AltiGen comm MAXCS 88 MaxAgent Manual

MaxAgent™
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...

MaxAgent Manual i
Contents
CHAPTER 1
About MaxAgent   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Microsoft Outlook and Outlook Express Support  . . . . . . . . . . . . . . . 1
Licensing   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CHAPTER 2
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Pre-Installation Checklist   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....

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CHAPTER 4
Using MaxAgent  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Answering Calls  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  25
Dialing Out  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  26
Shortcut-Key Dialing and Smart Tag Dialing  . . . . . . . . . . . . . . .  27
Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . .  28
Redialing . . . . . . . ....

MaxAgent Manual iii Pick Up Calls from Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Using ActiveX Control with Third Party Applications   . . . . . . . . . . . 58
Using MaxAgent with Polycom Phones   . . . . . . . . . . . . . . . . . . . . . 58
CHAPTER 5
Configuring MaxAgent   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
General Information   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Configuring Microsoft Office Programs To Display...

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MaxAgent Manual 1
CHAPTER 1
About MaxAgent
MaxAgent is a Windows desktop application designed to improve 
the performance of workgroup and call center agents in a MAX 
Communication Server ACM (MAXCS) environment. 
MaxAgent allows workgroup agents to manage workgroup calls 
from their computers. It allows direct access to call handling and 
other functions, including the following: 
•Viewing caller data (for example, IP address, account number, 
credit card number, name, and so on) sent with an incoming...

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•MaxCall requires a MaxCall seat license for each user or a 
MaxCall session license.
•An optional Polycom Advanced Features license is available for 
using special features of various Polycom phones with 
MaxAgent.
A system administrator can verify seat licenses in 
MaxAdministrator by selecting License > Client SEAT License 
Management from the main menu. 

MaxAgent Manual 3
CHAPTER 2
Installation
The client system must meet the following minimum 
requirements. 
Operating systems supported:
•Windows 10
•Windows 8.1 (64-bit)
•Windows 7 (32-bit or 64-bit)
System requirements:
•IBM/PC AT compatible system
•Microsoft .NET 2.0 or higher
•2 GHz CPU or faster
•1 GB available hard drive disk space
•1GB RAM
•SVGA monitor (1024 x 768) with 256 color display or better
•Keyboard and mouse
•A sound card in the computer, if using IPTalk
•MAXCS 8.0 must be running on a...

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Installing MaxAgent 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 8.0 installation media, open he MaxAgent 
folder and run the Setup program, following the installation 
instructions on the screens.
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 computer, and run the MaxAgent 
Setup...