Altigen MAXCS 7.5 MaxAgent Manual de usuario

MaxAgent™ManualMAX Communication ServerRelease 7.5September 2014

4 MaxAgent ManualInstalling MaxAgent on a Client SystemWhen the above items are done, follow these steps on the client machine:1. Close all Windows ap

MaxAgent Manual 5(MaxCommunicator, MaxSupervisor, MaxOutlook, AltiConsole and CDR Search).2. Reboot your system and install the earlier MaxAgent soft

6 MaxAgent Manual

MaxAgent Manual 7CHAPTER 3Getting StartedStart MaxAgent from the Microsoft Windows Start menu, by choosing Start > All Programs > MaxAgent >

8 MaxAgent Manual2. Enter your Extension number and Password assigned to your phone.If you want to store your login password and have it entered autom

MaxAgent Manual 97. If the system administrator has allowed you to change your outbound workgroup, you may do so. (Your outbound calls are logged to

10 MaxAgent ManualIP Extensions Using IP TalkTo use IPTalk, you need an AltiGen-certified USB headset system (your phone system administrator or AltiG

MaxAgent Manual 11If you checked Enable IPTalk when you logged in, the right side of the toolbar looks a little different: Click the Down arrow to ac

12 MaxAgent Manual• See when a call is in wrap-up mode (you have transferred it, sent it to voice mail, or hung up).• Toggle between Ready and Not Rea

MaxAgent Manual 13Call Information PanelThe call information panel displays several columns of information about calls: Record — shows when a call is

WARNING!Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently

14 MaxAgent Manual• Ringing — an outgoing call is ringing another phone or an incoming call is ringing your phoneName — the name of the person on the

MaxAgent Manual 15Voicemail — A log of unopened and opened voice mails left at your extension. Columns include: Type, Number, Caller Name (if availab

16 MaxAgent ManualWG Voicemail — A log of unopened and opened voice mails left at the workgroup extension(s). Columns include: Type, Number, Caller Na

MaxAgent Manual 17• PTO (personal time off)Your system administrator may have configured additional activities to select from. The activity category

18 MaxAgent ManualLog Out or Change WorkgroupsYou can log out of a workgroup or change the workgroups you’re logged in to as follows:1. Click the Logi

MaxAgent Manual 19When MaxAgent is shrunk and you put a call on hold (by clicking the Hold button), the number flashes. Clicking the number reconnect

20 MaxAgent Manualmagnifying glass or make another selection in the Search in field, and you’ll see all the information on the tab.Customizing the Dis

MaxAgent Manual 21• Resize columns by placing the cursor on a column divider in the header area until the cursor changes to a movable double bar (||)

22 MaxAgent ManualThe buttons displayed in your MaxAgent are in the right-hand list. To remove a toolbar button, select it and click Remove. To add a

MaxAgent Manual 23• Remove the dialer field by right-clicking a toolbar button and choosing Customize Toolbar Buttons, as above. In the Toolbar Custo

MaxAgent Manual iContentsCHAPTER 1About MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Microsoft Outlook and Outlo

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MaxAgent Manual 25CHAPTER 4Using MaxAgentMaxAgent call handling-related functions include:• Answering calls, see page 25• Dialing out, see page 26• P

26 MaxAgent ManualOr, click the Connect button in the toolbar.Dialing OutTo dial a number, click in the dialing field, enter a number or name, and the

MaxAgent Manual 27The Call Information panel displays the state of the call:Shortcut-Key Dialing and Smart Tag DialingShortcut-key dialing — If you c

28 MaxAgent ManualNote: If you have more than one MaxClient installed (MaxCommunicator, MaxAgent, MaxOutlook, or MaxCommunicator/Agent within Microsof

MaxAgent Manual 29Setting Up and Editing Extension Speed Dial NumbersTo set up an extension speed dial number: 1. Click the Speed Dial tab and double

30 MaxAgent ManualPlacing Calls on HoldDuring a phone call, either click the word Connected in the call’s State cell or click the Hold button in the M

MaxAgent Manual 31Transferring CallsMaxAgent allows for both supervised transfer (in which you confirm the transfer with the target) and blind transf

32 MaxAgent ManualAt any time before or after the person you’re transferring to answers the phone, you can cancel the transfer by clicking the No butt

MaxAgent Manual 33Note: You can also forward a call to voice mail without answering it by clicking the To VM button while the call is ringing.Transfe

ii MaxAgent ManualCHAPTER 4Using MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25Answering Calls . . . . . . . . . .

34 MaxAgent ManualStation ConferencingUsing this method, you may conference up to six calls.Note: In order to conference incoming calls, Single Call W

MaxAgent Manual 35Canceling Conference CallsYou can cancel the conference using any of the following methods: • Click the No button in the conference

36 MaxAgent ManualMeetMe ConferenceIf your company has this feature available, you can schedule a phone meeting to take place at a specified time in t

MaxAgent Manual 37Working in the MeetMe Conference Window• Click a button to perform a function (for example, create a meeting). The buttons at the b

38 MaxAgent ManualCreating a MeetingTo create a meeting, click one of the Create buttons. The Create Meeting dialog box opens.The following parameters

MaxAgent Manual 39Fill in the fields of the Create Meeting dialog box, and click OK. See the following sections for directions on filling in the fiel

40 MaxAgent ManualOne Time Only MeetingIf you select One Time Only from the Frequency drop-down list, these are your options in the middle panel:1. Sp

MaxAgent Manual 411. In the Duration field, specify the duration of the meeting, using the Up/Down arrows.2. In the Start field, specify the start of

42 MaxAgent Manual4. 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

MaxAgent Manual 43Starting and Stopping a MeetingThe meeting host and the MaxAdministrator (“Admin”) can start and stop a meeting.To start a meeting

MaxAgent Manual iiiViewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Pick Up Calls from Queue. . . . .

44 MaxAgent ManualContinuing a Meeting Beyond Its Duration TimeWhen the scheduled meeting time is up, the meeting may continue if no other scheduled m

MaxAgent Manual 45To record a call — While connected to a call, click the Record button, or right-click the call and select Start Recording from the

46 MaxAgent Manual1. 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 dis

MaxAgent Manual 47Choose Display to indicate whether to show the time of the voicemail messages as the local time or the server time (this is only of

48 MaxAgent ManualWhen you listen to a new message, the envelope icon changes from closed to open, indicating that the message has been heard, and the

MaxAgent Manual 49Returning a Call To return the call, select the voice mail and click the Return button or click the number in the Number field.Atta

50 MaxAgent ManualNotes:• Click on the column headings to sort the data.• If the extension name is configured for an extension, it is used to match th

MaxAgent Manual 51Choosing Workgroups / Extensions to MonitorYou choose which workgroups to monitor when you log in; see “Logging In” on page 7.To se

52 MaxAgent ManualCalling or Picking Up CallsIf a monitored extension is Idle (green dot) you can click its Extension field to ring the extension.If a

MaxAgent Manual 53Also, the timestamp for call data is based on the client system, while the timestamp for voice mail messages is from MAX Communicat

iv MaxAgent ManualTroubleshooting IP Connectivity from a Remote Location . . . . . 86Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

54 MaxAgent ManualInformation includes: the workgroup number, the workgroup name, whether you are logged in or logged out, the number of calls in queu

MaxAgent Manual 55Much of the data reported here is also reported in the Supervisor’s view of group statistics and is further discussed in “Viewing G

56 MaxAgent ManualPick Up Calls from QueueTo pick up a call from a workgroup queue, click on the queued call and click the Pickup Call button. If you

MaxAgent Manual 57To configure this,1. In MaxAgent select Configuration > Extension. You will see an option Use Polycom phone to make or answer ca

58 MaxAgent Manualpicked up. Note that there may be a few seconds (3-4) of delay answering calls with this feature.

MaxAgent Manual 59CHAPTER 5Configuring MaxAgentUsing the MaxAgent Configuration window, you can configure the following behaviors and options:• Gener

60 MaxAgent ManualYou can configure these general settings:• Default Trunk Access — The trunk access codes are defined by the system administrator. Wh

MaxAgent Manual 61The Microsoft programs in which you want to use this option must be open when you set the option. After checking Enable Smart Tags,

62 MaxAgent ManualTo enable or disable the MaxIESmartTag, select it and click the Enable or Disable button at the bottom of this dialog box (not shown

MaxAgent Manual 63Enable Auto DialIf you check this box, any phone number you dial using a Smart Tag or the Select-n-Dial method is dialed automatica

MaxAgent Manual 1CHAPTER 1About MaxAgentMaxAgent is a Windows desktop application designed to improve the performance of workgroup and call center ag

64 MaxAgent ManualWorkgroup Key Status Refresh IntervalWhen MaxAgent is shrunk to a strip at the top or bottom of the screen, the number of calls in q

MaxAgent Manual 65Do Not DisturbIf you check Enable Do Not Disturb, all incoming calls are forwarded according to your Enable Busy Call Handling sett

66 MaxAgent Manual• Multiple Call Waiting — enables a “non-workgroup queue” of multiple calls waiting. You must also select the Place Call In Queue op

MaxAgent Manual 672. Select the times you want to be available to ONA callers. If you choose Enable schedule based access, you can set up to four dif

68 MaxAgent ManualYou can enter up to 10 phone numbers in the Caller ID Verification fields. For local numbers, use 7 digits (5555555). For long dista

MaxAgent Manual 69Message NotificationYou can specify how and when you’d like to be alerted to new messages when you’re away from your desk. Click Ex

70 MaxAgent ManualWorking with Voice Mail Groups (Distribution Lists)You can set up voice mail groups (distribution lists) to forward messages to mult

MaxAgent Manual 71Creating a Personal Voicemail Group1. Click the New button in the VM Group Edit dialog box.2. Click the drop-down list to select a

72 MaxAgent ManualCall Alert OptionsIf you want MaxAgent to inform you when you have a call, specify your desired method(s) in the Configuration windo

MaxAgent Manual 73• Waiting time longer than — A message window pops up when a call has been waiting in queue longer than the time you specify here.

2 MaxAgent Manual• MaxCall requires a MaxCall seat license for each user or a MaxCall session license.• An optional Polycom Advanced Features license

74 MaxAgent ManualCRM IntegrationMaxAgent can access phone numbers from your Microsoft Outlook, Outlook Express, ACT!, or GoldMine® database. During i

MaxAgent Manual 75For Screen Pop — Check this if you want a contact’s contact page to pop up when you get a call from that contact.Match Digits — Sel

76 MaxAgent ManualTheme SelectionChoose the display theme of your MaxAgent in the Configuration window’s Customization > Theme Selection screen. Se

MaxAgent Manual 77IPTalkIf you’re using IPTalk, set the options in the IPTalk configuration screen:• Echo Suppression — Check this check box if you a

78 MaxAgent Manual• 802.1 — This setting is related to the priority given to voice packets traversing your network. For guidance on setting this value

MaxAgent Manual 79The Enable IPTalk Log check box is available only if you’re using IPTalk. The Application log is for MaxAgent.

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MaxAgent Manual 81CHAPTER 6Using MaxCallMaxCall is intended for agents involved in marketing campaigns and other campaigns where the same message mus

82 MaxAgent ManualThe MaxCall tab has the following columns:• Phrase — List of phrases, or scripts, that you have recorded. These are stored on the MA

MaxAgent Manual 83Recording a PhraseTo record a message to add to the phrase list, 1. Click the Add/Review Phrase button.2. Select the Record button.

MaxAgent Manual 3CHAPTER 2InstallationThe client system must meet the following minimum requirements. Operating systems supported:• Windows 8.1 (64-b

84 MaxAgent Manual7. You can delete the phrase after listening or simply exit the dialog box.

MaxAgent Manual 85APPENDIX AErrors and TroubleshootingThe following errors may be displayed as login or connectivity errors. Error Message Descriptio

86 MaxAgent ManualTroubleshooting IP Connectivity from a Remote LocationIf problems occur connecting to your company’s MAX Communication Server from a

MaxAgent Manual 87IndexNumerics802.1 78AAA state 13Account Codes 45ACT 1ACT, integrating with 74ActiveX control 56all calls recorded 44answer options

88 MaxAgent Manualhold 13hold button 30hold pending 13, 51Iidle state 13installation requirements 3Internet Explorerenabling/disabling Max Smart Tag 6

MaxAgent Manual 89configuring in Internet Explorer 61configuring in MaxOutlook 60configuring in Microsoft Office 61speed dial list 28station conferen