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MaxACD Administrator Manual i
Contents
Chapter 1: Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
MaxACD Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Automatic Call Distribution Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Auto Attendant (AA) Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Voice Mail Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Exchange Integration Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Administration Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Voice over IP Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Additional Workgroup-Related Applications . . . . . . . . . . . . . . . . . . . . . . . . 10
Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Chapter 2: System Requirements and Installation . . . . . . . .13
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
MaxACD Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
MaxACD for Lync Server Licenses (Bundle license 9Lxxxx…) . . . . . . . . . . . . 14
MaxAgent for Lync Licenses (Bundle license 9Axxxx…). . . . . . . . . . . . . . . . 14
MaxSupervisor for Lync Licenses (Bundle license 9Bxxxx…) . . . . . . . . . . . . 15
Additional Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Preparation for Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Run the HMCP Certification Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Installing MaxACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Installing MaxACD and HMCP Separately . . . . . . . . . . . . . . . . . . . . . . . . . 17
Installing Administrator on a Network Client . . . . . . . . . . . . . . . . . . . . . . . . 18
Uninstalling MaxACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Lync Front-end Server Adjustments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Troubleshooting (Error Messages) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Chapter 3: Getting Around MaxACD Administrator . . . . . . . .21
Logging In and Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Changing the Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
The MaxACD Administrator Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . 22
The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
The View Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Components View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Trunk View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Extension View Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Call Log View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Workgroup View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Current Resource Statistics Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Assigning Seat-Based Client Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Stopping the MaxACD Switching Service . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Programs Available from the Windows Start Menu . . . . . . . . . . . . . . . . . . . . 30
- MaxACD Administrator 1
- Contents 3
- About This Manual 11
- Overview 13
- Chapter 1: Overview 14
- Auto Attendant (AA) Features 17
- Voice Mail Features 17
- Exchange Integration Features 18
- Administration Features 19
- Voice over IP Features 20
- Capacities 21
- System Requirements 23
- MaxACD Licenses 24
- Preparation for Installation 25
- Installing MaxACD 26
- Uninstalling MaxACD 28
- Logging In and Out 31
- Changing the Password 32
- Quick Access Toolbar 33
- The View Windows 34
- Trunk View Window 35
- Extension View Window 36
- Call Log View Window 36
- Workgroup View Window 37
- Setting the Refresh Interval 39
- Configuring the MaxACD System 41
- Setting General Parameters 42
- Setting a System Number Plan 45
- Routing Calls on Holidays 51
- To create a Holiday Profile 52
- Creating Account Codes 55
- Setting up Call Reports 56
- Country-Relevant Settings 58
- Setting Toll Call Prefixes 59
- Setting Emergency Numbers 59
- • Music on hold 60
- Media Server Management 63
- Setting Parameters 64
- HMCP Configuration Tool 66
- The settings: 67
- Voice Mail Configuration 69
- Creating Distribution Lists 72
- Defining a Distribution List 73
- Auto Attendant Configuration 75
- Adding Auto Attendants 76
- Configuring Menu Items 78
- Collecting Digits 80
- Phrase Management 82
- Multilingual Configuration 85
- To add a language: 87
- Configuring the Extension 89
- Which Language Will Be Used? 91
- Call Recording Configuration 93
- Configuring Call Recording 94
- Application Extension Setup 97
- Application Failover Plan 98
- Application Information 99
- Readying the Application 99
- MaxACD Administrator Manual 100
- Component Configuration 101
- • G.711 VPR — 1,000 104
- • G.711/G.723/G.729 VPR — 200 104
- Trunk Configuration 107
- MaxACD Administrator Manual 110
- SIP Tie Trunk Properties 111
- SIP Trunk Properties 112
- Configuring a SIP Trunk 113
- Creating a SIP Trunk Profile 114
- Incoming Call Routing 116
- Outgoing Call Blocking 117
- In Call Routing Configuration 119
- Configuring Caller ID Routing 120
- DNIS Routing 121
- Configuring DNIS Routing 123
- Configuring Out Call Routing 126
- Parameter Description 127
- Creating a Route 128
- Setting Default Routes 128
- Working on Dialing Patterns 129
- To delete a dialing pattern 130
- Extension Configuration 133
- Setting up Extensions 134
- Account Code 136
- IP Extension Configuration 136
- Lync Agent 136
- Setting Wrap-up Time 138
- Setting Inter Call Delay 138
- Setting Mailbox Options 139
- Disabling a Mailbox 140
- SMTP/POP3 Setting 141
- Mail Forwarding Options 141
- Press Zero Option 141
- Setting Mailbox Capacities 142
- Emergency Notification 144
- Setting Notification Timing 146
- Enabling Message Notification 147
- Setting Answering Options 148
- Forwarding All Calls 149
- Setting Up Monitor Lists 151
- To add members to the list 152
- To remove members 152
- Routing Unassigned Extensions 153
- • Only digits are allowed 154
- Deleting a Route 155
- Line Park Configuration 157
- Deleting a Line Park Group 160
- Workgroup Configuration 161
- Apply to Button 164
- Setting Up Workgroups 165
- Setting Call Restrictions 166
- Service Level Threshold 166
- Workgroup Recording Options 167
- Setting Business Hours 170
- Skill-Based Rule Example 1 174
- Skill-Based Rule Example 2 175
- Setting E-mail Options 177
- Voice Mail Access Option 179
- Setting Call Handling Options 181
- Handling Busy Calls 182
- Handling Unanswered Calls 183
- Announce Agent Info 185
- Queue Management - Basic 186
- Setting Queue Phrase Options 187
- Queue Announcement 187
- Expected Wait Time Sampling 188
- Queue Overflow Forwarding 188
- Quit Queue Option 188
- Queue Management - Advanced 189
- Announcement 190
- Menu Selection 191
- Queue Overflow 192
- Agent Logout Reason Codes 193
- Adding Transmitted CIDs 194
- Editing Transmitted CIDs 195
- Opening Enterprise Manager 198
- Configuration Buttons 200
- Setting VoIP Codec Profiles 201
- G.729 RTP Packet 203
- Length (ms) 203
- Defining the IP Dialing Table 205
- Configuring Departments 207
- To define a department 208
- Redundancy Configuration 209
- Switchover Considerations 210
- Requirements 211
- Configuring Redundancy 211
- General Maintenance 217
- Manually Switching Servers 218
- Rebooting Servers 218
- Redundancy Limitations 219
- System Report Management 221
- Using SNMP 223
- List of Traps Sent 225
- When You Install MaxACD 228
- Testing for Synchronization 231
- Troubleshooting Tips 232
- To gather trace files 233
- Tools and Applications 235
- Backing Up Files 236
- Scheduling Backups 237
- Restoring Backed up Files 237
- Checking Extension Security 239
- Trace Collector 241
- • System Configuration Data 242
- • Service Provider Log Dump 242
- • IP Phone Trace Dump 242
- • Stand-alone Gateway Trace 242
- Voice File Converter 243
- Read Config 244
- To use Configuration Reader 245
- Editing a .csv File 248
- AltiGen Custom Phrase Manager 249
- Creating New Phrases 250
- Playing a Phrase 251
- To Delete a Phrase 252
- To Re-record a Phrase 252
- Network Ports 253
- Technical Support 255
- Appendix B: Technical Support 256
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