Altigen MaxAgent Manual de usuario

MaxAgent™

for Lync

User Manual

June 2011

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.

410 East Plumeria Dr.

San Jose, CA 95134

Telephone: 888-AltiGen (258-4436)

Fax: 408-597-9020

E-mail: info@altigen.com

Web site: www.altigen.com

TRADEMARKS

MaxACD, MaxACD Administrator, MaxAgent, MaxSupervisor,

MaxInSight, MaxReports, VRManager, and Enterprise Manager are

trademarks or registered trademarks of AltiGen Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

MaxAgent for Lync Manual i

Contents

CHAPTER 1

About MaxAgent for Lync . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Operation Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

CHAPTER 2

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Installing MaxAgent for Lync . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Uninstalling MaxAgent for Lync . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

CHAPTER 3

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Overview of the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Toolbar Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Call Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Tabbed Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Setting Availability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Logging Out or Changing Workgroups . . . . . . . . . . . . . . . . . . . . . 13

Minimizing and Closing MaxAgent . . . . . . . . . . . . . . . . . . . . . . . 13

Searching in Tabbed Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Adjusting the MaxAgent or Lync Panes. . . . . . . . . . . . . . . . . . . 14

Showing or Hiding Tabs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Showing or Hiding Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Resizing, Rearranging, and Sorting Columns. . . . . . . . . . . . . . . 15

Showing, Hiding, or Rearranging Toolbar Buttons . . . . . . . . . . 16

Hiding or Showing the Dialing Field . . . . . . . . . . . . . . . . . . . . . 17

Showing Pop-ups for Incoming Calls. . . . . . . . . . . . . . . . . . . . . 17

Docking the Tabbed Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Making a Tab a Separate Window . . . . . . . . . . . . . . . . . . . . . . . 17

Agents Working Without a Desktop . . . . . . . . . . . . . . . . . . . . . . . 18

CHAPTER 4

Using MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

ii MaxAgent for Lync Manual

Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Shortcut-Key Dialing and Smart Tag Dialing . . . . . . . . . . . . . . 20

Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Making Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Using MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Transmitting Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Recording Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Reviewing or Deleting a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . 27

Working with Voicemail Messages . . . . . . . . . . . . . . . . . . . . . . . . 27

Viewing the Voicemail Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Listening to Voicemail Messages . . . . . . . . . . . . . . . . . . . . . . . 28

Saving or Exporting Messages. . . . . . . . . . . . . . . . . . . . . . . . . . 29

Attaching Notes to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Forwarding Voicemail Messages . . . . . . . . . . . . . . . . . . . . . . . . 30

Monitoring Extensions/Workgroups . . . . . . . . . . . . . . . . . . . . . . . 31

Choosing Workgroups to Monitor . . . . . . . . . . . . . . . . . . . . . . . 31

Viewing the Monitor List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Calling or Picking Up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Viewing Workgroup Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Viewing Workgroup Performance . . . . . . . . . . . . . . . . . . . . . . . . . 35

Viewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

CHAPTER 5

Configuring MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

Adjusting General Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Configuring Max Smart Tags. . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Customizing Message Notifications . . . . . . . . . . . . . . . . . . . . . . . 43

Working with Voicemail Groups . . . . . . . . . . . . . . . . . . . . . . . . . 44

Creating New Voicemail Groups . . . . . . . . . . . . . . . . . . . . . . . . 44

Updating Voicemail Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Setting Call Alert Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Customizing How Messages Play . . . . . . . . . . . . . . . . . . . . . . . . . 47

Showing or Hiding Tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Logging Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51

MaxAgent for Lync Manual 1

About MaxAgent

HAPTER

About MaxAgent for Lync

MaxAgent for Lync is a Windows desktop application that allows

workgroup agents to manage workgroup calls from their computers. It

gives agents 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 call

• Viewing queue data and other workgroup-related statistics, agent’s

performance, and member login/logout

• Exporting and printing workgroup queue and performance data

Call information can be stored to an internal or external CDR database for

future review and analysis.

MaxAgent for Lync integrates MaxAgent and Microsoft Lync Client and

runs them side by side, so that you can easily use the two of them together.

When you log in to MaxAgent, Lync opens too (if it isn’t already open);

when you close MaxAgent, Lync closes too.

You use MaxAgent for workgroup calls; you use Lync for instant

messaging, call transfers, conference calls, and placing calls on hold. The

two applications are synchronized for status/activity and work together in

other ways.

Operation Notes

• MaxAgent does not display personal calls

• Only single-call handing is available for the agent

• When a workgroup call is transferred, it changes to a personal call;

conference calls also become personal calls

Licensing

MaxAgent for Lync requires a MaxAgent for Lync seat license for each

user.

2MaxAgent for Lync Manual

A system administrator can verify seat licenses in MaxAdministrator by

selecting License > Client SEAT License Management from the main

menu.

MaxAgent for Lync Manual 3

Installation

HAPTER

Installation

The client system must meet the following minimum requirements.

• IBM/PC AT compatible system

• Microsoft .NET 3.5 or higher framework

• 2 GHz CPU or above

• Windows XP SP3 or above

• 1 GB available hard drive disk space

•1GBRAM

• SVGA monitor (1024 x 768) with 256 color display, or better

• Keyboard and mouse

• MaxACD running on a server accessible to this client

• Microsoft Lync 2010 or higher version

Pre-Installation Checklist

Before installing MaxAgent for Lync, make sure the following is done:

• MaxACD server has been installed on the system server

• Microsoft Lync has been installed on the client machine

• TCP/IP is enabled on both machines

• The client is able to connect to the server on the network

• The person installing MaxAgent for Lync has local administrator

rights on the client machine

• The extension affiliated with the client machine has a MaxAgent Seat

License assigned to it

4MaxAgent for Lync Manual

Installing MaxAgent for Lync

When the preparation steps are done, follow these steps on the client

machine:

1. Close all Windows applications.

2. Insert the MaxAgent for Lync CD into the CD-ROM drive.

3. Open the MaxAgent for Lync folder and run the Setup program in

that folder, following the installation instructions as they appear.

Alternatively, if your system administrator has loaded MaxAgent for Lync

on a shared network server, you can copy the files in the MaxAgent for

Lync folder and the Shared folder to your desktop machine and run the

MaxAgent for Lync Setup program.

Uninstalling MaxAgent for Lync

1. From the Windows Start menu, choose Control Panel > Add/Remove

Programs > MaxAgent for Lync.

2. Click Remove and follow the instructions.

Automatic Upgrade

Each time you start MaxAgent for Microsoft Lync, a comparison is made

with the version of MaxACD that is running on the server. If your version

of MaxAgent is out-of-date, you are prompted to upgrade. If you

automatically upgrade, the MaxAgent startup is terminated and a software

upgrade session is started. Restart MaxAgent to run the newer version.

Note: For remote MaxAgent users outside the firewall, TCP port 10050

must be open to allow an automatic upgrade. Also, performing an

automatic upgrade over the Internet requires the sending of 15 MB

files over the WAN, so it may take some time to complete the

process.

MaxAgent for Lync Manual 5

Getting Started

HAPTER

Getting Started

This section covers the following general topics:

•Logging In

•Overview of the Main Window

•Logging Out or Changing Workgroups

•Searching in Tabbed Windows

•Customizing the Display

Logging In

1. Start MaxAgent from Start > All Programs > MaxAgent for Lync.

2. If Microsoft Lync isn’t already running, you will see a message:

“Microsoft Lync is starting, please wait...”. When Lync is running,

you can sign into MaxAgent.

3. If this is your first time logging into MaxACD, enter the system

server’s IP address or the name of the system server you will be using.

To obtain the server name or IP address, ask your IT administrator.

(Subsequently, when you log in, you will see the IP address in the

Server Name field. You may use the drop-down list to select a different

server.)

6MaxAgent for Lync Manual

4. Enter your extension number and your password.

If you want to use MaxCall to display specific Caller ID information

when you make calls, check Enable MaxCall.

If you want to store your password and have it entered automatically

the next time, check Always save password.

Note: Up to eight unsuccessful login attempts are allowed, after

which login will be disabled for from 1 to 24 hours (depending

on the duration set by your administrator).

5. Click Sign In.

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