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AltiServ HPBX™Supplement

to AltiWare OE 4.6 System Installation andAdministration Manual

09/2003 4410-0001C

WARNING!

Toll fraud is committed when individuals unlawfully gain access tocustomer telecommunication systems. This is a criminal offense.Currently, we do not know of any telecommunications system that isimmune 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 AltiGenCommunications, Inc. has designed security features into its products, it isyour sole responsibility to use the security features and to establish securitypractices within your company, including training, security awareness, andcall auditing.

NOTICE

While every effort has been made to ensure accuracy, AltiGenCommunications, Inc. will not be liable for technical or editorial errors oromissions contained within the documentation. The information containedin this documentation is subject to change without notice.

This documentation may be used only in accordance with the terms of theAltiGen Communications, Inc. License Agreement.

AltiGen Communications, Inc.47427 Fremont Blvd.Fremont, CA 94538Telephone: 510-252-9712Fax: 510-252-9738E-mail: [email protected] site: www.altigen.com

TRADEMARKS

AltiGen, AltiServ, AltiServ HPBX, AltiWare, AltiContact Manager,AltiReach, AltiLink, AltiConsole, AltiAdmin, ACM Admin, AltiVRPlayerand Zoomerang are trademarks or registered trademarks of AltiGenCommunications, Inc.

All other brand names mentioned are trademarks or registered trademarksof their respective manufacturers.

Copyright © AltiGen Communications, Inc. 2003. All rights reserved.09/2003 4410-0001C

Contents

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

AltiServ HPBX Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

System Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

AltiServ HPBX Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

AltiServ HPBX Configuration GUI Changes . . . . . . . . . . . . . . . . . 4General Page - Extension Configuration . . . . . . . . . . . . . . . . . . . 4Tenants Page - System Configuration . . . . . . . . . . . . . . . . . . . . . 5DNIS Page - System Configuration . . . . . . . . . . . . . . . . . . . . . . . 6Business Hours Page - System Configuration . . . . . . . . . . . . . . . 7Holiday Page - System Configuration . . . . . . . . . . . . . . . . . . . . . 8Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Configuring the Multi-Tenant Table . . . . . . . . . . . . . . . . . . . . . . . 10

Modifying the Tenant Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

IP Phone/IP Extension Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Unsupported Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Unsupported Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

AltiServ HPBX Supplement 1

About This GuideThis document provides instructions for installing and using AltiServHPBX, a software release targeting hosted PBX and multi-tenantapplications.

This document supplements the AltiWare OE 4.6 System Installation andAdministration Manual.

AltiServ HPBX OverviewAltiServ HPBX is the first affordable IP Hosted PBX for smallorganizations supporting up to 400 users and 100 separate organizationsper server platform. AltiServ HPBX is an overlay software applicationapplied to AltiWare OE. And since AltiServ HPBX is modular, serviceproviders can add servers only as needed. Rack and stack multiple AltiServHPBXs to grow your business.

AltiServ HPBX provides the features of an IP PBX and optional integratedcontact center to the subscriber without the up front costs and supportoverhead of premise based equipment. AltiServ HPBX enables serviceproviders and customers the ability to perform moves, adds, and changesusing intuitive interfaces.

Clients can be in the same building, different buildings, remote locations ora combination of all geographical configurations. Tenant organizations ora hosted PBX subscriber's companies can be as small as one and as large as400 working off the same system, all company sizes will benefit from thepowerful, productive and easy to use feature set. The combination ofservices offered can be different for subscribing company.

Important Notes

• The AltiServ HPBX option is a separate installation from AltiWare,which requires the purchase and activation of the HPBX BaseLicense, and can only be applied to AltiWare OE (4.6 SP1 or laterversions).

System Capacity• Up to 8 single span T1/E1/PRI boards per system

• Up to 400 IP extensions (including 120 G.723.1 or 60 G.711 sessions

Copyright 2003 AltiGen Communications, Inc. 1

• Up to 99 tenants and one System Tenant (Tenant ID “0”)

• Up to 156 analog extensions

• Up to 100 Business Hour and Holiday profiles

• Up to 255 Auto Attendants

• Up to 32 Workgroup/Hunt Groups (128 agents per group)

• Up to 200 AltiView sessions

• Up to 40 AltiConsole sessions

AltiServ HPBX LicensingThe following new licenses are added in AltiServ HPBX:

• AltiServ HPBX Base License - enables AltiWare to supportmultiple tenant features and generates the External Logger License.

• AltiView Client Session License - each AltiView client connectedto AltiWare counts as one AltiView session.

• AltiConsole Client Session License - each AltiConsole clientconnected to AltiWare counts as one AltiConsole session.

The following OE 4.6 licenses are still supported in AltiServ HPBX:

• Agent Seat License

• AltiAgent Seat License

• AltiSupervisor Seat License

• 30 Port IP License

• AltiServ Contact Center License

• External Logger License

• Advanced Call Router License

The following existing license is changed in AltiServ HPBX:

• IP Extension License - the Alti-IP 600 Phone will not need the IPExtension license, but third-party IP phones will. Please note that IPextensions should select Dynamic IP Address settings for theAlti-IP 600 so that the IP Extension License is not required.

(Refer to “IP Phone/IP Extension Changes” on page 12 for moreinformation on IP extension and IP phone changes.)

2 AltiServ HPBX Supplement

The following existing licenses are not supported in AltiServ HPBX:

• Station License

• AltiView Site License

• AltiConsole Site License

• SDK Connection License

• SDK Application License

• AltiWeb Site License

• 128 IP Extension License (generated during OE 4.6 productregistration)

Note: When upgrading to AltiServ HPBX from OE 4.6 SP1, the upgradewill generate 20 AltiView and 2 AltiConsole Client SessionLicenses.

System Requirements• AltiWare OE 4.6 SP1A

• AltiServ HPBX Base License

InstallationImportant:AltiWare OE 4.6 with SP1A must be installed AND the

AltiServ HPBX Base License must be registered prior to orduring installing AltiWare HPBX.

1. To install AltiServ HPBX, launch Setup.exe from the AltiServ HPBXfolder.

2. The installation will check if the system has the HPBX Base Licenseinstalled and registered. If the HPBX Base License is not registered,the application will stop installing.


AltiServ HPBX Configuration GUI ChangesAfter AltiServ HPBX is installed, the following screens in AltiWare will beupdated to allow for multiple tenant configuration.

General Page - Extension Configuration

Figure 1. General Page, Extension Configuration

In the General page of Extension Configuration:

• Calling Number field - each extension number in a tenant group canbe configured with a calling number. When an outgoing call is madeby this extension through PRI or IP trunks, the calling number will bedisplayed as Caller ID to the receiving caller.

If the Calling Number field is not configured, the 10-digit dialing DIDnumber (if configured) will be sent as the calling number.

If the 10 digit-DID number is not configured either, the trunk number(if configured) will be sent.


If the trunk number is not configured either, then the system mainnumber is sent as the calling number.

Tenants Page - System Configuration

Figure 2. Tenants page, System Configuration

In the Tenants page of System Configuration:

• Tenant Operator field - each tenant group is assigned a localoperator. This local operator can only be accessed by members of thistenant group.

When a call is routed into a tenant’s Auto Attendant, the tenantextension’s voice mail, or if the tenant extension dials the operator, thiscall will be sent to the specified tenant operator.

If the tenant operator is not configured, this call will be routed to theSystem Tenant (Tenant ID “0”) operator.


DNIS Page - System Configuration

Figure 3. DNIS page, System Configuration

In the DNIS page of System Configuration:

• Business Hours drop-down list - selection based on settingsconfigured in the Business Hours window (see “Business Hours Page- System Configuration” on page 7).

The Workdays During Business Hours, Workdays OutsideBusiness Hours and Non-Workdays options are determined based onsetup in Business Hours.

• Holiday drop-down list - selection based on settings configured in theHoliday window (see “Holiday Page - System Configuration” on page8).

The Tenant setting in Holiday Profile must match with the Tenantsetting in the DNIS page. Holiday routing precedes Business Hoursrouting.


• Tenant drop-down list - selection based on settings configured in theTenants window (see “Tenants Page - System Configuration” on page5).

Note: The routing destination, extension, or Auto Attendant, must be inthe same tenant as specified in the Tenant field.

Business Hours Page - System Configuration

Figure 4. Business Hours page, System Configuration

In the Business Hours page of System Configuration:

• Business Hour Entry Window - use the Add button to create abusiness hour entry.

Figure 5. Add Business Hour Name dialog box


Type the name in the Business Hour Name field; it will appear in thelist window on the left side of window.

Holiday Page - System Configuration

Figure 6. Holiday page, System Configuration

In the Holiday page of System Configuration:

• Holiday Profiles field:

— Profile drop-down list - selection based on Holiday profiles addedusing the Add button. Click Add to create a new holiday entry.

— Tenant drop-down list - selection based on settings configured inthe Tenants window (see “Tenants Page - System Configuration”on page 5).


Auto AttendantThe Auto Attendant configuration windows (Auto Attendant Selectdialog box and Auto Attendant Main Window) will display fields forTenant Name.

Figure 7. Auto Attendant Select dialog box

Figure 8. Auto Attendant, main window


Configuring the Multi-Tenant Table Configuring the multi-tenant table involves first adding entries to the tenantlist, then using Extension Configuration and Trunk Configuration to assignextensions and trunks, respectively, to tenant IDs.

To create tenant entries:

1. In the Tenant window, click the Add button to open a small TenantConfiguration dialog box.

2. In the dialog box, type in the Tenant Name and click OK. Then clickthe Apply button in the Tenant window. The tenant ID is assignedautomatically and sequentially.

3. Repeat the above steps for all the tenants you want to add, then clickOK to close the System Configuration window.

To assign extensions to tenant IDs:

1. Select Extension Configuration... on the Management menu to openthe Extension Configuration General window.

2. For each extension you want to assign to a tenant ID:

a. In the Extension list, select and highlight the extension you want toassign to a tenant ID. Each extension can be assigned to only onetenant ID.

b. Select a tenant ID in the Tenant drop-down list under PersonalInformation, then click Apply.

3. Repeat the previous step for each extension you want to assign. Whenyou’re done, click OK to close the Extension Configuration window.

To assign trunks to tenant IDs:

1. Select Trunk Configuration... on the Management menu to open theTrunk Configuration General window.

2. For each trunk you want to assign to a tenant ID:

a. In the trunk list, select and highlight the trunk you want to assign toa tenant ID.

b. Select a tenant ID in the Tenant Selection drop-down list, thenclick Apply.

3. Repeat the previous step for each trunk you want to assign. Whenyou’re done, click OK to close the Trunk Configuration window.


When a trunk is assigned a tenant ID, the outgoing calls made to thistrunk can be initiated by the tenant users ONLY.

Important:When creating Tenant entries for IP extensions, the IP trunkmust have the same Tenant Name assigned as the IP extension.

Modifying the Tenant TableNote: If the administrator changes the tenant group of an extension, Auto

Attendant or DNIS number, the administrator must also check andchange other extensions or system configurations to make sure thetenant group is not crossed by forwarding, etc. AltiAdmin will notautomatically check and update.

To edit the tenant name:

Double-click the name in the Tenant window (or select the name andclick Edit), then change the name in the dialog box that appears.

To change the extension-to-tenant ID assignment:

Open the Extension Configuration General window, as discussed inthe steps on the previous section under “To assign extensions to tenantIDs:,” and use the Tenant drop-down list to change the tenant IDassigned to any extension.

If a tenant ID is already assigned, you must change or remove theassignment from the old extension before you can assign it to a newone.

Note: If an extension is assigned to Tenant ID 0 in the Tenantdrop-down list, the extension is able to access all trunks andextensions, even though the extension/trunks have beenassigned to tenants.

To change the trunk-to-tenant ID assignment:

Open the Trunk Configuration General window and use the TenantSelection drop-down list to change the tenant ID assigned to any trunk.

Note: If a trunk is assigned to Tenant ID 0 in the Tenant Selectiondrop-down list, the trunk is accessible to all extensions, eventhough there are tenant assignments.


IP Phone/IP Extension ChangesIn AltiServ HPBX, the Alti-IP 600 Phone will not need the IP Extensionlicense. However, third-party IP phones will require IP Extension licenses.

Also, please note the following:

• Alti-IP 600 Phones require dynamic addressing in IP extensionsettings.

• When static IP address is chosen in Extension Configuration, thisphone is treated as a static IP extension, and therefore, requires an IPlicense.

• Logging in of an IP extension through voice mail uses an IP extensionlicense. When the system runs out of IP extension licenses, AltiWareplays the following phrase “Your system is out of IP ExtensionLicense. Please contact your system administrator.”

• AltiClient NetMeeting IP phone login is treated as an AltiGen IPphone, and therefore, does not count as using a license.

Unsupported Features• Capability to duplicate extension number for different tenant group.

• Different digit lengths for different tenant group.

• Tenant level admin - allow tenant admin to login and change somefeatures for their tenant. (Service provider admin need to manage theconfiguration.)

• Service provider admin - Create tenant profiles and enable/disabletenant specific features. (Service provider admin need to manage theconfiguration.)

• Use of tenant ID to login client application for authentication andsecurity purpose

• Tenant group will not cross tie-trunk.

• AltiReach

• AECP

• AltiLink

• DINA Manager


• TAPI

• AltiWeb

• AltiGen SDK

• System can only support one music source

• Business Hours in extension Message Notification

• Business Hours in One Number Access

• Exchange Integration

• MultiSite AltiConsole

Unsupported Feature CodesThe following feature codes are not supported in AltiServ HPBX:

• #35 - Virtual Login (station privilege override)

• #37 - Remote Call Forwarding

• #38 - Outside Call Blocking (operator only)

• #39 - Operator Offline (operator only)

• #44 - Overhead Paging

• #45 - Overhead Paging by Trunk

• #55 - List Feature Tips

• #73 - Silent System Call Park

• #88 - System Speed Dial


Index


Index

Aaddress

AltiGen Communications, Inc. iiAltiConsole Client Session

License 2AltiGen Communications

phone numbers iiAltiGen Communications, Inc.

address iiAltiServ HPBX

overview 1AltiServ HPBX Base License 2AltiView Client Session License 2assigning extensions to tenant

IDs 10assigning trunks to tenant IDs 10Auto Attendant 9

BBusiness Hour Entry Window 7Business Hours 6, 7

Ccalling number field 4changing extension-to-tenant ID

assignment 11changing trunk-to-tenant ID

assignment 11configuration

multi-tenant table 10configuration GUI changes 4creating tenant entries 10

HHoliday 6Holiday page 8Holiday Profiles 8

Iinstallation 3IP extension changes 12IP phone changes 12

Llicensing changes 2

Mmodifying

tenant table 11multi-tenant table

configuration 10

Ooverview

AltiServ HPBX 1

PProfile 8

Ssystem capacity 1system requirements 3

TTenant 7, 8Tenant Operator field 5tenant table

modifying 11Tenants page 5

Uunsupported feature codes 12unsupported features 12

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