AltiGen comm MAXCS 80 New Features Guide

							 
MaxCS 8.0 New Features Guide  Page 31 of 46 
 
Figure 22: MaxAgent, Workgroup Queue view 
MaxAgent - Call View 
Four columns are added in Call List view, including: 
 Type – “Normal” for a normal call or “Callback” for a callback call 
 Original Number – The original caller ID 
 Original Name – The original caller name 
 Original Group – The original workgroup where the caller opted for a return call. 
These columns are hidden by default; agents can display hidden columns by right clicking on any column header. 
For a call back call, the value for each column should be: 
o Record – Current call 
o State – Current call 
o Name – Current call 
o Number – Current call 
o Group – Current call 
o DNIS – Original call 
o Duration – Current call 
o Conference – Current call 
o User Data – Original call 
o IVR Data – Original call
 
Figure 23:  MaxAgent, Call List view   
						

							 
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Callback Data in MaxSupervisor 
When the callback call comes into the new WG, if it enters the WG Queue, it will display as “Callback.”  
MaxSupervisor - Workgroup Queue 
Three new columns have been added to the Workgroup Queue view: 
 Original Caller ID – Original caller ID 
 Original Caller Name – Original caller name 
 Original WG – Original workgroup where customer issue callback request 
These columns are hidden by default; agents can display hidden columns by right clicking on any column header. 
For a callback call, the value for each column should be: 
o WG – Current call 
o Queue Time – Current call 
o PQT – Current call 
o Caller ID – Current call 
o Caller Name – Current call 
o DNIS – Original call 
o Priority – Original call 
o SKLR – Original call 
 
Figure 24: MaxSupervisor, Call List view 
Four columns have been added to the Call List view: 
 Type – “Normal” for a normal call or “Callback” for a callback call 
 Original Number – The original caller ID 
 Original Name – The original caller name 
 Original Group – The original workgroup where the caller opted for a return call. 
These columns are hidden by default; agents can display hidden columns by right clicking on any column header. 
For a call back call, the value for each column should be: 
o WG – Current call 
o Rec – Current call 
o Caller Name – Current call 
o Caller ID – Current call 
o Talk Time – Current call 
o DNIS – Original call 
o IVR Data – Original call 
o User Data – Original call 
   
						

							 
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Figure 25:  MaxSupervisor, Workgroup view 
MaxSupervisor - Group Statistics 
Several fields have been added to the Group Statistics table. These fields will appear when the workgroup is ena-
bled for Callback call handling.  
 
Figure 26:  MaxSupervisor, Group Statistics view   
						

							 
MaxCS 8.0 New Features Guide  Page 34 of 46 
 Within Inbound Call Statistics Since Midnight, within Total Inbound Calls, Calls Overflowed/Redirected, are 
two statistics: Callback Requests and Others. 
 A new section, Total Callback Calls Since Midnight, offers two statistics: Callback Connected and Callback 
Failed. 
Callback Data in CDR Search 
Callback data has been added within CDR Search. 
 Under CDR and Group CDR Search, a Callback Type column has been added. 
o  Normal calls will show as blank 
o Request callback calls will show Request 
o Callback attempts will show as Attempt 
 Under Statistics, details similar to those within MaxSupervisor Group Statistics have been added: 
o Total Callback Calls will show callbacks that connected versus callbacks that failed. 
o Total Calls Overflowed/Redirected will show callback requests versus other requests. 
Callback Data in AltiReport 
Callback data has been added to AltiReport: 
 In reports 2206 and 2207, Workgroup Inbound Call Wait Time Summary and Handling Time Summary, un-
der Overflow/Redirected Calls, the data is divided into “Callback Requests” and “Others” fields. 
 There is a new Callback Detail Report. This report shows details for callback requests, callback failed at-
tempts, and re-connected callback calls. You can group by date or show a summary.  
 
Figure 27:  Example, Callback Detail Report 
Free Format Forwarding Support for SIP Trunk and SIP Extensions 
This feature was added in MaxCS 7.5 Patch 1. 
You can configure an extension to send out additional DTMF digits to an extension, hunt group/workgroup, or out-
side number after the call is forwarded to an outside line. 
There are various uses for this virtual-forwarding feature. For example, you can configure an extension to forward 
fax calls to the first available fax hunt group. Another example would be to forward calls to a FaxFinder extension.  
You can embed several commas to add a delay before MAXCS releases the Centrex line to complete a call transfer. 
Free format is supported on SIP trunks, PRI trunks, T1 trunks, analog trunks, SIP extensions, and analog extensions.   
						

							 
MaxCS 8.0 New Features Guide  Page 35 of 46 
Example: Forwarding to a FaxFinder Extension 
Suppose that you want an extension to forward incoming calls to a FaxFinder extension 2002 which is behind an 
AudioCodes MP202 or MP118 device. This configuration is illustrated in the next figure. 
 
Figure 28: Example of call forwarding with a 3-second delay and DTMF digits to send 
The string in Figure 28 indicates that the call should be forwarded to extension 2002 (for FaxFinder).  Each comma 
inserts a one-second delay, for a total delay of three seconds. The last three digits indicate to send DTMF digits 
213. 
After the DTMF digits are received, FaxFinder will use “213” as the destination number to receive the Fax. 
Example: Forwarding to an Outside Number 
Suppose you have a virtual extension 2001 and you want to set call forwarding to an outside number 
“4085979000” through the SIP trunk.  
 
Figure 29: Example of call forwarding to a specific extension at an external phone number 
In Figure 29, the string indicates to forward the call to that outside phone number (our example is AltiGen’s corpo-
rate phone number) and then wait for 8 seconds (this is the eight commas).  After that delay, three more DTMF 
digits will be sent out through the SIP trunk.  The result is that the call will be sent to extension 213. 
Format Guidelines 
 Each comma inserts a one-second delay after the call is forwarded.  We recommend that you use at least 
five commas (for five seconds).  Longer call setup time may require additional commas. However, too 
many commas will affect the cut through time. 
 You can enter up to 40 digits. 
 You can include the digits 0-9, *, #, and “,”. 
Configure Forwarding 
To configure this forwarding, 
1. Select PBX > Extension Configuration.  
2. Select the extension and switch to the Answering tab.    
						

							 
MaxCS 8.0 New Features Guide  Page 36 of 46 
3. Check Enable Forward to and set it to Free Format. 
4. Enter the appropriate string in the next field. 
 
Figure 30: Example of call forwarding to an outside phone number with a long delay (for Centrex) 
Expanded Caller ID Support 
This feature was added in MaxCS 7.5 Patch 1. 
This feature is designed for support of Caller ID on Verizon SIP Trunks. Unless you are instructed by your service 
provider to set these values, you should only use these fields when you connect to Verizon SIP Trunks. 
Two new SIP Trunk options, Custom P-Asserted Identity and Diversion, have been added to the SIP Trunk Profile 
parameters.  
 Custom P-Asserted Identity allows you to insert a header into the SIP packet.  When this field is not empty, 
the specified header will be included in the SIP packet. 
 
Figure 31: Two new SIP Trunk Profile parameters 
 Custom Diversion. When this field is not empty, its content will be included in the SIP packet.    
						

							 
MaxCS 8.0 New Features Guide  Page 37 of 46 
If the field does not contain a semicolon, a suffix will be attached, as shown in red in the following line: 
Diversion: Custom diversion text;reason=unknown;privacy=off 
 if there is a semicolon in the text, the suffix will not be attached, as depicted in the following line: 
Diversion: Custom diversion text 
Release SIP Tie-Link Trunk 
This feature was added in MaxCS 7.5 Patch 1. 
This feature has been implemented to support various AudioCodes devices. We are providing a short overview 
here, for your convenience. For full AudioCodes configuration instructions, refer to the appropriate article for your 
AudioCodes model. Third-party configuration guides are stored in the AltiGen Knowledgebase, 
(https://know.altigen.com). 
Note: Not all PBX or services providers support SIP Refer or release link tie. 
This feature instructs the SIP Trunk provider to release both the inbound and the outbound legs of a transferred 
call once the transfer has been completed. 
To reach the parameters for this feature, Enable SIP REFER and Enable Centrex Transfer, double-click SIPSP in 
Boards view, click Board Configuration, and click SIP Group Configuration. Select the appropriate SIP Group and 
SIP server, and switch to the Settings tab.   
						

							 
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The extension-specific parameter for this feature, Enable SIP Tie-Link Trunk, is located on the PBX > Extension Con-
figuration page, on the General tab.    
To configure the SIP Trunk, refer to the section SIP Group Configuration starting on page 13. 
Figure 32: The “Enable SIP REFER” parameter for the SIP Trunk    
						

							 
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Figure 33: SIP Trunk configuration details 
To configure an individual extension, open its General tab and check the option Release SIP Tie-Link Trunk. This 
setting is supported for only virtual extension forwarding. 
 
 
SIP Trunk TLS Support 
This feature was added in MaxCS 7.5 Patch 1. 
MaxCS now supports TLS/SRTP on SIP Trunks.   
MaxCS SIP trunks will not verify a TLS far-end certificate. A self-signed certificate public key is provided under 
http://maxcs_ip_addr/altigen.crt, if the SIP trunk provider needs to verify the certificate.  TLS/SRTP secures the SIP 
signal and voice between MaxCS and SIP trunk service provider.  
The following devices are supported for TLS: 
 AudioCodes MP-11x 
Figure 34: Check the “Release SIP Tie-Link Trunk” option   
						

							 
MaxCS 8.0 New Features Guide  Page 40 of 46 
 AudioCodes Mediant 1000-B PRI / T1 
 AltiGen SIP Trunks 
When configuring SIP Trunks, you no longer see the option Automatic NAT Traversal.  After you upgrade to this 
release, your SIP Trunks will no longer have this parameter.  The option SIP Source Port has been changed to SIP 
Source Port (Non-TLS). The SIP Destination Port field in our example is set to 5061. For AltiGen SIP Trunks, this field 
should be set to port 5067. 
 
Figure 35: Changes to SIP Trunk parameters 
Another enhancement is found in Enterprise Manager.  The options “TLS” and “Persistent TLS/SRTP” in the codec 
settings are no longer available. All of the customer’s codec profiles that had the SIP Transport option set to TLS or 
Persistent TLS/SRTP will be updated to the new option TLS/SRTP automatically during the upgrade process. 
SIP Trunk parameters: Release 7.5 
SIP Trunk parameters: Release 8.0