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 Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 CHAPTER 2 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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 Using MaxAgent with Polycom Phones . . . . . . . . . . . . . . . . . . . . . 56 Device Auto-Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Client Auto-Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Troubleshooting IP Connectivity from a Remote Location . . . . . 86 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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 ACM (MAXCS) environment. MaxAgent allows workgroup agents to manage workgroup calls from their computers.
• MaxCall requires a MaxCall seat license for each user or a MaxCall session license. • An optional Polycom Advanced Features license is available for using special features of various Polycom phones with MaxAgent. A system administrator can verify seat licenses in MaxAdministrator by selecting License > Client SEAT License Management from the main menu.
CHAPTER 2 Installation The client system must meet the following minimum requirements. Operating systems supported: • Windows 8.1 (64-bit) • Windows 7 (32-bit or 64-bit) System requirements: • IBM/PC AT compatible system • Microsoft .NET 2.0 or higher • 2 GHz CPU or faster • 1 GB available hard drive disk space • 1 GB RAM • SVGA monitor (1024 x 768) with 256 color display or better • Keyboard and mouse • A sound card in the computer, if using IPTalk • MAX Communication Server ACM 7.
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. On the MAXCS 7.5 installation media, open he MaxAgent folder and run the Setup program, following the installation instructions on the screens. 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 computer, and run the MaxAgent Setup program.
(MaxCommunicator, MaxSupervisor, MaxOutlook, AltiConsole and CDR Search). 2. Reboot your system and install the earlier MaxAgent software, as appropriate.
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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 computer 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.
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.
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. 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.
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 computer. 2. Use the MaxAgent dialing and call accepting functions as usual to make and receive calls.
See call Information here Set your activity state Dialer box Configure Status bar Shrink window 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 (see “Turning Do Not Disturb On and Off” on page 17). • 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 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: • AA — the call is being transferred to an auto attendant • Busy — callee is busy or not available • Call Pending — the call is placed into a workgroup queue • Conference — the call is in conference • Connect — t
• Ringing — an outgoing call is ringing another phone or an incoming call is ringing your phone 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 yo
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 74.
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 46. MeetMe — From the MeetMe tab, you can schedule and monitor phone meetings. See “MeetMe Conference” on page 36. Monitor — A list of extensions you have chosen to monitor.
• 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.
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. To log out from all workgroups, check the Group box. 3. If logout reason codes are required in your system, select one in the Logout Reason drop-down list. 4.
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. 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. When you have new voice mail, the icon changes to show you have voice mail.
magnifying glass or make another selection in the Search in field, and you’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: • 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. • Specify the tabs you want to display: right-click on the area just above the tabs. A list of tabs opens.
• 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 72.
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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 30 • Using call waiting, see page 30 • Transferring calls, see page 31 • 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.
Setting Up and Editing Extension Speed Dial Numbers To set up an extension speed dial number: 1. Click the Speed Dial tab and double-click an empty Extension 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.
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. 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.
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.
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 if the third party doesn’t answer.
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.
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 > Call Handling screen. You may conference calls in the following ways: • Dragging — While connected to one party, drag a Hold call to the Connected call, or drag a number from the Directory, Speed Dial, Contacts, or Monitor tabs to the Connected call.
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. Note: If a conference has more than 30 participants, the system will automatically mute all participants to maintain voice quality. The conference host can then un-mute up to 30 participants concurrently.
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.
Creating a Meeting To create a meeting, click one of the Create buttons. The Create Meeting dialog box opens. 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.
Parameter Description Reserved Seats Use the Up/Down arrows or type in a number, up to 30, to indicate the number of expected participants. If your company’s phone system allows it, you can invite up to 120 participants. When a conference reaches more than 30 participants, all participants will automatically be muted. The conference host can un-mute up to 30 participants concurrently. 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.
1. 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.
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 month) 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.
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 44). To stop a meeting before its scheduled duration is over, select the meeting and choose Stop. Manually stopping a meeting frees up resources.
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.
To record a call — While connected to a call, click the Record button, or right-click the call and select Start Recording from the context menu. While a call is being recorded, a round red icon appears in the call’s Record column. If your system administrator has set the Insert Recording Tone option for your extension, both parties will hear a tone when the recording begins and every 15 seconds thereafter. To pause recording — Right-click the call and select Pause Recording.
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.
Choose Display to indicate whether to show the time of the voicemail messages as the local time or the server time (this is only offered if the server is in a different time zone). • 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 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.
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. • 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.
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.
To configure this, 1. In MaxAgent select Configuration > Extension. You will see an option Use Polycom phone to make or answer calls. There are three options for this feature: • Disabled - You must answer and place calls manually. • Speaker - When you click an incoming call from the MAXCS client, the call will be answered by the phone's speaker; outgoing MAXCS client calls will be dialed and directed to the phones' speaker.
picked up. Note that there may be a few seconds (3-4) of delay answering calls with this feature.
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 the VM 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. Updating 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.
For Screen Pop — Check this if you want a contact’s contact page to pop up when you get a call from that contact. 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.
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. Server Time You can 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.
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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 64 general 59 connected 13 contacts screen pop, configuring CRM integration 74 Numerics 802.
hold 13 hold button 30 hold pending 13, 51 I idle state 13 installation requirements 3 Internet Explorer enabling/disabling Max Smart Tag 61 Internet Explorer, auto-dialing from 63 IP connectivity, troubleshooting 86 IP extension, troubleshooting 86 IPTalk License 1 L licenses required 1 live call handling 66 logs 78 M MaxCall enabling 81 how to use 81 recording a phrase 83 reviewing and deleting a phrase 83 using a phrase 82 meeting creating 38 MeetMe creating a meeting 38 MeetMe conference 36 Microsoft
configuring in Internet Explorer 61 configuring in MaxOutlook configuring in Microsoft Office 61 speed dial list 28 station conferencing 34 system requirements 3 60 T TCP socket 86 ToS(Hex) 77 transfer to auto attendant 33 transferring calls to voice mail 32 troubleshooting connectivity 85 troubleshooting IP connectivity 86 U uninstall 4 V voice mail forwarding 49 playing 47 voice mail group 70 voice recording 46 voice through list 78 W Windows tray 19 workgroup 50 MaxAgent Manual 89
