AltiGen comm MAXCS 88 MaxAgent Manual
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MaxAgent™ Manual MAX Communication Server Release 8.0 September 2015
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc., will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc., has designed security features into its products, it is your sole responsibility to use the security features and to establish security practices within your company, including training, security awareness, and call auditing. NOTICE While every effort has been made to ensure accuracy, AltiGen Communications, Inc., will not be liable for technical or editorial errors or omissions contained within the documentation. The information contained in this documentation is subject to change without notice. This documentation may be used only in accordance with the terms of the AltiGen Communications, Inc., License Agreement. AltiGen Communications, Inc. 679 River Oaks Parkway San Jose, CA 95134 Telephone: 888-AltiGen (258-4436) Fax: 408-597-9020 E-mail: [email protected] Web site: www.altigen.com TRADEMARKS MAX Communication Server, MaxAdministrator, MaxCommunicator, MaxAgent, MaxSupervisor, MaxInSight, MaxOutlook, MaxCall, Enterprise Manager, AltiServ, AltiLink, AltiConsole, VRPlayer, Zoomerang, IPTalk, Alti-Mobile Extension, InTouch Dialer, AltiReport, and SuperQ are trademarks or registered trademarks of AltiGen Communications, Inc. All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers. Copyright © AltiGen Communications, Inc. 2015. All rights reserved.
MaxAgent Manual i Contents CHAPTER 1 About MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . . 1 Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 CHAPTER 2 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Installing MaxAgent on a Client System . . . . . . . . . . . . . . . . . . . . . . 4 Uninstalling MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 CHAPTER 3 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Version Mismatch Dialog Box. . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 IP Extensions Using IP Talk . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 When the Connection Is Lost . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Overview of the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Toolbar Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Call Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Tabbed Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Changing Activity Status and Recording Activity Greetings . . . . . . 17 Setting Status to Ready or Not Ready . . . . . . . . . . . . . . . . . . . . . . 18 Turning Do Not Disturb On and Off . . . . . . . . . . . . . . . . . . . . . . . . 18 Log Out or Change Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Minimizing and Exiting MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Shrinking MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Using the Windows Tray Phone Icon . . . . . . . . . . . . . . . . . . . . . . . 19 Searching in the Tabbed Windows . . . . . . . . . . . . . . . . . . . . . . . . . 20 Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
iiMaxAgent Manual CHAPTER 4 Using MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Dialing Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Shortcut-Key Dialing and Smart Tag Dialing . . . . . . . . . . . . . . . 27 Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Using Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Displaying a Note on the IP Phone LCD . . . . . . . . . . . . . . . . . . . 32 Making Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Station Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Working in the MeetMe Conference Window . . . . . . . . . . . . . . . 37 Creating a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Starting and Stopping a Meeting. . . . . . . . . . . . . . . . . . . . . . . . . 44 What the MeetMe Conference Host Can Do . . . . . . . . . . . . . . . 44 Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . . 45 Joining a MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Checking Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Dealing with Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Save at Remote Server or Export Locally . . . . . . . . . . . . . . . . . . 49 Deleting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Returning a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Attaching a Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 To record an introductory message . . . . . . . . . . . . . . . . . . . . . . 51 Monitoring Activity of Other Extensions/Workgroups . . . . . . . . . . . 51 Choosing Workgroups / Extensions to Monitor . . . . . . . . . . . . . . 52 Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Calling or Picking Up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Adding Contacts to MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Checking Workgroup Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Viewing Your Workgroup Performance . . . . . . . . . . . . . . . . . . . . . 55 Viewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
MaxAgent Manual iii Pick Up Calls from Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Using ActiveX Control with Third Party Applications . . . . . . . . . . . 58 Using MaxAgent with Polycom Phones . . . . . . . . . . . . . . . . . . . . . 58 CHAPTER 5 Configuring MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Configuring Microsoft Office Programs To Display the Max Smart Tag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Enabling the Max Smart Tag in Internet Explorer . . . . . . . . . . . . 61 Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Before You Set Up ONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Setting Up One Number Access. . . . . . . . . . . . . . . . . . . . . . . . . 67 Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Working with Voice Mail Groups (Distribution Lists) . . . . . . . . . . 70 Working on Voice Mail Group Lists . . . . . . . . . . . . . . . . . . . . . . . 71 Call Alert Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 CRM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Tab Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Theme Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Server Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 CHAPTER 6 Using MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Logging in to MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 The MaxCall Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Using a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Recording a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Reviewing a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Appendix A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Errors and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Troubleshooting IP Connectivity from a Remote Location . . . . . 86 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
MaxAgent Manual 1 CHAPTER 1 About MaxAgent MaxAgent is a Windows desktop application designed to improve the performance of workgroup and call center agents in a MAX Communication Server ACM (MAXCS) environment. MaxAgent allows workgroup agents to manage workgroup calls from their computers. It allows direct access to call handling and other functions, including the following: •Viewing caller data (for example, IP address, account number, credit card number, name, and so on) sent with an incoming call •Viewing queue data and other workgroup-related statistics, agent’s performance, and member login/logout •Exporting and printing workgroup queue and performance data •Setting up group meetings Call information can be stored to an internal or external CDR database for future review and analysis. Microsoft Outlook and Outlook Express Support MaxAgent supports Microsoft Outlook 2007, 2010, and 2013, allowing you to obtain phone numbers to dial from a Microsoft Outlook Contact list. MaxAgent also lets you see the incoming calls that have a matching record in the Contact list. You must set up the Outlook Contacts list prior to using this feature. Licensing The following AltiGen licenses are required: •MaxAgent requires a MaxAgent seat license for each user, or a MaxAgent session license. •The IPTalk feature requires an IPTalk license for each user, or an IPTalk session license.
2MaxAgent Manual •MaxCall requires a MaxCall seat license for each user or a MaxCall session license. •An optional Polycom Advanced Features license is available for using special features of various Polycom phones with MaxAgent. A system administrator can verify seat licenses in MaxAdministrator by selecting License > Client SEAT License Management from the main menu.
MaxAgent Manual 3 CHAPTER 2 Installation The client system must meet the following minimum requirements. Operating systems supported: •Windows 10 •Windows 8.1 (64-bit) •Windows 7 (32-bit or 64-bit) System requirements: •IBM/PC AT compatible system •Microsoft .NET 2.0 or higher •2 GHz CPU or faster •1 GB available hard drive disk space •1GB RAM •SVGA monitor (1024 x 768) with 256 color display or better •Keyboard and mouse •A sound card in the computer, if using IPTalk •MAXCS 8.0 must be running on a server accessible to this client Pre-Installation Checklist Before installing MaxAgent, make sure the following is done: •MAXCS 8.0 has been installed on the system server. •TCP/IP is enabled on both machines. •The client is able to connect to the server on the network. •The person installing MaxAgent has local administrator rights on the client computer. •The extension affiliated with the client computer has a MaxAgent Seat License assigned to it, or there is a MaxAgent Session License installed in the MAXCS 8.0 system.
4MaxAgent Manual Installing MaxAgent on a Client System When the above items are done, follow these steps on the client machine: 1. Close all Windows applications. 2. On the MAXCS 8.0 installation media, open he MaxAgent folder and run the Setup program, following the installation instructions on the screens. Alternatively, if your system administrator has loaded MaxAgent on a shared network server, you can copy the files in the MaxAgent folder to your desktop computer, and run the MaxAgent Setup program. Uninstalling MaxAgent 1. From the Windows Start menu, select Control Panel > Add/ Remove Programs > MaxAgent 8.0 2. Click Remove, and respond to any additional prompts. Automatic Upgrade Each time you start up MaxAgent, a comparison is made with the version of MAXCS ACM that is running on the server. If updates were made on the server, and your version of MaxAgent is out-of- date, you are prompted for upgrade permission. If you automati- cally upgrade, the MaxAgent startup is terminated and a software upgrade session is started. Restart MaxAgent to run the newer version. Note:For remote MaxAgent users outside the firewall, TCP port 10050 must be open to allow automatic upgrade. Also, automatic upgrade over the Internet requires the sending of 15 MB files over the WAN, so it may take some time to perform the update. Downgrade Procedure 1. Go to Control Panel > Add/Remove Programs and remove MaxAgent 8.0 and ALL OTHER 8.0 client applications