AltiGen comm MAXCS 88 MaxAgent Manual

							MaxAgent Manual 15
Tabbed Pages
Thirteen tabbed pages are available on the bottom half of the 
MaxAgent screen: Voicemail, Contacts, Greeting, Performance, 
History, Directory, WG Status, Speed Dial, WG Voicemail, MeetMe, 
Monitor, WG Queue, and LinePark. (If you have enabled MaxCall, 
the MaxCall tab is available also. MaxCall requires a license and is 
discussed in “Using MaxCall” on page 81.)
Voicemail — A log of unopened and opened voice mails left at 
your extension. Columns include: Type, Number, Caller Name (if 
available from extension information or from an external 
database), Date/Time, Duration, and Note. See “Dealing with 
Voice Mail” on page 48.
Contacts — A list of contacts you have added to your MaxAgent. 
Columns include: Name, Company, Business Phone, Mobile Phone, 
Email Address, IM Address, Home Phone. To find out how to add 
contacts to your MaxAgent, see “CRM Integration” on page 75.
Greeting — From the Greeting tab, you can record and review 
greetings for each Activity state. See “Changing Activity Status 
and Recording Activity Greetings” on page 17.
Performance — Shows your performance since midnight for each 
workgroup you’re logged into. Includes direct calls and workgroup 
calls. Shows amount of time you were logged in, not ready, DND/
FWD, on inbound calls, on outbound calls, in wrap-up mode, and 
in hold state. See “Viewing Your Workgroup Performance” on page 
55.
History — A history of your incoming, outgoing, and missed calls. 
Columns include: Direction (inbound - red arrow, outbound - 
green arrow, missed), Number, Name, Date/Time, Duration, 
DNIS, Group, and Note. See “Viewing the Call History” on page 53.
Directory — Lists the extensions of people at the company. 
Columns include: Type (local, remote), Extension, Name, Activity, 
Department, Location. 
						

							16MaxAgent Manual Note:In order to see activity for remote extensions on the 
Directory tab, you must add those remote extensions to 
your Monitor list by following the steps described in 
“Choosing Workgroups / Extensions to Monitor” on page 
52.
WG Status — Shows the real time status of all the workgroups 
you’re logged into. Columns include: Workgroup Number, 
Workgroup Name, Login/Out Status, Calls In Queue, Calls In 
Queue > SL, Longest Queue Time, New, Agents Logged In, Total 
Busy Agents, Total Agents Not Available, % of Calls That Exceed 
Threshold. See “Checking Workgroup Status” on page 54.
Speed Dial — A list of speed dial numbers entered by the system 
administrator and entered at the extension. Columns include: 
Type (extension speed dial or system speed dial), ID, Name, 
Number, and Note. See “Dialing Speed Dial Numbers” on page 28.
WG Voicemail — A log of unopened and opened voice mails left 
at the workgroup extension(s). Columns include: Type, Number, 
Caller Name (if available from extension information or from an 
external database), Date/Time, Duration, Group, and Note. See 
“Checking Voice Mail” on page 47.
MeetMe — From the MeetMe tab, you can schedule and monitor 
phone meetings. See “MeetMe Conference” on page 36.
Monitor — A list of extensions you have chosen to monitor. 
Columns include: State, Extension, Name, Activity, DND/FWD, 
Caller Name, Number, Department, Location, DNIS, and Duration. 
See “Monitoring Activity of Other Extensions/Workgroups” on 
page 51.
Line Park — Shows calls parked for line park groups that you are 
a member of. You can pick up a parked call from the LinePark tab. 
Columns include: Park (the Park ID), Extension, Caller Name, 
Number, DNIS, and Duration.
To park a call in MaxAgent, click the Flash button on the call 
control tool bar (you must customize your tool bar to display the 
Flash button), enter #41 (system call park) or #31 (personal call 
park) in the dialer field, then click the Connect button on the call 
control tool bar. 
WG Queue — Shows all the calls in queue. You can pick up a call 
from queue if the system administrator has allowed it for your 
extension. The following fields are included: ID, Group, Queue 
Time, Priority Queue Time, Caller ID, Caller Name, DNIS, Priority,  
						

							MaxAgent Manual 17 SKLR, and Type. If your workgroup is a target workgroup for 
Callback calls, you will also see the fields Original Caller ID, 
Original Caller Name, and Original Group. See “Viewing Queues” 
on page 56.
Changing Activity Status and Recording 
Activity Greetings
You can specify your whereabouts, so that others are informed. 
Click the Down arrow on the Activity button and choose the 
appropriate category:
•Available (System) (the system greeting is used)
•Available (Personal) (your personal greeting is used)
•Meeting 
•Away 
•Travel 
•PTO (personal time off)
Your system administrator may have configured additional 
activities to select from. 
The activity category you select appears beside the button. Keep 
your Activity status updated.
You can record a different greeting for each Activity status. To do 
so, click the Greeting tab, and select an Activity. Then click the 
Record button at the bottom of the tab to record a greeting. 
(Alternatively, you can right-click the activity, and select Record.) 
Use your phone or headset to record the greeting. 
						

							18MaxAgent Manual To hear the greeting played back, click the Review. button. 
Change your greeting whenever you want to.
Setting Status to Ready or Not Ready
The Ready/Not Ready button is a toggle. Click it to tell the system 
not to send workgroup calls to your extension. Click it again to tell 
the system you are ready to receive workgroup calls.
Turning Do Not Disturb On and Off
The DND button is a toggle that turns Do Not Disturb on and off. 
When Do Not Disturb is on, all incoming calls are forwarded 
according to your Enable Busy Call Handling settings. 
Note:If the system administrator has disabled the Do Not 
Disturb feature for the extension, the DND feature will not 
be available to you. If you select DND, an alert pops up 
informing you that DND is not allowed. 
Log Out or Change Workgroups
You can log out of a workgroup or change the workgroups you’re 
logged in to as follows:
1. Click the Login button to open the WG Login window.
2. To log out or change workgroups, deselect the check box(es) 
next to the workgroup(s) you’re logging out from. To log out 
from all workgroups, check the Group box.
3. If logout reason codes are required in your system, select one 
in the Logout Reason drop-down list. 
4. If you want to log in to other workgroups, select their check 
boxes.
5. Click OK.
Minimizing and Exiting MaxAgent
Minimize - To minimize MaxAgent, click the Minimize button in 
the top right corner of the screen. MaxAgent shrinks to an icon in 
the Windows task bar and the Windows system tray. 
						

							MaxAgent Manual 19 Exit - If you are shutting down Microsoft Windows, MaxAgent will 
close automatically. Otherwise, to exit MaxAgent, right-click the 
icon in the Windows Task bar and choose Close Window or click 
the X in upper right corner of the MaxAgent window.
Shrinking MaxAgent
To shrink MaxAgent to a strip at the top or bottom of your screen, 
click the Arrange Window button and select Top or Bottom. The 
strip displays the MaxAgent status bar, the workgroup number and 
name, number of calls in queue, longest queue time, plus no more 
than six call control buttons and the dialer field:
To restore MaxAgent to full view, click the Arrange Window 
button and select Normal.
When MaxAgent is shrunk and you put a call on hold (by clicking 
the Hold button), the number flashes. Clicking the number 
reconnects to the call.
Note:If a new call comes in while a call is on hold, MaxAgent 
changes to normal size automatically, allowing you access 
to both calls.
Using the Windows Tray Phone Icon
After you log in, the MaxAgent icon is displayed in the Windows 
tray, normally at the bottom right of your screen. 
When you have new voice mail, the icon changes to show you have 
voice mail.
If MaxAgent is not on your Windows desktop, but either icon 
appears in the Windows tray, double-click it to open the MaxAgent 
main window.
Default call control buttons 
						

							20MaxAgent Manual
Searching in the Tabbed Windows
Searching is available in these tabs: Directory, History, Contacts, 
Voice Mail, WG Voicemail, and Speed Dial.
To search,
1. In the Search in field, select the column you want to search 
in.
2. Put your cursor in the field beside the magnifying glass, and 
type what you’re looking for. The search begins as you type, 
and the list is narrowed to records that match what you’re 
typing.
3. When you begin a new search, all the information that was on 
the tab reappears. Or you can clear the field beside the 
magnifying glass or make another selection in the Search in 
field, and you’ll see all the information on the tab.
Customizing the Display
You can customize the MaxAgent display to meet your needs in the 
following ways:
•Resize MaxAgent windows by using the standard Windows 
method: place the cursor at a window edge or corner, then 
drag the window to the size you want.
•Specify the tabs you want to display: right-click on the area 
just above the tabs. A list of tabs opens. 
						

							MaxAgent Manual 21 Check the tabs you want to display, and uncheck the tabs you 
don’t want to display. 
•Specify the columns you want to see by right-clicking a 
column heading and checking or unchecking columns in the 
pop-up list. Checked columns will be displayed.
•Resize columns by placing the cursor on a column divider in 
the header area until the cursor changes to a movable double 
bar (||). Then move the bar to resize the column. 
						

							22MaxAgent Manual
•Rearrange columns by clicking and dragging a column name 
to the location you want.
•Sort columns in ascending or descending order by clicking 
the column heading. An ascending (first to last) or descending 
(last to first) arrow appears. Click the column heading again 
to sort in the reverse order. If you click a column heading, and 
all the data in that column is the same, MaxAgent keeps the 
sort order of the previously clicked column.
•Add, remove, and rearrange the toolbar buttons in 
MaxAgent by right-clicking in the button area and choosing 
Customize Toolbar Buttons.
Moving the Record column to the right
Ascending order
Descending order 
						

							MaxAgent Manual 23 The buttons displayed in your MaxAgent are in the right-hand 
list. To remove a toolbar button, select it and click Remove. 
To add a toolbar button, select a button from the list on the 
left, and click Add. To rearrange buttons, select a button from 
the list on the right, and click the Up button or Down button, 
until the toolbar button is where you want it. When finished, 
click OK.
Note:When MaxAgent is shrunk to a strip at the top or bottom 
of your screen, six buttons are initially displayed by 
default in the shrunken toolbar: Connect, Transfer, 
To VM, Hangup, Redial, Hold. These are the only 
buttons available to a shrunken toolbar. You can 
remove any of them in the way just described and add 
them back again. 
When MaxAgent is made normal size, the buttons you 
originally selected are again displayed in the toolbar. In 
other words, you configure the normal toolbar and the 
shrunken toolbar separately, and MaxAgent keeps your 
preferences for each.
•Remove the dialer field by right-clicking a toolbar button 
and choosing Customize Toolbar Buttons, as above. In the 
Toolbar Customization dialog box, clear the check box beside 
Show Dialer. To display the dialer again, check the Show 
Dialer check box.
•Pop up MaxAgent when you have incoming calls. Pop ups 
work when MaxAgent is minimized or is a strip at the top or 
bottom of the window but not when you have exited. See “Call 
Alert Options” on page 73.
•Drag and dock the tabs by dragging the dotted area above 
them to the right arrow, the left arrow or the bottom arrow. 
Once you start moving the group of tabs, the arrows appear. 
Move the cursor to an arrow, and the tabs will be docked at 
the side you selected.
When the docking arrows appear, 
they look like this
Dragging and docking  
						

							24MaxAgent Manual
•Drag and dock one tab by dragging it by its tab until the 
cursor is on the arrow where you want the tab to dock. 
•Make a tab a separate window independent of the 
MaxAgent main window by dragging it out by its tab, or by 
double-clicking the tab. Then you can resize the window and 
move it around. 
To dismiss the window, click the close button in the upper right 
corner. To return the window to the set of tabbed pages, drag 
it by its title bar to the tabs area. 
A tab is being dragged from an independent window 
back to the tabs group.