AltiGen comm MAXCS 88 MaxAgent Manual

							MaxAgent Manual 65
Forwarding All Calls
When you configure your MaxAgent to forward all calls, the 
information is displayed in the status bar. For example if you 
choose to forward all calls to an auto attendant, you will see this 
in the status bar:
Forwarding calls to an external number is not allowed in 
MaxAgent. 
Do Not Disturb
If you check Enable Do Not Disturb, all incoming calls are 
forwarded according to your Enable Busy Call Handling settings, 
described below.
Checking Enable Do Not Disturb here has the same effect as 
clicking the DND button in the MaxAgent main window.
Busy Call Handling and No Answer Handling
You can use these options to specify how you want to handle 
incoming calls when you’re already on the phone or when you 
can’t answer the phone, for example, when you’ve checked 
Enable Do Not Disturb.
If you want to use the auto attendant and you don’t know the 
number of the phrase or menu you want to use, check with your 
system administrator.
Place call in queue is available only if your system administrator 
has enabled queuing for you.
Number of Rings Before Forwarding
The Number of Rings Before Forwarding setting pertains to 
almost all the options on this screen. It is the number of times the 
phone rings before the system forwards the call to an extension, 
voice mail, or the auto attendant.
To have MaxAgent automatically pick up the call, check the 
Enable Automatic Answering after x Seconds check box and 
use the arrow keys to choose the number of seconds. 
						

							66MaxAgent Manual Note:The default setting is 0 seconds. If the duration is set to 0, 
all incoming calls will go to connect state right away. 
Neither caller nor callee will hear a ring tone.
Automatically Answer After XX Seconds
You can the client to automatically answer calls via your Polycom 
phone. This option works with the Use Polycom Phone to Make or 
Answer Calls option.
Refer to the MAXCS Polycom user guides for instructions on how 
to configure this option, along with other Polycom features. The 
user guides for the various Polycom models can be found on 
AltiGen Communication’s MAXCS web site:
http://maxcs.com/support/current-manuals/
Call Waiting Options
Call waiting options are available only if the Enable Busy Call 
Handling check box has been checked, but this option is available 
only for non-workgroup calls. 
•Single Call Waiting — sets up single call waiting. This feature 
gives an alert tone (audio beep) to indicate that a call is 
waiting. Single Call Waiting must be selected in order to 
conference incoming calls. 
•Multiple Call Waiting — enables a “non-workgroup queue” 
of multiple calls waiting. You must also select the Place Call 
In Queue option under Enable Busy Call Handling to 
enable this option. This allows you to transfer or park the 
current call before picking up the next call in queue.
•Live Call Handling — when enabled, allows a caller to hear a 
ringback tone when the called party is in voice mail, paging, 
transfer, or conference state.
One Number Access (ONA)
If you are expecting calls that you want to receive regardless of 
where you are, you can have the system forward those calls to 
you. You must specify the Caller IDs for the calls you want 
forwarded, and the numbers where you can be reached. 
If the system is unable to connect the call (can’t identify a Caller 
ID or can’t reach you at any of the numbers you specify), the call 
is sent to your voice mail. 
						

							MaxAgent Manual 67 When you answer an ONA call, you may be required to enter your 
extension password, depending on the configuration for your 
extension set by your system administrator
Before You Set Up ONA
•ONA must be enabled for your extension by your system 
administrator. 
•The settings on your MaxAgent Call Handling tab must not 
conflict with ONA. Specifically:
•Enable Do Not Disturb m u s t  n o t  b e  c h e c k e d .  I f  i t  i s ,  w h e n  
your line is busy, all calls will go into voice mail and not to 
the ONA forwarding numbers you specify. 
•Enable Forward to must not be checked. If it is, all calls 
will be forwarded according to this setting.
See “Call Handling” on page 64 for details on these settings.
Setting Up One Number Access
To set up one number access,
1. Click Extension > One Number Access in the Configuration 
window.
2. Select the times you want to be available to ONA callers.  
						

							68MaxAgent ManualIf you choose Enable schedule based access, you can set 
up to four different schedules.
3. Check Enable Call Screening if you want the system to 
prompt the ONA caller to record a caller name to continue 
ONA.
4. If you want, check Verify Caller ID based on the following 
and then specify the incoming phone numbers for ONA. If ONA 
finds one of these numbers on an incoming call, it will forward 
the call to you.
You can enter up to 10 phone numbers in the Caller ID 
Verification fields. For local numbers, use 7 digits 
(5555555). For long distance numbers, use 10 digits—area 
code + local number.
Note:If you enter no numbers in the Caller ID Verification 
fields and ONA is enabled, ONA is made available to 
every caller.
Using a Password
You can use a Caller ID Verification field to enter a password 
number such as “5555” so that a caller who knows this 
password can use ONA to find you, regardless of where they 
are calling from. Tell the caller to dial 1 during your personal 
greeting and then enter the password.
5. Enter the Forwarding Numbers to be used by the system to 
find you when ONA is active. You can set up to four different 
numbers—extensions or outside numbers. For outside 
numbers, use the drop-down list to select the trunk access 
Check a Schedule 
box and choose the 
times you want to be 
available for ONA 
from the drop-down 
lists. 
						

							MaxAgent Manual 69 code you want to use. Specify whether the number is an 
extension or outside number and if a password is required.
When ONA is active, the system dials the forwarding 
number(s) in the order from Forwarding Number 1 through 
Forwarding Number 4. Note that this number order does not 
correspond to the Schedule order—for example, Forwarding 
Number 2 is not used first during Schedule Number 2.
Note:If your system administrator has not configured your 
extension to require you to enter your extension 
password when answering an ONA call, then a call 
forwarded via ONA that is picked up by a voice mail box, 
fax machine, or answering machine will connect, and 
will not try any subsequent Forwarding Numbers. 
Therefore, if you want ONA to use such an option as a 
last resort, it should be Forwarding Number 4.
You can set the ONA ring duration from 5 to 45 seconds using 
the Ring drop-down lists. Default value is 20 seconds. The system 
will ring the ONA target during the specified time limit. If the ring 
time exceeds 30 seconds, the system will play a phrase every 15 
seconds (playing time is included in ring time).
Message Notification
You can specify how and when you’d like to be alerted to new 
messages when you’re away from your desk. Click Extension > 
Message Notification in the Configuration window to display the 
Message Notification configuration screen. 
						

							70MaxAgent Manual You can set these notification options:
•The types of messages about which you want to be alerted: 
none, urgent voice messages only, or all voice messages.
•Schedule — Select during what hours you want to be alerted.
•How and where to notify you — Select an option in the 
Notification or Reminder Message by calling section. If 
you want to use an outside number, use the drop-down list to 
select the trunk access code, and then type in the number.
•Voice Mail Groups — You can set up and edit voice mail 
groups.
Note:You can also configure Message Notification through the 
AltiGen Voice Mail System.
Working with Voice Mail Groups (Distribution Lists)
You can set up voice mail groups (distribution lists) to forward 
messages to multiple recipients at the same time. You can set up 
to 100 personal voice mail (VM) groups, each with 64 members. 
Group members can be any extension or another voice mail group.
There are two types of voice mail groups you can use:
•System-based groups are set up by the system 
administrator. You can use but not edit these lists in 
MaxAgent. You can, however, add a comment that is displayed 
in your MaxAgent. 
						

							MaxAgent Manual 71
•Personal groups can be set up and modified in MaxAgent or 
in your AltiGen Voice Mail System.
Working on Voice Mail Group Lists
To work on your personal voice mail groups, on the Message 
Notification page, click the VMGroup Edit button. The following 
dialog box appears: 
						

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Creating a Personal Voicemail Group
1. Click the New button in the VM Group Edit dialog box.
2. Click the drop-down list to select a Group ID. 
3. Enter the VM Group Name and any Comments. These are 
optional but will help you identify the group.
4. Select the member extensions by selecting the check box next 
to each extension.
5. When finished, click OK. Click the Clear button to deselect all 
extensions or click Cancel to exit without saving your edits. 
Updating a Personal Voicemail Group
1. Click the VM Group Edit button. The VM Group Edit dialog box 
opens.
2. Select the group you want to change, and click the Change 
button.
3. Make any changes you need to make for the group name, 
comments, or members. To add or remove a member, select 
or deselect the check box next to the extension.
4. Click OK. 
						

							MaxAgent Manual 73
Call Alert Options
If you want MaxAgent to inform you when you have a call, specify 
your desired method(s) in the Configuration window’s Options > 
Alert screen. 
You can set these alert options:
•Disable — Disable screen pop.
•Screen Pop — When a new call comes in while MaxAgent is 
minimized on the taskbar, the MaxAgent main window pops 
up. You can then answer the call or perform other MaxAgent 
actions. For MaxAgent to pop up, you cannot have closed the 
application entirely. 
•Inbound call alert — When a new call comes in, a window 
pops up and gives you the option to answer the call or send it 
to voice mail:
•Audio Beep — Your computer beeps you when you have a 
call.
•Auto Close — The pop up window closes once you have 
finished with the call.
Answer
Send to VM 
						

							74MaxAgent Manual
•Waiting time longer than — A message window pops up 
when a call has been waiting in queue longer than the time you 
specify here. You must close the window manually.
•Calls in queue exceed — A message window pops up when 
the number of calls in queue exceeds the number you specify 
here. You must close the window manually. The window shows 
the “exceeds” alert only when the threshold is first crossed. 
For example, if you have configured your MaxAgent to show 
the alert when calls in queue (CIQ) exceeds 3, the window will 
pop up only when CIQ changes from 3 to 4; it will not pop up 
again when CIQ changes from 4 to 5 or more.
Voice Mail Play Options
Choose Options > Play Voicemail in the Configuration screen to 
set voice mail play options. 
You can choose to play your messages on your phone set, or play 
them on your sound card and speakers. If you choose to play them 
on your sound card, you can have the message play as it 
downloads, or you can download it completely and play it on an 
external media player.