Altigen MaxCommunicator User manual

MaxCommunicator™
Manual
MAX Communication Server
Release 6.0
6/2008 4503-0001-6.0

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.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [email protected]
Web site: www.altigen.com
TRADEMARKS
MAX Communication Server, MaxAdministrator, MaxCommunicator,
Enterprise Manager, AltiServ, AltiLink, AltiConsole, VRPlayer,
Zoomerang, IPTalk, Alti-Mobile Extension, 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. 2008. All rights reserved.
Part Number 4503-0001-6.0

MaxCommunicator Manual iii
Contents
Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii
CHAPTER 1
About MaxCommunicator . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
New in Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . 2
ACT!/GoldMine® Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
CHAPTER 2
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing MaxCommunicator on a Client System . . . . . . . . . . . . . . 3
Uninstalling MaxCommunicator . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
CHAPTER 3
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Version Mismatch Dialog Box. . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
IP Extensions Using IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
When Connection Is Broken . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Overview of the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Click a Number to Make a Call . . . . . . . . . . . . . . . . . . . . . . . . . 10
Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Toolbar Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Call Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Tabbed Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

iv MaxCommunicator Manual
Changing Activity Status and Recording Activity Greetings . . . . 14
Turning Do Not Disturb On and Off . . . . . . . . . . . . . . . . . . . . . . . 15
Minimizing, Shrinking, and Exiting MaxCommunicator . . . . . . . 15
Using the Windows Tray Phone Icon . . . . . . . . . . . . . . . . . . . . . . 16
Searching in the Tabbed Windows . . . . . . . . . . . . . . . . . . . . . . . . 16
Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
CHAPTER 4
Handling Calls with MaxCommunicator . . . . . . . . . . . . . . .21
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Dialing Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Using Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Station Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Working in the MeetMe Conference Window. . . . . . . . . . . . . . 31
Creating a Meeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . 36
Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . . 37
What the MeetMe Conference Host Can Do . . . . . . . . . . . . . . . 37
Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . 37
Joining a MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Dealing with Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Saving Remotely or Locally. . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Deleting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Returning a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Attaching a Note. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

MaxCommunicator Manual v
Working with Voice Mail Groups (Distribution Lists) . . . . . . . 43
Monitoring the Activity of Other Extensions . . . . . . . . . . . . . . . . 43
Choosing Extensions to Monitor . . . . . . . . . . . . . . . . . . . . . . . . 43
Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Calling or Picking Up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Using the Contacts Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
CHAPTER 5
Configuring Your MaxCommunicator . . . . . . . . . . . . . . . . .49
General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Other General Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Before You Set Up ONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Setting Up One Number Access. . . . . . . . . . . . . . . . . . . . . . . . . 54
Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Call Alert Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
CRM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Tab Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Theme Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Appendix A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
Errors and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Troubleshooting IP Connectivity from a Remote Location . . . . 66
Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67

vi MaxCommunicator Manual

MaxCommunicator Manual vii
Warranty
What The Warranty Covers
AltiGen Communications warrants its hardware products to be free from defects in material
and workmanship during the warranty period. If a product proves to be defective in material
or workmanship during the warranty period, AltiGen Communications will, at its sole option,
repair, refund or replace the product with a like product.
How Long the Warranty Is Effective
All AltiGen Communications products are warranted for one year for all parts from the date
of the first end user purchase.
Whom the Warranty Protects
This warranty is valid only for the first end user purchaser.
What the Warranty Does Not Cover
1. Any product on which the serial number has been defaced, modified or removed.
2. Damage, deterioration or malfunction resulting from:
a) Accident, misuse, neglect, fire, water, lightning, or other acts of nature,
unauthorized product modification, or failure to follow instructions supplied with
the product.
b) Repair or attempted repair by anyone not authorized by AltiGen Communications.
c) Any damage of the product due to shipment.
d) Removal or installation of the product.
e) Causes external to the product, such as electric power fluctuations or failure.
f) Use of supplies or parts not meeting AltiGen Communications’ specifications.
g) Normal wear and tear.
h) Any other cause which does not relate to a product defect.
3. Shipping, installation, set-up and removal service charges.
How to Obtain Service
End user customers should contact your Authorized AltiGen Dealer for service.
Authorized AltiGen Dealers must follow the steps below for service:

viii MaxCommunicator Manual
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen
Communications, Inc.
All materials beingreturned to AltiGenmusthave an associatedRMA number.RMA numbers
are issued by AltiGen Technical Support and can be obtained by calling 1-888-258-4436 or
faxing an RMA form to 510-252-9738, attention Technical Support. AltiGen reserves the right
to refuse return of any material that does not have an RMA number. The RMA number should
be clearly marked on the outside of the box in which the material is being returned. For
example:
Attn.: RMA #123
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont CA 94538
Upon authorization of return, AltiGen will decide whether the malfunctioning product
will be repaired or replaced.
2. To obtain warranty service, you will be required to provide:
a) the date and proof of purchase
b) serial number of the product
c) your name and company name
d) your shipping address
e) a description of the problem.
3. For additional information contact your AltiGen Dealer or AltiGen Communications, Inc.
Effect of State Law
This warranty gives you specific legal rights, and you may also have other rights which vary
from state to state. Some states do not allow limitations on implied warranties and/or do not
allow the exclusion of incidental or consequential damages, so the above limitations and
exclusions may not apply to you.
Sales Outside the U.S.A.
For AltiGen Communications products sold outside of the U.S.A., contact your AltiGen
Communications dealer for warranty information and services.

MaxCommunicator Manual 1
Installation
C HAPTER 1
About MaxCommunicator
MaxCommunicator is call management software for the general desktop
PC user, replacing AltiGen’s AltiView. It runs with the MAX
Communication Server ACC or ACM 6.0 or later systems.
MaxCommunicator users can access, configure, and perform several ofthe
system’s PBX functions directly from the desktop, including call handling,
call forwarding,voice messaging,extension monitoring, conferencing, and
One Number Access.
In addition, MaxCommunicator integrates with Microsoft Outlook and
OutlookExpress,ACT!, and GoldMine® forcallerscreenpopsanddialing
out from these applications.
New in Release 6.0
• A Microsoft .NET-based graphical user interface, giving the ability to:
• Drag and drop calls to transfer or conference
• Customize the command button bar and tabbed pages
• Open tabbed pages as separate windows
• Rearrange columns
• Use the keyboard arrow and tab buttons to move from option to
option, as well as selecting by a click
• Drag and dock parts of MaxCommunicator
• Microsoft Office Communications Server (OCS) integration
• E.164 support for call history and return calls
• E.164 number support when dialing from Outlook
• A department field is displayed in the Directory and Monitor tabs

2MaxCommunicator Manual
MicrosoftOutlookandOutlookExpressSupport
MaxCommunicator 6.0 supports Microsoft Outlook 2003 and 2007, and
Outlook Express 5.0, allowing you to obtain phone numbers to dial from a
Microsoft Contact list. MaxCommunicator 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
MaxCommunicator 6.0 supports ACT! 2005, 2006, 2007, and 2008 and
GoldMine® 6.0, 6.5, and 6.7 contact management software, allowing you
to obtain phone numbers to dial from the ACT! or GoldMine® contact
database list. MaxCommunicator also lets you see the matching record
from the contact database list of the incoming calls.
Licensing
The following AltiGen licenses are required:
• MaxCommunicator requires a MaxCommunicator seat license for
each user.
• The IPTalk feature requires an IPTalk license for each user.
• ACT! and GoldMine integration require an Integration Connector
license for each user.
A system administrator can verify the licenses in MaxAdministrator by
selecting License > Client License Management from the main menu.

MaxCommunicator Manual 3
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
• 1 GB available hard drive disk space
• 512 MB RAM
• 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 6.0 or MAX Communication
Server ACM 6.0 running on a server accessible to this client.
Pre-Installation Checklist
Before installing MaxCommunicator, make sure the following is done:
• MAX Communication Server ACC 6.0 or MAX Communication
Server ACM 6.0 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 MaxCommunicator has local administrator
rights on the client PC.
• The client PC has a MaxCommunicator Seat License assigned to it.
InstallingMaxCommunicatoronaClientSystem
When the above items are done, follow these steps on the client machine:

4MaxCommunicator Manual
1. Exit all Windows applications.
2. Insert the MAX Communication Server 6.0 Clients CD into the CD
ROM drive.
3. Open the MaxCommunicator 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 MaxCommunicator
on a shared network server, you can copy the files in the
MaxCommunicator folder to your desktop PC, and run the
MaxCommunicator Setup program.
Uninstalling MaxCommunicator
1. From the Windows Start menu, select Control Panel > Add/Remove
Programs > MaxCommunicator to uninstall MaxCommunicator.
2. Click Remove, and respond to any additional prompts.
Automatic Upgrade
Each time you start up MaxCommunicator, a comparison is made with the
version of MAX Communication Server ACC/ACM that is running on the
server. If updates were made on the server, and your version of
MaxCommunicator is out-of-date, you are prompted for upgrade
permission.Ifyou automaticallyupgrade,theMaxCommunicatorstartupis
terminated and a software upgrade session is started. Restart
MaxCommunicator to run the newer version.
Note: For remote MaxCommunicator users outside the firewall, TCP
port 10050 is required to be open to allow automatic upgrade.
Automatic upgradeoverthe Internetrequires thesending of 15MB
files over the WAN, which may take some time, to perform the
automatic update.
Downgrade Procedure
1. Go to Control Panel > Add/Remove Programs and remove the
MaxCommunicator 6.0 program and ALL OTHER 6.0 client

MaxCommunicator Manual 5
Installation
applications (including AltiAgent, AltiSupervisor, AltiConsole and
CDR Search).
2. Reboot your system.
3. Install the earlier software.

6MaxCommunicator Manual

MaxCommunicator Manual 7
Getting Started
C HAPTER 3
Getting Started
Start MaxCommunicator from the Microsoft Windows Start menu, by
choosing Start > All Programs > MaxCommunicator.
Note: For users running Windows XP SP2, a firewall protection Security
Alert may pop up when opening the login window. If this happens,
click Yes to allow MaxCommunicator 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 system administrator.

8MaxCommunicator 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 MaxCommunicator, 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 option. (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 8 for more information on using
IP extensions remotely.
4. Click Sign In or press the Enter key. To back out of signing in, click
Cancel or press the Esc key.
Version Mismatch Dialog Box
If your version of MaxCommunicator 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
MaxCommunicator startup is terminated and a software upgrade session is
started. Restart MaxCommunicator to run the newer version. (See
“Automatic Upgrade” on page 4 for more details.)
Logging In Remotely
You can use MaxCommunicator from a remote location if
• MaxCommunicator 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

MaxCommunicator Manual 9
Getting Started
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 calls toanother 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. (An AltiGen IPTalk license must be
assigned to your extension.)
4. Click OK.
IP Extensions Using 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 MaxCommunicator with
IPTalk per system.
To make and receive calls using IPTalk
1. Connect your headset to your PC.
2. Use the MaxCommunicator dialing and call accepting functions as
usual to make and receive calls.
When Connection Is Broken
When a connection with the phone server is broken, a message box pops up
asking if you want to connect again. Click Yes to restore the connection
without having to go through the log-in process again.

10 MaxCommunicator Manual
Overview of the Main Window
Onceyou logintoMaxCommunicator,themainwindowappears,providing
tools to manage and monitor calls, and to facilitate management of your
personal contacts.
You can customize the MaxCommunicator 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 17.
Click a Number to Make a Call
All phone numbers become underlined when you pass the cursor over them.
Click an underlined number to make a call to that number.
Right-click a call to see a context menu.
Call control tool bar
Call Information panel Configuration button
Your activity state Status bar
Tabbed pages
Shrink window
Dialer box

MaxCommunicator Manual 11
Getting Started
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 14).
• 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 15).
• If you’re using IPTalk, you can mute the call (using the Mute toggle
button) and control the volume using the volume control
• Shrink MaxCommunicator to a single tool bar and restore it to normal
size by selecting from the drop-down menu .
• Configure MaxCommunicator (see “Configuring Your
MaxCommunicator” on page 49).
• Open help .
Toolbar Buttons
Toolbar buttons provide single-click functions to connect, hangup,
transfer, send to voicemail, hold, unhold, conference, send calls to AA
(auto attendant), flash, record, redial, intercom, and enter account code.
You can choose the buttons you want and the order in which you want
them. See “Customizing the Display” on page 17.
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

12 MaxCommunicator Manual
Call Information Panel
The call information panel displays several columns of information about
calls:
Record— shows when a call is being recorded
State—the state of the currently active call:
•AA—the call is being transferred to an auto attendant
•Busy—callee is busy or not available
•Call Pending—the call is placed into a workgroup queue
•Conference—the call is in conference
•Connect—the call is connected
•Dial Tone—a dial tone is present, and MaxCommunicator is ready to
dial out
•Error—receipt of an error tone
•Hold—the call is on hold
•Hold Pending— the call is being transferred or conferenced
•Idle—the extension is not in use
•Play—playing voice mail
•Record—recording an introductory message
•Ringback—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
Click the x to
clear the dial
field or close
the dial pad.
Dialer field.
Dial
button
pops
up dial
pad.