AltiGen comm MAXCS 88 MaxAgent Manual

							MaxAgent Manual 75
CRM Integration
MaxAgent can access phone numbers from your Microsoft Outlook, 
Outlook Express, ACT!, or GoldMine® database. During installa-
tion, the install program reads which applications you have in-
stalled on your computer. 
Configure CRM integration in the Configuration window’s 
Integration screen:
Use Database Selector — Check this to allow integration of your 
company’s CRM database with MaxAgent, then select your CRM 
program from the Select current database drop-down list.
Private Folder Only – If an organization has many large public 
contact folders for outlook, users can eliminate the time it takes to 
synchronize all of those folders by checking a new option. Check 
the Private Folder Only checkbox to synchronize only the Private 
Contact folder. Clear the checkbox to also synchronize Public 
Contact folders.
Update database when click “OK” button — When you check 
this, MaxCS refreshes the data MaxAgent accesses from the 
database.
Note:If you select Outlook, MaxCS will load all the subfolders and 
data in your main Contacts folder, which will take a few 
moments. Once the data is loaded, you can close the 
Configuration window, reopen it, and click Select Folder, 
which now appears, to choose which Contacts subfolders 
you want to use. 
						

							76MaxAgent Manual For Screen Pop — Check this if you want a contact’s contact page 
to pop up when you get a call from that contact.
Match Digits — Select the number of digits to match for caller ID. 
Matching starts from right and moves left. This option is for calls 
that go through IP and for international calls that have a digit 
prepended, like 0. For example, if you choose 7 (the default) in the 
Match Digits field, and the number is 10.10.10.6- 915102529712, 
MaxAgent would match the last 7 digits, or 2529712, to identify 
the caller for you.
Tab Layout
You can choose which tabs you want to display in MaxAgent by 
right-clicking in the space to the right of the tabs in the main 
window and selecting the tabs you want to show. When no tabs 
are displayed in the main window, you can click Voicemail (which 
displays the Voicemail tab). Or you can configure the tabs in the 
Configuration window’s Customization > Tab Layout screen.
Check the tabs you want to display in MaxAgent, and click OK.
To restore all call control buttons, tabs, and application window 
sizes to the default settings, check Restore to default layout, 
and click OK. 
						

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Theme Selection
Choose the display theme of your MaxAgent in the Configuration 
window’s Customization > Theme Selection screen. 
Select a theme and click Apply to see the change, or click OK to 
accept the theme. The theme changes without restarting 
MaxAgent.
Server Time
You can choose whether to display the server time on the status 
bar. Choose Customization > Server Time.
If you choose to display the server time, it appears here on your 
status bar: 
						

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IPTalk
If you’re using IPTalk, set the options in the IPTalk configuration 
screen:
•Echo Suppression — Check this check box if you are 
experiencing echo. 
•ToS(Hex) — The ToS byte indicates the type of service. For 
IPTalk, you need high priority service, and the default of “0” 
set here indicates high priority service. However, if your 
company router supports DSCP EF, then set this field to “A0”. 
The ToS value is gateway-based. For guidance, see your 
system administrator. 
						

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•802.1 — This setting is related to the priority given to voice 
packets traversing your network. For guidance on setting this 
value, see your system administrator.
•From the Voice Through drop-down list, choose the sound 
card that will carry the incoming and outgoing voice. It could 
be a sound card in your computer, or it could be a USB-based 
sound card in your headset system.
•From the Ring Through drop-down list, choose the device 
that will carry the incoming ring. When you’re away from your 
desk, you may prefer the ring to come through your computer 
speakers, rather than your headset system.
•SIP Transport — These settings secure the SIP signaling 
messages and the RTP. SIP signaling is secured using 
transport layer security (TLS). RTP or SIP-associated media is 
secured using the secure RTP (SRTP) protocol. For guidance 
with these settings, see your system administrator.
Log
If you want the system to keep error logs for troubleshooting, 
check the appropriate box in the Log screen in the Configuration 
window. Logs are stored in your \\Documents and 
Settings\username\Local Settings\Application 
Data\AltiGen\MaxAgent folder. 
						

							80MaxAgent Manual The Enable IPTalk Log check box is available only if you’re using 
IPTalk. The Application log is for MaxAgent. 
						

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CHAPTER 6
Using MaxCall
MaxCall is intended for agents involved in marketing campaigns 
and other campaigns where the same message must be delivered 
over and over. Using MaxCall, you can record scripts, called 
phrases. Then, when you dial a call and the other party answers, 
by clicking a button you can hand the call over to the MAXCS 
system, which then plays the phrase you selected. This frees your 
extension to make the next call. The feature is available on the 
MaxCall tab. 
A MaxCall license must be assigned to your extension before you 
can see the MaxCall tab.
Logging in to MaxCall
When you log in to MaxAgent, check the Enable MaxCall check 
box.
When you are logged in, the MaxCall tab is available to you.
The MaxCall Tab
The MaxCall tab looks like the following figure. 
						

							82MaxAgent Manual The MaxCall tab has the following columns:
•Phrase — List of phrases, or scripts, that you have recorded. 
These are stored on the MAXCS server.
•Date — The date the phrase was recorded or last modified.
•Duration — The duration of the phrase in hh:mm:ss format.
•Notes — Notes you enter about the phrase. Double-click the 
Notes cell to enter notes.
The drop-down list at the bottom displays campaign names and 
the transmit caller ID for each campaign.
Using a Phrase
1. From the Campaign Transmit CID drop-down list, select the 
campaign applicable to your call. If the callee’s phone displays 
caller ID, his display will show the caller ID configured for this 
campaign instead of the actual caller ID.
2. Make a call.
3. If you get the other party’s voice mail, click the Transfer to 
Phrase button. MAXCS takes control of the call and plays the 
selected phrase. Your phone is released so you can make 
another call.
Note:Instead of selecting the phrase before making a call and 
then clicking the Transfer to Phrase button, you can 
double-click on a phrase after the call is connected. 
						

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Recording a Phrase
To record a message to add to the phrase list, 
1. Click the Add/Review Phrase button.
2. Select the Record button.
3. Enter a name in the Phrase Name text box.
4. Click the Record button. Your phone will ring.
5. Answer the phone and record the message.
6. Click the Stop button. The message is saved as a phrase on 
MAXCS, and MAXCS notifies you and adds the new phrase to 
the phrase list in MaxCall. The length of the phrase is added to 
the Duration column.
Reviewing a Phrase
To review a phrase,
1. Click the Add/Review Phrase button. 
2. Select the Review/Delete button.
3. Select a phrase to review from the drop-down list.
4. To delete the phrase without listening to it, click the Delete 
button. You receive a confirmation message. The phrase is 
deleted from MAXCS and from the MaxCall list of phrases.
5. To review the phrase, click the Review button. Your phone 
will ring.
6. Answer the phone and listen to the phrase. 
						

							84MaxAgent Manual 7. You can delete the phrase after listening or simply exit the 
dialog box.