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Summary of Contents for Altigen MaxCommunicator
- Page 1 MaxCommunicator ™ Manual MAX Communication Server Release 6.5 Update1 12/2009 4503-0001-6.5 Update1...
- 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 About MaxCommunicator ......1 New in Release 6.5 Update1 ......1 Microsoft Outlook and Outlook Express Support . - Page 4 Minimizing and Exiting MaxCommunicator ....18 Shrinking MaxCommunicator ......18 Using the Windows Tray Phone Icon .
- Page 5 HAPTER Configuring Your MaxCommunicator ....53 General Information ........54 Call Handling .
- Page 6 MaxCommunicator in Microsoft Office Communicator . .77 Installing MaxCommunicator for OCS ..... 77 Using MaxCommunicator in Office Communicator ... 78 Calling an Extension from Office Communicator .
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Page 7: Hapter
H A P T E R About MaxCommunicator MaxCommunicator is call management software for the general desktop PC user. It runs with the MAX Communication Server ACC or ACM system. 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 8: Microsoft Outlook And Outlook Express Support
MaxCommunicator 6.5 Update1 supports Microsoft Outlook 2003 and 2007, 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. You must set up the Outlook Contacts list prior to using this feature. - Page 9 • 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. MaxCommunicator Manual...
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Page 11: Hapter
• The person installing MaxCommunicator has local administrator rights on the client PC. • 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. -
Page 12: Installing Maxcommunicator On A Client System
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 13: Downgrade Procedure
Downgrade Procedure Go to Control Panel > Add/Remove Programs and remove the MaxCommunicator 6.5 Update1 program and ALL OTHER 6.5 Update1 client applications (such as MaxAgent, MaxOutlook, MaxSupervisor, AltiConsole and CDR Search). Reboot your system. Install the earlier software. MaxCommunicator Manual... - Page 14 8 MaxCommunicator Manual...
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Page 15: 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 16: 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 17: 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 18: 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 19: 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 20: 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 21: Tabbed Pages
Tabbed Pages Nine tabbed pages are available on the bottom half of the MaxCommunicator screen: Directory, History, Contacts, Voicemail, Monitor, Line Park, Speed Dial, MeetMe, and Greeting. (If you have enabled MaxCall, the MaxCall tab is available also. MaxCall requires a license and is discussed in “Using MaxCall”... - Page 22 You can pick up a parked call from the LinePark tab. Columns include: Park (the Park ID), Extension, Caller Name, Number, DNIS, and Duration. To park a call in MaxCommunicator, click the Flash button on the call control tool bar (you must customize your tool bar to display the Flash button), enter #41 (system call park) or #31 (personal call park) in the dialer field, then click the Connect button on the call control tool bar.
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Page 23: Changing Activity Status And Recording Activity Greetings
(Alternatively, you can right-click the activity, and select Record.) Use your phone or headset to record the greeting. To hear the greeting played back, click the Review. button. Change your greeting whenever you want to. MaxCommunicator Manual... -
Page 24: Turning Do Not Disturb On And Off
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 25: Using The Windows Tray Phone Icon
Note: If a new call comes in while a call is on hold, MaxCommunicator changes to normal size automatically, allowing you access to both calls. Using the Windows Tray Phone Icon After you log in, the MaxCommunicator icon is displayed in the Windows tray, normally at the bottom right of your screen. -
Page 26: Customizing The Display
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 27 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 28 Up button or Down button, until the toolbar button is where you want it. When finished, click OK. Note: When MaxCommunicator is shrunk to a strip at the top or bottom of your screen, six buttons are initially displayed by default in the shrunken toolbar: Connect, Hold, Transfer, To VM, Hangup, Redial.
- Page 29 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”...
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Page 31: 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 29 • Using call waiting, page 29 • Transferring calls, page 30 •... -
Page 32: 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 33: Shortcut-Key Dialing And Smart Tag Dialing
To find out more about this option and how to configure it, see “Select-n-Dial” on page 62. Smart Tags—If you configured your MaxCommunicator to enable Smart Tags, you can call phone numbers from Internet Explorer by clicking a green phone icon beside the number, or from Microsoft Office programs by selecting Dial By MaxClient from a Smart Tag beside the number. -
Page 34: Dialing Speed Dial Numbers
Note: Extension-type speed dial numbers are also set up by using the #25 feature code on your phone set. To edit a speed dial number in MaxCommunicator, double-click in its Type, ID, or Name columns. The Extension Speed dialog box pops up. -
Page 35: 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 36: Transferring Calls
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 37: Conference Calls
No Answer Handling” on page 58. 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 38: Station Conferencing
• 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 39 • 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 40: Meetme Conference
The station conference bridge is released when the number of conference participants is reduced to two. The displayed state changes from “Conference” to “Connected” in MaxCommunicator. The call can then be transferred, parked, or tagged with an account code, and another party with privilege can monitor, barge in, listen to, or coach the call. -
Page 41: Working In The Meetme Conference Window
Modifications you make to the display in a MeetMe Conference window are not retained after you close the window. • You can double-click a meeting to open the Modify Meeting dialog box. MaxCommunicator Manual... -
Page 42: Creating A Meeting
To create a meeting, click one of the Create buttons. The Create Meeting dialog box opens. The options in the middle panel change, depending on the frequency you select The following parameters apply to all meetings: Parameter Description The conference ID is created by the system. 36 MaxCommunicator Manual... - Page 43 Name Fill in the fields of the Create Meeting dialog box, and click OK. See the following sections for directions on filling in the fields in the middle panel of this dialog box. MaxCommunicator Manual...
- Page 44 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 45 End by and click the Calendar button to specify a date at which the meetings will cease. Monthly Meeting If you select Monthly from the Frequency drop-down list, these are your options in the middle panel: MaxCommunicator Manual...
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Page 46: E-Mailing A Meeting Invitation
End by and click the Calendar button to specify a date by which the meetings will cease. E-mailing a Meeting Invitation In the MeetMe Conference window, click the button to see an automatically generated meeting invitation. It will look something like this: 40 MaxCommunicator Manual... -
Page 47: Starting And Stopping A Meeting
Otherwise, the resources will not be freed until the scheduled meeting duration is over. What the MeetMe Conference Host Can Do If you are the host of a MeetMe conference, in addition to starting and stopping a meeting, you can: • Mute/unmute other participants MaxCommunicator Manual... -
Page 48: Continuing A Meeting Beyond Its Duration Time
Users are prompted to dial the meeting ID number. If the meeting has not yet been started, the user hears an appropriate message and can try again later. If a passcode is required, the user is prompted to enter the passcode. 42 MaxCommunicator Manual... -
Page 49: Recording Calls
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. Note: The voice recording feature is only available to Triton Analog extensions and IP extensions. -
Page 50: Using Voice Mail
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. 44 MaxCommunicator Manual... -
Page 51: 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 52: Save At Remote Server Or Export Locally
Also, when you play a voicemail, MaxCommunicator shows Play VM in the Call Control panel, and shows the play duration . (The duration does not reflect fast forwarding or fast rewinding.) -
Page 53: Attaching A Note
If you need 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. The matching extension or name displays in the list as you type. Notes: • Click on the column headings to sort the data. MaxCommunicator Manual... -
Page 54: Monitoring The Activity Of Other Extensions
Choosing Extensions to Monitor To choose extensions to monitor: Click the Monitor tab, and click the Select Extensions button the bottom of the Monitor page. 48 MaxCommunicator Manual... -
Page 55: 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 MaxCommunicator Manual... -
Page 56: Calling Or Picking Up Calls
• Number—the extension or phone number on the other end of the call. Click a number in the Number column to dial that number. • Name—Caller ID information, if available. • Date/Time—the date and time of the call. 50 MaxCommunicator Manual... -
Page 57: 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 58 Send an instant message—If you have configured Enable OCS Client in the MaxCommunicator Configuration window, click on a contact’s IM address or OCS presence field to initiate instant messaging with that contact.
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Page 59: Configuring Your Maxcommunicator
(MaxCommunicator) to trace errors. 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 60: General Information
General Information The General Info screen lets you edit your password and configure the following general settings for MaxCommunicator. You can configure these general settings: • Default Trunk Access—The trunk access codes are defined by the system administrator. When you get an incoming call over multiple trunks and cannot issue a return call, the system will automatically select the default trunk access code to place your call. - Page 61 Click OK. Enabling and Disabling the Max Smart Tag in Internet Explorer You can enable and disable the Max Smart Tag in Internet Explorer. In IE, go to Tools > Manage Add-ons. The Manage Add-ons dialog box opens: MaxCommunicator Manual...
- Page 62 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 the Connect button to make the call. 56 MaxCommunicator Manual...
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Page 63: Call Handling
Enterprise Manager to synchronize the systems. Otherwise this feature will not work. 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. -
Page 64: Forwarding All Calls
Forwarding All Calls When you configure your MaxCommunicator to forward all calls, the information is displayed in the status bar, for example if you choose to forward all calls to an auto attendant, is displayed in the status bar. If you want to forward calls to an external number, select a trunk access code in the drop-down list, then begin with the outside trunk or route access digit and any long distance prefix digits such as 1 and area code. -
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
See “Call Handling” on page 57 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. 60 MaxCommunicator Manual... - Page 67 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 68: 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. 62 MaxCommunicator Manual... -
Page 69: Working With Voice Mail Groups (Distribution Lists)
• 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. Working with Voice Mail Groups (Distribution Lists) You can set up voice mail groups (distribution lists) to forward messages to multiple recipients at the same time. -
Page 70: Working On Voice Mail Group 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 71 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. MaxCommunicator Manual...
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Page 72: 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 73: 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 74 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.
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Page 75: 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 76: Theme Selection
Theme Selection Choose the display theme of your MaxCommunicator in the Configuration window’s Customization > Theme Selection screen. Select a theme and click Apply to see the change, or click OK to accept the theme. The theme changes without restarting MaxCommunicator. - Page 77 • 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 78: Log
Log screen in the Configuration window. Logs are stored in your \\Documents and Settings\username\Local Settings\Application Data\AltiGen\MaxCommunicator folder. The Enable IPTalk Log check box is available only if you’re using IPTalk. The Application log is for MaxCommunicator. 72 MaxCommunicator Manual... -
Page 79: Using Maxcall
A MaxCall license must be assigned to your extension before you can see the MaxCall tab. Logging in to MaxCall When you log in to MaxCommunicator, check the Enable MaxCall check box. When you are logged in, the MaxCall tab is available to you. -
Page 80: The Maxcall Tab
Your phone is released so you can make another call. Note: Instead of selecting the phrase before making a call and then clicking the Transfer to Phrase button, you can double-click on a phrase after the call is connected. 74 MaxCommunicator Manual... -
Page 81: Recording A Phrase
You receive a confirmation message. The phrase is deleted from MAXCS and from the MaxCall list of phrases. To review the phrase, click the Review button. Your phone will ring. Answer the phone and listen to the phrase. MaxCommunicator Manual... - Page 82 You can delete the phrase after listening or simply exit the dialog box. 76 MaxCommunicator Manual...
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Page 83: Maxcommunicator In Microsoft Office Communicator
H A P T E R MaxCommunicator in Microsoft Office Communicator You can install MaxCommunicator for OCS and use it as an embedded application in Office Communicator. Note: MaxCommunicator for OCS requires a MaxCommunicator license. How to use MaxCommunicator is described earlier in this manual. It works the same in Office Communicator, with a few differences, which are described in this chapter. -
Page 84: Using Maxcommunicator In Office Communicator
Enter your MAXCS server’s IP address, your extension, and your password. Check any check boxes you want to, and click Sign In. When you are signed in, MaxCommunicator appears within Office Communicator at the bottom of the screen. 78 MaxCommunicator Manual... - Page 85 • No Activity drop-down list. Set your activity state in Office Communicator, and it’s reflected in MaxCommunicator. (Busy = Meeting in MaxCommunicator, and Be Right Back = Away). • No pop-up keypad beside the dialer box. • DND Off/On is not on the toolbar. You can add it to the toolbar in the Toolbar Customization dialog box (right-click the toolbar and click Customize).
- Page 86 • No Help button. Instead, to access MaxCommunicator help, left click on the Office Communicator “Show menu” button, and select Tools > About MaxCommunicator: Figure 2. Accessing help for MaxCommunicator The About box opens. In the About box, click the Help button.
- Page 87 The tabs area is different in the following ways: • MaxCommunicator has only a tabs bar, and the tabbed pages don’t show in Office Communicator. To display the tabbed pages, click any tab and all the tabbed pages appear in full in a separate window that you can resize, minimize, and dismiss.
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Page 88: Calling An Extension From Office Communicator
Calling an Extension from Office Communicator You can call an extension from Office Communicator. To do so, right-click an extension in Office Communicator and choose Call Extension from the menu. 82 MaxCommunicator Manual... -
Page 89: 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 90: 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. 84 MaxCommunicator Manual... -
Page 91: Index
29 from Office Communicator 82 forwarding all calls 58 using shortcut keys 27, 56 forwarding voice mail 47 conference call 31 Conference state 14 conferencing MeetMe 34 general configuration 54 station 32 GoldMine 2, 67 MaxCommunicator Manual 85... - Page 92 84 phrase 75 Play state 15 using a phrase 74 pop-up windows 19 MaxCommunicator configuration 53 MaxCommunicator for OCS differences 77 reconnecting 11 getting help in 80 record state 15 installing 77 recording calls 44 requirements 77...
- Page 93 ToS(Hex) 71 transfer to auto attendant 31 transferring calls to voice mail 30 troubleshooting connectivity 83 troubleshooting IP connectivity 84 uninstall 6 upgrade 2 voice mail forwarding 47 playing 45 voice mail group 63 voice recording 44 MaxCommunicator Manual 87...
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