MaxAgent Manual 6.5.8

MaxAgent™
for Lync
User Manual
MaxACD Release 6.5.8
April 2013
WARNING!
Toll fraud is committed when individuals unlawfully gain access to
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is your sole responsibility to use the security features and to establish
security practices within your company, including training, security
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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.
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Telephone: 888-AltiGen (258-4436)
Fax:
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TRADEMARKS
MaxACD, MaxACD Administrator, MaxAgent, MaxSupervisor,
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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 MaxAgent for Lync . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Operation Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CHAPTER 2
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing MaxAgent for Lync . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Uninstalling MaxAgent for Lync . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
CHAPTER 3
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Overview of the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
MaxAgent Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Toolbar Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Workgroup Status Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Call Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Tabbed Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Setting Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Logging Out or Changing Workgroups . . . . . . . . . . . . . . . . . . . . . . 11
Minimizing and Closing MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . 12
Searching in Tabbed Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Adjusting the MaxAgent or Lync Panes . . . . . . . . . . . . . . . . . . . 13
Showing or Hiding Tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Showing or Hiding Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Resizing, Rearranging, and Sorting Columns . . . . . . . . . . . . . . . 14
Showing, Hiding, or Rearranging Toolbar Buttons . . . . . . . . . . . 14
Showing Pop-ups for Incoming Calls . . . . . . . . . . . . . . . . . . . . . 15
Docking the Tabbed Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Making a Tab a Separate Window . . . . . . . . . . . . . . . . . . . . . . . 16
Agents Working Without a Desktop . . . . . . . . . . . . . . . . . . . . . . . . 16
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CHAPTER 4
Using MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Making Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Working with Workgroup Voicemail Messages . . . . . . . . . . . . . . .
Listening to Voicemail Messages . . . . . . . . . . . . . . . . . . . . . . . .
Saving or Exporting Messages . . . . . . . . . . . . . . . . . . . . . . . . . .
Attaching Notes to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . .
Monitoring Extensions/Workgroups . . . . . . . . . . . . . . . . . . . . . . . .
Choosing Workgroups to Monitor . . . . . . . . . . . . . . . . . . . . . . . .
Viewing the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Calling or Picking Up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing Workgroup Performance . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
17
17
18
19
19
20
20
20
21
22
23
24
24
24
25
25
26
26
27
28
CHAPTER 5
Configuring MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Adjusting General Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Customizing Message Notifications . . . . . . . . . . . . . . . . . . . . . . . .
Setting Alert Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Showing or Hiding Tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Logging Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
29
30
31
32
33
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35
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MaxAgent for Lync Manual
CHAPTER 1
MaxAgent for Lync is a Windows desktop application that allows
workgroup agents to manage workgroup calls from their computers. It gives
agents direct access to call handling and other functions, including the
following:
• Viewing caller data (for example, IP address, account number, credit
card number, name, and so on) sent with an incoming call
• Viewing queue data and other workgroup-related statistics, agent’s
performance, and member login/logout
• Exporting and printing workgroup queue and performance data
Call information can be stored to an internal or external CDR database for
future review and analysis.
MaxAgent for Lync integrates MaxAgent and Microsoft Lync Client and runs
them side by side, so that you can easily use the two of them together. When
you log in to MaxAgent, Lync opens too (if it isn’t already open); when you
close MaxAgent, Lync closes too.
You use MaxAgent for workgroup calls; you use Lync for instant messaging,
call transfers, conference calls, and placing calls on hold. The two
applications are synchronized for status/activity and work together in other
ways.
Operation Notes
• MaxAgent does not display personal calls
• Only single-call handing is available for the agent
• When a workgroup call is transferred, it changes to a personal call;
conference calls also become personal calls
Licensing
MaxAgent for Lync requires a MaxAgent for Lync seat license for each user.
A system administrator can verify seat licenses in MaxAdministrator by
selecting License > Client SEAT License Management from the main
menu.
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1
About MaxAgent
About MaxAgent for Lync
2
MaxAgent for Lync Manual
CHAPTER 2
Installation
Installation
The client system must meet the following minimum requirements.
• IBM/PC AT compatible system
• Microsoft .NET 3.5 or higher framework
• 2GHz CPU or above
• Windows XP SP3 or above
• 1GB available hard drive disk space
• 1GB RAM
• SVGA monitor (1024 x 768) with 256 color display, or better
• Keyboard and mouse
• MaxACD running on a server accessible to this client
• Microsoft Lync 2010 or higher version
Pre-Installation Checklist
Before installing MaxAgent for Lync, make sure the following is done:
• MaxACD server has been installed on the system server
• Microsoft Lync has been installed on the client machine
• TCP/IP is enabled on both machines
• The client is able to connect to the server on the network
• The person installing MaxAgent for Lync has local administrator rights
on the client machine
• The extension affiliated with the client machine has a MaxAgent Seat
License assigned to it
Installing MaxAgent for Lync
When the preparation steps are done, follow these steps on the client
machine:
1.
Close all Windows applications.
2.
Insert the MaxAgent for Lync CD into the CD-ROM drive.
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3.
Open the MaxAgent for Lync folder and run the Setup program in that
folder, following the installation instructions as they appear.
Alternatively, if your system administrator has loaded MaxAgent for Lync on
a shared network server, you can copy the files in the MaxAgent for Lync
folder and the Shared folder to your desktop machine and run the MaxAgent
for Lync Setup program.
Uninstalling MaxAgent for Lync
1.
From the Windows Start menu, choose Control Panel > Add/Remove
Programs > MaxAgent for Lync.
2.
Click Remove and follow the instructions.
Automatic Upgrade
Each time you start MaxAgent for Microsoft Lync, a comparison is made
with the version of MaxACD that is running on the server. If your version of
MaxAgent is out-of-date, you are prompted to upgrade. If you automatically
upgrade, the MaxAgent startup is terminated and a software upgrade
session is started. Restart MaxAgent to run the newer version.
Note:
4
For remote MaxAgent users outside the firewall, TCP port 10050
must be open to allow an automatic upgrade. Also, performing an
automatic upgrade over the Internet requires the sending of 15 MB
files over the WAN, so it may take some time to complete the
process.
MaxAgent for Lync Manual
CHAPTER 3
Getting Started
This section covers the following general topics:
• Logging In
• Overview of the Main Window
Getting Started
• Logging Out or Changing Workgroups
• Searching in Tabbed Windows
• Customizing the Display
Logging In
1.
Start MaxAgent from Start > All Programs > MaxAgent for Lync.
2.
If Microsoft Lync isn’t already running, you will see a message:
“Microsoft Lync is starting, please wait...”. When Lync is running, you
can sign into MaxAgent.
3.
If this is your first time logging into MaxACD, 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 IT administrator.
(Subsequently, when you log in, you will see the IP address in the
Server Name field. You may use the drop-down list to select a different
server.)
4.
Enter your extension number and your password.
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5
If you want to store your password and have it entered automatically the
next time, check Always save password.
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 administrator).
5.
Click Sign In.
6.
Select the workgroups you want to log into. You can log into eight
workgroups simultaneously.
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MaxAgent for Lync Manual
7.
If the administrator has allowed you to change your outbound
workgroup, you may do so. (Your outbound calls are logged to the
workgroup specified in Outbound Workgroup.)
8.
Click OK.
If your version of MaxAgent doesn’t match the version of MaxACD on the
system server, you are prompted to upgrade when you try to log in. (See
Automatic Upgrade for more details.)
When you have new voicemail messages, the icon changes to indicate that
you have messages.
Reconnecting
When a connection with the phone server is broken, a message asks if you
want to connect again. Click Yes to restore the connection.
Logging In Remotely
You can use MaxAgent for Lync from a remote location if MaxAgent is
installed on your remote computer. VPN or port forwarding for MaxAgent for
Lync is required.
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.
Click OK.
Overview of the Main Window
Once you log in, MaxAgent and Lync appear in the same window side by
side, MaxAgent on the left and Lync on the right.
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7
Getting Started
After you log in, the MaxAgent for Lync icon shows in the Windows tray,
which is usually at the bottom corner of your screen.
MaxAgent Panel
Status bar
Toolbar
Call Information appears here
Other details appear here
MaxAgent provides tools to manage and monitor calls, and is your window
into your workgroup environment.
Status Bar
From the status bar, you can do the following:
• See when the agent is in wrap-up mode (you have transferred the call,
sent it to voicemail, or hung up):
• Toggle your status between Ready and Not Ready
8
MaxAgent for Lync Manual
.
• See the number of new workgroup voicemail messages (the total for all
workgroups you are currently logged into).
• Configure MaxAgent
• Open help
(see Configuring MaxAgent).
.
The Toolbar buttons let you begin recording, log in to other workgroups, or
log out of a workgroup.
You can choose which buttons to display, and the order in which you want
them to appear; see Customizing the Display for details.
Workgroup Status Panel
The Workgroup Status pane shows you the real-time status of each
workgroup you’re a member of.
Information includes:
• WG Number – The workgroup number
• WG Name – The workgroup name
• Login/Out – Whether you are currently logged in or logged out
• CIQ – The current number of calls in the queue
• CIQ > SLT – The number of calls in queue greater than the service level
• Longest QT – The longest queue time
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Getting Started
Toolbar Buttons
• New VM – New voicemail messages
• Logged In – The number of agents logged in to each group
• Busy – The number of agents who are busy
• Unavailable – The number of agents who are not available
• Idle – The number of agents who are idle
• Service Level % – The percentage of calls that exceed threshold
Call Information Panel
The call information panel shows several columns of information about calls:
Record – This appears when a call is being recorded
State – The state of the active call:
• Busy – The callee is busy or not available
• Call Pending – The call is placed into a workgroup queue
• Connected – The call is connected
• Dial Tone – A dial tone is present, and MaxAgent is ready to dial out
• Error – Receipt of an error tone
• Hold Pending – The call is on hold
• Ringback – The caller sees this state while the callee’s phone is ringing
• 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 – The duration of the call
User Data – The data entered by an agent and carried with a trunk call
IVR Data – This field is filled by the IVR
You can right-click a call to access a context menu for that call. Then select
from commands available for that call.
Tabbed Pages
Various tabbed pages are available on the bottom half of the MaxAgent
screen.
10 MaxAgent for Lync Manual
Performance – The performance (since midnight) for each workgroup
you’re logged into. Includes direct calls and workgroup calls. See Viewing
Workgroup Performance for details.
WG Voicemail – A log of unopened and opened voicemail messages left at
the workgroup extensions. See Working with Workgroup Voicemail
Messages for details.
History – A history of your incoming, outgoing, and missed calls. See
Viewing the Call History.
Line Park – A list of calls parked for line park groups that you are a member
of. You can pick up a parked call from the LinePark tab.
Monitor – A list of extensions you have chosen to monitor. See Monitoring
Extensions/Workgroups.
Setting Availability
Set your Do Not Disturb/Availability status in Lync, and it is synchronized
with MaxAgent. When you set your availability to Do Not Disturb, your
incoming calls will go directly to voicemail without ringing your phone.
The Ready/Not Ready button is a toggle; click it to toggle between
the two states.
• Ready – Workgroup calls can be sent to your extension
• Not Ready – Workgroup calls won’t be sent to your extension
Logging Out or Changing Workgroups
You can log out of a workgroup or change the workgroups you’re logged
into:
1.
Click Login/out to open the Workgroup Login window.
2.
Clear the check boxes next to the workgroups you’re logging out from.
3.
If logout reason codes are required in your system, select one in the list.
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Getting Started
Queue – A list of calls in the queue. You can pick up a call from queue if the
system administrator has allowed it for your extension. See Viewing Queues
for details.
4.
If you want to log into other workgroups, select their check boxes. Click
OK.
Minimizing and Closing MaxAgent
Minimize – To minimize MaxAgent for Lync, click the Minimize button
in the top corner of the screen. MaxAgent shrinks to an icon on the
Task bar.
Exit – Click the
button at the top right of the MaxAgent window. Both
MaxAgent and Lync close.
Searching in Tabbed Windows
Searching is available in these tabs: History and WG Voicemail.
To search,
1.
In the Search in field, select the column you want to search in.
2.
Position the cursor in the field beside the magnifying glass, and type
what you’re looking for. The search begins as you type, and the list
narrows to records that match what you have typed.
3.
When you begin a new search, the information that was displayed on
the tab reappears. Or you can clear the field beside the magnifying
glass or make another selection in the Search in field, and you’ll see all
the information on the tab.
Customizing the Display
You can customize many aspects of the MaxAgent display:
• Adjusting the MaxAgent or Lync Panes
• Showing or Hiding Tabs
12 MaxAgent for Lync Manual
• Showing or Hiding Columns
• Resizing, Rearranging, and Sorting Columns
• Showing, Hiding, or Rearranging Toolbar Buttons
• Docking the Tabbed Pages
• Making a Tab a Separate Window
Adjusting the MaxAgent or Lync Panes
You can adjust MaxAgent and
Lync window sizes.
Showing or Hiding Tabs
To specify the tabs you want to display, right-click to the right of the tab bar.
A list opens:
Check the tabs you want to display; clear the tabs you want to hide.
Showing or Hiding Columns
To specify the columns you want to see, right-click a column heading and
check or clear the names in the list. Checked columns will be displayed.
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Getting Started
To adjust the space given to MaxAgent or Lync, position the cursor between
them until you see a double arrow, then drag left or right.
Resizing, Rearranging, and Sorting Columns
To resize columns, position the cursor on a column divider in the header
area until it changes to a double arrow. Then drag to resize the column.
To rearrange columns, click and drag a column name to the location you
want.
Moving the Record column to the right
To sort columns in ascending or descending order, click the column
heading. An ascending (first to last) or descending (last to first) arrow
appears. Click the column heading again to sort in the reverse order. If you
click a column heading, and all the data in that column is the same,
MaxAgent keeps the sort order of the previously clicked column.
Ascending order
Descending order
Showing, Hiding, or Rearranging Toolbar Buttons
To add, remove, and rearrange the toolbar buttons, right-click in the button
area and choose Customize Toolbar Buttons.
14 MaxAgent for Lync Manual
The list on the right shows the buttons
that currently appear on the toolbar.
Getting Started
To remove a toolbar button, select it and click Remove. To add a button,
select a button from the list on the left and click Add. To rearrange buttons,
select a button in the list on the right and click the Up button or Down button,
until the toolbar button is where you want it. Then click OK.
Showing Pop-ups for Incoming Calls
You can have a pop-up window open when you have incoming calls. Pop
ups work when MaxAgent for Lync is minimized but not when you have
closed the application. See Setting Alert Preferences for instructions.
Docking the Tabbed Pages
To drag and dock the set of tabbed pages, left-click and hold on the dotted
lines above the tabs until a docking arrows appears. Drag to the arrow that
indicates the side where you want the pages to dock. The pages will be
docked at the side you selected.
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15
Dragging and docking tabs
When the docking arrows appear, they look like this
To drag and dock one tab, left-click and hold the tab’s title until a docking
arrows appear. Drag to the arrow that indicates the side where you want the
tab to dock.
Making a Tab a Separate Window
To make a tab a separate window (independent of the MaxAgent main
window), double-click the tab’s title. 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
dotted lines above the tabs area.
Agents Working Without a Desktop
Workgroup agents who don’t have a desktop to run MaxAgent can use “Agent
Extension Dial Tone” to handle most agent operations.
The MaxACD server provides a special number for this; any call routed to this
number from Lync through a Sip-Tie Trunk will be regarded as a feature code
request call. Once the call is connected, you will hear a dial tone; at that point,
enter a feature code (for example, #54 or #56) to perform an operation.
16 MaxAgent for Lync Manual
CHAPTER 4
Using MaxAgent
MaxAgent call handling-related functions include:
• Answering Calls
• Making Calls
• Placing Calls on Hold
• Transferring Calls
• Making Conference Calls
• Recording Calls
Using MaxAgent
• Using Account Codes
Other call functions:
• Working with Workgroup Voicemail Messages
• Monitoring Extensions/Workgroups
• Viewing the Call History
• Viewing Workgroup Performance
• Viewing Queues
Answering Calls
To answer a call, click Accept in the Lync pop-up.
Click Accept to answer a call
Making Calls
To make a call, use Lync. You can enter a number directly into the field, or
choose the contact and then click Call.
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Click here in the Lync pane
and type the number...
...or click the
contact and click
the Call icon
Placing Calls on Hold
To place an active call on hold, click the Hold icon in the pop-up. The state
of the call changes to a hold state and you will hear the dial tone. You may
also hear “hold” music.
Click here to place the call on hold
To reconnect, click Resume Call.
18 MaxAgent for Lync Manual
Click here to resume the call
Note:
While you have a call on hold, no other workgroup calls will ring
your extension.
Transferring Calls
1.
Click the Lync Transfer button.
2.
From the menu, do one of the following:
• Choose one of your numbers
• Select Another Person or Number or Current Conversations, then
click the appropriate party.
Click here to transfer the call
Choose a number, or click a command
to select the right extension
Note:
Lync may not show the originating Caller ID for transferred PTSN
calls.
Forwarding Calls
If you are using MaxAgent Lync in a workgroup, we recommend that you do
not set call forwarding in Lync.
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19
Using MaxAgent
To transfer a call to another extension,
Making Conference Calls
To initiate a conference call,
1.
Click the Lync Conference button.
Click here to start a conference call
2.
From the menu, choose either Show Participant List or Invite by
Name or Phone Number.
3.
Choose the participant and click OK. Repeat to add more participants.
Recording Calls
The voice recording feature in MaxAgent lets you record conversations.
Recorded conversations can then be played back through voicemail or
accessed at a centralized location. Personal-call conversations cannot be
recorded.
!
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. or busy call handling.
Recording on Demand
When the system administrator has set your extension to record on demand
(to a central location or to your voicemail), you can use MaxAgent to initiate
the recording.
• To record a call – While connected to a call, click Record 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 set the Insert Recording
20 MaxAgent for Lync Manual
Tone option for your extension, both you and the caller 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 voicemail, you can hear the recording through the AltiGen
Voicemail 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
Note:
You can only enter account codes if MaxAgent is running.
Required account codes – If your extension was configured to require
account codes for outbound calls, you are prompted you to enter a code for
each outbound call. The dialog box may contain a list of account codes,
depending on how the administrator has configured your extension. After
entering the code, click OK.
If your extension was granted permissino to override the account code
requirement, you can either enter an account code in the field at the top 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,
1.
Click the Account button or right-click the number and choose
Account Code from the menu.
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Using MaxAgent
If your system is set up to use account codes, you can associate calls with
specific codes for billing or tracking purposes.
2.
If a list opens, select an account code and click OK. If a list does not
open, enter a code in the field and click OK.
Note: Do not enter an account code while recording; doing so will
disconnect the call.
To change the account code for a call in progress, repeat the steps above,
entering the new account code.
Working with Workgroup Voicemail Messages
If your workgroup is configured to see the workgroup’s voicemail, click the
WG Voicemail tab to check the workgroup voicemail.
• The number of new workgroup voicemail messages appears in an icon
on the status bar. This number reflects the total number of new
messages from all workgroups you are currently logged into.
• New voicemail messages are indicated by a white, closed envelope
and bold type.
22 MaxAgent for Lync Manual
• Heard voicemail 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 MaxAgent icon in the
Windows tray and in the MaxAgent 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:
.
Listening to Voicemail Messages
Listening options are configurable, as described in Adjusting General
Settings. You can listen using the sound card on your computer or using
your phone. You can play messages to a sound card while your phone is in
the connect state.
Rewind
Play
Stop
Return Call
Fast Forward
Save
Delete
Export
• Rewind – Rewinds the message to the beginning
• Play – Plays the selected message
• Stop – Stops playback of the message
• Fast Forward – Advances quickly through the message
• Return Call – Calls the number from which this call was placed
Note: Note: If an agent left a voicemail message for a workgroup but
was not logged into any workgroup when he or she left the
message, then you cannot use the Return Call feature to call
that agent back.
• Delete – Deletes the selected message
• Save – Saves the message on a server; see the section Saving or
Exporting Messages
• Export – Exports the message as a .WAV file to the folder you specify;
see the section Saving or Exporting Messages
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Using MaxAgent
When you listen to a new message, the envelope icon changes from closed
to open, indicating that the message has been heard.
Note:
The Lync Hold feature is not supported when playing a voicemail
message.
Saving or Exporting Messages
You can save a message as a .wav file that you can play back later. To do
so, select it and click either the Save button or the Export button (or rightclick the message and choose Save or Export).
• Save – Saves the message automatically on a remote server in a
location designated by the system administrator. You cannot specify
where to store the file.
• Export – Opens a dialog box where you can name the .wav file and
choose a directory in which to store it. You can then play the .wav file
on a media player.
Attaching Notes to Messages
To add a note to accompany a message, double-click in the Note field, type
your note, and click OK.
Monitoring Extensions/Workgroups
If the administrator configured your extension for monitoring, you can
monitor the activity on the other extensions in your workgroup, view call
history, view workgroup statistics, and view calls in queue.
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.
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Choosing Workgroups to Monitor
To choose workgroups to monitor:
Click the Monitor tab, and click the Select Extensions button
at
the bottom of the page. Extensions and workgroups to which your
administrator has given you monitoring rights appear.
2.
Select the extensions or workgroups you want to monitor, and then click
OK. If the list is long, you can search for entries.
The extensions you select will be listed in the Monitor window.
Viewing the Monitor List
The monitor window includes these fields:
•
State – The state can be one of the following:
• Idle – The extension is not in use
• Connected – The extension is in use
• Ringing – The phone is ringing; you can click the State field to pick
up the call at your own extension
• Hold Pending – The extension is on hold
•
Extension – The extension being monitored
•
Caller Name – The name of the caller, from the Caller ID (if available)
•
Number – The phone number of the caller
•
Department – If the caller is an internal extension, this shows the
department associated with that extension
•
DNIS – The DNIS digits collected, if available
•
Duration – The current duration of the call
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Using MaxAgent
1.
Calling or Picking Up Calls
When viewing the Monitor list, 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 workgroup calls. (Personal
calls are not recorded in the History tab.)
Note:
Click on the column headings to sort the data.
Information includes:
• Direction – Indicates if the call is incoming or outgoing, or was a
missed call. Left-pointing arrow indicates outgoing call; right-pointing
arrow indicates incoming call. Right-pointing 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 – The caller ID information, if available.
• Date/Time – The date and time of the call.
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.
Also, the timestamp for call data is based on the client system, while the
timestamp for voicemail messages is from the MaxACD server. Thus,
the times displayed here may not match those in the voicemail view in
the main window.
• Duration – The duration of the call.
26 MaxAgent for Lync Manual
Note: When an agent parks an incoming PSTN call, the call duration
shown for that call (in the History tab) may be a few seconds
longer than anticipated.
• DNIS – The DNIS digits collected, if available.
• Group – The group number or name.
• Note – A note attached to the call. If you entered a note in the User
Data field of the call, it appears here. To enter a note on the History
tab,double-click the Note field and type your note.
Click the Delete button to delete selected calls in the history list. Click the
Delete All button to delete the entire call history list.
Viewing Workgroup Performance
If you have been removed from a workgroup by the administrator, all your
statistics related to that workgroup will also be removed from the
Performance tab. The statistics on this tab are cleared if the system is
reset.
Much of the data reported here is also reported in the Supervisor’s view of
group statistics and is further discussed in “Viewing Group Statistics” in the
MaxSupervisor Manual.
Click Export to export the statistics as a .csv (comma-separated values) file.
Click the Print button to print the statistics.
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Using MaxAgent
Click the Performance tab to view statistics on workgroup calls and direct
calls. The data is collected from midnight.
Viewing Queues
Click the Queue tab to view the calls in queue for the monitored workgroups.
You can export the data to a .csv file (click Export), and you can print the
data as a Queue Report (click Print).
Information includes:
• ID – The Call ID in the queue of one workgroup. The ID is unique within
a workgroup, but may be repeated in all workgroups.
• Group – The workgroup name or workgroup number.
• Queue Time – The duration of the call in queue.
• Priority Queue Time – The duration the call has been in queue at the
current priority level. Priority queue time is reset to 0 when the call’s
priority is promoted to a higher level.
• Caller ID – The caller ID of the call in the queue.
• Caller Name (if available) – The name of the caller for that call.
• DNIS – The DNIS digits for the call in the queue.
• Priority – The priority level assigned to the call.
• SKLR – The skill level required.
• Type – The type of call; usually a voice call.
Picking Up Calls from Queue
To pick up a call from a workgroup queue, click on the queued call and click
the Pickup Call icon
.
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CHAPTER 5
Configuring MaxAgent
Using the MaxAgent Configuration window, you can configure the following
behaviors and options:
• General Info – Password, default trunk access, and other general
settings; see Adjusting General Settings
• Message Notification – How and when you want to be notified about
incoming voice messages; see Customizing Message Notifications
• Alerts – Screen pops and audio beeps; see Setting Alert Preferences
• Tab Layout – The tabs you want to display; see Showing or Hiding
Tabs
• Log – Enabling a log to be created for this application (MaxAgent for
Lync) to trace errors; see Logging Errors
Note:
Some options may not be available to you.
Click the button in the upper right of the MaxAgent main window to configure
these options.
In the Configuration window, click Apply or OK to save your changes:
• Apply – Saves your changes; you remain in Configuration window
• OK – Saves your changes and closes the Configuration window
In the Configuration window, click Extension > General Info to edit your
password and configure the following general settings for MaxAgent.
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Configuration
Adjusting 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.
• Disable Agent Not-Ready Notification – Disables the pop-up that
indicates that your status is now “Not Ready.”
Customizing Message Notifications
You can specify how and when you’d like to be alerted to new messages
when you’re away from your desk. In the Configuration window, click
Extension > Message Notification.
You can set these notification options:
30 MaxAgent for Lync Manual
• The types of messages about which you want to be alerted: none,
urgent voice messages only, or all voice messages.
• Schedule – Select a time range during which you want to get alerts.
• How and where to notify you – If you want to use the phone or pager
option to an outside number, use the drop-down list to select the trunk
access code and then type in the number.
Extension – Send notification to another MaxACD extension.
Custom App – Send notification to an SDK-based application.
Note:
You can also configure Message Notification through the AltiGen
Voicemail system.
Setting Alert Preferences
To set call notification options, use the Configuration window’s Options >
Alert screen.
Configuration
Alert Type
• Disable – Disable the screen pop alert.
• Screen Pop – When a new call comes in while MaxAgent is minimized
on the taskbar, the MaxAgent window pops up. You can then answer
the call or perform other actions. For MaxAgent to pop up, you cannot
have closed the application entirely.
• Audio Beep – You hear a beep you when you have a call.
• Auto Close – The pop up window closes after you end the call.
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Queue Alert Options
• Screen Pop – When a new call enters the queue, the MaxAgent window pops up.
• Audio Beep – You hear a beep you when you have a call.
• Auto Close – The pop up window closes after you end the call.
• Waiting time longer than – A window pops up when a call has been
waiting in queue longer than the time you specify here.
• Calls in queue exceed – A window pops up when the number of calls
in queue exceeds the number you specify here. You must close the
window manually.
The window shows the “exceeds” alert only when the threshold is first
crossed. For example, if you set the threshold at 3, the window pops
up only when the CIQ count changes from 3 to 4; it will not open again
if the CIQ count increases further.
Showing or Hiding Tabs
You can choose which tabs you want to display in MaxAgent by rightclicking in the space to the right of the tabs in the main window and selecting
the tabs you want to show.
You can aslo configure the tabs in the Configuration window’s
Customization > Tab Layout screen.
Check the tabs you want to display in MaxAgent, 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.
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Logging Errors
If you want the system to keep an error log for troubleshooting, in the
Configuration window check the Enable Application Log check box. The
log is stored in your \\Documents and Settings\username\Application
Data\AltiGen\MaxAgent Lync Edition folder.
Configuration
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34 MaxAgent for Lync Manual
Index
A
H
Account codes 21
auto upgrade 4
history logs 26
history window 26
hold 10
hold button 18
hold pending 26
B
Busy state
10
I
C
call forwarding, and workgroup
logout 17
call history 26
call holding 18
Call Pending state 10
calling 17
using shortcut keys 30
calls
forwarding 19
transferring 19
conference call 20
Conference state 10
configuration
general 29
connected 10
D
idle state 10
installation requirements 3
L
licenses required 1
logs 33
M
monitor window 25
monitoring 24
monitoring extensions
P
pick up call from queue
pickup button 28
dialtone 10
R
E
recording calls 20
ringback state 10
ringing 10
Error call state
10
28
S
F
forwarding calls in Lync
G
general configuration
24
29
19
saving changes 29
shortcut keys, using to call
SIP Hold state 10
system requirements 3
30
T
transferring calls
19
MaxAgent for Lync Manual 35
U
uninstall
4
V
voicemail messages 23
W
workgroup 24
workgroup status 9
36 MaxAgent for Lync Manual