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Altigen MaxAgent Manual

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MaxAgent
™
Manual
MAX Communication Server
Release 6.5 Update1
12/2009 4503-0001-6.5 Update1

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  • Page 1 MaxAgent ™ 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.

  • Page 3: Table Of Contents

    HAPTER About MaxAgent ........1 New in Release 6.5 Update1 ......1 Microsoft Outlook and Outlook Express Support .
  • Page 4 Minimizing and Exiting MaxAgent ......20 Shrinking MaxAgent ........20 Using the Windows Tray Phone Icon .
  • Page 5 Viewing the Call History ....... . 53 Adding Your Contacts to MaxAgent ..... . . 55 Checking Workgroup Status .
  • Page 6 MaxAgent in Microsoft Office Communicator ..85 Installing MaxAgent for OCS ......85 Using MaxAgent in Office Communicator .

  • Page 7: Hapter

    H A P T E R About MaxAgent MaxAgent is a Windows desktop application designed to improve the performance of workgroup and call center agents in a MAX Communication Server ACC/ACM (MAXCS) environment. MaxAgent allows workgroup agents to manage workgroup calls from their computers.

  • Page 8: Microsoft Outlook And Outlook Express Support

    MaxAgent 6.5 Update1 supports Microsoft Outlook 2003 and 2007, allowing you to obtain phone numbers to dial from a Microsoft Outlook Contact list. MaxAgent also lets you see the incoming calls that have a matching record in the Contact list.

  • Page 9: Licensing

    Licensing The following AltiGen licenses are required: • MaxAgent requires a MaxAgent seat license for each user, or a MaxAgent session license. • The IPTalk feature requires an IPTalk license for each user, or an IPTalk session license. • ACT! and GoldMine integration require an Integration Connector license for each user.
  • Page 10 4 MaxAgent Manual...

  • Page 11: Hapter

    • The person installing MaxAgent has local administrator rights on the client PC. • The extension affiliated with the client PC has a MaxAgent Seat License assigned to it, or there is a MaxAgent Session License installed in the MAXCS system.

  • Page 12: Installing Maxagent On A Client System

    Alternatively, if your system administrator has loaded MaxAgent on a shared network server, you can copy the files in the MaxAgent folder to your desktop PC, and run the MaxAgent Setup program. Uninstalling MaxAgent From the Windows Start menu, select Control Panel >...
  • Page 13 (such as MaxCommunicator, MaxSupervisor, MaxOutlook, AltiConsole and CDR Search). Reboot your system. Install the earlier MaxAgent software, as appropriate. MaxAgent Manual...
  • Page 14 8 MaxAgent Manual...

  • Page 15: Hapter

    H A P T E R Getting Started Start MaxAgent from the Microsoft Windows Start menu, by choosing Start > All Programs > MaxAgent > MaxAgent 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 MaxAgent to run.
  • Page 16 Enter your Extension number and Password assigned to your phone. If you want to store your login password and have it entered automatically the next time you log in to MaxAgent, check the Always save password check box. 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 system administrator).

  • Page 17: Version Mismatch Dialog Box

    Click OK. Version Mismatch Dialog Box If your version of MaxAgent 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 MaxAgent startup is terminated and a software upgrade session is started.

  • Page 18: Ip Extensions Using Ip Talk

    To use IPTalk, you need an AltiGen-certified USB headset system (your phone system administrator or AltiGen dealer can recommend headsets). Important: You can run only one instance of MaxAgent with IPTalk per system. To make and receive calls using IPTalk Connect your headset to your PC.

  • Page 19: Status Bar

    From the status bar you can do the following: • Change your activity state from the drop-down list (see “Changing Activity Status and Recording Activity Greetings” on page 18). • If you have configured Call Handling to forward all calls, see the target destination, for example, MaxAgent Manual...

  • Page 20: Toolbar Buttons

    Mute button (toggle) Volume control • Shrink MaxAgent to a single tool bar and restore it to normal size by selecting from the drop-down menu • Configure MaxAgent (see “Configuring Your MaxAgent” on page 59).

  • Page 21: 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 MaxAgent is ready to dial out • Error—receipt of an error tone • Hold—the call is on hold •...

  • Page 22: Tabbed Pages

    You can right-click a call to access a context menu for that call. Then select from commands available for that call. Tabbed Pages Thirteen tabbed pages are available on the bottom half of the MaxAgent screen: Voicemail, Contacts, Greeting, Performance, History, Directory, WG Status, Speed Dial, WG Voicemail, MeetMe, Monitor, WG Queue, and LinePark.
  • Page 23 Contacts—A list of contacts you have added to your MaxAgent. Columns include: Name, Company, Business Phone, Mobile Phone, Email Address, IM Address, OCS Presence, Home Phone. To find out how to add contacts to your MaxAgent, see “CRM Integration” on page 74.

  • Page 24: Changing Activity Status And Recording Activity Greetings

    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 MaxAgent, 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 25: Setting Status To Ready Or Not Ready

    Note: If the system administrator has disabled the Do Not Disturb feature for the extension, the DND feature will not be available to you. If you select DND, an alert pops up informing you that DND is not allowed. MaxAgent Manual...

  • Page 26: Log Out Or Change Workgroups

    Minimize - To minimize MaxAgent, 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 - If you are shutting down Microsoft Windows, MaxAgent will exit automatically.

  • Page 27: Using The Windows Tray Phone Icon

    When MaxAgent is shrunk and you put a call on hold (by clicking the Hold button), the number flashes. Clicking the number reconnects to the call. Note: If a new call comes in while a call is on hold, MaxAgent changes to normal size automatically, allowing you access to both calls.

  • Page 28: Customizing The Display

    Customizing the Display You can customize the MaxAgent display to meet your needs in the following ways: • Resize MaxAgent 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 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, MaxAgent keeps the sort order of the previously clicked column.
  • Page 30 Up button or Down button, until the toolbar button is where you want it. When finished, click OK. Note: When MaxAgent 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, Transfer, To VM, Hangup, Redial, Hold.
  • Page 31 Show Dialer check box. • Pop up MaxAgent when you have incoming calls. Pop ups work when MaxAgent 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 64.
  • Page 32 26 MaxAgent Manual...

  • Page 33: Hapter

    H A P T E R Using MaxAgent as a Workgroup Agent MaxAgent call handling-related functions include: • Answering calls, page 27 • Dialing out, page 28 • Placing calls on hold, page 31 • Using call waiting, page 32 •...

  • 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 MaxAgent. • 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: 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 MaxAgent 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 36: Dialing Speed Dial Numbers

    Additionally, if you were using the Smart Tag method with a particular program, for example, MaxOutlook, and then you open a Smart Tag-enabled MaxAgent, MAXCS will continue dialing a Smart Tag call through MaxOutlook. To have the call dialed through MaxAgent, close MaxOutlook.

  • Page 37: Redialing

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

  • Page 38: Using Call Waiting

    User Data field of the call (for the call to carry user data, it must be a trunk call), and that note will be displayed on the MaxAgent screen of the person receiving the transfer. The agent receiving the transfer can add data to this field but cannot delete data.

  • Page 39: Displaying A Note On The Ip Phone Lcd

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

  • Page 40: Transferring To Voice Mail

    To AA button while the call is ringing. Forwarding Calls Using Do Not Disturb If allowed, click the DND button to forward all incoming calls according to your “Enable Busy Call Handling” settings. See “Busy Call Handling and No Answer Handling” on page 56. 34 MaxAgent Manual...

  • Page 41: Making 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 MaxAgent dials the new number, the other party or parties go into Hold Pending state, and you see a confirmation dialog box. MaxAgent Manual...
  • Page 42 • 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. 36 MaxAgent Manual...

  • Page 43: 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 MaxAgent. 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 44: 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. 38 MaxAgent Manual...

  • Page 45: 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. MaxAgent Manual...
  • Page 46 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. 40 MaxAgent Manual...
  • Page 47 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: MaxAgent Manual...
  • Page 48 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: 42 MaxAgent Manual...

  • Page 49: 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: MaxAgent Manual...

  • Page 50: 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 other participants 44 MaxAgent Manual...

  • Page 51: 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. MaxAgent Manual...

  • Page 52: Recording Calls

    Recording on Demand When the system administrator has set your extension to record on demand (to a central location or to your voice mail), you can use MaxAgent 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 53 Note: Do not enter an account code while recording; doing so will disconnect the call. To change the account code for a call in progress, repeat the steps above, entering the new account code to assign the call to. MaxAgent Manual...

  • Page 54: Checking Voice Mail

    • Heard voice mail 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 55: 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, MaxAgent shows Play VM in the Call Control panel, and shows the play duration .

  • Page 56: Returning A Call

    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 group and/or extension to which you want to forward the message. 50 MaxAgent Manual...

  • Page 57: Monitoring The Activity Of Other Extensions/Workgroups

    Monitoring the Activity of Other Extensions/ Workgroups If your system administrator has configured your extension for monitoring, you can monitor the activity on the other extensions in your workgroup, view call history, view workgroup statistics, and view calls in queue. MaxAgent Manual...

  • Page 58: Choosing Workgroups To Monitor

    Select the check boxes next to the extensions/workgroups 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. 52 MaxAgent Manual...

  • Page 59: 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. MaxAgent Manual...
  • Page 60 • Note—a note attached to the call. If you entered a note in the User Data field of the active call, that note appears here. You can also enter a note on the History tab by double-clicking the Note field and typing your note. 54 MaxAgent Manual...

  • Page 61: Adding Your Contacts To Maxagent

    Use the Delete button to delete selected calls in the history list. Use the Delete All button to delete the entire call history list. MaxAgent will ask you to confirm the deletion; click Yes to delete or No to cancel:...

  • Page 62: Viewing Your Workgroup Performance

    If you have been removed from a workgroup by the system administrator, all your statistics related to that workgroup will also be removed from the Performance tab. The statistics on this tab are cleared if the system is reset. 56 MaxAgent Manual...

  • Page 63: Viewing Queues

    Priority queue time is reset to 0 when the call’s priority is promoted to a higher level. • Caller ID, Caller Name (if available), DNIS • Priority—The priority level assigned to the call • SKLR—Skill level required • Type—Queue call type MaxAgent Manual...

  • Page 64: Pick Up Calls From Queue

    The MaxAgent ActiveX Control Object is an ActiveX Object. It works with MaxAgent by getting call-related information from MaxAgent, which acts as a server. Based on the call information, MaxAgent will implement corresponding actions, such as popping up corresponding customer information and logging Caller ID into a database.

  • Page 65: Configuring Your Maxagent

    (MaxAgent) to trace errors Note: Some options may not be available to you. Click the button in the upper right of the MaxAgent main window to configure these options. In the Configuration window, click Apply or OK to save your changes: •...

  • Page 66: General Information

    General Information The General Info screen lets you edit your password and configure the following general settings for MaxAgent. 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 67 3. 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: MaxAgent Manual...
  • Page 68 Ringing. 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.

  • Page 69: 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 70 Forwarding All Calls When you configure your MaxAgent 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. Forwarding calls to an external number is not allowed in MaxAgent.

  • Page 71: One Number Access (Ona)

    To have MaxAgent 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 72: Before You Set Up Ona

    • ONA must be enabled for your extension by your system administrator. • The settings on your MaxAgent 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 73 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. MaxAgent Manual...

  • Page 74: 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. 68 MaxAgent Manual...

  • Page 75: 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 76: Working On Voice Mail Group Lists

    MaxAgent. You can, however, add a comment that is displayed in your MaxAgent. • Personal groups can be set up and modified in MaxAgent 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 77 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. MaxAgent Manual...

  • Page 78: Call Alert Options

    Call Alert Options If you want MaxAgent 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—Disable screen pop. • Screen Pop—When a new call comes in while MaxAgent is minimized on the taskbar, the MaxAgent main window pops up.

  • Page 79: Voice Mail Play Options

    The window shows the “exceeds” alert only when the threshold is first crossed. For example, if you have configured your MaxAgent to show the alert when calls in queue (CIQ) exceeds 3, the window will pop up only when CIQ changes from 3 to 4;...

  • Page 80: Crm Integration

    Use Database Selector—Check this check box to allow integration of your company’s CRM database with your MaxAgent, 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 MaxAgent accesses from the database.

  • Page 81: 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 MaxAgent 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 82: Theme Selection

    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. Theme Selection Choose the display theme of your MaxAgent in the Configuration window’s Customization >...

  • Page 83: Iptalk

    Select a theme and click Apply to see the change, or click OK to accept the theme. The theme changes without restarting MaxAgent. IPTalk If you’re using IPTalk, set the options in the IPTalk configuration screen: MaxAgent Manual...
  • Page 84 • 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. 78 MaxAgent Manual...

  • Page 85: Log

    Log screen in the Configuration window. Logs are stored in your \\Documents and Settings\username\Local Settings\Application Data\AltiGen\MaxAgent folder. The Enable IPTalk Log check box is available only if you’re using IPTalk. The Application log is for MaxAgent. MaxAgent Manual...
  • Page 86 80 MaxAgent Manual...

  • Page 87: 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 MaxAgent, 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 88: Using A Phrase

    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. 82 MaxAgent Manual...

  • Page 89: 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. MaxAgent Manual...
  • Page 90 You can delete the phrase after listening or simply exit the dialog box. 84 MaxAgent Manual...

  • Page 91: Maxagent In Microsoft Office Communicator

    You can install MaxAgent for OCS and use it as an embedded application in Microsoft Office Communicator. Note: MaxAgent for OCS requires a MaxAgent license. How to use MaxAgent is described earlier in this manual. It works the same in Office Communicator, with a few differences, which are described in this chapter.

  • Page 92: Using Maxagent In Office Communicator

    Using MaxAgent in Office Communicator To use MaxAgent within Office Communicator, launch Office Communicator. It detects that you have MaxAgent for OCS installed, and the following panel appears at the bottom of Office Communicator: Enter your MAXCS server’s IP address, your extension, and your password.
  • Page 93 MaxAgent call information/workgroup MaxAgent tabs information pane Figure 1. MaxAgent running in Office Communicator The toolbar is different in the following ways: • 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).
  • Page 94 • No Help button. Instead, to access MaxAgent help, left click on the Office Communicator “Show menu” button, and select Tools > About MaxAgent: Figure 2. Accessing help for MaxAgent The About box opens: In the About box, click the Help button.
  • Page 95 The tabs area is different in the following way: • MaxAgent 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.

  • Page 96: Calling An Extension From Office Communicator

    Figure 4. The drop-down list shows the rest of the tabs you selected If you select tabs while the MaxAgent tabbed pages window is open, the window changes to reflect your selections. To select tabs in the tabbed pages window, itself, you have to have the window extended horizontally so that you can right-click in the space at the right of the tabs to open the list of tabs.
  • Page 97 MaxAgent Manual...
  • Page 98 92 MaxAgent Manual...

  • Page 99: Errors And Troubleshooting

    The following errors may be displayed as login or connectivity errors. Error Message Description Solution AltiServ or MAXCS con- No MaxAgent was found Maintain the number of MaxAgent nection limit has been OR more than allowed license keys or add additional ses- exceeded. number of MaxAgent sion licensing.

  • Page 100: Troubleshooting Ip Connectivity From A Remote Location

    Error Message Description Solution The version of Max- The installed version of Upgrade MaxAgent to match the Agent on your desktop is MaxAgent does not match current running version of MAX out of date. the version of MAX Com- Communication Server.

  • Page 101: Index

    32 multiple 65 calling by auto-dial 29 general configuration 60 from Office Communicator 90 GoldMine 2 using shortcut keys 29, 62 GoldMine, integrating with 74 conference call 35 Conference state 15 conferencing MeetMe 37 history logs 53 MaxAgent Manual...
  • Page 102 15 monitoring 51 hold button 31 MS Office Smart Tag hold pending 15, 53 auto-dialing from 60 configuring in MaxAgent 60 multiple call waiting 65 idle state 15 installation requirements 5 Internet Explorer no answer handling 64 enabling/disabling Max Smart...
  • Page 103 Explorer 61 configuring in MaxOutlook 60 configuring in Microsoft Office 61 speed dial list 30 station conferencing 35 Switch button in MaxAgent for OCS 88 system requirements 5 TCP socket 94 ToS(Hex) 78 transfer to auto attendant 34 transferring calls to voice mail 34...

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