Table of Contents
Related Manuals for Altigen MaxAgent
Summary of Contents for Altigen MaxAgent
- Page 1 MaxAgent ™ for Lync User Manual June 2011...
- 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.
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Page 3: Table Of Contents
HAPTER Using MaxAgent ........19 Answering Calls ........19... - Page 4 HAPTER Configuring MaxAgent ......39 Adjusting General Settings ......39 Configuring Max Smart Tags.
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Page 5: C Hapter
MaxAgent for Lync integrates MaxAgent and Microsoft Lync Client and runs them side by side, so that you can easily use the two of them together. When you log in to MaxAgent, Lync opens too (if it isn’t already open); when you close MaxAgent, Lync closes too. - Page 6 A system administrator can verify seat licenses in MaxAdministrator by selecting License > Client SEAT License Management from the main menu. 2 MaxAgent for Lync Manual...
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Page 7: Installation
• The client is able to connect to the server on the network • The person installing MaxAgent for Lync has local administrator rights on the client machine • The extension affiliated with the client machine has a MaxAgent Seat License assigned to it MaxAgent for Lync Manual... -
Page 8: Installing Maxagent For Lync
Alternatively, if your system administrator has loaded MaxAgent for Lync on a shared network server, you can copy the files in the MaxAgent for Lync folder and the Shared folder to your desktop machine and run the MaxAgent for Lync Setup program. -
Page 9: Hapter
• Searching in Tabbed Windows • Customizing the Display Logging In Start MaxAgent from Start > All Programs > MaxAgent for Lync. If Microsoft Lync isn’t already running, you will see a message: “Microsoft Lync is starting, please wait...”. When Lync is running, you can sign into MaxAgent. - Page 10 Always save password. Note: Up to eight unsuccessful login attempts are allowed, after which login will be disabled for from 1 to 24 hours (depending on the duration set by your administrator). Click Sign In. 6 MaxAgent for Lync Manual...
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Page 11: Logging In Remotely
(See Automatic Upgrade for more details.) After you log in, the MaxAgent for Lync icon shows in the Windows tray, which is usually at the bottom corner of your screen. -
Page 12: Overview Of The Main Window
Click OK. Overview of the Main Window Once you log in, MaxAgent and Lync appear in the same window side by side, MaxAgent on the left and Lync on the right: You use MaxAgent for workgroup calls and use Lync primarily for instant messaging, call transfers, and conference calls. -
Page 13: Status Bar
Dialing field Toolbar Call Information appears here Other information appears here MaxAgent provides tools to manage and monitor calls, and is your window into your workgroup environment. Status Bar From the status bar, you can do the following: • See when the agent is in wrap-up mode (you have transferred the call, sent it to voicemail, or hung up): •... -
Page 14: Toolbar Buttons
• AA – The call is being transferred to an auto attendant • Busy – The callee is busy or not available • Call Pending – The call is placed into a workgroup queue • Conference – The call is in conference 10 MaxAgent for Lync Manual... -
Page 15: Tabbed Pages
• Connected – The call is connected • Dial Tone – A dial tone is present, and MaxAgent is ready to dial out • Error – Receipt of an error tone • Hold – The call is on hold • SIP Hold – The workgroup call is on hold •... -
Page 16: Setting Availability
Setting Availability Set your Do Not Disturb/Availability status in Lync, and it is synchronized with MaxAgent. When you set your availability to Do Not Disturb, your incoming calls will go directly to voicemail without ringing your phone. The Ready/Not Ready button is a toggle; click it to toggle between the two states. -
Page 17: Logging Out Or Changing Workgroups
Minimizing and Closing MaxAgent Minimize – To minimize MaxAgent for Lync, click the Minimize button in the top right corner of the screen. MaxAgent shrinks to an icon in the tray in the lower right corner of your screen. Exit – Click the button at the top right of the MaxAgent window. -
Page 18: Customizing The Display
• Making a Tab a Separate Window Adjusting the MaxAgent or Lync Panes To adjust the space given to MaxAgent or Lync, position the cursor between them until you see a double arrow, then drag left or right. You can adjust MaxAgent and Lync window sizes. -
Page 19: Showing Or Hiding Columns
Checked columns will be displayed. Resizing, Rearranging, and Sorting Columns To resize columns, position the cursor on a column divider in the header area until it changes to a double arrow. Then drag to resize the column. MaxAgent for Lync Manual... -
Page 20: Showing, Hiding, Or Rearranging Toolbar Buttons
An ascending (first to last) or descending (last to first) arrow appears. 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, MaxAgent keeps the sort order of the previously clicked column. -
Page 21: Hiding Or Showing The Dialing Field
Showing Pop-ups for Incoming Calls You can have a pop-up window open when you have incoming calls. Pop ups work when MaxAgent for Lync is minimized but not when you have closed the application. See Setting Call Alert Preferences for instructions. -
Page 22: Agents Working Without A Desktop
Agents Working Without a Desktop Workgroup agents who don’t have a desktop to run MaxAgent can use “Agent Extension Dial Tone” to handle most agent operations. The MaxACD server provides a special number for this; any call routed to this number from Lync through a Sip-Tie Trunk will be regarded as a feature code request call. -
Page 23: Hapter
H A P T E R Using MaxAgent MaxAgent call handling-related functions include: • Answering Calls • Making Calls • Placing Calls on Hold • Transferring Calls • Making Conference Calls • Recording Calls • Using Account Codes • Using MaxCall Other call functions: •... -
Page 24: Making Calls
MaxAgent, but the MaxAgent line state will show Connected or In Use. To dial a number, click in the MaxAgent Dialing field, enter a number or name, and then click the Dial button. • Enter a number – You can enter a number in the Dialing field by using the keypad on your computer, or by using the dial pad in MaxAgent. -
Page 25: Redialing
Smart Tags – If you configured MaxAgent to enable Smart Tags, you can call phone numbers from Internet Explorer by clicking a number in IE that has a dotted underline, or from Microsoft Office programs by selecting Dial By MaxClient from a Smart Tag beside the number. See Configuring Max Smart Tags for details. -
Page 26: Transferring Calls
Note: Lync may not show the originating Caller ID for transferred PTSN calls. Forwarding Calls If you are using MaxAgent Lync in a workgroup, we recommend that you do not set call forwarding in Lync. 22 MaxAgent for Lync Manual... -
Page 27: Making Conference Calls
Recording on Demand When the system administrator has set your extension to record on demand (to a central location or to your voicemail), you can use MaxAgent to initiate the recording. • To record a call – While connected to a call, click Record or right- click the call and select Start Recording from the menu. -
Page 28: Using Account Codes
If your system is set up to use account codes, you can associate calls with specific codes for billing or tracking purposes. Note: You can only enter account codes if MaxAgent is running. Required account codes – If your extension was configured to require account codes for outbound calls, you are prompted you to enter a code for each outbound call. -
Page 29: Using Maxcall
You can use MaxCall to transmit a campaign-specific caller ID for a call, and leave a corresponding pre-recorded message if the call goes to voicemail. When you log into MaxAgent, select the Enable Max Call check box on the login page. The MaxCall tab contains the following information: •... -
Page 30: Transmitting Phrases
Transfer to Phrase. MaxACD takes control of the call and plays the recorded phrase associated with that campaign. Your phone is released so that you are free to place another call. (You can also click the phrase after the call connects.) 26 MaxAgent for Lync Manual... -
Page 31: Reviewing Or Deleting A Phrase
Answer the phone and listen to the phrase. Close the dialog box when you are finished. Working with Voicemail Messages To make personal voicemail accessible through MaxAgent for Lync, go to the MaxACD Administrator setting: System > Voicemail Configuration and select Synchronize with Exchange. -
Page 32: Viewing The Voicemail Tab
• Heard voicemail messages are indicated by a white, open envelope. • New messages marked urgent are indicated by a red, closed envelope. When you have a message marked urgent, the MaxAgent icon in the Windows tray and in the MaxAgent title bar becomes a red envelope, and the Voicemail indicator in the status bar bears a red circle. -
Page 33: Saving Or Exporting Messages
Save button or the Export button (or right- click the message and choose Save or Export). • Save – Saves the message automatically on a remote server in a location designated by the system administrator. You cannot specify where to store the file. MaxAgent for Lync Manual... -
Page 34: Attaching Notes To Messages
To search for a person by extension or name, type the first letters of the number/name into the Search by Number or Name box. Notes: • You can click a column heading to sort the list. 30 MaxAgent for Lync Manual... -
Page 35: Monitoring Extensions/Workgroups
Or you might use monitoring capability to cover calls for a co-worker, since you can click the ringing phone icon in the monitor list and take the co-worker’s call. MaxAgent for Lync Manual... -
Page 36: Viewing The Monitor List
• Auto Attendant – The extension is connected to an auto attendant • On Hold – The extension is on hold • Extension – The extension being monitored • Name – The name of the agent at that extension 32 MaxAgent for Lync Manual... -
Page 37: Calling Or Picking Up Calls
Right-pointing arrow with exclamation point indicates a missed call. • Number – The extension or phone number on the other end of the call. Click a number in the Number column to dial that number. MaxAgent for Lync Manual... -
Page 38: Viewing Workgroup Status
Click the Delete button to delete selected calls in the history list. Click the Delete All button to delete the entire call history list. Viewing Workgroup Status Click the WG Status tab to view the real-time status of each workgroup you’re a member of. 34 MaxAgent for Lync Manual... -
Page 39: Viewing Workgroup Performance
• Idle – The number of agents who are idle • Service Level % – The percentage of calls that exceed threshold Viewing Workgroup Performance Click the Performance tab to view statistics on workgroup calls and direct calls. The data is collected from midnight. MaxAgent for Lync Manual... -
Page 40: Viewing Queues
Click the WG Queue tab to view the calls in queue for the monitored workgroups. You can export the data to a .csv file (click Export), and you can print the data as a WG Queue Report (click Print). 36 MaxAgent for Lync Manual... - Page 41 • Type – The type of call; usually a voice call. Picking Up Calls from Queue To pick up a call from a workgroup queue, click on the queued call and click the Pickup Call icon MaxAgent for Lync Manual...
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Page 43: Hapter
• Tab Layout – The tabs you want to display; see Showing or Hiding Tabs • Log – Enabling a log to be created for this application (MaxAgent for Lync) to trace errors; see Logging Errors Note: Some options may not be available to you. - Page 44 • If this box is not checked, then a phone number selected by the Smart Tag method or the Select-N-Dial method is displayed in the MaxAgent dialer, and you need to click Connect to make the call. • If you check this option, two things happen: •...
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Page 45: Configuring Max Smart Tags
History tab. If this is not right for your situation, check Disable Auto Format. If the MaxACD server’s country code is not USA/Canada, MaxAgent displays the check box Insert long distance/international dialing prefix. When checked, MaxAgent adds the long distance/international dialing prefix (corresponding to the server’s country code) when... - Page 46 Click the Microsoft Office button. Click Excel Options (at the bottom of that window). Click Proofing > AutoCorrect Options. Select the Smart Tag tab. Check the Max Smart Tag option in the window, then click OK. 42 MaxAgent for Lync Manual...
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Page 47: Customizing Message Notifications
Customizing Message Notifications You can specify how and when you’d like to be alerted to new messages when you’re away from your desk. In the Configuration window, click Extension > Message Notification. You can set these notification options: MaxAgent for Lync Manual... -
Page 48: Working With Voicemail Groups
• System-based groups are set up by the system administrator. You can use—but not edit—these lists in MaxAgent. You can, however, add a comment that will appear in MaxAgent. • Personal groups can be set up and modified in MaxAgent or in your AltiGen Voicemail system. Creating New Voicemail Groups In the Configuration window, click Extension >... - Page 49 Click New. Click the list and select a Group ID. MaxAgent for Lync Manual...
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Page 50: Updating Voicemail Groups
Select the group and click Change. Make your changes. To add or remove a member, select or clear the check box. Click OK. Setting Alert Preferences To set call notification options, use the Configuration window’s Options > Alert screen. 46 MaxAgent for Lync Manual... -
Page 51: Customizing How Messages Play
Alert Type • Disable – Disable the screen pop alert. • Screen Pop – When a new call comes in while MaxAgent is mini- mized on the taskbar, the MaxAgent window pops up. You can then answer the call or perform other actions. For MaxAgent to pop up, you cannot have closed the application entirely. -
Page 52: Logging Errors
Check the tabs you want to display in MaxAgent, and click OK. To restore all call control buttons, tabs, and application window sizes to the default settings, check Restore to default layout and click OK. Logging Errors If you want the system to keep an error log for troubleshooting, in the Configuration window check the Enable Application Log check box. -
Page 53: Index
31 MS Office Smart Tag dialing 20 auto-dialing from 40 Dialing field 20 configuring in MaxAgent 40 dialtone 11 pick up call from queue 37 Error call state 11 pickup button 37 Play state 11 MaxAgent for Lync Manual 51... - Page 54 Excel 42 configuring in Internet Explorer 43 system requirements 3 transfer button 22 transferring calls 22 Transmitting caller IDs 25 Transmitting CID phrases 26 uninstall 4 voicemail messages 28 forwarding 30 workgroup 31 Caller IDs 25 52 MaxAgent for Lync Manual...