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MaxAgent Manual

Summary of Contents for MaxOutlook

Page 1: ...MaxOutlook Manual MAX Communication Server Release 6 7 May 2012...

Page 2: ...e liable for technical 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...

Page 3: ...otely 8 IP Extensions Using IPTalk 9 When Connection Is Broken 9 Overview of the Main Window 10 Status Bar 11 Call Handling Toolbar 12 Call Information Panel 13 Tabbed Pages 14 Changing Activity Statu...

Page 4: ...nuing a Meeting Beyond Its Duration Time 40 Joining a MeetMe Conference 41 Recording Calls 41 Recording on Demand 41 Using Account Codes 42 Using Voice Mail 43 Dealing with Voice Mail 44 Save at Remot...

Page 5: ...Voice Mail Groups Distribution Lists 62 Working on Voice Mail Group Lists 62 Call Alert Options 64 Voice Mail Play Options 64 CRM Integration 65 Tab Layout 67 IPTalk 68 Log 70 CHAPTER 6 Using MaxCall...

Page 6: ...vi MaxOutlook Manual...

Page 7: ...atching record in the Contact list You must set up the Outlook Contacts list prior to using this feature Note Unlike MaxCommunicator MaxOutlook does not support Outlook Express ACT or GoldMine contact...

Page 8: ...MaxCommunicator or MaxAgent Otherwise MaxOutlook may not load For example suppose you don t want to run Outlook in a given session or period of time but you do open MaxCommunicator and or MaxAgent an...

Page 9: ...rver accessible to this client Microsoft Outlook 2007 or 2010 installed Note The 64 bit version of Microsoft Outlook is not supported Pre Installation Checklist Before installing MaxOutlook make sure...

Page 10: ...llation is complete launch Microsoft Outlook A message may prompt whether to install this customization 5 Click Install MaxOutlook completes its installation Alternative installation If your system ad...

Page 11: ...ssion is started Restart MaxOutlook to run the newer version Note For remote MaxOutlook users outside the firewall TCP port 10050 is required to be open to allow automatic upgrade Automatic upgrade ov...

Page 12: ...6 MaxOutlook Manual...

Page 13: ...g Windows XP SP2 a firewall protection Security Alert may pop up when opening the login window If this happens click Yes to allow MaxOutlook to run The MaxOutlook login screen appears Logging In 1 If...

Page 14: ...page 8 for more information on using IP extensions remotely 4 If you will be using MaxCall and a MaxCall license is assigned to your extension check Enable MaxCall MaxCall is described in Using MaxCal...

Page 15: ...K IP Extensions Using IPTalk An AltiGen certified USB headset system is recommended for IP extensions using IPTalk your phone system administrator or AltiGen dealer can recommend headsets Important Yo...

Page 16: ...der you were last working in If that was not MaxOutlook then click the MaxOutlook folder to switch to the MaxOutlook screen If you are running Outlook 2010 you will find all of the call controls on th...

Page 17: ...order of appearance and sort columns in ascending or descending order See Customizing the Display on page 17 Status Bar From the status bar you can do the following See the extension you re logged in...

Page 18: ...s to connect transfer send a call to voicemail conference hangup send a call to AA auto attendant flash record redial hold intercom and enter an account code Note If you are running Outlook 2010 you w...

Page 19: ...field displays the duration of the voice mail as it plays The duration display does not reflect fast forward or rewind Record recording an introductory message Ringback caller sees this state while th...

Page 20: ...r Caller Name if available from extension information or from an external database Date Time Duration and Note See Dealing with Voice Mail on page 41 Speed Dial A list of speed dial numbers entered by...

Page 21: ...l time off Your system administrator may have configured additional Custom activities to select from The activity category you select appears beside the button Keep your Activity status updated Record...

Page 22: ...DND an alert pops up informing you that DND is not allowed Searching in the Tabbed Windows Searching is available in these tabs Directory History Contacts Voice Mail and Speed Dial To search 1 In the...

Page 23: ...er to where you want it Rearrange columns by clicking and dragging a column name to the location you want Sort columns in ascending or descending order by clicking the column heading An ascending firs...

Page 24: ...range buttons select a button from the list on the right and click the Up button or Down button until the toolbar button is where you want it When finished click OK Pop up MaxOutlook when you get an i...

Page 25: ...and go to Customization Tab Layout Performing Other Microsoft Outlook Tasks To work on other tasks in Microsoft Outlook click the appropriate Outlook folder or use an available menu command shortcut o...

Page 26: ...MaxOutlook and without any access to MaxOutlook Waiting a few minutes should give Microsoft Outlook enough time to exit completely If you re not sure the exiting process is complete you can open Windo...

Page 27: ...page 27 How to make conference calls see Conference Calls on page 29 How to record calls see Recording Calls on page 39 How to use account codes see Using Account Codes on page 40 Managing voicemail...

Page 28: ...icking a number in IE that has a dotted underline 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 conf...

Page 29: ...row The 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 p...

Page 30: ...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 and reconnect the call Note When a call is put on hold automatically by the syste...

Page 31: ...Speed Dial Contacts or Monitor tab click it Then click Transfer You re asked to confirm the transfer You can click Yes before the party answers to do a blind transfer or you can wait for the person t...

Page 32: ...Outlook toolbar 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 attenda...

Page 33: ...erence 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 MaxOutlook Configuration window Extension Call...

Page 34: ...on 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...

Page 35: ...ule 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 me...

Page 36: ...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 and dragging a column border...

Page 37: ...stem Scheduler The name of the person scheduling the meeting Schedule Time The time the Create Meeting dialog box was opened to create this meeting Subject Identifies the subject or type of meeting Wh...

Page 38: ...rs 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 meeti...

Page 39: ...ng 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 cl...

Page 40: ...imes 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 you select Monthly from the Frequency drop down list t...

Page 41: ...ce window click the Email button to see an automatically generated meeting invitation It will look something like this In the Invitation window you can then click the Send by Outlook button The meetin...

Page 42: ...the host To do any of these either right click the person s name in the MeetMe window and choose a command from the context menu or use the buttons at the bottom of the MeetMe tab Note Changing the h...

Page 43: ...he users of this feature to assure they are in compliance with all applicable laws Recording on Demand When the system administrator has set your extension to record on demand either to a central loca...

Page 44: ...f your extension configuration allows you to override the account code requirement you can either enter an account code in the field at the bottom of the dialog box or click OK to bypass the account c...

Page 45: ...velope and bold type Heard voice mail messages are indicated by a green open envelope Messages marked urgent are indicated by a red closed envelope When you have a message marked urgent the MaxOutlook...

Page 46: ...ollowing functions 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...

Page 47: ...lect the voice mail and click the Forward button or right click the voice mail and select Forward 2 Check the check box next to the extension to which you want to forward the message If you need to se...

Page 48: ...lity to cover calls for a co worker since you can click the ringing phone icon in the monitor list and take the co worker s call Choosing Extensions to Monitor To choose extensions to monitor 1 Click...

Page 49: ...a Monitored Extension If a monitored extension is Idle green dot you can click its Extension field to ring the extension Viewing the Call History Click the History tab to view data about handled calls...

Page 50: ...he voice mail view in the main window Duration the 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...

Page 51: ...ve configured Enable OCS Client in the MaxOutlook Configuration window click on a contact s IM address or OCS presence field to initiate instant messaging with that contact You need to have OCS client...

Page 52: ...48 MaxOutlook Manual...

Page 53: ...email through handset or soundcard Integration integrating with a Microsoft Outlook CRM Display Customization tab layout Theme selection is default only IPTalk IPTalk settings Log enabling a log to be...

Page 54: ...ou can click the number to make the call In Microsoft Office programs Office 2003 and 2007 a Smart Tag action icon will appear by the phone number From the Smart Tag s drop down menu you can select Di...

Page 55: ...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 Di...

Page 56: ...as your shortcut Select one key from the drop down list You can select from 0 9 A Z and F1 F12 In addition check either Ctrl Alt or Shift or a combination of these keys For example your shortcut might...

Page 57: ...d the tie trunk feature the administrator needs to have used Enterprise Manager to synchronize the systems Otherwise this feature will not work Note The call being transferred must originate from an A...

Page 58: ...to enter a return phone number unless instructed Do Not Disturb If you check Enable Do Not Disturb all incoming calls are forwarded according to your Enable Busy Call Handling settings described belo...

Page 59: ...s running with IPTalk softphone enabled Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been checked but this option is available only for n...

Page 60: ...l Handling tab must not 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...

Page 61: ...ication 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 p...

Page 62: ...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 system will play a phrase every 15 seconds...

Page 63: ...oups distribution lists to forward messages to multiple recipients at the same time You can set up to 100 personal voice mail VM groups each with 64 members Group members can be any extension or anoth...

Page 64: ...62 MaxOutlook Manual Creating a personal voice mail group 1 Click the New button in theVM Group Edit dialog box The Create Group dialog box opens 2 Click the drop down list to select a Group ID...

Page 65: ...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 f...

Page 66: ...o play your messages on your phone set or play them on your sound card and speakers If you choose to play them on your sound card you can have the message play as it downloads or you can download it c...

Page 67: ...acts 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 subfolde...

Page 68: ...in the same domain as MAXCS and your OCS server must be configured to allow connecting via TLS Tab Layout You can choose which tabs you want to display in MaxOutlook by right clicking in the space to...

Page 69: ...gateway based For guidance see your system 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...

Page 70: ...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 windo...

Page 71: ...ers 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...

Page 72: ...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...

Page 73: ...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 2 Select the Review Delete button 3 Select a phrase...

Page 74: ...74 MaxAgent Manual...

Page 75: ...OR 2 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 Sys...

Page 76: ...ess 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 Cannot use IP Exten sion integrated with IP...

Page 77: ...58 calling by auto dial 24 using shortcut keys 24 54 columns changing order 18 columns customizing 17 conference call 29 conference call state 13 conferencing MeetMe 32 station 30 configuration 51 cal...

Page 78: ...k configuration 51 exiting 21 restarting 21 starting 7 uninstalling 4 MaxOutlook doesn t load 2 MaxOutlook folder 10 meeting creating 34 MeetMe conference 32 MeetMe tab 15 Microsoft Outlook CRM databa...

Page 79: ...onfiguring in MaxOutlook 52 configuring in Microsoft Office 53 Speed Dial tab 14 speed dialing 25 starting MaxOutlook 7 station conferencing 30 status bar 11 system requirements 3 T tabs changing the...

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