MaxCommunicator™ Manual MAX Communication Server Release 7.
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 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 . . . . . . .
Shrinking MaxCommunicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Windows Tray Phone Icon . . . . . . . . . . . . . . . . . . . . . . Searching in the Tabbed Windows . . . . . . . . . . . . . . . . . . . . . . . . Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 17 17 18 CHAPTER 4 Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23 Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . .
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 . . . . . . . . . . . . . . . . . . . . . . . . . . .
Recording a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Reviewing a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Appendix A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77 Errors and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Troubleshooting IP Connectivity from a Remote Location . . . . 78 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 1 About MaxCommunicator In addition, MaxCommunicator integrates with Microsoft Outlook and Outlook Express, ACT! , and GoldMine® for caller screen pops. Microsoft Outlook and Outlook Express Support MaxCommunicator 7.0 Update 1 supports Microsoft Outlook 2007, 2010, and 2013, 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.
• 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.
CHAPTER 2 Installation Installation The client system must meet the following minimum requirements. Operating systems supported: • Windows 7 (32-bit or 64-bit) • Windows 8.1 (64-bit) System requirements: • IBM/PC AT compatible system • Microsoft .NET 2.0 or higher • 2GHz CPU or faster • 1GB 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 computer, if using IPTalk • MAX Communication Server ACC 7.
• 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. Installing MaxCommunicator on a Client System When the above items are done, follow these steps on the client machine: 1. Close all Windows applications. 2. Insert the MAX Communication Server 7.0 Update 1 DVD into the drive. 3.
Downgrade Procedure 1. Go to Control Panel > Add/Remove Programs and remove MaxCommunicator 7.0 Update 1 and ALL OTHER 7.0 Update 1 client applications (such as MaxAgent, MaxOutlook, MaxSupervisor, AltiConsole and CDR Search). 2. Reboot your system. 3. Install the earlier software. MaxCommunicator Manual 5 Installation Note: For remote MaxCommunicator users outside the firewall, TCP port 10050 is required to be open to allow automatic upgrade.
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CHAPTER 3 Getting Started Start MaxCommunicator from the Microsoft Windows Start menu, by choosing Start > All Programs > MaxCommunicator > MaxCommunicator. Getting Started 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 lowspeed connection, the login may take some time, since a large amount of data is transferred to your desktop. Logging In 1.
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.
Consult your system administrator or authorized AltiGen dealer for details on obtaining this equipment. 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.
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.
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.
• 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.
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.
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.
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.
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.
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.
• 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.
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.
• 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.
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CHAPTER 4 Handling Calls MaxCommunicator call handling-related functions include: • Answering calls, see page 23 • Dialing out, see page 24 • Placing calls on hold, see page 27 • Using call waiting, see page 27 • Transferring calls, see page 28 • Conferencing, see page 30 Handling Calls • Recording Calls, see page 41 • Using account codes, see page 42 • Using voice mail, see page 43 • Monitoring other extensions, see page 47 • Viewing the history of calls, see page 48 • Using the Contacts tab, see page 4
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.
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.
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.
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 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.
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.
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.
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.
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.
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.
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.
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.
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.
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: MaxCommunicator Manual 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.
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.
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.
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.
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.
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.
• 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.
Rewind Play Return Call Stop Fast Forward Forward Delete Export Save If you click another message in the list, the current message stops playing. Save at Remote Server or Export Locally • 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.
Forwarding Voice Mail To forward a voice mail to an extension or a VM group, 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.
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. 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.
Note: If you do not see an extension’s Caller Name and Number details, your administrator may have blocked those fields from your view.
Note: Click on the column headings to sort the data. 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.
E-mail a contact—Click a contact’s e-mail address to open Outlook, where you can send an e-mail to the contact.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 system.
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.
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.
Select a theme and click Apply to see the change, or click OK to accept the theme. The theme changes without restarting MaxCommunicator.
• 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.
• 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.
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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.
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.
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.
6. Answer the phone and listen to the phrase. 7. You can delete the phrase after listening or simply close the dialog box.
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.
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.
Index Numerics 802.
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 1 L licenses 1, 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 me
configuring 54 session licensing 1 shortcut keys, using to call 54 shortcut keys.
