    • Service Level Threshold
    • Workgroup Recording Options
    • Recording Tone Options
  • Establishing Workgroup Membership
    • Log In/Out a Group Member
    • Setting Login Status for System Restart
  • Setting Business Hours
  • Skill Based Routing
    • Operational Limitation
    • Defining Skills for a Workgroup
    • Setting Rules for Skill Based Routing
    • Skill Based Routing Examples
  • Setting Workgroup Mail Management
    • Disabling a Mailbox
    • Setting E-mail Options
    • Setting Mailbox Playback Options
    • Setting Mailbox Capacities
    • Press Zero Option
    • Voice Mail Access Option
  • Setting Message Notification Options
    • Setting the Message Types for Notification
    • Setting the Type of Notification
      • Outcall to Cellular or PCS Phone Numbers
    • Setting Notification Timing
    • Setting Notification Business Hours
  • Setting Call Handling Options
    • Handling Busy Calls
    • Forwarding All Calls
    • Handling Unanswered Calls
      • Set RNA Agent Auto Logout Check Box
      • Set RNA Agent Not Ready Check Box
    • Number of Rings Before Handling
    • Setting IntraGroup Call Distribution
    • Enable Single Call Handling for Agents
    • Handling Calls when Group Members Are RNA/Logged Out
    • Announce Agent Info
    • Inter Workgroup Call Distribution
  • Queue Management – Basic
    • Setting Queue Phrase Options
    • Queue Announcement
    • Expected Wait Time Sampling
    • Queue Overflow Forwarding
    • Quit Queue Option
    • Priority Promotion
    • Supervisor Queue Control
  • Queue Management – Advanced
    • Announcement
    • Menu Selection
    • Queue Overflow
  • Application Extension Queue Control
  • Agent Logout Reason Codes
  • MaxCall Configuration
    • Adding a Transmitted CID
    • Editing a Transmitted CID
    • Deleting a Transmitted CID
• Using MeetMe Conference
  • MeetMe Conference Features
  • Setting the MeetMe Conference Extension
  • MeetMe Conference Window
  • Working in the MeetMe Conference Window
    • Using the Calendar Button
  • Creating a Meeting
    • One Time Only Meeting
    • Weekly Meeting
    • Monthly Meeting
  • E-mailing a Meeting Invitation
  • Modifying the E-mail Template
  • Starting and Stopping a Meeting
    • Continuing a Meeting Beyond Its Duration Time
  • What the MeetMe Conference Host Can Do
  • Joining a MeetMe Conference
• Location-Based E911 (for Roaming Users)
  • About E911 Location IDs
  • Designing E911 Location IDs for Your Organization
  • AltiGen IP Phones Supporting E911 Location IDs
  • E911 Hierarchy
  • E911 Location ID Configuration Process
  • Creating the E911 Location ID Table
  • Requiring a Password to Change E911 Location ID
  • Assigning E911 Locations on AltiGen IP Phones
• Network Configuration Guidelines for VoIP
  • ISP/Intranet Quality of Service (QoS)
  • Virtual LANs
    • Ethernet II Framing Header
      • Specifying the Priority Value
    • Enabling VLAN
  • WAN Bandwidth
  • WAN Router Configuration
  • Firewall Configuration
  • Network Using NAT
  • Network Configuration Guidelines for AltiGen IP Phones
  • Configuration Guidelines for NAT
    • Private Network Configuration Example
      • Example Setup: Corporate LAN
      • Example Setup: Remote IP Phone Using NAT
      • Example Setup: SIP IP Call from Another MAXCS on the Internet
    • VPN Network Configuration Example
      • Example Setup: Branch office LAN
• Enterprise VoIP Network Management
  • Understanding VoIP Bandwidth Requirements
  • Opening Enterprise Manager
  • Overview of Enterprise Manager
    • Changing the Enterprise Manager Password
  • Setting VoIP Codec Profiles
  • Setting Codec Priority
    • Codec Negotiation
      • Codec Negotiation - Server to Client
      • Codec Negotiation - Server to Server
  • About the G.722 Codec
  • Assigning Codec Profiles to IP Addresses
  • Managing IP Networks
    • Defining Your Network
    • Configuring a Public or Intranet Pipe
    • Configuring MAXCS Behind NAT
  • Defining the IP Dialing Table
  • The Multi-site VoIP Domain
    • Creating a Multi-site VoIP Domain
    • Declaring Additional Servers for the VoIP Domain
  • Working with Servers in the Domain
    • Changing the Server ID Length
    • Adding a Server to a VoIP Domain
    • Rejoining a Server to the VoIP Domain
    • Setting an Alternate Server for AltiGen IP Phones
      • If the Primary or Alternate Server Is Behind NAT
      • When Will Switchover Happen?
  • Managing Domain Users
    • PSTN Failover When the TCP/IP Network is Down
    • The Scope of an Extension in the VoIP Domain
    • Changing an Extension’s Scope from Local to Global
    • Changing an Extension’s Scope from Global to Local
    • Relocating a Global Extension for an AltiGen IP Phone
      • Notes on Relocating a Global Extension
      • Relocating a Global Extension Using #27 on Analog Phone vs AltiGen IP Phone
      • Relocating More Than One Global Extension
    • Redirecting AltiGen IP Phones When a Server Is Down
      • Changes to AltiGen IP Phone When Redirect Is Configured
  • Configuring Departments in a Multi-site VoIP Domain
  • Configuring Global Least Cost Routing
  • When Information May Be Out of Sync
• System Report Management
  • System Summary Report
  • IP Cumulative Traffic Statistics
    • Resetting Cumulative Statistics
  • Using SNMP
    • SNMP Management Console
    • Configuring MAXCS for SNMP
    • List of Traps Sent
    • Additional Traps Included with Release 7.5
• Microsoft Exchange Integration
  • MaxCS Private Cloud Service
  • Requirements
  • When You Install MAXCS
  • Exchange Integration Configuration Steps
  • Extra Steps for Bridged Access and Native VM Integration
    • Configuring UM Settings for Each User
  • Configuring for Out Calling from UM
    • Configuring MaxAdministrator
  • When You Create a New Mailbox User
  • Testing for Synchronization
    • Troubleshooting Tips
  • Notes
• Fax-over-IP Configuration
  • Limitations
  • Requirements
  • Overview
  • Configure an IP Extension for FoIP
  • Enabling this setting changes the configuration for this extension as follows:
  • Configure In Call Routing for FoIP
  • Create a SIP Trunk for Fax Routing
  • Configure Two Fax Registration Channels
  • Configure Gateway Devices
  • FoIP Hunt Groups
• Tools and Applications
  • AltiGen Board Test
  • CT-Bus Test Tool
  • Backup and Restore Utility
    • Backing Up Files
    • Scheduling Backups
    • Restoring Backed up Files
  • MAXCS Admin & Extension Security Checker
    • Checking Extension Security
  • Start & Stop All AltiGen Services
  • Trace Collector
    • Parameters for Trace Collector
    • Limitations
  • Network Log for AltiGen IP Phones
  • Voice File Converter
  • Read Config
  • Work/Hunt Group Converter
  • Exporting and Importing Extensions
    • Importing Extensions from a .csv File
    • Importing Extensions from the Active Directory
    • Exporting the Extensions in a MAXCS System
      • Editing a .csv File
  • AltiGen Custom Phrase Manager
    • Creating a New Phrase
    • Playing a Phrase
    • Editing a Phrase Name or Description
    • Deleting Phrases
    • Re-recording Phrases
  • HMCP Certification Test Tool
    • Determine Optimal Codec Combination
    • Measure DPC Latency
• E1-R2 and E1 ISDN PRI Installations
  • Signaling Values, By Country
  • E1 ISDN PRI Installation
    • Protocol/B Channel Maintenance Message Settings, By Country
• Required Service Parameters
  • Service Parameters/Request Information for T1
    • Technical Information for T1 with Voice
    • Type of Registered Services Provided
    • Service Order Code
    • T1 Channel Assignment
    • CSU/DSU Requirements
  • Service Parameters/Request Information for PRI
    • Technical Information for PRI with Voice
    • PRI Channel Assignment
      • CSU/DSU Requirements
  • Service Parameters/Request Information for E1
    • Technical Information for E1 with Voice
    • E1 Channel Assignment
    • CSU/DSU Requirements
• Network Ports
  • Remote IP Phones Behind NAT
• Technical Support & Product Repair Services
  • Technical Support Eligibility
    • How To Reach AltiGen Technical Support
  • Product Repair
  • Technical Training for Administrators
• Troubleshooting
  • Polycom Phone Cannot Register
  • Poor Voice Quality
  • Cannot Make a Connection
  • IP Resource Does Not Appear in Current Resource Statistics
• Index
  • Symbols
  • Numerics
  • A
  • B
  • C
  • D
  • E
  • F
  • G
  • H
  • I
  • J
  • K
  • L
  • M
  • N
  • O
  • P
  • Q
  • R
  • S
  • T
  • U
  • V
  • W
  • Z