MaxAgent™ Manual MAX Communication Server Release 6.0 Update2 2/2009 4503-0001-6.
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.
Contents Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v CHAPTER 1 About MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 New in Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . 2 ACT!/GoldMine® Support . . . . .
Changing Activity Status and Recording Activity Greetings . . . . Setting Status to Ready or Not Ready . . . . . . . . . . . . . . . . . . . . . . Turning Do Not Disturb On and Off . . . . . . . . . . . . . . . . . . . . . . . Log Out or Change Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . Minimizing and Exiting MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . Shrinking MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Windows Tray Phone Icon .
Deleting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Returning a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Attaching a Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Forwarding Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Monitoring the Activity of Other Extensions/Workgroups . . . . . . 49 Choosing Workgroups to Monitor . . . . . . . . . . . . . . . . . . . . . .
Errors and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Troubleshooting IP Connectivity from a Remote Location . . . . 78 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Warranty What The Warranty Covers AltiGen Communications warrants its hardware products to be free from defects in material and workmanship during the warranty period. If a product proves to be defective in material or workmanship during the warranty period, AltiGen Communications will, at its sole option, repair, refund or replace the product with a like product.
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number. RMA numbers are issued by AltiGen Customer Service and can be obtained by calling 1-888ALTIGEN (258-4436) or faxing an RMA form to 510-252-9738, attention to Customer Service. AltiGen reserves the right to refuse return of any material that does not have an RMA number.
CHAPTER 1 Installation About MaxAgent MaxAgent is a Windows desktop application designed to improve the performance of workgroup and call center agents in a MAX Communication Server ACC/ACM (MAXCS) environment. MaxAgent allows workgroup agents to manage workgroup calls from their computers.
• E.164 support for call history and return calls • E.164 number support when dialing from Outlook • A department field is displayed in the Directory and Monitor tabs • User can log in as a virtual extension, a workgroup or a huntgroup, as well as a physical extension. • In a redundancy configuration, reconnection is automatic and transparent if the switch from the primary to the backup Softswitch is completed within 15 seconds. Microsoft Outlook and Outlook Express Support MaxAgent 6.
Installation MaxAgent Manual 3
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CHAPTER 2 Installation Installation The client system must meet the following minimum requirements. • IBM/PC AT compatible system • Microsoft .NET 2.0 with SP1 framework (version 2.0.50727.1433) • 2 GHz CPU or above • 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.
1. Exit all Windows applications. 2. Insert the MAXCS 6.0 Update2 Clients CD into the CD ROM drive. 3. 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.
CHAPTER 3 Getting Started Start MaxAgent from the Microsoft Windows Start menu, by choosing Start > All Programs > MaxAgent > MaxAgent 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.
(Subsequently, when you log in, you’ll see the IP address in the Server Name field. You may use the drop-down list to select a different 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.
6. If the system administrator has allowed you to change your outbound workgroup, you may do so. (Your outbound calls are logged to the workgroup specified in Outbound Workgroup.) 7. Click OK.
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.
Configure See call Information here Set your activity state Shrink window Getting Started Dialer box Status bar Call control tool bar Tabbed pages If you checked Enable IPTalk when you logged in, the right side of the toolbar looks a little different: Click the Down arrow to access the Mute button, the Volume button, and the Arrange Window button that lets you shrink the window.
• See when a call is in wrap-up mode (you have transferred it, sent it to voice mail, or hung up): : • Toggle between Ready and Not Ready . • See the number of unopened voice mails . • Turn Do Not Disturb (DND) on and off Not Disturb On and Off” on page 17). (see “Turning Do • If you’re using IPTalk, you can mute the call (using the Mute toggle button) and control the volume using the volume control.
Dialer field. Click the x to clear the dial field or close the dial pad. Dial button pops up dial pad.
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.
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 16. 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 53.
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 54. Changing Activity Status and Recording Activity Greetings You can specify your whereabouts, so that others are informed.
Setting Status to Ready or Not Ready The Ready/Not Ready button is a toggle. Click it to tell the system not to send workgroup calls to your extension. Click it again to tell the system you are ready to receive workgroup calls. Turning Do Not Disturb On and Off The button is a toggle that turns Do Not Disturb on and off. When Do Not Disturb is on, all incoming calls are forwarded according to your Enable Busy Call Handling settings.
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. 5. 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.
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 Getting Started Searching is available in these tabs: Directory, History, Contacts, Voice Mail, WG Voicemail, and Speed Dial. To search, 1. In the Search in field, select the column you want to search in. 2.
Check the tabs you want to display, and uncheck the tabs you don’t want to display. • Specify the columns you want to see by right-clicking a column heading and checking or unchecking columns in the pop-up list. Checked columns will be displayed. • Resize columns by placing the cursor on a column divider in the header area until the cursor changes to a movable double bar (||). Then move the bar to resize the column. • Rearrange columns by clicking and dragging a column name to the location you want.
• Sort columns in ascending or descending order by clicking the column heading. An ascending (first to last) or descending (last to first) arrow appears. Click the column heading again to sort in the reverse order. If you click a column heading, and all the data in that column is the same, MaxAgent keeps the sort order of the previously clicked column. Descending order • Add, remove, and rearrange the toolbar buttons in MaxAgent by right-clicking in the button area and choosing Customize Toolbar Buttons.
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.
• 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 window to the set of tabbed pages, drag it by its title bar to the tabs area. Getting Started A tab is being dragged from an independent window back to the tabs group.
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CHAPTER 4 Using MaxAgent as a Workgroup Agent MaxAgent call handling-related functions include: • Answering calls, page 25 • Dialing out, page 26 • Placing calls on hold, page 28 • Using call waiting, page 29 Using MaxAgent • Transferring calls, page 29 • Conferencing, page 32 • Recording Calls, page 42 • Using account codes, page 43 In addition you can do the following: • Check voice mail, page 45 • Monitor other extensions, page 49 • View the history of calls, page 51 • E-mail and IM from the Contacts t
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. • Enter a number—You can enter a number in the dialing field by using the standard numeric keys or numeric keypad on your computer, or by using the dial pad in MaxAgent. • Enter a name—For names recorded in the system, you can enter a name by using the keyboard on your computer to type the name.
Searching for “western team” by starting to type in the dialing field The Call Information panel displays the state of the call: Using MaxAgent Dialing Speed Dial Numbers To dial speed dial numbers, click the Speed Dial tab: 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 have been set up for your extension by the system administrator (system speed dial numbers).
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.
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 17. Using Call Waiting During a call, you may receive another incoming call.
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 Transfer button.
This feature works only with inbound trunk calls. Transferring to Voice Mail 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.
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 56. Making Conference Calls There are two types of conference calls in MaxAgent: • Station conferencing.
After the dialed party answers, click Yes in the dialog box. If the dialed party does not answer, click the No button. Canceling Conference Calls You can cancel the conference using any of the following methods: • Click the No button in the conference confirmation dialog box. • Close the conference confirmation dialog box.
• Click the FLASH button. • Right-click the appropriate call and select Drop From Conference. Normally, after canceling you will be reconnected automatically to the initial call. If you are not automatically reconnected 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.
• 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.
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.
Description Scheduler The name of the person scheduling the meeting. Schedule Time The time the Create Meeting dialog box was opened to create this meeting. Subject Identifies the subject or type of meeting. What you enter here should be easily identifiable in the meeting list. Reserved Seats Use the Up/Down arrows or type in a number, up to 30, to indicate the number of expected participants. Host Select the extension number of the host of this meeting.
One Time Only Meeting If you select One Time Only from the Frequency drop-down list, these are your options in the middle panel: 1. Specify the duration of the meeting, using the Up/Down arrows. 2. If the meeting is to begin as soon as it is scheduled, select Now. 3. If the meeting is to begin at another time, select On Date, and enter a date and start time. To select a date, click the Calendar button. To select a start time, click the Down arrow and use the slide bar.
In the Duration field, specify the duration of the meeting, using the Up/Down arrows. 2. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. 3. In the Every field, specify how often this meeting is to occur: every week, every other week, every three weeks, and so on. 4. Check the day of the week on which this meeting will occur. 5. In the Range of Recurrence panel, use the Calendar button to select a date for the first meeting. 6.
1. In the Every field, specify how often this meeting is to occur: every month, every other month, every three months, and so on. 2. In the Duration field, specify the duration of the meeting, using the Up/Down arrows. 3. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. 4.
Starting and Stopping a Meeting The meeting host 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 42). To stop a meeting before its scheduled duration is over, select the meeting and choose Stop. Manually stopping a meeting frees up resources.
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 Change Host 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.
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.
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 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.
Checking Voice Mail Click the Voicemail tab in the main window to see a list of your personal voice mail messages. Clicking in the status bar also displays the Voicemail tab. If your workgroup is configured to see the workgroup’s voice mail, click the WG Voicemail tab to check the workgroup voice mail. Using MaxAgent • New voice mail messages are indicated by a white, closed envelope and bold type. • Heard voice mail messages are indicated by a white, open envelope.
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 these commands by right-clicking a voice mail and selecting a command from the context menu. Listening options are configurable, as described in “General Information” on page 54. You can listen using the sound card on your PC or your phone.
Deleting Messages To delete a selected message, click the Delete button, or right-click a message and select Delete from the context menu. 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 MaxAgent Manual 47 Using MaxAgent 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.
Forwarding Voice Mail To forward a voice mail to an extension or a VM Group 1. Select the voice mail and click the Forward button, or right-click the voice mail and select Forward. The VM Forward dialog box opens: 2. Check the check box next to the group and/or extension to which you want to forward the message. 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.
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. If you select the Record Introductory Message check box, then when you click OK to complete the forward, pick up the phone hand set and you’ll hear a prompt to record the message. 2. Record the message and press the pound key (#). A confirmation appears on screen. 3.
which your system administrator has given you monitoring rights are listed here. 2. Select the check boxes next to the extensions/workgroups you want to monitor, and click OK. If the list is long and you want to search, type a number or name in the appropriate search box. The extensions you select will be listed in the Monitor window. Reading the Monitor List The monitor window includes these fields: State, Extension, Name, Activity, DND/FWD, Caller Name, Number, Department, Location, DNIS, and Duration.
• Holding—the extension is on hold • Hold Pending—the extension is on hold, and an action is pending • Virtual Extension Calling or Picking Up Calls If a monitored extension is Idle (green dot) you can click its Extension field 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 Using MaxAgent Click the History tab to view data about handled calls. Note: Click on the column headings to sort the data.
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. • Duration—the duration of the call.
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. Checking Workgroup Status Click the WG Status tab to view the real-time status of each workgroup you’re a member of.
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. 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.
These are the fields on the WG Queue tab: • ID—Call ID in the queue of one workgroup. The ID is unique within a workgroup, but may be repeated in all workgroups.
using ActiveX with MaxAgent, refer to the “MaxAgent ActiveX Programmer’s Guide” available from AltiGen’s web site (www.altigen.com, under Customers > Product Manuals > 6.0 Manuals).
CHAPTER 5 Configuring Your MaxAgent Using the MaxAgent Configuration window, you can configure the following behaviors and options: • General Info—password, default trunk access, and other general settings. • Call Handling—forwarding, busy call, and no-answer call handling; call waiting; number of rings before forwarding; automatic answering. • One Number Access (ONA)—forwarding of specific incoming calls. • Message Notification—how and when you want to be notified about incoming voice messages.
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. 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.
Manager to synchronize the systems. Otherwise this feature will not work. Note: The call being transferred must originate from an AltiGen PBX system running AltiWare ACC/ACM 5.0 or later, or MAXCS ACC/ACM 6.0 or later. • Disable Auto Format—If 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.
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, 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.
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 0 seconds.
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 • ONA must be enabled for your extension by your system administrator. • The settings on your MaxAgent Call Handling tab must not conflict with ONA. Specifically: — Enable Do Not Disturb must not be checked.
1. Click Extension > One Number Access in the Configuration window. 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: 3. 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. 4.
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, 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.
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 > Message Notification in the Configuration window to display the Message Notification configuration screen. You can set these notification options: • Schedule—Select during what hours you want to be alerted. • How and where to notify you—Select an option in the Notification or Reminder Message by calling section.
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: • System-based groups are set up by the system administrator. You can use but not edit these lists in MaxAgent.
To create a personal voice mail group Click the New button in theVM Group Edit dialog box. The Create Group dialog box opens. 2. Click the drop-down list to select a Group ID. 3. 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.
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 > Alert screen. You can set these alert options: • Disable—Disable screen pop. • 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.
• 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. • 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.
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: Use Database Selector—Check this check box to allow integration of your company’s CRM database with your MaxAgent, then select your CRM program from the Select current database drop-down list.
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.
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 > Theme Selection screen.
Select a theme and click Apply to see the change, or click OK to accept the theme. The theme changes without restarting MaxAgent.
• Echo Suppression—Check this check box if you are experiencing echo. • 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. • From the Voice Through drop-down list, choose the sound card that will carry the incoming and outgoing voice.
The Enable IPTalk Log check box is available only if you’re using IPTalk.
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APPENDIX A Errors and Troubleshooting The following errors may be displayed as login or connectivity errors. Error Message Description Solution Maintain the number of MaxAgent license keys or add additional session licensing. Cannot connect to AltiLink. Please check server name or network connection. 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).
Error Message Description Solution The version of MaxThe 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.
Index A AA state 13 Account Codes 43 ACT 2, 69 ActiveX control 55 all calls recorded 43 answer options 61 auto attendant 31 auto upgrade 6 speed dial 27 dialtone 13 distribution lists 66 Do Not Disturb 60 downgrade procedure 6 drop from conference 34 E B enable live call handling 61 multiple call waiting 61 single call waiting 61 Error call state 13 error messages 77 exit 18 external databases 2 busy call handling 60 Busy state 13 F C call handling configuration 59 call history 51 call holding 28 Cal
M meeting creating 36 MeetMe creating a meeting 36 MeetMe conference 34 Microsoft Outlook 2, 69 minimize 18 monitor window 49 monitoring 49 multiple call waiting 61 single call waiting 61 speed dial list 27 station conferencing 32 system requirements 5 T TCP socket 78 transfer to auto attendant 31 transferring calls to voice mail 31 troubleshooting connectivity 77 troubleshooting IP connectivity 78 N U no answer handling 60 uninstall O V ONA ring duration 64 One Number Access password 64 One Number
