AltiGen comm MAXCS 88 MaxAgent Manual

							MaxAgent Manual 45
Continuing a Meeting Beyond Its Duration Time
When the scheduled meeting time is up, the meeting may continue 
if no other scheduled meeting needs the resources. If another 
meeting is scheduled and the resources are needed for that 
meeting, the current meeting is terminated.
Joining a MeetMe Conference
Users calling from an extension can join a meeting by dialing the 
MeetMe Conference extension number. Users calling through a 
trunk must first dial the company number, then the MeetMe 
extension number.
Users are prompted to dial the meeting ID number. If the meeting 
has not yet been started, the user hears an appropriate message 
and can try again later.
If a passcode is required, the user is prompted to enter the 
passcode.
Recording Calls
The voice recording feature in MaxAgent allows a user to record 
conversations. Recorded conversations can then be played back 
through voice mail or accessed at a centralized location.
Note:The voice recording feature is only available to Triton 
Analog extensions and IP extensions.
WARNING!Listening in to or recording a conversation without 
the consent of one or both parties may be a 
violation of local, state and federal privacy laws. It 
is the responsibility of the users of this feature to 
assure they are in compliance with all applicable 
laws.
Recording on Demand
When the system administrator has set your extension to record 
on demand (to a central location or to your voice mail), you can 
use MaxAgent to initiate the recording. 
						

							46MaxAgent Manual To record a call — While connected to a call, click the Record 
button, or right-click the call and select Start Recording from the 
context menu. While a call is being recorded, a round red icon 
appears in the call’s Record column. If your system administrator 
has set the Insert Recording Tone option for your extension, 
both parties will hear a tone when the recording begins and every 
15 seconds thereafter.
To pause recording — Right-click the call and select Pause 
Recording.
To end recording — Right-click the call and select Stop 
Recording. 
To listen to the recording — If the system is set to save the 
recording as your voice mail, you can hear the recording through 
the AltiGen Voice Mail System. If the recording is being saved to a 
centralized location, contact the system administrator for the 
location. 
Note:Do not enter an account code while recording, because 
doing so will disconnect the call.
Using Account Codes
If your system is set up to use account codes, you can associate 
calls with specific codes for billing or tracking purposes.
Required account codes — If your extension has been 
configured to require account codes for all outbound calls, the 
Account Code dialog box pops up prompting you to enter an 
account code for each outbound call. The dialog box may or may 
not contain a list of account codes, depending on how the 
administrator has configured your extension. After entering the 
code, click OK.
If your extension configuration allows you to override the account 
code requirement, you can either enter an account code in the 
field at the bottom of the dialog box or enter # to bypass the 
account code altogether.
Optional account codes — You may enter an account code 
without being prompted.
To associate a call in progress with an account code, 
						

							MaxAgent Manual 47 1. Click the Account button. 
2. In the dialog box, select an account code if a list is displayed, 
and click OK. If a list is not displayed, enter an account code 
in the Enter Account Code field and click OK.
Note:Do not enter an account code while recording; doing so 
will disconnect the call.
To change the account code for a call in progress, repeat the steps 
above, entering the new account code to assign the call to.
Checking Voice Mail
Click the Voicemail tab in the main window to see a list of your 
personal voice mail messages. Clicking in the status bar also 
displays the Voicemail t a b .  I f  y o u r  w o r k g r o u p  i s  c o n f i g u r e d  t o  s e e  
the workgroup’s voice mail, click the WG Voicemail tab to check 
the workgroup voice mail. 
						

							48MaxAgent Manual Choose Display to indicate whether to show the time of the 
voicemail messages as the local time or the server time (this is 
only offered if the server is in a different time zone).
•New voice mail messages are indicated by a white, closed 
envelope and bold type.
•Heard voice mail messages are indicated by a white, open 
envelope.
•New messages marked urgent are indicated by a red, closed 
envelope. When you have a message marked urgent, the 
MaxAgent icon in the Windows tray and in the MaxAgent title 
bar becomes a red envelope, and the Voicemail indicator in 
the status bar bears a red circle.
•If the message is saved, the envelope looks like this:
•A paperclip symbol on the envelope indicates an attachment 
— a voice mail message forwarded from another extension.
Dealing with Voice Mail 
Select the message and use the voice mail command buttons at 
the bottom of the Voicemail tab, as shown in the figure below. 
You can also access these commands by right-clicking a voice mail 
and selecting a command from the context menu.
Listening options are configurable, as described in “General 
Information” on page 59. You can listen using the sound card on 
your computer or your phone. If you’re not using IPTalk, you can 
play voice mail to a sound card while your phone is in the connect 
state. (You cannot do this if you’re using IPTalk.) 
						

							MaxAgent Manual 49 When you listen to a new message, the envelope icon changes 
from closed to open, indicating that the message has been heard, 
and the type font changes from bold to regular. Also, when you 
play a voicemail, MaxAgent shows Play VM in the Call Control 
panel, and shows the play duration . (The duration does not reflect 
fast forwarding or fast rewinding.)
Use the voice mail command buttons to perform the following 
functions:
If you click another message in the list, the current message stops 
playing.
Save at Remote Server or Export Locally
You can save a message as a .wav file that you can play back later. 
To do so, select the message and click either the Save button or 
the Export button (or right-click the message and choose Save or 
Export).
•Save saves the message automatically on a remote server in 
a location designated by the system administrator. No file 
saving dialog box opens.
•Export opens a file saving dialog box that lets you name the 
.wav file and choose a directory in which to store it. You can 
then play the .wav file on a media player. 
Deleting Messages
To delete a selected message, click the Delete button, or right-
click a message and select Delete from the context menu.
Return Call
Forward
Rewind
Stop
Play
Fast Forward
Save
DeleteExport 
						

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Returning a Call 
To return the call, select the voice mail and click the Return 
button or click the number in the Number field.
Attaching a Note
To add a note to accompany a voice mail, double-click in the Note 
field and type your note. Or right-click a voice mail entry and 
choose Note from the pop-up menu. Type your note and click OK.
Forwarding Voice Mail
To forward a voice mail to an extension or a VM Group,
1. Select the voice mail and click the Forward button, or right-
click the voice mail and select Forward. The VM Forward 
dialog box opens:
2. Check the check box next to the group and/or extension to 
which you want to forward the message. 
If you need to search for a person by extension or name, type 
the first letters of the number/name into the Search by 
Number or Name box. The matching extension or name 
displays in the list as you type.  
						

							MaxAgent Manual 51 Notes:
•Click on the column headings to sort the data.
•If the extension name is configured for an extension, it is 
used to match the search string. If the extension name is 
not configured, then the extension number is used to match 
the search string for this extension.
3. Optionally, you can leave an introductory message. Select the 
Record Introductory Message check box and follow the 
steps below.
4. Click OK to complete the forwarding.
To record an introductory message
1. If you select the Record Introductory Message check box, 
then when you click OK to complete the forward, pick up the 
phone hand set and you’ll hear a prompt to record the 
message. 
2. Record the message and press the pound key (#). A 
confirmation appears on screen.
3. Click OK to confirm and complete the action.
Note:You can set up voice mail (VM) groups (distribution lists) to 
forward messages to multiple recipients at the same time. 
See “Working with Voice Mail Groups (Distribution Lists)” 
on page 70.
Monitoring Activity of Other Extensions/
Workgroups
If your system administrator has configured your extension for 
monitoring, you can monitor the activity on the other extensions 
in your workgroup, view call history, view workgroup statistics, 
and view calls in queue.
If you’re a manager, for example, you might monitor to determine 
whether you need more resources in a busy environment. Or you 
might use monitoring capability to cover calls for a co-worker, 
since you can click the ringing phone icon in the monitor list and 
take the co-worker’s call. 
						

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Choosing Workgroups / Extensions to Monitor
You choose which workgroups to monitor when you log in; see 
“Logging In” on page 7.
To select which extensions you want to monitor, 
1. Click the Monitor tab. 
2. Click Select Extensions near the bottom left corner of the 
page. 
3. Select the check boxes next to the extensions you want to 
monitor; clear those you don’t. Click OK.
Note:In order to see activity for remote extensions on the 
Directory tab, you must add those remote extensions to 
your Monitor list by following the steps described above.
Reading the Monitor List
The monitor window includes these fields: State, Extension, 
Name, Activity, DND/FWD, Caller Name, Number, Department, 
Location, DNIS, and Duration.
Note:If you do not see any Caller Name and Number data on 
this tab, your administrator has removed those fields from 
your view.
The state can be one of the following:
•Idle — the extension is not in use
•Connected — the extension is in use
•Ringing — the phone on the extension is ringing; you can 
click the State field to pick up the call at your own extension
•Conferencing — the extension is on a conference call
•Voicemail — the extension is in voice mail
•Auto Attendant — the extension is connected to an auto 
attendant
•Holding — the extension is on hold
•Hold Pending — the extension is on hold, and an action is 
pending 
						

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Calling or Picking Up Calls
If a monitored extension is Idle (green dot) you can click its 
Extension field to ring the extension.
If a monitored extension is Ringing (red dot), you can click its 
State field to pick up the call.
Viewing the Call History
Click the History tab to view data about handled calls.
Note:Click on the column headings to sort the data.
The History tab displays the following fields:
•Direction — indicates if the call is incoming or outgoing, or 
was a missed call. Left-pointing green arrow indicates 
outgoing call; right-pointing red arrow indicates incoming call. 
Right-pointing arrow with exclamation point indicates a 
missed call.
•Number — the extension or phone number on the other end 
of the call. Click a number in the Number column to dial that 
number.
•Name — Caller ID information, if available.
•Date/Time — the date and time of the call.
When you sort on Date/Time, the calls are sorted by last 
disconnected and not in the order the call was received. It is 
therefore possible to have a record with an earlier timestamp 
followed by a record with a later timestamp.  
						

							54MaxAgent ManualAlso, the timestamp for call data is based on the client system, 
while the timestamp for voice mail messages is from MAX 
Communication Server. Thus, the times displayed here may 
not match those in the voice mail view in the main window.
•Duration — the duration of the call. 
•DNIS — DNIS digits collected, if available
•Group — Group number or name
•Note — a note attached to the call. If you entered a note in 
the User Data field of the active call, that note appears here. 
You can also enter a note on the History tab by double-
clicking the Note field and typing your note.
Use the Delete button to delete selected calls in the history list. 
Use the Delete All button to delete the entire call history list. 
MaxAgent will ask you to confirm the deletion.
Adding Contacts to MaxAgent
To populate the Contacts tab with the contacts listed in your 
Outlook, Outlook Express, ACT!, or Goldmine CRM application, see 
“CRM Integration” on page 75.
E-mail a contact — Click a contact’s e-mail address to open 
Microsoft Outlook, where you can send an e-mail to the contact.
Checking Workgroup Status
Click the WG Status tab to view the real-time status of each 
workgroup you’re a member of.