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MaxAgent™ManualMAX Communication ServerRelease 6.0Update22/2009 4503-0001-6.0 Update2

2 MaxAgent Manual• E.164 support for call history and return calls• E.164 number support when dialing from Outlook• A department field is displayed in

MaxAgent Manual 3Installation

4 MaxAgent Manual

MaxAgent Manual 5InstallationCHAPTER 2InstallationThe client system must meet the following minimum requirements. • IBM/PC AT compatible system• Micr

6 MaxAgent Manual1. Exit all Windows applications.2. Insert the MAXCS 6.0 Update2 Clients CD into the CD ROM drive.3. Open the MaxAgent folder, and ru

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

8 MaxAgent Manual(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 differ

MaxAgent Manual 9Getting Started6. If the system administrator has allowed you to change your outbound workgroup, you may do so. (Your outbound calls

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 11Getting StartedIf you checked Enable IPTalk when you logged in, the right side of the toolbar looks a little different: Click the D

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

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 No

MaxAgent Manual 13Getting StartedCall Information PanelThe call information panel displays several columns of information about calls: Record— shows

14 MaxAgent ManualName—the name of the person on the other end of the call, if availableNumber—the phone number at the other end of the callGroup—your

MaxAgent Manual 15Getting StartedGreeting—From the Greeting tab, you can record and review greetings for each Activity state. See “Changing Activity

16 MaxAgent ManualWG Queue—Shows all the calls in queue. You can pick up a call from queue if the system administrator has allowed it for your extensi

MaxAgent Manual 17Getting StartedTo hear the greeting played back, click the Review. button. Change your greeting whenever you want to.Setting Status

18 MaxAgent Manual3. If logout reason codes are required in your system, select one in the Logout Reason drop-down list. 4. If you want to log in to o

MaxAgent Manual 19Getting StartedWhen you have new voice mail, the icon changes to show you have voice mail.If MaxAgent is not on your Windows deskto

20 MaxAgent ManualCheck the tabs you want to display, and uncheck the tabs you don’t want to display. • Specify the columns you want to see by right-c

MaxAgent Manual 21Getting Started• Sort columns in ascending or descending order by clicking the column heading. An ascending (first to last) or desc

MaxAgent Manual iContentsContents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iWarranty . . . . . . . .

22 MaxAgent Manualthe Up button or Down button, until the toolbar button is where you want it. When finished, click OK.Note: When MaxAgent is shrunk t

MaxAgent Manual 23Getting Started• Make a tab a separate window independent of the MaxAgent main window by dragging it out by its tab, or by double-c

24 MaxAgent Manual

MaxAgent Manual 25Using MaxAgentCHAPTER 4Using MaxAgent as a Workgroup AgentMaxAgent call handling-related functions include:• Answering calls, page

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 27Using MaxAgentThe Call Information panel displays the state of the call:Dialing Speed Dial NumbersTo dial speed dial numbers, click

28 MaxAgent Manual1. Click the Speed Dial tab and double-click an empty Extention type row. The Extension Speed dialog box pops up. 2. Enter a name, n

MaxAgent Manual 29Using MaxAgentClick Hold in the call’s State cell to release the hold and reconnect the call.Note: When a call is put on hold autom

30 MaxAgent ManualNote: If user data is written to an internal call, the content is saved as a call memo but cannot be carried with the call.You may t

MaxAgent Manual 31Using MaxAgentThis feature works only with inbound trunk calls. Transferring to Voice MailWhile connected to a call, click the To V

ii MaxAgent ManualChanging Activity Status and Recording Activity Greetings . . . . 16Setting Status to Ready or Not Ready . . . . . . . . . . . . .

32 MaxAgent ManualNote: You can forward a call to an auto attendant without answering it by clicking the To AA button while the call is ringing.Forwar

MaxAgent Manual 33Using MaxAgentAfter the dialed party answers, click Yes in the dialog box. If the dialed party does not answer, click the No button

34 MaxAgent Manual• Click the FLASH button.• Right-click the appropriate call and select Drop From Conference.Normally, after canceling you will be re

MaxAgent Manual 35Using MaxAgent• Modify column displayWorking in the MeetMe Conference Window• Click a button to perform a function (for example, cr

36 MaxAgent ManualUsing the Calendar ButtonThe Create Meeting and Modify Meeting dialog boxes use Calendar buttons for date selection. To select a dat

MaxAgent Manual 37Using MaxAgentFill in the fields of the Create Meeting dialog box, and click OK. See the following sections for directions on filli

38 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 39Using MaxAgent1. In the Duration field, specify the duration of the meeting, using the Up/Down arrows.2. In the Start field, specif

40 MaxAgent Manual1. In the Every field, specify how often this meeting is to occur: every month, every other month, every three months, and so on. 2.

MaxAgent Manual 41Using MaxAgentIn the Invitation window, you can then click the button to open Microsoft Outlook. The meeting invitation is pasted

MaxAgent Manual iiiDeleting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Returning a Call . . . . . . . . . . . .

42 MaxAgent ManualTo do any of these, either right-click the person’s name in the MeetMe window and choose a command from the context menu, or use the

MaxAgent Manual 43Using MaxAgentNote: The voice recording feature is only available to Triton Analog extensions and IP extensions.WARNING: Listening

44 MaxAgent ManualRequired account codes—If your extension has been configured to require account codes for all outbound calls, the Account Code dialo

MaxAgent Manual 45Using MaxAgentChecking Voice MailClick the Voicemail tab in the main window to see a list of your personal voice mail messages. Cli

46 MaxAgent ManualDealing with Voice Mail Select the message and use the voice mail command buttons at the bottom of the Voicemail tab, as shown in th

MaxAgent Manual 47Using MaxAgentDeleting MessagesTo delete a selected message, click the Delete button, or right-click a message and select Delete fr

48 MaxAgent ManualForwarding Voice MailTo forward a voice mail to an extension or a VM Group1. Select the voice mail and click the Forward button, or

MaxAgent Manual 49Using MaxAgent3. Optionally, you can leave an introductory message. Select the Record Introductory Message check box and follow the

50 MaxAgent Manualwhich your system administrator has given you monitoring rights are listed here.2. Select the check boxes next to the extensions/wor

MaxAgent Manual 51Using MaxAgent• Holding—the extension is on hold• Hold Pending—the extension is on hold, and an action is pending• Virtual Extensio

iv MaxAgent ManualErrors and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Troubleshooting IP Connectivity from a Remo

52 MaxAgent ManualWhen you sort on Date/Time, the calls are sorted by last disconnected and not in the order the call was received. It is therefore po

MaxAgent Manual 53Using MaxAgentE-mail a contact—Click a contact’s e-mail address to open Microsoft Outlook, where you can send an e-mail to the cont

54 MaxAgent ManualIf you have been removed from a workgroup by the system administrator, all your statistics related to that workgroup will also be re

MaxAgent Manual 55Using MaxAgentThese are the fields on the WG Queue tab:• ID—Call ID in the queue of one workgroup. The ID is unique within a workgr

56 MaxAgent Manualusing ActiveX with MaxAgent, refer to the “MaxAgent ActiveX Programmer’s Guide” available from AltiGen’s web site (www.altigen.com,

MaxAgent Manual 57ConfigurationCHAPTER5Configuring Your MaxAgentUsing the MaxAgent Configuration window, you can configure the following behaviors an

58 MaxAgent ManualGeneral InformationThe General Info screen lets you edit your password and the default trunk access code, release the link tie for I

MaxAgent Manual 59ConfigurationManager to synchronize the systems. Otherwise this feature will not work.Note: The call being transferred must origina

60 MaxAgent ManualForwarding All CallsWhen you configure your MaxAgent to forward all calls, the information is displayed in the status bar. For examp

MaxAgent Manual 61ConfigurationNumber of Rings Before ForwardingThe Number of Rings Before Forwarding setting pertains to almost all the options on t

MaxAgent Manual vWarrantyWhat The Warranty CoversAltiGen Communications warrants its hardware products to be free from defects in material and workma

62 MaxAgent ManualWhen you answer an ONA call, you may be required to enter your extension password, depending on the configuration for your extension

MaxAgent Manual 63Configuration1. Click Extension > One Number Access in the Configuration window.2. Select the times you want to be available to

64 MaxAgent Manualfinds one of these numbers on an incoming call, it will forward the call to you.You can enter up to 10 phone numbers in the Caller I

MaxAgent Manual 65ConfigurationMessage NotificationYou can specify how and when you’d like to be alerted to new messages when you’re away from your d

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

MaxAgent Manual 67ConfigurationTo create a personal voice mail group1. Click the New button in theVM Group Edit dialog box. The Create Group dialog b

68 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 69Configuration• Waiting time longer than—A message window pops up when a call has been waiting in queue longer than the time you spe

70 MaxAgent ManualYou can also integrate MaxAgent with your Microsoft Office Communications Server (OCS) account for instant messages. The OCS contact

MaxAgent Manual 71ConfigurationMatch Digits—Select the number of digits to match for caller ID. Matching starts from right and moves left. This optio

vi MaxAgent Manual1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc.All materials being ret

72 MaxAgent ManualCheck the tabs you want to display in MaxAgent, and click OK.To restore all call control buttons, tabs, and application window sizes

MaxAgent Manual 73ConfigurationSelect a theme and click Apply to see the change, or click OK to accept the theme. The theme changes without restartin

74 MaxAgent Manual• Echo Suppression—Check this check box if you are experiencing echo. • ToS(Hex)—The ToS byte indicates the type of service. For IPT

MaxAgent Manual 75ConfigurationThe Enable IPTalk Log check box is available only if you’re using IPTalk.

76 MaxAgent Manual

MaxAgent Manual 77Errors and TroubleshootingAPPENDIX AErrors and TroubleshootingThe following errors may be displayed as login or connectivity errors

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

MaxAgent Manual 79IndexAAA state 13Account Codes 43ACT 2, 69ActiveX control 55all calls recorded 43answer options 61auto attendant 31auto upgrade 6Bb

80 MaxAgent ManualMmeetingcreating 36MeetMecreating a meeting 36MeetMe conference 34Microsoft Outlook 2, 69minimize 18monitor window 49monitoring 49mu

MaxAgent Manual 1InstallationCHAPTER 1About MaxAgentMaxAgent is a Windows desktop application designed to improve the performance of workgroup and ca