Extension User Guide for MAX Communication Server (MAXCS) August, 2011
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.
Contents Phone Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Quick Access to Greeting Menu, Password Menu . . . . . . . . . . . . 1 Making Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Call Management . . . . . . . . . . . . . . . . . . . . . .
AltiGen Voice Mail System Quick Features . . . . . . . . . . . . . . . Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroup Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroup Supervisor Features. . . . . . . . . . . . . . . . . . . . . . . . . Other Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Using Reminder Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Feature Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Using Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Log On/Off IP Extension (Dynamic IP Addressing Only). . .
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Phone Feature Codes ## . . . . . . . . . . . . . . . . . Log in to voice mail at your own station ### . . . . . . . . . . . Log in to voice mail at another station Quick Access to Greeting Menu, Password Menu #11 . . . . . . . . . . . . . . . . . . . . . . Greeting Menu #28 . . . . . . . . . . . . . . . . . . . . . . Password Menu Making Calls #34 . . . . . . . . . . . . . . . . . . . . . . #35 . . . . . . . . . . . . . . . . . . . . . . #69 . . . . . . . . . . . . . . . . . . . . . .
Call Management #26 . . . . . . . . . . . . . . . . . . . . . . .Station Log Out #27 . . . . . . . . . . . . . . . . . . . . . . .Station Log In #32 . . . . . . . . . . . . .Enter Account Code (before dialing) FLASH #32 . . . . . .Enter Account Code (mid-call) #33 . . . . . . . . . . . . . . . . . . . . . . .Do Not Disturb #36 . . . . . . . . . . . . . . . . . . . . . . .Call Forwarding #37 . . . . . . . . . . . . . . . . . . . . . . .Remote Call Forwarding Other Features #12 . . . .
CHAPTER 1 MAXCS Telephone Functions Note: This guide refers to the FLASH button on the telephone device. The flash function is the off-hook flash used, for example, to take the other call in a simple call-waiting situation. Some telephones may provide a LINK or similar button that provides the same function. Basic Functions Making Calls • To make an internal call to another extension, lift the handset off-hook, wait for a dial tone and dial the extension number.
Putting a Call on Hold While connected to a call, do one of the following: • Press the FLASH button to play music on hold (if the system is configured to play music on hold) and do not hang up. Hanging up will disconnect the call. To reconnect to the call, press the FLASH button again. • Press the HOLD button. Nothing is heard by the other party when placed on hold this way. Hanging up here will not disconnect the call. To reconnect to the call, press the HOLD button again.
3. Once you place the handset back on-hook, the trunk line also drops and Centrex completes the transfer. Transferring Calls into the AltiGen Voice Mail System To send an outside call into the AltiGen Voice Mail system, press FLASH # 4 0. To transfer a call directly into a user’s voice mail, press FLASH ## and the user’s extension number. When you transfer a call this way, you do not need to set the user’s station on Do-Not-Disturb or wait for the phone to finish ringing.
The user who initiates the conference call can select another conference member and drop that member from the conference simply by disconnecting the call. This must be done through MaxCommunicator/ MaxAgent. The feature is unavailable to other conference members, even when the initiator hangs up. Single Call Waiting or Multiple Call Waiting must be set for the extension. To conference an incoming call: 1. User hears a call waiting tone. 1. Press FLASH to connect to the incoming call. 2.
2. To pick up the parked call, press # 31 followed by the extension number of the station where the call is parked. Note: If the user does not answer the call when it rings after the twominute hold time, the call will be put on hold again. If this call is still on hold after two minutes, the system will ring the user again. System Call Park and Silent System Call Park You can enable the Silent System Call Park feature by pressing #73 on your telephone keypad.
To answer the call: 1. Press FLASH to put the first call on hold and simultaneously connect to the waiting call. 2. Press FLASH again to return to the first call.
1. To park or transfer a call before answering the next call, press the Link or FLASH key and do one of the following: • To transfer the call, enter the extension or phone number and hang up. • To park the call using Personal Call Park, press # 31, enter an extension number only if you want to park the call at an extension other than your own, and then hang up (see “Call Park” on page 6). 2. Answer the next call in queue; it will ring after you disconnect the previous call.
1. Dial the IP trunk access code (for example, 8). 2. Dial the destination ID (for example, 1), if applicable. Calling a Remote Number (Hop Off Dialing) If a remote MAXCS system is configured to allow Hop Off dialing—using a remote trunk to place an outgoing call—you can do that as follows: 1. Dial IP trunk access code (for example, 8). 2. Dial the remote system ID digit (for example, 3). 3. Dial the trunk/route access code of the PSTN trunk in the remote system (for example, 9). 4.
• Multi-Location Conferencing • Call Park • Call Waiting • Call Forwarding • Automatic Call Distribution Telephone Features • Auto Attendant • System CallBack over IP Trunk • Calling Out from Voice Mail • Zoomerang—allows the caller to leave a different extension number as the callback number. If the callback number of a call from another MAXCS system is available and automatically captured, the MAXCS system only announces the extension number but connects to the correct remote MAXCS system.
1. Lift the handset off-hook and wait for the dial tone. 2. Dial the keys indicated in the “Dial” column. 3. Follow the instructions in the “Description” column. Answering Calls Feature Dial Description Individual Call Pickup #29 / Connects to the local set with extension . Or, picks up ringing extension’s call when entering a workgroup . Note: For workgroup calls, only a workgroup agent can pick up the call.
System Call Park FLASH #41 Park a call at a public “location” station by entering FLASH #41. The system announces where the call is parked (a location number). Calls parked by a user will ring that user’s extension upon time-out after 2 minutes.
AltiGen Voice Mail System Quick Features The following voice messaging features are accessible in the same way as telephone features, without having to log in to the AltiGen Voice Mail System. Feature Dial Description Greeting Menu # 11 Follow the system prompts to change your greeting. Password Menu # 28 Follow the system prompts to change your password.
Call Management Feature Diala Description Deactivates or shuts off your extension, forwarding all calls to voice mail. This feature can be used to move your extension from your phone set to another phone set in the office. Station Log In #27 Reactivates your extension at your original phone set or another one. If you log in at a location already occupied by another extension, you can activate the extension using only #27.
Remote Call Forwarding #37 When you’re on a telephone station other than your own, forwards your calls to the current station. Multiple users can forward to the same extension. Deactivate it by pressing #37 again on the same phone set. a = extension num.; = 2-digit num.; location num.
Workgroup Supervisor Features2 Diala Description Workgroup Silent Monitor #59 + + + 1 Listen to incoming or outgoing calls in the specified workgroup. Workgroup Barge-in #59 + + + 2 Intervene in a conversation between an agent and a caller or callee. Workgroup Coach #59 + + + 3 Coach an agent without the other party hearing you.
Overhead Paging #44 If available on your system, connects to the overhead broadcast device. Speak into the handset and hang up when finished. Overhead Paging by Trunk #45 If available on your system, directs a call to a particular trunk with a paging ID broadcast. Allows broadcasting through a trunk without checking call progress.
Checking the General Mailbox The System Administrator may set up a General Mailbox where callers can leave messages if they do not know who to speak with or when the Operator is unavailable. This mailbox works like any other voice mailbox and has an extension number and password. Be sure to check this mailbox frequently and forward messages to the appropriate person as soon as possible.
Using a Mobile Extension This section describes how to use a mobile extension (MobileExt) with MAXCS. Using a MobileExt is similar to using an AltiGen stationery phone. You can transfer a call, put it on hold, and you can conference. And you can use MaxCommunicator/MaxAgent to handle your MobileExt phone calls.
• You hear a special tone when you answer the call, and then you are connected with the caller. • You hear the phrase “To accept this call, please press any digit.” You must press any key within 3 seconds to connect the call; otherwise it will time out and the call will be treated as an agent/extension RNA and will be routed according to its workgroup/extension setting. While connected to a call, you can press the * key to put the caller on hold.
Transferring Calls to an Auto Attendant To transfer a call to the Auto Attendant, press * # 15 and the Auto Attendant number. For example, if 001 is the initial greeting to which you want to send the user, press * # 15001. Conference Calls You can place conference calls that include up to 5 parties, and you can speak privately with each party before adding them to the conference call. To conference an outgoing call: 1. Press the * key. 2. At the dial tone, dial the next party’s phone number. 3.
CHAPTER 2 Using the AltiGen Voice Mail System This chapter describes the features and functions in the AltiGen Voice Mail System. The AltiGen Voice Mail System includes basic voice mail functions and more sophisticated features such as an interface with e-mail. The AltiGen Voice Mail System voice prompts provide instructions and options for all functions. From any menu, press 0 to repeat your options or * to return to the previous menu. Feature Tips Logging In To log in for the first time: 1.
To log in from another station or as a virtual extension: Press ###, followed by your extension number, followed by your password. Remote Login For remote login from outside the office: Dial your company phone number and during the Auto Attendant greeting, press #, then your extension number, then your password. For standard remote login: The Auto Attendant must be configured.
Transfer to AltiGen Voice Mail System If the Auto Attendant is not active when you want to log in from a remote phone, you must have the operator or any other internal user transfer you into the AltiGen Voice Mail System. There are two ways to transfer users into the AltiGen Voice Mail System: • Normally, anyone in the office is able to send an outside user into the AltiGen Voice Mail System by pressing FLASH #40 while connected to the user.
5. Access Private Messaging Options 6. Phrase Management (system manager extension only) 7. Access Microsoft Exchange Unified Messaging (when system is integrated through bridged access to Exchange 2007 server) 8. Review Mixed-Media Messages 9. Transfer Out of Voice Mail (for remote access to AltiGen Voice Mail System only) # Make a Call Listening to Messages If there are new messages in your voice mail box, the dial tone changes from a constant tone to a broken tone.
The sender’s caller ID information is automatically captured by the MAXCS system if the caller is an internal user or an outside caller who has either a publicly listed number or has entered their callback number in the delivery options menu after leaving the message. But if the caller ID is not available, you can still use the Zoomerang feature by manually dialing the number. When using Zoomerang with Cellular or PCS phones, see the discussion in the next subsection.
• 02 followed by a system Distribution List number to send a message to a system distribution list. System distributions are set up by the system administrator. 4. After selecting the destination, press one of the following: • # to send immediately • 1 for delivery options, then 1 for urgent delivery, or 2 for future delivery. Urgent messages are placed at the beginning in the queue of new messages to be heard, before other non-urgent messages. • 2 to re-enter a destination as in step 3.
• Call Forwarding • Feature Tips • Distribution Lists • Log on/off IP Extension • ONA Options Recording Greetings At the Personal Options menu, press 1 for the Personal Greetings options, then press… • 1 to access your Personal Greeting options. Note: Greetings here correspond to Activity Code Configuration defined in the MaxAdministrator. — Record your greeting and press # when finished. Example: “Hi, this is Mary Smith. I am unable to answer your call at this time.
Callers will hear the Initial Greeting when placed in your personal queue. Example: “Hi, this is Mary Smith. I’m on the other line at the moment. If you would like to hold, please stay on the line. To leave a message, press pound (#) at any time. Press 0 for the operator.”* The system default Initial Greeting is: “ is on the phone and will be with you as soon as possible. You may hold or press the # key to leave a message.” • 5 to record a Subsequent Greeting.
About the Delivery Number When setting this delivery phone number, the AltiGen Voice Mail System asks you to enter the number (up to a maximum of 64 digits), using the long distance prefix 1 for out of area phone numbers. You must also identify the type of number: extension, phone number, or pager. You don’t need to enter the trunk, route access trunk, or route access code as part of the number. The destination number cannot be a virtual extension or a workgroup extension.
Using Reminder Calls You can remind yourself of important meetings, calls, or other events by setting up a Reminder Call. The AltiGen Voice Mail System will ring you and play back your pre-recorded message at a specified time and date, to a specified delivery phone number.
Call Forwarding You can configure Call Forwarding from your phone or from a remote location by dialing into the AltiGen Voice Mail System and following the steps listed here: 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. Also, please see “Sending Messages” on page 27.
You can create up to 100 distribution lists, and each list can have up to 64 entries. An entry can be an extension of any kind, including virtual or workgroup extensions, or another distribution list, so in effect there is no practical limit to the number of people to which you can send a single message. When you create lists at your station, they are your personal distribution lists—every extension can have its own lists. There may also be system distribution lists created by your system administrators.
• To delete members, press 2. When prompted, enter the member number you want to delete. For extensions, enter the extension number. Use 01 or 02, followed by the list number, to specify system or personal distribution lists, respectively. 4. The system reads back the entry to you, and you press # to save or * to cancel the action. 5. If you just added a member, you’re prompted to add another. If you just deleted a member, you’re asked if you want to delete another.
To log on or off an IP extension: For an AltiGen IP phone, use #27 to log in to the MAXCS system and #26 to log off. Do not use voicemail to log in. For certified non-AltiGen IP phones, use voicemail to log in: • After pressing 4 at the Main Menu to hear the Personal Options menu, press 8 to log on or off an IP extension. You do not have to call from the same phone to log off.
Dynamic Messaging The MAXCS system provides special Dynamic Messaging features to provide support for business travelers who need these remotely enabled functions. The Zoomerang feature enables you to return a call with the push of one button while you are in the AltiGen Voice Mail System. Private Messaging provides a way to leave a private message for callers who are difficult to reach.
3. Press *** to disconnect from the call and return to the AltiGen Voice Mail System. The Caller’s Options After leaving a message, the caller can simply hang up or press # for the following options. • * to re-record the message • 1 to specify delivery options • 2 to attach a call back number (If the callback number is outside of your outcall accessibility, the system cannot return the call. Please check with your system administrator for your toll restrictions.
To Check Message Status or Delete Messages: To check the status of private messages that have been recorded, at the Main Menu, press 5 to access the Private Messaging menu, then press 1.
1. Go to the mail server configuration section and enter your MAXCS server’s name or IP address in both SMTP and POP3 server fields (in some cases, this may be the same field). 2. Go to the user configuration section and enter your name, user name, e-mail address, and the reply-to address (usually the same as your email address). The e-mail address is usually your name appended with “@your.domain.name.” See your system administrator for your organization’s domain name. 3.
Composing and Sending Messages To compose a new message: Click or select the “To: Mail” option and enter your recipient’s e-mail address. 2. Type the text portion of the message (optional). 3. Send an audio attachment with or without a text message by lifting the handset off-hook and dialing # 0. 4. As instructed by the AltiGen Voice Mail System, press 2 to record a new audio attachment. 5.
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