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AltiWare ACM 5.1 Administration Manual 175
C
HAPTER
13
In Call Routing Configuration
In Call Routing rules determine how the system routes incoming trunk calls to various
targets. The system’s routing steps are as follows:
The In Call Routing Configuration window lets you enter Caller ID and DNIS numbers into
a routing table and set routing rules for a matched number.
To configure In Call Routing, select PBX > In Call Routing Configuration.
Step Routing Process
1 Match DID number configured in extension, workgroup, or hunt
group. If there is no match, go to the next step.
2 Match caller ID defined in the Caller ID Routing table. If there is a
match and
• today is a holiday, route the call according to the Holiday Profile’s
routing rules.
• today is not a holiday, route the call according to business hour
routing rules defined in the Caller ID Routing configuration.
If there is no caller ID match, go to the next step.
3 Match DNIS number defined in the DNIS Routing table. If there is a
match and
• today is a holiday, route the call according to the Holiday Profile’s
routing rules.
• today is not a holiday, route the call according to business hour
routing rules defined in the DNIS Routing configuration.
If there is no DNIS number match, go to the next step.
4 If today is a holiday, route the call according to the Holiday Profile
configured for the trunk port that the call is coming in on. If today
is not a holiday, route the call according to the business hours
routing rules defined in the In Call Routing tab of the Trunk
Configuration window.
- AltiWare 1
- ACM 5.1 1
- Administration 1
- Contents 3
- CHAPTER 3 4
- CHAPTER 4 4
- CHAPTER 5 4
- CHAPTER 6 5
- CHAPTER 7 5
- CHAPTER 8 5
- CHAPTER 9 5
- CHAPTER 10 6
- CHAPTER 11 6
- CHAPTER 12 6
- CHAPTER 13 7
- CHAPTER 14 7
- CHAPTER 15 7
- CHAPTER 16 8
- CHAPTER 17 8
- CHAPTER 18 8
- CHAPTER 19 8
- CHAPTER 20 9
- CHAPTER 21 9
- CHAPTER 22 9
- CHAPTER 23 10
- CHAPTER 24 10
- CHAPTER 25 11
- CHAPTER 26 11
- CHAPTER 27 11
- CHAPTER 28 11
- CHAPTER 29 12
- APPENDIX A 12
- APPENDIX B 12
- APPENDIX C 12
- APPENDIX D 12
- APPENDIX E 13
- About This Manual 15
- Chapter 1: Overview 18
- Capacity Improvements 19
- Supervisor Coaching 20
- AltiView 20
- (IP600, IP710, IP705) 21
- Key System Features 22
- Auto Attendant (AA) Features 28
- Voice Mail Features 28
- Internet Integration Features 29
- Voice over IP Features 31
- Optional Add-On Software 33
- Registration 35
- Preparation for Installation 37
- Upgrade and Migration Path 38
- Dealer Installation ID 41
- • Dealer Installation ID 41
- • Customer information 41
- – obsolete licenses 51
- – wrong license number 51
- Uninstalling AltiWare 52
- Error Message Solution 53
- Getting Around AltiWare 55
- Administrator 5.1 55
- Changing the Password 56
- Quick Access Toolbar 57
- The View Windows 58
- Extension View Window 59
- Trunk View Window 60
- Call Log View Window 61
- Workgroup View Window 61
- Setting the Refresh Interval 63
- System Configuration 65
- Setting General Parameters 66
- Setting a System Number Plan 68
- Number Plan tab 69
- Routing Calls on Holidays 76
- To create a Holiday Profile 77
- To set call routing 78
- Adding Speed Dial Entries 79
- Editing Speed Dial Entries 80
- Locking Attacked Extensions 82
- Blocking All Outgoing Calls 82
- Creating Account Codes 83
- Setting up Call Reports 83
- Country-Relevant Settings 86
- Setting Emergency Numbers 87
- Activity 89
- Feature Profiles 91
- To add a Feature Profile 92
- Gateway Management 93
- Managing AltiGateways 94
- Setting Parameters 95
- Voice Mail Configuration 101
- Parameter Description 102
- Creating Distribution Lists 104
- Defining a Distribution List 105
- Auto Attendant Configuration 107
- Adding Auto Attendants 108
- Editing Auto Attendants 109
- Configuring Menu Items 110
- Collecting Digits 112
- Figure 3. Collect digits 113
- Phrase Management 114
- To record a custom phrase: 115
- Multilingual Configuration 117
- To add a language: 119
- Configuring the Extension 121
- To enable feature code #12: 122
- Which Language Will Be Used? 124
- Call Recording Configuration 125
- Configuring Call Recording 126
- Figure 2. Map Network Drive 128
- Figure 8. Confirmation screen 131
- Application Extension Setup 133
- Application Failover Plan 134
- Application Information 135
- Readying the Application 135
- Board Configuration 137
- Configuring the Quantum Board 139
- Overview 141
- Configuring the Board 142
- T1 and E1 Configuration 143
- Reading the Status Messages 144
- Reading the Statistics 145
- T1/E1 Clocking 147
- Selecting Span Types 148
- Figure 13. T1 PRI Switch Mode 150
- Setting the NSF 153
- Setting a TEI 153
- Setting PRI Calling Numbers 154
- Configuring the SIPSP Board 156
- Configuring the H323SP Board 157
- Configuring the MAX Board 158
- Trunk Configuration 161
- Figure 2. Trunk View window 162
- H323 Tie Trunk Properties 168
- SIP Tie Trunk Properties 168
- SIP Trunk Properties 169
- Triton T1/E1 Trunk Properties 171
- DID/DNIS number 173
- * symbol is a delimiter 173
- The Match Result Button 178
- Quantum Trunk Properties 183
- Transmit to CO 185
- (dB Gain) 185
- Incoming Call Routing 186
- Outgoing Call Blocking 187
- In Call Routing Configuration 189
- Caller ID Routing 190
- DNIS Routing 191
- Defining DNIS Routing 192
- Configuring Out Call Routing 196
- Setting Default Routes 198
- Working on Dialing Patterns 199
- To create a dialing pattern 200
- To delete a dialing pattern 200
- Countries 204
- • prefix = 0, length = 11 205
- • prefix = 00, length = 14 205
- Extension Configuration 207
- Setting up Extensions 208
- Setting Personal Information 209
- Forced Account Code 211
- Physical Location and Type 212
- Setting the Line Properties 213
- IP Extension Configuration 216
- Phone Display Options 216
- Setting Wrap-up Time 218
- Setting Inter Call Delay 219
- Setting the Mailbox Options 220
- Disabling a Mailbox 221
- SMTP/POP3 Setting 221
- Mail Forwarding Options 222
- Press “0” Option 222
- Setting Mailbox Capacities 223
- Emergency Notification 224
- Setting Notification Timing 226
- Enabling Message Notification 227
- Setting Answering Options 229
- Forwarding All Calls 230
- Do Not Disturb 231
- Handling Busy Calls 232
- Setting Call Waiting Options 232
- Handling Unanswered Calls 232
- Configuring One Number Access 233
- One Number Access Options 234
- Call Screening 235
- Setting Up Monitor Lists 236
- To add members to the list 237
- To remove members 237
- Setting Up IP Extensions 239
- Setting an IP Extension 243
- —Indicates how often a SIP 249
- Program 251
- Apply To Button 252
- Copy From Button 252
- Mobile Extension Diagram 254
- Setting Up a Mobile Extension 254
- To set up a mobile extension 256
- Mobile Extension Limitations 261
- Hunt Group Configuration 263
- Setting Up Huntgroups 264
- Setting Call Restrictions 266
- Setting E-mail Options 268
- Setting Call Handling Options 272
- Paging Group Configuration 277
- To set up a Paging Group: 278
- Important: 279
- Line Park Configuration 281
- • For IP Phones 283
- To delete a Line Park Group: 283
- Workgroup Configuration 285
- Apply to Button 288
- Setting Up Workgroups 289
- Service Level Threshold 290
- Workgroup Recording Options 291
- Setting Business Hours 294
- Examples 299
- Voice Mail Access Option 303
- Announce Agent Info 309
- Queue Management - Basic 310
- Setting Queue Phrase Options 311
- Queue Announcement 311
- Expected Wait Time Sampling 312
- Queue Overflow Forwarding 312
- Quit Queue Option 313
- Priority Promotion 313
- Supervisor Queue Control 313
- Queue Management - Advanced 314
- Menu Selection 315
- Queue Overflow 316
- Agent Logout Reason Codes 317
- Managing and Using MeetMe 319
- Conference 319
- MeetMe Conference Window 320
- Creating a Meeting 322
- One Time Only Meeting 323
- Weekly Meeting 324
- Monthly Meeting 324
- Modifying the E-mail Template 326
- Joining a Meeting 327
- WAN Bandwidth 329
- WAN Router Configuration 330
- Firewall Configuration 330
- Network Using NAT 330
- Figure 1. AltiWare behind NAT 332
- For the Branch office LAN: 333
- Router 2's Setting 335
- Setting VoIP Codec Profiles 341
- • 10.0.0.0 to 10.255.255.255 342
- • IP phones on the LAN 344
- • a remote IP phone over WAN 344
- Defining IP Networks 346
- Defining Your Network 347
- To define an address range 348
- Configuration example 349
- Defining the IP Dialing Table 350
- allows the terminal to omit 352
- The Multi-site VoIP Domain 353
- Changing the Server ID Length 357
- Domain Configuration) 358
- Managing Domain Users 359
- 100 Global Remote Remote 361
- 200 Remote Global Remote 361
- 300 Remote Remote Global 361
- Relocating a Global Extension 364
- System Report Management 369
- Requirements 373
- Exchange Server Configuration 376
- Properties window: 377
- Window, Server Properties 380
- AltiWare System 381
- Figure 20. Outlook Services 386
- Enabling the Exchange Server 387
- Troubleshooting Tips 390
- To gather trace files 391
- TAPI Integration 393
- Setting Up the Client 394
- Chapter 7: TAPI Integration 395
- Set Up Phone Dialer 396
- Tools and Applications 401
- CT-Bus Test Tool 402
- Backup and Restore Utility 402
- Backing Up Files 403
- Scheduling Backups 403
- Restoring Backed up Files 404
- Checking Extension Security 406
- To check extension security 407
- Trace Collector 408
- Limitations 411
- Voice File Converter 412
- Read Config 413
- Work/Hunt Group Converter 414
- E1 R2 CAS Installation 417
- Figure 1. Physical Layer 418
- Figure 2. Data Link Layer 418
- Figure 3. Signaling Layer 419
- Country Signaling Values 420
- E1 ISDN PRI Installation 429
- Figure 4. Physical Layer 430
- Figure 5. Data Link layer 431
- Country Protocol Supported 432
- B Channel Maintenance 432
- Message Setting 432
- Required Service Parameters 433
- Service Order Code 434
- T1 Channel Assignment 434
- CSU/DSU Requirements 434
- Equipment Information 435
- PRI Channel Assignment 435
- E1 Channel Assignment 436
- Network Ports 437
- Remote IP Phones Behind NAT 438
- • UDP 10060 439
- • UDP 30,000~31,000 439
- • TCP 10064 439
- Appendix C: Network Ports 440
- Services 441
- Product Repair 442
- Troubleshooting 445
- Appendix E: Troubleshooting 446
- Numerics 447
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