Table of Contents
Troubleshooting
Related Manuals for Altigen MaxCommunicator
Summary of Contents for Altigen MaxCommunicator
- Page 1 MaxCommunicator™ Manual MAX Communication Server Release 6.0 6/2008 4503-0001-6.0...
- Page 2 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.
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Page 3: Table Of Contents
Tabbed Pages ........13 MaxCommunicator Manual... - Page 4 Attaching a Note........42 Forwarding Voice Mail ....... 42 iv MaxCommunicator Manual...
- Page 5 Index ..........67 MaxCommunicator Manual...
- Page 6 MaxCommunicator Manual...
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Page 7: Warranty
Any other cause which does not relate to a product defect. 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: MaxCommunicator Manual... - Page 8 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. viii MaxCommunicator Manual...
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Page 9: Hapter
• 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 MaxCommunicator Manual... -
Page 10: Microsoft Outlook And Outlook Express Support
• The IPTalk feature requires an IPTalk license for each user. • ACT! and GoldMine integration require an Integration Connector license for each user. A system administrator can verify the licenses in MaxAdministrator by selecting License > Client License Management from the main menu. 2 MaxCommunicator Manual... -
Page 11: Hapter
• The person installing MaxCommunicator has local administrator rights on the client PC. • The client PC has a MaxCommunicator Seat License assigned to it. Installing MaxCommunicator on a Client System When the above items are done, follow these steps on the client machine: MaxCommunicator Manual... -
Page 12: Uninstalling Maxcommunicator
Automatic upgrade over the Internet requires the sending of 15 MB files over the WAN, which may take some time, to perform the automatic update. Downgrade Procedure Go to Control Panel > Add/Remove Programs and remove the MaxCommunicator 6.0 program and ALL OTHER 6.0 client 4 MaxCommunicator Manual... - Page 13 (including AltiAgent, AltiSupervisor, AltiConsole and CDR Search). Reboot your system. Install the earlier software. MaxCommunicator Manual...
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Page 15: Hapter
If this is your first login to this MAX Communication Server ACC/ ACM system, enter the system server’s IP address or the name of the system server you will be using. To obtain the server name or IP address, ask your system administrator. MaxCommunicator Manual... -
Page 16: Version Mismatch Dialog Box
You can use MaxCommunicator from a remote location if • MaxCommunicator is installed on your remote computer • Your extension is configured as an IP or mobile extension by your system administrator • You have an AltiGen-certified IP phone or are using IPTalk 8 MaxCommunicator Manual... -
Page 17: Ip Extensions Using Iptalk
When Connection Is Broken When a connection with the phone server is broken, a message box pops up asking if you want to connect again. Click Yes to restore the connection without having to go through the log-in process again. MaxCommunicator Manual... -
Page 18: Overview Of The Main Window
Click a Number to Make a Call All phone numbers become underlined when you pass the cursor over them. Click an underlined number to make a call to that number. Right-click a call to see a context menu. 10 MaxCommunicator Manual... -
Page 19: Status Bar
You can choose the buttons you want and the order in which you want them. See “Customizing the Display” on page 17. The Dialer field and Dial button are also in the toolbar. Click the Dial button to pop up the dial pad. MaxCommunicator Manual... -
Page 20: Call Information Panel
• Ringback—caller sees this state while the callee’s phone is ringing • Ringing—an outgoing call is ringing another phone or an incoming call is ringing your phone Name—the name of the person on the other end of the call, if available 12 MaxCommunicator Manual... -
Page 21: Tabbed Pages
Voice Mail—A log of unopened and opened voice mails left at your extension. Columns include: Type, Number, Caller Name (if available from extension information or from an external database), Date/Time, Duration, and Note. See “Dealing with Voice Mail” on page 41. MaxCommunicator Manual... -
Page 22: Changing Activity Status And Recording Activity Greetings
Greeting tab, and select an Activity. Then click the Record button at the bottom of the tab to record a greeting. (Alternatively, you can right- click the activity, and select Record.) Use your phone or headset to record the greeting. 14 MaxCommunicator Manual... -
Page 23: Turning Do Not Disturb On And Off
To shrink MaxCommunicator to a strip at the top or bottom of your screen, click the Arrange Window button and select Top or Bottom. The strip displays the MaxCommunicator status bar, plus the call control buttons and the dialer field (if your MaxCommunicator is configured to display the dialer field): MaxCommunicator Manual... -
Page 24: Using The Windows Tray Phone Icon
MaxCommunicator main window, or you can right-click it to pop up a menu, then select the MaxCommunicator window you want to open. Searching in the Tabbed Windows Searching is available in these tabs: Directory, History, Contacts, Voice Mail, and Speed Dial. To search, 16 MaxCommunicator Manual... -
Page 25: Customizing The Display
Check the tabs you want to display, and uncheck the tabs you don’t want to display. • Specify the columns you want to see by right-clicking a column heading and checking or unchecking columns in the pop-up list. Checked columns will be displayed. MaxCommunicator Manual... - Page 26 Click the column heading again to sort in the reverse order. Ascending order Descending order • Add, remove, and rearrange the toolbar buttons at the top of MaxCommunicator by right-clicking in the button area and choosing Customize Toolbar Buttons. Toolbar Customization dialog box opens: 18 MaxCommunicator Manual...
- Page 27 • Pop up MaxCommunicator when you have incoming calls. Pop ups work when MaxCommunicator is minimized or is a strip at the top or bottom of the window but not when you have exited. See “Call Alert Options” on page 57. MaxCommunicator Manual...
- Page 28 To dismiss the window, click the close button in the upper right corner. To return the window to the set of tabbed pages, drag it by its title bar to the tabs area. A tab is being dragged from an independent window back to the tabs group. 20 MaxCommunicator Manual...
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Page 29: Hapter
• Viewing the history of calls, page 45 • Using the Contacts tab, page 46 Answering Calls To answer a call click the word Ringing in the call’s State cell. The state changes to Connected. Or, click the Connect button in the toolbar. MaxCommunicator Manual... -
Page 30: Dialing Out
The list can display up to 2,000 entries. If you are working with more than 2,000 entries, you can find the entry by name search even if the entry is not one of the 2,000 that are displayed. 22 MaxCommunicator Manual... -
Page 31: Dialing Speed Dial Numbers
(system speed dial numbers). You can see in the Type column which numbers are extension speed dial numbers and which are system speed dial numbers. To call a speed dial number, click the number in its Number column. MaxCommunicator Manual... -
Page 32: Redialing
During a phone call, either click the word Connected in the call’s State cell or click the Hold button in the MaxCommunicator toolbar. The state of the call is changed from connected to a hold state and you will hear the dial tone. 24 MaxCommunicator Manual... -
Page 33: Using Call Waiting
You may transfer calls in the following ways: Dragging—Drag and drop the call (either while it’s ringing or connected) onto the target number on the Directory, Speed Dial, Contacts, or Monitor tabbed pages. MaxCommunicator Manual... -
Page 34: Transferring To Voice Mail
OK. (You can sort extensions by number or by name.) Note: You can also forward a call to voice mail without answering it by clicking the To Voicemail button while the call is ringing. 26 MaxCommunicator Manual... -
Page 35: Centrex Transfer
After you hear a dial tone, type the second party’s outside number in the number field and then press the Enter key on the keyboard again. Now either click the Hang Up button or wait to announce the caller and then click the Hang Up button. MaxCommunicator Manual... -
Page 36: Conference Calls
Conference button. While MaxCommunicator dials the new number, the other party or parties go into Hold Pending state, and you see a confirmation dialog box. 28 MaxCommunicator Manual... - Page 37 • Right-click the appropriate call and select Drop From Conference. Normally, after canceling you will be reconnected automatically to the initial call. If you are not automatically reconnected and want to reconnect to the first call, click the call’s Hold Pending state cell. MaxCommunicator Manual...
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Page 38: Meetme Conference
• Modify or delete a meeting • See meeting ID, subject, scheduler, time, frequency, start time, end time, the last time the meeting started, its status, and the resource being used. • Display or hide outdated meetings • Modify column display 30 MaxCommunicator Manual... -
Page 39: Working In The Meetme Conference Window
To select a date, click the Calendar button. When the calendar is open, use the Up/Down arrows to select the year, or you can type in a year and then press Enter. Click the Calendar button again to close the calendar. MaxCommunicator Manual... -
Page 40: Creating A Meeting
The name of the person scheduling the meeting. Schedule The time the Create Meeting dialog box was Time opened to create this meeting. Subject Identifies the subject or type of meeting. What you enter here should be easily identifiable in the meeting list. 32 MaxCommunicator Manual... - Page 41 One Time Only Meeting If you select One Time Only from the Schedule drop-down list, these are your options in the middle panel: MaxCommunicator Manual...
- Page 42 To select a date, click the Calendar button. To select a start time, click the Down arrow and use the slide bar. Weekly Meeting If you select Weekly from the Schedule drop-down list, these are your options in the middle panel: 34 MaxCommunicator Manual...
- Page 43 In the Duration field, specify the duration of the meeting, using the Up/Down arrows. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. MaxCommunicator Manual...
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Page 44: E-Mailing A Meeting Invitation
Outlook, and the Outlook Subject field is filled in with “Conference Call Invitation”. Choose the people to whom you want to send the invitation, make any edits you may want to make, and click Send. 36 MaxCommunicator Manual... -
Page 45: Starting And Stopping A Meeting
Continuing a Meeting Beyond Its Duration Time When the scheduled meeting time is up, the meeting may continue if no other scheduled meeting needs the resources. If another meeting is scheduled and the resources are needed for that meeting, the current meeting is terminated. MaxCommunicator Manual... -
Page 46: Joining A Meetme Conference
Record column. If your system administrator has set the Insert Recording Tone option for your extension, both parties will hear a beep when the recording begins. To pause recording—Right-click the call and select Pause Recording. To end recording—Right-click the call and select Stop Recording. 38 MaxCommunicator Manual... -
Page 47: Using Account Codes
Optional account codes—You may enter an account code without being prompted. To associate a call in progress with an account code—Click the Account button, or right-click the number, and choose Account Code from the menu. The Account Code dialog box pops up: MaxCommunicator Manual... -
Page 48: Using Voice Mail
Voicemail indicator in the status bar bears a red circle, and the Missed Calls indicator in the status bar has a red exclamation point. • If the message is saved, the open envelope has a green disk behind it. 40 MaxCommunicator Manual... -
Page 49: Dealing With Voice Mail
• Save in local lets you name the .wav file and choose a directory on your local computer in which to store it. You can then play the .wav file on a media player. MaxCommunicator Manual... -
Page 50: Deleting Messages
Select the voice mail and click the Forward button, or right-click the voice mail and select Forward. The VM Forward dialog box opens: Check the check box next to the extension to which you want to forward the message. 42 MaxCommunicator Manual... -
Page 51: Working With Voice Mail Groups (Distribution Lists)
Choosing Extensions to Monitor To choose extensions to monitor: Click the Monitor tab, and click the Monitor button at the bottom of the Monitor page. MaxCommunicator Manual... -
Page 52: Reading The Monitor List
• Ringing—the phone on the extension is ringing; you can click the State field to pick up the call at your own extension • Conferencing—the extension is on a conference call • Voicemail—the extension is in voice mail • Auto Attendant—the extension is connected to an auto attendant 44 MaxCommunicator Manual... -
Page 53: Calling Or Picking Up Calls
• Name—Caller ID information, if available. • Date/Time—the date and time of the call. When you sort on Date/Time, the calls are sorted by last disconnected and not in the order the call was received. It is therefore possible to MaxCommunicator Manual... -
Page 54: Using The Contacts Tab
Outlook Express, ACT!, or Goldmine CRM application, see “CRM Integration” on page 59. Once the list is populated, the numbers that appear on this tab can be called, transferred to, and conferenced just like any other number. 46 MaxCommunicator Manual... - Page 55 E-mail a contact—Click a contact’s e-mail address to open Outlook, where you can send an e-mail to the contact. Send an instant message—If you have configured Enable OCS Client in the MaxCommunicator Configuration window, click on a contact’s IM address to initiate instant messaging with that contact. MaxCommunicator Manual...
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Page 57: Configuring Your Maxcommunicator
In the Configuration window, click Apply or OK to save your changes: • Apply saves your changes and lets you continue in the Configuration window. • OK saves your changes and closes the Configuration window. MaxCommunicator Manual... -
Page 58: General Information
IP trunk. (Option is disabled by default.) IMPORTANT! Before checking this check box, see your phone system administrator. If your company is using multiple systems and the tie trunk feature, the administrator needs to have used Enterprise 50 MaxCommunicator Manual... -
Page 59: Call Handling
• Enable Centrex Transfer—If you have a Centrex line, you can check this box to enable a Centrex transfer (see “Centrex Transfer” on page 27). Call Handling Click the Call Handling tab in the Config window to configure incoming call handling for your extension. MaxCommunicator Manual... -
Page 60: Forwarding All Calls
Note: The default setting is 0 seconds. If the duration is set to 0, all incoming calls will go to connect state right away. Neither caller nor callee will hear a ring tone. 52 MaxCommunicator Manual... -
Page 61: One Number Access (Ona)
• The settings on your MaxCommunicator Call Handling tab must not conflict with ONA. Specifically: — Enable Do Not Disturb must not be checked. If it is, when your line is busy, all calls will go into voice mail and not to the ONA forwarding numbers you specify. MaxCommunicator Manual... -
Page 62: Setting Up One Number Access
See “Call Handling” on page 51 for details on these settings. Setting Up One Number Access To set up one number access, Click Extension > One Number Access in the Configuration window. Select the times you want to be available to ONA callers. 54 MaxCommunicator Manual... - Page 63 ONA is active. You can set up to four different numbers— extensions or outside numbers. For outside numbers, use the drop-down list to select the trunk access code you want to use. Specify whether the number is an extension or outside number and if a password is required. MaxCommunicator Manual...
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Page 64: Message Notification
Message Notification You can specify how and when you’d like to be alerted to new messages when you’re away from your desk. Click Extension > Message Notification in the Configuration window to display the Message Notification configuration screen. 56 MaxCommunicator Manual... -
Page 65: Call Alert Options
Note: You can also configure Message Notification through the AltiGen Voice Mail System. Call Alert Options If you want MaxCommunicator to inform you when you have a call, specify your desired method(s) in the Configuration window’s Options > Alert screen. MaxCommunicator Manual... -
Page 66: Voice Mail Play Options
• Audio Beep—Your PC beeps you when you have a call. • Auto Close—The pop up window closes once you have finished with the call. Voice Mail Play Options Choose Options > Play Voicemail in the Configuration screen to set voice mail play options. 58 MaxCommunicator Manual... -
Page 67: Crm Integration
PC. You can also integrate MaxCommunicator with your Microsoft Office Communications Server (OCS) account for instant messages. The OCS contacts can be imported from Microsoft Outlook client. Configure CRM integration in the Configuration window’s Integration screen: MaxCommunicator Manual... - Page 68 Use Windows default credentials—Either check this check box to use Windows default credentials, or enter the OCS domain, account name, and account password in the appropriate fields. Note: The OCS needs to be in the same domain as MAXCS. 60 MaxCommunicator Manual...
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Page 69: Tab Layout
Configuration window’s Customization > Tab Layout screen. Check the tabs you want to display in MaxCommunicator, and click OK. Theme Selection Choose the display theme of your MaxCommunicator in the Configuration window’s Customization > Theme Selection screen. MaxCommunicator Manual... - Page 70 Select a theme and click OK. The theme changes without restarting MaxCommunicator. 62 MaxCommunicator Manual...
- Page 71 • From the Ring Through drop-down list, choose the device that will carry the incoming ring. When you’re away from your desk, you may prefer the ring to come through your PC speakers, rather than your headset system. MaxCommunicator Manual...
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Page 72: Log
If you want the system to keep error logs for troubleshooting, check the appropriate box in the Log screen in the Configuration window. Logs are stored in the C:\Program Files\AltiGen\MaxCommunicator\Logfiles directory. The Enable IPTalk Log check box is available only if you’re using IPTalk. 64 MaxCommunicator Manual... -
Page 73: Errors And Troubleshooting
Server. It Change directory to MaxCom- should be registered in municator directory, type user system. regsver32 AlpInterface.dll You have entered an The password is incor- Enter your extension pass- invalid password. rect. word. Please try again. MaxCommunicator Manual... -
Page 74: Troubleshooting Ip Connectivity From A Remote Location
<IP address> is the MAX Communication Server system you want to connect to. An example of the IP address format is 123.234.231.143 If you do not get a response, contact your LAN administrator for support. Also, check to verify that the necessary ports are open. 66 MaxCommunicator Manual... -
Page 75: Index
Index by name 22 by number 22 AA state 12 speed dial 23 Account Codes 39 dialtone 12 ACT 2, 59 distribution lists 43 all calls recorded 38 Do Not Disturb 52 answer options 53 downgrade procedure 4 auto attendant 27 drop from conference 29 auto upgrade 4 enable... - Page 76 IP connectivity, troubleshooting 66 record state 12 IP extension, troubleshooting 66 recording calls 40 IPTalk License 2 recording on demand 38 release link tie 50 ringback state 12 ringing 12 licenses 2 live call handling 53 saving changes 49 screen pop 16 MaxCommunicator session licensing 2 configuration 49...