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MaxCommunicator™ManualMAX Communication ServerRelease 7.0 Update 1June 11, 2014

4 MaxCommunicator Manual• The extension affiliated with the client PC has a MaxCommunicator Seat License assigned to it, or there is a MaxCommunicator

MaxCommunicator Manual 5InstallationNote: For remote MaxCommunicator users outside the firewall, TCP port 10050 is required to be open to allow autom

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MaxCommunicator Manual 7Getting StartedCHAPTER 3Getting StartedStart MaxCommunicator from the Microsoft Windows Start menu, by choosing Start > Al

8 MaxCommunicator Manual2. Enter your Extension number and Password assigned to your phone. (You can also log in as a workgroup or a huntgroup.)If you

MaxCommunicator Manual 9Getting StartedConsult your system administrator or authorized AltiGen dealer for details on obtaining this equipment. All th

10 MaxCommunicator ManualOverview of the Main WindowOnce you log in to MaxCommunicator, the main window appears, providing tools to manage and monitor

MaxCommunicator Manual 11Getting StartedClick a Number to Make a CallAll phone numbers become underlined when you pass the cursor over them. Click an

12 MaxCommunicator ManualYou can choose the buttons you want and the order in which you want them. See “Customizing the Display” on page 18.The Dialer

MaxCommunicator Manual 13Getting Started• Idle—the extension is not in use• Play VM—playing voice mail (The Duration field displays the duration of t

WARNING!Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently

14 MaxCommunicator ManualDirectory—Lists the extensions of people at the company. Columns include: Type (local, remote), Extension, Name, Activity, De

MaxCommunicator Manual 15Getting StartedChanging Activity Status and Recording Activity GreetingsYou can specify your whereabouts, so that others are

16 MaxCommunicator ManualTurning Do Not Disturb On and OffThe DND button is a toggle that turns Do Not Disturb on and off. When Do Not Disturb is on,

MaxCommunicator Manual 17Getting StartedNote: If a new call comes in while a call is on hold, MaxCommunicator changes to normal size automatically, a

18 MaxCommunicator ManualCustomizing the DisplayYou can customize the MaxCommunicator display to meet your needs in the following ways:• Resize MaxCom

MaxCommunicator Manual 19Getting Started• Rearrange columns by clicking and dragging a column name to the location you want.• Sort columns in ascendi

20 MaxCommunicator ManualThe buttons displayed in your MaxCommunicator are in the right-hand list. To remove a toolbar button, select it and click Rem

MaxCommunicator Manual 21Getting Started• Make a tab a separate window independent of the MaxCommunicator main window by dragging it out by its tab,

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MaxCommunicator Manual 23Handling CallsCHAPTER 4Handling CallsMaxCommunicator call handling-related functions include:• Answering calls, see page 23•

MaxCommunicator Manual iiiContentsCHAPTER 1About MaxCommunicator . . . . . . . . . . . . . . . . . . . . . . . . . . . .1Microsoft Outlook and Outloo

24 MaxCommunicator ManualDialing OutTo dial a number, click in the dialing field, enter a number or name, and then click the Dial button or press Ente

MaxCommunicator Manual 25Handling CallsShortcut-Key Dialing and Smart Tag DialingShortcut-key dialing—If you configured your MaxCommunicator to let y

26 MaxCommunicator ManualThis tab lists speed dial numbers that you have configured at your extension (extension speed dial numbers), and it lists spe

MaxCommunicator Manual 27Handling CallsRedialingTo redial the last number called, click the Redial button. If the Redial button is not on your MaxCom

28 MaxCommunicator ManualWhen you are ready to reconnect to the call on hold, click Hold in the State cell of the call. The call goes to the connected

MaxCommunicator Manual 29Handling CallsAt any time before or after the person you’re transferring to answers the phone, you can cancel the transfer b

30 MaxCommunicator ManualNote: You can forward a call to an auto attendant without answering it by clicking the To AA button while the call is ringing

MaxCommunicator Manual 31Handling CallsWhile MaxCommunicator dials the new number, the other party or parties go into Hold Pending state, and you see

32 MaxCommunicator ManualCanceling Conference CallsYou can cancel the conference using any of the following methods: • Click the No button in the conf

MaxCommunicator Manual 33Handling CallsUsing this window, you can:• Create a one-time or recurring meeting and set its parameters• Open Microsoft Out

iv MaxCommunicator ManualShrinking MaxCommunicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Using the Windows Tray Phone Icon . . .

34 MaxCommunicator Manual• Use the scroll bar at the bottom of the window to display additional columns, if necessary.• Change column size by clicking

MaxCommunicator Manual 35Handling CallsThe following parameters apply to all meetings:Parameter DescriptionID The conference ID is created by the sys

36 MaxCommunicator ManualFill in the fields of the Create Meeting dialog box, and click OK. See the following sections for directions on filling in th

MaxCommunicator Manual 37Handling Calls1. Specify the duration of the meeting, using the Up/Down arrows.2. If the meeting is to begin as soon as it i

38 MaxCommunicator Manual1. In the Duration field, specify the duration of the meeting, using the Up/Down arrows.2. In the Start field, specify the st

MaxCommunicator Manual 39Handling Calls4. Select either On Date to specify a day of the month by number (for example, the 10th day of the month) or s

40 MaxCommunicator ManualStarting and Stopping a MeetingThe meeting host and the MaxAdministrator (“Admin”) can start and stop a meeting.To start a me

MaxCommunicator Manual 41Handling CallsContinuing a Meeting Beyond Its Duration TimeWhen the scheduled meeting time is up, the meeting may continue i

42 MaxCommunicator ManualTo record a call—While connected to a call, click the Record button, or right-click the call and select Start Recording from

MaxCommunicator Manual 43Handling Calls1. Click the Account button.2. In the dialog box, select an account code if a list is displayed, and click OK.

MaxCommunicator Manual vAttaching a Note. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Forwarding Voice Mail. . . . . .

44 MaxCommunicator Manual• Heard voice mail messages are indicated by a white, open envelope.• New messages marked urgent are indicated by a red, clos

MaxCommunicator Manual 45Handling CallsIf you click another message in the list, the current message stops playing.Save at Remote Server or Export Lo

46 MaxCommunicator ManualForwarding Voice MailTo forward a voice mail to an extension or a VM group,1. Select the voice mail and click the Forward but

MaxCommunicator Manual 47Handling CallsMonitoring the Activity of Other ExtensionsIf your system administrator has configured your extension for moni

48 MaxCommunicator ManualNote: If you do not see an extension’s Caller Name and Number details, your administrator may have blocked those fields from

MaxCommunicator Manual 49Handling CallsNote: Click on the column headings to sort the data.The History tab displays the following fields:• Direction—

50 MaxCommunicator ManualE-mail a contact—Click a contact’s e-mail address to open Outlook, where you can send an e-mail to the contact.

MaxCommunicator Manual 51ConfigurationCHAPTER 5Configuring MaxCommunicatorUsing the MaxCommunicator Configuration window, you can configure the follo

52 MaxCommunicator ManualYou can configure these general settings:• Default Trunk Access—The trunk access codes are defined by the system administrato

MaxCommunicator Manual 53ConfigurationExplorer and the Microsoft Office programs. Then you must configure your Microsoft Office programs to display t

vi MaxCommunicator ManualRecording a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Reviewing a Phrase . . . . . .

54 MaxCommunicator ManualTo enable or disable the MaxIESmartTag, select it and click the Enable or Disable button at the bottom of this dialog box (no

MaxCommunicator Manual 55ConfigurationEnable Auto DialIf you check this box, any phone number you dial using a Smart Tag or the Select-n-Dial method

56 MaxCommunicator ManualForwarding All CallsWhen you configure your MaxCommunicator to forward all calls, the information is displayed in the status

MaxCommunicator Manual 57ConfigurationBusy Call Handling and No Answer HandlingYou can use these options to specify how you want to handle incoming c

58 MaxCommunicator ManualOne Number Access (ONA)If you are expecting calls that you want to receive regardless of where you are, you can have the syst

MaxCommunicator Manual 59Configuration1. Click Extension > One Number Access in the Configuration window.2. Select the times you want to be availa

60 MaxCommunicator ManualYou can enter up to 10 phone numbers in the Caller ID Verification fields. For local numbers, use 7 digits (5555555). For lon

MaxCommunicator Manual 61ConfigurationMessage NotificationYou can specify how and when you’d like to be alerted to new messages when you’re away from

62 MaxCommunicator ManualWorking with Voice Mail Groups (Distribution Lists)You can set up voice mail groups (distribution lists) to forward messages

MaxCommunicator Manual 63ConfigurationCreating a Personal Voicemail Group1. Click the New button in the VM Group Edit dialog box.2. Click the drop-do

MaxCommunicator Manual 1OverviewCHAPTER 1About MaxCommunicatorMaxCommunicator is call management software for the general desktop PC user. It runs wi

64 MaxCommunicator ManualCall Alert OptionsIf you want MaxCommunicator to inform you when you have a call, specify your desired method(s) in the Confi

MaxCommunicator Manual 65ConfigurationNote: When using IPTalk, the pop-up window allows you only to answer or decline the call; it does not allow you

66 MaxCommunicator ManualYou can choose to play your messages on your phone set, or play them on your sound card and speakers. If you choose to play t

MaxCommunicator Manual 67ConfigurationNote: If you select Outlook, MAX Communication Server will load all the subfolders and data in your main Contac

68 MaxCommunicator ManualCheck the tabs you want to display in MaxCommunicator, and click OK.To restore all call control buttons, tabs, and applicatio

MaxCommunicator Manual 69ConfigurationSelect a theme and click Apply to see the change, or click OK to accept the theme. The theme changes without re

70 MaxCommunicator Manual• Echo Suppression—Check this check box if you are experiencing echo. • ToS(Hex)—The ToS byte indicates the type of service.

MaxCommunicator Manual 71Configuration• SIP Transport—These settings secure the SIP signaling messages and the RTP. SIP signaling is secured using tr

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MaxCommunicator Manual 73MaxCallCHAPTER 6Using MaxCallMaxCall is intended for agents involved in marketing campaigns and other campaigns where the sa

2 MaxCommunicator Manual• ACT! and GoldMine integration require an Integration Connector license for each user.• MaxCall requires a MaxCall seat licen

74 MaxCommunicator ManualThe MaxCall TabThe MaxCall tab looks like the following figure.The MaxCall tab has the following columns:• Phrase—List of phr

MaxCommunicator Manual 75MaxCallRecording a PhraseTo record a message to add to the phrase list, 1. Click the Add/Review Phrase button. The Add/Remov

76 MaxCommunicator Manual6. Answer the phone and listen to the phrase.7. You can delete the phrase after listening or simply close the dialog box.

MaxCommunicator Manual 77 TroubleshootingAPPENDIX AErrors and TroubleshootingThe following errors may be displayed as login or connectivity errors. E

78 MaxCommunicator ManualTroubleshooting IP Connectivity from a Remote LocationIf problems occur connecting to your company’s MAX Communication Server

MaxCommunicator Manual 79IndexNumerics802.1 70AAA state 12Account Codes 42ACT 1, 66all calls recorded 41answer options 57auto attendant 29auto upgra

80 MaxCommunicator Manual Hhistory logs 48History tab 14history window 48hold 12hold button 27hold pending 12, 48Iidle state 13installation requiremen

MaxCommunicator Manual 81configuring 54session licensing 1shortcut keys, using to call 54shortcut keys. using to dial 25single call waiting 57SIP tran

MaxCommunicator Manual 3InstallationCHAPTER 2InstallationThe client system must meet the following minimum requirements. Operating systems supported: