AltiGen comm MAXCS 89 MaxCommunicator Manual

							MaxCommunicator Manual 25
Shortcut-Key Dialing and Smart Tag Dialing
Shortcut-key dialing — If you configured your 
MaxCommunicator 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 find out more about this option and how 
to configure it, see “Select-n-Dial” on page 54.
Smart Tags
If you configured your MaxCommunicator to enable Smart Tags, 
you can call phone numbers from Internet Explorer by clicking a 
number that has a dotted underline, or from Microsoft Office 
programs by selecting Dial By MaxClient from a Smart Tag 
beside the number. To find out more about this option and how to 
configure it, see page 52.
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: 
						

							26MaxCommunicator Manual 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. 
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 are also set up by using 
the #25 feature code on your phone set.
To edit a speed dial number in MaxCommunicator, 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.
Click the number to make the call 
						

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Redialing
To redial the last number called, click the Redial button. If the 
Redial button is not on your MaxCommunicator 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.
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 MaxCommunicator 
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.
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.
Click Ringing 
to answer 
second call 
						

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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.
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.
MaxCommunicator allows for both supervised transfer (in which 
you confirm the transfer with the target) and blind transfer. 
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 tabs. 
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.
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.
The first call 
goes to Hold 
state 
						

							MaxCommunicator Manual 29 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, MaxCommunicator reconnects the 
call to your extension. The call is also reconnected if the third 
party doesn’t answer.
Transferring to Voice Mail
While connected to a call, click the To Voicemail 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.)
 
Note:You can also forward a call to voice mail without answering 
it by clicking the To Voicemail 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.)  
						

							30MaxCommunicator Manual 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 57.
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 MaxCommunicator: 
•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 33.)
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 MaxCommunicator Configuration 
window, Extension > Call Handling screen. 
You may conference calls in the following ways:  
						

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•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 MaxCommunicator dials the new number, the other 
party or parties go into Hold Pending state, and you see a 
confirmation dialog box.
After the dialed party answers, click Yes in the dialog box. If 
the dialed party does not answer, click the No button.
•Selecting from Menu — When a call is on hold, you can add 
it to the conference by right-clicking the call and selecting Join 
to Conference: 
						

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Canceling Conference Calls
You can cancel the conference using any of the following methods: 
•Click the No button in the confirmation dialog box.
•Close the conference confirmation dialog box.
•Click the FLASH button.
•Right-click the appropriate call and select Drop From 
Conference.
Normally, after canceling you will be reconnected automatically to 
the initial call. If you are not automatically reconnected and want 
to reconnect to the first call, click the call’s Hold Pending state cell.
Note:The conference host is the user who initiates the 
conference call, and only the conference host can drop a 
call from conference. If the conference host hangs up, no 
one else in the conference call can drop a call from the 
conference. 
When Conference Participants Are Reduced to Two
The station conference bridge is released when the number of 
conference participants is reduced to two. The displayed state 
changes from “Conference” to “Connected” in MaxCommunicator. 
The call can then be transferred, parked, or tagged with an 
account code, and another party with privilege can monitor, barge 
in, listen to, or coach the call. 
						

							MaxCommunicator Manual 33 Note:With Polycom phones, if the conference initiator hangs up 
and there are only two parties left on the conference call, 
then the call reverts to a direct call. 
However, if the conference initiator is one of the two 
remaining callers, the call will remain a conference call. 
In this scenario, neither party can transfer the call to 
another party. If the conference initiator wants to transfer 
the call, the initiator must conference in the other party 
and then drop off.
MeetMe Conference
If your company has this feature available, you can schedule a 
phone 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.
To schedule a phone meeting, click the Schedule Meeting button. 
The MeetMe Conference window opens:
Using this window, you can:
•Create a one-time or recurring meeting and set its parameters
•Open Microsoft Outlook to send an e-mail invitation to 
participate in the meeting
•Start and stop a meeting
•Modify or delete a meeting 
•See meeting ID, subject, scheduler, time, frequency, start 
time, end time, the last time the meeting started, its status, 
and the resource being used.
•Display or hide outdated meetings
•Modify column display 
						

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Working in the MeetMe Conference Window
•Click a button to perform a function (for example, create a 
meeting). The buttons at the bottom of the window are labeled 
with their function; the buttons at the top of the window 
perform the same functions. In addition, at the top of the 
window, you can choose to display outdated meetings by 
checking the Display Outdated Meetings check box. 
Deselect the check box to hide outdated meetings.
•Select an existing meeting to perform a function on it (for 
example, to start or stop the meeting). You can select one 
meeting at a time.
•Functions can also be performed on an existing meeting by 
right-clicking the meeting and selecting from the context 
menu.
•Click a column heading to sort by that column. An arrow is 
displayed that indicates the sort order, ascending or 
descending. Click again to reverse the sort order.
•Use the scroll bar at the bottom of the window to display 
additional columns, if necessary.
•Change column size by clicking and dragging a column border.
•Change column order in the current window by dragging a 
column heading to where you want it. 
•You can open more than one MeetMe Conference window and 
work with different meetings and displays in each one. 
Modifications you make to the display in a MeetMe Conference 
window are not retained after you close the window.
•You can double-click a meeting to open the Modify Meeting 
dialog box.
Using the Calendar Button
The Create Meeting and Modify Meeting dialog boxes use Calendar 
buttons for date selection. To select a date, click the Calendar 
button. When the calendar is open, use the Up/Down arrows to 
select the year, or you can type in a year and then press Enter. 
Click the Calendar button again to close the calendar.
Arrow indicates sort order