AltiGen comm MAXCS 811 MaxOutlook Manual

							MaxAgent Manual 65
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. 
A MaxCall license must be assigned to your extension before you can see 
the MaxCall tab.
Logging in to MaxCall
When you log in to MaxOutlook, check the Enable MaxCall check box.
 
When you are logged in, the MaxCall tab is available to you.
The MaxCall Tab
The MaxCall tab looks like the following figure. 
						

							66MaxAgent Manual The MaxCall tab has four 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. From the Campaign Transmit CID drop-down list, select the campaign 
applicable to your call. If the callee’s phone displays caller ID, his 
display will show the caller ID configured for this campaign instead of 
the actual caller ID.
2. Make a call.
3. If you get the other party’s voice mail, click the Transfer to Phrase 
button. MAXCS takes control of the call and plays the selected phrase. 
Your phone is released so you can make another call.
Note:Instead of selecting the phrase before making a call and then 
clicking the Transfer to Phrase button, you can double-click on a 
phrase after the call is connected.
Recording a Phrase
To record a message to add to the phrase list,  
						

							MaxAgent Manual 67 1. Click the Add/Review Phrase button. The Add/Remove Phrase dialog 
box appears. 
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.
Reviewing a Phrase
To review a phrase,
1. Click the Add/Review Phrase button.
2. Select the Review/Delete button.
3. Select a phrase to review from the drop-down list.
4. To delete the phrase without listening to it, click the Delete button. You 
receive a confirmation message. The phrase is deleted from MAXCS 
and from the MaxCall list of phrases.
5. To review the phrase, click the Review button. Your phone will ring.
6. Answer the phone and listen to the phrase.
7. You can delete the phrase after listening or simply exit the dialog box. 
						

							68MaxAgent Manual 
						

							MaxOutlook Manual 69
APPENDIX A
Errors and Troubleshooting
The following errors may be displayed as login or connectivity errors. 
Error Message Description Solution
MAX 
Communication 
Server connection 
limit has been 
exceeded.No license was 
found OR more 
than allowed 
number of 
MaxCommunicator/
MaxOutlook users 
have attempted to 
log on.Maintain the number of 
MaxCommunicator license 
keys or add additional 
session licensing.
Cannot connect to 
AltiLink. Please 
check server name 
or network 
connection.You are not 
connected to 
MAX 
Communication 
Server.Check the server field (IP 
address or DNS name) by:
1. Pinging the network 
server address OR
2. Try using the IP address 
of 
MAX Communication 
Server (if using the DNS 
name in the server field).
Cannot access 
voice mail list while 
mail box in use.Mail box is in use by 
the AltiGen Voice 
Mail System and is 
temporarily 
unavailable.Wait awhile, then try again.
Mail service is 
unavailable. 
Please check with 
your administrator.Voice mail service 
is not enabled on 
MAX 
Communication 
Server.Make sure voice mail 
service is started. 
						

							70MaxOutlook Manual
Troubleshooting IP Connectivity from a Remote Location
If problems occur connecting to your company’s MAX Communication 
Server from a remote location, they may be due to a failure to connect to 
your ISP or due to firewalls at your office preventing direct access to the 
MAX Communication Server. 
As a test, you can choose Run from the Windows Start menu, then enter 
Ping  [ENTER]
where  is the MAX Communication Server system you want 
to connect to. An example of the IP address format is 123.234.231.143
If you do not get a response, contact your LAN administrator for support.
Also, check to verify that the necessary ports are open. Please register 
AlpInterface.dll 
(regsver32 
AlpInterface.dll).MaxOutlook uses 
this dll to 
communicate with 
MAX 
Communication 
Server. It should be 
registered in user 
system.Re-register this file. Type in 
DOS command window, 
regsver32 AlpInterface.dll
Change directory to 
MaxOutlook directory, type 
regsver32 AlpInterface.dll
You have entered 
an invalid 
password. Please 
try again.The password is 
incorrect.Enter your extension 
password.
Cannot use “IP 
Extension 
integrated with 
IPTalk.”You tried to log in 
with the IP 
extension option 
without being 
assigned an IPTalk 
License.Confirm that your extension 
is set up as an IP extension 
with dynamic IP address 
and that an IPTalk License 
has been assigned.
The version of 
MaxOutlook on 
your desktop is out 
of date.The installed 
version of 
MaxOutlook does 
not match the 
version of MAX 
Communication 
Server
 on the 
system server.Upgrade MaxOutlook to 
match the current running 
version of MAX 
Communication Server. Error Message Description Solution 
						

							 MaxOutlook Manual71
Index
Numerics
802.1 63
A
AA call state 13
account codes, using 38
activity greetings, recording 15
activity status, changing 14, 15
auto attendant 26
auto upgrade 5
auto-dialing 22
from Internet Explorer 50
from MS Office programs 50
B
broken connection 9
busy call handling 52
busy call state 13
C
call handling
configuration 51
call handling toolbar 12
call history, viewing 44
call holding 24
call information 13
call pending call state 13
call recording 39
call states, described 13
call transfer 25
call waiting 24
multiple 53
calling
by auto-dial 22
using shortcut keys 22, 50
columns, changing order 17
columns, customizing 17
conference call 27
conference call state 13conferencing
MeetMe 29
station 27
configuration 47
call handling 51
general 47
connect call state 13
Contacts tab 14
CRM integration 60
D
dial field 12
dial tone call state 13
dialing out 22
Directory tab 13, 14
distribution lists 57
Do Not Disturb, configuring 52
Do Not Disturb, turning on and 
off 16
downgrade procedure 5
drop from conference 28
E
echo suppression 63
enable
live call handling 53
multiple call waiting 53
single call waiting 53
error call state 13
error messages 69
exiting MaxOutlook 20
F
flash button 24
forwarding all calls 52
forwarding voice mail 42
G
general configuration 47 
						

							72MaxOutlook Manual 
Greeting tab 14
H
History tab 14
hold button 24
hold call state 13
hold pending call state 13, 44
I
idle call state 13
installation requirements 3
Internet Explorer
auto-dialing from 50
enabling/disabling Max Smart 
Tag 49
IP connectivity, troubleshooting 70
IP extension, troubleshooting 70
IPTalk License 1
IPTalk, mute and volume control 11
IPTalk, using 9
L
licenses 1
limitations 1
LinePark tab 14
live call handling 53
logs 64
M
MaxCall
enabling 65
how to use 65
recording a phrase 66
reviewing and deleting a 
phrase 67
using a phrase 66
MaxOutlook
configuration 47
exiting 20
restarting 20
starting 7
uninstalling 4
MaxOutlook doesn’t load 1MaxOutlook folder 10
meeting, creating 31
MeetMe conference 29
MeetMe tab 14
Microsoft Outlook CRM 
database 60
Monitor tab 14
monitoring other extensions 43
MS Office Smart Tag
auto-dialing from 48
configuring 48
multiple call waiting 53
N
no answer handling 52
O
ONA ring duration 56
One Number Access
password 55
One Number Access setup 54
Outlook 2010
call controls 10
volume control 11
P
pager, and forwarding 52
parking a call 14
password
One Number Access 55
ping 70
play VM call state 13
pop up MaxOutlook when extension 
rings 18
R
reconnecting 9
record call state 13
recording calls 38, 39
recording on demand 38
release link tie 51
remote login 8
restarting MaxOutlook 20 
						

							MaxOutlook Manual73 ring through list 63
ringback call state 13
ringing call state 13
S
searching 16
Select-n-Dial feature, 
configuring 50
session licensing 1
shortcut keys, using to call 50
shortcut keys. using to dial 22
single call waiting 53
SIP transport settings 63
Smart Tags
configuring in Internet 
Explorer 49
configuring in MaxOutlook 48
configuring in Microsoft 
Office 49
Speed Dial tab 14
speed dialing 23
starting MaxOutlook 7
station conferencing 27
status bar 11
system requirements 3
T
tabs, changing the order 19
tabs, customizing 18
toolbar, call handling 12
ToS(Hex) 63
transfer to auto attendant 26
transferring calls to voice mail 25
troubleshooting connectivity 69
troubleshooting IP connectivity 70
U
uninstalling MaxOutlook 4
V
voice mail
forwarding 42
playing 40voice mail groups 57
voice recording 39
voice through list 63
Voicemail tab 14