1. Manuals
  2. Brands
  3. Altigen Manuals
  4. Software
  5. MaxCommunicator
  6. Manual

Altigen MaxCommunicator Manual

Max communication server release 6.0 update2
Hide thumbs Also See for MaxCommunicator:
Table of Contents

Advertisement

Quick Links

Download this manual See also: Manual
MaxCommunicator
™
Manual
MAX Communication Server
Release 6.0
Update2
4/2009 4503-0001-6.0 Update2

Advertisement

Table of Contents
loading

Related Manuals for Altigen MaxCommunicator

Summary of Contents for Altigen MaxCommunicator

  • Page 1 MaxCommunicator ™ Manual MAX Communication Server Release 6.0 Update2 4/2009 4503-0001-6.0 Update2...
  • Page 2 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.

  • Page 3: Table Of Contents

    HAPTER About MaxCommunicator ......1 New in Release 6.0 ........1 New in Release 6.0, Update 1 .
  • Page 4 Minimizing and Exiting MaxCommunicator ....17 Shrinking MaxCommunicator ......18 Using the Windows Tray Phone Icon .
  • Page 5 HAPTER Configuring Your MaxCommunicator ....53 General Information ........54 Default Trunk Access .
  • Page 6 MaxCommunicator Manual...

  • Page 7: Warranty

    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.
  • Page 8 Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA 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.

  • Page 9: Hapter

    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.
  • Page 10 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.

  • Page 11: Microsoft Outlook And Outlook Express Support

    MaxCommunicator 6.0 supports Microsoft Outlook 2003 and 2007, and Outlook Express 5.0, 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.

  • Page 12: Licensing

    Note: Before ACT! can work with MaxCommunicator, you MUST install the ACT! Plugin. Licensing The following AltiGen licenses are required: • MaxCommunicator requires a MaxCommunicator seat license for each user. • The IPTalk feature requires an IPTalk license for each user.

  • Page 13: 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:...

  • Page 14: Uninstalling Maxcommunicator

    Click Remove, and respond to any additional prompts. Automatic Upgrade Each time you start up MaxCommunicator, a comparison is made with the version of MAX Communication Server ACC/ACM that is running on the server. If updates were made on the server, and your version of MaxCommunicator is out-of-date, you are prompted for upgrade permission.
  • Page 15 Update2 client applications (including MaxAgent, MaxSupervisor, AltiConsole and CDR Search). Reboot your system. Install the earlier software. MaxCommunicator Manual...
  • Page 16 8 MaxCommunicator Manual...

  • Page 17: Hapter

    H A P T E R Getting Started Start MaxCommunicator from the Microsoft Windows Start menu, by choosing Start > All Programs > MaxCommunicator > MaxCommunicator. Note: For users running Windows XP SP2, a firewall protection Security Alert may pop up when opening the login window. If this happens, click Yes to allow MaxCommunicator to run.

  • Page 18: Version Mismatch Dialog Box

    Cancel or press the Esc key. Version Mismatch Dialog Box If your version of MaxCommunicator doesn’t match the version of MAX Communication Server on the system server, you are prompted for upgrade permission when you try to log in. If you allow upgrade at this time, the MaxCommunicator startup is terminated and a software upgrade session is started.

  • Page 19: Ip Extensions Using Iptalk

    • You have an AltiGen-certified IP phone or are using IPTalk Consult your system administrator or authorized AltiGen dealer for details on obtaining this equipment. All the call handling functions are the same as when you log in locally, with the exception of the ability to configure One Number Access.

  • Page 20: Overview Of The Main Window

    Overview of the Main Window Once you log in to MaxCommunicator, the main window appears, providing tools to manage and monitor calls, and to facilitate management of your personal contacts. You can customize the MaxCommunicator display: select the theme; the toolbar buttons, tabs, and columns you need and their order of appearance;...

  • Page 21: Click A Number To Make A Call

    Mute button (toggle) Volume control • Shrink MaxCommunicator to a single tool bar and restore it to normal size by selecting from the drop-down menu • Configure MaxCommunicator (see “Configuring Your MaxCommunicator”...

  • Page 22: Call Information Panel

    • Call Pending—the call is placed into a workgroup queue • Conference—the call is in conference • Connect—the call is connected • Dial Tone—a dial tone is present, and MaxCommunicator is ready to dial out • Error—receipt of an error tone •...

  • Page 23: Tabbed Pages

    Tabbed Pages Eight tabbed pages are available on the bottom half of the MaxCommunicator screen: Directory, History, Contacts, Voicemail, Monitor, Speed Dial, MeetMe, and Greeting. Directory—Lists the extensions of people at the company. Columns include: Type (local, remote), Extension, Name, Activity, Department, Location.

  • Page 24: Changing Activity Status And Recording Activity Greetings

    Columns include: Direction (incoming, outgoing, missed), Number, Name, Date/Time, Duration, DNIS, Group, and Note. Contacts—A list of contacts you have added to your MaxCommunicator. Columns include: Name, Company, Business Phone, Mobile Phone, Email Address, IM Address, Home Phone, OCS Presence.

  • Page 25: Turning Do Not Disturb On And Off

    Minimizing and Exiting MaxCommunicator Minimize - To minimize MaxCommunicator, click the Minimize button in the top right corner of the screen. MaxCommunicator shrinks to an icon in the tray in the lower right corner of your screen. MaxCommunicator Manual...

  • Page 26: Shrinking Maxcommunicator

    MaxCommunicator when you have shrunk it to a single toolbar, first restore it to normal size, then click the exit button. Shrinking MaxCommunicator 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...

  • Page 27: Searching In The Tabbed Windows

    Search in field, and you’ll see all the information on the tab. Customizing the Display You can customize the MaxCommunicator display to meet your needs in the following ways: • Resize MaxCommunicator windows by using the standard Windows method: place the cursor at a window edge or corner, then drag the window to the size you want.
  • Page 28 (||). Then move the bar to resize the column. • Rearrange columns by clicking and dragging a column name to the location you want. Moving the Record column to the right 20 MaxCommunicator Manual...
  • Page 29 Click the column heading again to sort in the reverse order. If you click a column heading, and all the data in that column is the same, MaxCommunicator keeps the sort order of the previously clicked column.
  • Page 30 Show Dialer check box. • 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”...
  • Page 31 • Make a tab a separate window independent of the MaxCommunicator main window by dragging it out by its tab, or by double-clicking the tab. Then you can resize the window and move it around. To dismiss the window, click the close button in the upper right corner.
  • Page 32 24 MaxCommunicator Manual...

  • Page 33: Hapter

    H A P T E R Handling Calls with MaxCommunicator MaxCommunicator call handling-related functions include: • Answering calls, page 25 • Dialing out, page 26 • Placing calls on hold, page 28 • Using call waiting, page 29 • Transferring calls, page 29 •...

  • Page 34: Dialing Out

    • Enter a number—You can enter a number in the dialing field by using the standard numeric keys or numeric keypad on your computer, or by using the dial pad in MaxCommunicator. • Enter a name—For names recorded in the system, you can enter a name by using the keyboard on your computer to type the name.

  • Page 35: Dialing Speed Dial Numbers

    1 and area codes must precede the phone number. Click OK. You can enter up to 20 speed dial numbers. Note: Extension-type speed dial numbers are also set up by using the #25 feature code on your phone set. MaxCommunicator Manual...

  • Page 36: 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.

  • Page 37: Using Call Waiting

    When you are ready to reconnect to the call on hold, click Hold in the State cell of the call. The call goes to the connected state. Transferring Calls MaxCommunicator allows for both supervised transfer (in which you confirm the transfer with the target) and blind transfer. You may transfer calls in the following ways: Dragging—Drag and drop the call (either while it’s ringing or connected)

  • Page 38: Transferring To Voice Mail

    No button or by closing the dialog box. If the transfer is canceled, MaxCommunicator reconnects the call to your extension. The call is also reconnected if the third party doesn’t answer.

  • Page 39: Conference Calls

    No Answer Handling” on page 56. Conference Calls There are two types of conference calls in MaxCommunicator: • Station conferencing. In this type of conferencing, when you’re on a call, you can dial a third party and then conference that party in to the call.
  • Page 40 • Dialing—While connected to one party, in the dialing field enter the extension or phone number you want to conference with, then click the 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.

  • Page 41: Meetme Conference

    Invited people call the MeetMe conference extension number to join the meeting at the designated meeting time. To schedule a phone meeting, click the Schedule Meeting button . The MeetMe Conference window opens: MaxCommunicator Manual...

  • Page 42: Working In The Meetme Conference Window

    • Click a column heading to sort by that column. An arrow is displayed that indicates the sort order, ascending or descending. Click again to reverse the sort order. 34 MaxCommunicator Manual...

  • Page 43: Creating A Meeting

    Enter. Click the Calendar button again to close the calendar. Creating a Meeting To create a meeting, click one of the Create buttons. The Create Meeting dialog box opens. MaxCommunicator Manual...
  • Page 44 Identifies the subject or type of meeting. What you enter here should be easily identifiable in the meeting list. Reserved Use the Up/Down arrows or type in a number, up Seats to 30, to indicate the number of expected participants. 36 MaxCommunicator Manual...
  • Page 45 One Time Only Meeting If you select One Time Only from the Frequency drop-down list, these are your options in the middle panel: MaxCommunicator Manual...
  • Page 46 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 Frequency drop-down list, these are your options in the middle panel: 38 MaxCommunicator Manual...
  • Page 47 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...

  • Page 48: 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. 40 MaxCommunicator Manual...

  • Page 49: Starting And Stopping A Meeting

    If the new host was muted before the transfer of hosting duties, that host will have to UnMute himself in order to be heard. Similarly, the original host will still be unmuted if he was unmuted before transferring hosting duties. MaxCommunicator Manual...

  • Page 50: Continuing A Meeting Beyond Its Duration Time

    If a passcode is required, the user is prompted to enter the passcode. Recording Calls The voice recording feature in MaxCommunicator allows a user to record conversations. Recorded conversations can then be played back through voice mail or accessed at a centralized location.

  • Page 51: Using Account Codes

    To end recording—Right-click the call and select Stop Recording. To listen to the recording—If the system is set to save the recording as your voice mail, you can hear the recording through the AltiGen Voice Mail System. If the recording is being saved to a centralized location, contact the system administrator for the location.

  • Page 52: Using Voice Mail

    Click the Voicemail tab in the main window to see a list of your voice mail messages. Clicking in the status bar also displays the Voicemail tab. • New voice mail messages are indicated by a white, closed envelope and bold type. 44 MaxCommunicator Manual...

  • Page 53: Dealing With Voice Mail

    • New messages marked urgent are indicated by a red, closed envelope. When you have a message marked urgent, the MaxCommunicator icon in the Windows tray and in the MaxCommunicator title bar becomes a red envelope, and the Voicemail indicator in the status bar bears a red circle.

  • Page 54: Save At Remote Server Or Export Locally

    To add a note to accompany a voice mail, double-click in the Note field and type your note. Or right-click a voice mail entry and choose Note from the pop-up menu. Type your note and click OK. 46 MaxCommunicator Manual...

  • Page 55: Forwarding Voice Mail

    • If the extension name is configured for an extension, it is used to match the search string. If the extension name is not configured, then the extension number is used to match the search string for this extension. Click OK to complete the forwarding. MaxCommunicator Manual...

  • Page 56: Monitoring The Activity Of Other Extensions

    Select the check boxes next to the extensions you want to monitor, and click OK. If the list is long and you want to search, type a number or name in the appropriate search box. The extensions you select will be listed in the Monitor window. 48 MaxCommunicator Manual...

  • Page 57: Reading The Monitor List

    If a monitored extension is Idle (green dot) you can click its Extension field to ring the extension. If a monitored extension is Ringing (red dot), you can click its State field to pick up the call. Viewing the Call History Click the History tab to view data about handled calls. MaxCommunicator Manual...
  • Page 58 • Duration—the duration of the call. • DNIS—DNIS digits collected, if available • Group—Group number or name • Note—a note attached to the call. To enter a note, double-click the Note field and type your note. 50 MaxCommunicator Manual...

  • Page 59: Using The Contacts Tab

    Use the Delete button to delete selected calls in the history list. Use the Delete All button to delete the entire call history list. MaxCommunicator will ask you to confirm the deletion; click Yes to delete or No to cancel:...
  • Page 60 52 MaxCommunicator Manual...

  • Page 61: Configuring Your Maxcommunicator

    • Log—enabling IPTalk log and MaxCommunicator log. Note: Some options may not be available to you. Click the button in the upper right of the MaxCommunicator main window to configure these options. In the Configuration window, click Apply or OK to save your changes: •...

  • Page 62: General Information

    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 Manager to synchronize the systems. Otherwise this feature will not work. 54 MaxCommunicator Manual...

  • Page 63: Call Handling

    Note: The call being transferred must originate from an AltiGen PBX system running AltiWare ACC/ACM 5.0 or later, or MAXCS ACC/ACM 6.0 or later. • Disable Auto Format—If the MAX Communication Server’s country code is US/Canada, MaxCommunicator automatically adds the long distance/international dialing prefix (corresponding to the server’s...
  • Page 64 To have MaxCommunicator automatically pick up the call, check the Enable Automatic Answering after x Seconds check box and use the arrow keys to choose the number of seconds.

  • Page 65: One Number Access (Ona)

    • ONA must be enabled for your extension by your system administrator. • 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.

  • Page 66: Setting Up One Number Access

    ONA from the drop-down lists. Check the Enable Call Screening check box if you want the system to prompt the ONA caller to record a caller name to continue ONA. 58 MaxCommunicator Manual...
  • Page 67 Default value is 20 seconds. The system will ring the ONA target during the specified time limit. If the ring time exceeds 30 seconds, the system will play a phrase every 15 seconds (playing time is included in ring time). MaxCommunicator Manual...

  • Page 68: Message Notification

    • Voice Mail Groups—You can set up and edit voice mail groups. Note: You can also configure Message Notification through the AltiGen Voice Mail System. 60 MaxCommunicator Manual...

  • Page 69: Working With Voice Mail Groups (Distribution Lists)

    MaxCommunicator. You can, however, add a comment that is displayed in your MaxCommunicator. • Personal groups can be set up and modified in MaxCommunicator or in your AltiGen Voice Mail System. Working on Voice Mail Group Lists To work on your personal voice mail groups, on the Message Notification page, click the VMGroup Edit button.
  • Page 70 Select the group you want to change, and click the Change button. Make any changes you need to make for the group name, comments, or members. To add or remove a member, select or deselect the check box next to the extension. Click OK. 62 MaxCommunicator Manual...

  • Page 71: Call Alert Options

    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. You can set these alert options: • Disable—Disables screen pop. • Screen Pop—When a new call comes in, the MaxCommunicator main window pops up.

  • Page 72: Voice Mail Play Options

    Outlook, Outlook Express, ACT!, or GoldMine® database. During installation, the install program reads which applications you have installed on your 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.
  • Page 73 Use Database Selector—Check this check box to allow integration of your company’s CRM database with your MaxCommunicator, then select your CRM program from the Select current database drop-down list. Update database when click “OK” button—When you check this check box, MAX Communication Server refreshes the data MaxCommunicator accesses from the database.

  • Page 74: Tab Layout

    Note: The OCS needs to be in the same domain as MAXCS. Tab Layout You can choose which tabs you want to display in MaxCommunicator by right-clicking in the space to the right of the tabs in the main window and selecting the tabs you want to show.

  • Page 75: Iptalk

    Select a theme and click Apply to see the change, or click OK to accept the theme. The theme changes without restarting MaxCommunicator. IPTalk If you’re using IPTalk, set the options in the IPTalk configuration screen: MaxCommunicator Manual...

  • Page 76: Log

    PC speakers, rather than your headset system. 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 your \\Documents and Settings\username\Local Settings\Application Data\AltiGen\MaxCommunicator folder. 68 MaxCommunicator Manual...
  • Page 77 The Enable IPTalk Log check box is available only if you’re using IPTalk. MaxCommunicator Manual...
  • Page 78 70 MaxCommunicator Manual...

  • Page 79: Errors And Troubleshooting

    Cannot access voice Mail box is in use by Wait awhile, then try again. mail list while mail the AltiGen Voice Mail box in use. System and is tempo- rarily unavailable. Mail service is Voice mail service is Make sure voice mail service unavailable.

  • Page 80: 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. 72 MaxCommunicator Manual...

  • Page 81: Index

    55 hold button 28 general 54 hold pending 14, 49 connected 14 idle state 15 databases 3 installation requirements 5 dialing IP connectivity, troubleshooting 72 by name 26 IP extension, troubleshooting 72 by number 26 MaxCommunicator Manual 73...
  • Page 82 61 voice recording 44 pager, and forwarding 56 password One Number Access 59 phone icon 18 Windows tray 18 ping 72 workgroup 48 Play state 15 pop-up windows 18 reconnecting 11 record state 15 recording calls 44 74 MaxCommunicator Manual...

Table of Contents