AltiGen comm MAXCS 80 CU1 Application Notes User Manual

							 
MaxCS 8.0 CU1 Guide Application Notes  Page 1 of 8 
 
MaxCS Release 8.0 CU1 
Application Notes 
 
 
April 12, 2016   
						

							 
MaxCS 8.0 CU1 Application Notes  Page 2 of 8 
Contents 
About This Guide ........................................................................................................................................................... 3 
Installing MaxCS 8.0 CU1 ............................................................................................................................................... 3 
Time Zone Update ......................................................................................................................................................... 4 
New Callback Option ..................................................................................................................................................... 4 
Paging Between Different MaxCS Servers ..................................................................................................................... 5 
New Parameter for ADTRAN support ............................................................................................................................ 5 
Polycom Updates ........................................................................................................................................................... 6 
Polycom VVX Firmware 5.4.2 .................................................................................................................................... 6 
Upgrade Process .................................................................................................................................................... 6 
Change in the Blind Transfer Process .................................................................................................................... 7 
Changes in the Parked Call / BLF Call Transfer Process ......................................................................................... 7 
Changes in Paging Behavior ................................................................................................................................... 7 
Transfer to an Extension’s Voicemail......................................................................................................................... 7 
Support for Polycom RealPresence Group 500 ......................................................................................................... 7 
AltiGen Technical Support ............................................................................................................................................. 7 
 
 
 
 
 
 
 
 
 
 
AltiGen Communications, Inc. 
679 River Oaks Parkway, San Jose, CA 95134 
Telephone: 888-AltiGen (258-4436)   |     Fax: 408-597-9020 
E-mail: [email protected]  Web site: www.altigen.com 
 
All product and company names herein may be trademarks of their registered owners. Copyright © AltiGen Com-
munications, Inc. 2016.  All rights reserved.   
						

							 
MaxCS 8.0 CU1 Application Notes  Page 3 of 8 
About This Guide 
This guide describes the enhancements that are included in MaxCS 8.0 CU1.  They include: 
 Time zone update – AltiReport admins can now set a separate time zone for each MaxCS server.  This is 
done in the Query Preference setup; there are new fields for you to set the time zone for each server. 
When AltiReport users schedule favorite reports, the scheduled time will now use the time zone based 
upon the time zone of the users server. See page 3. 
 Callback from Queue update – You can now configure Callback to not be offered if no agents are logged 
into the target workgroup. See page 4. 
 Paging update – Users can now send pages across different MaxCS systems. 
 ADTRAN support update – A new parameter has been added for ADTRAN TLS support. See page 5. 
 Polycom updates (starting on page 6)  
o Transfer a call to an extension’s voicemail mailbox. 
o Support for Polycom VVS firmware version 5.4.2. 
o Support for RealPresence Group 500 video devices. Refer to the MaxCS 8.0 RealPresence 500 
Configuration Guide. 
Installing MaxCS 8.0 CU1 
To download this update: 
1. Log into https://partner.altigen.com. 
2. Near the top, click File Updates. 
3. On the left, below “WTS System,” click General Availability. 
4. From the list, click the MaxCS 8.0 update. You can download the file on the next page. 
Considerations: 
 This update can be used for new MaxCS deployments. 
 This update can be applied to MaxCS Release 8.0.0.504 and later (it cannot be applied to any release of 
MaxCS 8.0 earlier than 8.0.0.504, which may include some Beta releases). 
 This update cannot be used to upgrade from MaxCS Release MaxCS 6.x or 7.x.  If you are currently running 
MaxCS Release 6.x or Release 7.x, you must first upgrade to MaxCS Release 8.0.0.504. From there, you 
can then apply this update. 
Requirements 
 .Net 4.5 is required for MaxSupervisor, MaxAgent, and MaxCommunicator.  
 All client applications are supported on Windows 7 and later operating systems. 
To install MaxCS CU1, follow the instructions in the readme file in the MAXCS ACM folder. That file also contains a 
list of SCRs that were fixed in this update.   
						

							 
MaxCS 8.0 CU1 Application Notes  Page 4 of 8 
Time Zone Update 
This release includes a new time zone setting for MaxCS server. The default MaxCS server time zone is the same as 
the AltiReport server time zone. 
To set or change the time zone for the MaxCS server: 
1. Log in as an AltiReport administrator. 
2. Click MaxCS Registration. 
3. Select a MaxCS server and click Edit. 
4. Select a time zone for the MaxCS server. 
Users can set the time zone for the MaxCS server: 
1. Log in as an AltiReport user. 
2. Click Query preference setup. 
3. Select a time zone for the MaxCS server.  The default time zone is the same as the time zone set by the 
AltiReport administrator. The user’s time zone setting takes precedence over the Administrator’s time 
zone setting. 
Time zone information is displayed in each report. 
New Callback Option 
A new option automatically disables callback offers to callers if there are no agents logged into the target 
workgroup. 
To enable or disable this option,  
1. Select Call Center > Workgroup Configuration > Queue Management.  
2. Select the workgroup that will be offering the callback option. 
3. In the Queue Control group, select Advanced and click Setup.  
4. Switch to the Callback from Queue tab.    
5. Enable or disable the Disable the Callback option if there are no agents logged into the target workgroup.   
 If you enable this option, then this workgroup will not offer a callback option to callers if there are no 
agents logged into the workgroup that is specified to handle the return calls. 
 If you clear this option, then this workgroup will still offer a callback option, even when there are no 
agents logged into the workgroup that will handle the return calls.   
						

							 
MaxCS 8.0 CU1 Application Notes  Page 5 of 8 
 
Paging Between Different MaxCS Servers 
    Users can now page extensions on another MaxCS server. Guidelines: 
 Cross-server paging works over SIP-tie trunks 
 Both servers must be in the same enterprise domain 
 The target paging group must be designated as a “Global Paging” group 
 The target extensions must be AltiGen 705, 710, 720, or 805 phones  
 Polycom phones will not receive and play the page 
 Users can use any type of phone to send a page 
New Parameter for ADTRAN support 
Included in this update is a new Enterprise Manager option, which allows administrators to enable or disables 
Window Size Hint (WSH) for certain SIP devices.  
This option has been provided for ADTRAN SIP gateway SRTP support.  ADTRAN gateways cannot accept WSH in 
the SDP. If MaxCS receives an SRTP Invite without a WSH parameter in the SDP, MaxCS will not include WSH in the 
SDP for subsequent SIP messages in the same call session.   When MaxCS sends an Invite to a SIP device using 
TLS/SRTP, if the WSH parameter in the corresponding codec profile is disabled, then WSH will not be included in 
the SDP. 
You set this by choosing the ADTRAN device’s Profile (in Enterprise Manager), clicking the Advanced button, and 
either checking or clearing the Disable WSH (Window Size Hint) option at the bottom.   
						

							 
MaxCS 8.0 CU1 Application Notes  Page 6 of 8 
 
For instructions on configuring ADTRAN devices with MaxCS, review the ADTRAN deployment guides, which are 
stored in the AltiGen Partner Knowledgebase at http://know.altigen.com. To locate these guides, log in and search 
on the keyword “adtran.” 
Polycom Updates 
There are several Polycom enhancements included in this update. 
Polycom VVX Firmware 5.4.2 
MaxCS now supports Polycom VVX firmware version 5.4.2.    
After you have applied this update, you must use HTTPS (instead of HTTP) to access the Polycom Web Configura-
tion Utility web page. Depending upon your browser, you may see a certificate and security warning when you 
reach that site; you can disregard this warning. 
There are changes in Polycom behavior in this update. Some are a result of firmware version 5.4.2, others are en-
hancements. These changes are described on the next few pages. Please make your users aware of them. 
Upgrade Process 
Upgrade procedures vary, depending upon the phone model. 
 VVX 300, 310, 400, 410, 500, and 600 phones will automatically upgrade to the new firmware after you 
apply this update. The upgrade process will take approximately 10 minutes to complete; do not unplug 
the phone while the firmware is updating. 
 For model VVX 1500, a manual upgrade to firmware version 5.4.2 is required. You must carefully follow 
Polycom’s guide to upgrade this model. An RMA maybe required if you do not follow the steps exactly.  
These steps include a bootblock upgrade. Follow the procedures in Technical Bulletin 695 to ensure that 
the VVX1500 phone upgrades correctly. If these extra steps are not performed, the phone may need to be 
returned to the manufacturer. Refer to the following documents: 
o http://support.polycom.com/PolycomService/support/us/support/video/business_media_phone
s/vvx1500d.html   
						

							 
MaxCS 8.0 CU1 Application Notes  Page 7 of 8 
o http://supportdocs.polycom.com/PolycomService/support/global/documents/support/technical
/products/voice/upgrading_vv1500_5_2_0_tb695.pdf 
Change in the Blind Transfer Process 
The process of performing a Blind transfer on VVX phones has changed as a result of the new firmware.  
To perform a Blind transfer with firmware 5.4.2, 
1. The user should tap the Transfer button for 1 full second. 
2. A menu will open. The user should select the Blind transfer option. Depending upon the VVX phone mod-
el, the user can use the touch screen, use the up and down arrows, or press the number key 2 and ‘Select’ 
to choose the Blind transfer option.  
Changes in the Parked Call / BLF Call Transfer Process 
The process of making a transfer on VVX with a retrieved parked call or BLF call have changed in this release: 
1. The user parks a call and later retrieves it, or the user connects to a BLF call. 
2. The user taps the Transfer softkey or presses the Transfer phone button. 
3. The phone will prompt the user to enter the number (instead of prompting for the SIP URI). 
4. After entering the number, the user must now tap the Send softkey.   
Changes in Paging Behavior 
Enhancements to the paging process are included in this update. 
 If the user has calls on hold or parked calls, but has is no active call, a normal priority page will now go 
through. 
 If the user is on a call or is on hold and a normal page come in, the user will see a notification. The user 
can choose whether to accept or reject the page. 
Transfer to an Extension’s Voicemail  
In this release, Polycom users can now transfer a call directly to an extension’s voicemail mailbox.  The feature 
code for this function is #18. 
1. The agent presses the Transfer button while on a call, then presses #18 and the extension number. 
2. When the agent hears the transfer phrase, the agent can either press Transfer again or hang up in order 
to complete the transfer. 
Support for Polycom RealPresence Group 500 
This release of MaxCS supports the RealPresence Group 500 video device, which provides both audio and video. 
AltiGen Technical Support 
AltiGen does not provide general configuration support for AudioCodes products. For general configuration infor-
mation, refer to your AudioCodes documentation.   
						

							 
MaxCS 8.0 CU1 Application Notes  Page 8 of 8 
AltiGen provides technical support to Authorized AltiGen Partners and distributors only. End user customers, 
please contact your Authorized AltiGen Partner for technical support.  
Authorized AltiGen Partners and distributors may contact AltiGen technical support by the following methods: 
• You may request technical support on AltiGen’s Partner web site, at https://partner.altigen.com. Open a 
case on this site; a Technical Support representative will respond within one business day. 
• Call 888-ALTIGEN, option 5, or 408-597-9000, option 5, and follow the prompts. Your call will be answered 
by one of AltiGen’s Technical Support Representatives or routed to the Technical Support Message Center 
if no one is available to answer your call.  
Technical support hours are 5:00 a.m. to 5:00 p.m., PT, Monday through Friday, except holidays.  
If all representatives are busy, your call will be returned in the order it was received, within four hours under nor-
mal circumstances. Outside AltiGen business hours, only urgent calls will be returned on the same day (within one 
hour). Non-urgent calls will be returned on the next business day. 
Please be ready to supply the following information: 
• Partner ID 
• AltiGen Certified Engineer ID 
• Product serial number 
• AltiWare or MAXCS version number 
• Number and types of boards in the system 
• Server model 
 The telephone number where you can be reached