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MaxAgent Manual

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Contents

Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i

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About MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

New in Release 6.5 Update1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . 2

ACT!/GoldMine® Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

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Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Installing MaxAgent on a Client System . . . . . . . . . . . . . . . . . . . . . 6

Uninstalling MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

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Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Version Mismatch Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

IP Extensions Using IP Talk. . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

When Connection Is Broken . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Overview of the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Toolbar Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Call Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Tabbed Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Changing Activity Status and Recording Activity Greetings . . . . 18

Setting Status to Ready or Not Ready . . . . . . . . . . . . . . . . . . . . . . 19

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Summary of Contents for MaxAgent

Page 1: ...MaxAgent Manual MAX Communication Server Release 6 5 Update1 12 2009 4503 0001 6 5 Update1 ...

Page 2: ...hnical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject to change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement AltiGen Communications Inc 410 East Plumeria Dr San Jose CA 95134 Telephone 888 AltiGen 258 4436 Fax 408 597 9020 E mail inf...

Page 3: ...t on a Client System 6 Uninstalling MaxAgent 6 Automatic Upgrade 6 Downgrade Procedure 6 CHAPTER 3 Getting Started 9 Logging In 9 Version Mismatch Dialog Box 11 Logging In Remotely 11 IP Extensions Using IP Talk 12 When Connection Is Broken 12 Overview of the Main Window 12 Status Bar 13 Toolbar Buttons 14 Call Information Panel 15 Tabbed Pages 16 Changing Activity Status and Recording Activity Gr...

Page 4: ... Placing Calls on Hold 31 Using Call Waiting 32 Transferring Calls 32 Displaying a Note on the IP Phone LCD 33 Making Conference Calls 35 Station Conferencing 35 MeetMe Conference 37 Working in the MeetMe Conference Window 38 Creating a Meeting 39 E mailing a Meeting Invitation 43 Starting and Stopping a Meeting 44 What the MeetMe Conference Host Can Do 44 Continuing a Meeting Beyond Its Duration ...

Page 5: ...rkgroup Performance 56 Viewing Queues 57 Pick Up Calls from Queue 58 Using ActiveX Control with Third Party Applications 58 CHAPTER 5 Configuring Your MaxAgent 59 Call Handling 63 One Number Access ONA 65 Before You Set Up ONA 66 Setting Up One Number Access 66 Message Notification 68 Working with Voice Mail Groups Distribution Lists 69 Working on Voice Mail Group Lists 70 Call Alert Options 72 Vo...

Page 6: ...rase 83 CHAPTER 7 MaxAgent in Microsoft Office Communicator 85 Installing MaxAgent for OCS 85 Using MaxAgent in Office Communicator 86 Calling an Extension from Office Communicator 90 Appendix A 93 Errors and Troubleshooting 93 Troubleshooting IP Connectivity from a Remote Location 94 Index 95 ...

Page 7: ...nting workgroup queue and performance data Setting up group meetings In addition MaxAgent integrates with Microsoft Outlook and Outlook Express ACT and GoldMine for caller screen pops and dialing out from these applications Call information can be stored to an internal or external CDR database for future review and analysis New in Release 6 5 Update1 The following features are new in Release 6 5 U...

Page 8: ... the next call This feature is available on the MaxCall tab A MaxCall license must be assigned to your extension before you can see the MaxCall tab Microsoft Outlook and Outlook Express Support MaxAgent 6 5 Update1 supports Microsoft Outlook 2003 and 2007 allowing you to obtain phone numbers to dial from a Microsoft Outlook Contact list MaxAgent also lets you see the incoming calls that have a mat...

Page 9: ...feature requires an IPTalk license for each user or an IPTalk session license ACT and GoldMine integration require an Integration Connector license for each user MaxCall requires a MaxCall seat license for each user or a MaxCall session license A system administrator can verify seat licenses in MaxAdministrator by selecting License Client SEAT License Management from the main menu ...

Page 10: ...4 MaxAgent Manual ...

Page 11: ...r Keyboard and mouse A sound card in the PC if using IPTalk MAX Communication Server ACC 6 5 Update1 or MAX Communication Server ACM 6 5 Update1 running on a server accessible to this client Pre Installation Checklist Before installing MaxAgent make sure the following is done MAXCS ACC ACM 6 5 Update1 has been installed on the system server TCP IP is enabled on both machines The client is able to ...

Page 12: ... 5 Update1 2 Click Remove and respond to any additional prompts Automatic Upgrade Each time you start up MaxAgent a comparison is made with the version of MAXCS ACC ACM that is running on the server If updates were made on the server and your version of MaxAgent is out of date you are prompted for upgrade permission If you automatically upgrade the MaxAgent startup is terminated and a software upg...

Page 13: ...MaxAgent Manual 7 Installation applications such as MaxCommunicator MaxSupervisor MaxOutlook AltiConsole and CDR Search 2 Reboot your system 3 Install the earlier MaxAgent software as appropriate ...

Page 14: ...8 MaxAgent Manual ...

Page 15: ...If you are connecting to the Internet through a modem connection before you log in establish a session connection from your PC to your local Internet service provider If you re using a low speed connection the login may take some time since a large amount of data is transferred to your desktop Logging In 1 If this is your first login to this MAX Communication Server ACC ACM system enter the system...

Page 16: ... If your extension is an IP extension and you will be using a headset check the Enable IPTalk softphone check box An AltiGen IPTalk license must be assigned to your extension Even if you do not have an IP phone as long as your extension is set up as an IP extension by your system administrator you can check the Enable IPTalk softphone check box See Logging In Remotely on page 11 for more informati...

Page 17: ...emote computer Your extension is configured as an IP or mobile extension by your system administrator You have an AltiGen certified IP phone or are using IPTalk Consult your system administrator or authorized AltiGen dealer for details on obtaining this equipment All the call handling functions are the same as when you log in locally with the exception of the ability to configure One Number Access...

Page 18: ...alls When Connection Is Broken When a connection with the phone server is broken a message box pops up asking if you want to connect again Clicking Yes will restore the connection without you having to go through the log in process again Overview of the Main Window Once you log in to MaxAgent the main window appears This window provides tools to manage and monitor calls and is your window into you...

Page 19: ...at lets you shrink the window Status Bar From the status bar you can do the following Change your activity state from the drop down list see Changing Activity Status and Recording Activity Greetings on page 18 If you have configured Call Handling to forward all calls see the target destination for example Call control tool bar See call Information here Configure Set your activity state Status bar ...

Page 20: ...mal size by selecting from the drop down menu Configure MaxAgent see Configuring Your MaxAgent on page 59 Open help Toolbar Buttons Toolbar buttons provide single click functions to connect hangup transfer send to voicemail hold conference send calls to AA auto attendant flash record redial intercom and enter account code The Login button lets you log in to other workgroups or log out of a workgro...

Page 21: ...e is present and MaxAgent is ready to dial out Error receipt of an error tone Hold the call is on hold Hold Pending the call is being transferred or conferenced Idle the extension is not in use Play VM playing voice mail The Duration field displays the duration of the voice mail as it plays The duration display does not reflect fast forward or fast backward Record recording an introductory message...

Page 22: ... it Accessing a Context Menu for a Call You can right click a call to access a context menu for that call Then select from commands available for that call Tabbed Pages Thirteen tabbed pages are available on the bottom half of the MaxAgent screen Voicemail Contacts Greeting Performance History Directory WG Status Speed Dial WG Voicemail MeetMe Monitor WG Queue and LinePark If you have enabled MaxC...

Page 23: ...roup and Note See Viewing the Call History on page 53 Directory Lists the extensions of people at the company Columns include Type local remote Extension Name Activity Department Location WG Status Shows the real time status of all the workgroups you re logged into Columns include Workgroup Number Workgroup Name Login Out Status Calls In Queue Calls In Queue SL Longest Queue Time New Agents Logged...

Page 24: ...er field then click the Connect button on the call control tool bar WG Queue Shows all the calls in queue You can pick up a call from queue if the system administrator has allowed it for your extension The following fields are included ID Group Queue Time Priority Queue Time Caller ID Caller Name DNIS Priority SKLR and Type See Viewing Queues on page 57 Changing Activity Status and Recording Activ...

Page 25: ... Setting Status to Ready or Not Ready The Ready Not Ready button is a toggle Click it to tell the system not to send workgroup calls to your extension Click it again to tell the system you are ready to receive workgroup calls Turning Do Not Disturb On and Off The button is a toggle that turns Do Not Disturb on and off When Do Not Disturb is on all incoming calls are forwarded according to your Ena...

Page 26: ...n MaxAgent shrinks to an icon in the tray in the lower right corner of your screen Exit If you are shutting down Microsoft Windows MaxAgent will exit automatically Otherwise to exit MaxAgent click the button at the top right of the MaxAgent window To exit MaxAgent when you have shrunk it to a single toolbar first restore it to normal size then click the exit button Shrinking MaxAgent To shrink Max...

Page 27: ...t on your Windows desktop but either icon appears in the Windows tray double click it to open the MaxAgent main window Searching in the Tabbed Windows Searching is available in these tabs Directory History Contacts Voice Mail WG Voicemail and Speed Dial To search 1 In the Search in field select the column you want to search in 2 Put your cursor in the field beside the magnifying glass and type wha...

Page 28: ...ndow edge or corner then drag the window to the size you want Specify the tabs you want to to display right click on the area just above the tabs A list of tabs appears Check the tabs you want to display and uncheck the tabs you don t want to display Specify the columns you want to see by right clicking a column heading and checking or unchecking columns in the pop up list Checked columns will be ...

Page 29: ...king the column heading An ascending first to last or descending last to first arrow appears Click the column heading again to sort in the reverse order If you click a column heading and all the data in that column is the same MaxAgent keeps the sort order of the previously clicked column Add remove and rearrange the toolbar buttons in MaxAgent by right clicking in the button area and choosing Cus...

Page 30: ...inished click OK Note When MaxAgent is shrunk to a strip at the top or bottom of your screen six buttons are initially displayed by default in the shrunken toolbar Connect Transfer To VM Hangup Redial Hold These are the only buttons available to a shrunken toolbar You can remove any of them in the way just described and add them back again When MaxAgent is made normal size the buttons you original...

Page 31: ...t arrow or the bottom arrow Once you start moving the group of tabs the arrows appear Move the cursor to an arrow and the tabs will be docked at the side you selected Drag and dock one tab by dragging it by its tab until the cursor is on the arrow where you want the tab to dock Make a tab a separate window independent of the MaxAgent main window by dragging it out by its tab or by double clicking ...

Page 32: ...26 MaxAgent Manual ...

Page 33: ...ge 32 Conferencing page 35 Recording Calls page 46 Using account codes page 46 In addition you can do the following Check voice mail page 48 Monitor other extensions page 51 View the history of calls page 53 E mail and IM from the Contacts tab page 55 Check workgroup status page 55 View your own workgroup performance page 56 View queues page 57 Answering Calls To answer a call click the word Ringi...

Page 34: ... by using the dial pad in MaxAgent Enter a name For names recorded in the system you can enter a name by using the keyboard on your computer to type the name Then select the name from the drop down list that opens The number for that name appears in the dialing field To close the drop down list or clear the dialing field click the x in the field You can click the Dial button to open the dial pad Y...

Page 35: ...o enable Smart Tags you can call phone numbers from Internet Explorer by clicking a green phone icon beside the number or from Microsoft Office programs by selecting Dial By MaxClient from a Smart Tag beside the number To find out more about this option and how to configure it see Enable Smart Tags on page 62 Note If you have more than one MaxClient installed MaxCommunicator MaxAgent MaxOutlook or...

Page 36: ... speed dial numbers and it lists speed dial numbers if any that have been set up for your extension by the system administrator system speed dial numbers You can see in the Type column which numbers are extension speed dial numbers and which are system speed dial numbers To call a speed dial number click the number in its Number column Setting Up and Editing Extension Speed Dial Numbers To set up ...

Page 37: ...s not on your MaxAgent screen you can display it by right clicking on a command button choosing Customize Toolbar Buttons and adding Redial to your Customize Bar list Click OK Or you can click the History tab and click the last number you dialed Placing Calls on Hold During a phone call either click the word Connected in the call s State cell or click the Hold button in the MaxAgent toolbar The st...

Page 38: ...e a trunk call and that note will be displayed on the MaxAgent screen of the person receiving the transfer The agent receiving the transfer can add data to this field but cannot delete data What you type in the User Data field for the call is also displayed on the History tab in the call s Note field Note If user data is written to an internal call the content is saved as a call memo but cannot be...

Page 39: ... then confirm or cancel the transfer At any time before or after the person you re transferring to answers the phone you can cancel the transfer by clicking the No button or by closing the dialog box If the transfer is canceled MaxAgent reconnects the call to your extension The call is also reconnected if the third party doesn t answer Displaying a Note on the IP Phone LCD If you want the note you...

Page 40: ...is ringing Transferring to Auto Attendant To transfer a call to an auto attendant while connected to the call click the To AA button The AA Selection box pops up Use the drop down list to select an auto attendant to transfer to You can sort the list by number or by name Note You can forward a call to an auto attendant without answering it by clicking the To AA button while the call is ringing Forw...

Page 41: ...tion Conferencing Using this method you may conference up to six calls Note In order to conference incoming calls Single Call Waiting Multiple Call Waiting or Live Call Handling must be checked in the MaxAgent Configuration window Extension Call Handling screen You may conference calls in the following ways Dragging While connected to one party drag a Hold call to the Connected call or drag a numb...

Page 42: ...Conference Calls You can cancel the conference using any of the following methods Click the No button in the conference confirmation dialog box Close the conference confirmation dialog box Click the FLASH button Right click the appropriate call and select Drop From Conference Normally after canceling you will be reconnected automatically to the initial call If you are not automatically reconnected...

Page 43: ... can monitor barge in listen to or coach the call MeetMe Conference If your company has this feature available you can schedule a phone meeting to take place at a specified time in the future and invite people to the meeting Invited people call the MeetMe conference extension number to join the meeting at the designated meeting time To schedule a phone meeting click the Schedule Meeting button The...

Page 44: ...ctions can also be performed on an existing meeting by right clicking the meeting and selecting from the context menu Click a column heading to sort by that column An arrow is displayed that indicates the sort order ascending or descending Click again to reverse the sort order Use the scroll bar at the bottom of the window to display additional columns if necessary Change column size by clicking a...

Page 45: ... Down arrows to select the year or you can type in a year and then press Enter Click the Calendar button again to close the calendar Creating a Meeting To create a meeting click one of the Create buttons The Create Meeting dialog box opens The following parameters apply to all meetings Parameter Description ID The conference ID is created by the system The options in the middle panel change depend...

Page 46: ...han 30 members by default all the members are muted The conference host can un mute up to 30 members concurrently Host Select the extension number of the host of this meeting The host can start and stop the meeting and can mute and drop meeting members Frequency Select the frequency of this meeting from the drop down list A weekly or monthly meeting can actually be specified as every 2nd week mont...

Page 47: ...y from the Frequency drop down list these are your options in the middle panel 1 Specify the duration of the meeting using the Up Down arrows 2 If the meeting is to begin as soon as it is scheduled select Now 3 If the meeting is to begin at another time select On Date and enter a date and start time To select a date click the Calendar button To select a start time click the Down arrow and use the ...

Page 48: ...er week every three weeks and so on 4 Check the day of the week on which this meeting will occur 5 In the Range of Recurrence panel use the Calendar button to select a date for the first meeting 6 Select End after x occurrences and choose the number of times the meeting is to occur or select End by and click the Calendar button to specify a date at which the meetings will cease Monthly Meeting If ...

Page 49: ...y name for example the first Monday of the month 5 If you use On Date the specified date for example the 10th day of the month may sometimes fall on a weekend day Check the box Hold during weekend if the meeting will be held even on a weekend day 6 In the Range of Recurrence panel use the Calendar button to select a date for the first meeting 7 Select End after x occurences and choose the number o...

Page 50: ...Admin can start and stop a meeting To start a meeting if you are the host select the meeting in the MeetMe Conference window and choose Start Once the meeting is started the host can log into it see Joining a MeetMe Conference on page 45 To stop a meeting before its scheduled duration is over select the meeting and choose Stop Manually stopping a meeting frees up resources Otherwise the resources ...

Page 51: ...riginal host will still be unmuted if he was unmuted before transferring hosting duties Continuing a Meeting Beyond Its Duration Time When the scheduled meeting time is up the meeting may continue if no other scheduled meeting needs the resources If another meeting is scheduled and the resources are needed for that meeting the current meeting is terminated Joining a MeetMe Conference Users calling...

Page 52: ...d to a call click the Record button or right click the call and select Start Recording from the context menu While a call is being recorded a round red icon appears in the call s Record column If your system administrator has set the Insert Recording Tone option for your extension both parties will hear a tone when the recording begins and every 15 seconds thereafter To pause recording Right click...

Page 53: ...ield at the bottom of the dialog box or enter to bypass the account code altogether Optional account codes You may enter an account code without being prompted To associate a call in progress with an account code Click the Account button or right click the number and choose Account Code from the menu The Account Code dialog box pops up 8 In the Account Code dialog box select an account code if a l...

Page 54: ...ges marked urgent are indicated by a red closed envelope When you have a message marked urgent the MaxAgent icon in the Windows tray and in the MaxAgent title bar becomes a red envelope and the Voicemail indicator in the status bar bears a red circle If the message is saved the envelope looks like this A paperclip symbol on the envelope indicates an attachment a voice mail message forwarded from a...

Page 55: ...e mail command buttons to perform the following functions If you click another message in the list the current message stops playing Save at Remote Server or Export Locally You can save a message as a wav file that you can play back later To do so select the message and click either the Save button or the Export button or right click the message and choose Save or Export Save saves the message aut...

Page 56: ...ield and type your note Or right click a voice mail entry and choose Note from the pop up menu Type your note and click OK Forwarding Voice Mail To forward a voice mail to an extension or a VM Group 1 Select the voice mail and click the Forward button or right click the voice mail and select Forward The VM Forward dialog box opens 2 Check the check box next to the group and or extension to which y...

Page 57: ... Click OK to complete the forwarding To record an introductory message 1 If you select the Record Introductory Message check box then when you click OK to complete the forward pick up the phone hand set and you ll hear a prompt to record the message 2 Record the message and press the pound key A confirmation appears on screen 3 Click OK to confirm and complete the action Note You can set up voice ...

Page 58: ...to Monitor To choose workgroups to monitor 1 Click the Monitor tab and click the Monitor button at the bottom of the Monitor page The Change Monitor dialog box opens Extensions workgroups to which your system administrator has given you monitoring rights are listed here 2 Select the check boxes next to the extensions workgroups you want to monitor and click OK If the list is long and you want to s...

Page 59: ...ll at your own extension Conferencing the extension is on a conference call Voicemail the extension is in voice mail Auto Attendant the extension is connected to an auto attendant Holding the extension is on hold Hold Pending the extension is on hold and an action is pending Virtual Extension Calling or Picking Up Calls If a monitored extension is Idle green dot you can click its Extension field t...

Page 60: ...ou sort on Date Time the calls are sorted by last disconnected and not in the order the call was received It is therefore possible to have a record with an earlier timestamp followed by a record with a later timestamp Also the timestamp for call data is based on the client system while the timestamp for voice mail messages is from MAX Communication Server Thus the times displayed here may not matc...

Page 61: ...Once the list is populated the numbers that appear on this tab can be called transferred to and conferenced just like any other number E mail a contact Click a contact s e mail address to open Microsoft Outlook where you can send an e mail to the contact Send an instant message If you have configured Enable OCS Client in the MaxAgent Configuration window click on a contact s IM address or OCS pres...

Page 62: ... each group total agents busy total agents not available and of calls that exceed threshold Viewing Your Workgroup Performance Click the Performance tab to view statistics on your workgroup calls and direct calls The data is collected from midnight If you have been removed from a workgroup by the system administrator all your statistics related to that workgroup will also be removed from the Perfo...

Page 63: ...a to a csv file click the Export button and you can print the data as a WG Queue Report click the Print button These are the fields on the WG Queue tab ID Call ID in the queue of one workgroup The ID is unique within a workgroup but may be repeated in all workgroups Group Workgroup name or workgroup number Queue Time Duration of the call in queue Priority Queue Time Duration the call has been in q...

Page 64: ... Third Party Applications The MaxAgent ActiveX Control Object is an ActiveX Object It works with MaxAgent by getting call related information from MaxAgent which acts as a server Based on the call information MaxAgent will implement corresponding actions such as popping up corresponding customer information and logging Caller ID into a database For more information on using ActiveX with MaxAgent r...

Page 65: ... notified about incoming voice messages Call Alerts screen pops and audio beeps Playing voicemail through handset or soundcard Integration integrating with a supported CRM Display Customization tab layout and theme selection IPTalk IPTalk settings Log enabling a log to be created for IPTalk and for this application MaxAgent to trace errors Note Some options may not be available to you Click the bu...

Page 66: ...system will automatically select the default trunk access code to place your call Enable Smart Tag If you check this option two things happen In Internet Explorer a phone icon will appear beside telephone numbers You can click the phone icon to make the call In Microsoft Office programs Office 2003 and 2007 a Smart Tag action icon will appear by a phone number From the Smart Tag s drop down menu y...

Page 67: ...lows Configuring Microsoft Office programs to display the Max Smart Tag 1 In each Microsoft Office program in which you want to use this feature select Tools AutoCorrect Options and click the Smart Tags tab The following figure shows the AutoCorrect dialog box in Excel 2 Check Label Data with Smart Tags and check Max Smart Tag 3 Click OK Enabling and Disabling the Max Smart Tag in Internet Explore...

Page 68: ...ition check either Ctrl Alt or Shift or a combination of these keys For example your shortcut might be Ctrl F2 or Alt Shift k Make sure the shortcut you define is not the same as a shortcut being used in any other program you re likely to have running 3 Click Apply You can use this option in conjunction with Auto Dial described next Enable Auto Dial If you check this box any phone number you dial ...

Page 69: ... the server s country code when returning a call from voice mail or when making a call from the History tab If this is not right for your situation check Disable Auto Format If the MAXCS server s country code is not USA Canada MaxAgent displays the check box Insert long distance international dialing prefix When checked MaxAgent will add the long distance international dialing prefix corresponding...

Page 70: ...l Handling settings described below Checking Enable Do Not Disturb here has the same effect as clicking the DND button in the MaxAgent main window Busy Call Handling and No Answer Handling You can use these options to specify how you want to handle incoming calls when you re already on the phone or when you can t answer the phone for example when you ve checked Enable Do Not Disturb If you want to...

Page 71: ...sets up single call waiting This feature gives an alert tone audio beep to indicate that a call is waiting Single Call Waiting must be selected in order to conference incoming calls Multiple Call Waiting enables a non workgroup queue of multiple calls waiting You must also select the Place Call In Queue option under Enable Busy Call Handling to enable this option This allows you to transfer or par...

Page 72: ...t conflict with ONA Specifically Enable Do Not Disturb must not be checked If it is when your line is busy all calls will go into voice mail and not to the ONA forwarding numbers you specify Enable Forward to must not be checked If it is all calls will be forwarded according to this setting See Call Handling on page 63 for details on these settings Setting Up One Number Access To set up one number...

Page 73: ...l number Note If you enter no numbers in the Caller ID Verification fields and ONA is enabled ONA is made available to every caller Using a Password You can use a Caller ID Verification field to enter a password number such as 5555 so that a caller who knows this password can use ONA to find you regardless of where they are calling from Tell the caller to dial 1 during your personal greeting and t...

Page 74: ...ring machine will connect and will not try any subsequent Forwarding Numbers Therefore if you want ONA to use such an option as a last resort it should be Forwarding Number 4 You can set the ONA ring duration from 5 to 45 seconds using the Ring drop down lists Default value is 20 seconds The system will ring the ONA target during the specified time limit If the ring time exceeds 30 seconds the sys...

Page 75: ... use the drop down list to select the trunk access code and then type in the number Voice Mail Groups You can set up and edit voice mail groups Note You can also configure Message Notification through the AltiGen Voice Mail System Working with Voice Mail Groups Distribution Lists You can set up voice mail groups distribution lists to forward messages to multiple recipients at the same time You can...

Page 76: ...You can however add a comment that is displayed in your MaxAgent Personal groups can be set up and modified in MaxAgent or in your AltiGen Voice Mail System Working on Voice Mail Group Lists To work on your personal voice mail groups on the Message Notification page click the VMGroup Edit button The following dialog box appears ...

Page 77: ...r extensions by selecting the check box next to each extension 5 When finished click OK Click the Clear button to deselect all extensions or click Cancel to exit without saving your edits To change a personal voice mail group 1 Click the VM Group Edit button The VM Group Edit dialog box opens 2 Select the group you want to change and click the Change button 3 Make any changes you need to make for ...

Page 78: ...e MaxAgent is minimized on the taskbar the MaxAgent main window pops up You can then answer the call or perform other MaxAgent actions For MaxAgent to pop up you cannot have closed the application entirely Inbound call alert When a new call comes in a window pops up and gives you the option to answer the call or send it to voice mail Audio Beep Your PC beeps you when you have a call Auto Close The...

Page 79: ...irst crossed For example if you have configured your MaxAgent to show the alert when calls in queue CIQ exceeds 3 the window will pop up only when CIQ changes from 3 to 4 it will not pop up again when CIQ changes from 4 to 5 or more Voice Mail Play Options Choose Options Play Voicemail in the Configuration screen to set voice mail play options You can choose to play your messages on your phone set...

Page 80: ...tion screen Use Database Selector Check this check box to allow integration of your company s CRM database with your MaxAgent then select your CRM program from the Select current database drop down list Update database when click OK button When you check this check box MAX Communication Server refreshes the data MaxAgent accesses from the database Note If you select Outlook MAX Communication Serve...

Page 81: ...the Microsoft OCS client which allows you to initiate instant messaging from MaxAgent Sign in URL The URL of the Microsoft OCS client Server The IP address of the Microsoft OCS client Use Windows default credentials Either check this check box to use Windows default credentials or enter the OCS domain account name and account password in the appropriate fields Note The OCS needs to be in the same ...

Page 82: ...click OK To restore all call control buttons tabs and application window sizes to the default settings check Restore to default layout and click OK Theme Selection Choose the display theme of your MaxAgent in the Configuration window s Customization Theme Selection screen ...

Page 83: ...Configuration Select a theme and click Apply to see the change or click OK to accept the theme The theme changes without restarting MaxAgent IPTalk If you re using IPTalk set the options in the IPTalk configuration screen ...

Page 84: ...istrator 802 1 This setting is related to the priority given to voice packets traversing your network For guidance on setting this value see your system administrator From the Voice Through drop down list choose the sound card that will carry the incoming and outgoing voice It could be a sound card in your PC or it could be a USB based sound card in your headset system From the Ring Through drop d...

Page 85: ...P protocol For guidance with these settings see your system administrator Log If you want the system to keep error logs for troubleshooting check the appropriate box in the Log screen in the Configuration window Logs are stored in your Documents and Settings username Local Settings Application Data AltiGen MaxAgent folder The Enable IPTalk Log check box is available only if you re using IPTalk The...

Page 86: ...80 MaxAgent Manual ...

Page 87: ...swers by clicking a button you can hand the call over to the MAXCS system which then plays the phrase you selected This frees your extension to make the next call The feature is available on the MaxCall tab A MaxCall license must be assigned to your extension before you can see the MaxCall tab Logging in to MaxCall When you log in to MaxAgent check the Enable MaxCall check box When you are logged ...

Page 88: ...or each campaign Using a Phrase 1 From the Campaign Transmit CID drop down list select the campaign applicable to your call If the callee s phone displays caller ID his display will show the caller ID configured for this campaign instead of the actual caller ID 2 Make a call 3 If you get the other party s voice mail click the Transfer to Phrase button MAXCS takes control of the call and plays the ...

Page 89: ...notifies you and adds the new phrase to the phrase list in MaxCall The length of the phrase is added to the Duration column Reviewing a Phrase To review a phrase 1 Click the Add Review Phrase button The Add Review Phrase dialog box opens 2 Select the Review Delete button 3 Select a phrase to review from the drop down list 4 To delete the phrase without listening to it click the Delete button You r...

Page 90: ...84 MaxAgent Manual 7 You can delete the phrase after listening or simply exit the dialog box ...

Page 91: ...ments and preparation are the same as for the stand alone version of MaxAgent See Installation on page 5 In addition Your system must be able to run Microsoft Internet Explorer You must have Microsoft Office Communicator 2007 R2 or higher installed Follow these steps on the client machine 1 Exit all Windows applications 2 Insert the MAXCS 6 5 Update1 Clients CD into the CD ROM drive 3 Open the Max...

Page 92: ... the following panel appears at the bottom of Office Communicator 1 Enter your MAXCS server s IP address your extension and your password 2 Check any check boxes you want to and click Sign In 3 At the Workgroup Login check workgroups you want to log in to and click OK When you are signed in MaxAgent appears within Office Communicator at the bottom of the Office Communicator window ...

Page 93: ...ck Away No pop up keypad beside the dialer box Ready Not Ready and DND Off On are not on the toolbar You can add DND Off On to the toolbar in the Toolbar Customization dialog box right click the toolbar and click Customize No Voicemail shortcut button No State Top Normal Bottom button A Switch button is on the right side of the toolbar Click it to switch between call pane view and workgroup status...

Page 94: ...Accessing help for MaxAgent The About box opens The call information pane is different in the following ways By default this area shows calls To switch the view between calls and workgroup status click the Switch button at the right of the toolbar In the About box click the Help button Click to switch to workgroup information Click to switch to call information ...

Page 95: ...and dismiss The Windows taskbar shows a button for this separate window MaxAgent for OCS When you close Office Communicator the MaxAgent tabbed pages window closes too Figure 3 All MaxAgent tabbed pages open in one separate window Tabs have a fixed order You cannot reorder them To select the tabs you want available to you in Office Communicator right click anywhere on the tab bar and a list of tab...

Page 96: ... the space at the right of the tabs to open the list of tabs Clicking anywhere else does not open the list The configuration screens are different in the following ways Integration with ACT and Goldmine CRM software programs is not supported in MaxAgent for OCS as it is in stand alone MaxAgent No different theme selection is available Calling an Extension from Office Communicator You can call an e...

Page 97: ...MaxAgent Manual 91 Installation ...

Page 98: ...92 MaxAgent Manual ...

Page 99: ...ail box in use Mail box is in use by the AltiGen Voice Mail Sys tem and is temporarily unavailable Wait awhile then try again Mail service is unavail able Please check with your administrator Voice mail service is not enabled on MAX Com munication Server Make sure voice mail service is started Please register AlpInter face dll regsver32 AlpInterface dll MaxAgent uses this dll to communicate with M...

Page 100: ...n enter Ping IP address ENTER where IP address is the MAX Communication Server system you want to connect to An example of the IP address format is 123 234 231 143 If you do not get a response contact your LAN administrator for support Also check to verify that the necessary ports are open The version of Max Agent on your desktop is out of date The installed version of MaxAgent does not match the ...

Page 101: ...unicator 90 using shortcut keys 29 62 conference call 35 Conference state 15 conferencing MeetMe 37 station 35 configuration call handling 63 general 60 connected 15 contacts screen pop configuring 75 CRM integration 74 D databases 2 dialing by name 28 by number 28 speed dial 30 dialtone 15 distribution lists 69 Do Not Disturb 64 downgrade procedure 6 drop from conference 36 E echo suppression 78 ...

Page 102: ...eting creating 39 MeetMe creating a meeting 39 MeetMe conference 37 Microsoft Outlook 2 Microsoft Outlook integrating with 74 minimize 21 monitor window 52 monitoring 51 MS Office Smart Tag auto dialing from 60 configuring in MaxAgent 60 multiple call waiting 65 N no answer handling 64 O Office Communicator MaxAgent in 85 ONA ring duration 68 One Number Access password 67 One Number Access setup 6...

Page 103: ...61 speed dial list 30 station conferencing 35 Switch button in MaxAgent for OCS 88 system requirements 5 T TCP socket 94 ToS Hex 78 transfer to auto attendant 34 transferring calls to voice mail 34 troubleshooting connectivity 93 troubleshooting IP connectivity 94 U uninstall 6 V voice mail forwarding 50 playing 48 voice mail group 69 voice recording 48 voice through list 78 W Windows tray 21 work...

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