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MaxAgent Manual - Nova Systems, Inc.

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1. e Apply saves your changes and lets you continue in the Configuration window e OK saves your changes and closes the Configuration window MaxAgent Manual 55 General Information The General Info screen lets you edit your password and the default trunk access code release the link tie for IP trunks disable auto format and set the refresh interval on workgroup status lL DD 2x A TIL AN 2 h Default Trunk Access g CJ Release Link Tie IP Trunk Other O Disable Auto Format WorkGroup Key Status Refresh Interval 3 Seconds OK Cancel Apply Default Trunk Access The trunk access codes are defined by the system administrator When you get an incoming call over multiple trunks and cannot issue a return call the system will automatically select the default trunk access code to place your call Other General Options You can configure three other general options e Release Link Tie IP Trunk When checked clicking the Transfer button will automatically send FLASH to release a tie trunk if the incoming call is through an IP trunk Option is disabled by default IMPORTANT Before checking this check box see your phone system administrator If your company is using multiple systems and the tie trunk feature the administrator needs to have used Enterprise 56 MaxAgent Manual Manager to synchronize the systems Otherwise this feature will not work Note
2. Volume control e Shrink MaxAgent to a single tool bar and restore it to normal size by selecting from the drop down menu al e Configure MaxAgent see Configuring Your MaxAgent on page 55 e Open help kl 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 workgroup Tove _ Login Connect Conk You can choose the buttons you want and the order in which you want them See Customizing the Display on page 17 The Dialer field and Dial button are also in the toolbar Click the Dial button to pop up the dial pad 10 MaxAgent Manual 92526353 g Dial button pops Dialer field Click the x to up dial clear the dial pad field or close the dial pad Oo oo ppg boo Call Information Panel The call information panel displays several columns of information about calls Record shows when a call is being recorded State the state of the currently active call e AA the call is being transferred to an auto attendant e Busy callee is busy or not available e Call Pending the call is placed into a workgroup queue e Conference the call is in conference e Connect the call is connected e D
3. Searchin Name z Type Extension Name tity Department James Coucoulas E Available Matt Rosenblatt Available Tech Support Scott Lee Available Engineering ec la ae E Tabbed pages If you checked Enable IPTalk when you logged in the right side of the toolbar looks a little different pmmunIicator Pale X x 4 8 Click the Down arrow to access the Mute button the Volume button and the Arrange Window button that lets you shrink the window irbara Tyler 237 Avaliable 5 9 Voicemail 0 sa DND OFF alJ egy l To YM Conf Fma op be N Status Bar From the status bar you can do the following e Change your activity state from the drop down list see Changing Activity Status and Recording Activity Greetings on page 14 e Ifyou have configured Call Handling to forward all calls see the target destination for example FWD AA MaxAgent Manual 9 e See when a call is in wrap up mode you have transferred it sent it to voice mail or hung up wrapup e Toggle between Ready and Not Ready Ready e See the number of unopened voice mails Voicemail 2 e Turn Do Not Disturb DND on and off dhs DND OFF see Turning Do Not Disturb On and Off on page 15 e If you re using IPTalk you can mute the call using the Mute toggle button and control the volume using the volume control Mute button toggle gj
4. e Screen Pop When a new call comes in while 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 e 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 MaxCommunicator Call 319188219 SANTA CRUZ CA Answer Send to VM e Audio Beep Your PC beeps you when you have a call e Auto Close The pop up window closes once you have finished with the call 66 MaxAgent Manual e Waiting time longer than A message window pops up when a call has been waiting in queue longer than the time you specify here You must close the window manually e Calls in queue exceed A message window pops up when the number of calls in queue exceeds the number you specify here You must close the window manually The window shows the exceeds alert only when the threshold is first 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 gt Play Voicemail in the Configuration screen to set voice mail play options a lt oicemail Play through handset through soundcard
5. ALTIGEN COMMUNICATIONS MaxAgent Manual MAX Communication Server Release 6 5 7 2009 4503 0001 6 5 WARNING Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems This is a criminal offense Currently we do not know of any telecommunications system that is immune to this type of criminal activity AltiGen Communications Inc will not accept liability for any damages including long distance charges which result from unauthorized and or unlawful use Although AltiGen Communications Inc has designed security features into its products it is your sole responsibility to use the security features and to establish security practices within your company including training security awareness and call auditing NOTICE While every effort has been made to ensure accuracy AltiGen Communications Inc will not be 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 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 info altigen com Web site www altigen com TRADEMARKS MAX Communication Server MaxAdministrator MaxCommunicator MaxAgent MaxSuperv
6. Default call control buttons To restore MaxAgent to full view click the Arrange Window button and select Normal When MaxAgent is shrunk and you put a call on hold by clicking on the Hold button the number flashes Clicking the number reconnects to the call Note Ifa new call comes in while a call is on hold MaxAgent changes to normal size automatically allowing you access to both calls Using the Windows Tray Phone Icon After you log in the MaxAgent icon is displayed in the Windows tray normally at the bottom right of your screen 16 MaxAgent Manual When you have new voice mail the icon changes to show you have voice mail If MaxAgent is not 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 G mm i Directory U r re mi D Q To search 1 Inthe Search in field select the column you want to search in 2 Put your cursor in the field beside the magnifying glass and type what you re looking for The search begins as you type and the list is narrowed to records that match what you re typing 3 When you begin a new search all the information that was on the tab reappears Or you can clear the field beside the magnifying glass or make another selection in th
7. The call being transferred must originate from an AltiGen PBX system running AltitWare ACC ACM 5 0 or later or MAXCS ACC ACM 6 0 or later e Disable Auto Format lIf the MAX Communication Server s country code is US Canada MaxAgent automatically adds the long distance international dialing prefix corresponding to 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 to the server s country code when returning a call from voice mail or when making a call from call history If the MAXCS server s country code is USA Canada this check box is not displayed e Workgroup Key Status Refresh Interval When MaxAgent is shrunk to a strip at the top or bottom of the screen number of calls in queue and longest queue time are shown along with the name and number of the workgroup with which they are affiliated Specify here how often you want this data refreshed Call Handling Click the Call Handling tab in the Config window to configure incoming call handling for your extension O fe Q c D z MaxAgent Manual 57 Call Forwarding Enable Busy Ca
8. using the standard numeric keys or numeric keypad on your computer or by using the dial pad in MaxAgent e 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 6699 To close the drop down list or clear the dialing field click the x in the field f MaxAgent Barbara Tyler 237 avaiable i You can start typing a name in the dialing field to open your company directory list Then select a ALTIGEN Chai a Le Ti a Record state Name naw You can enter a number You can click the in the dialing field Dial button to open the dial pad 24 MaxAgent Manual fe MaxAgent Barbara Tyler 237 Available M Searching for 361 m western team by West hotinel 365 starting to type in the 1 West Hotline2 366 os West Hotline3 367 dialing field ALTIGEN The Call Information panel displays the state of the call State e Group aran ol z526353 Dialing Speed Dial Numbers To dial speed dial numbers click the Speed Dial tab MeetMe j Extension 03 Fremont Desk 21531025326353 Click the number to make the call This tab lists speed dial numbers that you have configured at your extension extension speed dial numbers and it lists speed dial numbers if any that
9. Also check to verify that the necessary ports are open 76 MaxAgent Manual Index Numerics 802 1 72 A AA state 11 Account Codes 41 ACT 2 ACT integrating with 67 ActiveX control 53 all calls recorded 41 answer options 59 auto attendant 29 auto upgrade 4 busy call handling 58 Busy state 11 C call handling configuration 57 call history 48 call holding 26 Call Pending state 11 call recording 43 call transfer 27 call waiting 27 multiple 59 conference call 30 Conference state 11 conferencing MeetMe 32 station 30 configuration call handling 57 general 56 connected 11 CRM integration 67 D databases 2 dialing by name 24 by number 24 speed dial 25 dialtone 11 distribution lists 64 Do Not Disturb 58 downgrade procedure 4 drop from conference 32 E echo suppression 72 enable live call handling 59 multiple call waiting 59 single call waiting 59 Error call state 11 error messages 75 exit 16 external databases 2 E flash button 26 forwarding all calls 58 forwarding voice mail 45 G general configuration 56 GoldMine 2 GoldMine integrating with 67 H history logs 48 history window 48 hold 11 hold button 26 hold pending 11 48 idle state 11 MaxAgent Manual 77 installation requirements 3 IP connectivity troubleshooting 76 IP extension troubleshooting 76 IPTalk License 2 L licenses required 2 live call handling 59 logs 72 meeting creating 34 MeetM
10. History tab displays the following fields e Direction indicates if the call is incoming or outgoing or was a missed call Left pointing green arrow indicates outgoing call right pointing red arrow indicates incoming call Right pointing arrow with exclamation point indicates a missed call e Number the extension or phone number on the other end of the call Click a number in the Number column to dial that number C D Q D x gt Q D r e Name Caller ID information if available Date Time the date and time of the call When you 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 match those in the voice mail view in the main window e Duration the duration of the call e DNIS DNIS digits collected if available e Group Group number or name e Note a note attached to the call If you entered a note in the User Data field of the active call that note appears here You can also enter a note on the History tab by double clicking the Note field and typing your note MaxAgent Manual 49 Use the Delete button to delete selected calls in the hi
11. MaxAgent uses this dll to communicate with MAX Communication Server It should be registered in user system The password is incorrect You tried to log in with the IP extension option without the IP Talk License Re register this file Type in DOS command window regsver32 AlpInterface dll Change directory to MaxAgent directory type regsver32 AlpInterface dll Enter your extension password Confirm that your extension is set up as an IP extension with dynamic IP address and that an IP Talk License has been registered MaxAgent Manual 75 The version of Max The installed version of Upgrade MaxAgent to match the Agent on your desktop is MaxAgent does not match current running version of MAX out of date the version of MAX Com Communication Server munication Server on the system server 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 lt IP address gt ENTER where lt IP address gt 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
12. Q M d fe 5 OK Cancel Apply MaxAgent Manual 71 e Echo Suppression Check this check box if you are experiencing echo e ToS Hex The ToS byte indicates the type of service For IPTalk you need high priority service and the default of 0 set here indicates high priority service However if your company router supports DSCP EF then set this field to A0 The ToS value is gateway based For guidance see your system administrator e 02 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 e 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 e From the Ring Through drop down list choose the device that will carry the incoming ring When you re away from your desk you may prefer the ring to come through your PC speakers rather than your headset system 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 MaxA gent folder 72 MaxAgent Manual 2 x l h NS Ue 2 Log Settings V Enable IPTalk Log V Enable Application Log The Enabl
13. call from within MaxAgent e The station conference bridge is released when the number of conference participants is reduced to two The call can then be transferred parked or tagged with an account code and another party with privilege can monitor barge in listen to or coach the call e IPTalk configuration is enhanced to use IEEE 802 1p MaxAgent Manual 1 Microsoft Outlook and Outlook Express Support MaxAgent 6 5 supports Microsoft Outlook 2003 and 2007 and Outlook Express 5 0 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 matching record in the Contact list You must set up the Outlook Contacts list prior to using this feature ACT GoldMine Support MaxAgent 6 5 supports ACT 2005 2006 2007 2008 version 10 and GoldMine 6 0 6 5 and 6 7 contact management software allowing you to obtain phone numbers to dial from the ACT or GoldMine contact database list MaxAgent also lets you see the matching record from the contact database list of the incoming calls Note Before ACT can work with MaxAgent you MUST install the ACT Plugin Licensing The following AltiGen licenses are required e MaxAgent requires a MaxAgent seat license for each user or a MaxA gent session license e The IPTalk feature requires an IPTalk license for each user or an IPTalk session license e ACT and GoldMine integration require an I
14. 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 Ascending order Descending order Add remove and rearrange the toolbar buttons in MaxAgent by right clicking in the button area and choosing Customize Toolbar Buttons The Toolbar Customization dialog box opens Toolbar Customization Choose button from cy Account Connect Flash a Transfer Wi Hold To YM Intercom Conf i a tone Redial Login To AA Show Dialer The buttons displayed in your MaxAgent are in the right hand list To remove a toolbar button select it and click Remove To add a toolbar button select a button from the list on the left and click Add To rearrange buttons select a button from the list on the right and click MaxAgent Manual 19 G D 5 Q U p D D Q 20 the Up button or Down button until the toolbar button is where you want it When finished 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 MaxAg
15. done follow these steps on the client machine MaxAgent Manual 3 1 Exit all Windows applications 2 Insert the MAXCS 6 5 Clients CD into the CD ROM drive Open the MaxAgent folder and run the Setup program in that folder following the step by step installation instructions as they appear on the screen Alternatively if your system administrator has loaded MaxAgent on a shared network server you can copy the files in the MaxAgent folder to your desktop PC and run the MaxAgent Setup program Uninstalling MaxAgent 1 From the Windows Start menu select Control Panel gt Add Remove Programs gt MaxAgent 6 5 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 upgrade session is started Restart MaxAgent to run the newer version Note For remote MaxAgent users outside the firewall TCP port 10050 is required to be open to allow automatic upgrade Also automatic upgrade over the Internet requires the sending of 15 MB files over the WAN so it may take some time to perform the automatic update Downgrade Procedure 1 Goto Control Panel gt Add Remove Programs and remove the MaxAgen
16. fields State Extension Name Activity DND FWD Caller Name Number Department Location DNIS and Duration The state can be one of the following e Idle the extension is not in use e Connected the extension is in use e Ringing the phone on the extension is ringing you can click the State field to pick up the call at your own extension e Conferencing the extension is on a conference call e WVoicemail the extension is in voice mail e Auto Attendant the extension is connected to an auto attendant e Holding the extension is on hold Hold Pending the extension is on hold and an action is pending e Virtual Extension Calling or Picking Up Calls If a monitored extension is dle green dot you can click its Extension field to ring the extension If a monitored extension is Ringing red dot you can click its State field to pick up the call Viewing the Call History Click the History tab to view data about handled calls 48 MaxAgent Manual li Directory Jeo voicemail E History Contacts Fs Speed Dial a MeetMe Date Time Dural i 8318166219 SANTA CRUZ CA F 3 2008 6 41 PM 00 0L 18318166219 F 3 2008 6 39 PM 00 01 18318166219 Fi3 2008 6 37 PM 00 01 i 8318166219 SANTA CRUZ CA Fi3 2008 6 33 PM 00 0L i 237 Barbara Tyler iS 2008 6 38 PM 00 0C 18313354605 7ia2008 6 36 PM 00 0L 10 10 0 110 7A5 Srnott TPF FANNS Si PM nnr Note Click on the column headings to sort the data The
17. for each outbound call The dialog box may or may not contain a list of account codes depending on how the administrator has configured your extension After entering the code click OK If 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 enter to bypass the account code altogether Optional account codes Y ou may enter an account code without being prompted E Account 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 Select Account A x Account Cade 0 1 New Lead 1 zZ Re up Z 3 Survey 3 4 5 1 Up 4 5 AltiGen 5 6 End User 6 T Partner 8 Inthe Account Code dialog box select an account code if a list is displayed and click OK If a list is not displayed enter an account code in the Enter Account Code field and click OK Note Do not enter an account code while recording doing so will disconnect the call To change the account code for a call in progress repeat the steps above entering the new account code to assign the call to 42 MaxAgent Manual Checking Voice Mail Click the Voicemail tab in the main window to see a list of your personal voice mail messages Clicking E Voicemail 2 in the status bar also displays the Voicemail tab If your
18. in the same domain as MAXCS Tab Layout You can choose which tabs you want to display in MaxAgent by right clicking in the space to the right of the tabs in the main window and selecting the tabs you want to show When no tabs are displayed in the main window you can click Voicemail which displays the Voicemail tab Or you can configure the tabs in the Configuration window s Customization gt Tab Layout screen MaxAgent Manual 69 O fe Q c D z Tab window title Voicemail SpeedDial Directory History LinePark Contacts Il Restore to default layout Cancel Apply Check the tabs you want to display in MaxAgent and 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 gt Theme Selection screen 70 MaxAgent Manual i ma Or 2 Theme Selection Options OK Cancel Apply 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 H SS lls IPTalk Option LI Echo Suppression reste Psd voice Through SoundMAX Digital Audio Ring Through SoundMAx Digital Audia x O fe
19. of Wrap up Total Wrap up Time 00 01 10 Average Wrap up Time 00 00 10 Total Number of Calls On Hold 2 Total Hold Time 00 01 33 Average Hold Time 00 00 46 F Em Ro Export i Frint 0 00 00 00 00 00 00 0 00 00 00 00 00 00 0 00 00 00 00 00 00 11 20 2008 12 11 44 PM 16 34 00 5 002458 00 04 59 1 OO 00 zz OO 00 22 Fi 00 01 10 00 00 10 2 00 01 33 00 00 46 IE Contacts 3 voicemail 11 18 2008 1 26 31 PM 0 00 00 00 00 00 00 0 00 00 00 00 00 00 0 00 00 00 00 00 00 a 00 00 00 00 00 00 C D Q D x gt Q D r 11 18 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 Performance tab The statistics on this tab are cleared if the system is reset MaxAgent Manual 51 Much of the data reported here is also reported in the Supervisor s view of group Statistics and is further discussed in Viewing Group Statistics in the MaxSupervisor Manual Click the Export button to export the statistics as a csv comma separated values file Click the Print button to print the statistics Viewing Queues Click the WG Queue tab to view the calls in queue for the monitored workgroups You can export the data to a csv file click the Export button and you can print the data as a WG Queue Report click the Print button Yoicemail SS WG Status thy Performance fF
20. 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 Server will load all the subfolders and data in your 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 subfolders you want to use 68 MaxAgent Manual Match Digits Select the number of digits to match for caller ID Matching starts from right and moves left This option is for calls that go through IP and for international calls that have a digit prepended like 0 For example if you choose 7 the default in the Match Digits field and the number is 10 10 10 6 915102529712 MaxAgent would match the last 7 digits or 2529712 to identify the caller for you Enable OCS Client Check this box to enable the Microsoft OCS client which allows you to initiate instant messaging from MaxAgent e Sign in URL The URL of the Microsoft OCS client e Server rThe 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
21. these commands by right clicking a voice mail and selecting a command from the context menu MaxAgent Manual 43 Listening options are configurable as described in General Information on page 52 You can listen using the sound card on your PC or your phone If you re not using IPTalk you can play voice mail to a sound card while your phone is in the connect state You cannot do this if you re using IPTalk When you listen to a new message the envelope icon changes from closed to open indicating that the message has been heard and the type font changes from bold to regular Also when you play a voicemail MaxAgent shows Play VM in the Call Control panel and shows the play duration The duration does not reflect fast forwarding or fast rewinding Use the voice mail command buttons to perform the following functions Return Call Rewind Stop Forward Export 96888000 Play Fast Forward iets Save 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 e Save saves the message automatically on a remote server in a location designated by the system administrator No file saving dialog box opens e Export opens a file saving dialog box that l
22. week every three weeks and so on 4 Check the day of the week on which this meeting will occur 5 Inthe 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 you select Monthly from the Frequency drop down list these are your options in the middle panel MaxAgent Manual 37 C 2 Q D x gt Q D r fo Frequency d hl orrthily F i P Every l a monthiesy on Date LS Duration 30 minutes F Hold during weekend Start C 08 00AM w Oon First Monday v Fange of Recurrence Begin 020 2009 i End after 1 occurence s End by 02 2009 i 1 Inthe Every field specify how often this meeting is to occur every month every other month every three months and so on 2 Inthe Duration field specify the duration of the meeting using the Up Down arrows 3 Inthe Start field specify the start of the meeting by clicking the Down arrow and using the slide bar 4 Select either On Date to specify a day of the month by number for example the 10th day of the month or select On to specify a day of the month by 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 mo
23. workgroup is configured to see the workgroup s voice mail click the WG Voicemail tab to check the workgroup voice mail Al Directory Monitor History Contacts Woic SpeedDial Greeting Search in Number X Type Number Caller Name Date Time Duration Note wf 8318188219 SANTA CRUZ CA 3 31 2009 3 44 12PM 00 00 05 w 86318188219 SANTA CRUZ CA 3 31 2009 3 26 06 PM 00 00 05 iv 6318188219 SANTA CRUZ CA 3 25 2009 1 10 27 PM 00 00 05 To 205 Ian McBride 3 25 2009 10 53 39 4M 00 00 29 uC 237 SANTA CRUZ CA 3 6 2009 12 29 18 PM 00 00 03 8318158219 SANTA CRUZ CA 3 6 2009 11 43 22 AM 00 00 04 IAPAPAAGOO C D Q D x gt Q D r e New voice mail messages are indicated by a white closed envelope and bold type e Heard voice mail messages are indicated by a white open envelope e New messages 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 Ifthe message is saved the envelope looks like this C e 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 voice mail command buttons at the bottom of the Voicemail tab as shown in the figure below You can also access
24. 318188219 second call The first call B Hold 5102526353 goes to Hold Connected SANTA CRUZ CA 8318188219 state When you are ready to reconnect to the call on hold click Hold in the State cell of the call The call goes to the connected state Transferring Calls MaxAgent allows for both supervised transfer in which you confirm the transfer with the target and blind transfer Before transferring you can type a note in the User Data field of the call for the call to carry user data it must be 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 Clicking in the User Data field opens the User Data et dialog box where you can type a note See page 28 What you type in the User Data field for the call is also displayed on the History tab in the call s Note field MaxAgent Manual 27 C D Q D x gt Q D r Note If user data is written to an internal call the content is saved as a call memo but cannot be carried with the call You may transfer calls in the following ways Dragging Drag and drop the call either while it s ringing or connected onto the target number on the Directory Speed Dial Contacts or Monitor tabbed pages Dialing While connected to a call in the dialing field enter the target number you want to transfer to then click the Transfe
25. CD 28 Making Conference Calls ceresc a oso rp tet ei eee eek oe 30 Station Confers 34 sti ate my se one te eee seeds eho ae awe 30 Weet Mie Confere ICE orae actoenna Sa wigs bei toh T oes 32 Working in the MeetMe Conference Window 33 Creatine a NCCU se 51os da Bape how es amp bork eer Aa Se ates 34 E mailing a Meeting Invitation 00055 38 Starting and Stopping a Meeting 0000 39 What the MeetMe Conference Host Can Do 39 Continuing a Meeting Beyond Its Duration Time 40 Joining a MeetMe Conference es urpot eee eee 40 Recordin Calls yes idhini ra eraen 41 Recording on Demand osses verad Sh ohooh EEE E 4 Using Account Codes eden eatin eee GSS eee eee 4 Checking Voice Maik bakes ath doa det 4 pein Pactak nate bags 43 Dealing with Voice Mail ic 5 508 bh ose tind sew deladlaeatebek ate sh ahd 43 Save at Remote Server or Export Locally 44 Deletine WIESSAgeS ck x arate BS gees PHS EaR EAA AEN 44 Rewmi a CaM aeea eda a cen see EA 45 ii MaxAgent Manual Atfachne TNO 10 2h Ss Bk ho hes ote eed Dae Bb a deh eee es 45 Forwarding Voice Mail 0 00 aaaea 45 Monitoring the Activity of Other Extensions Workgroups 46 Choosing Workgroups to Monitor 2 0000s 47 Reading the Monitor List onnan aa aaaea 48 Calling or Picking Up Calls 0 2 0 0 cee eee eee 48 Viewing the Call History
26. Contacts Queue Time Caller Name BT Group 00 00 37 Pri Queue Time Caller ID Priority Type 00 00 37 5102526353 5 0 Yoice Call Pickup Call Se Export Print These are the fields on the WG Queue tab e ID Call ID in the queue of one workgroup The ID is unique within a workgroup but may be repeated in all workgroups e Group Workgroup name or workgroup number e Queue Time Douration of the call in queue e Priority Queue Time Duration the call has been in queue at the current priority level Priority queue time is reset to O when the call s priority is promoted to a higher level e Caller ID Caller Name if available DNIS e Priority tThe priority level assigned to the call e SKLR Skill level required e Type Queue call type 52 MaxAgent Manual Pick Up Calls from Queue To pick up a call from a workgroup queue click on the queued call and click the Pickup Call button If you are connected to a caller the current call will be put on hold and the queued call is connected Note This feature must first be enabled by the system administrator Using ActiveX Control with 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 informati
27. D subject scheduler time frequency start time end time the last time the meeting started its status and the resource being used Display or hide outdated meetings Modify column display Working in the MeetMe Conference Window Click a button to perform a function for example create a meeting The buttons at the bottom of the window are labeled with their function the buttons at the top of the window perform the same functions In addition at the top of the window you can choose to display outdated meetings by checking the Display Outdated Meetings check box Deselect the check box to hide outdated meetings Select an existing meeting to perform a function on it for example to start or stop the meeting You can select one meeting 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 that indicates the sort order ascending or descending Click again to reverse the sort order Sched Arrow indicates 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 Change column order in the current window by dragging a column heading to where you want it You can open more than one MeetMe Conference window and work with different meetings and displays in each one Mo
28. G Status tab to view the real time status of each workgroup you re a member of 50 MaxAgent Manual Jas Voicemail m WG Queue Contacts 54 Greeting rr Performance ey History Directory Number Name LoginfOut CIQ CIQ gt SLT Longest OT New M Loggedin Busy Unavaliable Exceed Threshold 515 BT Group Login 0 0 00 00 00 4 1 0 0 100 171 CRM Demo2 Login 0 0 00 00 00 1 2 0 0 100 129 eng ip page g Login 0 0 00 00 00 0 4 0 0 100 Information includes the workgroup number the workgroup name whether you are logged in or logged out the number of calls in queue the calls in queue greater than the service level the longest queue time new voice mails the number of agents logged in to 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 fee WG Status Performance i Wi QUEUE Agent s Performance since Midnight Direct Call BT Group eng ip page orp CRM Last Logged In Time Last Logged Out Time Total Logged In Time Total Not Ready Timefopply to all Ww 00 00 00 Total GNO FWD Timet4pply to all wai 00 06 16 Total Inbound Calls Answered 5 Total Talk Time 00 24 58 Average Talk Time 00 04 59 Total Connected Outbound Calls 1 Total Talk Time 00 00 22 Average Talk Time 00 00 22 Total Number
29. Phone vi Duong Jennifer Scheller Allison Nguyen SalesOrder Fax Gilbert IPphone Monique s Test Jimmin Yao2 Jimmin ao3 Tamika Massey Evans os 2 Check the check box next to the group and or extension to which you want to forward the message MaxAgent Manual 45 If you need to search for a person by extension or name type the first letters of the number name into the Search by Number or Name box The matching extension or name displays in the list as you type Notes e Click on the column headings to sort the data e Ifthe extension name is configured for an extension it is used to match the search string If the extension name is not configured then the extension number is used to match the search string for this extension 3 Optionally you can leave an introductory message Select the Record Introductory Message check box and follow the steps below 4 Click OK to complete the forwarding To record an introductory message 1 Ifyou 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 mail VM groups distribution lists to forward messages to multiple recipients at the same time See Working with Voice Mail Groups Distributi
30. WD Caller Name Number Department Location DNIS and Duration See Monitoring the Activity of Other Extensions Workgroups on page 46 Line Park Shows calls parked for line park groups that you are a member of You can pick up a parked call from the LinePark tab Columns include Park the Park ID Extension Caller Name Number DNIS and Duration MaxAgent Manual 13 G D Q w mp D m D Q To park a call in MaxAgent click the Flash button on the call control tool bar you must customize your tool bar to display the Flash button enter 41 system call park or 31 personal call park in the dialer 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 52 Changing Activity Status and Recording Activity Greetings You can specify your whereabouts so that others are informed Click the Down arrow on the Activity button J avaiable and choose the appropriate category e Available System the system greeting is used e Available Personal your personal greeting is used e Meeting e Away e Travel e PTO personal time off Your system administrator may have configured additional act
31. difications you make to the display in a MeetMe Conference window are not retained after you close the window MaxAgent Manual 33 C o Q D x gt Q D r e You can double click a meeting to open the Modify Meeting dialog box Using the Calendar Button The Create Meeting and Modify Meeting dialog boxes use Calendar buttons for date selection To select a date click the Calendar button When the calendar is open use the Up 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 Create Meeting x Scheduler Barbara Tyler Schedule Time 02 w200 15 02 56 Reserve Seats 35 Host 237 The options in the middle panel change depending on the frequency you select One Time Only Frequency Duration 30 minutes Mow O On Date Date oz102009 0 Start C 03 05 Pmi w Security Options ia Require Conference Passcode F3 Announce Participant Mame _ OK J Cancel 34 MaxAgent Manual The following parameters apply to all meetings The conference ID is created by the system Scheduler The name of the person scheduling the meeting Schedule The time the Create Meeting dialog box was Time opened to create this meeting Subject Identifies the subject or type of meet
32. dsechomn de 8 When Connection Is Broken 0 0 e eee eee 8 Overview of the Main Window 0 cece eee ees 8 LACUS Al athe cee are aot eratn E AR ee ee a et ee 9 Toolbar Buttons lt 6 che 244hae CHR ade Ra TSA eS eee ees 10 Call Information Panel 0 00 cece eee eee 11 Tabbed Paves nis oe gas Suing Bains Bee eee eee E 12 Changing Activity Status and Recording Activity Greetings 14 Setting Status to Ready or Not Ready 05 15 MaxAgent Manual i Turning Do Not Disturb On and Off 15 Log Out or Change Workgroups 00 cece eee 15 Minimizing and Exiting MaxAgent 00055 16 Shrinking MaxAgent 3 5 uxdiad cane the tet eek bene edad ese 16 Using the Windows Tray Phone Icon 16 Searching in the Tabbed Windows 00000005 17 Customizing the Display e E eee ees 17 CHAPTER 4 Using MaxAgent as a Workgroup Agent 23 ANSWERS CaS sieste kenurna PA are CARE U ER BEE SRE SS 23 Dialing OUt lt b ace b etc EI Rees HAUL AEE Ee RAE Se ee 24 Dialing Speed Dial Numbers 0 0 0 2 e eee 25 CGA seess Gd cea Chane dcdte Wer tila BG dS BSR SE torah Seok SB 4 Bed 26 Placing Calls on Hold 2 4402 252440 See SRG Ba RG RED 26 Using Call Waina cearda w asda Adee es Bien Wee Sark wR acd ee 2 Transfering Calls tic0t 1 dee eee aor ese ses bee ees ews 2i Displaying a Note on the IP Phone L
33. e Enable during business hours Enable shedule based access r Enable at any time Enable during non business hours Eazi call Saran ine Click Extension gt One Number Access in the Configuration window gt TIt Caller ID Verification LJ verify Caller ID based on the Following For outside number choose the trunk access code and enter the number in the edit box e g 141555512712 L ist fe ai f Ext outside Password Ring e any Ext outside Password Ring E Sech O 3th Any awy E Ext Outside C Password L 4th O B a Ext outside Password OK Cancel 2 Select the times you want to be available to ONA callers If you choose Enable schedule based access you can set up to four different schedules in the dialog box that pops up Check a Schedule box and choose the times you want to be available for ONA C Schedulez from the drop down lists O Schedules O Schedule4 Check the Enable Call Screening check box if you want the system to prompt the ONA caller to record a caller name to continue ONA If you want check the Verify Caller ID based on the following check box and then specify the incoming phone numbers for ONA If ONA MaxAgent Manual 61 O fe Q M d fe 5 finds one of these numbers on an incoming call it will forward the call to you You can enter up to 10 phone numbers in the Caller ID Verification fields For local numbers
34. e creating ameeting 34 MeetMe conference 32 Microsoft Outlook 2 Microsoft Outlook integrating with 67 minimize 16 monitor window 47 monitoring 46 multiple call waiting 59 N no answer handling 58 O ONA ring duration 62 One Number Access password 62 One Number Access setup 60 P password One Number Access 62 phone icon 16 pick up call from queue 53 pickup button 53 ping 76 Play state 11 pop up windows 16 78 MaxAgent Manual R record state 11 recording calls 43 recording on demand 41 release link tie 56 ring through list 72 ringback state 11 ringing 11 S saving changes 55 screen pop 16 single call waiting 59 speed dial list 25 station conferencing 30 system requirements 3 T TCP socket 76 ToS Hex 72 transfer to auto attendant 29 transferring calls to voice mail 29 troubleshooting connectivity 75 troubleshooting IP connectivity 76 U uninstall 4 V voice mail forwarding 45 playing 43 voice mail group 64 voice recording 43 voice through list 72 W Windows tray 16 workgroup 46
35. e Create Group dialog box opens Create Group E troup ID i hi Enterprise Desk Gilbert Hu Jimmin Yao Carolyn David Jimmint ao MobilePhone vi Duong Jennifer Scheller 2 Click the drop down list to select a Group ID Enter the VM Group Name and any Comments These are optional but will help you identify the group 4 Select the member 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 O fe Q M d fe 5 2 Select the group you want to change and click the Change button 3 Make any changes you need to make for the group name comments or members To add or remove a member select or deselect the check box next to the extension 4 Click OK MaxAgent Manual 65 Call Alert Options If you want MaxAgent to inform you when you have a call specify your desired method s in the Configuration window s Options gt Alert screen pl U y Ei y AJ he YS _ la h Alert Type Disable Screen Pop Inbound call alert T Audio Beep l Auto Close T Waiting time longer than fo minutes Tl Calls in queue exceed fo callis OK Cancel Soply You can set these alert options e Disable Disable screen pop
36. e Enable IPTalk softphone check box 4 Click OK MaxAgent Manual 7 IP Extensions Using IP Talk To use IPTalk you need an AltiGen certified USB headset system your phone system administrator or AltiGen dealer can recommend headsets Important You can run only one instance of MaxAgent with IPTalk per system To make and receive calls using IPTalk 1 Connect your headset to your PC 2 Use the MaxAgent dialing and call accepting functions as usual to make and receive calls 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 your workgroup environment You can customize the MaxAgent display select the theme the toolbar buttons tabs and columns you need and their order of appearance the sort order and so on See Customizing the Display on page 17 8 MaxAgent Manual See call Information here Configure Set your activity state Status bar Shrink window Maxiigent 10l x Barbara Tyler 237 avaiable ig Ready D Voicemail 0 A oo OFF H g 6 Conf Hangup Login Duration Conference User Data Dialer box Call control tool bar
37. e IPTalk Log check box is available only if you re using IPTalk The Application log is for MaxAgent O fe Q M d fe 5 MaxAgent Manual 13 74 MaxAgent Manual APPENDIX A Errors and Troubleshooting The following errors may be displayed as login or connectivity errors AltiServ or MAXCS con nection limit has been exceeded Maintain the number of MaxAgent license keys or add additional ses sion licensing No MaxAgent was found OR more than allowed number of MaxAgent users have attempted to log on Check the server field IP address or DNS name by 1 Pinging the network server address OR 2 Try using the IP address of MAX Communication Server if using the DNS name in the server field You are not connected to MAX Communication Server Cannot connect to AltiLink Please check server name or network connection Buljooyssjqnoi pue s101134 Mail box is in use by the Wait awhile then try again AltiGen Voice Mail Sys tem and is temporarily unavailable Cannot access voice mail list while mail box in use Make sure voice mail service is started Voice mail service is not enabled on MAX Com munication Server Mail service is unavail able Please check with your administrator Please register AlpInter face dll regsver32 AlpInterface dll You have entered an invalid password Please try again Cannot use IP Extension integrated with IP Talk
38. e Search in field and yov ll see all the information on the tab Customizing the Display You can customize the MaxAgent display to meet your needs in the following ways e Resize MaxAgent windows by using the standard Windows method place the cursor at a window edge or corner then drag the window to the size you want e Specify the tabs you want to to display right click on the area just above the tabs A list of tabs appears MaxAgent Manual 17 4 LinePark Lv WiaQueue Lv History Lv SpeedDial v Performance westatus v Directory Lv voicemail Lv Greeting Lv Contacts v MeetMe Lv Monitor WG voicemail Check the tabs you want to display and uncheck the tabs you don t want to display SILSILSILSILSILSILsILsILs iis iis e 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 displayed Record State Mame Mumber atap DATS Duration Conference e Resize columns by placing the cursor on a column divider in the header area until the cursor changes to a movable double bar Il Then move the bar to resize the column e Rearrange columns by clicking and dragging a column name to the location you want Moving the Record column to the right 18 MaxAgent Manual Sort columns in ascending or descending order by clicking the column heading An ascending first to last or
39. e available you can schedule a 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 See MeetMe Conference on page 32 Station 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 gt Call Handling screen You may conference calls in the following ways e Dragging While connected to one party drag a Hold call to the Connected call or drag a number from the Directory Speed Dial Contacts or Monitor tabs to the Connected call Repeat to add more callers Each call in the conference displays Conferencing state e Dialing While connected to one party in the dialing field enter the extension or phone number you want to conference with then click the Conference button While MaxAgent dials the new number the other party or parties go into Hold Pending state and you see a confirmation dialog box 30 MaxAgent Manual x fre vou sure that you wank bo conference with pe 9163510160219 After the dialed party answers click Yes in the dialog box If the dialed party does not answer click the No button EA MaxAgent Barbara Tyler 237 Available ki F Ready 5 V
40. ent is made normal size the buttons you originally selected are again displayed in the toolbar In other words you configure the normal toolbar and the shrunken toolbar separately and MaxAgent keeps your preferences for each Remove the dialer field by right clicking a toolbar button and choosing Customize Toolbar Buttons as above In the Toolbar Customization dialog box clear the check box beside Show Dialer To display the dialer again check the Show Dialer check box Pop up MaxAgent when you have incoming calls Pop ups work when MaxAgent is minimized or is a strip at the top or bottom of the window but not when you have exited See Call Alert Options on page 61 Drag and dock the tabs by dragging the dotted area above them to the right arrow the 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 CEE Dragging and docking tabs B Speed Dial a Monite When the docking arrows appear they look like this 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 MaxAgent Manual e Make a tab a separate window independent of the MaxAgent main window by dragging it out by its tab or by double clicking the tab Then you can resize the window and move it around To dismiss the window click the close button in the upper right corner To return the
41. ets you name the wav file and choose a directory in which to store it You can then play the wav file on a media player Deleting Messages To delete a selected message click the Delete button or right click a message and select Delete from the context menu 44 MaxAgent Manual Returning a Call To return the call select the voice mail and click the Return button or click the number in the Number field Attaching a Note To add a note to accompany a voice mail double click in the Note field 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 VMGroup Number Name Comment System System System System System oo Tech Su 01 TS Mes 02 TS NY amp TX 04 05 Type C D Q D x gt Q D r Name mm mm LLL Ld Extension Physical Extension Physical Extension Physical Extension Physical Extension Physical Extension Physical Extension Physical Extension Physical Extension Physical Extension Physical Extension Physical Extension Virtual Extension Virtual Extension Physical Record introduction message Enterprise Desk Gilbert Hu Jimmin Yao Carolyn David Jimminao Mobile
42. fferent server if more than one server is available 2 Enter your Extension number and Password assigned to your phone If you want to store your login password and have it entered automatically the next time you log in to MaxAgent check the Always save password check box Note Up to eight unsuccessful login attempts are allowed after which login will be disabled for from 1 to 24 hours depending on the duration set by your system administrator 3 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 7 for more information on using IP extensions remotely 4 Click Sign In or press the Enter key To back out of signing in click Cancel or press the Esc key The following dialog box appears x GROUP NAME p 171 CRM Demoz 515 BT Group Outbound Workgroup 515 ad Logout Reason or Lurch OF Cancel 5 Select the workgroup or workgroups you want to log in to You can log in to eight workgroups simultaneously 6 MaxAgent Manual 6 Ifthe system administrator has allowed you to change your outbound workgroup you may do so Your outbound calls are logged to the workgroup spec
43. 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 an extension speed dial number MaxAgent Manual 25 C D Q D x gt Q D r 1 Click the Speed Dial tab and double click an empty Extention type 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 prefix 1 and area codes must precede the phone number 3 Click OK You can enter up to 20 speed dial numbers Note Extension type speed dial numbers also can be set up by using the 25 feature code on your phone set To edit a speed dial number in MaxAgent double click in its Type ID or Name columns The Extension Speed dialog box pops up Make your edits and click OK To delete the information clear the fields and click OK If you just want to edit a note you can double click in the Note field on the Speed Dial tab and edit the note right in the table For system type speed dial numbers you can edit the note but only the system administrator can edit the other fields Redialing To redial the last number called cl
44. he system administrator has set your extension to record on demand to a central location or to your voice mail you can use MaxAgent to initiate the recording C o Q D x gt Q D r To record a call While connected to a call click the Record 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 beep when the recording begins To pause recording Right click the call and select Pause Recording To end recording Right click the call and select Stop Recording To listen to the recording lIf the system is set to save the recording as your voice mail you can hear the recording through the AltiGen Voice Mail System If the recording is being saved to a centralized location contact the system administrator for the location Note Do not enter an account code while recording because doing so will disconnect the call Using Account Codes If your system is set up to use account codes you can associate calls with specific codes for billing or tracking purposes MaxAgent Manual 41 Required account codes If your extension has been configured to require account codes for all outbound calls the Account Code dialog box pops up prompting you to enter an account code
45. herefore 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 system will play a phrase every 15 seconds playing time is included in ring time 62 MaxAgent Manual Message Notification You can specify how and when you d like to be alerted to new messages when you re away from your desk Click Extension gt Message Notification in the Configuration window to display the Message Notification configuration screen h ie Or gt 2 Message Notification Schedule None WJon Business Hours Urgent Yoice Messages Only Any Time All Voice Messages Fro 12 00 AM EE Notification or Reminder Message by calling a Phone Pager Extension Custom App Ar y td For Phone and pager options choose the trunk access code and enter the number in the edit box e g 14155551212 OK Cancel fpr You can set these notification options e The types of messages about which you want to be alerted none urgent voice messages only or all voice messages e Schedule Select during what hours you want to be alerted e How and where to notify you Select an option in the Notification or Reminder Message by calling section If you want to use a
46. ial Tone a dial tone is present and MaxAgent is ready to dial out e Error receipt of an error tone e Hold the call is on hold e Hold Pending the call is being transferred or conferenced e Idle the extension is not in use e 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 e Record recording an introductory message e Ringback caller sees this state while the callee s phone is ringing e Ringing an outgoing call is ringing another phone or an incoming call is ringing your phone MaxAgent Manual 11 G D Q U p D m D Q Name the name of the person on the other end of the call if available Number the phone number at the other end of the call Group your workgroup number for this call DNIS the DNIS number if appropriate Duration duration of the call Conference indicates the conference host User Data data entered by an agent and carried with a trunk call IVR Data this field is filled by the IVR To hide a column you don t want to see right click a column heading and uncheck the column To rearrange columns click and drag a column heading to where you want 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 a
47. ick the Redial button If the Redial button is 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 state of the call is changed from connected to a hold state and you will hear the dial tone T E ka WY a 3 ot ALTIGEN me Connect Hold Transfer To VM To AA Hangup State Name Number Group DIS Hold 0 5102526353 00 00 57 26 MaxAgent Manual 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 system to queue the system will ring you after two minutes if the call is still on hold Note When you place a call on hold workgroup calls may still ring your extension To prevent this click the Not Ready button See Setting Status to Ready or Not Ready on page 15 Using Call Waiting During a call you may receive another incoming call To answer the call click ringing in the new call s State cell The call to which you were connected goes to the hold state Click Ringing Connected O 5102526353 to answer Ringing SANTA CRUZ CA 8
48. ified in Outbound Workgroup 7 Click OK Version Mismatch Dialog Box If your version of MaxAgent doesn t match the version of MAX Communication Server on the system server you are prompted for upgrade permission when you try to log in If you allow upgrade at this time the MaxAgent startup is terminated and a software upgrade session is started Restart MaxAgent to run the newer version See Automatic Upgrade on page 4 for more details G D 3 Q w mp D m D Q Logging In Remotely You can use MaxAgent from a remote location if e MaxAgent is installed on your remote computer e Your extension is configured as an IP or mobile extension by your system administrator e 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 You can pick up voice mail forward local business office phone calls to another site such as a home desktop PC and even receive phone calls as you would at the office To log in from a remote location 1 Ifyou connect to the Internet through a modem connection establish a connection to your internet service provider ISP 2 Log in using your Extension and Password as usual If you will be using a headset plugged into your PC check th
49. ilarly the original 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 from an extension can join a meeting by dialing the MeetMe Conference extension number Users calling through a trunk must first dial the company number then the MeetMe extension number Users are prompted to dial the meeting ID number If the meeting has not yet been started the user hears an appropriate message and can try again later If a passcode is required the user is prompted to enter the passcode 40 MaxAgent Manual Recording Calls The voice recording feature in MaxAgent allows a user to record conversations Recorded conversations can then be played back through voice mail or accessed at a centralized location Note The voice recording feature is only available to Triton Analog extensions and IP extensions WARNING Listening in to or recording a conversation without the consent of one or both parties may be a violation of local state and federal privacy laws It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws Recording on Demand When t
50. ing What you enter here should be easily identifiable in the meeting list Reserved Use the Up Down arrows or type in a number up Seats to 30 to indicate the number of expected participants If your company s phone system allows it you can invite up to 120 participants If the conference has more than 30 members by default all the members are muted The conference host can un mute up to 30 members concurrently 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 month or every 3rd week month and so on Middle panel Options in the middle panel vary according to the frequency of the meeting See the sections below this table Require If you check this no one can participate who does Conference not enter the conference passcode that you supply Passcode If you are requiring a passcode enter it here Announce If you want participant names announced when Participant they enter the meeting check this check box Name MaxAgent Manual 35 juobyxew Hbuisn Fill in the fields of the Create Meeting dialog box and click OK See the following sections for directions on filling in the fields in the middle panel of this dialog box Note If other scheduled meetings have already re
51. isor MaxInSight MaxOutlook MaxCall Enterprise Manager AltiServ AltiLink AltiConsole VRPlayer Zoomerang IPTalk Alti Mobile Extension InTouch Dialer AltiReport and SuperQ are trademarks or registered trademarks of AltiGen Communications Inc All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers Copyright AltiGen Communications Inc 2009 All rights reserved Part Number 4503 0001 6 5 Contents COMCING 604 tio dee obs eee IOS hashed ei i CHAPTER 1 ADOUC NMaxAGent iis o Neuss eee teres Cae on dees 1 New 10 Release 0 9 2 kaav Ata eiaws weds aens amp aeons oualsccet l Microsoft Outlook and Outlook Express Support 2 ACT GoldMine Support 0 00 cece eee 2 PICENSINS bessien a na tated aiai o ida martes 2 CHAPTER 2 Installauon s stawinde whet ence id bib E 3 Pre Installation Checklist 3 44 6 4cdaeetnd gos Slo one ee ee ak e5x 3 Installing MaxAgent on a Client System 0 3 Uninstalling MaxAgent s 5 346 04 0 0s end de eeaeet eas eedad onan 4 Automatic Upgrade 3 case Nant eta oo eee ewe AS ee 4 Downerade Procedure ict y 0 cot oe BE REO dee pe ae Heed Ses 4 CHAPTER 3 Getting Started sccvbui bia kiew See a aee a a 5 Loo cine ly oe fg ate N E eran eee Bee ee ee 5 Version Mismatch Dialog Box 0 0 0 eee 7 Lossin In Remotely perdesen os ee oer 4 Ta aeedanecas 7 IP Extensions Using IP Talk ys a5 3 soc 2 eats dm ddcotde mdn
52. ivities to select from The activity category you select appears beside the button Keep your Activity status updated You can record a different greeting for each Activity status To do so click the Greeting tab and select an Activity Then click the Record button at the bottom of the tab to record a greeting Alternatively you can right click the activity and select Record Use your phone or headset to record the greeting 14 MaxAgent Manual Contacts J25 gt Yoicemail e Speed Dial Monitor Directory Associated Activity In System In Personal Meeting Away Travel PTO Training Lunch Record Q Review r a To hear the greeting played back click the Review button Change your greeting whenever you want to Setting Status to Ready or Not Ready i 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 DNC OFF 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 Enable Busy Call Handling settings Note Ifthe system administrator has disabled the Do Not Disturb feature for the extension the DND feature will not be available to you If you select DND an alert pops up informing you that DND is not allowed Log Out or Change W
53. l Play while doy aaa J g Use external player You can choose to 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 completely and play it on an external media player CRM Integration MaxAgent can access phone numbers from your Microsoft Outlook Outlook Express ACT or GoldMine database During installation the install program reads which applications you have installed on your PC MaxAgent Manual 67 O fe Q M d fe 5 You can also integrate MaxAgent with your Microsoft Office Communications Server OCS account for instant messages The OCS contacts can be imported from Microsoft Outlook client Configure CRM integration in the Configuration window s Integration screen o TNS Oe 2 iY User Database Selector Specify the source CRM application Outlook Outlook Express etc to use with AltiGen MaxCommunicator and allow changes in Contacts tab window Select current database OutLook Express X T Update database when click OK button Match Digits 7 iy Enable OCS client sane OOOO OOOO oe enaneeocSdonan Doman fd User Name O Sample username Do not add domain prefix OK Cancel Apply Use Database Selector Check this check box to allow integration of your company s CRM database with your MaxAgent
54. ll Handling Forward to Extension Forward to voicemail Forward to 44 Place Call in Queue J a ede Y Forward to Line Park Number of Rings Before Forwarding O Enable Automatically Answering After oO 4 gr afe D se waiting None Single Call Waiting Multiple Call Waiting Live Call Handling Enable No Answer Handling Forward to Extension i Forward to voicemail Forward to 44 agi z Forward to Line Park Seconds OK Cancel Sophy Forwarding All Calls When you configure your MaxAgent to forward all calls the information is displayed in the status bar For example if you choose to forward all calls to an auto attendant Fwo a is displayed in the status bar Forwarding calls to an external number is not allowed in MaxAgent Do Not Disturb If you check Enable Do Not Disturb all incoming calls are forwarded according to your Enable Busy Call 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 use the auto attendant and you don t know the number of the phrase or menu you want to use check with your system administra
55. mns include Direction inbound red arrow outbound green arrow missed Number Name Date Time Duration DNIS Group and Note See Viewing the Call History on page 48 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 gt SL Longest Queue Time New Agents Logged In Total Busy Agents Total Agents Not Available of Calls That Exceed Threshold See Checking Workgroup Status on page 50 Speed Dial A list of speed dial numbers entered by the system administrator and entered at the extension Columns include Type extension speed dial or system speed dial ID Name Number and Note See Dialing Speed Dial Numbers on page 25 WG Voicemail A log of unopened and opened voice mails left at the workgroup extension s Columns include Type Number Caller Name if available from extension information or from an external database Date Time Duration Group and Note See Checking Voice Mail on page 43 MeetMe From the MeetMe tab you can schedule and monitor phone meetings See MeetMe Conference on page 32 Monitor A list of extensions you have chosen to monitor Columns include State Extension Name Activity DND F
56. n outside number use the drop down list to select the trunk access code and then type in the number e Voice Mail Groups You can set up and edit voice mail groups Note Youcan also configure Message Notification through the AltiGen Voice Mail System MaxAgent Manual 63 O fe Q M d fe 5 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 set up to 100 personal voice mail VM groups each with 64 members Group members can be any extension or another voice mail group There are two types of voice mail groups you can use e System based groups are set up by the system administrator You can use but not edit these lists in MaxAgent You can however add a comment that is displayed in your MaxAgent e 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 MiGroup Edit x vMGroup Number Name Comment Test BT Tech 5u TS Frem TS NY amp Ts Kev western test list13 Group 1 Group 2 Group 3 Group 4 Group 5 Group 7 64 MaxAgent Manual To create a personal voice mail group 1 Click the New button in the VM Group Edit dialog box Th
57. nt to send the call to then click OK You can sort extensions by number or by name Choose extension to send Voicemail to Sort by number Sort by name OF Cancel Note You can also forward a call to voice mail without answering it by clicking the To VM button while the call 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 AA Selection x y Choose 44 number Sort by number C Sort by name OF Cancel MaxAgent Manual 29 C 0 Q D x gt Q D r 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 to forward all incoming calls according to your Enable Busy Call Handling settings See Busy Call Handling and No Answer Handling on page 54 Making Conference Calls There are two types of conference calls in MaxAgent e Station conferencing In this type of conferencing when you re ona call you can dial a third party and then conference that party in to the call Any internal user is able to add parties to this type of conference call e MeetMe conference If your company has this featur
58. ntegration Connector license for each user A system administrator can verify seat licenses in MaxAdministrator by selecting License gt Client SEAT License Management from the main menu 2 MaxAgent Manual Installation The client system must meet the following minimum requirements CHAPTER 2 T amp D i IBM PC AT compatible system Microsoft NET 2 0 with SP1 framework version 2 0 50727 1433 2 GHz CPU or above recommended mimimum is 1 GHz but if you use 1 GHz expect delays when loading large numbers of contacts Windows XP Professional or Windows Vista Business Edition 1 GB available hard drive disk space 512 MB RAM SVGA monitor 1024 x 768 with 256 color display or better Keyboard and mouse A sound card in the PC if using IPTalk MAX Communication Server ACC 6 5 or MAX Communication Server ACM 6 5 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 has been installed on the system server TCP IP is enabled on both machines The client is able to connect to the server on the network The person installing MaxAgent has local administrator rights on the client PC The extension affiliated with the client PC has a MaxAgent Seat License assigned to it or there is a MaxAgent Session License installed in the MAXCS system Installing MaxAgent on a Client System When the above items are
59. nth 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 Inthe 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 of times the meeting is to occur or select End by and click the Calendar button to specify a date by which the meetings will cease E mailing a Meeting Invitation In the MeetMe Conference window click the d Email button to see an automatically generated meeting invitation It will look something like this 38 MaxAgent Manual AltiGen MeetMe Conference Call Invitation AltiGen MeetMe Conference Call Invitation You are invited to attend a Voice Conference Meeting Scheduled at 05 24 2006 12 35 duration is 30 minutes Subject Human Resources Emergency Meeting ID 001 Meeting Passcode N A Please call XXX XXXX ext XXKXX OF Just dial ext xxxx if you call from within the company Regards A _ Send By Outlook 9 OK J In the Invitation window you can then click the f Send By Outlook button to open Microsoft Outlook The meeting invitation is pasted into a new message in Outlook and the Outlook Subject field is filled in with Conference Call Invitation Choose the people to whom you want to send the invitation make any edits you may want to make and click Send Starting and Stopping a Meeting The meeting h
60. oicemail 9 a DND OFF a ay J A Ba a MEDIT JE P An ALTI SEN Commect Transfer ToV M Conf Hangup Login Hold Record State Name Number Duration Col Conferencing SANTA CRUZ CA 8318188219 00 07 30 Conferencing Barbara Tyler 237 00 06 34 Hos Conferencing is 5102526353 00 02 00 e Selecting from Menu When a call is on hold you can add it to the conference by right clicking the call and selecting Join to Conference Number Conferencing SANTA CRUZ CA 53151582 Conferencing Barbara Tyler 237 Hald Account Code Start Recording Pause Recording Stop Recording Join To Conference Drop From Conference Change Host UnMute Canceling Conference Calls You can cancel the conference using any of the following methods e Click the No button in the conference confirmation dialog box e Close the conference confirmation dialog box MaxAgent Manual 31 C D Q D x gt Q D r e Click the FLASH button e 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 and want to reconnect to the first call click the call s Hold Pending state cell Note The conference host is the user who initiates the conference call and only the conference host can drop a call from conference If the c
61. on Lists on page 64 Monitoring the Activity of Other Extensions Workgroups If your system administrator has configured your extension for monitoring you can monitor the activity on the other extensions in your workgroup view call history view workgroup statistics and view calls in queue 46 MaxAgent Manual If you re a manager for example you might monitor to determine whether you need more resources in a busy environment Or you might use monitoring capability 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 Workgroups to Monitor To choose workgroups to monitor 1 Click the Monitor tab and click the zi 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 OOo o oe umber O Name workgroup 120 Satisfaction Ha Extension Phys 100 Enterprise Desk Extension virtual 222 Manufacturing ns 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 search type a number or name in the appropriate search box The extensions you select will be listed in the Monitor window MaxAgent Manual 47 C 0 Q D x gt Q D r Reading the Monitor List The monitor window includes these
62. on and logging Caller ID into a database For more information on using ActiveX with MaxAgent refer to the MaxAgent ActiveX Programmer s Guide available from AltiGen s web site www altigen com under Customers gt Product Manuals gt 6 0 Manuals MaxAgent Manual 53 C o Q D gt lt gt Q D 54 MaxAgent Manual CHAPTER 5 Configuring Your MaxAgent Using the MaxAgent Configuration window you can configure the following behaviors and options e General Info password default trunk access and other general settings e Call Handling forwarding busy call and no answer call handling call waiting number of rings before forwarding automatic answering e One Number Access ONA forwarding of specific incoming calls e Message Notification how and when you want to be notified about incoming voice messages e Call Alerts screen pops and audio beeps e Playing voicemail through handset or soundcard e Integration integrating with a supported CRM e Display Customization tab layout and theme selection e JPTalk IPTalk settings e 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 button in the upper right of the MaxAgent main window to configure these options In the Configuration window click Apply or OK to save your changes O fe Q M
63. onference host hangs up no one else in the conference call can drop a call from the conference When Conference Participants Are Reduced to Two The station conference bridge is released when the number of conference participants is reduced to two The displayed state changes from Conference to Connected in MaxAgent The call can then be transferred parked or tagged with an account code and another party with privilege 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 MeetMe Conference window opens 051 x ARO O m Display outdated Meetings ID Subject Scheduler Schedule Time Schedule Start Time End Time 261 Doc review 1237 Barbara Tyler 02 10 2009 17 40 25 Once 02 10 2009 17 55 00 5 b l a E create C G modiy E Delete 4 a f x _ Email Osan E Using this window you can e Create a one time or recurring meeting and set its parameters e Open Microsoft Outlook to send an e mail invitation to participate in the meeting 32 MaxAgent Manual Start and stop a meeting Modify or delete a meeting See meeting I
64. orkgroups You can log out of a workgroup or change the workgroups you re logged in to as follows 1 Click the Login button P to open the WG Login window 2 To log out or change workgroups deselect the check box es next to the workgroup s you re logging out from MaxAgent Manual 15 G D Q U p D m D Q 3 If logout reason codes are required in your system select one in the Logout Reason drop down list 4 If you want to log in to other workgroups select their check boxes Click OK Minimizing and Exiting MaxAgent Minimize To minimize MaxAgent click the Minimize button _ in the top right corner of the screen 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 x 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 MaxAgent to a strip at the top or bottom of your screen click the Arrange Window button B and select Top or Bottom The strip displays the MaxAgent status bar the workgroup number and name number of calls in queue longest queue time plus no more than six call control buttons and the dialer field amp we 515BT Group CIQ 0 LQT 00 00 JFJ aulan G y so i Ld
65. ost and the MaxAdministrator 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 40 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 will not be freed until the scheduled meeting duration is over What the MeetMe Conference Host Can Do If you are the host of a MeetMe conference in addition to starting and stopping a meeting you can e Mute other participants MaxAgent Manual 39 C D Q D x gt Q D r Note Ifthe conference has more than 30 members by default all the members are muted The conference host can un mute up to 30 members concurrently e Drop participants from the conference e Make someone else 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 Mute UnMute a Change Host IOVS Drop from Conference Note Changing the host does not affect the Mute setting for the original host or the new host If the new host was muted before the transfer of hosting duties that host will have to UnMute himself in order to be heard Sim
66. r button Clicking If the target number is 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 the party answers to do a blind transfer or you can wait for the person to answer and then confirm or cancel the transfer x m would you like to transfer the call to 318315155219 7 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 1f the third party doesn t answer Displaying a Note on the IP Phone LCD If you want the note you type in the User Data field of the call to be displayed on the IP phone LCD of the person receiving the call do the following In the Call Comment field of the User Data dialog box enter DISP and follow that with your text for example DISP new customer DISP for display is case sensitive 28 MaxAgent Manual x Caller Name a Caller Number 510252635 Call Comment DISP new customer This feature works only with inbound trunk calls D Transferring to Voice Mail While connected to a call click the To VM button in the toolbar In the box that pops up choose the extension you wa
67. s a caller to hear a ringback tone when the called 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 calls to you You must specify the Caller IDs for the calls you want forwarded and the numbers where you can be reached If the system is unable to connect the call can t identify a Caller ID or can t reach you at any of the numbers you specify the call is sent to your voice mail MaxAgent Manual 59 O fe Q c D z When you answer an ONA call you may be required to enter your extension password depending on the configuration for your extension set by your system administrator Before You Set Up ONA e ONA must be enabled for your extension by your system administrator e The settings on your MaxAgent Call 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 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 57 for details on these settings Setting Up One Number Access To set up one number access 60 MaxAgent Manual l e V fk i E k o 2 Call Screening Disabl
68. served resources for the time period and sufficient resources are not available for the meeting you are attempting to schedule a message pops up telling you that there is a resource conflict One Time Only Meeting If you select One Time Only from the Frequency drop down list these are your options in the middle panel Duration 30 minutes al Now O on Date Date 02102009 Start C 03 05 PM w 1 Specify the duration of the meeting using the Up Down arrows 2 Ifthe meeting is to begin as soon as it is scheduled select Now 3 Ifthe 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 slide bar Weekly Meeting If you select Weekly from the Frequency drop down list these are your options in the middle panel 36 MaxAgent Manual il Frequency Weekly v Duration 20 minutes Start C 08 00 AM v Every 1S week s on Sunday Monday Tuesday Wednesday Thursday Friday Saturday Range of Recurrence Begin O29 0 2009 End after 1 occurence s End by ozr or2009 1 Inthe Duration field specify the duration of the meeting using the Up Down arrows 2 Inthe Start field specify the start of the meeting by clicking the Down arrow and using the slide bar 3 Inthe Every field specify how often this meeting is to occur every week every other
69. story list Use the Delete All button to delete the entire call history list MaxAgent will ask you to confirm the deletion click Yes to delete or No to cancel History Ea y 4re you sure to want to delete history items Adding Your Contacts to MaxAgent To populate the Contacts tab with the contacts listed in your Outlook Outlook Express ACT or Goldmine CRM application see CRM Integration on page 62 Once the list is populated the numbers that appear on this tab can be called transferred to and conferenced just like any other number Company Business Mobile Phone Email Address IM Address OCS Presence 510 252 9712 yaoj altigen com yaoj altigen com Available O AliGen OU Fre travis burris altigen com Offline x303 913 484 4711 O mAltiGenf OU Fre tracy acree altigen com Away O AltiGenfOU Fre Todd Candela aktigen Available AltiGen fo AltiGenfou Frem shirley altigen com Av Offline 510 252 9712 shirley altigen com shirley altigen com Available 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 presence field to initiate instant messaging with that contact You need to have OCS client installed to use this feature Checking Workgroup Status Click the W
70. t 6 5 program and ALL OTHER 6 5 client applications including MaxCommunicator MaxSupervisor MaxOutlook AltiConsole and CDR Search 2 Reboot your system 3 Install the earlier MaxAgent software as appropriate 4 MaxAgent Manual CHAPTER 3 Getting Started Start MaxAgent from the Microsoft Windows Start menu by choosing Start gt All Programs gt MaxAgent gt MaxAgent Note For users running Windows XP SP2 a firewall protection Security Alert may pop up when opening the login window If this happens click Yes to allow MaxAgent 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 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 server s IP address or the name of the system server you will be using To obtain the server name or IP address ask your IT administrator ALTIGEN DETLGEN MaxAGENT Server Name 10 10 0 8 r Extension 237 O Enable IPTalk softphone vl Always save password MaxAgent Manual 5 G D Q U p D m D Q Subsequently when you log in you Il see the IP address in the Server Name field You may use the drop down list to select a di
71. t2cc2Gersdaweeiies sng deeaws het 48 Adding Your Contacts to MaxAgent 0 0 0 00 ee 50 Checking Workgroup Status 0 0 0 cee eee eee ees 50 Viewing Your Workgroup Performance 51 NIC WANG QUCUIES 45 ra ache ot etapa a dni re eae ede ets 52 Pick Up Calls from Queue 0 eee eee 53 Using ActiveX Control with Third Party Applications 53 CHAPTER 5 Configuring Your MaxAgent cceeeccececees 55 Default Trunk ACCESS ires rone sees doa eS ehe See 56 Other General Options 0 0 ee eee 56 Cal mh Oe gas a6 wee eee wy ee he Oh Se GR le E te ince Pon ep SIRE 57 One Number Access ONA 0 0000 cc cee cee eee 59 Betore You Set Up ONA s24 0ccadeedaboen cee we eee tet 60 Setting Up One Number Access 0 0 0 0 cee eee 60 Message Notficatiom 222 0524 85e tauead ead EEE Ahearn 63 Working with Voice Mail Groups Distribution Lists 64 Working on Voice Mail Group Lists 004 64 CINA Opu0nS snus wet be bal ERE EARE eee we 66 Voice Mail Play Options 0 0 c cee ees 67 CRM UntesraG om godt tcracecn Gaueck 8 a Guard BSR SEE ARO ae 67 Tab lay OU e castors eee een oes he ee ee ht wake oe 69 Theme SClCCHOl ecaacu ius Glau Sets ener ene Ea 70 PA ec tamer hata AAT E EAE ee Aa ea whe 71 L eee a ea ener eee et er Meera re re ae ae ee We eee Seri ae eee ee ere ee I2 Appendix A 4 awit 4x Ghee oa eee ah eaten a a a 75 Errors and Tro
72. tor Place call in queue is available only if your system administrator has enabled queuing for you 58 MaxAgent Manual Number of Rings Before Forwarding The Number of Rings Before Forwarding setting pertains to almost all the options on this screen It is the number of times the phone rings before the system forwards the call to an extension voice mail or the auto attendant To have MaxAgent automatically pick up the call check the Enable Automatic Answering after x Seconds check box and use the arrow keys to choose the number of seconds Note The default setting is O seconds If the duration is set to 0 all incoming calls will go to connect state right away Neither caller nor callee will hear a ring tone 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 non workgroup calls e Single Call Waiting 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 e 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 park the current call before picking up the next call in queue e Live Call Handling when enabled allow
73. ubleshooting 0 000 cece eee eens 75 Troubleshooting IP Connectivity from a Remote Location 76 MaxAgent Manual iii iv MaxAgent Manual CHAPTER 1 About MaxAgent MaxAgent is a Windows desktop application designed to improve the performance of workgroup and call center agents ina MAX Communication Server ACC ACM MAXCS environment T r D D 5 MaxAgent allows workgroup agents to manage workgroup calls from their computers It allows direct access to call handling and other functions including the following e Viewing caller data for example IP address account number credit card number name and so on sent with an incoming call e Viewing queue data and other workgroup related statistics agent s performance and member login logout e Exporting and printing workgroup queue and performance data e 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 The following features are new in Release 6 5 e LinePark tab lIf an extension is configured as a member of a line park group in MaxAdmin the extension user can see and pick up a parked call from that group in the new LinePark tab of MaxAgent A MaxA gent user can also park a
74. use 7 digits 5555555 For long distance numbers use 10 digits area code local 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 then enter the pass word 5 Enter the Forwarding Numbers to be used by the system to find you when ONA is active You can set up to four different numbers extensions or outside numbers For outside numbers use the drop down list to select the trunk access code you want to use Specify whether the number is an extension or outside number and if a password is required When ONA is active the system dials the forwarding number s in the order from Forwarding Number 1 through Forwarding Number 4 Note that this number order does not correspond to the Schedule order for example Forwarding Number 2 is not used first during Schedule Number 2 Note If your system administrator has not configured your extension to require you to enter your extension password when answering an ONA call then a call forwarded via ONA that is picked up by a voice mail box fax machine or answering machine will connect and will not try any subsequent Forwarding Numbers T
75. vailable 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 Ea Conkacts ie Greeting Pe History Directory Wig Status Speed Dial JA WG voicemail By MeetMe monitor m WG Queue LinePark Voicemail A log of unopened and opened voice mails left at your extension Columns include Type Number Caller Name if available from extension information or from an external database Date Time Duration and Note See Dealing with Voice Mail on page 43 Contacts A list of contacts you have added to your MaxAgent Columns include Name Company Business Phone Mobile Phone Email Address IM Address OCS Presence Home Phone To find out how to add contacts to your MaxAgent see CRM Integration on page 67 12 MaxAgent Manual Greeting From the Greeting tab you can record and review greetings for each Activity state See Changing Activity Status and Recording Activity Greetings on page 14 Performance Shows your performance since midnight for each workgroup you re logged into Includes direct calls and workgroup calls Shows amount of time you were logged in not ready DND FWD on inbound calls on outbound calls in wrap up mode and in hold state See Viewing Your Workgroup Performance on page 51 History A history of your incoming outgoing and missed calls Colu
76. window to the set of tabbed pages drag it by its title bar to the tabs area gt Contacts i Monitor 3 voicemail A tab is being dragged from an independent window back to the tabs group G D 5 Q U p 9 D Q MaxAgent Manual 21 22 MaxAgent Manual CHAPTER 4 Using MaxAgent as a Workgroup Agent MaxAgent call handling related functions include e Answering calls page 23 e Dialing out page 24 e Placing calls on hold page 26 e Using call waiting page 27 e Transferring calls page 27 e Conferencing page 30 e Recording Calls page 41 e Using account codes page 41 In addition you can do the following C o Q D x gt Q D r e Check voice mail page 43 e Monitor other extensions page 46 e View the history of calls page 48 e E mail and IM from the Contacts tab page 50 e Check workgroup status page 50 e View your own workgroup performance page 51 e View queues page 52 Answering Calls To answer a call click the word Ringing in the call s State cell The state changes to Connected Record State Mame Mumber Group Ringing a 5102526353 MaxAgent Manual 23 G Connected oO 5107526355 Or click the Connect button in the toolbar Dialing Out To dial a number click in the dialing field enter a number or name and then click the Dial button or press Enter on your computer keyboard e Enter a number You can enter a number in the dialing field by

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