Altigen MaxAgent User manual

MaxAgent™
Manual
MAX Communication Server
Release 6.5 Update1
12/2009 4503-0001-6.5 Update1

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: [phone]
E-mail: [email protected]
Web site: www.altigen.com
TRADEMARKS
MAX Communication Server, MaxAdministrator, MaxCommunicator,
MaxAgent, MaxSupervisor, MaxInSight, MaxOutlook, MaxCall,
Enterprise Manager, AltiServ, AltiLink, AltiConsole, VRPlayer,
Zoomerang, IPTalk, Alti-Mobile Extension, InTouch Dialer, AltiReport,
and SuperQ 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. 2009. All rights reserved.
Part Number 4503-0001-6.5 Update1

MaxAgent Manual i
Contents
Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i
CHAPTER 1
About MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
New in Release 6.5 Update1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . 2
ACT!/GoldMine® Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
CHAPTER 2
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Installing MaxAgent on a Client System . . . . . . . . . . . . . . . . . . . . . 6
Uninstalling MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
CHAPTER 3
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Version Mismatch Dialog Box. . . . . . . . . . . . . . . . . . . . . . . . . . 11
Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
IP Extensions Using IP Talk. . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
When Connection Is Broken . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Overview of the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Toolbar Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Call Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Tabbed Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Changing Activity Status and Recording Activity Greetings . . . . 18
Setting Status to Ready or Not Ready . . . . . . . . . . . . . . . . . . . . . . 19

ii MaxAgent Manual
Turning Do Not Disturb On and Off . . . . . . . . . . . . . . . . . . . . . . . 19
Log Out or Change Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Minimizing and Exiting MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . 20
Shrinking MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Using the Windows Tray Phone Icon . . . . . . . . . . . . . . . . . . . . . . 21
Searching in the Tabbed Windows . . . . . . . . . . . . . . . . . . . . . . . . 21
Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
CHAPTER 4
Using MaxAgent as a Workgroup Agent . . . . . . . . . . . . . . .27
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Dialing Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Shortcut-Key Dialing and Smart Tag Dialing . . . . . . . . . . . . . . 29
Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Using Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Displaying a Note on the IP Phone LCD . . . . . . . . . . . . . . . . . . 33
Making Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Station Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Working in the MeetMe Conference Window. . . . . . . . . . . . . . 38
Creating a Meeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . 43
Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . . 44
What the MeetMe Conference Host Can Do . . . . . . . . . . . . . . . 44
Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . 45
Joining a MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Checking Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Dealing with Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Save at Remote Server or Export Locally . . . . . . . . . . . . . . . . . 49
Deleting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

MaxAgent Manual iii
Returning a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Attaching a Note. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Forwarding Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Monitoring the Activity of Other Extensions/Workgroups . . . . . . 51
Choosing Workgroups to Monitor . . . . . . . . . . . . . . . . . . . . . . . 52
Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Calling or Picking Up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Adding Your Contacts to MaxAgent . . . . . . . . . . . . . . . . . . . . . . . 55
Checking Workgroup Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Viewing Your Workgroup Performance . . . . . . . . . . . . . . . . . . . . 56
Viewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Pick Up Calls from Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Using ActiveX Control with Third Party Applications . . . . . . . . . 58
CHAPTER 5
Configuring Your MaxAgent . . . . . . . . . . . . . . . . . . . . . . . .59
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Before You Set Up ONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Setting Up One Number Access. . . . . . . . . . . . . . . . . . . . . . . . . 66
Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Working with Voice Mail Groups (Distribution Lists) . . . . . . . 69
Working on Voice Mail Group Lists . . . . . . . . . . . . . . . . . . . . . 70
Call Alert Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
CRM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Tab Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Theme Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
CHAPTER 6
Using MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81
Logging in to MaxCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

iv MaxAgent Manual
The MaxCall Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Using a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Recording a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Reviewing a Phrase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
CHAPTER 7
MaxAgent in Microsoft Office Communicator . . . . . . . . . .85
Installing MaxAgent for OCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Using MaxAgent in Office Communicator . . . . . . . . . . . . . . . . . . 86
Calling an Extension from Office Communicator . . . . . . . . . . . . . 90
Appendix A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93
Errors and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Troubleshooting IP Connectivity from a Remote Location. . . . 94
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

MaxAgent Manual 1
Installation
C HAPTER 1
About MaxAgent
MaxAgent is a Windows desktop application designed to improve the
performance of workgroup and call center agents in a MAX
Communication Server ACC/ACM (MAXCS) environment.
MaxAgent allows workgroup agents to manage workgroup calls from their
computers. It allows 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
• Setting up group meetings
In addition, MaxAgent integrates with Microsoft Outlook and Outlook
Express,ACT!,andGoldMine®forcallerscreenpopsand dialing outfrom
these applications.
Call information can be stored to an internal or external CDR database for
future review and analysis.
New in Release 6.5 Update1
The following features are new in Release 6.5 Update1:
•Dialing Using Smart Tags—Phone numbers that appear in Internet
Explorer and Microsoft Office programs can be dialed through your
active MaxAgent/MaxCommunicator/MaxOutlook by either clicking
an icon (in Internet Explorer) or choosing Dial by MaxClient from a
Smart Tag (in Microsoft Office programs). Requires configuration on
the MaxAgent/MaxCommunicator/MaxOutlook’s Configuration >
General screen and in each Microsoft Office program.

2MaxAgent Manual
•Dialing Using Shortcut Keys—You can select a phone number from
any window, for example, Internet Explorer, Microsoft Word, Excel,
Notepad, and so on, and then dial that phone number by pressing two
or three keys you define for this task. Requires configuration on the
MaxAgent/MaxCommunicator/MaxOutlook’s Configuration >
General screen (Select-n-Dial option).
•Automatic Dialing—Any phone number you dial using a Smart Tag
or the Select-n-Dial method can be dialed automatically, or you can
choose to simply have that phone number put in the dialer box.
Configure this option on the Configuration > General screen.
•MaxCall—Allows you to hand over an outgoing connected call to the
MAXCS system so that it can play a pre-recorded message to the call,
for example a marketing campaign script. This frees your extension to
make the next call. This feature is available on the MaxCall tab. A
MaxCalllicensemustbeassignedto your extensionbeforeyou can see
the MaxCall tab.
MicrosoftOutlookandOutlookExpressSupport
MaxAgent 6.5 Update1 supports Microsoft Outlook 2003 and 2007,
allowing you to obtain phone numbers to dial from a Microsoft Outlook
Contact list. MaxAgent also lets you see the incoming calls that have a
matching record in the Contact list.
You must set up the Outlook Contacts list prior to using this feature.
ACT!/GoldMine® Support
MaxAgent 6.5 Update1 supports ACT! 2006, 2007, 2009, 2010 and
GoldMine® 6.5, 6.7, and 7.0 contact management software, allowing you
to obtain phone numbers to dial from the ACT! or GoldMine® contact
database list. MaxAgent also lets you see the matching record from the
contact database list of the incoming calls.
Note: Before ACT! can work with MaxAgent, you MUST install the
ACT! Plugin.
Note: ACT! and Goldmine are not supported in MaxAgent for OCS,
described in “MaxAgent in Microsoft Office Communicator” on
page 85.

MaxAgent Manual 3
Installation
Licensing
The following AltiGen licenses are required:
• MaxAgent requires a MaxAgent seat license for each user, or a
MaxAgent session license.
• The IPTalk feature requires an IPTalk license for each user, or an
IPTalk session license.
• ACT! and GoldMine integration require an Integration Connector
license for each user.
• MaxCall requires a MaxCall seat license for each user or a MaxCall
session license.
A system administrator can verify seat licenses in MaxAdministrator by
selecting License > Client SEAT License Management from the main
menu.

4MaxAgent Manual

MaxAgent Manual 5
Installation
C HAPTER 2
Installation
The client system must meet the following minimum requirements.
• IBM/PC AT compatible system
• Microsoft .NET 2.0 with SP1 framework (version 2.0.50727.1433)
• 2 GHz CPU or above
• Windows XP Professional or Windows Vista Business Edition (32-bit
or 64-bit) or Windows 2008 (32-bit or 64-bit) or Windows 7 (32-bit or
64-bit)
• 1 GB available hard drive disk space
•1GBRAM
• SVGA monitor (1024 x 768) with 256 color display, or better
• Keyboard and mouse
• A sound card in the PC, if using IPTalk
• MAX Communication Server ACC 6.5 Update1 or MAX
Communication Server ACM 6.5 Update1 running on a server
accessible to this client.
Pre-Installation Checklist
Before installing MaxAgent, make sure the following is done:
• MAXCS ACC/ ACM 6.5 Update1 has been installed on the system
server.
• TCP/IP is enabled on both machines.
• The client is able to connect to the server on the network.
• The person installing MaxAgent has local administrator rights on the
client PC.
• The extension affiliated with the client PC has a MaxAgent Seat
License assigned to it, or there is a MaxAgent Session License
installed in the MAXCS system.

6MaxAgent Manual
Installing MaxAgent on a Client System
When the above items are done, follow these steps on the client machine:
1. Exit all Windows applications.
2. Insert the MAXCS 6.5 Update1 Clients CD into the CD ROM drive.
3. Open the MaxAgent folder, and run the Setup program in that folder,
following the step-by-step installation instructions as they appear on
the screen.
Alternatively, if your system administrator has loaded MaxAgent on a
shared network server, you can copy the files in the MaxAgent folder to
your desktop PC, and run the MaxAgent Setup program.
Uninstalling MaxAgent
1. From the Windows Start menu, select Control Panel > Add/Remove
Programs > MaxAgent 6.5 Update1.
2. Click Remove, and respond to any additional prompts.
Automatic Upgrade
Each time you start up MaxAgent, a comparison is made with the version
of MAXCS ACC/ACM that is running on the server. If updates were made
on the server, and your version of MaxAgent is out-of-date, you are
prompted for upgrade permission. 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
is required to be open to allow automatic upgrade. Also, automatic
upgrade over the Internet requires the sending of 15 MB files over
the WAN, so it may take some time to perform the automatic
update.
Downgrade Procedure
1. Go to Control Panel > Add/Remove Programs and remove the
MaxAgent6.5 Update1 program andALL OTHER 6.5 Update1 client

MaxAgent Manual 7
Installation
applications (such as MaxCommunicator, MaxSupervisor,
MaxOutlook, AltiConsole and CDR Search).
2. Reboot your system.
3. Install the earlier MaxAgent software, as appropriate.

8MaxAgent Manual

MaxAgent Manual 9
Getting Started
C HAPTER 3
Getting Started
Start MaxAgent from the Microsoft Windows Start menu, by choosing
Start > All Programs > MaxAgent > MaxAgent
Note: For users running Windows XPSP2, a firewall protection Security
Alert may pop up when opening the login window. If this happens,
click Yes to allow MaxAgent to run.
If you are connecting to the Internet through a modem connection, before
you log in, establish a session connection from your PC to your local
Internet service provider. If you’re using a low-speed connection, the login
may take some time, since a large amount of data is transferred to your
desktop.
Logging In
1. If this is your first login to this MAX Communication Server ACC/
ACM system, 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.

10 MaxAgent Manual
(Subsequently, when you log in, you’ll see the IP address in the Server
Name field. You may use the drop-down list to select a different
server, if more than one server is available.)
2. Enter your Extension number and Password assigned to your phone.
If you want to store your login password and have it entered
automatically the next time you log in to MaxAgent, check the Always
save password check box.
Note: Up to eight unsuccessful login attempts are allowed, after
which login will be disabled for from 1to 24 hours (depending
on the duration set by your system administrator).
3. If your extension is an IP extension and you will be using a headset,
check the Enable IPTalk softphone check box. (An AltiGen IPTalk
license must be assigned to your extension.)
(Even if you do not have an IP phone, as long as your extension is set
up as an IP extension by your system administrator, you can check the
Enable IPTalk softphone check box.)
See “Logging In Remotely” on page 11 for more information on using
IP extensions remotely.
4. If you will be using MaxCall, check the Enable MaxCall check box.
(Your extension must be assigned to a MaxCall license.)
5. Click Sign In or press the Enter key. (To back out of signing in, click
Cancel or press the Esc key.) The WGLogin dialog box appears:
6. Select the workgroup orworkgroups youwant to log in to. Youcan log
in to eight workgroups simultaneously.

MaxAgent Manual 11
Getting Started
7. If the system 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.
Version Mismatch Dialog Box
If your version of MaxAgent doesn’t match the version of MAX
Communication Server on the system server, you are prompted for upgrade
permission when you try to log in. If you allow upgrade at this time, the
MaxAgent startup is terminated and a software upgrade session is started.
When the upgrade is completed, restart MaxAgent to run the newer
version. (See “Automatic Upgrade” on page 6 for more details.)
Logging In Remotely
You can use MaxAgent from a remote location if
• MaxAgent is installed on your remote computer
• Your extension is configured as an IP or mobile extension by your
system administrator
• You have an AltiGen-certified IP phone or are using IPTalk
Consult your system administrator or authorized AltiGen dealer for details
on obtaining this equipment.
All the call handling functions are the same as when you log in locally, with
the exception of the ability to configure One Number Access. You can pick
up voicemail, forwardlocal business office phone callsto another site such
as a home desktop PC, and even receive phone calls as you would at the
office.
To log in from a remote location
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. If you will be using a headset plugged into your PC, check the Enable
IPTalk softphone check box. If you will be using MaxCall, check the
Enable MaxCall check box.
4. Click OK.

12 MaxAgent Manual
IP Extensions Using IP Talk
To use IPTalk, you need an AltiGen-certified USB headset system (your
phone system administrator or AltiGen dealer can recommend headsets).
Important: You can run only one instance of MaxAgent with IPTalk per
system.
To make and receive calls using IPTalk
1. Connect your headset to your PC.
2. Use the MaxAgent dialing and call accepting functions as usual to
make and receive calls.
When Connection Is Broken
When a connection withthe phone server is broken, a message boxpops up
asking if you want to connect again. Clicking Yes will restore the
connection without you having to go through the log-in process again.
Overview of the Main Window
Once you log in to MaxAgent, the main window appears. This window
provides tools to manage and monitor calls, and is your window into your
workgroup environment.
You can customize the MaxAgent display: select the theme; the toolbar
buttons, tabs, and columns you need and their order of appearance; the sort
order; and so on. See “Customizing the Display” on page 22.

MaxAgent Manual 13
Getting Started
If you checked Enable IPTalk when you logged in, the rightside ofthe toolbar looks
a little different:
Click the Down arrow to access the Mute button, the Volume button, and the
Arrange Window button that lets you shrink the window.
Status Bar
From the status bar you can do the following:
• Change your activity state from the drop-down list (see “Changing Activity
Status and Recording Activity Greetings” on page 18).
• If you have configured Call Handling to forward all calls, see the target
destination, for example, .
Call control tool bar
See call Information here Configure
Set your activity state Status bar
Tabbed pages
Shrink window
Dialer box

14 MaxAgent Manual
• See when a call is in wrap-up mode (you have transferred it, sent it to
voice mail, or hung up): :
• Toggle between Ready and Not Ready .
• See the number of unopened voice mails .
• Turn Do Not Disturb (DND) on and off (see “Turning Do
Not Disturb On and Off” on page 19).
• If you’re using IPTalk, you can mute the call (using the Mute toggle
button) and control the volume using the volume control.
• Shrink MaxAgent to a single tool bar and restore it to normal size by
selecting from the drop-down menu .
• Configure MaxAgent (see “Configuring Your MaxAgent” on
page 59).
• Open help .
Toolbar Buttons
Toolbarbuttonsprovidesingle-clickfunctionstoconnect,hangup,transfer,
send to voicemail, hold, conference, send calls to AA (auto attendant),
flash, record, redial, intercom, and enter account code. The Login button
lets you log in to other workgroups or log out of a workgroup.
You can choose the buttons you want and the order in which you want
them. See “Customizing the Display” on page 22.
The Dialer field and Dial button are also in the toolbar. Click the Dial
button to pop up the dial pad.
Mute button (toggle) Volume control