Altigen MaxAgent User manual

MaxAgent™

Manual

MAX Communication Server

Release 6.5 Update1

12/2009 4503-0001-6.5 Update1

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., has designed security features into its products, it

is your sole responsibility to use the security features and to establish

security practices within your company, including training, security

awareness, and call auditing.

NOTICE

While every effort has been made to ensure accuracy, AltiGen

Communications, Inc., will not be liable for technical or editorial errors or

omissions contained within the documentation. The information contained

in this documentation is subject to change without notice.

This documentation may be used only in accordance with the terms of the

AltiGen Communications, Inc., License Agreement.

AltiGen Communications, Inc.

410 East Plumeria Dr.

San Jose, CA 95134

Telephone: 888-AltiGen (258-4436)

Fax: 408-597-9020

E-mail: [email protected]

Web site: www.altigen.com

TRADEMARKS

MAX Communication Server, MaxAdministrator, MaxCommunicator,

MaxAgent, MaxSupervisor, MaxInSight, MaxOutlook, MaxCall,

Enterprise Manager, AltiServ, AltiLink, AltiConsole, VRPlayer,

Zoomerang, IPTalk, Alti-Mobile Extension, InTouch Dialer, AltiReport,

and SuperQ are trademarks or registered trademarks of AltiGen

Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

Part Number 4503-0001-6.5 Update1

MaxAgent Manual i

Contents

Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i

CHAPTER 1

About MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

New in Release 6.5 Update1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . 2

ACT!/GoldMine® Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

CHAPTER 2

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Installing MaxAgent on a Client System . . . . . . . . . . . . . . . . . . . . . 6

Uninstalling MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

CHAPTER 3

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Version Mismatch Dialog Box. . . . . . . . . . . . . . . . . . . . . . . . . . 11

Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

IP Extensions Using IP Talk. . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

When Connection Is Broken . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Overview of the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Toolbar Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Call Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Tabbed Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Changing Activity Status and Recording Activity Greetings . . . . 18

Setting Status to Ready or Not Ready . . . . . . . . . . . . . . . . . . . . . . 19

ii MaxAgent Manual

Turning Do Not Disturb On and Off . . . . . . . . . . . . . . . . . . . . . . . 19

Log Out or Change Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Minimizing and Exiting MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . 20

Shrinking MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Using the Windows Tray Phone Icon . . . . . . . . . . . . . . . . . . . . . . 21

Searching in the Tabbed Windows . . . . . . . . . . . . . . . . . . . . . . . . 21

Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

CHAPTER 4

Using MaxAgent as a Workgroup Agent . . . . . . . . . . . . . . .27

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Dialing Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Shortcut-Key Dialing and Smart Tag Dialing . . . . . . . . . . . . . . 29

Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Using Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Displaying a Note on the IP Phone LCD . . . . . . . . . . . . . . . . . . 33

Making Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Station Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Working in the MeetMe Conference Window. . . . . . . . . . . . . . 38

Creating a Meeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . 43

Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . . 44

What the MeetMe Conference Host Can Do . . . . . . . . . . . . . . . 44

Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . 45

Joining a MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Checking Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Dealing with Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Save at Remote Server or Export Locally . . . . . . . . . . . . . . . . . 49

Deleting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

MaxAgent Manual iii

Returning a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Attaching a Note. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Forwarding Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Monitoring the Activity of Other Extensions/Workgroups . . . . . . 51

Choosing Workgroups to Monitor . . . . . . . . . . . . . . . . . . . . . . . 52

Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Calling or Picking Up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Adding Your Contacts to MaxAgent . . . . . . . . . . . . . . . . . . . . . . . 55

Checking Workgroup Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Viewing Your Workgroup Performance . . . . . . . . . . . . . . . . . . . . 56

Viewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Pick Up Calls from Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Using ActiveX Control with Third Party Applications . . . . . . . . . 58

CHAPTER 5

Configuring Your MaxAgent . . . . . . . . . . . . . . . . . . . . . . . .59

Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Before You Set Up ONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Setting Up One Number Access. . . . . . . . . . . . . . . . . . . . . . . . . 66

Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Working with Voice Mail Groups (Distribution Lists) . . . . . . . 69

Working on Voice Mail Group Lists . . . . . . . . . . . . . . . . . . . . . 70

Call Alert Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

CRM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Tab Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Theme Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

CHAPTER 6

Using MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81

Logging in to MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

iv MaxAgent Manual

The MaxCall Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Using a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Recording a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Reviewing a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

CHAPTER 7

MaxAgent in Microsoft Office Communicator . . . . . . . . . .85

Installing MaxAgent for OCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Using MaxAgent in Office Communicator . . . . . . . . . . . . . . . . . . 86

Calling an Extension from Office Communicator . . . . . . . . . . . . . 90

Appendix A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93

Errors and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Troubleshooting IP Connectivity from a Remote Location. . . . 94

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

MaxAgent Manual 1

Installation

HAPTER

About MaxAgent

MaxAgent is a Windows desktop application designed to improve the

performance of workgroup and call center agents in a MAX

Communication Server ACC/ACM (MAXCS) environment.

MaxAgent allows workgroup agents to manage workgroup calls from their

computers. It allows direct access to call handling and other functions,

including the following:

• Viewing caller data (for example, IP address, account number, credit

card number, name, and so on) sent with an incoming call

• Viewing queue data and other workgroup-related statistics, agent’s

performance, and member login/logout

• Exporting and printing workgroup queue and performance data

• Setting up group meetings

In addition, MaxAgent integrates with Microsoft Outlook and Outlook

Express,ACT!,andGoldMine®forcallerscreenpopsand dialing outfrom

these applications.

Call information can be stored to an internal or external CDR database for

future review and analysis.

New in Release 6.5 Update1

The following features are new in Release 6.5 Update1:

•Dialing Using Smart Tags—Phone numbers that appear in Internet

Explorer and Microsoft Office programs can be dialed through your

active MaxAgent/MaxCommunicator/MaxOutlook by either clicking

an icon (in Internet Explorer) or choosing Dial by MaxClient from a

Smart Tag (in Microsoft Office programs). Requires configuration on

the MaxAgent/MaxCommunicator/MaxOutlook’s Configuration >

General screen and in each Microsoft Office program.

2MaxAgent Manual

•Dialing Using Shortcut Keys—You can select a phone number from

any window, for example, Internet Explorer, Microsoft Word, Excel,

Notepad, and so on, and then dial that phone number by pressing two

or three keys you define for this task. Requires configuration on the

MaxAgent/MaxCommunicator/MaxOutlook’s Configuration >

General screen (Select-n-Dial option).

•Automatic Dialing—Any phone number you dial using a Smart Tag

or the Select-n-Dial method can be dialed automatically, or you can

choose to simply have that phone number put in the dialer box.

Configure this option on the Configuration > General screen.

•MaxCall—Allows you to hand over an outgoing connected call to the

MAXCS system so that it can play a pre-recorded message to the call,

for example a marketing campaign script. This frees your extension to

make the next call. This feature is available on the MaxCall tab. A

MaxCalllicensemustbeassignedto your extensionbeforeyou can see

the MaxCall tab.

MicrosoftOutlookandOutlookExpressSupport

MaxAgent 6.5 Update1 supports Microsoft Outlook 2003 and 2007,

allowing you to obtain phone numbers to dial from a Microsoft Outlook

Contact list. MaxAgent also lets you see the incoming calls that have a

matching record in the Contact list.

You must set up the Outlook Contacts list prior to using this feature.

ACT!/GoldMine® Support

MaxAgent 6.5 Update1 supports ACT! 2006, 2007, 2009, 2010 and

GoldMine® 6.5, 6.7, and 7.0 contact management software, allowing you

to obtain phone numbers to dial from the ACT! or GoldMine® contact

database list. MaxAgent also lets you see the matching record from the

contact database list of the incoming calls.

Note: Before ACT! can work with MaxAgent, you MUST install the

ACT! Plugin.

Note: ACT! and Goldmine are not supported in MaxAgent for OCS,

described in “MaxAgent in Microsoft Office Communicator” on

page 85.

MaxAgent Manual 3

Installation

Licensing

The following AltiGen licenses are required:

• MaxAgent requires a MaxAgent seat license for each user, or a

MaxAgent session license.

• The IPTalk feature requires an IPTalk license for each user, or an

IPTalk session license.

• 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 verify seat licenses in MaxAdministrator by

selecting License > Client SEAT License Management from the main

menu.

4MaxAgent Manual

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