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Chapter 5: Workgroup Configuration
58 AltiWare ACM 5.1 Administration Manual
Queue Management - Advanced
When Advanced is selected on the Queue Management tab, the Setup button
becomes available.
Figure 12. Workgroup Configuration, Queue Management, Advanced Queue Control
To configure options for advanced queuing control, click the Setup button. This opens
the Advanced Queue Management (AQM) application configuration window with tabs for
configuring Announcement, Menu Selection, and Queue Overflow.
Announcement
The Announcement tab allows for configuration of queue announcements.
Figure 13. Workgroup Configuration, Advanced Queue Management, Announcement tab
To configure queue announcements:
- 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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