MAXCS 6.7.1 MaxCommunicator Manual

MaxCommunicator™
Manual
MAX CS
Release 6.7 Update 1
March 2013
WARNING!
Toll fraud is committed when individuals unlawfully gain access to
customer telecommunication systems. This is a criminal offense.
Currently, we do not know of any telecommunications system that
is immune to this type of criminal activity. AltiGen
Communications, Inc., will not accept liability for any damages,
including long distance charges, which result from unauthorized
and/or unlawful use. Although AltiGen Communications, Inc., has
designed security features into its products, it is your sole
responsibility to use the security features and to establish security
practices within your company, including training, security
awareness, and call auditing.
NOTICE
While every effort has been made to ensure accuracy, AltiGen
Communications, Inc., will not be liable for technical or editorial
errors or omissions contained within the documentation. The
information contained in this documentation is subject to change
without notice.
This documentation may be used only in accordance with the
terms of the AltiGen Communications, Inc., License Agreement.
AltiGen Communications, Inc.
410 East Plumeria Dr.
San Jose, CA 95134
Telephone: 888-AltiGen (258-4436)
Fax:
408-597-9020
E-mail:
info@altigen.com
Web site:
www.altigen.com
TRADEMARKS
MAX Communication Server, MaxAdministrator,
MaxCommunicator, MaxAgent, MaxSupervisor, MaxInSight,
MaxOutlook, MaxCall, Enterprise Manager, AltiServ, AltiLink,
AltiConsole, VRPlayer, Zoomerang, IPTalk, Alti-Mobile Extension,
InTouch Dialer, AltiReport, and SuperQ are trademarks or
registered trademarks of AltiGen Communications, Inc.
All other brand names mentioned are trademarks or registered
trademarks of their respective manufacturers.
Copyright © AltiGen Communications, Inc. 2013. All rights
reserved.
Contents
CHAPTER 1
About MaxCommunicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . 1
ACT!/GoldMine® Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
CHAPTER 2
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing MaxCommunicator on a Client System . . . . . . . . . . . . . . 4
Uninstalling MaxCommunicator . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
CHAPTER 3
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Version Mismatch Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
IP Extensions Using IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
When Connection Is Broken . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Overview of the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Click a Number to Make a Call . . . . . . . . . . . . . . . . . . . . . . . . . 11
Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Toolbar Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Call Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Tabbed Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Changing Activity Status and Recording Activity Greetings . . . . 15
Turning Do Not Disturb On and Off . . . . . . . . . . . . . . . . . . . . . . . 16
Minimizing and Exiting MaxCommunicator . . . . . . . . . . . . . . . . . 16
MaxCommunicator Manual
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Shrinking MaxCommunicator . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the Windows Tray Phone Icon . . . . . . . . . . . . . . . . . . . . . .
Searching in the Tabbed Windows . . . . . . . . . . . . . . . . . . . . . . . .
Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
16
17
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18
CHAPTER 4
Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Dialing Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Shortcut-Key Dialing and Smart Tag Dialing . . . . . . . . . . . . . .
Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . .
Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Transferring to Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Transferring to Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . .
Forwarding Calls Using Do Not Disturb . . . . . . . . . . . . . . . . . .
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Station Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Working in the MeetMe Conference Window . . . . . . . . . . . . . .
Creating a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . .
Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . .
What the MeetMe Conference Host Can Do . . . . . . . . . . . . . . .
Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . .
Joining a MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . .
Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Dealing with Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Save at Remote Server or Export Locally . . . . . . . . . . . . . . . . .
Deleting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Returning a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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24
25
25
27
27
27
28
29
29
30
30
30
32
33
34
39
40
40
41
41
41
41
42
43
44
45
45
45
Attaching a Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Forwarding Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Monitoring the Activity of Other Extensions . . . . . . . . . . . . . . . . 46
Choosing Extensions to Monitor . . . . . . . . . . . . . . . . . . . . . . . . 47
Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Calling or Picking Up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Using the Contacts Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
CHAPTER 5
Configuring MaxCommunicator . . . . . . . . . . . . . . . . . . . . . 51
General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Configuring Microsoft Office Programs to Display Max Smart
Tags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Enabling / Disabling the Max Smart Tag in Internet Explorer. . 53
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Before You Set Up ONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Setting Up One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . 58
Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Working with Voice Mail Groups (Distribution Lists) . . . . . . . 62
Working on Voice Mail Group Lists . . . . . . . . . . . . . . . . . . . . . 62
Call Alert Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
CRM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Tab Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Theme Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
CHAPTER 6
Using MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Logging in to MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
The MaxCall Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Using a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
MaxCommunicator Manual
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Recording a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Reviewing a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Appendix A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77
Errors and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Troubleshooting IP Connectivity from a Remote Location . . . . 78
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79
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CHAPTER 1
About MaxCommunicator
In addition, MaxCommunicator integrates with Microsoft Outlook
and Outlook Express, ACT! , and GoldMine® for caller screen pops
and dialing out from these applications.
Microsoft Outlook and Outlook Express
Support
MaxCommunicator 6.7 supports Microsoft Outlook 2007 and 2010,
allowing you to obtain phone numbers to dial from a Microsoft
Contact list. MaxCommunicator also lets you see the incoming
calls that have a matching record in the Contact list.
You must set up the Outlook Contacts list prior to using this
feature.
ACT!/GoldMine® Support
MaxCommunicator 6.7 supports ACT! 2006, 2007, 2009, 2010 and
GoldMine® 6.5, 6.7, and 7.0 contact management software,
allowing you to obtain phone numbers to dial from the ACT! or
GoldMine® contact database list. MaxCommunicator also lets you
see the matching record from the contact database list of the
incoming calls.
Note: Before ACT! can work with MaxCommunicator, you MUST
install the ACT! Plugin.
MaxCommunicator Manual
1
Overview
MaxCommunicator is call management software for the general
desktop PC user. It runs with the MAX Communication Server ACC
or ACM system. MaxCommunicator users can access, configure,
and perform several of the system’s PBX functions directly from
the desktop, including call handling, call forwarding, voice
messaging, extension monitoring, conferencing, and One Number
Access.
Licensing
The following AltiGen licenses are required:
• MaxCommunicator requires a MaxCommunicator seat license
for each user, or a MaxCommunicator session license.
• The IPTalk feature requires an IPTalk license for each user, or
an IPTalk session license.
• ACT! and GoldMine integration require an Integration
Connector license for each user.
• MaxCall requires a MaxCall seat license for each user or a
MaxCall session license.
A system administrator can assign and verify seat licenses in
MaxAdministrator by selecting License > Client SEAT License
Management from the main menu.
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MaxCommunicator Manual
CHAPTER 2
Installation
Installation
The client system must meet the following minimum
requirements.
• IBM/PC AT compatible system
• Microsoft .NET 2.0 with SP1 framework (version
2.0.50727.1433)
• 2 GHz CPU or above
• Windows XP Professional or Windows Vista Business Edition
(32-bit or 64-bit) or Windows 2008 (32-bit or 64-bit) or
Windows 7 (32-bit or 64-bit)
• 2 GB available hard drive disk space
• 1GB RAM
• SVGA monitor (1024 x 768) with 256 color display, or better
• Keyboard and mouse
• A sound card in the PC, if using IPTalk
• MAX Communication Server ACC 6.7 or MAX Communication
Server ACM 6.7 running on a server accessible to this client.
Pre-Installation Checklist
Before installing MaxCommunicator, make sure the following is
done:
• MAX Communication Server ACC 6.7 or MAX Communication
Server ACM 6.7 has been installed on the system server.
• TCP/IP is enabled on both machines.
• The client is able to connect to the server on the network.
• The person installing MaxCommunicator has local
administrator rights on the client computer.
• The extension affiliated with the client PC has a
MaxCommunicator Seat License assigned to it, or there is a
MaxCommunicator Session License installed in the MAXCS
system.
MaxCommunicator Manual
3
Installing MaxCommunicator on a Client System
When the above items are done, follow these steps on the client
machine:
1.
Exit all Windows applications.
2.
Insert the MAX Communication Server 6.7 Clients CD into the
CD ROM drive.
3.
Open the MaxCommunicator folder, and run the Setup
program in that folder, following the step-by-step installation
instructions as they appear on the screen.
Alternatively, if your system administrator has loaded
MaxCommunicator on a shared network server, you can copy the
files in the MaxCommunicator folder to your desktop computer,
and run the MaxCommunicator Setup program.
Uninstalling MaxCommunicator
1.
From the Windows Start menu, select Control Panel > Add/
Remove Programs > MaxCommunicator 6.7 to uninstall
MaxCommunicator.
2.
Click Remove, and respond to any additional prompts.
Automatic Upgrade
Each time you start up MaxCommunicator, a comparison is made
with the version of MAX Communication Server ACC/ACM that is
running on the server. If updates were made on the server, and
your version of MaxCommunicator is out-of-date, you are
prompted for upgrade permission. If you automatically upgrade,
the MaxCommunicator startup is terminated and a software
upgrade session is started. Restart MaxCommunicator to run the
newer version.
Note: For remote MaxCommunicator users outside the firewall,
TCP port 10050 is required to be open to allow automatic
upgrade. Automatic upgrade over the Internet requires the
sending of 15 MB files over the WAN, which may take some
time, to perform the automatic update.
4
MaxCommunicator Manual
Downgrade Procedure
Go to Control Panel > Add/Remove Programs and remove
MaxCommunicator 6.7 and ALL OTHER 6.7 client applications
(such as MaxAgent, MaxOutlook, MaxSupervisor, AltiConsole
and CDR Search).
2.
Reboot your system.
3.
Install the earlier software.
MaxCommunicator Manual
5
Installation
1.
6
MaxCommunicator Manual
CHAPTER 3
Getting Started
Start MaxCommunicator from the Microsoft Windows Start menu,
by choosing Start > All Programs > MaxCommunicator >
MaxCommunicator.
If you are connecting to the Internet through a modem
connection, before you log in, establish a session connection from
your PC 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
ACC/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 system administrator.
MaxCommunicator Manual
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Getting Started
Note: For users running Windows XP SP2, a firewall protection
Security Alert may pop up when opening the login window.
If this happens, click Yes to allow MaxCommunicator to
run.
(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.)
2.
Enter your Extension number and Password assigned to
your phone. (You can also log in as a workgroup or a
huntgroup.)
If you want to store your login password and have it entered
automatically the next time you log in to MaxCommunicator,
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 option. (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 8 for more information on
using IP extensions remotely.
4.
Click Sign In or press the Enter key. To back out of signing in,
click Cancel or press the Esc key.
Version Mismatch Dialog Box
If your version of MaxCommunicator doesn’t match the version of
MAX Communication Server on the system server, you are
prompted for upgrade permission when you try to log in. If you
allow upgrade at this time, the MaxCommunicator startup is
terminated and a software upgrade session is started. Restart
MaxCommunicator to run the newer version. (See “Automatic
Upgrade” on page 4 for more details.)
Logging In Remotely
You can use MaxCommunicator from a remote location if
• MaxCommunicator is installed on your remote computer
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MaxCommunicator Manual
• 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.
To log 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 PC, check the
Enable IPTalk softphone check box. (An AltiGen IPTalk
license must be assigned to your extension.)
4.
Click OK.
IP Extensions Using IPTalk
An AltiGen-certified USB headset system is recommended for IP
extensions using IPTalk (your phone system administrator or
AltiGen dealer can recommend headsets).
Important! You can run only one instance of MaxCommunicator
with IPTalk per system.
To make and receive calls using IPTalk,
1.
Connect your headset to your PC.
2.
Use the MaxCommunicator dialing and call accepting functions
as usual to make and receive calls.
When Connection Is Broken
When a connection with the phone server is broken, a message
box pops up asking if you want to connect again. Click Yes to
restore the connection without having to go through the log-in
process again.
MaxCommunicator Manual
9
Getting Started
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 PC, and even
receive phone calls as you would at the office.
Overview of the Main Window
Once you log in to MaxCommunicator, the main window appears,
providing tools to manage and monitor calls, and to facilitate
management of your personal contacts.
You can customize the MaxCommunicator 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 18.
See call Information here
Configure
Set your activity state
Dialer box
Shrink window
Status bar
Call control tool bar
Tabbed pages
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.
10 MaxCommunicator Manual
Click a Number to Make a Call
All phone numbers become underlined when you pass the cursor
over them. Click an underlined number to make a call to that
number.
Right-click a call to see a context menu.
Status Bar
• Change your activity state from the drop-down list (see
“Changing Activity Status and Recording Activity Greetings”
on page 15).
• If you have configured Call Handling to forward all calls, see
the target destination. For example:
• See the number of unopened voicemail messages.
• Turn Do Not Disturb (DND) on and off (see “Turning Do Not
Disturb On and Off” on page 16).
• If you’re using IPTalk, you can mute the call (using the Mute
toggle button) and control the volume using the volume
control.
Mute button (toggle)
Volume control
• Shrink MaxCommunicator to a single tool bar and restore it to
normal size by selecting from the drop-down menu.
• Configure MaxCommunicator (see “Configuring
MaxCommunicator” on page 51).
• 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.
MaxCommunicator Manual
11
Getting Started
From the status bar you can do the following:
You can choose the buttons you want and the order in which you
want them. See “Customizing the Display” on page 18.
The Dialer field and Dial button are also in the toolbar. Click the
Dial button to pop up the dial pad.
Dialer field
Click the x to
clear the dial
field or close
the dial pad
Dial
button
opens
dial
pad
Call Information Panel
The call information panel displays several columns of information
about calls:
Record— shows when a call is being recorded
State—the state of the currently active 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 MaxCommunicator 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
12 MaxCommunicator Manual
• 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
• Ringback—caller sees this state while the callee’s phone is
ringing
Getting Started
• 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
Number—the phone number at the other end of the call
Group—your workgroup number for this call
DNIS—the DNIS number, if appropriate
Duration—duration of the call
Conference—indicates the conference host
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
You can right-click a call to access a context menu for that call.
Then select from commands available for that call.
Tabbed Pages
Nine tabbed pages are available on the bottom half of the
MaxCommunicator screen: Directory, History, Contacts,
Voicemail, Monitor, Line Park, Speed Dial, MeetMe, and Greeting.
(If you have enabled MaxCall, the MaxCall tab is available also.
MaxCall requires a license and is discussed in “Using MaxCall” on
page 73.)
MaxCommunicator Manual
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Directory—Lists the extensions of people at the company.
Columns include: Type (local, remote), Extension, Name, Activity,
Department, Location.
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 Extensions to Monitor” on page 47.
History—A history of your incoming, outgoing, and missed calls.
Columns include: Direction (incoming, outgoing, missed),
Number, Name, Date/Time, Duration, DNIS, Group, and Note.
Contacts—A list of contacts you have added to your
MaxCommunicator. Columns include: Name, Company, Business
Phone, Mobile Phone, Email Address, IM Address, Home Phone.
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 44.
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 the Activity of Other Extensions” on page 46.
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 MaxCommunicator, 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.
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 25.
MeetMe—From the MeetMe tab, you can schedule and monitor
phone meetings. See “MeetMe Conference” on page 32.
Greeting—From the Greeting tab, you can record and review
greetings for each Activity state. See the following section.
14 MaxCommunicator Manual
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)
Getting Started
• 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.
To hear the greeting played back, click the Review button. Change
your greeting whenever you want to.
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15
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 disabled the Do Not Disturb
feature for your extension, the DND feature will not be
available to you. If you select DND, an alert informs you
that DND is not allowed.
Minimizing and Exiting MaxCommunicator
Minimize - To minimize MaxCommunicator, click the Minimize
button in the top right corner of the screen. MaxCommunicator
shrinks to an icon in the tray in the lower right corner of your
screen.
Exit - If you are shutting down Microsoft Windows,
MaxCommunicator will exit automatically. Otherwise, to exit
MaxCommunicator, click the Close button at the top right of the
MaxCommunicator window.
To exit MaxCommunicator when you have shrunk it to a single
toolbar, first restore it to normal size, then click the Close button.
Shrinking MaxCommunicator
To shrink MaxCommunicator 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 MaxCommunicator status bar, plus
no more than six call control buttons and the dialer field:
Default call control buttons
To restore MaxCommunicator to full view, click the Arrange
Window button and select Normal.
When MaxCommunicator is shrunk and you put a call on hold (by
clicking on the Hold button), the number flashes. Clicking the
number reconnects to the call.
16 MaxCommunicator Manual
Note: If a new call comes in while a call is on hold,
MaxCommunicator changes to normal size automatically,
allowing you access to both calls.
Using the Windows Tray Phone Icon
After you log in, the MaxCommunicator icon is displayed in the
Windows tray, normally at the bottom right of your screen.
If MaxCommunicator is not on your Windows desktop, but either
icon appears in the Windows tray, double-click it to open the
MaxCommunicator main window.
Searching in the Tabbed Windows
Searching is available in these tabs: Directory, History, Contacts,
Voice Mail, 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.
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17
Getting Started
When you have new voice mail, the icon changes to show you have
voice mail.
Customizing the Display
You can customize the MaxCommunicator display to meet your
needs in the following ways:
• Resize MaxCommunicator 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 see. To select the tabs you want
to display, right-click on the area to the right of the tabs. A list
of tabs appears:
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.
18 MaxCommunicator Manual
• Rearrange columns by clicking and dragging a column name
to the location you want.
Moving the Record column to the right
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, MaxCommunicator
keeps the sort order of the previously clicked column.
Ascending order
Descending order
• Add, remove, and rearrange the toolbar buttons in
MaxCommunicator by right-clicking in the button area and
choosing Customize Toolbar Buttons.
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19
Getting Started
• Sort columns in ascending or descending order by clicking
The buttons displayed in your MaxCommunicator 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 MaxCommunicator 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,
Hold, Transfer, To VM, Hangup, Redial. 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 MaxCommunicator 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
MaxCommunicator 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 MaxCommunicator when you have incoming calls.
Pop ups work when MaxCommunicator 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 64.
• 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.
Dragging and docking
When the docking arrows appear, they look like this
• 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.
20 MaxCommunicator Manual
• Make a tab a separate window independent of the
MaxCommunicator 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.
Getting Started
A tab is being dragged from an independent window
back to the tabs group.
MaxCommunicator Manual
21
22 MaxCommunicator Manual
CHAPTER 4
Handling Calls
MaxCommunicator call handling-related functions include:
• Answering calls, page 23
• Dialing out, page 24
• Placing calls on hold, page 27
• Using call waiting, page 27
• Transferring calls, page 28
• Conferencing, page 30
Handling Calls
• Recording Calls, page 41
• Using account codes, page 42
• Using voice mail, page 43
• Monitoring other extensions, page 46
• Viewing the history of calls, page 48
• Using the Contacts tab, page 49
Answering Calls
To answer a call click the word Ringing in the call’s State cell. The
state changes to Connected.
Or, click the Connect button in the toolbar.
MaxCommunicator Manual
23
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 MaxCommunicator.
• 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 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
You can click the
Dial button to open the dial pad
Searching for
“western team” by
starting to type in the
dialing field
The Call Information panel displays the state of the call:
24 MaxCommunicator Manual
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
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:
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25
Handling Calls
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.
Click the number to make the call
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 Extention
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.
26 MaxCommunicator Manual
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.
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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27
Handling Calls
Click Hold in the call’s State cell to release the hold and reconnect
the call.
The first call
goes to 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.
Transferring Calls
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.
28 MaxCommunicator 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, 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.)
Handling Calls
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.)
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29
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
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 32.)
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:
• 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.
30 MaxCommunicator Manual
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.
Handling Calls
• 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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31
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.
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:
32 MaxCommunicator Manual
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
• 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
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.
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33
Handling Calls
• Modify or delete a meeting
Arrow indicates 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.
Creating a Meeting
To create a meeting, click one of the Create buttons. The Create
Meeting dialog box opens.
34 MaxCommunicator Manual
The options in
the middle
panel change,
depending on
the frequency
you select
Handling Calls
The following parameters apply to all meetings:
Parameter
Description
ID
The conference ID is created by the system.
Scheduler
The name of the person scheduling the meeting.
Schedule
Time
The time the Create Meeting dialog box was opened to
create this meeting.
Subject
Identifies the subject or type of meeting. What you enter
here should be easily identifiable in the meeting list.
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35
Parameter
Description
Reserved
Seats
Use the Up/Down arrows or type in a number, up to 30,
to indicate the number of expected participants. If your
company’s phone system allows it, you can invite up to
120 participants.
If the conference has more than 30 members, by default
all the members are muted. The conference host can
un-mute up to 30 members concurrently.
Host
Select the extension number of the host of this meeting.
The host can start and stop the meeting and can mute
and drop meeting members.
Frequency
Select the frequency of this meeting from the drop-down
list. A “weekly” or “monthly” meeting can actually be
specified as every 2nd week/month or every 3rd week/
month, and so on.
Middle panel:
Options in the middle panel vary according to the frequency of the
meeting. See the sections below this table.
Require
Conference
Passcode
If you check this, no one can participate who does not
enter the conference passcode that you supply.
Passcode
If you are requiring a passcode, enter it here.
Announce
Participant
Name
If you want participant names announced when they
enter the meeting, check this check box.
Fill in the fields of the Create Meeting dialog box, and click OK. See
the following sections for directions on filling in the fields in the
middle panel of this dialog box.
Note: If other scheduled meetings have already reserved
resources for the time period, and sufficient resources are
not available for the meeting you are attempting to
schedule, a message pops up telling you that there is a
resource conflict.
One Time Only Meeting
If you select One Time Only from the Frequency drop-down list,
these are your options in the middle panel:
36 MaxCommunicator Manual
Specify the duration of the meeting, using the Up/Down
arrows.
2.
If the meeting is to begin as soon as it is scheduled, select
Now.
3.
If the meeting is to begin at another time, select On Date, and
enter a date and start time. To select a date, click the
Calendar button. To select a start time, click the Down arrow
and use the slide bar.
Weekly Meeting
If you select Weekly from the Frequency drop-down list, these
are your options in the middle panel:
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37
Handling Calls
1.
1.
In the Duration field, specify the duration of the meeting,
using the Up/Down arrows.
2.
In the Start field, specify the start of the meeting by clicking
the Down arrow and using the slide bar.
3.
In the Every field, specify how often this meeting is to occur:
every week, every other week, every three weeks, and so on.
4.
Check the day of the week on which this meeting will occur.
5.
In the Range of Recurrence panel, use the Calendar button to
select a date for the first meeting.
6.
Select End after x occurrences and choose the number of
times the meeting is to occur or select End by and click the
Calendar button to specify a date at which the meetings will
cease.
Monthly Meeting
If you select Monthly from the Frequency drop-down list, these
are your options in the middle panel:
1.
In the Every field, specify how often this meeting is to occur:
every month, every other month, every three months, and so
on.
2.
In the Duration field, specify the duration of the meeting,
using the Up/Down arrows.
3.
In the Start field, specify the start of the meeting by clicking
the Down arrow and using the slide bar.
38 MaxCommunicator Manual
4.
Select either On Date to specify a day of the month by
number (for example, the 10th day of the month) or select On
to specify a day of the month by name (for example, the first
Monday of the month).
5.
If you use On Date, the specified date (for example, the 10th
day of the month) may sometimes fall on a weekend day.
Check the box Hold during weekend, if the meeting will be
held even on a weekend day.
6.
In the Range of Recurrence panel, use the Calendar button to
select a date for the first meeting.
7.
Select End after x occurences and choose the number of
times the meeting is to occur or select End by and click the
Calendar button to specify a date by which the meetings will
cease.
In the MeetMe Conference window, click the Email button to see
an automatically generated meeting invitation. It will look
something like this:
In the Invitation window, you can then click the Send By Outlook
button to open Microsoft Outlook. The meeting invitation is pasted
into a new message in Outlook, and the Outlook Subject field is
filled in with “Conference Call Invitation”. Choose the people to
whom you want to send the invitation, make any edits you may
want to make, and click Send.
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Handling Calls
E-mailing a Meeting Invitation
Starting and Stopping a Meeting
The meeting host and the MaxAdministrator (“Admin”) can start
and stop a meeting.
To start a meeting if you are the host, select the meeting in the
MeetMe Conference window and choose Start. Once the meeting
is “started,” the host can log into it (see “Joining a MeetMe
Conference” on page 41).
To stop a meeting before its scheduled duration is over, select the
meeting and choose Stop. Manually stopping a meeting frees up
resources. Otherwise, the resources will not be freed until the
scheduled meeting duration is over.
What the MeetMe Conference Host Can Do
If you are the host of a MeetMe conference, in addition to starting
and stopping a meeting, you can:
• Mute/unmute other participants
Note: If the conference has more than 30 members, by
default all the members are muted. The conference
host can un-mute up to 30 members concurrently.
• Drop participants from the conference
• Make someone else the host
To do any of these, either right-click the person’s name in the
MeetMe window and choose a command from the context menu,
or use the buttons at the bottom of the MeetMe tab:
Mute
UnMute
Change Host
Drop from Conference
Note: Changing the host does not affect the Mute setting for the
original host or the new host. If the new host was muted
before the transfer of hosting duties, that host will have to
UnMute himself in order to be heard. Similarly, the
original host will still be unmuted if he was unmuted before
transferring hosting duties.
40 MaxCommunicator Manual
Continuing a Meeting Beyond Its Duration Time
When the scheduled meeting time is up, the meeting may continue
if no other scheduled meeting needs the resources. If another
meeting is scheduled and the resources are needed for that
meeting, the current meeting is terminated.
Joining a MeetMe Conference
Users calling from an extension can join a meeting by dialing the
MeetMe Conference extension number. Users calling through a
trunk must first dial the company number, then the MeetMe
extension number.
If a passcode is required, the user is prompted to enter the
passcode.
Recording Calls
The voice recording feature in MaxCommunicator allows a user to
record conversations. Recorded conversations can then be played
back through voice mail or accessed at a centralized location.
Note: Your organization must have a recording seat license for
each extension that will be recording.
Note: The voice recording feature is only available to Triton
Analog extensions and IP extensions.
WARNING! Listening in to or recording a conversation without
the consent of one or both parties may be a violation
of local, state and federal privacy laws. It is the
responsibility of the users of this feature to assure
they are in compliance with all applicable laws.
Recording on Demand
When the system administrator has set your extension to record
on demand (to a central location or to your voice mail), you can
use MaxCommunicator to initiate the recording.
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Handling Calls
Users are prompted to dial the meeting ID number. If the meeting
has not yet been started, the user hears an appropriate message
and can try again later.
To record a call—While connected to a call, click the Record
button, or right-click the call and select Start Recording from the
menu. While a call is being recorded, a round red icon appears in
the call’s Record column. If your system administrator has set the
Insert Recording Tone option for your extension, both parties
will hear a tone when the recording begins and every 15 seconds
thereafter.
To pause recording—Right-click the call and select Pause
Recording.
To end recording—Right-click the call and select Stop
Recording.
To listen to the recording—If the system is set to save the
recording as your voice mail, you can hear the recording through
the AltiGen Voice Mail System. If the recording is being saved to a
centralized location, contact the system administrator for the
location.
Note: Do not enter an account code while recording, because
doing so will disconnect the call.
Using Account Codes
If your system is set up to use account codes, you can associate
calls with specific codes for billing or tracking purposes.
Required account codes—If your extension has been configured
to require account codes for all outbound calls, the Account Code
dialog box pops up prompting you to enter an account code for
each outbound call. The dialog box may or may not contain a list
of account codes, depending on how the administrator has
configured your extension. After entering the code, click OK.
If your extension configuration allows you to override the account
code requirement, you can either enter an account code in the
field at the bottom of the dialog box or enter # to bypass the
account code altogether.
Optional account codes—You may enter an account code
without being prompted.
To associate a call in progress with an account code,
42 MaxCommunicator Manual
1.
Click the Account button.
2.
In the dialog box, select an account code if a list is displayed,
and click OK. If a list is not displayed, enter an account code
in the Enter Account Code field and click OK.
To change the account code for a call in progress, repeat the steps
above, entering the new account code to assign the call to.
Using Voice Mail
Click the Voicemail tab in the main window to see a list of your
voice mail messages.
• New voice mail messages are indicated by a white, closed
envelope and bold type.
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Handling Calls
Note: Do not enter an account code while recording; doing so
will disconnect the call.
• Heard voice mail messages are indicated by a white, open
envelope.
• New messages marked urgent are indicated by a red, closed
envelope. When you have a message marked urgent, the
MaxCommunicator icon in the Windows tray and in the
MaxCommunicator title bar becomes a red envelope, and the
Voicemail indicator in the status bar bears a red circle.
• If the message is saved, the envelope looks like this:
• A paperclip symbol on the envelope indicates an attachment—
a voice mail message forwarded from another extension.
Dealing with Voice Mail
Select the message and use the voice mail command buttons at
the bottom of the Voicemail tab, as shown in the figure below.
You can also access these commands by right-clicking a voice mail
and selecting a command from the context menu.
Listening options are configurable, as described in “General
Information” on page 51. You can listen using the sound card on
your PC or your phone. If you’re not using IPTalk, you can play
voice mail to a sound card while your phone is in the connect state.
(You cannot do this if you’re using IPTalk.)
When you listen to a new message, the envelope icon changes
from closed to open, indicating that the message has been heard,
and the type font changes from bold to regular. Also, when you
play a voicemail, MaxCommunicator shows Play VM in the Call
Control panel, and shows the play duration . (The duration does
not reflect fast forwarding or fast rewinding.)
Use the voice mail command buttons to perform the following
functions:
Rewind
Play
Stop
Return Call
Fast Forward
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Forward
Delete
Export
Save
If you click another message in the list, the current message stops
playing.
Save at Remote Server or Export Locally
You can save a message as a .wav file that you can play back later.
To do so, select the message and click either the Save button or
the Export button (or right-click the message and choose Save or
Export).
• Save saves the message automatically on a remote server in
a location designated by the system administrator. No file
saving dialog box opens.
• Export opens a file saving dialog box that lets you name the
.wav file and choose a directory in which to store it. You can
then play the .wav file on a media player.
To delete a selected message, click the Delete button, or rightclick a message and select Delete from the context menu.
Returning a Call
To return the call, select the voice mail and click the Return
button or click the number in the Number field.
Attaching a Note
To add a note to accompany a voice mail, double-click in the Note
field and type your note. Or right-click a voice mail entry and
choose Note from the pop-up menu. Type your note and click OK.
Forwarding Voice Mail
To forward a voice mail to an extension or a VM group,
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Handling Calls
Deleting Messages
1.
Select the voice mail and click the Forward button.
2.
Check the check box next to the extension to which you want
to forward the message.
If you need to search for a person by extension or name, type
the first letters of the number/name into the Search by
Number or Name box. The matching extension or name
displays in the list as you type.
Notes:
• Click on the column headings to sort the data.
• If the extension name is configured for an extension, it is
used to match the search string. If the extension name is
not configured, then the extension number is used to match
the search string for this extension.
3.
Click OK to complete the forwarding.
Monitoring the Activity of Other Extensions
If your system administrator has configured your extension for
monitoring specific other extensions, you can monitor the activity
on those other extensions or view call history.
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If you’re a manager, for example, you might monitor to determine
whether you need more resources in a busy environment. Or you
might use monitoring capability to cover calls for a co-worker,
since you can click the ringing phone icon in the monitor list and
take the co-worker’s call.
Choosing Extensions to Monitor
To choose extensions to monitor:
Click the Monitor tab, and click Select Extensions at the
bottom of the page.
2.
Select the check boxes next to the extensions you want to
monitor, and click OK. If the list is long and you want to
search, type a number or name in the appropriate search box.
Handling Calls
1.
The extensions you select will be listed in the Monitor
window.
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 above.
Reading the Monitor List
The monitor window includes these fields: State, Extension,
Name, Activity, DND/FWD, Caller Name, Number, Department,
Location, DNIS, and Duration.
Note: If you do not see an extension’s Caller Name and
Number details, your administrator may have blocked
those fields from your view.
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The state can be one of the following:
• Idle—the extension is not in use
• Connected—the extension is in use
• Ringing—the phone on the extension is ringing; you can click
the State field to pick up the call at your own extension
• Conferencing—the extension is on a conference call
• Voicemail—the extension is in voice mail
• Auto Attendant—the extension is connected to an auto
attendant
• Holding—the extension is on hold
• Hold Pending—the extension is on hold, and an action is
pending
Calling or Picking Up Calls
If a monitored extension is Idle (green dot) you can click its
Extension field to ring the extension.
If a monitored extension is Ringing (red dot), you can click its
State field to pick up the call.
Viewing the Call History
Click the History tab to view data about handled calls.
Note: Click on the column headings to sort the data.
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The History tab displays the following fields:
• Direction—indicates if the call is incoming or outgoing, or was
a missed call. Left-pointing green arrow indicates outgoing
call; right-pointing red arrow indicates incoming call. Rightpointing arrow with exclamation point indicates a missed call.
• Number—the extension or phone number on the other end of
the call. Click a number in the Number column to dial that
number.
• Name—Caller ID information, if available.
• Date/Time—the date and time of the call.
Also, the timestamp for call data is based on the client system,
while the timestamp for voice mail messages is from MAX
Communication Server. Thus, the times displayed here may
not match those in the voice mail view in the main window.
• Duration—the duration of the call.
• DNIS—DNIS digits collected, if available
• Group—Group number or name
• Note—a note attached to the call. To enter a note, doubleclick the Note field and type your note.
Use the Delete button to delete selected calls in the history list.
Use the Delete All button to delete the entire call history list.
MaxCommunicator will ask you to confirm the deletion.
Using the Contacts Tab
To populate the Contacts tab with the contacts listed in your
Outlook, Outlook Express, ACT!, or Goldmine CRM application, see
“CRM Integration” on page 66. Once the list is populated, the
numbers that appear on this tab can be called, transferred to, and
conferenced just like any other number.
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Handling Calls
When you sort on Date/Time, the calls are sorted by last
disconnected and not in the order the call was received. It is
therefore possible to have a record with an earlier timestamp
followed by a record with a later timestamp.
E-mail a contact—Click a contact’s e-mail address to open
Outlook, where you can send an e-mail to the contact.
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CHAPTER 5
Configuring MaxCommunicator
Using the MaxCommunicator Configuration window, you can
configure the following behaviors and options:
• General Info—password, default trunk access, and other
general settings.
• Call Handling—forwarding, busy call, and no-answer call
handling; call waiting; number of rings before forwarding;
automatic answering.
• One Number Access (ONA)—forwarding of specific
incoming calls.
• Message Notification—how and when you want to be
notified about incoming voice messages.
• Call Alerts—screen pops and audio beeps.
• Playing voicemail—through handset or soundcard.
• Integration—integrating with a supported CRM.
Configuration
• Display Customization—tab layout and theme selection.
• IPTalk—IPTalk settings.
• Log—enabling a log to be created for IPTalk and for this
application (MaxCommunicator) to trace errors.
Note: Some options may not be available to you.
Click the button in the upper right of the MaxCommunicator main
window to configure these options.
In the Configuration window, click Apply or OK to save your
changes:
• Apply saves your changes and lets you continue in the
Configuration window.
• OK saves your changes and closes the Configuration window.
General Information
The General Info screen lets you edit your password and
configure the following general settings for MaxCommunicator.
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You can configure these general settings:
• Default Trunk Access—The trunk access codes are defined by
the system administrator. When you get an incoming call over
multiple trunks and cannot issue a return call, the system will
automatically select the default trunk access code to place
your call.
• Enable Smart Tag
If you check this option, two things happen:
• In Internet Explorer, a dotted underline will appear under
telephone numbers. You can click the number to make the
call. The number will look like this:
• In Microsoft Office programs (Office 2003 and 2007), a
Smart Tag action icon will appear by the phone number.
From the Smart Tag’s drop-down menu, you can select Dial
By MaxClient.
Whether the call is made automatically or the number is
simply placed in the dialer box depends on how you set
Auto-Dial (see below).
The Microsoft programs in which you want to use this option
must be open when you set the option. After checking
Enable Smart Tags, you need to close and reopen Internet
52 MaxCommunicator Manual
Explorer and the Microsoft Office programs. Then you must
configure your Microsoft Office programs to display the Max
Smart Tag, as follows.
Configuring Microsoft Office Programs to Display Max
Smart Tags
In each Microsoft Office program in which you want to use this
feature, select Tools > AutoCorrect Options, and click the
Smart Tags tab. The following figure shows the AutoCorrect
dialog box in Excel.
2.
Check Label Data with Smart Tags, and check Max Smart
Tag.
3.
Click OK.
Configuration
1.
Enabling / Disabling the Max Smart Tag in Internet
Explorer
You can enable and disable the Max Smart Tag in Internet
Explorer. In IE, go to Tools > Manage Add-ons. The Manage
Add-ons dialog box opens:
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53
To enable or disable the MaxIESmartTag, select it and click the
Enable or Disable button at the bottom of this dialog box (not
shown in figure).
Select-n-Dial
Select-n-Dial lets you select a phone number from any window, for
example, Internet Explorer, Microsoft Word, Excel, Notepad, and
so on, and then press the keys you define here to dial that
number. To set up this option,
1.
Check the Select-n-Dial check box.
2.
Select a combination of keys as your shortcut: Select one key
from the drop-down list. (You can select from 0-9, A-Z, and
F1-F12.) In addition, check either Ctrl, Alt, or Shift or a
combination of these keys. For example, your shortcut might
be Ctrl+F2 or Alt+Shift+k. Make sure the shortcut you define
is not the same as a shortcut being used in any other program
you’re likely to have running.
Note: The Alt and Shift keys are not available for Select-N-Dial
in Vista or Windows 7.
3.
Click Apply.
You can use this option in conjunction with Auto-Dial, described
next.
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Enable Auto Dial
If you check this box, any phone number you dial using a Smart
Tag or the Select-n-Dial method is dialed automatically. The
phone number appears in the Number column and the state
column displays Ringing.
If this box is not checked, then a phone number selected by the
Smart Tag method or the Select-n-Dial method is displayed in the
MaxAgent dialer, and you need to click the Connect button to
make the call.
Release Link Tie (IP Trunk)
When checked, clicking the Transfer button will automatically
send “FLASH *” to release a tie trunk if the incoming call is through
an IP trunk. (Option is disabled by default.)
Important!
Before checking this check box, see your phone
system administrator. If your company is using
multiple systems and the tie trunk feature, the
administrator needs to have used Enterprise
Manager to synchronize the systems.
Otherwise this feature will not work.
Disable Auto Format
If the MAX Communication Server’s country code is US/Canada,
MaxCommunicator automatically adds the long distance/
international dialing prefix (corresponding to the server’s country
code) when returning a call from voice mail or when making a call
from the History tab. If this is not appropriate for your setup,
check Disable Auto Format.
Call Handling
Click the Call Handling tab in the Config window to configure
incoming call handling for your extension.
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Configuration
Note: The call being transferred must originate from an
AltiGen PBX system running AltiWare ACC/ACM 5.0 or
later, or MAXCS ACC/ACM 6.0 or later.
Forwarding All Calls
When you configure your MaxCommunicator to forward all calls,
the information is displayed in the status bar.
If you want to forward calls to an external number, select a trunk
access code in the drop-down list, then begin with the outside
trunk or route access digit and any long distance prefix digits such
as 1 and area code.
Note: Forwarding calls to a pager is possible but not
recommended since callers will only hear what is heard
when calling a pager and might not know to enter a return
phone number unless instructed.
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 MaxCommunicator main window.
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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 in 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 MaxCommunicator 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.
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.
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Configuration
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.
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.
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 MaxCommunicator Call Handling tab
must not conflict with ONA. Specifically:
• Enable Do Not Disturb must not be checked. If it is, when
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 55 for details on these settings.
Setting Up One Number Access
To set up one number access,
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1.
Click Extension > One Number Access in the Configuration
window.
2.
Select the times you want to be available to ONA callers.
Check a Schedule
box and choose the
times you want to be
available for ONA
from the drop-down
lists.
3.
Check the Enable Call Screening check box if you want the
system to prompt the ONA caller to record a caller name to
continue ONA.
4.
If you want, check the Verify Caller ID based on the
following check box 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.
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Configuration
If you choose Enable schedule based access, you can set
up to four different schedules in the dialog box that pops up:
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
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).
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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.
• 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.
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Configuration
You can set these notification options:
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
MaxCommunicator. You can, however, add a comment that is
displayed in your MaxCommunicator.
• Personal groups can be set up and modified in
MaxCommunicator 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.
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Creating a Personal Voicemail Group
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.
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Configuration
1.
Call Alert Options
If you want MaxCommunicator 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—Disables screen pop.
• Screen Pop—When a call comes in, the MaxCommunicator
main window opens. You can then answer the call or perform
other MaxCommunicator actions. For MaxCommunicator to
pop up, you cannot have closed the application entirely, but it
can be shrunk or minimized.
• 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:
Answer
Send to VM
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Note: When using IPTalk, the pop-up window allows you only
to answer or decline the call; it does not allow you to send
the call to voicemail:
• 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.
Voice Mail Play Options
Choose Options > Play Voicemail in the Configuration screen to
set voice mail play options.
Configuration
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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.
CRM Integration
MaxCommunicator can access phone numbers from your Microsoft
Outlook, Outlook Express, ACT!, or GoldMine® database. During
installation, the install program reads which applications you have
installed on your PC.
Configure CRM integration in the Configuration window’s
Integration screen:
Use Database Selector—Check this check box to allow
integration of your company’s CRM database with your
MaxCommunicator, then select your CRM program from the
Select current database list.
Update database when click “OK” button—When you check
this check box, MAX Communication Server refreshes the data
MaxCommunicator accesses from the database.
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Note: If you select Outlook, MAX Communication Server will load
all the subfolders and data in your main Contacts folder,
which will take a few moments. Once the data is loaded,
you can close the Configuration window, reopen it, and
click the Select Folder button that now appears to choose
which Contacts subfolders you want to use.
For Screen Pop—Check this box if you want a contact’s contact
page to pop up when you get a call from that contact.
Match Digits—Select the number of digits to match for caller ID.
Matching starts from right and moves left. This option is for calls
that go through IP and for international calls that have a digit
prepended, like 0. For example, if you choose 7 (the default) in the
Match Digits field, and the number is 10.10.10.6- 915102529712,
MaxCommunicator would match the last 7 digits, or 2529712, to
identify the caller for you.
Use Windows default credentials—Check this box to use
Windows default credentials.
Tab Layout
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Configuration
You can choose which tabs you want to display in
MaxCommunicator by right-clicking in the space to the right of the
tabs in the main window and selecting the tabs you want to show.
When no tabs are displayed in the main window, you can click
Voicemail (which displays the Voicemail tab), then right-click in
the space to the right of the Voicemail tab. Or you can configure
the tabs in the Configuration window’s Customization > Tab
Layout screen.
Check the tabs you want to display in MaxCommunicator, and click
OK.
To restore all call control buttons, tabs, and application window
sizes to the default settings, check Restore to default layout,
and click OK.
Theme Selection
Choose the display theme of your MaxCommunicator in the
Configuration window’s Customization > Theme Selection
screen.
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Select a theme and click Apply to see the change, or click OK to
accept the theme. The theme changes without restarting
MaxCommunicator.
If you’re using IPTalk, set the options in the IPTalk configuration
screen:
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Configuration
IPTalk
• Echo Suppression—Check this check box if you are
experiencing echo.
• ToS(Hex)—The ToS byte indicates the type of service. For
IPTalk, you need high priority service, and the default of “0”
set here indicates high priority service. However, if your
company router supports DSCP EF, then set this field to “A0”.
The ToS value is gateway-based. For guidance, see your
system administrator.
• 802.1—This setting is related to the priority given to voice
packets traversing your network. For guidance on setting this
value, see your system administrator.
• From the Voice Through drop-down list, choose the sound
card that will carry the incoming and outgoing voice. It could
be a sound card in your PC, or it could be a USB-based sound
card in your headset system.
• From the Ring Through drop-down list, choose the device
that will carry the incoming ring. When you’re away from your
desk, you may prefer the ring to come through your PC
speakers, rather than your headset system.
70 MaxCommunicator Manual
• SIP Transport—These settings secure the SIP signaling
messages and the RTP. SIP signaling is secured using
transport layer security (TLS). RTP or SIP-associated media is
secured using the secure RTP (SRTP) protocol. For guidance
with these settings, see your system administrator.
Log
If you want the system to keep error logs for troubleshooting,
check the appropriate box in the Log screen in the Configuration
window. Logs are stored in your \\Documents and
Settings\username\Local Settings\Application
Data\AltiGen\MaxCommunicator folder.
Configuration
The Enable IPTalk Log check box is available only if you’re using
IPTalk. The Application log is for MaxCommunicator.
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71
72 MaxCommunicator Manual
CHAPTER 6
Using MaxCall
MaxCall is intended for agents involved in marketing campaigns
and other campaigns where the same message must be delivered
over and over. Using MaxCall, you can record scripts, called
phrases. Then, when you dial a call and the other party answers,
by clicking a button you can hand the call over to the MAXCS
system, which then plays the phrase you selected. This frees your
extension to make the next call. The feature is available on the
MaxCall tab.
A MaxCall license must be assigned to your extension before you
can see the MaxCall tab.
Logging in to MaxCall
When you log in to MaxCommunicator, check the Enable MaxCall
check box.
MaxCall
When you are logged in, the MaxCall tab is available to you.
MaxCommunicator Manual
73
The MaxCall Tab
The MaxCall tab looks like the following figure.
The MaxCall tab has the following columns:
• Phrase—List of phrases, or scripts, that you have recorded.
These are stored on the MAXCS server.
• Date—The date the phrase was recorded or last modified.
• Duration—The duration of the phrase in hh:mm:ss format.
• Notes—Notes you enter about the phrase. Double-click the
Notes cell to enter notes.
The drop-down list at the bottom displays campaign names and
the transmit caller ID for each campaign.
Using a Phrase
1.
From the Campaign Transmit CID drop-down list, select the
campaign applicable to your call. If the callee’s phone displays
caller ID, his display will show the caller ID configured for this
campaign instead of the actual caller ID.
2.
Make a call.
3.
If you get the other party’s voice mail, click the Transfer to
Phrase button. MAXCS takes control of the call and plays the
selected phrase. Your phone is released so you can make
another call.
Note: Instead of selecting the phrase before making a call and
then clicking the Transfer to Phrase button, you can
double-click on a phrase after the call is connected.
74 MaxCommunicator Manual
Recording a Phrase
To record a message to add to the phrase list,
1.
Click the Add/Review Phrase button. The Add/Remove
Phrase dialog box appears.
2.
Select the Record button.
3.
Enter a name in the Phrase Name text box.
4.
Click the Record button. Your phone will ring.
5.
Answer the phone and record the message.
6.
Click the Stop button. The message is saved as a phrase on
MAXCS, and MAXCS notifies you and adds the new phrase to
the phrase list in MaxCall. The length of the phrase is added to
the Duration column.
MaxCall
Reviewing a Phrase
To review a phrase,
1.
Click the Add/Review Phrase button.
2.
Select the Review/Delete button.
3.
Select a phrase to review from the drop-down list.
4.
To delete the phrase without listening to it, click the Delete
button. You receive a confirmation message. The phrase is
deleted from MAXCS and from the MaxCall list of phrases.
5.
To review the phrase, click the Review button. Your phone
will ring.
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75
6.
Answer the phone and listen to the phrase.
7.
You can delete the phrase after listening or simply close the
dialog box.
76 MaxCommunicator Manual
APPENDIX A
Errors and Troubleshooting
The following errors may be displayed as login or connectivity
errors.
Description
Solution
MAX
Communication
Server connection
limit has been
exceeded.
No license was found
OR more than
allowed number of
MaxCommunicator
users have
attempted to log on.
Maintain the number of
MaxCommunicator license
keys or add additional
session licensing.
Cannot connect to
AltiLink. Please
check server name
or network
connection.
You are not
connected to MAX
Check the server field (IP
address or DNS name) by:
Troubleshooting
Error Message
Communication Server. 1. Pinging the network
server address OR
2. Try using the IP address
of MAX Communication Server
(if using the DNS name in
the server field).
Cannot access voice Mail box is in use by
mail list while mail
the AltiGen Voice
box in use.
Mail System and is
temporarily
unavailable.
Wait awhile, then try again.
Mail service is
unavailable. Please
check with your
administrator.
Voice mail service is Make sure voice mail
not enabled on MAX service is started.
Communication
Server.
Please register
AlpInterface.dll
(regsver32
AlpInterface.dll).
MaxCommunicator
uses this dll to
communicate with
MAX Communication
Server. It should be
registered in user
system.
Re-register this file. Type in
DOS command window,
regsver32 AlpInterface.dll
Change directory to
MaxCommunicator
directory, type regsver32
AlpInterface.dll
MaxCommunicator Manual
77
Error Message
Description
Solution
You have entered an The password is
invalid password.
incorrect.
Please try again.
Enter your extension
password.
Cannot use “IP
You tried to log in
Extension integrated with the IP extension
option without being
with IPTalk.”
assigned an IPTalk
License.
Confirm that your extension
is set up as an IP extension
with dynamic IP address
and that an IPTalk License
has been assigned.
The version of
MaxCommunicator
on your desktop is
out of date.
Upgrade MaxCommunicator
to match the current running
version of MAX
Communication Server.
The installed version
of MaxCommunicator
does not match the
version of MAX
Communication
Server on the system
server.
Troubleshooting IP Connectivity from a Remote
Location
If problems occur connecting to your company’s MAX
Communication Server from a remote location, they may be due
to a failure to connect to your ISP or due to firewalls at your office
preventing direct access to the MAX Communication Server.
As a test, you can choose Run from the Windows Start menu,
then enter
Ping <IP address> [ENTER]
where <IP address> is the MAX Communication Server system
you want to connect to. An example of the IP address format is
123.234.231.143
If you do not get a response, contact your LAN administrator for
support.
Also, check to verify that the necessary ports are open.
78 MaxCommunicator Manual
Index
Numerics
802.1
70
A
AA state 12
Account Codes 42
ACT 1, 66
all calls recorded 41
answer options 57
auto attendant 29
auto upgrade 4
auto-dialing 25
from Internet Explorer 55
from MS Office programs 55
B
broken connection 9
busy call handling 57
Busy state 12
C
call handling
configuration 55
call history 48
call holding 27
Call Pending state 12
call recording 41
call transfer 28
call waiting 27
multiple 57
calling
by auto-dial 25
using shortcut keys 25, 54
conference call 30
Conference state 12
conferencing
MeetMe 32
station 30
configuration 51
call handling 55
general 51
connected 12
contacts screen pop, configuring
Contacts tab 14
67
D
databases 1
dialing
by name 24
by number 24
speed dial 25
dialtone 12
Directory tab 14
distribution lists 62
Do Not Disturb 56
downgrade procedure 5
drop from conference 32
E
echo suppression 70
enable
live call handling 57
multiple call waiting 57
single call waiting 57
Error call state 12
error messages 77
exit 17
external databases 1
F
flash button 27
forwarding all calls 56
forwarding voice mail 45
G
general configuration
GoldMine 1, 66
Greeting tab 14
51
MaxCommunicator Manual 79
H
history logs 48
History tab 14
history window 48
hold 12
hold button 27
hold pending 12, 48
I
idle state 13
installation requirements 3
Internet Explorer
auto-dialing from 55
enabling/disabling Max Smart
Tag 53
IP connectivity, troubleshooting 78
IP extension, troubleshooting 78
IPTalk License 2
L
licenses 2, 41
Line Park tab 14
live call handling 57
logs 71
M
MaxCall
enabling 73
how to use 73
recording a phrase 75
reviewing and deleting a
phrase 75
using a phrase 74
MaxCommunicator
configuration 51
meeting
creating 34
MeetMe
creating a meeting 34
MeetMe conference 32
MeetMe tab 14
Microsoft Outlook 1, 66
minimize 17
80 MaxCommunicator Manual
Monitor tab 14
monitor window 47
monitoring 46
MS Office Smart Tag
auto-dialing from 52
configuring 52
multiple call waiting 57
N
no answer handling
57
O
ONA ring duration 60
One Number Access
password 60
One Number Access setup
58
P
pager, and forwarding 56
parking a call 14
password
One Number Access 60
phone icon 17
ping 78
Play state 13
pop-up windows 17
R
reconnecting 9
record state 13
recording calls 41
recording on demand 41
release link tie 55
remote extensions, viewing activity
of 14, 47
ring through list 70
ringback state 13
ringing 13
S
saving changes 51
screen pop 17
Select-n-Dial feature,
configuring 54
session licensing 2
shortcut keys, using to call 54
shortcut keys. using to dial 25
single call waiting 57
SIP transport settings 71
Smart Tags
configuring in Internet
Explorer 53
configuring in MaxOutlook 52
configuring in Microsoft
Office 53
speed dial list 25
Speed Dial tab 14
station conferencing 30
system requirements 3
T
TCP socket 78
ToS(Hex) 70
transfer to auto attendant 29
transferring calls to voice mail 29
troubleshooting connectivity 77
troubleshooting IP connectivity 78
U
uninstall 4
upgrade 2
V
voice mail
forwarding 45
playing 44
voice mail group 62
voice recording 41
voice through list 70
Voicemail tab 14
W
Windows tray 17
workgroup 46
MaxCommunicator Manual 81