MaX UC Desktop App User Guide

What is the MaX UC desktop app?

MaX UC is a desktop softphone for your MAC or PC that enables you to:

Make and receive audio
View presence information for your business group contacts
Manage your contacts, including integrating with Microsoft Outlook
Access your voicemails with a single click

NAVIGATING MaX UC

The UI is designed to be used from left to right. Use the tabs in the left pane (3) to control the content displayed in the middle pane (7). Make your selection in the middle pane (7) to control what contact information displays in the right pane (10).

Contacts display in the right pane (10) and all available actions are available here, in the main content area, and from the set of actions in the header (9).

Use the Profile menu (1), Add button (2) and the Dialer field (6) to access features that are not directly tied to contacts.

Profile Menu - Click on the Avatar to view the Profile Menu.

Presence: Shows the subscriber’s current presence information state. This is indicated to others in your business group by an icon on the avatar. See below on how to manually change it.
Set Custom Status: Add a custom message to your status such as: “In a meeting until 2pm”.
Change Avatar: If you choose to upload a picture, this will be used as your Instant Messaging (Chat) Avatar.
Change Password: Select to change/update your password.
Settings: Enables you to change the way that MaX UC behaves, and also to test your audio and video equipment.
Call Park Orbits: Opens the Call Park window where you can view your available Call Park Orbits.
Apps: Displays the applications that are available for you to download.
Conference Manager: Opens the audio conference manager.
Groups: Shows Call Pick up Groups and Multi-Line Hunt Groups that you are a member of and gives the option to log in or out of the group.
Check for Updates: Confirms whether you are running the latest version of MaX UC.
About: Displays the version of MaX UC you are running
Help: Accesses a Help menu or reference guide for the application.
Log out: Logs out of MaX UC. You must log back in on the next start up.
Quit: Closes the application without logging the user out.

MANUALLY CHANGE PRESENCE

To change your presence which is seen by others in your business group:

Select Profile > Presence (online, busy, do not disturb)
Select the status.
Select Open call manager to open Subscriber CommPortal.

SET CUSTOM STATUS

To set a custom status:

Select Profile > Set custom status.
Enter your custom status and select Save.
Select Edit to change your custom status.
Select Clear to delete your custom status.

MAKING CALLS

FROM CONTACTS

Select Contacts on the left
- This opens the new call window and displays contacts. Favorites appear at the top.
Enter a contact name in the input field using your PC keyboard. As you type, MaX UC will display entries from your Contacts, Recents + Favorites. If they are a member of your business group, you will also see their Avatar and availability.
Select an entry from the list of results. Clicking on a contact will display the Chat and Contact information in the right window.
Click on the number you wish to call.

USE ACTIVE KEYPAD TO ENTER A NUMBER

Click the icon next to the show or dial number field to show or hide the Active Keypad. When the keypad is active, the icon is blue.
Enter a number in the input field, using the Active Keypad or your PC. As you type, MaX UC will display entries from your Contacts and Recent tabs if the number is programmed.
To start the call, either press ENTER on your keyboard or CALL below the Active Keypad on MaX UC.
To clear a name or number from the input box, click the X.

RECEIVING CALLS

Your softphone must be open on your PC/Mac if want you to answer incoming calls. It can be minimized and running in the Windows system tray or taskbar, or the Mac dock. If your softphone is not running, your incoming calls will usually be sent to your voicemail (unless you have them configured to do something else). To hear the ringtone, you must have your computer speakers turned on or be on a headset. If your computer audio or headset volume are muted, you will not hear the ringtone

INCOMING CAL PANEL

When you receive a call, you hear the MaX UC configured ringtone and a panel will appear on your desktop.

Click Accept to answer the call.
Click Reject to decline the call and send it to voicemail.

RECEIVE A SECOND CALL

Your account is configured to receive multiple calls on MaX UC. If you are already connected to a call, when a second call is presented, you will hear a call waiting tone through your speakers or headset. You will also see the incoming call panel. If you choose to answer the second call, the first call will automatically be held and you will be connected to the second call in the call window. If you receive two incoming calls at the same time, you will see two incoming call panels on the display. You can answer or decline each call individually.

MANAGING CONNECTED CALLS

WHAT YOU SEE

IMPORTANT: Call recording laws from each state and country will differ from one another. They will require either One-Party consent or All-Party consent. Northland does not offer legal advice, you should consult your legal counsel for guidance on the compliance activities that are appropriate for your organization.

PLACE AND ACTIVE CALL ON HOLD

Click HOLD, a red line appears through HOLD.
To return to held call, click HOLD again.

NOTE: If you answer a second call, your first call is placed on HOLD automatically

CALL TRANSFER (BLIND AND ANNOUNCED)

BLIND (UNANNOUNCED) TRANSFER

Click the TRANSFER Icon in the call window. The directory is displayed.
Enter a name or number to choose who to transfer the call to.
Click TRANSFER, the call is transferred immediately.

ANNOUNCED TRANSFER

From the MaX UC App, using the Active Keypad, call the person you are transferring to (caller goes on hold). Do not use the keypad on the call window.
You can also search Contacts to find the number.
When the party answers, announce the call.

You will see both call windows.
In either of the call windows, click TRANSFER.
The option appears to transfer the call to the party or select another number.
Select the other party and the call is transferred.

VIEWING CALL HISTORY

You can view details of received, dialed and missed calls as well as Chat history on the Recent tab

Notes

ON A PC:

When you have a new missed call, a new voicemail or a new chat, you will see a red circle with a white number on the appropriate menu indicating the number of calls, voicemails or chats you have missed since you last opened the tab.
When you have MaX UC minimized to your taskbar, it will flash orange and then go solid orange when there are new calls, voicemails or chats. The number in the circle in the taskbar is the sum of all new calls, voicemails and chats.
When the total goes above 9, it will be indicated as 9+
When the MaX UC window is open, it will only give you the visual light indicator once. If it is minimized, it will blink multiple times and then will go solid.
+ If you do not see the red bubble on the MaX UC icon in the task bar, go to your task bar settings and turn off “use small task bar buttons”.

ON A MAC:

When you have a new missed call, a new voicemail or a new chat, you will see a red circle with a white number on the appropriate menu indicating the number of calls, voicemails or chats you have missed since you last opened the tab.
The number in the circle on the taskbar is the sum of all new calls, voicemails and chats.
When the total goes above 9, it will be indicated as 9+.
The MaX icon does not flash on a Mac.
There are multiple options for viewing notifications. To change the notification settings, go to Settings > Notifications & Focus.

WORKING WITH CONTACTS

MaX UC can store the details of your contacts in its User Interface (UI). It is also provisioned to link with one contact source – either CommPortal, Microsoft Outlook or Mac AddressBook. Depending on the system configuration, you may be able to change this. These contacts appear under the Contacts tab in the Tools Menu. Contacts from CommPortal, Microsoft Outlook or Mac AddressBook that appear in the MaX UC UI can be edited in either application and the changes will be synced between them.

SEARCH CONTACTS

In the Search field, Start typing the name you are searching for.As you type, the Softphone will display the possible matches from all stored contacts.
Select the contact.

UNDERSTANDING PRESENCE ICONS

ADD OR MODIFY A CONTACT

ADD A NEW CONTACT

In MaX UC, click ADD > ADD CONTACT
Complete the fields you have information for.
Click ADD.

ADD A CONTACT FROM THE HISTORY TAB

Select an entry on the HISTORY tab.
Select ADD AS A CONTACT.
The same Add Contact box appears as seen above.
Complete the fields you have information for.
Click ADD.

YOUR VOICEMAIL

When you have new voicemail messages, the voicemail icon will illuminate red and indicate the number of messages.

Click the MESSAGE icon, to take you to the CommPortal Messages page.
CommPortal shows you the information regarding the call including caller ID, date, time and duration of message.
Click Play to listen to the message.

Highlight important information in a panel like this one. To edit this panel's color or style, select one of the options in the menu.

Help Desk