Altigen MaxACD Administrator manuals

Altigen MaxACD Administrator User Manual (32 pages)

Brand: Altigen | Category: Software | Size: 0.62 MB |

English

Table of contents

MaxInSight™

1

WARNING!

2

TRADEMARKS

2

Contents

3

Overview and Installation

5

Pre-Installation Checklist

6

Uninstalling MaxInSight

6

The MaxInSight Main Window

8

Arranging the Display

10

Changing the Skin

11

8 MaxInSight Manual

12

Getting Started

13

10 MaxInSight Manual

14

Configuring Data Displays

15

Display” on page 11

18

Gauge View

19

Time Line View

20

MaxInSight Manual 17

21

18 MaxInSight Manual

22

MaxInSight Manual 19

23

20 MaxInSight Manual

24

MaxInSight Manual 21

25

(No calls were abandoned.)

25

Configuring Alerts

26

List of Fields

29

26 MaxInSight Manual

30

Altigen MaxACD Administrator User Manual (32 pages)

Brand: Altigen | Category: Software | Size: 0.58 MB |

English

Table of contents

VRManager

1

WARNING!

2

TRADEMARKS

2

Contents

3

VRManager Manual ii

4

Installing VRManager

5

Installing VRManager Service

6

VRManager Manual 3

7

Setting Access Privileges

8

Using VRManager Admin

9

User Page

10

Editing a User

11

Changing the Admin Password

12

Pooling Page

13

Storage Page

14

VRManager Manual 11

15

12 VRManager Manual

16

Log Page

17

MaxACD Page

18

Adding Servers

19

16 VRManager Manual

20

Using VRManager Client

21

VRM Client Main Window

22

Menu Bar

22

Quick Access Toolbar

23

File Menu

23

Export to File

24

Change Password

24

Edit Menu

25

Playing Voice Records

26

Displaying Columns

26

VRManager Manual 23

27

Report Menu

28

VRManager Manual 25

29

26 VRManager Manual

30

Altigen MaxACD Administrator User Manual (46 pages)

Brand: Altigen | Category: Software | Size: 2.29 MB |

English

Table of contents

MaxACD for Lync

1

Release 6.5.8

1

Contents

2

Introduction

3

Requirements

6

MaxReports Requirements

7

Architecture

8

Installation

9

Step 2: Preparation

10

Configure the Lync Addresses

26

Assign HMCP Resources

28

Configuration

32

Troubleshooting

45

Performance

46

Altigen MaxACD Administrator User Manual (40 pages)

Brand: Altigen | Category: Software | Size: 0.77 MB |

English

Table of contents

MaxAgent™

1

WARNING!

2

TRADEMARKS

2

Contents

3

CHAPTER 4

4

CHAPTER 5

4

About MaxAgent for Lync

5

2 MaxAgent for Lync Manual

6

Installation

7

Automatic Upgrade

8

Getting Started

9

Overview of the Main Window

11

MaxAgent Panel

12

Status Bar

12

Toolbar Buttons

13

Workgroup Status Panel

13

Call Information Panel

14

Tabbed Pages

14

Setting Availability

15

Searching in Tabbed Windows

16

Customizing the Display

16

Showing or Hiding Tabs

17

Showing or Hiding Columns

17

Docking the Tabbed Pages

19

Using MaxAgent

21

Placing Calls on Hold

22

Transferring Calls

23

Making Conference Calls

24

Recording Calls

24

Using Account Codes

25

Saving or Exporting Messages

28

Attaching Notes to Messages

28

Viewing the Monitor List

29

Viewing the Call History

30

Viewing Workgroup Performance

31

Viewing Queues

32

Configuring MaxAgent

33

Setting Alert Preferences

35

Logging Errors

37

34 MaxAgent for Lync Manual

38

36 MaxAgent for Lync Manual

40

Altigen MaxACD Administrator User Manual (237 pages)

Brand: Altigen | Category: Software | Size: 3.00 MB |

English

Table of contents

MaxACD Administrator

1

Contents

3

About This Manual

11

2 MaxACD Administrator Manual

12

Overview

13

Chapter 1: Overview

14

Auto Attendant (AA) Features

16

Voice Mail Features

17

Exchange Integration Features

18

Administration Features

18

Voice over IP Features

19

Capacities

20

MaxACD Licenses

21

Additional Licenses

22

Logging In and Out

23

Changing the Password

23

The Main Menu

24

Quick Access Toolbar

25

The View Windows

26

Extension View Window

27

Call Log View Window

28

Workgroup View Window

28

Setting the Refresh Interval

30

Configuring the MaxACD System

33

Setting a System Number Plan

36

Parameter Description

41

Creating a Holiday Profile

43

Creating Account Codes

45

Setting up Call Reports

46

Country-Relevant Settings

48

Setting Toll Call Prefixes

49

Setting Emergency Numbers

49

• Music on hold

50

Media Server Management

53

Setting Parameters

54

HMCP Configuration Tool

55

VoiceMail Configuration

57

Creating Distribution Lists

60

Auto Attendant Configuration

63

Adding Auto Attendants

64

Configuring Auto Attendants

65

Configuring Menu Items

66

Collecting Digits

68

Phrase Management

69

Multilingual Configuration

71

. Lang_X stores

72

• Lang_Mexico

72

• LangCustom_Mexico

72

Configuring the Extension

74

Which Language Will Be Used?

76

Call Recording Configuration

77

Application Extension Setup

81

Application Failover Plan

82

Application Information

82

Readying the Application

82

Component Configuration

83

Trunk Configuration

89

Figure 55. Trunk View window

90

SIP Tie Trunk Properties

93

SIP Trunk Properties

94

Configuring a SIP Trunk

95

Creating a SIP Trunk Profile

96

Incoming Call Routing

97

Outgoing Call Blocking

98

In Call Routing Configuration

99

Configuring Caller ID Routing

100

DNIS Routing

101

Configuring DNIS Routing

103

Configuring Out Call Routing

105

Warning!

106

Creating a Route

107

Setting Default Routes

108

Working on Dialing Patterns

108

Extension Configuration

111

Setting up Extensions

112

Account Code

114

IP Extension Configuration

114

Lync Agent

114

Setting Wrap-up Time

116

Setting Inter Call Delay

116

Setting Mailbox Options

117

Disabling a Mailbox

118

SMTP/POP3 Setting

118

Mail Forwarding Options

119

Press Zero Option

119

Setting Mailbox Capacities

119

Emergency Notification

121

Setting Notification Timing

122

Enabling Message Notification

123

• No Restrictions on Outcalls

124

Setting Answering Options

125

Forwarding All Calls

126

Setting Up Monitor Lists

127

Configuring a Monitor List

128

To remove members

129

2. Click Remove

129

Routing Unassigned Extensions

131

• Only digits are allowed

132

• Tel:+14085551212;ext=504

133

• Tel:504

133

Deleting a Route

134

Line Park Configuration

135

Setting Up a Line Park Group

136

Deleting a Line Park Group

138

Workgroup Configuration

139

Agent’s Phone Operation

140

Supervisor’s Phone Operation

140

Apply to Button

142

Setting Up Workgroups

143

Setting Call Restrictions

144

Service Level Threshold

144

Workgroup Recording Options

145

Setting Business Hours

148

Skill-Based Rule Example 1

152

Skill-Based Rule Example 2

153

Setting E-mail Options

154

Voice Mail Access Option

155

Setting Call Handling Options

158

Handling Busy Calls

159

Handling Unanswered Calls

160

Announce Agent Info

162

Queue Management - Basic

163

Setting Queue Phrase Options

164

Queue Announcement

164

Expected Wait Time Sampling

165

Queue Overflow Forwarding

165

Quit Queue Option

165

Queue Management - Advanced

166

Announcement

167

Menu Selection

167

Queue Overflow

168

Agent Activity Configuration

170

Lync Presence Mapping

171

Opening Enterprise Manager

174

Setting VoIP Codec Profiles

176

Apply. The Default

177

SIP Early Media

178

Defining the IP Dialing Table

180

Configuring Departments

182

Redundancy Configuration

185

Switchover Considerations

186

Requirements

187

Configuring Redundancy

187

General Maintenance

193

Manually Switching Servers

194

Rebooting Servers

194

Redundancy Limitations

195

System Report Management

197

Using SNMP

199

List of Traps Sent

201

When You Install MaxACD

203

Testing for Synchronization

208

To gather trace files

209

Tools and Applications

211

Backing Up Files

212

Scheduling Backups

212

Restoring Backed up Files

213

Checking Extension Security

215

Trace Collector

216

Voice File Converter

219

Read Config

220

Configuring Phrases

223

• MaxACD server address

224

• Manager Extension

224

Creating New Phrases

225

Playing Phrases

225

Editing Phrases

226

Deleting Phrases

226

Re-recording Phrases

226

Network Ports

229

X2 = BasePort + 512 x 2

230

X(n)=BasePort + 512 x n

230

Technical Support

231

Appendix B: Technical Support

232

Altigen MaxACD Administrator User Manual (13 pages)

Brand: Altigen | Category: Software | Size: 0.76 MB |

English

Table of contents

Application Notes:

1

MaxACD Connector

1

For Salesforce

1

Contents

2

Introduction

3

AA Configuration Example

6

Testing the MaxACD Connector

12

Troubleshooting

13

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