In today's competitive marketplace, the corporate phone system is becoming ever more
business-critical because of the need for complex communications functionality. Perhaps
more so than their large-enterprise counterparts, small to medium-sized businesses need
the ability to communicate via voice over an analog or digital phone, have desktop call
control functionality, and be able to access voice mail from a remote location. As for the
corporate phone system itself, in the near future, many switches will also need to offer
the option of voice communication over an IP network (Internet telephony). As technology
advances, small businesses (as well as larger ones) must keep pace with the ever-changing
telephony environment or risk ceding a crucial advantage to the competition.
The AltiGen AltiServ system offers many of the communications features necessary for
small to medium-sized businesses to survive in this new technological world. The system is
easily scalable by adding a Quantum board whenever a business requires more trunks and
extensions. The maximum number of trunks that can be attained is 24, and the maximum
number of extensions is 120. The AltiServ system is also reliable in that one line per
board continues to operate, even in the event of a power failure or if the PC operating
system fails.
INSTALLATION
Although AltiServ is not a turnkey system, the server came preconfigured to TMC Labs.
Normally, any Quantum boards (each board has 12 analog ports to provide trunks and voice
resources with the use of DSP technology) needed for a user's particular requirements must
be installed into the server's expansion slots, or the boards can be used individually
with a third-party application platform. Then, the system software must be installed.
Deciding whether to use AltiWare Classic Edition (CE) or AltiWare Open Edition (OE) - in
both cases, the latest version is 2.1 - depends on the current needs of the user. AltiWare
CE is less expensive but does not have as much functionality as AltiWare OE. For smaller
businesses that have only one location, AltiWare CE might work out just fine; however in
our case, we tested AltiWare OE due to its support of AltiWare IP (utilizing voice over IP
to communicate between at least two different AltiGen servers).
System Software
Once you have configured an NT Server, installing either system software is as easy as
following the instructions on the wizard setup screens, but AltiGen recommends that a
modem or a sound card should not be installed on the system. On this same course of
thought, for clients, AltiServ voice messages cannot be played over your computer via the
sound card. We think it would be a welcome addition if AltiGen decided to implement that
feature.
Originally, we installed AltiWare OE on two servers, but we wanted to see what features
Altiware CE had that were different from AltiWare OE. Because AltiWare CE was installed on
top of AltiWare OE on one of the servers, we received a message telling us to manually
stop AltiGen's switching and messaging services before the setup could continue. To do
this, we went to Control Panel, clicked the Services Icon, and stopped running the
appropriate features.
Then we reinstalled AltiWare OE. For this more feature intensive system software, setup
initially stops AltiWare services itself, so that it can run the rest of the setup
effectively. This process takes about a minute. From then on, we used AltiWare OE version
2.1 exclusively. (The rest of this review only refers to the OE system software.)
To take advantage of the VoIP functionality, the AltiWare IP software must be installed
on at least two servers (two remote offices is a likely scenario). This is an easy
process, and when finished, the features within this software option integrate seamlessly
into AltiWare OE version 2.1. After this installation, an IP Dialing Table tab is added to
the system configuration screen of the AltiWare Administrator for each server.
Administration Software
Since the system came to TMC Labs preconfigured, our initial goal was to configure the
AltiWare Administrator to fit our needs. After logging into the system by typing the
default password (which afterwards should be changed), we checked the default settings and
features available on the system. We pressed the System Configuration button and clicked
on the Number Plan tab. We then made sure that a first digit was assigned for both an
operator and for IP trunk access. The first digit refers to the number or symbol that you
would first press on the telephone keypad to define how the AltiServ system responds.
We followed that by clicking on the IP Dialing Table tab. Since we had already
specified an IP address for each NT Server, we expected - and found - that the IP
addresses were displayed in the dialog box. Here, we wanted to see if an IP address could
dynamically be assigned (via DHCP) since some Internet telephony gateways require static
IP addresses and will not work with DHCP. Later, when we tested the IP functionality, we
did not have any conflicts or problems making the call for a dynamically assigned IP
address.
We also wanted to change the dialed digits from the system defaults to the numbers we
wanted to use. This proved a little more difficult than it should have been. Instead of
just changing the number, we had to delete the entire entry and then add back the
Destination (server name), Internet Address, and Remote Extension Length (Exten…) in
addition to changing the dialed digits. We also found that we couldn't use the Delete key
on the keyboard, so we had to settle for pressing the Delete button on the GUI.
There are other interesting features in the System Configuration screen as well. For
one, the administrator can have up to 59 speed dials. For another, the administrator has
the luxury of setting the area code specification that fits the state where your office
is. Each state seems to have a different rule about how area codes are dialed, so having
this feature is a definite plus for AltiGen's AltiServ system.
Before we were finished examining the default configuration settings for AltiWare
Administrator, we had to check the trunk and extension configurations. The only additional
feature we enabled besides what was already enabled was multiple call waiting, which was
in the Answering tab of the Extension Configuration screen.
Client Software
We then proceeded to install the AltiConsole client software, which is usually used
exclusively for operators. This was surprisingly difficult. (On the other hand, AltiReach,
an intuitive Internet browser-based GUI, is employed for all other end-users.) We
initially installed the AltiConsole client on a Windows 98 client and were greeted by a
TAPI warning. If we pressed okay, the AltiConsole screen disappeared. We changed clients,
and the problem did not appear again. However, the client we changed to was not Windows
98, so we are unsure whether the error was that particular client, a Windows 98 problem,
or a compatibility problem between Windows 98 and the AltiServ system.
Finally, we set up the phones themselves by connecting a breakout amphenol cable from
the server to a phone block. We did this for both servers to create two different sets of
extensions. Obviously, we had already connected the power chord and 10Base-T Ethernet, or
we would not have already been able to access AltiWare Administrator.
DOCUMENTATION
For such a complex system, we were able to understand the material with relative ease.
Whether you needed information on AltiWare OE or just needed some quick information from
the AltiServ User Pocket Guide, the documentation was concise and easy to follow. Except
for the very occasional intervals of needing to read over some information, trying to
decipher what small detail may be missing, or wading through a few repetitive areas, both
the online and printed documentation was extremely strong.
FEATURES
The AltiServ system has abundant features. The following list of features is either
integrated in AltiWare OE or can be added to the AltiServ system:
- PBX features - including caller ID, multiple call waiting with personalized greetings,
conference calling, blind and supervised transfers, DID, one-number access, schedule-based
call routing, and virtual extensions (not a physical extension, but allows telephone
sharing and AltiMail features).
- AltiMail Voice Messaging Features - including call forwarding from voice mail, making a
call from AltiMail, and boomerang functionality (attain second dial tone to make calls and
return to voice mail on the same call).
- TAPI 2.1 and MAPI 1.0 support.
- Automatic Call Distribution (ACD) features - such as call queuing and workgroup call
routing.
- Attendant features - such as dial by name, multiple attendant support, and
schedule-based call processing (routes according to time of day).
- Internet Integration features - including forwarding e-mail or voice mail to an
SMTP-based mail server, use of any SMTP/POP3 e-mail client to send and retrieve e-mail,
built-in e-mail server, synchronization between the AltiServ and Microsoft Exchange
server, and AltiReach (a Web-based management tool for visually managing call handling
options).
- AltiConsole - an add-on attendant console application used by an operator that has
desktop call control functionality for a client system.
- AltiWareIP - an add-on platform that allows for VoIP functionality and can link with
H.323 applications such as Microsoft NetMeeting.
OPERATIONAL TESTING
After we finished with the installation and configuration process, we tested dialing from
one extension to another on the same server. We also tested transferring calls, call
conferencing, parking calls, and accessing voice mail. All of this went off without a
hitch.
Then we tested calling over IP from one server to the other. Although we had to enter
an extra number or two into our phone keypad to make the call, it worked without a
problem. However, if we did not happen to know the dialed digit (first number) needed to
call the other server as well as the extension number, we would not have been able to make
the call. This is a liability only because it forces everyone in a particular company to
know which number to dial to reach which server. For example, if a company has numerous
office branches in different locations, every employee would have to know which dialed
digit to press for the branch they wish to call. Even though a simple table on everyone's
desktop could easily solve that problem, this is still something that we feel should be
addressed. Perhaps an automatic routing table could be used to determine the "best
case" scenario for routing each call.
Furthermore, it took a few seconds longer than we expected for the VoIP call to
connect. Once it did connect, however, we could hear each other clearly - the connection
was almost noise-free. After testing a regular VoIP call, we called an extension on the
same server and transferred the call to an extension on the other server. We did this as a
call conference as well. Both VoIP calls worked without a problem.
It was now time to open the AltiConsole Version 2.1 client software. We tested many of
the call control features supported by AltiConsole, including dialing to and from the
client, blind and supervised transfers, and conference calls. All of these features worked
well. You could even roll back from a conference call to a regular call. However, there
were still a few details about AltiConsole that bothered us. The GUI is easy to use, but
it is also designed as one clunky window. You cannot make the screen smaller, so you
cannot view other applications at the same time as AltiConsole. Instead, you either have
to minimize AltiConsole or toggle to the appropriate application you want to use. Both of
these methods are inefficient, especially if you want to view both the AltiConsole and the
other application. The AltiWare Administrator GUI has the same overall problem, but you
can move the many windows within the screen as you see fit. This makes AltiWare
Administrator snazzier and more adaptable.
ROOM FOR IMPROVEMENT
AltiGen's AltiServ system is an efficient PC-PBX. Of course, there are areas where the
system can be improved, some of which we already mentioned above. When configuring the IP
Dialing Table, you shouldn't have to delete and then add back an entry just because you
want to change the dialed digit. For this, an edit function should be added. You should
also be able to use the delete key on your keyboard. The GUIs could also be more flexible
to the user, especially AltiConsole, so that they conform a little more to Windows
conventions.
Even though AltiConsole was effective for the most part, the client did not have the
ability to answer a phone call via the computer with the phone on-hook. If a call is
coming from any phone, operators must pick up their phone before they can use the GUI.
Giving the user a choice of answering either through the client or the actual phone set
would be better.
The AltiServ system can transfer a call to voice mail and can notify you of a call.
However, you must access your voice mail through your phone and cannot play the message
through your computer using either AltiConsole or AltiReach. Playing back your voice mail
through a soundcard via the browser would be advantageous to end-users at any time,
whether they are in the office or on the road.
CONCLUSION
We decided to give the AltiGen AltiServ system an Editors' Choice Award for a number of
reasons. For the most part, the system is easy to manage, install, configure, and use. It
also has plenty of features, including functional VoIP software, which most competitive
PC-PBX's do not yet have. Finally, it is a scalable system that runs on a single
integrated platform. The AltiGen AltiServ system has been around longer than most PC-PBXs,
thus ensuring a feature-rich and reliable platform. |
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