Altigen MAXCS 7.0 Update 1 MaxAgent Manual do Utilizador

MaxAgent™ManualMAX Communication ServerRelease 7.0 Update 1June 11, 2014

4 MaxAgent ManualInstalling MaxAgent on a Client SystemWhen the above items are done, follow these steps on the client machine:1. Close all Windows ap

MaxAgent Manual 5applications (MaxCommunicator, MaxSupervisor, MaxOutlook, AltiConsole and CDR Search).2. Reboot your system and install the earlier

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MaxAgent Manual 7CHAPTER 3Getting StartedStart MaxAgent from the Microsoft Windows Start menu, by choosing Start > All Programs > MaxAgent >

8 MaxAgent Manual2. Enter your Extension number and Password assigned to your phone.If you want to store your login password and have it entered autom

MaxAgent Manual 97. If the system administrator has allowed you to change your outbound workgroup, you may do so. (Your outbound calls are logged to

10 MaxAgent ManualIP Extensions Using IP TalkTo use IPTalk, you need an AltiGen-certified USB headset system (your phone system administrator or AltiG

MaxAgent Manual 11If you checked Enable IPTalk when you logged in, the right side of the toolbar looks a little different: Click the Down arrow to ac

12 MaxAgent Manual• 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 Rea

MaxAgent Manual 13Call Information PanelThe call information panel displays several columns of information about calls: Record— shows when a call is

WARNING!Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently

14 MaxAgent Manual• Ringing—an outgoing call is ringing another phone or an incoming call is ringing your phoneName—the name of the person on the othe

MaxAgent Manual 15Voicemail—A log of unopened and opened voice mails left at your extension. Columns include: Type, Number, Caller Name (if available

16 MaxAgent ManualWG Voicemail—A log of unopened and opened voice mails left at the workgroup extension(s). Columns include: Type, Number, Caller Name

MaxAgent Manual 17• PTO (personal time off)Your system administrator may have configured additional activities to select from. The activity category

18 MaxAgent ManualLog Out or Change WorkgroupsYou can log out of a workgroup or change the workgroups you’re logged in to as follows:1. Click the Logi

MaxAgent Manual 19When MaxAgent is shrunk and you put a call on hold (by clicking the Hold button), the number flashes. Clicking the number reconnect

20 MaxAgent Manualmagnifying glass or make another selection in the Search in field, and you’ll see all the information on the tab.Customizing the Dis

MaxAgent Manual 21• Resize columns by placing the cursor on a column divider in the header area until the cursor changes to a movable double bar (||)

22 MaxAgent ManualThe buttons displayed in your MaxAgent are in the right-hand list. To remove a toolbar button, select it and click Remove. To add a

MaxAgent Manual 23• Remove the dialer field by right-clicking a toolbar button and choosing Customize Toolbar Buttons, as above. In the Toolbar Custo

MaxAgent Manual iContentsCHAPTER 1About MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1Microsoft Outlook and Outloo

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MaxAgent Manual 25CHAPTER 4Using MaxAgentMaxAgent call handling-related functions include:• Answering calls, see page 25• Dialing out, see page 26• P

26 MaxAgent ManualOr, click the Connect button in the toolbar.Dialing OutTo dial a number, click in the dialing field, enter a number or name, and the

MaxAgent Manual 27The Call Information panel displays the state of the call:Shortcut-Key Dialing and Smart Tag DialingShortcut-key dialing—If you con

28 MaxAgent ManualNote: If you have more than one MaxClient installed (MaxCommunicator, MaxAgent, MaxOutlook, or MaxCommunicator/Agent within Microsof

MaxAgent Manual 291. Click the Speed Dial tab and double-click an empty Extention type row. The Extension Speed dialog box pops up. 2. Enter a name,

30 MaxAgent ManualClick 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

MaxAgent Manual 31(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 da

32 MaxAgent ManualDisplaying a Note on the IP Phone LCDIf you want the note you type in the User Data field of the call to be displayed on the IP phon

MaxAgent Manual 33Note: You can forward a call to an auto attendant without answering it by clicking the To AA button while the call is ringing.Forwa

ii MaxAgent ManualCHAPTER 4Using MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25Answering Calls . . . . . . . . . .

34 MaxAgent Manual• Dragging—While connected to one party, drag a Hold call to the Connected call, or drag a number from the Directory, Speed Dial, Co

MaxAgent Manual 35Canceling Conference CallsYou can cancel the conference using any of the following methods: • Click the No button in the conference

36 MaxAgent ManualMeetMe ConferenceIf your company has this feature available, you can schedule a phone meeting to take place at a specified time in t

MaxAgent Manual 37Working in the MeetMe Conference Window• Click a button to perform a function (for example, create a meeting). The buttons at the b

38 MaxAgent ManualCreating a MeetingTo create a meeting, click one of the Create buttons. The Create Meeting dialog box opens.The following parameters

MaxAgent Manual 39Fill in the fields of the Create Meeting dialog box, and click OK. See the following sections for directions on filling in the fiel

40 MaxAgent ManualOne Time Only MeetingIf you select One Time Only from the Frequency drop-down list, these are your options in the middle panel:1. Sp

MaxAgent Manual 411. In the Duration field, specify the duration of the meeting, using the Up/Down arrows.2. In the Start field, specify the start of

42 MaxAgent Manual4. 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

MaxAgent Manual 43Starting and Stopping a MeetingThe meeting host and the MaxAdministrator (“Admin”) can start and stop a meeting.To start a meeting

MaxAgent Manual iiiViewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Pick Up Calls from Queue. . . . .

44 MaxAgent ManualContinuing a Meeting Beyond Its Duration TimeWhen the scheduled meeting time is up, the meeting may continue if no other scheduled m

MaxAgent Manual 45To record a call—While connected to a call, click the Record button, or right-click the call and select Start Recording from the co

46 MaxAgent Manual1. 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 dis

MaxAgent Manual 47Choose Display to indicate whether to show the time of the voicemail messages as the local time or the server time (this is only of

48 MaxAgent ManualWhen you listen to a new message, the envelope icon changes from closed to open, indicating that the message has been heard, and the

MaxAgent Manual 49Returning a Call To return the call, select the voice mail and click the Return button or click the number in the Number field.Atta

50 MaxAgent ManualNotes:• Click on the column headings to sort the data.• If the extension name is configured for an extension, it is used to match th

MaxAgent Manual 51Choosing Workgroups / Extensions to MonitorYou choose which workgroups to monitor when you log in; see “Logging In” on page 7.To se

52 MaxAgent ManualCalling or Picking Up CallsIf a monitored extension is Idle (green dot) you can click its Extension field to ring the extension.If a

MaxAgent Manual 53Communication Server. Thus, the times displayed here may not match those in the voice mail view in the main window.• Duration—the d

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54 MaxAgent ManualInformation includes: the workgroup number, the workgroup name, whether you are logged in or logged out, the number of calls in queu

MaxAgent Manual 55Much of the data reported here is also reported in the Supervisor’s view of group statistics and is further discussed in “Viewing G

56 MaxAgent ManualPick Up Calls from QueueTo pick up a call from a workgroup queue, click on the queued call and click the Pickup Call button. If you

MaxAgent Manual 57CHAPTER 5Configuring MaxAgentUsing the MaxAgent Configuration window, you can configure the following behaviors and options:• Gener

58 MaxAgent ManualYou can configure these general settings:• Default Trunk Access—The trunk access codes are defined by the system administrator. When

MaxAgent Manual 59The Microsoft programs in which you want to use this option must be open when you set the option. After checking Enable Smart Tags,

60 MaxAgent ManualTo enable or disable the MaxIESmartTag, select it and click the Enable or Disable button at the bottom of this dialog box (not shown

MaxAgent Manual 61Enable Auto DialIf you check this box, any phone number you dial using a Smart Tag or the Select-n-Dial method is dialed automatica

62 MaxAgent ManualWorkgroup Key Status Refresh IntervalWhen MaxAgent is shrunk to a strip at the top or bottom of the screen, the number of calls in q

MaxAgent Manual 63Do Not DisturbIf you check Enable Do Not Disturb, all incoming calls are forwarded according to your Enable Busy Call Handling sett

MaxAgent Manual 1CHAPTER 1About MaxAgentMaxAgent is a Windows desktop application designed to improve the performance of workgroup and call center ag

64 MaxAgent Manual• Multiple Call Waiting—enables a “non-workgroup queue” of multiple calls waiting. You must also select the Place Call In Queue opti

MaxAgent Manual 652. Select the times you want to be available to ONA callers. If you choose Enable schedule based access, you can set up to four dif

66 MaxAgent ManualYou can enter up to 10 phone numbers in the Caller ID Verification fields. For local numbers, use 7 digits (5555555). For long dista

MaxAgent Manual 67Message NotificationYou can specify how and when you’d like to be alerted to new messages when you’re away from your desk. Click Ex

68 MaxAgent ManualWorking with Voice Mail Groups (Distribution Lists)You can set up voice mail groups (distribution lists) to forward messages to mult

MaxAgent Manual 69Creating a Personal Voicemail Group1. Click the New button in theVM Group Edit dialog box.2. Click the drop-down list to select a G

70 MaxAgent ManualCall Alert OptionsIf you want MaxAgent to inform you when you have a call, specify your desired method(s) in the Configuration windo

MaxAgent Manual 71• Waiting time longer than—A message window pops up when a call has been waiting in queue longer than the time you specify here. Yo

72 MaxAgent ManualCRM IntegrationMaxAgent can access phone numbers from your Microsoft Outlook, Outlook Express, ACT!, or GoldMine® database. During i

MaxAgent Manual 73Match Digits—Select the number of digits to match for caller ID. Matching starts from right and moves left. This option is for call

2 MaxAgent ManualACT!/GoldMine® SupportMaxAgent 7.0 Update 1 supports ACT! 2007, 2009, and 2010 and GoldMine® 6.5, 6.7, and 7.0 contact management sof

74 MaxAgent ManualSelect a theme and click Apply to see the change, or click OK to accept the theme. The theme changes without restarting MaxAgent.Ser

MaxAgent Manual 75IPTalkIf you’re using IPTalk, set the options in the IPTalk configuration screen:• Echo Suppression—Check this check box if you are

76 MaxAgent Manual• 802.1—This setting is related to the priority given to voice packets traversing your network. For guidance on setting this value,

MaxAgent Manual 77The Enable IPTalk Log check box is available only if you’re using IPTalk. The Application log is for MaxAgent.

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MaxAgent Manual 79CHAPTER 6Using MaxCallMaxCall is intended for agents involved in marketing campaigns and other campaigns where the same message mus

80 MaxAgent ManualThe MaxCall tab has the following columns:• Phrase—List of phrases, or scripts, that you have recorded. These are stored on the MAXC

MaxAgent Manual 81Recording a PhraseTo record a message to add to the phrase list, 1. Click the Add/Review Phrase button.2. Select the Record button.

82 MaxAgent Manual7. You can delete the phrase after listening or simply exit the dialog box.

MaxAgent Manual 83APPENDIX AErrors and TroubleshootingThe following errors may be displayed as login or connectivity errors. Error Message Descriptio

MaxAgent Manual 3CHAPTER 2InstallationThe client system must meet the following minimum requirements. Operating systems supported:• Windows 8.1 (64-b

84 MaxAgent ManualTroubleshooting IP Connectivity from a Remote LocationIf problems occur connecting to your company’s MAX Communication Server from a

MaxAgent Manual 85IndexNumerics802.1 76AAA state 13Account Codes 45ACT 1ACT, integrating with 72ActiveX control 56all calls recorded 44answer options

86 MaxAgent Manualhold 13hold button 29hold pending 13, 51Iidle state 13installation requirements 3Internet Explorerenabling/disabling Max Smart Tag 5

MaxAgent Manual 87configuring in Internet Explorer 59configuring in MaxOutlook 58configuring in Microsoft Office 59speed dial list 28station conferen