Altigen MaxACD Administrator User Manual

MaxACD Administrator ManualMaxACD 6.5.8January 2013

viii MaxACD Administrator Manual

Chapter 13: In Call Routing Configuration90 MaxACD Administrator ManualFigure 63. In Call Routing window, Caller ID Routing tabAdding and Deleting Cal

DNIS RoutingMaxACD Administrator Manual 91Within each of these three time slots, you have the following routing options for incoming calls:• Route to

Chapter 13: In Call Routing Configuration92 MaxACD Administrator ManualFigure 64. In Call Routing window, DNIS Routing tabAdding and Deleting DNIS Rou

DNIS RoutingMaxACD Administrator Manual 93The number and name entries have the following requirements:• The DNIS Number must be the numbers 0 - 9 (the

Chapter 13: In Call Routing Configuration94 MaxACD Administrator Manual

MaxACD Administrator Manual 95CHAPTER14Out Call Routing ConfigurationThere are two ways to initiate outbound dialing: • Using the trunk access code –

Chapter 14: Out Call Routing Configuration96 MaxACD Administrator ManualNumber Plan tab to a route access code, you may need to set the Access Code in

Creating a RouteMaxACD Administrator Manual 97Figure 66. Out Call Routing Configuration, Route Definition tabCreating a Route 1. Click Add under the r

Chapter 14: Out Call Routing Configuration98 MaxACD Administrator Manual2. Type in a name and index number, and click OK.3. To add trunks to the route

Working on Dialing PatternsMaxACD Administrator Manual 991. Click the Dialing Pattern tab on the Out Call Routing Configuration window.Figure 69. Out

MaxACD Administrator Manual 1About This ManualThis manual shows administrators how to configure AltiGen’s MaxACD for Lync using the MaxACD Administra

Chapter 14: Out Call Routing Configuration100 MaxACD Administrator ManualIn other words, if extension and system call restrictions are not blocking a

MaxACD Administrator Manual 101CHAPTER15Extension ConfigurationThe Extension Configuration window provides for creating extensions and setting their a

Chapter 15: Extension Configuration102 MaxACD Administrator ManualClicking the Apply To button pops up a list of all extensions to which the change ca

Setting up ExtensionsMaxACD Administrator Manual 103Figure 72. General tab, top section• First Name and Last Name of the extension user, each with a m

Chapter 15: Extension Configuration104 MaxACD Administrator Manual• Language – Sets the language the extension user will hear for voice mail and syste

Configuring Group Options for an ExtensionMaxACD Administrator Manual 105Figure 74. Enable Lync Agent dialog box1. Enter the Lync Client user’s primar

Chapter 15: Extension Configuration106 MaxACD Administrator ManualFigure 75. Extension Configuration window, Group tabTo assign a group to the selecte

Setting Mailbox OptionsMaxACD Administrator Manual 107• Makes an internal or outbound call• Receives a direct inbound call • Accesses voice mailIt is

Chapter 15: Extension Configuration108 MaxACD Administrator ManualFigure 76. Extension Configuration, Mail Management tabSetting an Information-Only M

Setting Mailbox OptionsMaxACD Administrator Manual 109Mail Forwarding Options• Enable Mail Forwarding – Selected, the user’s e-mail will be forwarded

2 MaxACD Administrator Manual

Chapter 15: Extension Configuration110 MaxACD Administrator ManualThese options can be applied to multiple extensions using Apply to.Setting Message N

Setting Message Notification OptionsMaxACD Administrator Manual 111The system will start notification as soon as it enters non-business hours. Note: M

Chapter 15: Extension Configuration112 MaxACD Administrator ManualWhere Security Alerts Are LoggedSecurity alerts are logged to ...\AltiServ\Log\Secur

Configuring Calling RestrictionsMaxACD Administrator Manual 113• Seconds after Dialing – If the carrier of the outside phone number cannot provide an

Chapter 15: Extension Configuration114 MaxACD Administrator ManualFigure 78. Extension Configuration, Restriction tabNote: You can use “Apply to” to a

Setting Answering OptionsMaxACD Administrator Manual 115Figure 79. Call Restriction Rules• Allow Calls to be Transferred or Conferenced to an Outside

Chapter 15: Extension Configuration116 MaxACD Administrator ManualFigure 80. Extension Configuration, Answering tab• Maximum Rings before WG Agent RNA

Setting Up Monitor ListsMaxACD Administrator Manual 117If you choose Outside Number, select a trunk or route access code to use in the small list on t

Chapter 15: Extension Configuration118 MaxACD Administrator ManualRestrictions and Defaults• If you place an extension in a Monitor List, that extensi

Setting Up Monitor ListsMaxACD Administrator Manual 119To remove members,1. Select the extensions in the Monitor List.2. Click Remove.Other Options De

MaxACD Administrator Manual 3CHAPTER1OverviewMaxACD for Lync is AltiGen’s system software that supports AltiGen’s MaxAgent for Lync.MaxAgent for Lync

Chapter 15: Extension Configuration120 MaxACD Administrator Manual

MaxACD Administrator Manual 121CHAPTER16Routing Unassigned ExtensionsYou can configure MaxACD to route a call to an unassigned extension to• Another e

Chapter 16: Routing Unassigned Extensions122 MaxACD Administrator Manualappears in the To field also. If you’re specifying a single extension, click O

Routing Unassigned Extensions to Lync ServerMaxACD Administrator Manual 123Figure 84. Out Call Routing dialog boxRouting Unassigned Extensions to Lync

Chapter 16: Routing Unassigned Extensions124 MaxACD Administrator ManualDeleting a RouteTo delete a route, select it and click the Delete button.

MaxACD Administrator Manual 125CHAPTER17Line Park ConfigurationThe Line Park feature is a kind of call park method. Line Park IDs can be grouped as a

Chapter 17: Line Park Configuration126 MaxACD Administrator ManualFigure 85. Line Park Configuration windowSetting Up a Line Park Group1. In the Line

Line Park ConfigurationMaxACD Administrator Manual 127Figure 87. Configuring a Line Park group’s member extensions5. Select members for this Line Park

Chapter 17: Line Park Configuration128 MaxACD Administrator Manual• Allow #51 to pick up – when this check box is checked, it allows a user to pick up

MaxACD Administrator Manual 129CHAPTER18Workgroup ConfigurationMaxACD for Lync allows up to 64 workgroups to be configured.When adding members to a wo

Chapter 1: Overview4 MaxACD Administrator ManualBusy or Ring No Answer Call Handling – Sends calls to voice mail, another extension, or AA if the call

Chapter 18: Workgroup Configuration130 MaxACD Administrator Manual• Record inbound and outbound workgroup calls• Allow supervisor to redirect call• Al

Creating and Configuring WorkgroupsMaxACD Administrator Manual 131Activity Logging and Reporting• Workgroup and agent activity logging• Detail and sum

Chapter 18: Workgroup Configuration132 MaxACD Administrator ManualFigure 88. Workgroup Configuration window, General tabOverview of Workgroup Configur

Setting Up WorkgroupsMaxACD Administrator Manual 133The Apply to button is disabled unless there is a change that can be applied to multiple workgroup

Chapter 18: Workgroup Configuration134 MaxACD Administrator ManualSetting Call RestrictionsThe call restriction rules on the General tab apply to user

Setting Up WorkgroupsMaxACD Administrator Manual 135In the Method Options section, select one of the following:• TSL (Total Call Service Level) – The

Chapter 18: Workgroup Configuration136 MaxACD Administrator ManualFigure 91. Agent Recording Management dialog boxFor each agent you can change the op

Establishing Workgroup MembershipMaxACD Administrator Manual 137Establishing Workgroup MembershipAdd agent extensions to a workgroup on the Group Memb

Chapter 18: Workgroup Configuration138 MaxACD Administrator ManualFigure 93. Skill Level dialog box5. Click the desired Skill Level number.Agents who

Setting Business HoursMaxACD Administrator Manual 139Figure 94. Workgroup Configuration, Business Hours tabSet the business schedule parameters as fol

Automatic Call Distribution FeaturesMaxACD Administrator Manual 5Agent Auto Logout When RNA – When a workgroup call rings an agent and is not answered

Chapter 18: Workgroup Configuration140 MaxACD Administrator ManualSetting Up Skill Based RoutingIf you want to set up skill-based routing, you can mor

Setting Up Skill Based RoutingMaxACD Administrator Manual 141You can set rules on the Skill Based Routing tab to allow all calls coming into a workgro

Chapter 18: Workgroup Configuration142 MaxACD Administrator Manualfor this type of call. For example, you can set a regular call's SKLR to 1 and

Setting Workgroup Mail ManagementMaxACD Administrator Manual 143Skill-Based Rule Example 2Example 2: Coverage rule is Equal or Higher and Enable SKLR

Chapter 18: Workgroup Configuration144 MaxACD Administrator ManualFigure 99. Workgroup Configuration, Mail Management tabNote: You can use “Apply to”

Setting Message Notification OptionsMaxACD Administrator Manual 145Setting Mailbox Playback OptionsYou can use the following check boxes to turn on or

Chapter 18: Workgroup Configuration146 MaxACD Administrator ManualFigure 100. Workgroup Configuration, Notification tabIndividual users can also confi

Setting Message Notification OptionsMaxACD Administrator Manual 147Setting the Type of NotificationThere are four options for sending the notification

Chapter 18: Workgroup Configuration148 MaxACD Administrator Manual• Seconds after Dialing – If the pager carrier cannot provide an answer supervision

Setting Call Handling OptionsMaxACD Administrator Manual 149Figure 101. Workgroup Configuration, Call Handling tabHandling Busy CallsYou have several

Chapter 1: Overview6 MaxACD Administrator ManualSupervisor Coach (Whisper) – Allows a workgroup supervisor talk to a workgroup agent without the other

Chapter 18: Workgroup Configuration150 MaxACD Administrator Manual• To an Extension – Select an extension number in the list. • To AA – Select the AA

Setting Call Handling OptionsMaxACD Administrator Manual 151Number of Rings Before HandlingIf you select Ring All Available Members in the Intra Group

Chapter 18: Workgroup Configuration152 MaxACD Administrator Manual• Total Calls Handled = Total number of WG calls (Inbound + Outbound) handled by the

Queue Management - BasicMaxACD Administrator Manual 153The first box is the weight for agent skill in a workgroup. The second box is the weight for pr

Chapter 18: Workgroup Configuration154 MaxACD Administrator ManualFigure 103. Workgroup Configuration, Queue Management tab, Basic Queue ControlWhen B

Queue Management - BasicMaxACD Administrator Manual 155Expected Wait Time SamplingTo calculate Expected Queue Time, the system needs to take samples w

Chapter 18: Workgroup Configuration156 MaxACD Administrator Manual• App Ext – When used in conjunction with a third-party notification application, th

Queue Management - AdvancedMaxACD Administrator Manual 157AnnouncementThe Announcement tab allows for configuration of queue announcements.Figure 105.

Chapter 18: Workgroup Configuration158 MaxACD Administrator ManualFigure 106. Workgroup Configuration, Advanced Queue Management, Menu Selection tabTo

Application Extension Queue ControlMaxACD Administrator Manual 159Figure 107. Workgroup Configuration, Advanced Queue Management, Queue Overflow tab•

Voice Mail FeaturesMaxACD Administrator Manual 7Set Call Priority – Allows the administrator to assign a priority level to an AA menu.Set Skill Level

Chapter 18: Workgroup Configuration160 MaxACD Administrator ManualFigure 108. Workgroup, Queue Management, Application Extension Queue ControlAgent Ac

Agent Activity ConfigurationMaxACD Administrator Manual 161Figure 109. Agent Logout Reason Configuration tabTo require logout reasons, check the Logou

Chapter 18: Workgroup Configuration162 MaxACD Administrator Manual

MaxACD Administrator Manual 163CHAPTER19Enterprise VoIP Network ManagementThe VoIP-related aspects of a system are configured in Enterprise Manager, a

Chapter 19: Enterprise VoIP Network Management164 MaxACD Administrator ManualThe following table lists bandwidth requirements for various transmission

Overview of Enterprise ManagerMaxACD Administrator Manual 165 Overview of Enterprise Manager Figure 112. Enterprise Manager main windowAdmin@member se

Chapter 19: Enterprise VoIP Network Management166 MaxACD Administrator ManualClick a tab to view or configure settings on that tab. Information on a t

Setting VoIP Codec ProfilesMaxACD Administrator Manual 167 Figure 114. Enterprise Manager Codec buttonNamed codec profiles are listed on the left. To

Chapter 19: Enterprise VoIP Network Management168 MaxACD Administrator ManualCodec There are several options: • G.711 Mu-Law• Prefer G.723.1, support

Assigning Codec Profiles to IP AddressesMaxACD Administrator Manual 169Assigning Codec Profiles to IP AddressesYou can specify what codec profile to u

Chapter 1: Overview8 MaxACD Administrator ManualZoomerang – Allows users to listen to messages in the Voice Mail System, make a return call to a party

Chapter 19: Enterprise VoIP Network Management170 MaxACD Administrator ManualTo add IP addresses and address ranges and assign a codec, 1. Click the A

Defining the IP Dialing TableMaxACD Administrator Manual 171To add an entry to the IP Dialing Table, click Add. Figure 119. Enterprise Manager IP Dial

Chapter 19: Enterprise VoIP Network Management172 MaxACD Administrator ManualConfiguring DepartmentsDepartments can be defined in Enterprise Manager a

Configuring DepartmentsMaxACD Administrator Manual 1731. Click the Add button at the bottom of the Department panel. Figure 121. Add Department dialog

Chapter 19: Enterprise VoIP Network Management174 MaxACD Administrator Manual

MaxACD Administrator Manual 175CHAPTER20Redundancy ConfigurationMaxACD for Lync provides for system redundancy (a Redundancy license is required). The

Redundancy Configuration176 MaxACD Administrator ManualFigure 123. Redundancy model showing Softswitches on two different LANsFor scenario two, where

RequirementsMaxACD Administrator Manual 177RequirementsSome system components must be installed on separate servers. This section discusses Voice reco

Redundancy Configuration178 MaxACD Administrator Manual3. Enter the password (the default password is 22222).Figure 124. Redundancy Moderator dialog b

Configuring RedundancyMaxACD Administrator Manual 179Figure 125. Redundancy configuration dialog box4. Check the Enable Redundancy check box.5. Select

Voice over IP FeaturesMaxACD Administrator Manual 9Voice over IP FeaturesVoIP features include:Codec Profile – Multiple codec profiles with different

Redundancy Configuration180 MaxACD Administrator ManualFigure 126. HMCP Component configuration dialog box3. Jot down all of these settings or take a

Configuring RedundancyMaxACD Administrator Manual 181Figure 127. SIPSD and SIP Trunk dialog boxes7. Log into MaxACD on the secondary server and replic

Redundancy Configuration182 MaxACD Administrator Manual6. Under Voice Routing, choose the Route tab and configure the IP addresses of both the primary

General MaintenanceMaxACD Administrator Manual 1831. Open MaxAdministrator and choose Extension Configuration.2. On the Notification tab, select the e

Redundancy Configuration184 MaxACD Administrator ManualVoice Mail Server: Shows the connection status between the active system and the voice mail ser

General MaintenanceMaxACD Administrator Manual 185Redundancy LimitationsThe redundancy feature has the following limitations:• The Lync client will ha

Redundancy Configuration186 MaxACD Administrator Manual

MaxACD Administrator Manual 187CHAPTER21System Report ManagementMaxACD provides a System Summary report, an IP Cumulative Traffic Statistics report, a

Chapter 21: System Report Management188 MaxACD Administrator ManualThe system summary report shows the following information:• Extension Summary – Con

Using SNMPMaxACD Administrator Manual 189The difference between the Current Resource Statistics window and the IP Cumulative Traffic Statistics window

WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Current

Chapter 1: Overview10 MaxACD Administrator Manual• Real-time queue status • Real-time workgroup resource status• Daily operation results• Trends of da

Chapter 21: System Report Management190 MaxACD Administrator ManualFigure 133. Reports, SMMP Traps Configuration dialog boxConfigure the parameters:•

Using SNMPMaxACD Administrator Manual 191List of Traps SentA trap is sent when the following conditions are detected.• Cold Start (generic trap). When

Chapter 21: System Report Management192 MaxACD Administrator Manual• Excessive hard disk usage on Softswitch (specific trap). When hard disk usage of

MaxACD Administrator Manual 193CHAPTER22Microsoft Exchange IntegrationThis section provides step-by-step instructions for configuring Microsoft Exchan

Chapter 22: Microsoft Exchange Integration194 MaxACD Administrator Manual1. If you are installing now, log in to Windows with a user account that is a

Exchange Integration Configuration StepsMaxACD Administrator Manual 195 Figure 135. MaxACD Active Directory 5. Add the user created by the MaxACD inst

Chapter 22: Microsoft Exchange Integration196 MaxACD Administrator Manual Figure 136. Add Exchange Integration licenses2. In the Exchange Management C

Exchange Integration Configuration StepsMaxACD Administrator Manual 197Figure 138. Selecting Synchronize with Exchange in MaxACD4. Configure the names

Chapter 22: Microsoft Exchange Integration198 MaxACD Administrator ManualNote: Each user needs to access their mailbox once via Outlook before synchro

NotesMaxACD Administrator Manual 199To delete the profile for the service accountIf an error occurred while MaxACD was creating the service account pr

MaxACD Administrator Manual 11CHAPTER 22MaxACD LicensesThis section lists the licenses available for components of MaxACD.Note: For instructions on de

Chapter 22: Microsoft Exchange Integration200 MaxACD Administrator Manual• Depending on the number of voice mails you have on the MaxACD server, the i

Backup and Restore UtilityMaxACD Administrator Manual 201CHAPTER23Tools and ApplicationsMaxACD comes with the following tools and applications for tes

Chapter 23: Tools and Applications202 MaxACD Administrator ManualFigure 141. System Data Management windowNote: The System Data Management window can

Backup and Restore UtilityMaxACD Administrator Manual 2031. In the System Data Management window, select the Schedule button.Figure 143. Backup Schedu

Chapter 23: Tools and Applications204 MaxACD Administrator ManualClicking Advanced displays a folder icon that you can click to select the directory y

MaxACD Admin & Extension Security CheckerMaxACD Administrator Manual 205Figure 145. MaxACD Administrator & Extension Security CheckerChecking

Chapter 23: Tools and Applications206 MaxACD Administrator Manual2. Click Refresh. Extensions with the selected insecure characteristics will appear i

Trace CollectorMaxACD Administrator Manual 207Figure 147. Trace Collector dialog boxFollowing are descriptions of the fields in the Trace CollectorTim

Chapter 23: Tools and Applications208 MaxACD Administrator Manual• System Configuration Data Collects system configuration data, including System, Ext

Voice File ConverterMaxACD Administrator Manual 209Apply Configurations to #66: Apply time period, trace category, and storage folder to feature code

Chapter 2: MaxACD Licenses12 MaxACD Administrator ManualAdditional Licenses• Recording Seat• Client Applications SDK Session License• Trunk Control AP

Chapter 23: Tools and Applications210 MaxACD Administrator ManualRead ConfigRead Config (or Configuration Reader) is a tool that creates a subdirector

Exporting and Importing ExtensionsMaxACD Administrator Manual 211Figure 150. Import Extensions dialog box3. Click the Explore button to select a .csv

Chapter 23: Tools and Applications212 MaxACD Administrator ManualThe name of the text file is the same as the .csv file, except that the file extensio

Configuring PhrasesMaxACD Administrator Manual 213Exporting the Extensions in a MaxACD System1. Go to Services > Utilities > Export Extensions.F

Chapter 23: Tools and Applications214 MaxACD Administrator ManualFigure 155. Custom Phrase Manager dialog boxEnter the following information, and then

Configuring PhrasesMaxACD Administrator Manual 215• The list at the top left displays all the directories of custom phrases under your MaxACD system’s

Chapter 23: Tools and Applications216 MaxACD Administrator ManualEditing PhrasesTo edit the name of a phrase or its description,1. Select the phrase y

Configuring Workgroup GreetingsMaxACD Administrator Manual 217Configuring Workgroup GreetingsIn addition managing phrases, you can use the AltiGen Cus

Chapter 23: Tools and Applications218 MaxACD Administrator Manual3. Record your greeting. Click OK to stop the recording.4. To listen to the new greet

MaxACD Administrator Manual 219APPENDIXANetwork PortsIf MaxACD for Lync is behind a firewall/NAT router, you need to open TCP and UDP ports according

MaxACD Administrator Manual 13CHAPTER3Getting Around MaxACD AdministratorThis chapter gives a brief overview of MaxACD Administrator, the application

Appendix A: Network Ports220 MaxACD Administrator ManualY1 = X1 + Total IP codec channels in GW1 x 2Gateway ID = 2 X2 = BasePort + 512 x 2Y2 = X2 + To

MaxACD Administrator Manual 221APPENDIXBTechnical SupportThis appendix describes AltiGen technical support policy and proceduresEligibility: AltiGen p

Appendix B: Technical Support222 MaxACD Administrator Manual

MaxACD Administrator Manual 223IndexSymbols#12, enabling, for language set-ting 65Numerics10 digit dialing area codes 35Aaccess code 82, 83access, sys

224 MaxACD Administrator Manualing 99dialing patterns, outcall routing 98dialing schemetrunk 83DID numberextension 103, 133distinctive call waiting 10

MaxACD Administrator Manual 225165logout 13logout reason configuration 160Lync Mediation pool 25Lync presence, mapping to agent state 161Mmail forward

226 MaxACD Administrator Manualremote shared directory 69requirements 67recording license, assigning 104recording optionsfor workgroups 135recording t

MaxACD Administrator Manual 227View windows 16Voice File Converter 209voice mailconfiguration 47distribution lists 50messaging 47setting notification

Chapter 3: Getting Around MaxACD Administrator14 MaxACD Administrator ManualFigure 1. MaxACD Administrator main windowThe menu bar is at the top. Bel

The MaxACD Administrator Main WindowMaxACD Administrator Manual 15• VoIP Opens windows where you can configure the enterprise network and refresh the

Chapter 3: Getting Around MaxACD Administrator16 MaxACD Administrator ManualStatus BarThe Status Bar at the bottom of the main window displays disk us

The View WindowsMaxACD Administrator Manual 17Figure 4. Trunk View windowThe radio button to the left of each trunk location is green when the trunk i

Chapter 3: Getting Around MaxACD Administrator18 MaxACD Administrator Manual Figure 5. Extension View windowCall Log View WindowThe Call Log View wind

The View WindowsMaxACD Administrator Manual 19This window displays the following data:• Extension – The workgroup pilot extension number• Name – The w

MaxACD Administrator Manual iContents Chapter 1: Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3MaxACD Features . . . . .

Chapter 3: Getting Around MaxACD Administrator20 MaxACD Administrator Manual• Codecs Capability – The codecs the IP channel can use• Active Codec – Th

Stopping the MaxACD Switching ServiceMaxACD Administrator Manual 21 Figure 9. Client SEAT License Management dialog boxSelect a license type and then

Chapter 3: Getting Around MaxACD Administrator22 MaxACD Administrator ManualFigure 10. MaxACD options on the Windows Start menuAvailable under MaxACD

MaxACD Administrator Manual 23CHAPTER4Configuring the MaxACD SystemThe System Configuration window provides for configuring the MaxACD system-wide set

Chapter 4: Configuring the MaxACD System24 MaxACD Administrator ManualFigure 11. System Configuration, General tab You can set the following parameter

Setting General ParametersMaxACD Administrator Manual 25Configuring Lync Mediation PoolTo configure a Lync mediation pool, use the General tab in the

Chapter 4: Configuring the MaxACD System26 MaxACD Administrator ManualFigure 13. Lync Server Voice Routing VMGateway configuration4. Open Enterprise M

Setting a System Number PlanMaxACD Administrator Manual 27Figure 15. System Configuration, Number Plan tabUse the Number Plan tab to specify the follo

Chapter 4: Configuring the MaxACD System28 MaxACD Administrator ManualFirst Digit Translator ConfigurationFigure 16. Single Digit RoutingTo set up a F

Setting a System Number PlanMaxACD Administrator Manual 29Extension Dialed Digit TranslatorNote: This feature is intended for, but not limited to, all

ii MaxACD Administrator ManualBlocking All Outgoing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Restricting Hop-off

Chapter 4: Configuring the MaxACD System30 MaxACD Administrator ManualSetting Business HoursThe Business Hours tab contains group boxes for setting th

Setting Business HoursMaxACD Administrator Manual 31Figure 18. System Configuration, Business Hours tabMultiple Business Hours profiles can be configu

Chapter 4: Configuring the MaxACD System32 MaxACD Administrator ManualRouting Calls on HolidaysYou can create special routes for incoming DNIS and tru

Routing Calls on HolidaysMaxACD Administrator Manual 33Multiple Holiday Profiles can be configured in a system. Each Holiday Profile can include multi

Chapter 4: Configuring the MaxACD System34 MaxACD Administrator ManualUpdating the Date of Annual Holidays1. Select a Holiday Profile, and then the ho

Creating Account CodesMaxACD Administrator Manual 351. Double-click an index entry in System Prohibited Prefixes list, or select the index entry and c

Chapter 4: Configuring the MaxACD System36 MaxACD Administrator ManualFigure 24. System Configuration, Account Code tabAdding and Deleting Account Cod

Setting up Call ReportsMaxACD Administrator Manual 37Figure 25. System Configuration, Call Reports tabInternal Database Configuration (Internal Log Se

Chapter 4: Configuring the MaxACD System38 MaxACD Administrator ManualFigure 26. Add External Log ServiceFill in the fields, and then click OK. Countr

Country-Relevant SettingsMaxACD Administrator Manual 39Setting Toll Call PrefixesMaxACD uses Toll Call Prefixes to determine the type of outside call

MaxACD Administrator Manual iiiConfiguring the Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Extension User

Chapter 4: Configuring the MaxACD System40 MaxACD Administrator ManualWhen return calls are made, these rules are followed:• When the number matches L

Audio Peripheral ConfigurationMaxACD Administrator Manual 41Figure 30. Music/Recorded Announcement dialog boxTo configure music on hold to play a file

Chapter 4: Configuring the MaxACD System42 MaxACD Administrator Manual

MaxACD Administrator Manual 43CHAPTER5Media Server ManagementWhen MaxACD and HMCP media server are installed in different machines, you will perform m

Chapter 5: Media Server Management44 MaxACD Administrator ManualSetting ParametersTo read or set parameters for a media server, first select the media

Detaching and Deleting a Media ServerMaxACD Administrator Manual 453. Specify a name for the media server that identifies it to you.4. Select the type

Chapter 5: Media Server Management46 MaxACD Administrator ManualFigure 33. HMCP Configuration Tool log-in dialog boxEnter the IP address and password

MaxACD Administrator Manual 47CHAPTER6VoiceMail ConfigurationUse the VoiceMail Configuration window to control the following:• How the system processe

Chapter 6: VoiceMail Configuration48 MaxACD Administrator ManualFigure 35. Voice Mail Configuration, Messaging tabSetting Message Notification Retries

Managing MessagesMaxACD Administrator Manual 49Setting Message Recording Options Set voice mail message recording parameters:Setting the Exchange Inte

iv MaxACD Administrator ManualChapter 15: Extension Configuration . . . . . . . . . . . . . . . . 101Using the Apply To Button . . . . . . . . . .

Chapter 6: VoiceMail Configuration50 MaxACD Administrator ManualCreating Distribution ListsThe System Distribution Lists provide for forwarding voice

Creating Distribution ListsMaxACD Administrator Manual 51To remove a member, select the names in the Member list and click the Remove button. You can

Chapter 6: VoiceMail Configuration52 MaxACD Administrator Manual

MaxACD Administrator Manual 53CHAPTER7Auto Attendant ConfigurationThe auto attendant (AA) feature provides quick and courteous processing of all incom

Chapter 7: Auto Attendant Configuration54 MaxACD Administrator ManualExample: AA PlanningAdding Auto AttendantsThe first 16 AAs are provided with the

Configuring Auto AttendantsMaxACD Administrator Manual 55Figure 37. AA Select window• Edit – Opens the AA window, so that you can edit the selected AA

Chapter 7: Auto Attendant Configuration56 MaxACD Administrator ManualFigure 38. AA windowNote: You can check the Hide ‘No Action’ Items box to hide it

Configuring Auto AttendantsMaxACD Administrator Manual 57• Fifth step – Execute the action selected from the drop down list. The drop down list contai

Chapter 7: Auto Attendant Configuration58 MaxACD Administrator ManualCollecting DigitsWhen a caller selects the “Collect Digits” action item, a custom

Phrase ManagementMaxACD Administrator Manual 59• Inter-Digit Timeout after Max Length – The length of time the system will wait after the maximum leng

MaxACD Administrator Manual vOverview of Workgroup Configuration Window . . . . . . . . . . . . . . . . . . . . . . 132Setting Up Workgroups . . .

Chapter 7: Auto Attendant Configuration60 MaxACD Administrator ManualUsing Professionally Recorded PhrasesRecording studios such as Worldly Voices pro

MaxACD Administrator Manual 61CHAPTER8Multilingual ConfigurationMaxACD supports multiple language prompts (8 languages total) for trunk calls and exte

Chapter 8: Multilingual Configuration62 MaxACD Administrator ManualCreating Language Phrase PackagesFor each set of phrases you want in a different la

Enabling Multilingual Support in the Auto AttendantMaxACD Administrator Manual 63 Figure 41. Multilingual Configuration, Language tabWhen you first ru

Chapter 8: Multilingual Configuration64 MaxACD Administrator Manual1. Select System > Multilingual Configuration > AA tab.Figure 42. Multilingua

Using DNIS to Set the LanguageMaxACD Administrator Manual 65Extension User Can Change Language SettingExtension users can change the extension’s langu

Chapter 8: Multilingual Configuration66 MaxACD Administrator ManualFigure 45. Configuring the language setting in DNISSee “DNIS Routing” on page 91 fo

MaxACD Administrator Manual 67CHAPTER9Call Recording ConfigurationTo use the centralized call recording function, make sure the following requirements

Chapter 9: Call Recording Configuration68 MaxACD Administrator ManualFigure 46. Recording Configuration window Note: Call recording options for specif

Configuring Call RecordingMaxACD Administrator Manual 69Using a Remote Shared DirectoryIt is strongly recommended that you use VRManager to manage cen

vi MaxACD Administrator ManualChapter 19: Enterprise VoIP Network Management . . . . . 163Understanding VoIP Bandwidth Requirements . . . . . . . .

Chapter 9: Call Recording Configuration70 MaxACD Administrator Manual

MaxACD Administrator Manual 71CHAPTER10Application Extension ConfigurationThe application extension is an extension pilot number that allows an SDK-ba

Chapter 10: Application Extension Configuration72 MaxACD Administrator ManualFigure 47. Application Extension Configuration windowApplication Failover

MaxACD Administrator Manual 73CHAPTER11Component ConfigurationThis section shows how to configure MaxACD for Lync components:• Virtual component SIPSP

Chapter 11: Component Configuration74 MaxACD Administrator ManualFigure 48. SIP Signaling Channel Configuration dialog boxThe number of configured cha

Configuring Virtual Component HMCPMaxACD Administrator Manual 75Figure 49. License Information dialog boxHMCP (Host Media Control Processing) is a vir

Chapter 11: Component Configuration76 MaxACD Administrator ManualFigure 50. Component Configuration dialog boxYou may change the assigned number by en

Configuring Virtual Component HMCPMaxACD Administrator Manual 77• Adding HMCP licenses or changing assigned numbers does not require restarting the Ma

Chapter 11: Component Configuration78 MaxACD Administrator ManualFigure 52. Single Standalone HMCP Media ServerScenario 3: Multiple HMCP Media Servers

MaxACD Administrator Manual 79CHAPTER12Trunk ConfigurationTrunk attributes and parameters are set using the Trunk Configuration window. The attributes

MaxACD Administrator Manual viiRestoring Backed up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203MaxACD Admin &

Chapter 12: Trunk Configuration80 MaxACD Administrator Manual• Select General > Trunk Configuration• Double-click a trunk in the Trunk View windowF

Selecting Trunks to Set AttributesMaxACD Administrator Manual 81Figure 56. Trunk Configuration, General tab Selecting Trunks to Set AttributesThe titl

Chapter 12: Trunk Configuration82 MaxACD Administrator ManualFigure 57. Selecting trunks to configureSetting General Trunk AttributesSelect a channel

SIP Tie Trunk PropertiesMaxACD Administrator Manual 834. PRI will transmit the system home area code and main number defined in System Configuration,

Chapter 12: Trunk Configuration84 MaxACD Administrator ManualFigure 58. Configuration dialog box for a SIP Signaling channel See “To open the configur

SIP Trunk PropertiesMaxACD Administrator Manual 85Configuring a SIP TrunkTo open a trunk configuration dialog box for a SIP trunk, do one of the follo

Chapter 12: Trunk Configuration86 MaxACD Administrator Manual• SIP Source Port – For SIP UDP, select the source port from 5060 or 10060. For TCP or TL

Incoming Call RoutingMaxACD Administrator Manual 87Incoming Call RoutingTo set incoming call routing for a trunk, select the trunk on the General tab,

Chapter 12: Trunk Configuration88 MaxACD Administrator Manual• During Business Hours• Outside Business Hours• Non WorkdaysWithin each of these three t

MaxACD Administrator Manual 89CHAPTER13In Call Routing ConfigurationIn Call Routing rules determine how the system routes incoming trunk calls to vari