Altigen MaxReports Manual de usuario

MaxACD Administrator™ManualJuly, 2011

viii MaxACD Administrator Manual

Chapter 10: Application Extension Configuration90 MaxACD Administrator Manual

MaxACD Administrator Manual 91CHAPTER11Component ConfigurationThis section shows how to configure MaxACD for Lync components:• Virtual component SIPS

If you change the number of SIP extensions or tie trunk channels, you must stop and restart the switching and gateway services.Chapter 11: Component C

Configuring Virtual Component HMCPMaxACD Administrator Manual 93 Figure 11-2. License Information dialog boxHMCP (Host Media Control Processing) is

If you increase or decrease the number of HMCP resources, you must reboot the system (both the primary and secondary servers) so that the changes can

Configuring Virtual Component HMCPMaxACD Administrator Manual 95Total G.711/723/729 VPR = Total of SIP Trunks + Total Tie Trunk Channels that will us

Chapter 11: Component Configuration96 MaxACD Administrator ManualScenario 2: Single Standalone HMCP Media ServerFor 200 to 1,000 agents without an ext

MaxACD Administrator Manual 97CHAPTER12Trunk ConfigurationTrunk attributes and parameters are set using the Trunk Configuration window. The attribute

Chapter 12: Trunk Configuration98 MaxACD Administrator ManualOpening the Trunk Configuration WindowTo open the general Trunk Configuration window, do

Selecting Trunks to Set AttributesMaxACD Administrator Manual 99Figure 12-3. Trunk Configuration, General tab Selecting Trunks to Set AttributesThe

MaxACD Administrator Manual 1About This ManualThis manual shows administrators how to configure AltiGen’s MaxACD for Lync using the MaxACD Administr

Chapter 12: Trunk Configuration100 MaxACD Administrator ManualFigure 12-4. Selecting trunks to configureSetting General Trunk AttributesSelect a cha

SIP Tie Trunk PropertiesMaxACD Administrator Manual 1013. If PRI trunk channel has area code and caller ID configured, this number will be transmitte

Chapter 12: Trunk Configuration102 MaxACD Administrator ManualFigure 12-5. Configuration dialog box for a SIP Signaling channel See “To open the con

SIP Trunk PropertiesMaxACD Administrator Manual 103When subscribing to a SIP dial tone service, typically your service provider will provide you with

Chapter 12: Trunk Configuration104 MaxACD Administrator Manual• User Name—Assigned by the SIP Trunk service provider• Password—Assigned by the SIP Tr

SIP Trunk PropertiesMaxACD Administrator Manual 105Figure 12-7. SIP Trunk Profile dialog box The fields in this dialog box are described in the foll

Chapter 12: Trunk Configuration106 MaxACD Administrator ManualIncoming Call RoutingTo set incoming call routing for a trunk, select the trunk on the

Outgoing Call BlockingMaxACD Administrator Manual 107Outgoing Call Blocking To set outgoing call blocking for a trunk, select the trunk in the Genera

Chapter 12: Trunk Configuration108 MaxACD Administrator Manual

MaxACD Administrator Manual 109CHAPTER13In Call Routing ConfigurationIn Call Routing rules determine how the system routes incoming trunk calls to va

2 MaxACD Administrator Manual

Chapter 13: In Call Routing Configuration110 MaxACD Administrator ManualIn order to locate an entry in the Caller ID table for an incoming call, a fu

DNIS RoutingMaxACD Administrator Manual 111For each number, you can set routing for three distinct time periods defined in the Business Hours tab (se

Chapter 13: In Call Routing Configuration112 MaxACD Administrator ManualFigure 13-2. In Call Routing window, DNIS Routing tabAdding and Deleting DNI

DNIS RoutingMaxACD Administrator Manual 1134. Enter a descriptive DNIS Name, then click OK. The number and name entries have the following requiremen

Chapter 13: In Call Routing Configuration114 MaxACD Administrator Manual

MaxACD Administrator Manual 115CHAPTER14Out Call Routing ConfigurationThere are two ways to initiate outbound dialing: • Using the trunk access code

Chapter 14: Out Call Routing Configuration116 MaxACD Administrator ManualConfiguring Out Call RoutingTo configure out call routing, select General &g

Working with Route DefinitionsMaxACD Administrator Manual 117Figure 14-1. Out Call Routing Configuration, Route Definition tabParameter DescriptionR

Chapter 14: Out Call Routing Configuration118 MaxACD Administrator ManualCreating a Route 1. Click Add under the route definition list. Figure 14-2.

For each type of call, the system will use trunks specified in the “1” field, if available, otherwise use trunks in the “2” field, and so on.Working o

MaxACD Administrator Manual 3CHAPTER1OverviewMaxACD for Lync is AltiGen’s system software that supports AltiGen’s MaxAgent for Lync.MaxAgent for Lync

Chapter 14: Out Call Routing Configuration120 MaxACD Administrator ManualFigure 14-4. Out Call Routing Configuration, Dialing Pattern tab2. Click th

Working on Dialing PatternsMaxACD Administrator Manual 121• If a dialing pattern requires the system to add or remove digits, a route with digit mani

Chapter 14: Out Call Routing Configuration122 MaxACD Administrator Manual

MaxACD Administrator Manual 123CHAPTER15Extension ConfigurationThe Extension Configuration window provides for creating extensions and setting their

Chapter 15: Extension Configuration124 MaxACD Administrator ManualUsing the Apply To ButtonA change you make to an extension can often be applied to

Setting up ExtensionsMaxACD Administrator Manual 125Figure 15-3. General tab, top section• First Name and Last Name of the extension user, each with

Chapter 15: Extension Configuration126 MaxACD Administrator ManualNote: If a number is not entered in the E911 CID field, the Transmitted CID is tran

Configuring Group Options for an ExtensionMaxACD Administrator Manual 127Figure 15-5. Enable Lync Agent dialog box1. Enter the Lync Client user’s pr

Chapter 15: Extension Configuration128 MaxACD Administrator ManualFigure 15-6. Extension Configuration window, Group tabTo assign a group to the sel

Setting Mailbox OptionsMaxACD Administrator Manual 129• Receives a direct inbound call • Accesses voice mailIt is possible that an agent may execute

Chapter 1: Overview4 MaxACD Administrator ManualAutomatic Dialing Plan Rules- Administrators can configure a call return rule based on the country in

Chapter 15: Extension Configuration130 MaxACD Administrator ManualFigure 15-7. Extension Configuration, Mail Management tabSetting an Information-On

Setting Mailbox OptionsMaxACD Administrator Manual 131SMTP/POP3 Setting• E-mail Name—the user’s e-mail name without the @domain. The default e-mail n

Chapter 15: Extension Configuration132 MaxACD Administrator ManualSetting Mailbox CapacitiesYou can set various mailbox capacities with the following

Setting Message Notification OptionsMaxACD Administrator Manual 133Figure 15-8. Extension Configuration, Notification tabIndividual users can also c

Chapter 15: Extension Configuration134 MaxACD Administrator ManualEmergency NotificationWhen any extension dials an emergency number, the system can

Setting Message Notification OptionsMaxACD Administrator Manual 1358. For the values you entered in the registry to take effect, from the MaxACD Admi

Chapter 15: Extension Configuration136 MaxACD Administrator ManualOutcall to Cellular or PCS Phone NumbersWhen an outcall is made by the system (for

Configuring Calling RestrictionsMaxACD Administrator Manual 137Enabling Message NotificationAfter configuring your message notification settings, to

Chapter 15: Extension Configuration138 MaxACD Administrator Manual• Internal, Local, and Unrestricted Area Codes—Allow extension to call internal, lo

Setting Answering OptionsMaxACD Administrator Manual 139You can use the Apply to button to apply answering settings to one, some, or all extensions.

Automatic Call Distribution FeaturesMaxACD Administrator Manual 5After Hours Handling for Workgroups - a workgroup can be assigned a Business Hours P

Chapter 15: Extension Configuration140 MaxACD Administrator ManualTo enable call forwarding, check the Enable Call Forward to check box, then, using

Setting Up Monitor ListsMaxACD Administrator Manual 141Handling Busy CallsYou have several options for handling calls while the extension is busy. If

Chapter 15: Extension Configuration142 MaxACD Administrator ManualFigure 15-12. Extension Configuration, Monitor List tabTo add members to the list1

MaxACD Administrator Manual 143CHAPTER16Routing Unassigned ExtensionsYou can configure MaxACD to route a call to an unassigned extension to• Another

Chapter 16: Routing Unassigned Extensions144 MaxACD Administrator ManualIn the From field. enter the first extension of the range. Make sure it has t

Routing Unassigned Extensions to Lync ServerMaxACD Administrator Manual 145Figure 16-3. Out Call Routing dialog boxRouting Unassigned Extensions to

Chapter 16: Routing Unassigned Extensions146 MaxACD Administrator Manual

MaxACD Administrator Manual 147CHAPTER17Line Park ConfigurationThe Line Park feature is a kind of call park method. Line Park IDs can be grouped as a

Chapter 17: Line Park Configuration148 MaxACD Administrator ManualLine Park ConfigurationTo configure line park, select General > Line Park Config

Line Park ConfigurationMaxACD Administrator Manual 1493. Select line ID numbers from the Non-Member List and click the Add button to add them to the

Chapter 1: Overview6 MaxACD Administrator Manual• Workgroup’s calls in queue, longest queue time, # of calls exceed service level threshold, and serv

Chapter 17: Line Park Configuration150 MaxACD Administrator Manual• Enable Timeout—Check this box to specify, in seconds, when a line park call will

MaxACD Administrator Manual 151CHAPTER18Workgroup ConfigurationMaxACD for Lync allows up to 64 workgroups to be configured.When adding members to a w

Chapter 18: Workgroup Configuration152 MaxACD Administrator Manual• Allow supervisor to redirect call• Allow supervisor to change call priority in qu

Creating and Configuring WorkgroupsMaxACD Administrator Manual 153Activity Logging and Reporting• Workgroup and agent activity logging• Detail and su

Chapter 18: Workgroup Configuration154 MaxACD Administrator ManualFigure 18-1. Workgroup Configuration window, General tabOverview of Workgroup Conf

Setting Up WorkgroupsMaxACD Administrator Manual 155Clicking the Apply to button pops up a list of all workgroups to which the change can apply. All

Chapter 18: Workgroup Configuration156 MaxACD Administrator Manual• Department—Departments can be defined and extensions/groups can be assigned to a

Setting Up WorkgroupsMaxACD Administrator Manual 157Figure 18-3. Service Level Calculation dialog boxIn the Method Options section, select one of th

Chapter 18: Workgroup Configuration158 MaxACD Administrator Manual• Record on demand to central location—records calls on demand, which are saved to

Establishing Workgroup MembershipMaxACD Administrator Manual 159Notes:• The recording session starts when the call enters the connected state and end

Auto Attendant (AA) FeaturesMaxACD Administrator Manual 7• Ring Shortest Average Talk Time• Skill-Based RoutingWrapup Time - allows a group m ember

Chapter 18: Workgroup Configuration160 MaxACD Administrator Manual4. To change the Skill Level designation for a member, double-click the member in t

Setting Business HoursMaxACD Administrator Manual 161To set after-hours call handling, select the workgroup you want to work with from the Group List

Chapter 18: Workgroup Configuration162 MaxACD Administrator ManualSetting Up Skill Based RoutingIf you want to set up skill-based routing, you can mo

Setting Up Skill Based RoutingMaxACD Administrator Manual 163• The Advanced Call Router—You can define SKLR in each rule entry in the Call Router, an

Chapter 18: Workgroup Configuration164 MaxACD Administrator Manual• Exact Match SKLR of Incoming CallOnly agents whose skill number matches the SKLR

Setting Up Skill Based RoutingMaxACD Administrator Manual 165Figure 18-10. Example: Skill-based Routing rules, Equal or LowerThe above configuration

Chapter 18: Workgroup Configuration166 MaxACD Administrator ManualFigure 18-11. Example: Skill-based Routing rules, Equal or HigherThe above configu

Setting Workgroup Mail ManagementMaxACD Administrator Manual 167Figure 18-12. Workgroup Configuration, Mail Management tabNote: You can use Apply to

Chapter 18: Workgroup Configuration168 MaxACD Administrator ManualSetting Mailbox Playback OptionsYou can use the following check boxes to turn on or

Setting Message Notification OptionsMaxACD Administrator Manual 169Voice Mail Access OptionTo allow agents of a workgroup to access the group’s voice

Chapter 1: Overview8 MaxACD Administrator ManualMaking a Call from the Voice Mail System - allows users to make a call from within the Voice Mail Sys

Chapter 18: Workgroup Configuration170 MaxACD Administrator Manual• Notification is set to Non-Business Hours• Voice mail is received during business

Setting Call Handling OptionsMaxACD Administrator Manual 171• Seconds after Dialing—If the carrier of the outside phone number cannot provide an answ

Chapter 18: Workgroup Configuration172 MaxACD Administrator ManualFigure 18-14. Workgroup Configuration, Call Handling tabHandling Busy CallsYou hav

Setting Call Handling OptionsMaxACD Administrator Manual 173• To an Extension—select an extension number in the drop-down list. • To AA—select the AA

Chapter 18: Workgroup Configuration174 MaxACD Administrator ManualNumber of Rings Before HandlingIf you select Ring All Available Members in the Intr

Setting Call Handling OptionsMaxACD Administrator Manual 175• Ring Average Longest Idle Member—the agent who averages being off the phone the longest

Chapter 18: Workgroup Configuration176 MaxACD Administrator ManualInter Workgroup Call DistributionIn the case where an agent belongs to multiple wor

Queue Management - BasicMaxACD Administrator Manual 177• You can have select FIFO (First In First Out) or LIFO (Last In First Out) for the queue over

Chapter 18: Workgroup Configuration178 MaxACD Administrator ManualExpected Queue Time - when checked, the system will tell the caller how long the wa

Queue Management - AdvancedMaxACD Administrator Manual 179• Voice Mail• AA—select the auto attendant to use. AAs are configured in AA Configuration o

Administration FeaturesMaxACD Administrator Manual 9Exchange Integration - provides message synchronization between MaxACD and a Microsoft Exchange s

Chapter 18: Workgroup Configuration180 MaxACD Administrator Manual Figure 18-17. Workgroup Configuration, Queue Management, Advanced Queue Control T

Queue Management - AdvancedMaxACD Administrator Manual 1811. Select any of the following check boxes:• Use Default System Phrases• Queue Position• Ex

Chapter 18: Workgroup Configuration182 MaxACD Administrator Manual• No Action • Disconnect 4. Click OK or Apply.Queue OverflowThe Queue Overflow tab

Application Extension Queue ControlMaxACD Administrator Manual 183Application Extension Queue ControlWhen you select Application Extension in the Que

Chapter 18: Workgroup Configuration184 MaxACD Administrator ManualFigure 18-22. Agent Logout Reason Configuration windowTo require logout reasons, c

Configuring Workgroup Caller IDsMaxACD Administrator Manual 185Figure 18-23. MaxCall caller ID configuration windowEditing Transmitted CIDs1. Select

Chapter 18: Workgroup Configuration186 MaxACD Administrator Manual

MaxACD Administrator Manual 187CHAPTER19Enterprise VoIP Network ManagementThe VoIP-related aspects of a system are configured in Enterprise Manager,

Chapter 19: Enterprise VoIP Network Management188 MaxACD Administrator Manual• Silence Suppression—You can suppress the transmission of data during p

Opening Enterprise ManagerMaxACD Administrator Manual 189 Figure 19-1. Enterprise Manager login screenUser name PasswordLogin Domain Via ServerDomai

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

Chapter 1: Overview10 MaxACD Administrator ManualVoice over IP FeaturesVoIP features include:Codec Profile - Multiple codec profiles with different se

Chapter 19: Enterprise VoIP Network Management190 MaxACD Administrator ManualOverview of Enterprise ManagerConfigure IP Dialing Table, IP Device Rang

Setting VoIP Codec ProfilesMaxACD Administrator Manual 191Figure 19-3. Enterprise Manager Log-in dialog boxEnter the old password, and the new passw

Chapter 19: Enterprise VoIP Network Management192 MaxACD Administrator Manual Figure 19-4. Codec profile setting window in Enterprise ManagerNamed c

Setting VoIP Codec ProfilesMaxACD Administrator Manual 193Make your changes or additions, and click Apply. These are the fields in the Codec configur

Chapter 19: Enterprise VoIP Network Management194 MaxACD Administrator ManualAssigning Codec Profiles to IP AddressesYou can specify what codec profi

Defining the IP Dialing TableMaxACD Administrator Manual 195 Figure 19-6. Enterprise Manager IP Codec tabBy default, all private addresses are set t

Chapter 19: Enterprise VoIP Network Management196 MaxACD Administrator Manual• You must set the VoIP codec profiles.To manage the IP dialing table, c

Configuring DepartmentsMaxACD Administrator Manual 197Configuring DepartmentsDepartments can be defined in Enterprise Manager and added to extensions

Chapter 19: Enterprise VoIP Network Management198 MaxACD Administrator ManualFigure 19-10. Enterprise Manager, Department configurationTo define a d

MaxACD Administrator Manual 199CHAPTER20Redundancy ConfigurationMaxACD for Lync provides for system redundancy (a Redundancy license is required). Tw

CapacitiesMaxACD Administrator Manual 11MaxReports - application that can report an agent’s and workgroup’s operation details, including summary, ana

Chapter 20: Redundancy Configuration200 MaxACD Administrator ManualFigure 20-2. Redundancy model showing Softswitches on two different LANsFor scen

RequirementsMaxACD Administrator Manual 201RequirementsSome system components must be installed on separate servers. This section discusses Voice rec

Chapter 20: Redundancy Configuration202 MaxACD Administrator ManualStep 1: Install the Redundancy ModeratorWe recommend that you install the Redunda

Configuring RedundancyMaxACD Administrator Manual 203Step 2: Configure the Primary ServerNext you will configure settings in MaxACD Administrator.1.

Chapter 20: Redundancy Configuration204 MaxACD Administrator ManualFigure 20-5. HMCP Component configuration dialog box3. Jot down all of these set

Configuring RedundancyMaxACD Administrator Manual 205Figure 20-6. SIPSD and SIP Trunk dialog boxes7. Log into MaxACD on the secondary server and rep

Chapter 20: Redundancy Configuration206 MaxACD Administrator Manual5. Log onto the Lync Server.6. Under Voice Routing, choose the Route tab and conf

General MaintenanceMaxACD Administrator Manual 207Step 8: Configure Switchover AlertsWhile this step is optional, it’s a good practice to have the sy

Chapter 20: Redundancy Configuration208 MaxACD Administrator ManualFigure 20-8. Redundancy Administration window Current Status: Shows which server

General MaintenanceMaxACD Administrator Manual 2091. Shut down the secondary server.2. Shut down the primary server.3. Shut down and then restart the

Chapter 1: Overview12 MaxACD Administrator Manual• Maximum active login agents per workgroup - 256• Total configured agents per system including all w

Chapter 20: Redundancy Configuration210 MaxACD Administrator Manual

MaxACD Administrator Manual 211CHAPTER21System Report ManagementMaxACD provides a System Summary report, an IP Cumulative Traffic Statistics report,

Chapter 21: System Report Management212 MaxACD Administrator ManualThe system summary report displays:• Extension Summary—Configured extensions in th

Using SNMPMaxACD Administrator Manual 213The difference between the Current Resource Statistics window and the IP Cumulative Traffic Statistics windo

Chapter 21: System Report Management214 MaxACD Administrator ManualFigure 21-3. Reports, SMMP Traps Configuration dialog boxConfigure the parameters

Using SNMPMaxACD Administrator Manual 215• Hard disk usage exceeds This trap is sent when hard disk usage of MaxACD transitioning from below threshol

Chapter 21: System Report Management216 MaxACD Administrator Manual• VM server connection down (specific trap). When detecting VM server connection t

MaxACD Administrator Manual 217CHAPTER22Microsoft Exchange IntegrationThis chapter provides step-by-step instructions for configuring Microsoft Excha

Chapter 22: Microsoft Exchange Integration218 MaxACD Administrator ManualWhen You Install MaxACDYou may be installing MaxACD now, or you may have alr

Exchange Integration Configuration StepsMaxACD Administrator Manual 219 Figure 22-2. MaxACD Active Directory 5. Add the user created by the MaxACD i

MaxACD Administrator Manual 13CHAPTER2System Requirements and InstallationThis section describes the following:• Operating System requirements• MaxAC

Chapter 22: Microsoft Exchange Integration220 MaxACD Administrator Manual2. In the Exchange Management Console, create a mailbox for the service acco

When You Create a New Mailbox UserMaxACD Administrator Manual 221Note: The Middle Initial field should be empty for Exchange Server mail accounts in

Chapter 22: Microsoft Exchange Integration222 MaxACD Administrator ManualTo Test Message Delivery to Exchange1. Leave a voice mail for extension 1000

NotesMaxACD Administrator Manual 223To gather trace files1. Log in to MaxACD Administrator, first with the password “jazzy” and then with your own Ad

Chapter 22: Microsoft Exchange Integration224 MaxACD Administrator Manual• If users experience a problem making calls to the Exchange server, make su

Backup and Restore UtilityMaxACD Administrator Manual 225CHAPTER23Tools and ApplicationsMaxACD comes with the following tools and applications for te

Chapter 23: Tools and Applications226 MaxACD Administrator ManualFigure 23-1. System Data Management windowNote: The System Data Management window c

Backup and Restore UtilityMaxACD Administrator Manual 227Scheduling BackupsYou can set up automated backup on a schedule, and you can select the days

Chapter 23: Tools and Applications228 MaxACD Administrator ManualFigure 23-4. Restore Configuration dialog box3. Under Components, select the file g

Number of Admin connectionsInformation on the selected extensionAutomatically refreshes the displaySecurity characteristics to checkMaxACD Admin &

Chapter 2: System Requirements and Installation14 MaxACD Administrator ManualMaxACD Client Applications - System Requirements• IBM/PC AT compatible sy

Chapter 23: Tools and Applications230 MaxACD Administrator Manual2. Click Refresh. Extensions with the selected insecure characteristics will appear

Trace CollectorMaxACD Administrator Manual 231Trace CollectorThe Trace Collector is for use by experienced technicians. It collects trace for diagnos

Chapter 23: Tools and Applications232 MaxACD Administrator ManualCase Number: Enter the AltiGen case number associated with this trace collection act

Voice File ConverterMaxACD Administrator Manual 233gateway machine, this option is hidden (because Trace Collector just needs to collect the trace lo

You can sort by clicking a column headChapter 23: Tools and Applications234 MaxACD Administrator ManualFigure 23-8. Voice Converter dialog boxTo use

Exporting and Importing ExtensionsMaxACD Administrator Manual 235To use Configuration Reader1. Launch Configuration Reader from Start > All Progra

Chapter 23: Tools and Applications236 MaxACD Administrator ManualFigure 23-10. Import Extensions dialog box3. In the Import Extensions dialog box, c

Exporting and Importing ExtensionsMaxACD Administrator Manual 237Figure 23-12. Report showing the extension importThe name of the text file is the s

Chapter 23: Tools and Applications238 MaxACD Administrator ManualAfter finishing importing, a dialog box tells you how many extensions were imported

AltiGen Custom Phrase ManagerMaxACD Administrator Manual 239AltiGen Custom Phrase ManagerThe AltiGen Custom Phrase Manager is a Windows-based applica

Preparation for InstallationMaxACD Administrator Manual 15• Exchange Integration Seat License x 1• MaxCall Seat x 1MaxSupervisor for Lync Licenses (B

Chapter 23: Tools and Applications240 MaxACD Administrator Manual• The drop-down list at the top left displays all the directories of custom phrases

AltiGen Custom Phrase ManagerMaxACD Administrator Manual 241Figure 23-16. New Phrase dialog box3. Enter a name for the phrase.4. Click Start Recordi

Chapter 23: Tools and Applications242 MaxACD Administrator ManualFigure 23-18. Edit Phrase dialog box3. Make your changes to the name and descriptio

MaxACD Administrator Manual 243APPENDIXANetwork PortsIf MaxACD for Lync is behind a firewall/NAT router, you need to open TCP and UDP ports according

Appendix A: Network Ports244 MaxACD Administrator ManualY1 = X1 + Total IP codec channels in GW1 x 2Gateway ID = 2 X2 = BasePort + 512 x 2Y2 = X2 + T

MaxACD Administrator Manual 245APPENDIXBTechnical SupportThis appendix describes AltiGen technical support policy and proceduresEligibility: AltiGen

Appendix B: Technical Support246 MaxACD Administrator Manual

MaxACD Administrator Manual 247IndexSymbols#12, enabling, for language set-ting 79Numerics10 digit dialing area codes 45Aaccess code 100, 101access,

248 MaxACD Administrator Manualdialing patterns, outcall routing 119dialing schemetrunk 101DID numberextension 125, 156distinctive call waiting 131di

MaxACD Administrator Manual 249licenses (table) 14licenses, client, assigning 29line park 140line park, configuration 147location format for trunks 2

Chapter 2: System Requirements and Installation16 MaxACD Administrator ManualFigure 2-1. The HMCP Certification Tool3. Choose the desired codec confi

250 MaxACD Administrator Manualrecordingauto attendant phrases 239configuring call 84configuring on trunk 101file description 83messages 61multiple g

MaxACD Administrator Manual 251uninstalling MAXCS 18unusual voice mail activity notifi-cation 134update prompts 52Use 32user interface 21VView menu 2

Installing MaxACDMaxACD Administrator Manual 17Figure 2-2. MaxACD Installation dialog box• All-in-one (MaxACD + HMCP) System Installation: Select th

Chapter 2: System Requirements and Installation18 MaxACD Administrator Manual• MaxACD Server: Select this option to install MaxACD to the server. You

Lync Front-end Server AdjustmentsMaxACD Administrator Manual 19Lync Front-end Server AdjustmentsDuring installation, you specified the Lync server pr

MaxACD Administrator Manual iContents Chapter 1: Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3MaxACD Features . . . .

Chapter 2: System Requirements and Installation20 MaxACD Administrator Manual

MaxACD Administrator Manual 21CHAPTER3Getting Around MaxACD AdministratorThis chapter gives a brief overview of MaxACD Administrator, the applicatio

Chapter 3: Getting Around MaxACD Administrator22 MaxACD Administrator ManualChanging the PasswordSelect Services > Change Password to open a Chang

The MaxACD Administrator Main WindowMaxACD Administrator Manual 23• System Opens windows where you can configure system settings, softswitch componen

Chapter 3: Getting Around MaxACD Administrator24 MaxACD Administrator ManualStatus BarThe Status Bar at the bottom of the main window displays disk u

The View WindowsMaxACD Administrator Manual 25• The physical ID (including the ID of the component and the gateway ID).Double-click a component to op

Chapter 3: Getting Around MaxACD Administrator26 MaxACD Administrator ManualThe Reset button resets the selected trunk(s) to the idle status if the t

The View WindowsMaxACD Administrator Manual 27Workgroup View WindowThe Workgroup View window displays data and statistics for workgroups:Figure 3-8.

Chapter 3: Getting Around MaxACD Administrator28 MaxACD Administrator Manual Figure 3-9. Current Resource Statistics window Top part of the window C

Assigning Seat-Based Client LicensesMaxACD Administrator Manual 29Setting the Refresh IntervalThe Current Resource Statistics window is updated accor

ii MaxACD Administrator ManualChapter 4: Configuring the MaxACD System . . . . . . . . . . . . 31Setting General Parameters . . . . . . . . . . .

Chapter 3: Getting Around MaxACD Administrator30 MaxACD Administrator ManualPrograms Available from the Windows Start MenuSeveral MaxACD programs are

MaxACD Administrator Manual 31CHAPTER4Configuring the MaxACD SystemThe System Configuration window provides for configuring the MaxACD system-wide se

Chapter 4: Configuring the MaxACD System32 MaxACD Administrator ManualSetting General ParametersUse the General tab in the System Configuration windo

MaxACD Administrator Manual 33Configuring Lync Mediation PoolTo configure a Lync mediation pool, use the General tab in the System Configuration wind

Chapter 4: Configuring the MaxACD System34 MaxACD Administrator ManualFigure 4-2. Configure Lync Mediation Server address2. Log onto the Lync Server

Setting a System Number PlanMaxACD Administrator Manual 35Figure 4-4. Enterprise Manager Server tabSetting a System Number PlanThe system number pla

Chapter 4: Configuring the MaxACD System36 MaxACD Administrator ManualFigure 4-5. System Configuration, Number Plan tabUse the Number Plan tab to sp

Setting a System Number PlanMaxACD Administrator Manual 37DID Number LengthThe number of digits needed to match a DID (Direct Inward Dialing) number.

Chapter 4: Configuring the MaxACD System38 MaxACD Administrator ManualExtension Dialed Digit TranslatorNote: This feature is intended for, but not li

Setting Business HoursMaxACD Administrator Manual 39Setting Business HoursThe Business Hours tab contains group boxes for setting the business hours

MaxACD Administrator Manual iiiMaking Auto Attendant Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Phrase Management . .

Chapter 4: Configuring the MaxACD System40 MaxACD Administrator ManualTo access the Business Hours settings, select System > System Configuration,

Routing Calls on HolidaysMaxACD Administrator Manual 41For each business hour profile, set the business schedule parameters as follows:Parameter Desc

Chapter 4: Configuring the MaxACD System42 MaxACD Administrator ManualFigure 4-10. System Configuration, Holiday tabMultiple Holiday Profiles can be

Defining System Call RestrictionsMaxACD Administrator Manual 43Figure 4-12. Add Holiday dialog boxThe holiday you added appears in the Holiday list.

Chapter 4: Configuring the MaxACD System44 MaxACD Administrator Manual• Restrict other system users from hopping-off to make an outbound call via a t

Creating Account CodesMaxACD Administrator Manual 45Setting Unrestricted Area CodesTo add or remove “local” call definitions (including calls that be

Chapter 4: Configuring the MaxACD System46 MaxACD Administrator ManualTo access the Account Code tab, select System > System Configuration, then c

Setting up Call ReportsMaxACD Administrator Manual 47• How you want the system to manage an internal CDR database.To set up Call Reports, select Syst

Chapter 4: Configuring the MaxACD System48 MaxACD Administrator ManualFollow these guidelines:• The SQL database cannot be on the same server as the

If your system is not in North America, The Automatic Dialing Plan Rules button is available.Country-Relevant SettingsMaxACD Administrator Manual 49F

iv MaxACD Administrator ManualAdding and Deleting DNIS Route Entries . . . . . . . . . . . . . . . . . . . . . . . . 112Configuring DNIS Routing .

Chapter 4: Configuring the MaxACD System50 MaxACD Administrator ManualFigure 4-18. Automatic Dialing Plan Rules dialog boxDefine the Local Plan, Dom

Audio Peripheral ConfigurationMaxACD Administrator Manual 51Figure 4-19. System Configuration, Audio Peripheral tabConfiguring Music On Hold and Rec

Chapter 4: Configuring the MaxACD System52 MaxACD Administrator ManualTo configure music on hold to play a file1. Check Enable Callers on Hold or in

MaxACD Administrator Manual 53CHAPTER5Media Server ManagementWhen MaxACD and HMCP media server are installed in different machines, you will perform

Chapter 5: Media Server Management54 MaxACD Administrator ManualFigure 5-1. Softswitch Component Configuration window, Media Server/Gateway tabSettin

Adding and Attaching a Media ServerMaxACD Administrator Manual 55Adding and Attaching a Media ServerCaution! Always try to attach a media server when

Chapter 5: Media Server Management56 MaxACD Administrator Manual1. Select the media server you want to detach.2. Click the Detach button. You are aske

HMCP Configuration ToolMaxACD Administrator Manual 57Figure 5-4. HMCP Configuration ToolThe window displays media server settings, product version,

Chapter 5: Media Server Management58 MaxACD Administrator Manual

MaxACD Administrator Manual 59CHAPTER6Voice Mail ConfigurationUse the Voice Mail Configuration window to control the following:• How the system proce

MaxACD Administrator Manual vChapter 17: Line Park Configuration . . . . . . . . . . . . . . . . . .147Implementation notes . . . . . . . . . . . .

Chapter 6: Voice Mail Configuration60 MaxACD Administrator ManualFigure 6-1. Voice Mail Configuration, Messaging tabSetting Message Notification Retr

Managing MessagesMaxACD Administrator Manual 61Setting Message Management OptionsSet voice mail message confirmation and warning parameters:Parameter

Chapter 6: Voice Mail Configuration62 MaxACD Administrator ManualSetting E-mail Messaging Options To use the MaxACD e-mail services, configure the fol

Creating Distribution ListsMaxACD Administrator Manual 63Figure 6-2. Voice Mail Configuration, Voice Mail Distribution List tabDefining a Distributi

Chapter 6: Voice Mail Configuration64 MaxACD Administrator Manual

MaxACD Administrator Manual 65CHAPTER7Auto Attendant ConfigurationThe auto attendant (AA) feature provides quick and courteous processing of all inco

Chapter 7: Auto Attendant Configuration66 MaxACD Administrator Manualrecord custom phrases, use pre-recorded phrases and use professionally recorded p

Adding Auto AttendantsMaxACD Administrator Manual 67To add an AA beyond the first 16:Click the AA Configuration button, or select System > AA Conf

Chapter 7: Auto Attendant Configuration68 MaxACD Administrator ManualConfiguringing Auto AttendantsTo configure an AA, click the AA Configuration butt

Configuringing Auto AttendantsMaxACD Administrator Manual 69• Third step—Set Call Priority for MaxACD priority queuing. You can assign a priority num

vi MaxACD Administrator ManualQueue Management - Advanced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179Announcement . . . . . .

Chapter 7: Auto Attendant Configuration70 MaxACD Administrator ManualCollecting DigitsWhen a caller selects the "Collect Digits" action item

Configuringing Auto AttendantsMaxACD Administrator Manual 71Figure 7-4. Collect digits dialog box• Text Tag—a tag name, which is critical for the fo

Chapter 7: Auto Attendant Configuration72 MaxACD Administrator ManualPhrase ManagementYou might want to record unique phrases to customize an AA or a

Phrase ManagementMaxACD Administrator Manual 73Using Professionally Recorded PhrasesRecording studios such as Worldly Voices provide professionally r

Chapter 7: Auto Attendant Configuration74 MaxACD Administrator Manual

MaxACD Administrator Manual 75CHAPTER8Multilingual ConfigurationMaxACD supports multiple language prompts (8 languages total) for trunk calls and ext

Chapter 8: Multilingual Configuration76 MaxACD Administrator Manual• In the Extension Configuration screen, choose an available language for the inter

Configuring for a Multilingual SystemMaxACD Administrator Manual 77Configuring for a Multilingual SystemTo configure MaxACD as a multilingual system,

Chapter 8: Multilingual Configuration78 MaxACD Administrator Manual4. Click OK.5. Repeat these steps for each language you want to add.The contents of

Configuring the ExtensionMaxACD Administrator Manual 79Note: This configuration is on top of the regular AA configuration. The system will execute th

MaxACD Administrator Manual viiWhen You Create a New Mailbox User . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221Testing for Synchroniz

Chapter 8: Multilingual Configuration80 MaxACD Administrator ManualTo configure feature code #12 for language selection:1. Check the Language Selectio

Which Language Will Be Used?MaxACD Administrator Manual 81Figure 8-7. Configuring the language setting in DNISSee “DNIS Routing” on page 111 for rul

Chapter 8: Multilingual Configuration82 MaxACD Administrator Manual

MaxACD Administrator Manual 83CHAPTER9Call Recording ConfigurationTo use the centralized call recording function, make sure the following requirement

Chapter 9: Call Recording Configuration84 MaxACD Administrator ManualConfiguring Call RecordingTo configure system-wide call recording, including cent

Configuring Call RecordingMaxACD Administrator Manual 85c. FTP Path—Enter the directory that the files will be transmitted to on the FTP server.d. Pa

Chapter 9: Call Recording Configuration86 MaxACD Administrator Manual

MaxACD Administrator Manual 87CHAPTER10Application Extension ConfigurationThe application extension is an extension pilot number that allows an SDK-b

Chapter 10: Application Extension Configuration88 MaxACD Administrator ManualFigure 10-1. Application Extension Configuration windowTo set up an appl

Application InformationMaxACD Administrator Manual 89• AA—select the auto attendant number to use in the drop-down list under the option. AA settings