MaxAgent™ Manual MAX Communication Server Release 7.
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 CHAPTER 1 About MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . . 1 ACT!/GoldMine® Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 CHAPTER 2 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 4 Using MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25 Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dialing Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Shortcut-Key Dialing and Smart Tag Dialing . . . . . . . . . . . . . . . Dialing Speed Dial Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Pick Up Calls from Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Using ActiveX Control with Third Party Applications . . . . . . . . . . . 56 CHAPTER 5 Configuring MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
iv MaxAgent Manual
CHAPTER 1 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.
ACT!/GoldMine® Support MaxAgent 7.0 supports ACT! 2007, 2009, and 2010 and GoldMine® 6.5, 6.7, and 7.0 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.
CHAPTER 2 Installation The client system must meet the following minimum requirements. Operating systems supported: • Windows XP Professional SP3 • Windows 2008 (32-bit or 64-bit) • Windows 7 (32-bit or 64-bit) • Windows 8 (64-bit) System requirements: • IBM/PC AT compatible system • Microsoft .NET 2.
• The extension affiliated with the client computer 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 done, follow these steps on the client machine: 1. Close all Windows applications. 2. Insert the MAXCS 7.0 media (CD or other media). 3. Open the MaxAgent folder and run the Setup program, following the installation instructions on the screens.
Downgrade Procedure 1. Go to Control Panel > Add/Remove Programs and remove MaxAgent 7.0 and ALL OTHER 7.0 client applications (MaxCommunicator, MaxSupervisor, MaxOutlook, AltiConsole and CDR Search). 2. Reboot your system and install the earlier MaxAgent software, as appropriate.
6 MaxAgent Manual
CHAPTER 3 Getting Started Start MaxAgent from the Microsoft Windows Start menu, by choosing Start > All Programs > MaxAgent > 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 computer to your local Internet service provider.
(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.
Check this box to log into all groups 6. Select the workgroup or workgroups you want to log in to. You can log in to eight workgroups simultaneously. 7. 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.) 8. Click OK.
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 computer, and even receive phone calls as you would at the office. Loggin In From a Remote Location 1.
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 20.
Status Bar From the status bar you can do the following: • Change your activity state from the drop-down list (see “Changing Activity Status and Recording Activity Greetings” on page 16). • If you have configured Call Handling to forward all calls, see the target destination. • 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.
You can choose the buttons you want and the order in which you want them. See “Customizing the Display” on page 20. The Dialer field and Dial button are also in the toolbar. Click the Dial button to pop up the dial pad.
• 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.
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 47. Contacts—A list of contacts you have added to your MaxAgent. Columns include: Name, Company, Business Phone, Mobile Phone, Email Address, IM Address, Home Phone. To find out how to add contacts to your MaxAgent, see “CRM Integration” on page 72.
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 28. 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.
• Meeting • Away • Travel • PTO (personal time off) Your system administrator may have configured additional activities to select from. The activity category you select appears beside the button. Keep your Activity status updated. You can record a 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.
Note: If the 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 Workgroups You can log out of a workgroup or change the workgroups you’re logged in to as follows: 1. Click the Login button 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.
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 the Hold button), the number flashes. Clicking the number reconnects to the call. Note: If a new call comes in while a call is on hold, MaxAgent changes to normal size automatically, allowing you access to both calls.
1. In the 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 the Search in field, and you’ll see all the information on the tab.
• 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. Moving the Record column to the right • Sort columns in ascending or descending order by clicking the column heading. An ascending (first to last) or descending (last to first) arrow appears.
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 the Up button or Down button, until the toolbar button is where you want it. When finished, click OK.
• 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 70.
24 MaxAgent Manual
CHAPTER 4 Using MaxAgent MaxAgent call handling-related functions include: • Answering calls, see page 25 • Dialing out, see page 26 • Placing calls on hold, see page 29 • Using call waiting, see page 30 • Transferring calls, see page 30 • Conferencing, see page 33 • Recording Calls, see page 44 • Using account codes, see page 45 In addition you can do the following: • Check voice mail, see page 46 • Monitor other extensions, see page 50 • View the history of calls, see page 52 • E-mail and IM from the C
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: Shortcut-Key Dialing and Smart Tag Dialing Shortcut-key dialing—If you configured MaxAgent to let you use shortcut keys to dial a selected phone number in another program, for example, Excel or Internet Explorer, you can make a call by selecting the number and using those shortcut keys.
Note: If you have more than one MaxClient installed (MaxCommunicator, MaxAgent, MaxOutlook, or MaxCommunicator/Agent within Microsoft Office Communicator), and you have enabled Smart Tags on more than one, it is best to open only the one you want to do the dialing. If you have more than one open, MAXCS may not use the program you want it to use. If more than one Smart Tag-enabled program is open, MAXCS will use the first one it finds, using this search order: MaxCommunicator, MaxAgent, MaxOutlook.
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.
Clicking in the User Data field opens the User Data dialog box, where you can type a note. (See page 32.) (What you type in the User Data field for the call is also displayed on the History tab in the call’s Note field.) 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.
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. This feature works only with inbound trunk calls. Transferring to Voice Mail While connected to a call, click the To VM button in the toolbar.
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 63. Making Conference Calls There are two types of conference calls in MaxAgent: • Station conferencing.
• 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. • 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.
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.
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.
• 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.
The options in the middle panel change, depending on the frequency you select The following parameters apply to all meetings: Parameter Description ID The conference ID is created by the system. 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.
Parameter Description Frequency Select the frequency of this meeting from the dropdown 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 Conference Passcode If you check this, no one can participate who does not enter the conference passcode that you supply.
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. Weekly Meeting If you select Weekly from the Frequency drop-down list, these are your options in the middle panel: 1.
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: 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.
Calendar button to specify a date by which the meetings will cease. E-mailing a Meeting Invitation In the MeetMe Conference window, click the Email button to see an automatically generated meeting invitation. It will look something like this: In the Invitation window, you can then click the Send By Outlook button 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”.
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: • Mute other participants Note: 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.
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. 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.
To listen to the recording—If 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.
1. Click the Account button. 2. In the 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.
• 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. • 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.
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.
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.
Notes: • Click on the column headings to sort the data. • If the 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.
Choosing Workgroups / Extensions to Monitor You choose which workgroups to monitor when you log in; see “Logging In” on page 7. To select which extensions you want to monitor, 1. Click the Monitor tab. 2. Click Select Extensions near the bottom left corner of the page. 3. Select the check boxes next to the extensions you want to monitor; clear those you don’t. Click OK.
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 Click the History tab to view data about handled calls. Note: Click on the column headings to sort the data. The History tab displays the following fields: • Direction—indicates if the call is incoming or outgoing, or was a missed call.
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. • DNIS—DNIS digits collected, if available • Group—Group number or name • 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.
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.
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 (commaseparated 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 .
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.
CHAPTER 5 Configuring 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.
You can configure these general settings: • 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. • Enable Smart Tag—If you check this option, two things happen: • In Internet Explorer, a dotted underline will appear under telephone numbers. You can click the number to make the call.
The Microsoft programs in which you want to use this option must be open when you set the option. After checking Enable Smart Tags, you need to close and reopen Internet Explorer and the Microsoft Office programs. Then you must configure your Microsoft Office programs to display the Max Smart Tag, as follows. Configuring Microsoft Office Programs To Display the Max Smart Tag 1.
To enable or disable the MaxIESmartTag, select it and click the Enable or Disable button at the bottom of this dialog box (not shown in figure). Select-n-Dial Select-n-Dial lets you select a phone number from any window, for example, Internet Explorer, Microsoft Word, Excel, Notepad, and so on, and then press the keys you define here to dial that number. To set up this option, 1. Check the Select-n-Dial check box. 2. Select a combination of keys as your shortcut: Select one key from the drop-down list.
Enable Auto Dial If you check this box, any phone number you dial using a Smart Tag or the Select-n-Dial method is dialed automatically. The phone number appears in the Number column and the state column displays Ringing. If this box is not checked, then a phone number selected by the Smart Tag method or the Select-n-Dial method is displayed in the MaxAgent dialer, and you need to click the Connect button to make the call.
Workgroup Key Status Refresh Interval When MaxAgent is shrunk to a strip at the top or bottom of the screen, the 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.
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.
• 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. • Live Call Handling—when enabled, allows a caller to hear a ringback tone when the called party is in voice mail, paging, transfer, or conference state.
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. Check a Schedule box and choose the times you want to be available for ONA from the drop-down lists. 3. Check Enable Call Screening if you want the system to prompt the ONA caller to record a caller name to continue ONA. 4. If you want, check Verify Caller ID based on the following and then specify the incoming phone numbers for ONA.
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: • The types of messages about which you want to be alerted: none, urgent voice messages only, or all voice messages. • Schedule—Select during what hours you want to be alerted.
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.
Creating a Personal Voicemail Group 1. Click the New button in theVM Group Edit dialog box. 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. Updationg a Personal Voicemail Group 1.
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.
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 computer. Configure CRM integration in the Configuration window’s Integration screen: Use Database Selector—Check this to allow integration of your company’s CRM database with 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.
Select a theme and click Apply to see the change, or click OK to accept the theme. The theme changes without restarting MaxAgent. Server Time You cn choose whether to display the server time on the status bar. Choose Customization > Server Time.
IPTalk If you’re using IPTalk, set the options in the IPTalk configuration screen: • 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.
• 802.1—This setting is related to the priority given to voice packets traversing your network. For guidance on setting this value, see your system administrator. • From the Voice Through drop-down list, choose the sound card that will carry the incoming and outgoing voice. It could be a sound card in your computer, or it could be a USB-based sound card in your headset system. • From the Ring Through drop-down list, choose the device that will carry the incoming ring.
The Enable IPTalk Log check box is available only if you’re using IPTalk. The Application log is for MaxAgent.
78 MaxAgent Manual
CHAPTER 6 Using MaxCall MaxCall is intended for agents involved in marketing campaigns and other campaigns where the same message must be delivered over and over. Using MaxCall, you can record scripts, called phrases. Then, when you dial a call and the other party answers, by clicking a button you can hand the call over to the MAXCS system, which then plays the phrase you selected. This frees your extension to make the next call. The feature is available on the MaxCall tab.
The MaxCall tab has the following columns: • Phrase—List of phrases, or scripts, that you have recorded. These are stored on the MAXCS server. • Date—The date the phrase was recorded or last modified. • Duration—The duration of the phrase in hh:mm:ss format. • Notes—Notes you enter about the phrase. Double-click the Notes cell to enter notes. The drop-down list at the bottom displays campaign names and the transmit caller ID for each campaign. Using a Phrase 1.
Recording a Phrase To record a message to add to the phrase list, 1. Click the Add/Review Phrase button. 2. Select the Record button. 3. Enter a name in the Phrase Name text box. 4. Click the Record button. Your phone will ring. 5. Answer the phone and record the message. 6. Click the Stop button. The message is saved as a phrase on MAXCS, and MAXCS notifies you and adds the new phrase to the phrase list in MaxCall. The length of the phrase is added to the Duration column.
7. You can delete the phrase after listening or simply exit the dialog box.
APPENDIX A Errors and Troubleshooting The following errors may be displayed as login or connectivity errors. Error Message AltiServ or MAXCS connection limit has been exceeded. Description Solution No MaxAgent was found OR more than allowed number of MaxAgent users have attempted to log on. Maintain the number of MaxAgent license keys or add additional session licensing. Cannot connect to You are not connected AltiLink. Please check to MAX Communicaserver name or nettion Server. work connection.
Error Message Description Cannot use “IP Exten- You tried to log in with sion integrated with IP the IP extension option Talk.” without the IP-Talk License. Solution Confirm that your extension is set up as an IP extension with dynamic IP address and that an IP-Talk License has been registered. The version of MaxA- The installed version of Upgrade MaxAgent to match gent on your desktop MaxAgent does not the current running version of is out of date. match the version of MAX Communication Server.
Index configuration call handling 62 general 57 connected 13 contacts screen pop, configuring CRM integration 72 Numerics 802.
hold 13 hold button 29 hold pending 13, 51 I idle state 13 installation requirements 3 Internet Explorer enabling/disabling Max Smart Tag 59 Internet Explorer, auto-dialing from 61 IP connectivity, troubleshooting 84 IP extension, troubleshooting 84 IPTalk License 2 L licenses required 2 live call handling 64 logs 76 M MaxCall enabling 79 how to use 79 recording a phrase 81 reviewing and deleting a phrase 81 using a phrase 80 meeting creating 37 MeetMe creating a meeting 37 MeetMe conference 36 Microsoft
configuring in Internet Explorer 59 configuring in MaxOutlook configuring in Microsoft Office 59 speed dial list 28 station conferencing 33 system requirements 3 58 T TCP socket 84 ToS(Hex) 75 transfer to auto attendant 32 transferring calls to voice mail 32 troubleshooting connectivity 83 troubleshooting IP connectivity 84 U uninstall 4 V voice mail forwarding 49 playing 47 voice mail group 68 voice recording 46 voice through list 76 W Windows tray 19 workgroup 50 MaxAgent Manual 87
