AltiGen comm MAXCS 811 MaxOutlook Manual

							MaxOutlook Manual 25
Transferring Calls
Note:Agents using Polycom VVX model phones, refer to the MAXCS 
Polycom user guides for instructions on additional ways that you 
can transfer calls. The user guides for the various Polycom models 
can be found on AltiGen’s MAXCS web site, at http://maxcs.com/
support/current-manuals. Click here
 to open that page. 
MaxOutlook allows for both supervised transfer (in which you confirm the 
transfer with the target) and blind (unsupervised) transfers. 
You may transfer calls in the following ways: 
Dragging — Drag and drop the call (either while it’s ringing or connected) 
onto the target number on the Directory, Speed Dial, Contacts, or Monitor 
tabbed pages. 
Dialing — While connected to a call, in the dialing field enter the target 
number you want to transfer to, then click the Transfer button in the 
MaxOutlook toolbar.
Clicking — If the target number is on the Directory, Speed Dial, Contacts, 
or Monitor tab, click it. Then click Transfer.
You’re asked to confirm the transfer.
You can click Yes before the party answers to do a blind transfer, or you can 
wait for the person to answer and then confirm or cancel the transfer.
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, MaxOutlook reconnects the call to your 
extension. The call is also reconnected if the third party doesn’t answer.
Transferring to Voice Mail
While connected to a call, click the To Voicemail button in the MaxOutlook 
toolbar. In the box that pops up, choose the extension you want to send the 
call to, then click OK. (You can sort extensions by number or by name.) 
						

							26MaxOutlook Manual  
Note:You can also forward a call to voice mail without answering it by 
clicking the 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 Auto Attendant button in the MaxOutlook toolbar. 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.) 
Note:You can forward a call to an auto attendant without answering it by 
clicking the 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 52. 
						

							MaxOutlook Manual 27
Conference Calls
Note:Agents using Polycom VVX model phones, refer to the MAXCS 
Polycom user guides for instructions on additional ways that you 
can work with conference calls. The user guides for the various 
Polycom models can be found on AltiGen’s MAXCS web site, at 
http://maxcs.com/support/current-manuals. Click here
 to open that 
page.
There are two types of conference calls in MaxOutlook: 
•Station conferencing. In this type of conferencing, when you’re on a 
call, you can dial a third party and then conference that party in to the 
call. Any internal user is able to add parties to this type of conference 
call. 
•MeetMe conference. If your company has this feature available, you 
can schedule a 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. (See “MeetMe Conference” on page 29.)
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 MaxOutlook 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. 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.
While MaxOutlook dials the new number, the other party or parties go 
into Hold Pending state, and you see a confirmation dialog box. 
						

							28MaxOutlook ManualAfter the dialed party answers, click Yes. If the dialed party does not 
answer, click No.
•Selecting from Menu — When a call is on hold, you can add it to the 
conference by right-clicking the call and selecting Join to Conference:
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. 
						

							MaxOutlook Manual 29 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.
Note:The conference host is the user who initiates the conference call, 
and only the conference host can drop a call from conference. If the 
conference host hangs up, no one else in the conference call can 
drop a call from the conference. 
When Conference Participants Are Reduced to Two
The station conference bridge is released when the number of conference 
participants is reduced to two. The displayed state changes from 
“Conference” to “Connected” in MaxOutlook. The call can then be 
transferred, parked, or tagged with an account code, and another party with 
privilege can monitor, barge in, listen to, or coach the call.
Note:With Polycom phones, if the conference initiator hangs up and there 
are only two parties left on the conference call, then the call reverts 
to a direct call. 
However, if the conference initiator is one of the two remaining callers, 
the call will remain a conference call. In this scenario, neither party can 
transfer the call to another party. If the conference initiator wants to 
transfer the call, the initiator must conference in the other party and 
then drop off.
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.
Using this window, you can:
•Create a one-time or recurring meeting and set its parameters 
						

							30MaxOutlook Manual
•Send an e-mail invitation (using Microsoft Outlook) to participate in the 
meeting
•Start and stop a meeting
•Modify or delete a meeting 
•See meeting ID, subject, scheduler, time, frequency, start time, end 
time, the last time the meeting started, its status, and the resource 
being used.
•Display or hide outdated meetings
•Modify column display
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.
•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.
•Use the scroll bar at the bottom of the window to display additional 
columns, if necessary.
•Change column size by clicking and dragging a column border.
•Change column order in the current window by dragging a column 
heading to where you want it. 
•You can open more than one MeetMe Conference window and work 
with different meetings and displays in each one. Modifications you 
make to the display in a MeetMe Conference window are not retained 
after you close the window.
•You can double-click a meeting to open the Modify Meeting dialog box.
Arrow indicates sort order 
						

							MaxOutlook Manual 31
Using the Calendar Button
The Create Meeting and Modify Meeting dialog boxes use Calendar buttons 
for date selection. To select a date, click the Calendar button. When the 
calendar is open, use the Up/Down arrows to select the year, or you can 
type in a year and then press Enter. 
Click the Calendar button again to close the calendar.
Creating a Meeting
To create a meeting, click one of the Create buttons.
The following parameters apply to all meetings:
ParameterDescription
ID The conference ID is created by the system.
Scheduler The name of the person scheduling the meeting. 
The options in the 
middle panel 
change, depending 
on the frequency you 
select 
						

							32MaxOutlook Manual Fill in the fields of the Create Meeting dialog box, and click OK. See the 
following sections for directions on filling in the fields in the middle panel of 
this dialog box.Schedule 
TimeThe 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.
Reserved 
SeatsUse 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. 
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.
Host Select the extension number of the host of this 
meeting. The host can start and stop the 
meeting and can mute and drop meeting 
members.
Frequency Select the frequency of this meeting from the 
drop-down 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 
PasscodeIf you check this, no one can participate who 
does not enter the conference passcode that you 
supply.
Passcode If you are requiring a passcode, enter it here. 
Announce 
Participant 
NameIf you want participant names announced when 
they enter the meeting, check this check box.
ParameterDescription 
						

							MaxOutlook Manual 33 Note:If other scheduled meetings have already reserved resources for 
the time period, and sufficient resources are not available for the 
meeting you are attempting to schedule, a message pops up telling 
you that there is a resource conflict.
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.
Weekly Meeting
If you select Weekly from the Frequency drop-down list, these are your 
options in the middle panel: 
						

							34MaxOutlook Manual 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. Select End after x occurrences and choose the number of times the 
meeting is to occur or select End by and click the 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: