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 from the Contacts tab, see page 54
•Check workgroup status, see page 54
•View your own workgroup performance, see page 55
•View queues, see page 56
Answering Calls
To answer a call click the word Ringing in the call’s State cell. The 
state changes to Connected. 
						

							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 type 
the name. Then select the name from the drop-down list that 
opens. The number for that name appears in the dialing field.
To close the drop-down list or clear the dialing field, click the “x” 
in the field.
You can click the Dial button to 
open the dial pad
You can start typing a 
name in the dialing 
field to open your 
company directory 
list. Then select a 
name.
You can enter a number 
in the dialing field 
						

							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 Explorer” on page 61.
Smart Tags — If you configured MaxAgent to enable Smart Tags, 
you can call phone numbers from Internet Explorer by clicking a 
number in IE that has a dotted underline, or from Microsoft Office 
programs by selecting Dial By MaxClient from a Smart Tag 
beside the number.
To learn how to configure this option, see “Enable Smart Tag” in 
the section “Enabling the Max Smart Tag in Internet Explorer” on 
page 61.
Searching for 
“western team” by 
starting to type in the 
dialing field 
						

							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, MaxOutlook.
Additionally, if you were using the Smart Tag method with 
a particular program, for example, MaxOutlook, and then 
you open a Smart Tag-enabled MaxAgent, MAXCS will 
continue dialing a Smart Tag call through MaxOutlook. To 
have the call dialed through MaxAgent, close MaxOutlook.
Dialing Speed Dial Numbers
To dial speed dial numbers, click the Speed Dial tab:
This tab lists speed dial numbers that you have configured at your 
extension (extension speed dial numbers), and it lists speed dial 
numbers, if any, that have been set up for your extension by the 
system administrator (system speed dial numbers). You can see 
in the Type column which numbers are extension speed dial 
numbers and which are system speed dial numbers.
To call a speed dial number, click the number in its Number 
column. 
Click the number to make the call 
						

							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. 
Note:Extension-type speed dial numbers also can be set up by 
using the #25 feature code on your phone set.
To edit a speed dial number in MaxAgent, double-click in its Type, 
ID, or Name columns. The Extension Speed dialog box pops up. 
Make your edits, and click OK. To delete the information, clear the 
fields and click OK. If you just want to edit a note, you can double-
click in the Note field on the Speed Dial tab and edit the note 
right in the table. 
For system-type speed dial numbers, you can edit the note, but 
only the system administrator can edit the other fields.
Redialing
To redial the last number called, click the Redial button. If the 
Redial button is not on your MaxAgent screen, you can display it 
by right-clicking on a command button, choosing Customize 
Toolbar Buttons, and adding Redial to your Customize Bar list. 
Click OK.
Or, you can click the History tab and click the last number you 
dialed. 
						

							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 place a call on hold, workgroup calls may still 
ring your extension. To prevent this, click the Not Ready 
button. See “Setting Status to Ready or Not Ready” on 
page 18.
Using Call Waiting
During a call, you may receive another incoming call. To answer 
the call, click ringing in the new call’s State cell. The call to which 
you were connected goes to the hold state.
When you are ready to reconnect to the call on hold, click Hold in 
the State cell of the call. The call goes to the connected state.
Click Ringing 
to answer 
second call
The first call 
goes to Hold 
state 
						

							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 type a note in the User Data field of 
the call (for the call to carry user data, it must be a trunk call), and 
that note will be displayed on the MaxAgent screen of the person 
receiving the transfer. The agent receiving the transfer can add 
data to this field but cannot delete data.
(What you type in the User Data field for the call is also displayed 
on the History tab in the call’s Note field.) 
Note:If user data is written to an internal call, the content is 
saved as a call memo but cannot be carried with the call.
You may transfer calls in the following ways: 
Dragging — Drag and drop the call (either while it’s ringing or 
connected) onto the target number on the Directory, Speed Dial, 
Contacts, or Monitor tabbed pages. 
Dialing — While connected to a call, in the dialing field enter the 
target number you want to transfer to, then click the Transfer 
button.
Clicking — If the target number is on the Directory, Speed Dial, 
Contacts, or Monitor tab, click it. Then click Transfer.
You’re asked to confirm the transfer by clicking the Yes button in 
a confirmation dialog box.
You can click Yes before the party answers to do a blind transfer, 
or you can wait for the person to answer and then confirm or 
cancel the transfer.
Clicking in the User Data field opens the User Data 
dialog box, where you can type a note. (See page 32.) 
						

							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 following:
In the Call Comment field of the User Data dialog box, enter 
DISP= and follow that with your text (for example, DISP=new 
customer). DISP (for “display”) is case-sensitive.
This feature works only with inbound trunk calls. 
Transferring to Voice Mail
While connected to a call, click the To VM button in the toolbar. In 
the box that pops up, choose the extension you want to send the 
call to, then click OK. (You can sort extensions by number or by 
name.) 
						

							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 button while the call is 
ringing.
Forwarding Calls Using Do Not Disturb
If allowed, click the DND button to forward all incoming calls 
according to your “Enable Busy Call Handling” settings. See “Busy 
Call Handling and No Answer Handling” on page 65. 
						

							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 can dial a third party and then conference 
that party in to the call. Any internal user is able to add parties 
to this type of conference call. 
•MeetMe conference. If your company has this feature 
available, you can schedule a meeting to take place at a 
specified time in the future and invite people to the meeting. 
Invited people call the MeetMe conference extension number 
to join the meeting at the designated meeting time. (See 
“MeetMe Conference” on page 36.)
Station Conferencing
Using this method, you may conference up to six calls.
Note:In order to conference incoming calls, Single Call 
Waiting, Multiple Call Waiting or Live Call Handling 
must be checked in the MaxAgent Configuration window, 
Extension > Call Handling screen. 
You may conference calls in the following ways: 
•Dragging — While connected to one party, drag a Hold call to 
the Connected call, or drag a number from the Directory, 
Speed Dial, Contacts, or Monitor tabs to the Connected call. 
Repeat to add more callers. Each call in the conference 
displays Conferencing state. 
•Dialing — While connected to one party, in the dialing field 
enter the extension or phone number you want to conference 
with, then click the Conference button.
While MaxAgent dials the new number, the other party or 
parties go into Hold Pending state, and you see a confirmation 
dialog box.