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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
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
System Requirements
23
Maxacd Licenses
24
Maxacd for Lync Server Licenses (Bundle License 9Lxxxx
24
Maxagent for Lync Licenses (Bundle License 9Axxxx
24
Maxsupervisor for Lync Licenses (Bundle License 9Bxxxx
25
Additional Licenses
25
Preparation for Installation
25
Run the HMCP Certification Tool
25
Installing Maxacd
26
Installing Maxacd and HMCP Separately
27
Installing Administrator on a Network Client
28
Uninstalling Maxacd
28
Lync Front-End Server Adjustments
29
Troubleshooting (Error Messages)
29
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
Setting General Parameters
42
Configuring Lync Mediation Pool
43
Setting a System Number Plan
45
Setting Business Hours
49
Routing Calls on Holidays
51
Defining System Call Restrictions
53
Blocking Calls to Area Codes from All Extensions
54
Setting Unrestricted Area Codes
55
Locking Attacked Extensions
55
Blocking All Outgoing Calls
55
Restricting Hop-Off Calls
55
Setting 10-Digit Dialing Area Codes
55
Creating Account Codes
55
Adding and Deleting Account Codes
56
Setting up Call Reports
56
Internal Database Configuration (Internal Log Service)
57
External (Remote) Logging of Call Data
57
Country-Relevant Settings
58
Setting Toll Call Prefixes
59
Setting Emergency Numbers
59
Dialing Plan Rules for Non-North American Country
59
Audio Peripheral Configuration
60
Configuring Music on Hold and Recorded Announcements
61
Setting Greeting and Update Prompts
62
Chapter 5: Media Server Management
63
Setting Parameters
64
Adding and Attaching a Media Server
65
Detaching and Deleting a Media Server
65
Changing Media Server ID and Password
66
HMCP Configuration Tool
66
Chapter 6: Voice Mail Configuration
69
Managing Messages
69
Setting Message Notification Retries
70
Setting Message Management Options
71
Setting Message Recording Options
71
Setting the Exchange Integration Option
71
Setting E-Mail Messaging Options
72
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
Configuration Overview
85
Creating Language Phrase Packages
86
Storing Language Phrase Packages
86
Configuring for a Multilingual System
87
Enabling Multilingual Support in the Auto Attendant
88
Configuring the Extension
89
Extension User Can Change Language Setting
89
Using DNIS to Set the Language
90
Which Language will be Used
91
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 the Message Types for Notification
179
Setting the Type of Notification
180
Setting Notification Timing
180
Setting Notification Business Hours
181
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
Step 1: Install the Redundancy Moderator
212
Step 2: Configure the Primary Server
213
Step 3: Configure the Secondary Server
213
Step 4: Copy Settings to Secondary Server
213
Step 5: Reboot Servers and Restart Services
215
Step 6: Set the Secondary Server to Assume Control
216
Step 7: Configure the DNS Name
216
Step 8: Configure Switchover Alerts
217
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
Importing Extensions from a .Csv File
245
Importing Extensions from the Active Directory
247
Exporting the Extensions in a Maxacd System
248
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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