AltiGen comm MAXCS 811 MaxOutlook Manual
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MaxOutlook™ Manual MAX Communication Server Release 8.0 September 2015
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. 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. Although AltiGen Communications, Inc., has designed security features into its products, it is your sole responsibility to use the security features and to establish security practices within your company, including training, security awareness, and call auditing. 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. This documentation may be used only in accordance with the terms of the AltiGen Communications, Inc., License Agreement. 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 TRADEMARKS MAX Communication Server, MaxAdministrator, MaxCommunicator, MaxAgent, MaxSupervisor, MaxInSight, MaxOutlook, MaxCall, Enterprise Manager, AltiServ, AltiLink, AltiConsole, VRPlayer, Zoomerang, IPTalk, Alti-Mobile Extension, InTouch Dialer, AltiReport, and SuperQ are trademarks or registered trademarks of AltiGen Communications, Inc. All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers. Copyright © AltiGen Communications, Inc. 2015. All rights reserved.
MaxOutlook Manual iii Contents CHAPTER 1 About MaxOutlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 CHAPTER 2 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Installing MaxOutlook on a Client System . . . . . . . . . . . . . . . . . . . . 4 Uninstalling MaxOutlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 CHAPTER 3 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 IP Extensions Using IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 When Connection Has Been Lost . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Overview of the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Call Handling Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Call Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Tabbed Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Changing Activity Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Recording Activity Greetings. . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Turning Do Not Disturb On and Off . . . . . . . . . . . . . . . . . . . . . . . . 16 Searching in the Tabbed Windows . . . . . . . . . . . . . . . . . . . . . . . . . 16 Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Performing Other Microsoft Outlook Tasks . . . . . . . . . . . . . . . . . . 19 Returning to MaxOutlook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Exiting and Restarting MaxOutlook . . . . . . . . . . . . . . . . . . . . . . . . 20 CHAPTER 4 Handling Calls with MaxOutlook . . . . . . . . . . . . . . . . . . . . . 21 Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
ivMaxOutlook ManualDialing Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Shortcut-Key Dialing and Smart Tag Dialing . . . . . . . . . . . . . . . 22 Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Using Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Station Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Working in the MeetMe Conference Window . . . . . . . . . . . . . . . 30 Creating a Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Starting and Stopping a Meeting. . . . . . . . . . . . . . . . . . . . . . . . . 36 What the MeetMe Conference Host Can Do . . . . . . . . . . . . . . . 36 Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . . 37 Joining a MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Dealing with Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Save at Remote Server or Export Locally . . . . . . . . . . . . . . . . . . 41 Deleting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Returning a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Attaching a Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Monitoring the Activity of Other Extensions . . . . . . . . . . . . . . . . . . 43 Choosing Extensions to Monitor . . . . . . . . . . . . . . . . . . . . . . . . . 43 Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Calling a Monitored Extension . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Using the Contacts Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 CHAPTER 5 Configuring MaxOutlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Configuring Microsoft Office programs to show Max Smart Tag 49 Enabling / Disabling the Max Smart Tag in Internet Explorer . . . 49
MaxOutlook Manual v Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Before You Set Up ONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Setting Up One Number Access. . . . . . . . . . . . . . . . . . . . . . . . . 54 Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Working with Voice Mail Groups (Distribution Lists) . . . . . . . . . . 57 Working on Voice Mail Group Lists . . . . . . . . . . . . . . . . . . . . . . . 57 Call Alert Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 CRM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Tab Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 CHAPTER 6 Using MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Logging in to MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 The MaxCall Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Using a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Recording a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Reviewing a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 APPENDIX A Errors and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . 69 Troubleshooting IP Connectivity from a Remote Location . . . . . 70 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
MaxOutlook Manual 1 CHAPTER 1 About MaxOutlook MaxOutlook is a version of AltiGen’s MaxCommunicator call management software. MaxOutlook is integrated into Microsoft Outlook (Outlook 2007, 2010, or 2013 32-bit versions). It runs with MAX Communication Server ACM systems. MaxOutlook users can access, configure, and perform several of the system’s PBX functions directly from within Outlook, including call handling, call forwarding, voice messaging, extension monitoring, conferencing, and 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. Licensing The following AltiGen licenses are required: •MaxOutlook requires a MaxCommunicator seat license for each user, or a MaxCommunicator session license. •The IPTalk feature requires an IPTalk license for each user, or an IPTalk session license. •MaxCall requires a MaxCall seat license for each user or a MaxCall session license. A system administrator can assign and verify seat licenses in MaxAdministrator by selecting License > Client SEAT License Management from the main menu. Limitations •After installing MaxOutlook, launch Outlook right away to enable MaxOutlook, otherwise MaxOutlook might not load. MaxAgent and/or MaxCommunicator must not be running while you do this. •If you also use MaxCommunicator and/or MaxAgent, and Outlook integration is enabled in those programs (in their Configuration > Integration screen), always open Outlook first, before opening MaxCommunicator or MaxAgent. Otherwise MaxOutlook may not load.
2MaxOutlook ManualFor 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. Before opening Outlook, you must close MaxCommunicator and MaxAgent completely, or MaxOutlook may not load. After Outlook is open, you may again open MaxAgent or MaxCommunicator.
MaxOutlook Manual 3 CHAPTER 2 Installation The client system must meet the following minimum requirements. Operating systems supported: •Windows 10 •Windows 7 SP1 (32-bit or 64-bit) •Windows 8.1 (64-bit) System requirements: •IBM/PC AT compatible system •2 GHz CPU or faster •1 GB available hard drive disk space •512 MB RAM •SVGA monitor 1024 x 768 (or 800 x 600) with 256 color display, or better •Keyboard and mouse •A sound card in the computer, if using IPTalk •MAX Communication Server ACM 8.0 running on a server accessible to this client. •Microsoft Outlook 2007, 2010, or 2013 installed (32-bit only) •Microsoft .NET 3.5 framework or higher 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 ACM 8.0 has been installed on the system server. •TCP/IP is enabled on both machines. •The client is able to connect to the server on the network. •The person installing MaxOutlook has local or domain administrator rights on the client computer.
4MaxOutlook Manual •The extension affiliated with the client PC has a MaxCommunicator Seat License assigned to it, or there is a MaxCommunicator Session License installed in the MAXCS system. •Outlook 2007, 2010, or 2013 (32-bit only) is installed on the client computer Installing MaxOutlook on a Client System When the above items are done, follow these steps on the client machine: 1. Close all Windows applications. 2. On the MAXCS installation media, open the MaxOutlook folder and run the Setup program. Follow the instructions on the screen. 3. When installation is complete, launch Microsoft Outlook. A message may prompt whether to install this customization. 4. 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 1. From the Windows Start menu, select Control Panel > Add/Remove Programs > MaxOutlook 8.0 to uninstall MaxOutlook. 2. Click Remove, and respond to any additional prompts.