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MaxCommunicator Manual

Troubleshooting IP Connectivity from a Remote
Location

If problems occur connecting to your company’s MAX Communication
Server from a remote location, they may be due to a failure to connect to
your ISP or due to firewalls at your office preventing direct access to the
MAX Communication Server.

As a test, you can choose Run from the Windows Start menu, then enter

Ping <IP address> [ENTER]

where

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.

Cannot use “IP Exten-
sion integrated with
IPTalk.”

You tried to log in with
the IP extension option
without being assigned
an IPTalk License.

Confirm that your extension is
set up as an IP extension with
dynamic IP address and that an
IPTalk License has been
assigned.

The version of Max-
Communicator on
your desktop is out of
date.

The installed version of
MaxCommunicator
does not match the ver-
sion of MAX Commu-
nication Server

on the

system server.

Upgrade MaxCommunicator
to match the current running
version of MAX Communica-
tion Server.

Error Message

Description

Solution

Содержание MaxCommunicator

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 10: ...4 MaxCommunicator Manual...

Страница 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...

Страница 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...

Страница 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...

Страница 14: ...8 MaxCommunicator Manual...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 30: ...24 MaxCommunicator Manual...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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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