Altigen MaxCommunicator User manual

MaxCommunicator™

Manual

MAX Communication Server

Release 6.0

Update2

4/2009 4503-0001-6.0 Update2

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.

4555 Cushing Pkwy.

Fremont, CA 94538

Telephone: 510-252-9712

Fax: 510-252-9738

E-mail: [email protected]

Web site: www.altigen.com

TRADEMARKS

MAX Communication Server, MaxAdministrator, MaxCommunicator,

MaxAgent, MaxSupervisor, MaxInSight, 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 4503-0001-6.0 Update2

MaxCommunicator Manual iii

Contents

Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii

CHAPTER 1

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

New in Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

New in Release 6.0, Update 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . 3

ACT!/GoldMine® Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

CHAPTER 2

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

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

Installing MaxCommunicator on a Client System . . . . . . . . . . . . . . 5

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

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

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

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

iv MaxCommunicator Manual

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

Changing Activity Status and Recording Activity Greetings . . . . 16

Turning Do Not Disturb On and Off . . . . . . . . . . . . . . . . . . . . . . . 17

Minimizing and Exiting MaxCommunicator . . . . . . . . . . . . . . . . 17

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

Using the Windows Tray Phone Icon . . . . . . . . . . . . . . . . . . . . . . 18

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

Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

CHAPTER 4

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

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

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

Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

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

Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

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

Station Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Working in the MeetMe Conference Window. . . . . . . . . . . . . . 34

Creating a Meeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

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

MaxCommunicator Manual v

Attaching a Note. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

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

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

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

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

Calling or Picking Up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

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

CHAPTER 5

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

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

Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Other General Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Before You Set Up ONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Setting Up One Number Access. . . . . . . . . . . . . . . . . . . . . . . . . 58

Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Working with Voice Mail Groups (Distribution Lists) . . . . . . . 61

Working on Voice Mail Group Lists . . . . . . . . . . . . . . . . . . . . . 61

Call Alert Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

CRM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Tab Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Theme Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Appendix A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71

Errors and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Troubleshooting IP Connectivity from a Remote Location . . . . 72

Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73

vi MaxCommunicator Manual

MaxCommunicator Manual vii

Warranty

What The Warranty Covers

AltiGen Communications warrants its hardware products to be free from defects in material

and workmanship during the warranty period. If a product proves to be defective in material

or workmanship during the warranty period, AltiGen Communications will, at its sole option,

repair, refund or replace the product with a like product.

How Long the Warranty Is Effective

All AltiGen Communications products are warranted for one year for all parts from the date

of the first end user purchase.

Whom the Warranty Protects

This warranty is valid only for the first end user purchaser.

What the Warranty Does Not Cover

1. Any product on which the serial number has been defaced, modified or removed.

2. Damage, deterioration or malfunction resulting from:

a) Accident, misuse, neglect, fire, water, lightning, or other acts of nature,

unauthorized product modification, or failure to follow instructions supplied with

the product.

b) Repair or attempted repair by anyone not authorized by AltiGen Communications.

c) Any damage of the product due to shipment.

d) Removal or installation of the product.

e) Causes external to the product, such as electric power fluctuations or failure.

f) Use of supplies or parts not meeting AltiGen Communications’ specifications.

g) Normal wear and tear.

h) Any other cause which does not relate to a product defect.

3. Shipping, installation, set-up and removal service charges.

How to Obtain Service

End user customers should contact your Authorized AltiGen Dealer for service.

Authorized AltiGen Dealers must follow the steps below for service:

viii MaxCommunicator Manual

1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen

Communications, Inc.

All materials being returnedto AltiGenmust have an associatedRMA number.RMA numbers

are issued by AltiGen Technical Support and can be obtained by calling 1-888-258-4436 or

faxing an RMA form to 510-252-9738, attention Technical Support. AltiGen reserves the right

to refuse return of any material that does not have an RMA number. The RMA number should

be clearly marked on the outside of the box in which the material is being returned. For

example:

Attn.: RMA #123

AltiGen Communications, Inc.

4555 Cushing Pkwy.

Fremont CA 94538

Upon authorization of return, AltiGen will decide whether the malfunctioning product

will be repaired or replaced.

2. To obtain warranty service, you will be required to provide:

a) the date and proof of purchase

b) serial number of the product

c) your name and company name

d) your shipping address

e) a description of the problem.

3. For additional information contact your AltiGen Dealer or AltiGen Communications, Inc.

Effect of State Law

This warranty gives you specific legal rights, and you may also have other rights which vary

from state to state. Some states do not allow limitations on implied warranties and/or do not

allow the exclusion of incidental or consequential damages, so the above limitations and

exclusions may not apply to you.

Sales Outside the U.S.A.

For AltiGen Communications products sold outside of the U.S.A., contact your AltiGen

Communications dealer for warranty information and services.

MaxCommunicator Manual 1

Overview

HAPTER

About MaxCommunicator

MaxCommunicator is call management software for the general desktop

PC user, replacing AltiGen’s AltiView. It runs with the MAX

Communication Server ACC or ACM 6.0 or later systems.

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®forcallerscreenpopsanddialing

out from these applications.

New in Release 6.0

• A Microsoft .NET-based graphical user interface, giving the ability to:

• Drag and drop calls to transfer or conference

• Customize the command button bar and tabbed pages

• Open tabbed pages as separate windows

• Rearrange columns

• Use the keyboard arrow and tab buttons to move from option to

option, as well as selecting by a click

• Drag and dock parts of MaxCommunicator

• Microsoft Office Communications Server (OCS) integration

• E.164 support for call history and return calls

• E.164 number support when dialing from Outlook

• A department field is displayed in the Directory and Monitor tabs

New in Release 6.0, Update 1

• User can log in as a virtual extension, a workgroup or a huntgroup, as

well as a physical extension.

2MaxCommunicator Manual

• In a redundancy configuration, reconnection is automatic and

transparent if the switch from the primary to the backup Softswitch is

completed within 15 seconds.

• When MaxCommunicator is shrunk and a call is put on hold, the

number flashes. Clicking the number reconnects to the call. If a new

call comes in while a call is on hold, MaxCommunicator changes to

normal size automatically.

•TheUnhold button is removed from the toolbar choices.

• Sorting is changed slightly: If you click a column heading to sort, and

all the data in that column is the same, MaxCommunicator keeps the

sort order of thepreviously clicked column. Inaddition, each tab’s sort

order is retained at the next login.

• The inbound call alert window closes when the call goes to connect

state or the caller hangs up before the call is answered.

• When voice mail is being played, the call control window shows Play

VM in the State field and the duration of the play in the Duration

field.

• When the extension is set to forward all calls, MaxCommunicator

shows the target on the status bar: FWD VM, FWD Operator, FWD

<outside number\extension>, FWD AA, or FWD Line Park.

• MaxCommunicator shuts down automatically when Microsoft

Windows is shut down.

• WhentheuserlaunchesMaxCommunicator,itis openedwiththesame

window size and location it had at the last shutdown.

•Contacts tab enhancements:

•AnOCS Presence field is added.

• Company name is retrieved from ACT! and Goldmine, as well as

from Microsoft Outlook and Outlook Express.

• Microsoft Office Outlook security check dialog box no longer

appears when the user is accessing contact e-mail andIM addresses.

•Directory tab enhancements:

•AnActivity field is added and is updated in real time for local

extensions. The field is empty for remote extensions.

• When an extension name is changed, it is updated in real time in the

Extension Name field.

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