AltiGen comm MAXCS 88 MaxAgent Manual

							MaxAgent Manual 5 (MaxCommunicator, MaxSupervisor, MaxOutlook, AltiConsole 
and CDR Search).
2. Reboot your system and install the earlier MaxAgent software, 
as appropriate. 
						

							6MaxAgent Manual 
						

							MaxAgent Manual 7
CHAPTER 3
Getting Started
Start MaxAgent from the Microsoft Windows Start menu, by 
choosing Start > All Programs > MaxAgent > MaxAgent.
If you are connecting to the Internet through a modem 
connection, before you log in, establish a session connection from 
your computer to your local Internet service provider. If you’re 
using a low-speed connection, the login may take some time, since 
a large amount of data is transferred to your desktop.
Logging In
1. If this is your first login to this MAX Communication Server 
ACM system, enter the system server’s IP address or the name 
of the system server you will be using. To obtain the server 
name or IP address, ask your IT administrator.
(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 different server, if more than one server is available.) 
						

							8MaxAgent Manual 2. Enter your Extension number and Password assigned to 
your phone.
If you want to store your login password and have it entered 
automatically the next time you log in to MaxAgent, check the 
Always save password check box.
Note:Up to eight unsuccessful login attempts are allowed, 
after which login will be disabled for from 1 to 24 hours 
(depending on the duration set by your system 
administrator).
3. If your extension is an IP extension and you will be using a 
headset, check the Enable IPTalk softphone check box. (An 
AltiGen IPTalk license must be assigned to your extension.)
(Even if you do not have an IP phone, as long as your 
extension is set up as an IP extension by your system 
administrator, you can check the Enable IPTalk softphone 
check box.)
See “Logging In Remotely” on page 9 for more information on 
using IP extensions remotely.
4. If you will be using MaxCall, check the Enable MaxCall check 
box. (Your extension must be assigned to a MaxCall license.) 
5. Click Sign In or press the Enter key. (To back out of signing 
in, click Cancel or press the Esc key.) The Login dialog box 
opens.
6. Select the workgroup or workgroups you want to log in to. You 
can log in to eight workgroups simultaneously. 
Check this 
box to log into 
all groups 
						

							MaxAgent Manual 9 7. If the system administrator has allowed you to change your 
outbound workgroup, you may do so. (Your outbound calls are 
logged to the workgroup specified in Outbound 
Workgroup.) 
8. Click OK. 
Version Mismatch Dialog Box
If your version of MaxAgent doesn’t match the version of MAXCS 
on the system server, you are prompted for upgrade permission 
when you try to log in. If you allow upgrade at this time, the 
MaxAgent startup is terminated and a software upgrade session is 
started. When the upgrade is completed, restart MaxAgent to run 
the newer version. (See “Automatic Upgrade” on page 4 for more 
details.)
Logging In Remotely
You can use MaxAgent from a remote location if 
•MaxAgent is installed on your remote computer
•Your extension is configured as an IP or mobile extension by 
your system administrator
•You have an AltiGen-certified IP phone or are using IPTalk
Consult your system administrator or authorized AltiGen dealer for 
details on obtaining this equipment. 
All the call handling functions are the same as when you log in 
locally, with the exception of the ability to configure One Number 
Access. You can pick up voice mail, forward local business office 
phone calls to another site such as a home desktop computer, and 
even receive phone calls as you would at the office.
Logging In From a Remote Location
1. If you connect to the Internet through a modem connection, 
establish a connection to your internet service provider (ISP).
2. Log in using your Extension and Password as usual.
3. If you will be using a headset plugged into your computer, 
check the Enable IPTalk softphone check box. If you will be 
using MaxCall, check the Enable MaxCall check box.
4. Click OK. 
						

							10MaxAgent Manual
IP Extensions Using IP Talk
To use IPTalk, you need an AltiGen-certified USB headset system 
(your phone system administrator or AltiGen dealer can 
recommend headsets).
Important!You can run only one instance of MaxAgent with IPTalk 
per system.
To make and receive calls using IPTalk,
1. Connect your headset to your computer. 
2. Use the MaxAgent dialing and call accepting functions as usual 
to make and receive calls.
When the Connection Is Lost
When the connection with the phone server is lost, a message asks 
if you want to connect again. Clicking Yes will restore the 
connection without you having to go through the log-in process 
again.
If your system administrator has enabled the ‘Redirect’ feature for 
MAXCS, when MaxAgent detects that its connection with the 
MaxCS server has been lost, you will be offered two options:
•If you choose Reconnect to Main Server, then the client will 
try to re-establish its connection with the main server. If it 
cannot reconnect, it will prompt you to redirect the connection 
to the alternate server. 
•If you choose Redirect to Alternate Server, then the client 
will establish a connection with the alternate server. Once 
your administrator has brought the main server back up, you 
will be prompted to switch the clients connection back to the 
main server.
Overview of the Main Window
Once you log in to MaxAgent, the main window appears. This 
window provides tools to manage and monitor calls, and is your 
window into your workgroup environment.
You can customize the MaxAgent display: select the theme; the 
toolbar buttons, tabs, and columns you need and their order of 
appearance; the sort order; and so on. See “Customizing the 
Display” on page 20. 
						

							MaxAgent Manual 11 If you checked Enable IPTalk when you logged in, the right side 
of the toolbar looks a little different: 
Click the Down arrow to access the Mute button, the Volume 
button, and the Arrange Window button that lets you shrink the 
window.
Status Bar
From the status bar you can do the following:
•Change your activity state from the drop-down list (see 
“Changing Activity Status and Recording Activity Greetings” 
on page 17).
•If you have configured Call Handling to forward all calls, see 
the target destination.
Call control tool bar See call Information here
Configure
Set your activity stateStatus bar
Tabbed pages Shrink window
Dialer box 
						

							12MaxAgent 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 Not Ready.
•See the number of unopened voice mails.
•Turn Do Not Disturb (DND) on and off (see “Turning Do Not 
Disturb On and Off” on page 18).
•If you’re using IPTalk, you can mute the call (using the Mute 
toggle button) and control the volume using the volume 
control.
•Shrink MaxAgent to a single tool bar and restore it to normal 
size by selecting from the drop-down menu.
•Configure MaxAgent (see “Configuring MaxAgent” on page 
59).
•Open help.
Toolbar Buttons
Toolbar buttons provide single-click functions to connect, hangup, 
transfer, send to voicemail, hold, conference, send calls to AA 
(auto attendant), flash, record, redial, intercom, and enter 
account code. The Login button lets you log in to other 
workgroups or log out of a workgroup. 
You can choose the buttons you want and the order in which you 
want them. See “Customizing the Display” on page 20.
The Dialer field and Dial button are also in the toolbar. Click the 
Dial button to pop up the dial pad.
Mute button  Volume control 
						

							MaxAgent Manual 13
Call Information Panel
The call information panel displays several columns of information 
about calls: 
Record — shows when a call is being recorded (for Callback calls, 
this entry is for the current call)
State — the state of the currently active call (for Callback calls, 
this entry is for the current call).
•AA — the call is being transferred to an auto attendant
•Busy — callee is busy or not available
•Call Pending — the call is placed into a workgroup queue
•Conference — the call is in conference
•Connect — the call is connected
•Dial Tone — a dial tone is present, and MaxAgent is ready to 
dial out
•Error — receipt of an error tone
•Hold — the call is on hold
•Hold Pending — the call is being transferred or conferenced
•Idle — the extension is not in use
•Play VM — playing voice mail (The Duration field displays the 
duration of the voice mail as it plays. The duration display does 
not reflect fast forward or fast backward.)
•Record — recording an introductory message
Click the x to 
clear the dial 
field or close 
the dial padDialer fieldDial 
button 
pops 
up dial 
pad 
						

							14MaxAgent Manual
•Ringback — caller sees this state while the callee’s phone is 
ringing
•Ringing — an outgoing call is ringing another phone or an 
incoming call is ringing your phone
Name — the name of the person on the other end of the call, if 
available (for Callback calls, this entry is for the current call)
Number — the phone number at the other end of the call (for 
Callback calls, this entry is for the current call)
Type — the type of call; normal or Callback
Group — your workgroup number for this call (for Callback calls, 
this entry is for the current call)
DNIS — the DNIS number, if appropriate (for Callback calls, this 
data is for the original call)
Duration — duration of the call (for Callback calls, this data is for 
the current call)
Conference — indicates the conference host (for Callback calls, 
this data is for the current call)
User Data — data entered by an agent and carried with a trunk 
call (for Callback calls, this data is for the original call)
IVR Data — this field is filled by the IVR (for Callback calls, this 
data is for the original call)
If your workgroup is handling Callback calls, the following 
additional fields will be available:
Original Number — for Callback calls, the original phone number
Original Name — for Callback calls, the original name
Original Group — for Callback calls, the original workgroup 
where the caller chose the Callback option
To hide a column you don’t want to see, right-click a column 
heading and uncheck the column. 
To rearrange columns, click and drag a column heading to where 
you want it.
Accessing a Context Menu for a Call
If you are using an IPTalk session, you can right-click a call to 
access a context menu for that call. Then select from commands 
available for that call.