Altigen MaxAgent User manual

MaxAgent™
for Lync
User Manual
June 2011

WARNING!
Toll fraud is committed when individuals unlawfully gain access to
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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: [phone]
E-mail: [e-mail]
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.
Copyright © AltiGen Communications, Inc. 2011. All rights reserved.

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
C HAPTER 1
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
C HAPTER 2
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
C HAPTER 3
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.

MaxAgent for Lync Manual 7
Getting Started
6. Select the workgroups you want to log into. You can log into eight
workgroups simultaneously.
7. If the administrator has allowed you to change your outbound
workgroup, you may do so. (Your outbound calls are logged to the
workgroup specified in Outbound Workgroup.)
8. Click OK.
If your version of MaxAgent doesn’t match the version of MaxACD on the
system server, you are prompted to upgrade when you try to log in. (See
Automatic Upgrade for more details.)
After you log in, the MaxAgent for Lync icon shows in the Windows tray,
which is usually at the bottom corner of your screen.
When you have new voicemail messages, the icon changes to indicate that
you have messages.
Reconnecting
When a connection with the phone server is broken, a message asks if you
want to connect again. Click Yes to restore the connection.
Logging In Remotely
You can use MaxAgent for Lync from a remote location if MaxAgent is
installed on your remote computer. VPN or port forwarding for MaxAgent
for Lync is required.

8MaxAgent for Lync Manual
1. If you connect to the Internet through a modem connection, establish
a connection to your internet service provider (ISP).
2. Log in using your extension and password as usual.
3. Click OK.
Overview of the Main Window
Once you log in, MaxAgent and Lync appear in the same window side by
side, MaxAgent on the left and Lync on the right:
You use MaxAgent for workgroup calls and use Lync primarily for instant
messaging, call transfers, and conference calls.

MaxAgent for Lync Manual 9
Getting Started
MaxAgent Side of the Window
MaxAgent provides tools to manage and monitor calls, and is your window
into your workgroup environment.
Status Bar
From the status bar, you can do the following:
• See when the agent is in wrap-up mode (you have transferred the call,
sent it to voicemail, or hung up):
• Toggle between Ready and Not Ready .
• See the number of unopened voicemail messages .
• Configure MaxAgent (see Configuring MaxAgent).
• Open help .
Toolbar
Call Information appears here
Status bar
Other information appears here
Dialing field

10 MaxAgent for Lync Manual
Toolbar Buttons
Toolbar buttons provide single-click functions to connect, hang up, send
calls to AA (auto attendant), record, redial, and enter account code. The
Login button lets you log in to other workgroups or log out of a workgroup.
You can choose which buttons to display, and the order in which you want
them to appear; see Customizing the Display for details.
The Dialing field and Dial button are also in the toolbar. Click Dial to open
the dial pad.
Call Information Panel
The call information panel shows several columns of information about
calls:
Record – This appears when a call is being recorded
State – The state of the active call:
•AA – The call is being transferred to an auto attendant
•Busy – The callee is busy or not available
•Call Pending – The call is placed into a workgroup queue
•Conference – The call is in conference
Click the x to
clear the
Dialing field or
close the dial
pad
Dialing field
Dial
button
opens
the dial
pad.

MaxAgent for Lync Manual 11
Getting Started
•Connected – The call is connected
•Dial Tone – A dial tone is present, and MaxAgent is ready to dial out
•Error – Receipt of an error tone
•Hold – The call is on hold
•SIP Hold – The workgroup call is on hold
•Idle – The extension is not in use
•Play – Playing voicemail messages
•Record – Recording an introductory message
•Ringback – The caller sees this state while the callee’s phone is
ringing
•Ringing – An outgoing call is ringing another phone or an incoming
call is ringing your phone
Name – The name of the person on the other end of the call, if available
Number – The phone number at the other end of the call
Group – Your workgroup number for this call
DNIS – The DNIS number, if appropriate
Duration – The duration of the call
Conference – Indicates the conference host
User Data – The data entered by an agent and carried with a trunk call
IVR Data – This field is filled by the IVR
You can right-click a call to access a context menu for that call. Then select
from commands available for that call.
Tabbed Pages
Eight tabbed pages are available on the bottom half of the MaxAgent
screen.

12 MaxAgent for Lync Manual
Note: You will also see a MaxCall tab if you enabled MaxCall when you
logged in.
Monitor – A list of extensions you have chosen to monitor. See Monitoring
Extensions/Workgroups.
History – A history of your incoming, outgoing, and missed calls. See
Viewing the Call History.
Voicemail – A log of unopened and opened voicemail messages left at your
extension. See Working with Voicemail Messages.
Note: If your company is not using Microsoft Exchange Integration, you
will not see personal voicemail messages in MaxAgent, but you
can always check these messages in Lync.
WG Status – The real-time status of all the workgroups you’re logged into.
See Viewing Workgroup Status for details.
Performance – The performance (since midnight) for each workgroup
you’re logged into. Includes direct calls and workgroup calls. See Viewing
Workgroup Performance for details.
WG Voicemail – A log of unopened and opened voicemail messages left
at the workgroup extensions. See Working with Voicemail Messages for
details.
WG Queue – A list of calls in the queue. You can pick up a call from queue
if the system administrator has allowed it for your extension. See Viewing
Queues for details.
Line Park – A list of calls parked for line park groups that you are a
member of. You can pick up a parked call from the LinePark tab.
MaxCall – A list of the Campaign Caller IDs set up in the MaxACD
system; you can choose the appropriate Caller ID for an outbound call. You
see this tab only if you enabled MaxCall when you logged in. See Using
MaxCall.
Setting Availability
Set your Do Not Disturb/Availability status in Lync, and it is synchronized
with MaxAgent. When you set your availability to Do Not Disturb, your
incoming calls will go directly to voicemail without ringing your phone.
The Ready/Not Ready button is a toggle; click it to toggle between
the two states.

MaxAgent for Lync Manual 13
Getting Started
• Ready –Workgroup calls can be sent to your extension
• Not Ready –Workgroup calls won’t be sent to your extension
Logging Out or Changing Workgroups
You can log out of a workgroup or change the workgroups you’re logged
into:
1. Click Login to open the Workgroup Login window.
2. Clear the check boxes next to the workgroups you’re logging out from.
3. If logout reason codes are required in your system, select one in the
list.
4. If you want to log into other workgroups, select their check boxes.
5. Click OK.
Minimizing and Closing MaxAgent
Minimize – To minimize MaxAgent for Lync, click the Minimize button
in the top right corner of the screen. MaxAgent shrinks to an icon in
the tray in the lower right corner of your screen.
Exit –Click the button at the top right of the MaxAgent window.
Both MaxAgent and Lync exit.
Searching in Tabbed Windows
Searching is available in these tabs: History, Voicemail, and WG
Voicemail.

14 MaxAgent for Lync Manual
To search,
1. In the Search in field, select the column you want to search in.
2. Position the cursor in the field beside the magnifying glass, and type
what you’re looking for. The search begins as you type, and the list
narrows to records that match what you have typed.
3. When you begin a new search, the information that was displayed on
the tab reappears. Or you can clear the field beside the magnifying
glass or make another selection in the Search in field, and you’ll see
all the information on the tab.
Customizing the Display
You can customize many aspects of the MaxAgent display:
•Adjusting the MaxAgent or Lync Panes
•Showing or Hiding Tabs
•Showing or Hiding Columns
•Resizing, Rearranging, and Sorting Columns
•Showing, Hiding, or Rearranging Toolbar Buttons
•Hiding or Showing the Dialing Field
•Docking the Tabbed Pages
•Making a Tab a Separate Window
Adjusting the MaxAgent or Lync Panes
To adjust the space given to MaxAgent or Lync, position the cursor
between them until you see a double arrow, then drag left or right.
Showing or Hiding Tabs
To specify the tabs you want to display, right-click any tab. A list of tabs
appears:
You can adjust MaxAgent and
Lync window sizes.

MaxAgent for Lync Manual 15
Getting Started
Check the tabs you want to display; clear the tabs you want to hide.
Showing or Hiding Columns
To specify the columns you want to see, right-click a column heading and
check or clear the names in the list. Checked columns will be displayed.
Resizing, Rearranging, and Sorting Columns
To resize columns, position the cursor on a column divider in the header
area until it changes to a double arrow. Then drag to resize the column.

16 MaxAgent for Lync Manual
To rearrange columns, click and drag a column name to the location you
want.
To sort columns in ascending or descending order, click the column heading.
An ascending (first to last) or descending (last to first) arrow appears. Click
the column heading again to sort in the reverse order. If you click a column
heading, and all the data in that column is the same, MaxAgent keeps the sort
order of the previously clicked column.
Showing, Hiding, or Rearranging Toolbar Buttons
To add, remove, and rearrange the toolbar buttons, right-click in the button
area and choose Customize Toolbar Buttons.
Moving the Record column to the right
Ascending order Descending order
The list on the
right shows the
buttons that
currently appear
on the toolbar.