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Altigen MaxOutlook Manual

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MaxOutlook
™
Manual
MAX Communication Server
Release 6.7
May 2012

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Summary of Contents for Altigen MaxOutlook

  • Page 1 MaxOutlook ™ Manual MAX Communication Server Release 6.7 May 2012...
  • Page 2 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.

  • Page 3: Table Of Contents

    Installing MaxOutlook on a Client System ....4 Uninstalling MaxOutlook ........4 Automatic Upgrade .
  • Page 4 HAPTER Configuring MaxOutlook ......51 General Information ........52 Configuring Microsoft Office programs to display the Max Smart Tag .
  • Page 5 Index ..........77 MaxOutlook Manual...
  • Page 6 MaxOutlook Manual...

  • Page 7: About Maxoutlook

    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.
  • Page 8 (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.

  • Page 9: Installation

    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.

  • Page 10: Installing Maxoutlook On A Client System

    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 From the Windows Start menu, select Control Panel >...

  • Page 11: Automatic Upgrade

    Automatic Upgrade Each time you start up MaxOutlook, 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 MaxOutlook is out- of-date, you are prompted for upgrade permission.
  • Page 12 6 MaxOutlook Manual...

  • Page 13: Hapter

    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 MaxOutlook to run. The MaxOutlook login screen appears. Logging In 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...

  • Page 14: Logging In Remotely

    (You can also log in as a workgroup or a huntgroup.) If you want to store your login password and have it entered automatically the next time you log in to MaxOutlook, check the Always save password check box. Note: Up to eight unsuccessful login attempts are allowed,...

  • Page 15: Ip Extensions Using Iptalk

    (ISP). Start Microsoft Outlook and, when the MaxOutlook login screen appears, log in to MaxOutlook using your Extension and Password as usual. If you will be using a headset plugged into your PC, check the Enable IPTalk softphone check box.

  • Page 16: Overview Of The Main Window

    After you log in to MaxOutlook, Microsoft Outlook displays the MaxOutlook status bar and call handling toolbar and the Microsoft Outlook folder you were last working in. If that was not MaxOutlook, then click the MaxOutlook folder to switch to the MaxOutlook screen.

  • Page 17: Status Bar

    0 (muted) to 100 (loudest). You can customize the MaxOutlook display: select the toolbar buttons, columns, and tabs you need and their order of appearance; and sort columns in ascending or descending order. See “Customizing the Display”...

  • Page 18: Call Handling Toolbar

    If you’re using IPTalk, you can mute the call (using the Mute toggle button) and control the volume using the volume control. Mute button (toggle) Volume control • Configure MaxOutlook. (See “Configuring MaxOutlook” on page 51.) • Open help. Call Handling Toolbar MaxOutlook’s call handling toolbar provides: •...

  • Page 19: 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 MaxOutlook is ready to dial out • Error—receipt of an error tone • Hold—the call is on hold •...
  • Page 20 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 MaxOutlook, 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.

  • Page 21: Changing Activity Status

    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. MaxOutlook Manual...

  • Page 22: Turning Do Not Disturb On And Off

    When you begin a new search, all the information that was on the tab reappears. Or you can clear the field beside the magnifying glass or make another selection in the Search in field, and you’ll see all the information on the tab. 16 MaxOutlook Manual...

  • Page 23: Customizing The Display

    Customizing the Display You can customize the MaxOutlook display to meet your needs in the following ways: • 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.
  • Page 24 Up button or Down button, until the toolbar button is where you want it. When finished, click • Pop up MaxOutlook when you get an incoming call while you are doing something else. See “Call Alert Options” on page 63. •...

  • Page 25: Performing Other Microsoft Outlook Tasks

    Click a button in the MaxOutlook call handling toolbar. • Click the Voicemail button in the MaxOutlook status bar. When a call is coming in, MaxOutlook will pop up if you have configured it to do so in the MaxOutlook Configuration screen. MaxOutlook Manual...

  • Page 26: Exiting And Restarting Maxoutlook

    Microsoft Outlook, make sure that it goes through its entire shutdown procedure first. If it does not shut down completely, and you restart it, Microsoft Outlook will launch without MaxOutlook and without any access to MaxOutlook. Waiting a few minutes should give Microsoft Outlook enough time to exit completely.

  • Page 27: Hapter

    Managing contacts, see “Using the Contacts Tab” on 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 MaxOutlook toolbar. MaxOutlook Manual...

  • Page 28: Maxoutlook Manual

    Dialing Out To dial a number, click in the dialing field, enter a number or name, press the Enter key, and then click the Connect button in the MaxOutlook toolbar. Note: To clear the dialing field, delete the number in it, and then press the Enter key.

  • Page 29: Dialing Speed Dial Numbers

    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 MaxOutlook, double-click in its Type, ID, or Name columns. The Extension Speed dialog box pops up. Make your edits, and click OK.

  • Page 30: Redialing

    During a phone call, either click the word Connected in the call’s State cell or click the Hold button in the MaxOutlook toolbar. The state of the call is changed from connected to a hold state and you will hear the dial tone.

  • Page 31: Transferring Calls

    The call is also reconnected if the third party doesn’t answer. Transferring to Voice Mail While connected to a call, click the To Voicemail button in the MaxOutlook toolbar. In the box that pops up, choose the extension you want to send the call to, then click OK.
  • Page 32 To transfer a call to an auto attendant, while connected to the call click the To Auto Attendant button in the MaxOutlook toolbar. The AA Selection box pops up. Use the drop-down list to select an auto attendant to transfer to.

  • Page 33: Conference Calls

    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 MaxOutlook dials the new number, the other party or parties go into Hold Pending state, and you see a confirmation dialog box.
  • Page 34 The conference host is the user who initiates the conference call, and only the conference host can drop a call from conference. If the conference host hangs up, no one else in the conference call can drop a call from the conference. 30 MaxOutlook Manual...

  • Page 35: 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 MaxOutlook Manual...

  • Page 36: Working In The Meetme Conference Window

    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. Creating a Meeting To create a meeting, click one of the Create buttons. 32 MaxOutlook Manual...
  • Page 37 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. MaxOutlook Manual...
  • Page 38 If other scheduled meetings have already reserved resources for the time period, and sufficient resources are not available for the meeting you are attempting to schedule, a message pops up telling you that there is a resource conflict. 34 MaxOutlook Manual...
  • Page 39 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: MaxOutlook Manual...
  • Page 40 Select either On Date to specify a day of the month by number (for example, the 10th day of the month) or select On to specify a day of the month by name (for example, the first Monday of the month). 36 MaxOutlook Manual...

  • Page 41: E-Mailing A Meeting Invitation

    To start a meeting if you are the host, select the meeting in the MeetMe Conference window and choose Start. Once the meeting is “started,” the host can log into it (see “Joining a MeetMe Conference” on page 39). MaxOutlook Manual...

  • Page 42: What The Meetme Conference Host Can Do

    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. 38 MaxOutlook Manual...

  • Page 43: Joining A Meetme Conference

    Recording on Demand When the system administrator has set your extension to record on demand (either to a central location or to your voice mail), you can use MaxOutlook to initiate the recording. To record a call—While connected to a call, click the Record button or right-click the call and select Start Recording from the context menu.

  • Page 44: Using Account Codes

    To associate a call in progress with an account code—Click the Account Code button in the MaxOutlook toolbar, or right-click the number, and choose Account Code from the menu. In the Account Code dialog box, select an account code if a list is displayed, and click OK.

  • Page 45: Using Voice Mail

    Using Voice Mail Click the Voicemail tab in the MaxOutlook window to see a list of your voice mail messages. Clicking the Voicemail button in the MaxOutlook status bar also displays the Voicemail tab.

  • Page 46: Save At Remote Server Or Export Locally

    When you listen to a new message, the envelope icon changes from closed to open, indicating that the message has been heard, and the type font changes from bold to regular. Also, when you play a voicemail, MaxOutlook shows Play in the Call Control panel, and shows the play duration . (The duration does not reflect fast forwarding or rewinding.)

  • Page 47: 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 extensions or names display in the list as you type. Notes: Click the column headings to sort the data. MaxOutlook Manual...

  • Page 48: Monitoring The Activity Of Other Extensions

    Reading the Monitor List The monitor tab includes these fields: State, Extension, Name, Activity, DND/FWD, Caller Name, Number, Department, Location, DNIS, and Duration. The state can be one of the following: • Idle—the extension is not in use 44 MaxOutlook Manual...

  • Page 49: Calling A Monitored Extension

    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. MaxOutlook Manual...

  • Page 50: 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. MaxOutlook will ask you to confirm the deletion; click Yes to delete or No to cancel:...
  • Page 51 Send an instant message—If you have configured Enable OCS Client in the MaxOutlook Configuration window, click on a contact’s IM address or OCS presence field to initiate instant messaging with that contact. You need to have OCS client installed to use this feature.
  • Page 52 48 MaxOutlook Manual...

  • Page 53: Hapter

    Log—enabling a log to be created for IPTalk and for this application (MaxOutlook) to trace errors. Note: Some options may not be available to you. Click the Configuration button in the MaxOutlook status bar to configure these options. In the Configuration window, click Apply or OK to save your changes: •...
  • Page 54 After checking Enable Smart Tag, you need to close and reopen Internet Explorer and the Microsoft Office programs. Then you must configure your Microsoft Office programs to display the Max Smart Tag, as follows. 52 MaxOutlook Manual...

  • Page 55: Configuring Microsoft Office Programs To Display The Max Smart

    Click OK. Enabling / 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: MaxOutlook Manual...
  • Page 56 Enable Auto Dial—If you check this box, any phone number you dial using a Smart Tag or the Select-n-Dial method is dialed automatically. The phone number appears in the Number column and the state column displays Ringing. 54 MaxOutlook Manual...

  • Page 57: Call Handling

    • Disable Auto Format—If the MAX Communication Server’s country code is US/Canada, MaxOutlook automatically adds the long distance/ international dialing prefix (corresponding to the server’s country code) when returning a call from voice mail or when making a call from the History tab.

  • Page 58: Forwarding All Calls

    Enable Busy Call Handling settings, described below. Checking Enable Do Not Disturb here has the same effect as clicking the DND button in the MaxOutlook main window. Busy Call Handling and No Answer Handling You can use these options to specify how you want to handle incoming calls when you’re already on the phone or when you can’t answer the phone, for...

  • Page 59: One Number Access (Ona)

    It is the number of times the phone rings before the system forwards the call to an extension, voice mail, or the auto attendant. To have MaxOutlook 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 60: Before You Set Up Ona

    ONA must be enabled for your extension by your system administrator. • The settings on your MaxOutlook 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 61 When ONA is active, the system dials the forwarding number(s) in the order from Forwarding Number 1 through Forwarding Number 4. Note that this number order does not correspond to the Schedule order—for example, Forwarding Number 2 is not used first during Schedule Num- ber 2. MaxOutlook Manual...

  • Page 62: Message Notification

    You can set these notification options: • The types of messages about which you want to be alerted: none, urgent voice messages only, or all voice messages. • Schedule—Select during what hours you want to be alerted. 60 MaxOutlook Manual...

  • Page 63: Working With Voice Mail Groups (Distribution Lists)

    There are two types of voice mail groups you can use: • System-based groups are set up by the system administrator. You can use but not edit these lists in MaxOutlook. You can, however, add a comment that is displayed in your MaxOutlook. •...
  • Page 64 Creating a personal voice mail group Click the New button in theVM Group Edit dialog box. The Create Group dialog box opens. Click the drop-down list to select a Group ID. 62 MaxOutlook Manual...

  • Page 65: Call Alert Options

    Click OK. Call Alert Options If you want MaxOutlook 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: •...

  • Page 66: Voice Mail Play Options

    • Screen Pop—When a new call comes in, the MaxOutlook main window pops up. You can then answer the call or perform other MaxOutlook actions. • Audio Beep—Your computer beeps you when you have a call. Voice Mail Play Options Choose Options >...
  • Page 67 0. For example, if you choose 7 (the default) in the Match Digits field, and the number is 10.10.10.6- 915102529712, MaxOutlook would match the last 7 digits, or 2529712, to identify the caller for you.

  • Page 68: Tab Layout

    OCS server must be configured to allow connecting via TLS. Tab Layout You can choose which tabs you want to display in MaxOutlook 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 69: Iptalk

    • 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. MaxOutlook Manual...

  • Page 70: Log

    Log screen in the Configuration window. Logs are stored in your \\Documents and Settings\username\Local Settings\Application Data\AltiGen\MaxOutlook directory. The Enable IPTalk Log check box is available only if you’re using IPTalk. The Application log is for MaxOutlook. 68 MaxOutlook Manual...

  • Page 71: 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 MaxOutlook, check the Enable MaxCall check box. When you are logged in, the MaxCall tab is available to you. The MaxCall Tab The MaxCall tab looks like the following figure.

  • Page 72: Using A Phrase

    The MaxCall tab has four columns: • Phrase—List of phrases, or scripts, that you have recorded. These are stored on the MAXCS server. • Date—The date the phrase was recorded or last modified. • Duration—The duration of the phrase in hh:mm:ss format. •...

  • Page 73: Reviewing A Phrase

    Click the Add/Review Phrase button. The Add/Remove Phrase dialog box appears. Select the Record button. Enter a name in the Phrase Name text box. Click the Record button. Your phone will ring. Answer the phone and record the message. Click the Stop button. The message is saved as a phrase on MAXCS, and MAXCS notifies you and adds the new phrase to the phrase list in MaxCall.
  • Page 74 74 MaxAgent Manual...

  • Page 75: Appendix

    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 is unavailable.

  • Page 76: Troubleshooting Ip Connectivity From A Remote Location

    IP address and that an an IPTalk License. IPTalk License has been assigned. The version of The installed version of Upgrade MaxOutlook to match MaxOutlook on your MaxOutlook does not the current running version of desktop is out of date. match the version of MAX Communication Server.

  • Page 77: Index

    57 call pending call state 13 error call state 13 call recording 43 error messages 75 call states, described 13 exiting MaxOutlook 21 call transfer 27 call waiting 27 multiple 58 calling flash button 26 by auto-dial 24...
  • Page 78 One Number Access 60 enabling 71 ping 76 how to use 71 play VM call state 13 recording a phrase 73 pop up MaxOutlook when extension reviewing and deleting a rings 19 phrase 73 using a phrase 72 MaxOutlook configuration 51...

  • Page 79: Station Conferencing

    24 single call waiting 57 SIP transport settings 70 Smart Tags configuring in Internet Explorer 53 configuring in MaxOutlook 52 configuring in Microsoft Office 53 Speed Dial tab 14 speed dialing 25 starting MaxOutlook 7...

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