AltiGen comm MAXCS 88 MaxAgent Manual

MaxAgent Manual 25
CHAPTER 4
Using MaxAgent
MaxAgent call handling-related functions include:
•Answering calls, see page 25
•Dialing out, see page 26
•Placing calls on hold, see page 30
•Using call waiting, see page 30
•Transferring calls, see page 31
•Conferencing, see page 34
•Recording Calls, see page 45
•Using account codes, see page 46
In addition you can do the following:
•Check voice mail, see page 47
•Monitor other extensions, see page 51
•View the history of calls, see page 53
•E-mail and IM...

26MaxAgent Manual Or, click the Connect button in the toolbar.
Dialing Out
To dial a number, click in the dialing field, enter a number or 
name, and then click the Dial button or press Enter on your 
computer keyboard. 
•Enter a number — You can enter a number in the dialing field 
by using the standard numeric keys or numeric keypad on 
your computer, or by using the dial pad in MaxAgent. 
•Enter a name — For names recorded in the system, you can 
enter a name by using the keyboard on your computer to...

MaxAgent Manual 27 The Call Information panel displays the state of the call:
Shortcut-Key Dialing and Smart Tag Dialing
Shortcut-key dialing — If you configured MaxAgent to let you 
use shortcut keys to dial a selected phone number in another 
program, for example, Excel or Internet Explorer, you can make a 
call by selecting the number and using those shortcut keys. 
To learn how to configure this option, see the discussion of 
“Select-n-Dial” in the section “Enabling the Max Smart Tag in 
Internet...

28MaxAgent Manual Note:If you have more than one MaxClient installed 
(MaxCommunicator, MaxAgent, MaxOutlook, or 
MaxCommunicator/Agent within Microsoft Office 
Communicator), and you have enabled Smart Tags on 
more than one, it is best to open only the one you want to 
do the dialing. If you have more than one open, MAXCS 
may not use the program you want it to use. 
If more than one Smart Tag-enabled program is open, 
MAXCS will use the first one it finds, using this search 
order: MaxCommunicator,...

MaxAgent Manual 29
Setting Up and Editing Extension Speed Dial Numbers
To set up an extension speed dial number: 
1. Click the Speed Dial tab and double-click an empty Extension 
type row. The Extension Speed dialog box pops up. 
2. Enter a name, number, and note if desired. When you add an 
outside number, all relevant prefix digits such as trunk or 
route access number, the long distance prefix 1 and area 
codes must precede the phone number. 
3. Click OK.
You can enter up to 20 speed dial numbers....

30MaxAgent Manual
Placing Calls on Hold
During a phone call, either click the word Connected in the call’s 
State cell or click the Hold button in the MaxAgent toolbar. The 
state of the call is changed from connected to a hold state and you 
will hear the dial tone.
Click 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 system (to 
queue), the system will ring you after two minutes if the 
call is still on hold.
Note:When you...

MaxAgent Manual 31
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.
Note:MaxAgent allows for both supervised transfer (in which you 
confirm the transfer with the target) and blind transfer. 
Before transferring, you can...

32MaxAgent Manual 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, MaxAgent reconnects the call to your 
extension. The call is also reconnected if the third party doesn’t 
answer.
Displaying a Note on the IP Phone LCD
If you want the note you type in the User Data field of the call to 
be displayed on the IP phone LCD of the person receiving the call, 
do the...

MaxAgent Manual 33 Note:You can also forward a call to voice mail without answering 
it by clicking the To VM 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 AA button. 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 To AA...

34MaxAgent Manual
Making 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 MaxAgent: 
•Station conferencing. In this type of conferencing, when 
you’re on a call, you...