Altigen MaxOutlook User manual

MaxOutlook™

Manual

MAX Communication Server

Release 6.7

May 2012

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.

reserved.

MaxOutlook Manual iii

Contents

CHAPTER 1

About MaxOutlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

CHAPTER 2

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Installing MaxOutlook on a Client System . . . . . . . . . . . . . . . . . . . . 4

Uninstalling MaxOutlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

CHAPTER 3

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

IP Extensions Using IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

When Connection Is Broken . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Overview of the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Call Handling Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Call Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Tabbed Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Changing Activity Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Recording Activity Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Turning Do Not Disturb On and Off . . . . . . . . . . . . . . . . . . . . . . . . 16

Searching in the Tabbed Windows . . . . . . . . . . . . . . . . . . . . . . . . . 16

Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Performing Other Microsoft Outlook Tasks . . . . . . . . . . . . . . . . . . 20

Returning to MaxOutlook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Exiting and Restarting MaxOutlook . . . . . . . . . . . . . . . . . . . . . . . . 21

CHAPTER 4

Handling Calls with MaxOutlook . . . . . . . . . . . . . . . . . . . . . 23

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

iv MaxOutlook Manual

Dialing Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Shortcut-Key Dialing and Smart Tag Dialing . . . . . . . . . . . . . . . 24

Dialing Speed Dial Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Redialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Using Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Station Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Working in the MeetMe Conference Window . . . . . . . . . . . . . . . 33

Creating a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

E-mailing a Meeting Invitation. . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Starting and Stopping a Meeting. . . . . . . . . . . . . . . . . . . . . . . . . 39

What the MeetMe Conference Host Can Do . . . . . . . . . . . . . . . 40

Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . . 40

Joining a MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Dealing with Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Save at Remote Server or Export Locally. . . . . . . . . . . . . . . . . . 45

Deleting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Returning a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

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

Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Monitoring the Activity of Other Extensions . . . . . . . . . . . . . . . . . . 47

Choosing Extensions to Monitor . . . . . . . . . . . . . . . . . . . . . . . . . 47

Reading the Monitor List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Calling a Monitored Extension . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Using the Contacts Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

CHAPTER 5

Configuring MaxOutlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Configuring Microsoft Office programs to display the Max Smart

Tag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

MaxOutlook Manual v

Enabling / Disabling the Max Smart Tag in Internet Explorer . . . 53

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

One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Before You Set Up ONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

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

Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Working with Voice Mail Groups (Distribution Lists) . . . . . . . . . . 62

Working on Voice Mail Group Lists . . . . . . . . . . . . . . . . . . . . . . . 62

Call Alert Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

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

CRM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Tab Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

CHAPTER 6

Using MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Logging in to MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

The MaxCall Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Using a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Recording a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Reviewing a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

APPENDIX A

Errors and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . 75

Troubleshooting IP Connectivity from a Remote Location . . . . . 76

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

vi MaxOutlook Manual

MaxOutlook Manual 1

Overview

HAPTER

About MaxOutlook

MaxOutlook is a version of AltiGen’s MaxCommunicator call management

software. MaxOutlook is integrated into Microsoft Outlook (Outlook 2007 or

2010). It runs with MAX Communication Server ACC or ACM 6.7 or later

systems. MaxOutlook users can access, configure, and perform several of

the system’s PBX functions directly from within Outlook, including call

handling, call forwarding, voice messaging, extension monitoring,

conferencing, and One Number Access.

Like MaxCommunicator, MaxOutlook allows you to obtain phone numbers

to dial from a Microsoft Outlook Contact list. MaxOutlook 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.

Note: Unlike MaxCommunicator, MaxOutlook does not support Outlook

Express, ACT! or GoldMine® contact management

Licensing

The following AltiGen licenses are required:

•MaxOutlook 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.

•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.

Limitations

•After installing MaxOutlook, launch Outlook right away to enable

MaxOutlook, otherwise MaxOutlook might not load. MaxAgent and/or

MaxCommunicator must not be running while you do this.

2MaxOutlook Manual

•If you also use MaxCommunicator and/or MaxAgent, and Outlook

integration is enabled in those programs (in their Configuration >

Integration screen), always open Outlook first, before opening

MaxCommunicator or MaxAgent. Otherwise MaxOutlook may not load.

For example, suppose you don’t want to run Outlook in a given

session or period of time but you do open MaxCommunicator

and/or MaxAgent, and then later you need Outlook. Before

opening Outlook, you must close MaxCommunicator and

MaxAgent completely, or MaxOutlook may not load. After

Outlook is open, you may again open MaxAgent or

MaxCommunicator.

MaxOutlook Manual 3

Installation

HAPTER

Installation

The client system must meet the following minimum requirements.

•IBM/PC AT compatible system

•2 GHz CPU or above

•Windows XP Professional or Windows Vista Business Edition SP 1 (32-

bit or 64-bit) or Windows 7 (32-bit or 64-bit)

•2 GB available hard drive disk space

•512 MB RAM

•SVGA monitor 1024 x 768 (or 800 x 600) with 256 color display, or

better

•Keyboard and mouse

•A sound card in the computer, if using IPTalk

•MAX Communication Server ACC 6.7 or MAX Communication Server

ACM 6.7 running on a server accessible to this client.

•Microsoft Outlook 2007 or 2010 installed

Note: The 64-bit version of Microsoft Outlook is not supported.

Pre-Installation Checklist

Before installing MaxOutlook, make sure the following is done:

•MAX Communication Server ACC 6.7 or MAX Communication Server

ACM 6.7 has been installed on the system server.

•TCP/IP is enabled on both machines.

•The client is able to connect to the server on the network.

•The person installing MaxOutlook has local or domain administrator

rights on the client computer.

•The extension affiliated with the client PC has a MaxCommunicator

Seat License assigned to it, or there is a MaxCommunicator Session

License installed in the MAXCS system.

•Outlook 2007 or 2010 is installed on the client computer

4MaxOutlook Manual

Installing MaxOutlook on a Client System

When the above items are done, follow these steps on the client machine:

1. Close all Windows applications.

2. Insert the MAX Communication Server 6.7 Clients CD into the CD ROM

drive.

3. Open the MaxOutlook folder on the CD, and run the Setup program,

following the instructions on the screen.

4. When installation is complete, launch Microsoft Outlook. A message

may prompt whether to install this customization.

5. Click Install. MaxOutlook completes its installation.

Alternative installation: If your system administrator has loaded MaxOutlook

on a shared network server, you can copy the files in the MaxOutlook folder

to your desktop computer, and run the MaxOutlook Setup program.

Uninstalling MaxOutlook

1. From the Windows Start menu, select Control Panel > Add/Remove

Programs > MaxOutlook 6.7 to uninstall MaxOutlook.

2. Click Remove, and respond to any additional prompts.

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