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Overview of Enterprise Manager
MaxACD Administrator Manual 165
Overview of Enterprise Manager
Figure 112. Enterprise Manager main window
Admin@member server IP address
(A Site Admin who logs in this way
can make changes on this member
server only.)
Enter the MaxACD Administrator
password for the member server
Enter the member server’s IP
address
User name Password Login Domain Via Server
Warning!
If your MaxACD system is using dynamic IP addressing, you will see a warning when
opening Enterprise Manager. Check the Internet Protocol (TCP/IP) Properties of your
server NIC interface and assign a fixed IP address to this server.
!
Configure IP Dialing Table, IP Device Ranges
Configure Codec Profiles
Configure Departments
- MaxACD Administrator 1
- Contents 3
- About This Manual 11
- 2 MaxACD Administrator Manual 12
- Overview 13
- Chapter 1: Overview 14
- Auto Attendant (AA) Features 16
- Voice Mail Features 17
- Exchange Integration Features 18
- Administration Features 18
- Voice over IP Features 19
- Capacities 20
- MaxACD Licenses 21
- Additional Licenses 22
- Logging In and Out 23
- Changing the Password 23
- The Main Menu 24
- Quick Access Toolbar 25
- The View Windows 26
- Extension View Window 27
- Call Log View Window 28
- Workgroup View Window 28
- Setting the Refresh Interval 30
- Configuring the MaxACD System 33
- Setting a System Number Plan 36
- Parameter Description 41
- Creating a Holiday Profile 43
- Creating Account Codes 45
- Setting up Call Reports 46
- Country-Relevant Settings 48
- Setting Toll Call Prefixes 49
- Setting Emergency Numbers 49
- • Music on hold 50
- Media Server Management 53
- Setting Parameters 54
- HMCP Configuration Tool 55
- VoiceMail Configuration 57
- Creating Distribution Lists 60
- Auto Attendant Configuration 63
- Adding Auto Attendants 64
- Configuring Auto Attendants 65
- Configuring Menu Items 66
- Collecting Digits 68
- Phrase Management 69
- Multilingual Configuration 71
- . Lang_X stores 72
- • Lang_Mexico 72
- • LangCustom_Mexico 72
- Configuring the Extension 74
- Which Language Will Be Used? 76
- Call Recording Configuration 77
- Application Extension Setup 81
- Application Failover Plan 82
- Application Information 82
- Readying the Application 82
- Component Configuration 83
- Trunk Configuration 89
- Figure 55. Trunk View window 90
- SIP Tie Trunk Properties 93
- SIP Trunk Properties 94
- Configuring a SIP Trunk 95
- Creating a SIP Trunk Profile 96
- Incoming Call Routing 97
- Outgoing Call Blocking 98
- In Call Routing Configuration 99
- Configuring Caller ID Routing 100
- DNIS Routing 101
- Configuring DNIS Routing 103
- Configuring Out Call Routing 105
- Warning! 106
- Creating a Route 107
- Setting Default Routes 108
- Working on Dialing Patterns 108
- Extension Configuration 111
- Setting up Extensions 112
- Account Code 114
- IP Extension Configuration 114
- Lync Agent 114
- Setting Wrap-up Time 116
- Setting Inter Call Delay 116
- Setting Mailbox Options 117
- Disabling a Mailbox 118
- SMTP/POP3 Setting 118
- Mail Forwarding Options 119
- Press Zero Option 119
- Setting Mailbox Capacities 119
- Emergency Notification 121
- Setting Notification Timing 122
- Enabling Message Notification 123
- • No Restrictions on Outcalls 124
- Setting Answering Options 125
- Forwarding All Calls 126
- Setting Up Monitor Lists 127
- Configuring a Monitor List 128
- To remove members 129
- 2. Click Remove 129
- Routing Unassigned Extensions 131
- • Only digits are allowed 132
- • Tel:+14085551212;ext=504 133
- • Tel:504 133
- Deleting a Route 134
- Line Park Configuration 135
- Setting Up a Line Park Group 136
- Deleting a Line Park Group 138
- Workgroup Configuration 139
- Agent’s Phone Operation 140
- Supervisor’s Phone Operation 140
- Apply to Button 142
- Setting Up Workgroups 143
- Setting Call Restrictions 144
- Service Level Threshold 144
- Workgroup Recording Options 145
- Setting Business Hours 148
- Skill-Based Rule Example 1 152
- Skill-Based Rule Example 2 153
- Setting E-mail Options 154
- Voice Mail Access Option 155
- Setting Call Handling Options 158
- Handling Busy Calls 159
- Handling Unanswered Calls 160
- Announce Agent Info 162
- Queue Management - Basic 163
- Setting Queue Phrase Options 164
- Queue Announcement 164
- Expected Wait Time Sampling 165
- Queue Overflow Forwarding 165
- Quit Queue Option 165
- Queue Management - Advanced 166
- Announcement 167
- Menu Selection 167
- Queue Overflow 168
- Agent Activity Configuration 170
- Lync Presence Mapping 171
- Opening Enterprise Manager 174
- Setting VoIP Codec Profiles 176
- Apply. The Default 177
- SIP Early Media 178
- Defining the IP Dialing Table 180
- Configuring Departments 182
- Redundancy Configuration 185
- Switchover Considerations 186
- Requirements 187
- Configuring Redundancy 187
- General Maintenance 193
- Manually Switching Servers 194
- Rebooting Servers 194
- Redundancy Limitations 195
- System Report Management 197
- Using SNMP 199
- List of Traps Sent 201
- When You Install MaxACD 203
- Testing for Synchronization 208
- To gather trace files 209
- Tools and Applications 211
- Backing Up Files 212
- Scheduling Backups 212
- Restoring Backed up Files 213
- Checking Extension Security 215
- Trace Collector 216
- Voice File Converter 219
- Read Config 220
- Configuring Phrases 223
- • MaxACD server address 224
- • Manager Extension 224
- Creating New Phrases 225
- Playing Phrases 225
- Editing Phrases 226
- Deleting Phrases 226
- Re-recording Phrases 226
- Network Ports 229
- X2 = BasePort + 512 x 2 230
- X(n)=BasePort + 512 x n 230
- Technical Support 231
- Appendix B: Technical Support 232
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