Altigen MaxCommunicator User manual

MaxCommunicator™

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

MaxCommunicator Manual iii

Contents

CHAPTER 1

About MaxCommunicator . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

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

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

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

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

CHAPTER 2

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

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

Installing MaxCommunicator on a Client System . . . . . . . . . . . . . . 6

Uninstalling MaxCommunicator . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

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

Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

CHAPTER 3

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

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

Version Mismatch Dialog Box. . . . . . . . . . . . . . . . . . . . . . . . . . 10

Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

IP Extensions Using IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

When Connection Is Broken . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

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

Click a Number to Make a Call . . . . . . . . . . . . . . . . . . . . . . . . . 13

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

Toolbar Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Call Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Tabbed Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Changing Activity Status and Recording Activity Greetings . . . . 17

Turning Do Not Disturb On and Off . . . . . . . . . . . . . . . . . . . . . . . 18

iv MaxCommunicator Manual

Minimizing and Exiting MaxCommunicator . . . . . . . . . . . . . . . . 18

Shrinking MaxCommunicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Using the Windows Tray Phone Icon . . . . . . . . . . . . . . . . . . . . . . 19

Searching in the Tabbed Windows . . . . . . . . . . . . . . . . . . . . . . . . 19

Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

CHAPTER 4

Handling Calls with MaxCommunicator . . . . . . . . . . . . . . .25

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Dialing Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Shortcut-Key Dialing and Smart Tag Dialing . . . . . . . . . . . . . . 27

Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Station Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Working in the MeetMe Conference Window. . . . . . . . . . . . . . 35

Creating a Meeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . 40

Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . . 41

What the MeetMe Conference Host Can Do . . . . . . . . . . . . . . . 41

Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . 42

Joining a MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Dealing with Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Save at Remote Server or Export Locally . . . . . . . . . . . . . . . . . 46

Deleting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Returning a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Attaching a Note. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

MaxCommunicator Manual v

Monitoring the Activity of Other Extensions . . . . . . . . . . . . . . . . 48

Choosing Extensions to Monitor . . . . . . . . . . . . . . . . . . . . . . . . 48

Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Calling or Picking Up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Using the Contacts Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

CHAPTER 5

Configuring Your MaxCommunicator . . . . . . . . . . . . . . . . .53

General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Before You Set Up ONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Setting Up One Number Access. . . . . . . . . . . . . . . . . . . . . . . . . 60

Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Working with Voice Mail Groups (Distribution Lists) . . . . . . . 63

Working on Voice Mail Group Lists . . . . . . . . . . . . . . . . . . . . . 64

Call Alert Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

CRM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Tab Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Theme Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

CHAPTER 6

Using MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73

Logging in to MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

The MaxCall Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Using a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Recording a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Reviewing a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

vi MaxCommunicator Manual

CHAPTER 7

MaxCommunicator in Microsoft Office Communicator . .77

Installing MaxCommunicator for OCS . . . . . . . . . . . . . . . . . . . . . 77

Using MaxCommunicator in Office Communicator . . . . . . . . . . . 78

Calling an Extension from Office Communicator . . . . . . . . . . . . . 82

Appendix A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83

Errors and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Troubleshooting IP Connectivity from a Remote Location. . . . 84

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85

MaxCommunicator Manual 1

Overview

HAPTER

About MaxCommunicator

MaxCommunicator is call management software for the general desktop

PC user. It runs with the MAX Communication Server ACC or ACM

system. MaxCommunicator users can access, configure, and perform

several of the system’s PBX functions directly from the desktop, including

call handling, call forwarding, voice messaging, extension monitoring,

conferencing, and One Number Access.

In addition, MaxCommunicator integrates with Microsoft Outlook and

OutlookExpress,ACT!,andGoldMine®forcallerscreenpopsand dialing

out from these applications.

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.

•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.

2MaxCommunicator Manual

•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

MaxCalllicensemustbeassignedtoyourextensionbeforeyoucansee

the MaxCall tab.

Microsoft Outlook and Outlook Express

Support

MaxCommunicator 6.5 Update1 supports Microsoft Outlook 2003 and

2007, 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.

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

ACT!/GoldMine® Support

MaxCommunicator 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. MaxCommunicator also lets you see the matching record

from the contact database list of the incoming calls.

Note: Before ACT! can work with MaxCommunicator, you MUST

install the ACT! Plugin.

Note: ACT! and Goldmine are not supported in MaxCommunicator for

OCS, described in “MaxCommunicator in Microsoft Office

Communicator” on page 77.

Licensing

The following AltiGen licenses are required:

• MaxCommunicator requires a MaxCommunicator seat license for

each user, or a MaxCommunicator 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.

MaxCommunicator Manual 3

Overview

• 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.

4MaxCommunicator Manual

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