Altigen MaxACD Administrator Manuals

Manuals and User Guides for Altigen MaxACD Administrator. We have 1 Altigen MaxACD Administrator manual available for free PDF download: Manual

Altigen MaxACD Administrator Manual (261 pages)

for Lync using the MaxACD Administrator application

Brand: Altigen | Category: Software | Size: 4 MB

Table of Contents
3
About this Manual
11
Chapter 1: Overview

13
- Maxacd Features
  13
- Automatic Call Distribution Features
  14
- Auto Attendant (AA) Features
  17
- Voice Mail Features
  17
- Exchange Integration Features
  18
- Administration Features
  19
- Voice over IP Features
  20
- Additional Workgroup-Related Applications
  20
- Capacities
  21
Chapter 2: System Requirements and Installation

23
Chapter 3: Getting Around Maxacd Administrator

31
- Logging in and out
  31
- Changing the Password
  32
- The Maxacd Administrator Main Window
  32
  - The Main Menu
    32
  - Quick Access Toolbar
    33
  - Status Bar
    34
- The View Windows
  34
  - Components View Window
    34
  - Trunk View Window
    35
  - Extension View Window
    36
  - Call Log View Window
    36
  - Workgroup View Window
    37
  - Current Resource Statistics Window
    37
- Assigning Seat-Based Client Licenses
  39
- Stopping the Maxacd Switching Service
  39
- Programs Available from the Windows Start Menu
  40
Chapter 4: Configuring the Maxacd System

41
Chapter 5: Media Server Management

63
Chapter 6: Voice Mail Configuration

69
- Managing Messages
  69
- Creating Distribution Lists
  72
  - Defining a Distribution List
    73
Chapter 7: Auto Attendant Configuration

75
- Planning Is Essential
  75
  - Example: AA Planning
    76
- Adding Auto Attendants
  76
- Configuringing Auto Attendants
  78
  - Configuring Menu Items
    78
  - Collecting Digits
    80
  - Making Auto Attendant Assignments
    81
- Phrase Management
  82
  - Using Pre-Recorded Prompts
    82
  - Using Professionally Recorded Phrases
    83
Chapter 8: Multilingual Configuration

85
Chapter 9: Call Recording Configuration

93
- Description of the Recorded File Name
  93
- Configuring Call Recording
  94
  - Using a Remote Shared Directory
    95
Chapter 10: Application Extension Configuration

97
- Application Extension Setup
  97
- Application Failover Plan
  98
- Application Information
  99
- Readying the Application
  99
Chapter 11: Component Configuration

101
- Configuring Virtual Component SIPSP
  101
- Configuring Virtual Component HMCP
  102
  - Assign HMCP Resources to Extensions
    105
Chapter 12: Trunk Configuration

107
- Trunks out of Service
  107
- Channel Identification
  107
- Opening the Trunk Configuration Window
  108
- Selecting Trunks to Set Attributes
  109
- Configuring One or Multiple Trunks
  109
- Setting General Trunk Attributes
  110
- SIP Tie Trunk Properties
  111
- SIP Trunk Properties
  112
  - Configuring a SIP Trunk
    113
- Incoming Call Routing
  116
  - Regular Trunk Calls
    116
- Outgoing Call Blocking
  117
Chapter 13: In Call Routing Configuration

119
- Caller ID Routing
  119
  - Adding and Deleting Caller ID Route Entries
    120
  - Configuring Caller ID Routing
    120
- DNIS Routing
  121
  - Adding and Deleting DNIS Route Entries
    122
  - Configuring DNIS Routing
    123
Chapter 14: Out Call Routing Configuration

125
- Configuring out Call Routing
  126
- Working with Route Definitions
  126
- Creating a Route
  128
- Setting Default Routes
  128
- Working on Dialing Patterns
  129
  - Dialing Pattern Configuration Tips
    130
Chapter 15: Extension Configuration

133
- Using the Apply to Button
  134
- Setting up Extensions
  134
  - Setting Personal Information
    134
  - Account Code
    136
  - IP Extension Configuration
    136
  - Lync Agent
    136
- Configuring Group Options for an Extension
  137
  - Setting Wrap-Up Time
    138
  - Setting Inter Call Delay
    138
- Setting Mailbox Options
  139
  - Setting an Information-Only Mailbox
    140
  - Disabling a Mailbox
    140
  - Assign Exchange Integration License
    140
  - SMTP/POP3 Setting
    141
  - Mail Forwarding Options
    141
  - Setting Message Playback Options
    141
  - Press Zero Option
    141
  - Setting Mailbox Capacities
    142
- Setting Message Notification Options
  142
  - Setting the Message Types for Notification
    143
  - Emergency Notification
    144
  - Unusual VM Activity Notification
    144
  - Setting the Type of Notification
    145
  - Setting Notification Timing
    146
  - Setting Notification Business Hours
    146
  - Enabling Message Notification
    147
- Configuring Calling Restrictions
  147
  - Setting Call Restriction Options
    147
  - Setting Other Call Restrictions
    148
- Setting Answering Options
  148
  - Forwarding All Calls
    149
  - Handling Busy Calls
    151
- Setting up Monitor Lists
  151
  - Configuring a Monitor List
    151
Chapter 16: Routing Unassigned Extensions

153
- Configuring the Route
  153
- Routing Unassigned Extensions to Lync Server
  155
- Deleting a Route
  155
Chapter 17: Line Park Configuration

157
- Implementation Notes
  157
- Line Park Configuration
  158
  - Setting up a Line Park Group
    158
  - Deleting a Line Park Group
    160
Chapter 18: Workgroup Configuration

161
- Workgroup Functionalities
  161
- Creating and Configuring Workgroups
  163
- Overview of Workgroup Configuration Window
  164
- Setting up Workgroups
  165
  - Establishing Basic Workgroup Attributes
    165
  - Setting Call Restrictions
    166
  - Service Level Threshold
    166
  - Workgroup Recording Options
    167
- Establishing Workgroup Membership
  169
  - Log In/Out a Group Member
    170
  - Setting Login Status for System Restart
    170
- Setting Business Hours
  170
- Setting up Skill Based Routing
  172
  - Defining a Skill for a Workgroup
    173
  - Setting Rules for Skill Based Routing
    173
  - Skill-Based Rule Example 1
    174
  - Skill-Based Rule Example 2
    175
- Setting Workgroup Mail Management
  176
  - Disabling a Mailbox
    177
  - Setting E-Mail Options
    177
  - Setting Mailbox Playback Options
    178
  - Setting Mailbox Capacities
    178
  - Press Zero Option
    178
  - Voice Mail Access Option
    179
- Setting Message Notification Options
  179
- Setting Call Handling Options
  181
  - Handling Busy Calls
    182
  - Forwarding All Calls
    182
  - Handling Unanswered Calls
    183
  - Number of Rings before Handling
    184
  - Setting Intragroup Call Distribution
    184
- Queue Management - Basic
  186
  - Setting Queue Phrase Options
    187
  - Queue Announcement
    187
  - Expected Wait Time Sampling
    188
  - Queue Overflow Forwarding
    188
  - Quit Queue Option
    189
  - Priority Promotion
    189
  - Supervisor Queue Control
    189
- Queue Management - Advanced
  189
  - Announcement
    190
  - Menu Selection
    191
  - Queue Overflow
    192
- Application Extension Queue Control
  193
- Agent Logout Reason Codes
  193
- Configuring Workgroup Caller Ids
  194
  - Adding Transmitted Cids
    194
  - Editing Transmitted Cids
    195
Chapter 19: Enterprise Voip Network Management

197
- Understanding Voip Bandwidth Requirements
  197
- Opening Enterprise Manager
  198
- Overview of Enterprise Manager
  200
  - Changing the Enterprise Manager Password
    200
- Setting Voip Codec Profiles
  201
- Assigning Codec Profiles to IP Addresses
  204
- Defining the IP Dialing Table
  205
- Configuring Departments
  207
Chapter 20: Redundancy Configuration

209
- Switchover Considerations
  210
- Requirements
  211
- Configuring Redundancy
  211
- General Maintenance
  217
  - Manually Switching Servers
    218
  - Rebooting Servers
    218
  - Updating the Address of the Softswitch Server
    219
  - Configure Only on Active System
    219
  - Redundancy Limitations
    219
Chapter 21: System Report Management

221
- System Summary Report
  221
- IP Cumulative Traffic Statistics
  222
  - Resetting Cumulative Statistics
    223
- Using SNMP
  223
  - SNMP Management Console
    223
  - Configuring Maxacd for SNMP
    223
  - List of Traps Sent
    225
Chapter 22: Microsoft Exchange Integration

227
- When You Install Maxacd
  228
- Exchange Integration Configuration Steps
  229
- When You Create a New Mailbox User
  231
- Testing for Synchronization
  231
  - Troubleshooting Tips
    232
- Notes
  233
Chapter 23: Tools and Applications

235
- Backup and Restore Utility
  235
  - Backing up Files
    236
  - Scheduling Backups
    237
  - Restoring Backed up Files
    237
- Maxacd Admin & Extension Security Checker
  238
  - Checking Extension Security
    239
- Start & Stop All Maxacd Services
  240
- Trace Collector
  241
- Voice File Converter
  243
- Read Config
  244
- Exporting and Importing Extensions
  245
- Altigen Custom Phrase Manager
  249
  - Creating New Phrases
    250
  - Playing a Phrase
    251
  - Editing a Phrase Name or Description
    251
  - To Delete a Phrase
    252
  - To Re-Record a Phrase
    252
Appendix: Network Ports

253
Appendix: Technical Support

255
- How to Reach Altigen Technical Support
  255

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Altigen MaxACD Administrator Manuals

Altigen MaxACD Administrator Manual (261 pages)

Table of Contents

Chapter 1: Overview

Chapter 2: System Requirements and Installation

Chapter 3: Getting Around Maxacd Administrator

Chapter 4: Configuring the Maxacd System

Chapter 5: Media Server Management

Chapter 6: Voice Mail Configuration

Chapter 7: Auto Attendant Configuration

Chapter 8: Multilingual Configuration

Chapter 9: Call Recording Configuration

Chapter 10: Application Extension Configuration

Chapter 11: Component Configuration

Chapter 12: Trunk Configuration

Chapter 13: In Call Routing Configuration

Chapter 14: Out Call Routing Configuration

Chapter 15: Extension Configuration

Chapter 16: Routing Unassigned Extensions

Chapter 17: Line Park Configuration

Chapter 18: Workgroup Configuration

Chapter 19: Enterprise Voip Network Management

Chapter 20: Redundancy Configuration

Chapter 21: System Report Management

Chapter 22: Microsoft Exchange Integration

Chapter 23: Tools and Applications

Appendix: Network Ports

Appendix: Technical Support

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