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MaxCommunicator

™

Manual

MAX Communication Server

Release 6.5 Update1

12/2009 4503-0001-6.5 Update1

Summary of Contents for MaxCommunicator

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

Page 2: ...nical 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 acc...

Page 3: ...System 6 Uninstalling MaxCommunicator 6 Automatic Upgrade 6 Downgrade Procedure 7 CHAPTER 3 Getting Started 9 Logging In 9 Version Mismatch Dialog Box 10 Logging In Remotely 10 IP Extensions Using IP...

Page 4: ...Call Waiting 29 Transferring Calls 30 Conference Calls 31 Station Conferencing 32 MeetMe Conference 34 Working in the MeetMe Conference Window 35 Creating a Meeting 36 E mailing a Meeting Invitation 4...

Page 5: ...ormation 54 Call Handling 57 One Number Access ONA 59 Before You Set Up ONA 59 Setting Up One Number Access 60 Message Notification 62 Working with Voice Mail Groups Distribution Lists 63 Working on V...

Page 6: ...fice Communicator 77 Installing MaxCommunicator for OCS 77 Using MaxCommunicator in Office Communicator 78 Calling an Extension from Office Communicator 82 Appendix A 83 Errors and Troubleshooting 83...

Page 7: ...and Microsoft Office programs can be dialed through your active MaxAgent MaxCommunicator MaxOutlook by either clicking an icon in Internet Explorer or choosing Dial by MaxClient from a Smart Tag in Mi...

Page 8: ...ior to using this feature ACT GoldMine Support MaxCommunicator 6 5 Update1 supports ACT 2006 2007 2009 2010 and GoldMine 6 5 6 7 and 7 0 contact management software allowing you to obtain phone number...

Page 9: ...MaxCall requires a MaxCall seat license for each user or a MaxCall session license A system administrator can assign and verify seat licenses in MaxAdministrator by selecting License Client SEAT Lice...

Page 10: ...4 MaxCommunicator Manual...

Page 11: ...C 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 MaxCom...

Page 12: ...art menu select Control Panel Add Remove Programs MaxCommunicator 6 5 Update1 to uninstall MaxCommunicator 2 Click Remove and respond to any additional prompts Automatic Upgrade Each time you start up...

Page 13: ...Go to Control Panel Add Remove Programs and remove the MaxCommunicator 6 5 Update1 program and ALL OTHER 6 5 Update1 client applications such as MaxAgent MaxOutlook MaxSupervisor AltiConsole and CDR...

Page 14: ...8 MaxCommunicator Manual...

Page 15: ...icator to run 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 l...

Page 16: ...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 Loggin...

Page 17: ...ing your Extension and Password as usual 3 If you will be using a headset plugged into your PC check the Enable IPTalk softphone check box An AltiGen IPTalk license must be assigned to your extension...

Page 18: ...uttons tabs and columns you need and their order of appearance the sort order and so on See Customizing the Display on page 20 If you checked Enable IPTalk when you logged in the right side of the too...

Page 19: ...ation for example See the number of unopened voice mails Turn Do Not Disturb DND on and off see Turning Do Not Disturb On and Off on page 18 If you re using IPTalk you can mute the call using the Mute...

Page 20: ...l is being recorded State the state of the currently active call AA the call is being transferred to an auto attendant Busy callee is busy or not available Call Pending the call is placed into a workg...

Page 21: ...our workgroup number for this call DNIS the DNIS number if appropriate Duration duration of the call Conference indicates the conference host To hide a column you don t want to see right click a colum...

Page 22: ...Caller Name Number Department Location DNIS and Duration See Monitoring the Activity of Other Extensions on page 48 Line Park Shows calls parked for line park groups that you are a member of You can...

Page 23: ...our system administrator may have configured additional activities to select from The activity category you select appears beside the button Keep your Activity status updated You can record a differen...

Page 24: ...screen Exit If you are shutting down Microsoft Windows MaxCommunicator will exit automatically Otherwise to exit MaxCommunicator click the button at the top right of the MaxCommunicator window To exi...

Page 25: ...he Windows tray double click it to open the MaxCommunicator main window Searching in the Tabbed Windows Searching is available in these tabs Directory History Contacts Voice Mail and Speed Dial To sea...

Page 26: ...see To select the tabs you want to display right click on the area to the right of the tabs A list of tabs appears Check the tabs you want to display and uncheck the tabs you don t want to display Spe...

Page 27: ...pears 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 MaxCommunicator keeps the sort order of the previously click...

Page 28: ...hed click OK Note When MaxCommunicator 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 Hold Transfer To VM Hangu...

Page 29: ...he left 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 dr...

Page 30: ...24 MaxCommunicator Manual...

Page 31: ...d page 29 Using call waiting page 29 Transferring calls page 30 Conferencing page 31 Recording Calls page 43 Using account codes page 43 Using voice mail page 44 Monitoring other extensions page 48 Vi...

Page 32: ...r 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...

Page 33: ...ient 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 M...

Page 34: ...e Extension Speed dialog box pops up 2 Enter a name number and note if desired When you add an outside number all relevant prefix digits such as trunk or route access number the long distance prefix 1...

Page 35: ...the Hold button in the MaxCommunicator toolbar The state of the call is changed from connected to a hold state and you will hear the dial tone Click Hold in the call s State cell to release the hold...

Page 36: ...s on the Directory Speed Dial Contacts or Monitor tab click it Then click Transfer You re asked to confirm the transfer by clicking the Yes button in a confirmation dialog box You can click Yes before...

Page 37: ...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 Forwarding Calls Using Do Not Disturb If allowed click the DND button...

Page 38: ...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 number from th...

Page 39: ...ce 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...

Page 40: ...an 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...

Page 41: ...at a time Functions 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 t...

Page 42: ...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 T...

Page 43: ...ce has more than 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...

Page 44: ...m 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...

Page 45: ...eek every other 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...

Page 46: ...e 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 m...

Page 47: ...nistrator 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 int...

Page 48: ...al 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 ot...

Page 49: ...call While connected 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 R...

Page 50: ...tional 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 Cod...

Page 51: ...he envelope looks like this A paperclip symbol on the envelope indicates an attachment a voice mail message forwarded from another extension Dealing with Voice Mail Select the message and use the voic...

Page 52: ...hat 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 automatically...

Page 53: ...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 ex...

Page 54: ...extension for monitoring specific other extensions you can monitor the activity on those other extensions or view call history If you re a manager for example you might monitor to determine whether y...

Page 55: ...t will be listed in the Monitor window Reading the Monitor List The monitor window includes these fields State Extension Name Activity DND FWD Caller Name Number Department Location DNIS and Duration...

Page 56: ...the History tab to view data about handled calls Note Click on the column headings to sort the data The History tab displays the following fields Direction indicates if the call is incoming or outgoin...

Page 57: ...he duration of the call DNIS DNIS digits collected if available Group Group number or name Note a note attached to the call To enter a note double click the Note field and type your note Use the Delet...

Page 58: ...can send an e mail to the contact Send an instant message If you have configured Enable OCS Client in the MaxCommunicator Configuration window click on a contact s IM address or OCS presence field to...

Page 59: ...be 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...

Page 60: ...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...

Page 61: ...x 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...

Page 62: ...addition 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 u...

Page 63: ...stems Otherwise this feature will not work Note The call being transferred must originate from an AltiGen PBX system running AltiWare ACC ACM 5 0 or later or MAXCS ACC ACM 6 0 or later Disable Auto Fo...

Page 64: ...he MaxCommunicator 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 a...

Page 65: ...party is in voice mail paging transfer or conference state One Number Access ONA If you are expecting calls that you want to receive regardless of where you are you can have the system forward those...

Page 66: ...will be forwarded according to this setting See Call Handling on page 57 for details on these settings Setting Up One Number Access To set up one number access 1 Click Extension One Number Access in t...

Page 67: ...cal 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 ent...

Page 68: ...swering 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 ri...

Page 69: ...ber 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 thro...

Page 70: ...ou can however add a comment that is displayed in your MaxCommunicator Personal groups can be set up and modified in MaxCommunicator or in your AltiGen Voice Mail System Working on Voice Mail Group Li...

Page 71: ...ber 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...

Page 72: ...een Pop When a new call comes in the MaxCommunicator main window pops up You can then answer the call or perform other MaxCommunicator actions For MaxCommunicator to pop up you cannot have closed the...

Page 73: ...them on your sound card you can have the message play as it downloads or you can download it completely and play it on an external media player CRM Integration MaxCommunicator can access phone numbers...

Page 74: ...main Contacts folder which will take a few moments Once the data is loaded you can close the Configuration window reopen it and click the Select Folder button that now appears to choose which Contacts...

Page 75: ...the same domain as MAXCS Tab Layout You can choose which tabs you want to display in MaxCommunicator by right clicking in the space to the right of the tabs in the main window and selecting the tabs y...

Page 76: ...ator in the Configuration window s Customization Theme Selection screen Select a theme and click Apply to see the change or click OK to accept the theme The theme changes without restarting MaxCommuni...

Page 77: ...stem administrator 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...

Page 78: ...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...

Page 79: ...l a call and the other party answers 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 fe...

Page 80: ...names and the transmit caller ID for 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 h...

Page 81: ...CS 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 butto...

Page 82: ...76 MaxCommunicator Manual 7 You can delete the phrase after listening or simply exit the dialog box...

Page 83: ...OCS Requirements and preparation are the same as for the stand alone version of MaxCommunicator See Installation on page 5 In addition Your system must be able to run Microsoft Internet Explorer You m...

Page 84: ...etects that you have MaxCommunnicator for OCS installed and the following panel appears at the bottom of Office Communicator 1 Enter your MAXCS server s IP address your extension and your password 2 C...

Page 85: ...Meeting in MaxCommunicator and Be Right Back Away No pop up keypad beside the dialer box DND Off On is not on the toolbar You can add it to the toolbar in the Toolbar Customization dialog box right cl...

Page 86: ...axCommunicator Figure 2 Accessing help for MaxCommunicator The About box opens The call information pane is different in the following way Only the Record State Name and Number columns are visible by...

Page 87: ...tanding MaxCommunicator Each tab is displayed in full If there is not enough room in Office Communicator to display all the tabs you selected you can click the drop down arrow to the right of the tabs...

Page 88: ...unicator Manual Calling an Extension from Office Communicator You can call an extension from Office Communicator To do so right click an extension in Office Communicator and choose Call Extension from...

Page 89: ...Try using the IP address of MAX Communication Server if using the DNS name in the server field Cannot access voice mail list while mail box in use Mail box is in use by the AltiGen Voice Mail System...

Page 90: ...mat 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 Cannot use IP Exten sion integrated with IPTalk Yo...

Page 91: ...e Communicator 82 using shortcut keys 27 56 conference call 31 Conference state 14 conferencing MeetMe 34 station 32 configuration 53 call handling 57 general 54 connected 14 contacts screen pop confi...

Page 92: ...53 MaxCommunicator for OCS differences 77 getting help in 80 installing 77 requirements 77 working with tabbed pages 81 meeting creating 36 MeetMe creating a meeting 36 MeetMe conference 34 MeetMe ta...

Page 93: ...in Internet Explorer 55 configuring in MaxOutlook 54 configuring in Microsoft Office 55 speed dial list 28 Speed Dial tab 16 station conferencing 32 system requirements 5 T TCP socket 84 ToS Hex 71 tr...

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