History of Updates to MaxCS

This document provides details on the features that have been added to MaxCS since Release 6.0, through Release 8.6. 

Enhancements in Release 8.6

Polycom Enhancements

  • You now have better control over when your Polycom phones get new firmware when you install a new release of MaxCS.
  • MaxCS now supports Polycom VVX 201 phones. Note that this model does not support BLF or Line Park.
  • This release supports Polycom VVX firmware version

Backup Program Changes

  • The backup program no longer backs up the Polycom logs.

MaxCS Client Upgrade Enhancements

  • When upgrading to a new release, MaxCS clients only upgrade when there are compatibility issues with the previous release. 
  • In addition, you now have the option to update MaxCS clients from an external source.

Trace Enhancements

  • Logging has been made a more efficient process in this release.

Midnight Task Schedule Enhancements

  • You can now set a custom schedule for nightly MaxCS tasks.

Exception Routing Rules

  • You can now create custom exception routing rules, for events such as company meetings that do not require a full day as a holiday typically does.

OpenJDK Support

  • AltiReport now supports OpenJDK to run Tomcat 8.5 (for AltiReport).

Not Ready Reason Codes

  • You now have customized codes that agents can enter when they switch their status to Not Ready. 
  • You can require these codes or make them optional.
Call Disposition Codes
  • You now have customized codes that agents can select to indicate the disposition of each workgroup call. 
  • You can require these codes or make them optional.

Account Code Enhancements

  • You can now force agents to enter account codes for inbound workgroup calls, just as you can for outbound workgroup calls.

Security Update

  • This release includes a security change which prevents a configuration file from being read remotely. As part of this change, MaxAdmin is initially configured to accept only local access. Update the IP Dialing Table in Enterprise Manager to add IP addresses that you want to allow.

VRM Pro Update

  • You can now disable Server Message Block signing (SMB) v1 on servers without obstructing the transfer of voice recordings to the VRM server.

AltiSDK Update

  • APIs have been added to AltiSDK for the Not Ready Reason Code, the Call Disposition Code, and Account Codes.

Enhancements in Release 8.5 QuickFix

Administrator Change Log
  • The new Change Log Report (CLR) allows you to track configuration changes that have been made to MaxCS by administrators through the MaxAdministrator program.

Security Enhancements 
  • General security enhancements, TLS 1.2 Support - For increased security, MaxCS now includes support for TLS version 1.2; an option to use only version 1.2 when TLS is used; support for public certificates; and a new SNMP trap to alert you when a public certificate is close to expiring. TLS 1.2 is now supported on IPTalk on MaxAgent, MaxCommunicator, and MaxOutlook. VRManager 8.5 Update 1 support TLS 1.2 CTI.
  • Altigen IP Phone security enhancements - The Altigen IP705, IP710, IP720, and IP720a phones support TLS 1.2 via the new firmware version 2XB3.
  • Polycom IP Phone security enhancements -  VVX -300/310, 400/410, 500/501, 600/601 phones now support firmware version Firmware version is required in order to use a public certificate and for using TLS 1.2.SoundStation - IP6000/IP7000 phones now support firmware version, which supports the use of public certificates, but does not support TLS 1.2.This release also includes a field for you to specify the location of the Polycom Directory server when you have a wildcard or SAN public certificate.
  • AudioCodes Gateway firmware support - For enhanced security, MaxCS now supports firmware release F6.6.0A.336.004 on the AudioCodes MP1xx and Mediant devices. SIP UDP and SIP TLS 1.0 and 1.2 are supported. Both Altigen-signed certificates and public certificates are supported.Java update - MaxCS now supports Java SE Runtime Environment JRE 8u171.

Enhancements in Release

  • Exchange Server 2016 support
  • Outlook 2016 support
  • Windows Server 2016 support
  • Plantronics headsets support for headsets W740-M, W420, and Voyager Legend UC (supported by MaxAgent and MaxCommunicator)

Enhancements in Release

  • Secured MaxAdministrator connectivity - Communication between the MaxCS server and MaxAdministrator has been encrypted, for higher security.

Enhancements in Release 8.5

  • Unified Communications Integration - Release 8.5 is fully integrated with Skype for Business, and synchronizes user presence and activity between MaxCS user extensions and Skype for Business clients. MaxCS supports extension dialing.Note that Altigen's Skype for Business integration is supported only on Altigen's hosted Skype for Business offering. Support for Skype for Business hosting by other service providers is not supported.
  • Exchange Online Integration Support - Release 8.5 supports Exchange Online, in addition to an on-remise Exchange server. Refer to the Exchange Integration chapter for configuration instructions.
  • Multi-level Admin Accounts - Release 8.5 offers four different levels of Admin user, as opposed to two levels of Admin user in earlier releases. There are now Super Admin, Full Admin, Basic Admin, and Supervisor levels.
  • Polycom D60 Support - Release 8.5 supports the Polycom DECT D60 handset for VVX models. Firmware version 5.5.20556 is required for the VVX models to use the D60. Refer to the separate MaxCS Polycom D60 Configuration Guide for details.
  • New Report - A new report has been added; report 2103, Workgroup Trunk Abandoned Call Detail Report. 
  • New SNMP Trap - A new SNMP trap captures this scenario: The voicemail forwarding option Delete Messages After Forward is enabled, and a voicemail message has been forwarded to an email address but the forwarding process failed. In this case, the voicemail will be forwarded to the extension. See List of SNMP Traps Sent on page 384 for details on other traps. 
  • AltiReport Password Security - Administrators are now required to change the default AltiReport Admin password.
  • MaxMobile Android menu support -- The Android version of MaxMobile has been enhanced, to support menu access for newer versions of the Android O/S.

Enhancements in Release 8.0 CU2

  • Salesforce Integration - MaxCS has new integration with Salesforce.
  • SightMax Updates - MaxCS has updated integration with SightMax.
  • Workgroup Login Update - When a user switches devices, the system now retains the original Workgroup login status.

Enhancements in Release 8.0 CU1

  • Time Zone Update - AltiReport admins can now set a separate time zone for each MaxCS server. This is done in the Query Preference setup; there are new fields for you to set the time zone for each server. When AltiReport users schedule favorite reports, the scheduled time will now use the time zone based upon the time zone of the user's server. 
  • Callback from Queue Update - You can now configure Callback to not be offered if no agents are logged in-to the target workgroup. 
  • Paging Update - Users can now send pages across different MaxCS systems.
  • Polycom Updates: 
    • Transfer a call to an extension's voicemail mailbox.
    • Support for Polycom VVX firmware version 5.4.2.
    • Support for RealPresence Group 500 video devices. 

Enhancements in Release 8.0

Polycom Enhancements
  • Zero Touch Provisioning – The process of provisioning Polycom IP phones has been significantly streamlined. Administrators can now configure an option in DHCP (Dynamic Host Configuration Protocol). The DHCP service, in conjunction with the Altigen Polycom phone configuration service, will deploy configurations to Polycom phones automatically.
  • Global Extension Relocation – Users can now relocate their Polycom phones within the Enterprise domain. To enable this feature, use the Enterprise Manager > User > Resolve tab option Allow user to relocate a global extension using #17/#27.To relocate the phone, users connect the phone and enter the extension number and the voicemail password.
  • User Password Consolidation – To simplify Polycom phone management, Altigen has merged the various passwords in MaxCS into a single password. Specifically, the provisioning password, the voicemail password, and the SIP Registration have been combined into a single password, which is set to the voicemail password.
  • Default Local Administrator Password – You can change the default Polycom administrator password via a new field on the System > Number Plan tab. This is the password for the Polycom phone itself; users must enter this password to access menus on the phone to change its configuration. In addition, you can enable a Polycom phone so that it downloads this default password; select PBX > Altigen IP Phone Configuration, select the extension, and switch to the Polycom tab. Check the Enable Password Control option; the password from the System > Number tab will be copied over. 
  • Auto-Generate Digit Map – You can now have MaxCS automatically generate a Polycom digit map, which will be based upon your current dialing plan. You do this via a button on the System > System Configuration > Number tab. We recommend that you review the auto-generated digit map, to make sure that it meets your system requirements. Modify the map as needed.
  • Mobile Fallback – You can now enable mobile fallback on Polycom phones, just as you can with Altigen IP Phones. When enabled for an extension, if a Polycom phone loses its network connection, it will automatically fall back to a Mobile Extension. To enable this for an extension, open the PBX > Extension Configuration > General tab, check the Enable Fallback to Mobile Extension option, and specify the appropriate mobile extension channel from the list.
  • Firmware Auto-Upgrade (most VVX models) – MaxCS now supports an automatic firmware upgrade to Polycom VVX phones. The Release 8.0 installation includes a specific Polycom firmware ( All VVX 300/310, 400/410, 500, and 600 model phones will be updated to This firmware version may be changed in future MaxCS releases. The Auto-upgrade feature is not supported on VVX 1500 model phones.There are two separate options that you can use to upgrade VVX firmware. One is for new phones that you have recently acquired and are starting to configure (it can also be used on existing phones that are not associated with an extension on this server, such as when an extension number is changed). The other option is for existing phones that are already associated with an extension
  • Global BLF – You can now set a Global extension as a BLF softkey for Polycom phones, just as you can with Altigen IP phones. This feature requires a Polycom Advanced Features license.
  • Polycom Expansion Module Support (VVX) – MaxCS now supports the Polycom VVX Expansion Module, which is a third-party device that is sold by Polycom to work with their model VVX IP phones. The Expansion model is supported on the following Polycom phones: VVX 300/310, VVX 400/410, VVX 500/600. The BLF slots that you configure will overflow from the VVX phone onto the expansion module. In other words, the BLF slots will fill up all available slots on the Polycom phone's LCD display first, then will begin filling up the expansion module. This feature requires a MaxCS Polycom Advanced Features license. 
  • Call Recording Button (VVX) – With Release 8.0, you can enable a Record softkey for Polycom VVX models. This option is found on the PBX > Altigen IP Phone > Configuration > Polycom tab.Once this feature has been enabled, the VVX extension user can tap a Record softkey on their Polycom phone to choose to record the call in progress. A new page opens, with a Record button for users to click. This feature requires a Polycom Advanced Features license.
  • Transfer and Conference Behavior Enhancements – In prior releases, users with Polycom phones had various limitations performing transfers and conference tasks within MaxAgent and other client applications. In Release 8.0, Polycom users now have additional ways to transfer calls and to join or initiate conferences, using the client applications MaxAgent, MaxOutlook, MaxCommunicator, and AltiConsole. 
  • Corporate Directory Support / User Directory Dialing (VVX) – Users of Polycom VVX phones can now use a corporate directory to place calls, transfer calls, and perform other basic functions. This feature requires a Polycom Advanced Features license. 
  • Client Call Control –   The MaxCS Clients are now synchronized with Polycom phones. Regardless whether you used the client or the Polycom phone to place a call on hold, you can retrieve the call from either the client or the phone.
  • Video Call Support – MaxCS supports video calls on VVX500 and VVX600 models (requires a separate VVX USB camera) and on VVX1500 models. Video conferences are not supported; only direct peer-to-peer calls are supported.Video calls are supported in Softswitch Deployments only.Note that MaxCS does not support video over SIP Tie trunks or SIP Trunks.
  • Auto-Answer Changes – In previous releases, agents with Polycom VVX phones could both enable the Auto-Answer feature as well as set the default voice path (speaker or handset) in a single setting the client's Configuration > Extension page.Due to the specific way that Polycom handles voice paths, Altigen has changed how users configure this feature. Configuration now requires two separate steps.
  • Additional Enhancements 
    • The Caller ID will now show correctly while the call is ringing; in the previous release, the Caller ID updated only after the call connected.
    • When you clear Call Management feature #33 - do not disturb (in System Configuration > Feature Profiles), the DND feature will also be disabled in Polycom phones. Polycom phones must be re-booted in order for this change to take effect.
Technology Enhancements
  • HMCP Load Balancing – The HMCP system has been redesigned to perform load balancing on a multi-core system, in a round-robin method. This results in a more even distribution of work across all channels, resulting in better more consistent performance. 
  • SIP Group Configuration – In previous releases of MaxCS, SIP registration was configured by individual channels. This configuration approach had several disadvantages. To streamline SIP registration, Altigen has implemented SIP Group configuration. The SIP Signaling Channel Configuration dialog box is the main starting point for all SIP channel configuration. An additional change is that MaxCS now 8.0 checks for valid licenses for SIP Trunks that have been designated as Altigen SIP trunks. Be aware that trunks will show as not registered if you start MaxAdministrator before MaxCS is fully up, because license information will not be ready until then. However, after 30 to 90 seconds, the trunks should show as ready.
  • Callback from Queue – A new feature enables organizations to offer callers the option of receiving a return call instead of waiting on hold in a call queue. You can customize the specific queue conditions under which a caller is offered the callback option. You can also indicate a daily cutoff time for callbacks, so that returned calls can be completed before that workgroup’s business day ends.For return calls, you can specify how many attempted calls to place, how long to wait between those attempted return calls, and a caller ID to transmit with the returned calls.
  • Android support – MaxCS now supports Android O/S versions 4.4, 5.0, and 5.1.1. 

Enhancements in Release 7.5 Patch 1

Technology Enhancements
  • Free Format – This feature lets you insert delays and/or to send out additional DTMF digits when forwarding calls to an extension, a hunt group, a workgroup, or an outside number. This option is located on the PBX > Extension Configuration on the Answering tab. 
  • Verizon SIP trunk support – Two new SIP Trunk options, Custom P-Asserted Identity and Diversion, have been added to the SIP Trunk parameters to support Verizon Caller ID. Custom P-Asserted Identity allows you to insert a header into the SIP packet. 
  • SIP Trunk Release Link Tie (SIP Refer) - This feature is implemented to support various AudioCodes devices. It instructs the SIP Trunk provider to release both the inbound and the outbound legs of a transferred call once the transfer has been completed. Refer to the configuration guide for your specific AudioCodes device for full instructions. Note: Not all PBX or services providers support SIP Refer or release link tie.See page 161 for more details.
  • SIP Trunk TLS Support – This feature is implemented to support Altigen SIP Trunks. 
  • IPTalk Redirect – This feature allows users to redirect a client application to the alternate server if the client loses its connection to the main server. 
  • SIP Delayed Offer Support – MaxCS now supports SIP Delay Offer on incoming SIP calls.
Polycom Enhancements
  • Global Relocation – Users can now relocate their Polycom phones within the Enterprise domain. 
  • Polycom Password Consolidation – Altigen has merged the various passwords for Polycom phones, to make maintenance an easier process. 
  • Polycom Secondary Proxy – You can now assign a secondary proxy server that Polycom phones will connect to when the main MaxCS server becomes unavailable, for limited inbound and outbound calls. When the main MaxCS server is back up, the phones will automatically reconnect to the main server.
  • User Password Consolidation – To simplify Polycom phone management, Altigen has merged the various passwords in MaxCS into a single pass-word. Specifically, the provisioning password, the voicemail password, and the SIP Registration have been combined into a single password, which is set to the voicemail password.

Enhancements in Release 7.5

Polycom Enhancements
  • Easier Polycom deployment, centralized administration (Hours Offset, Time Format, Digit Map, TLS and SRTP support), #17 phone device override for the same extension ("#17 requires a SIP-Tie trunk to communicate with the server)
  • New Polycom Advanced Features license unlocks additional functionality: BLF, Line Park, DND synchronization with clients, Polycom group paging (Polycom to Polycom only, broadcast limited to local LAN), Client Auto Answer (Polycom VVX models only), client answering device for outbound and inbound calls. caller ID enhancements for Polycom phones, AltiConsole support for Polycom phones.
New Licenses
The Polycom Advanced Features license (Seat license) ALTI-SIPDEVADDON-PLCM-XX – This license unlocks some advanced features, including:
  • Do Not Disturb synchronization – Allows Polycom users to synchronize DND status between the phone and MaxCS clients 
  • Busy Lamp Field (BLF) and extension monitoring – Allows Polycom users to view the status of monitored extensions, answer incoming calls for monitored extensions, and pick up ringing calls on monitored extensions 
  • Line Park – Allows Polycom users to line-park a call and pick up a parked callGroup Paging – Allows Polycom users to be members of Polycom paging groups, to send and receive pages in those groups 
  • Device Auto-Answer – Allows Polycom users to set their clients (MaxAgent, MaxCommunicator, MaxOutlook and AltiConsole) to have the Polycom phone automatically answer incoming calls. 
Codec Enhancements
  • G.722 codec support
  • Managing codec priorities
  • Managing IP network bandwidth
  • Codec negotiation
  • Codec preferences for incoming and outgoing SIP trunk calls 
Media Enhancements
  • Media pass-through (HMCP)
  • T.38 pass-through (Note that FoIP support is best effort and can be dependent on the fax device make/model – MaxCS fax device configuration guides can be found in the Altigen Knowledge Base)
  • FoIP extension
  • FoIP Hunt group
  • Fax routing
Enhanced SNMP Trap Monitoring
  • SIP Trunk group status
  • Out of license condition
  • Out of codec/SIP trunk channels conditions
  • Abnormal conditions (911, suspicious frauds, malicious SIP)
HMCP Tool Enhancements
  • DPC latency measurement
  • Generating disk I/O load
  • Generating CPU load
  • G.722 codec load
Additional Enhancements
  • A new repeating recording tone for workgroup call recording 
  • A checkbox for blocking unauthorized SIP invite requests 
  • A SightMax version field 
  • Many MaxCS 7.5 clients and other applications have new application icons
Client Enhancements
  • Handling client calls via some models of Polycom phones (requires an Advanced license) 
  • Client auto-answer with some models of Polycom phones (requires an Advanced license)  
  • Synchronize only Private Contact folders (MaxOutlook)
Features No Longer Supported in Release 7.5
  • ACC is not longer supported
  • Windows 2003 Server OS for Softswitch is no longer supported
  • TAPI is no longer supported
  • H.323 SIP Tie-Trunk is no longer supported
  • The TLS enabled and SRTP disabled settings are no longer supported
  • The Persistent TLS connection for SIP tie-trunk is no longer supported
  • Redundancy is no longer supported
  • Multiple gateway Softswitch is not supported
Additional Changes in Release 7.5
  • Altigen Phone Group Paging uses a SIP Tie-Trunk channel in this release.  If Polycom phones are used, you must select RFC 2833 for the DTMF Transport field in the Codec Profile assigned to the SIP tie-trunk. The Release-Link-Tie over SIP tie-trunk feature is not supported in this configuration. 
  • The provisioning process for Polycom phones is different in Release 7.5. 

Enhancements in Release 7.0 Update 1

  • Operating System Support - Because Microsoft is ending support for Windows XP effective in April, 2014, MaxCS stopped supporting that operating system.
  • Location-Based E911 Configuration (For Relocation) - E911 Caller ID (CID) information is sent to PSAPs (Public Safety Answering Point) when a user calls 911 from an IP phone. A new feature has been added to MaxCS that allows administrators to configure an E911 Location ID for each geographic location. Each Altigen IP phone can then be assigned an appropriate E911 Location ID. This feature is not designed for use with stationery phones, only for phones that are moved from one physical location to another. Configuring E911 Location IDs ensures that emergency calls placed from these IP phones:Will call the appropriate local PSAP, based upon the phone's physical location. Will transmit Caller ID details that will help emergency response teams find the right location.
  • Salesforce Integration - Salesforce.com provides a CTI toolkit to telephony-enable its cloud-based CRM application. When enabled, a softphone control panel appears in the web browser, for agent call control. Altigen encapsulates the CTI toolkit into a connector for MaxCS Release 7.0 Update 1, to integrate an Altigen IP PBX system with Salesforce.com. A Salesforce Integration Seat license has been added to the License Information and Client Seat License Management pages. 
  • AltiReport Enhancements - AltiReport uses an email server to send scheduled reports. In MaxCS 7.0 Update 1, AltiReport can now communicate with encrypted email servers such as the Google mail server (Gmail) or the Hotmail server. AltiReport detects the requirements of the specified email server automatically; no configuration is needed to indicate whether the email server requires encryption.When using an encrypted email server, for authentication purposes the Sender Email Address entry must be the same as the SMTP Account Name entry. The remote email server does not allow users to use a different sender email address than the real email account.Refer to the AltiReport Manual for full details.
  • Client Enhancements -
    • The MaxCS 7.0 Update 1 clients now support Windows 8.1 (64-bit).
    • MaxSupervisor - Support for up to 50 concurrent MaxSupervisor connections, improved data receiving and display performance. In addition, there is a new automatic re-sort interval for Agent View and Agent Status. 
    • MaxCommunicator, MaxAgent, and MaxSupervisor - Users can now choose to display either the local time or the server time for voicemail messages. Also, the application icon now stays on the Windows task bar and in the Windows system tray when you minimize these applications.
  • MaxOutlook Support for Outlook 2013 - The MaxCS 7.0 Update 1 release of MaxOutlook supports Microsoft Outlook 2007, 2010, and 2013 Only the 32-bit version of Microsoft Outlook is supported. Users who upgrade their Microsoft Outlook application from version 2007/2010 to Outlook 2013 will need to reinstall MaxOutlook.
  • Move IP Address between Trusted and Malicious Device List - In some rare scenarios, the MaxCS server can capture regular IP address and add them to the Malicious SIP Device list. You can now more easily and directly move IP addresses from the Trusted list to the Malicious list. Within MaxAdministrator, select SIPSP > Board Configuration > Advanced Configuration. Two buttons have been added to this page, to move an IP address from one list directly to the other. 
  • Advanced Call Router Enhancements - Advanced Call Router (ACR) allows verification of incoming call information against the database. In earlier releases, ACR only confirmed that the specified information existed; it left the transfer target to be configured in the rule settings. This design mandated that every transfer target needed a unique routing rule, which meant that customers had to create numerous rules to handle calls. In MaxCS 7.0 Update 1, the routing target information can be retrieved from the database record. This means that customers need to create (and maintain) far fewer rules to process calls. To accomplish this, rules now have an additional Target action, Route by Query Result. Refer to the Advanced Call Router Manual for full details and examples.
  • Block Unauthorized SIP Invite Requests - MaxCS 7.0 Update 1 includes a filter to block unauthorized SIP Invite requests. When the MaxCS server receives a SIP Invite request, if the IP address or the caller source is NOT in one of the following lists, the call will be ignored (dropped):
    • IP address is in the MaxCS registered IP extension list
    • IP address is in the configured SIP Trunk list
    • IP address is in the IP dialing table list
    • IP address is in the SIP Allow IP list
    • The caller is from another Altigen system
    • The caller is from an Altigen IP phone 
The filter is disabled by default. To enable the filter, add the following registry entry and press VM&SP Log Dump under the Diagnostics > Trace menu (or just restart the system). 

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Altigen Communications, Inc.\AltiWare\Service Providers\SIPSP

Enhancements Included in Release 7.0

  • Support for Windows 7 32-bit OS for MAX1000 
  • Support for Hyper-V virtual machine 
  • Hard Disk space checking 
  • New “Group Queue” option for Group RNA/Logout Handling 
  • Regular admin login to access Diagnostic menu and SIP advanced configuration 
  • Support for Polycom IP phones SIP Registration password 
  • MaxAdministrator GUI enhancements 
  • Changed default T1\PRI setting from T1-CAS to PRI-NI2 
  • Support for Exchange 2013 
  • Sending SIP Option for SIP Trunk Keep-alive 
  • Support for 3rd-party (Polycom) IP phones behind NAT 
  • 3rd-Party SIP Phone Capacity improvement (SIP Registration Optimization)  Enable Respond SIP Option when the device is behind NAT (Windows Registry) 
IP Phone Enhancements
  • IP 710/720 2xA3 increase MIC gain by 6db 

3rd Party Integration
  • AudioCodes MP1xx FXS support behind NAT 
  • EdgeMarc/AudioCodes Remote Survivability and QoS 
  • AudioCodes MP1xx remote Survivability 
  • VoIP NAT/Firewall Test Tool
  • The use of the network assessment tools is independent of the MaxCS release
AltiReport Enhancements
  • Add Logout Reason description and logout duration to Report 1101
  • Add Total Logout duration to Report 2202
  • Add Total Ring Time (RT) and Avg Ring time (Avg RT) to Report 2206
  • Add DNIS description and Filter by MaxCS DNIS option to Report 3101 and 3201
  • SightMax Integration 
  • Option to disable trace backup during midnight 
  • New VRM conversion library for G.723 
  • Backup and Restore utility now includes DB\Storage folder 
  • Improve TFTP speed for IP phone firmware update 

Enhancements Included in Release 6.7 Update 1

Voice Processing New Features and Enhancements 
  • HMCP Softswitch Features -- (Support Soft system key -Dongle; support Windows 2008 Telecom Server R2 SP1; support 64-bit HMCP driver ; separated NetFilter installation 
PBX Enhancements 
  • Support Exchange 2010 integration 
Client Application Enhancements 
  • MaxCommunicator -- Updated remote extension activity in MaxClient Directory tab; block Caller ID display in MaxClient Monitor tab 
  • MaxAgent - Updated remote extension activity in MaxClient Directory tab; block Caller ID display in MaxClient Monitor tab; added Login and Logout All Workgroups buttons in MaxAgent login screen; added server clock to MaxAgent 
  • IPTalk Enhancements -- Support compressed codec (G.723) for IPTalk in Windows 7 OS Add-on application enhancements – Support VRManager installation on Windows 2008 Server; support compressed codec (G.723) for VRManager 
  • IP Phone New Features and Enhancements – The SIP versions of IP phone firmware are as follows: IP705 – Firmware v2299 IP710 – Firmware v2199 IP720 – Firmware v2399  With the release of firmware version 2x99 IP705, IP710 and IP720 IP phones users can now press the Release key to reject an internal or external call ringing on the IP phone. The ringing will stop and the call will follow the extension’s Ring No Answer (RNA) handling which can be the Extension’s VM or other destinations. 

Enhancements Included in Release 6.7

General Server Features
  • Support Exchange 2010 integration
HMCP Softswitch Features
  • Support Soft system key (Dongle)
  • Support Windows 2008 Telecom Server R2 SP1 
  • Support 64-bit HMCP Driver
  • Separated NetFilter installation
Client Application Enhancements
  • Updated Remote Extension activity in MaxClient Directory tab
  • Block caller id display in MaxClient “Monitor” tab
  • Login and Logout All Workgroups buttons in MaxAgent login screen
  • Server clock to MaxAgent 
  • Support compressed codec (G.723) for IPTalk in Windows 7 OS
Add-on Application Enhancements
  • Support VRManager installation in Windows 2008 Server
  • Support compressed codec (G.723) for VRManager

Enhancements Included in Release 6.5 Update 1

PBX Enhancements
  • Altigen IP phone can automatically discover server IP address. You can enable the Altigen IP phone to automatically discover the MaxCS server IP address (instead of the user having to enter it manually) by configuring option 120 in your DHCP server with your MaxCS IP address. The user will only need to enter the extension and password. In addition to making initial IP phone setup easier, this feature is also helpful when there is a need to migrate MaxCS to a new IP address. The administrator just needs to update the new MaxCS IP address in the DHCP server and then reboot all Altigen IP phones. The phones will automatically pick up the new MaxCS IP address.
  • Extensions can be imported from Active Directory. In addition to importing extensions from a CSV file, this update supports importing extensions from the Active Directory. This saves significant time by avoiding re-entering extension information.
  • Recording alert tone is periodic. In addition to inserting a recording tone at the beginning of a conversation, a periodic recording alert tone is added in this update. It occurs every 15 seconds in half-second bursts of 1400 Hz and is recorded together with the conversation. (Configured in Extension Configuration > General page.)
  • A Custom Phrase Manager tool makes managing custom phrases easy. The Altigen Custom Phrase Manager is a Windows-based application that makes managing custom phrases easy. It displays all custom phrases in a graphical user interface. You can add or delete a phrase by clicking a button. You also can rename an existing phrase to a meaningful name. An Altigen SDK license is required to use this tool.
  • Changes in automatic administrative tasks. In the midnight tasks, reset channel is removed, and MaxCS will no longer reset channels and boards automatically.The configuration backup option under MaxCS Data Management is now turned on by default.
Client Application Enhancements - MaxCommunicator, MaxAgent, and MaxOutlook enhanced with ability to: 
  • Dial Using Smart Tags – Phone numbers that appear in Internet Explorer and Microsoft Office programs can be dialed through the 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.
  • Dial Using Shortcut Keys – Users 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 they define for this task. Requires configuration on the MaxAgent/MaxCommunicator/MaxOutlook’s Configuration > General screen (Select-n-Dial option). 
  • Dial Automatically – Any phone number users dial using a Smart Tag or the Select-n-Dial method can be dialed automatically, or they can choose to simply have that phone number put in the dialer box. This option is configured on the Configuration > General screen.
  • Record, save and play a message to a call – A new feature called MaxCall allows a user to hand over an outgoing connected call to the MaxCS system so that when the callee’s voice mail is reached it can play a message the user pre-recorded, for example a marketing campaign script. This frees the user’s extension to make the next call. This feature is available on a new MaxCall tab. An Altigen MaxCall license is needed for this feature.
OCS versions of MaxCommunicator and MaxAgent integrate with Microsoft Office Communicator
  • “MaxCommunicator for OCS” and “MaxAgent for OCS” each function as an embedded program in Microsoft Office Communicator 2007 R2. The two new programs are separate from stand-alone MaxCommunicator and MaxAgent and require their own installation. They work much like the stand-alone clients, with a few differences. Only one of these OCS products can be used on a client machine at a time.
  • AltiConsole change – The “Location” column for an extension is added back in.
MaxMobile Communicator extended 
  • iPhone – Altigen’s MaxMobile Communicator (MaxMobile) application, installed on an iPhone makes the phone a fully capable office phone extension and serves as a “desktop” call control client, allowing the user to access, configure, and perform most of the company's PBX functions directly from the graphical user interface in MaxMobile Communicator. 
  • Android platform – MaxMobile Communicator on the Android platform supports T-Mobile’s myTouch (G2) phone and Verizon’s Motorola Droid phone, in addition to the T-Mobile G1 phone.An Altigen MaxMobile license is required.
License changes
  • MaxCall seat and session licenses added

Enhancements Included in Release 6.5

SNMP Management 
  • MaxCS issues alerts, via SNMP, that fall into the following categories:
    • Server status - Server memory, CPU, or hard disk exceeds defined limits
    • MaxCS Software Status - Switching service is initialized, stopped, or restarted
    • PRI Service Status - PRI trunk goes down or reconnects
    • Gateway Status - A gateway server loses connection or restarts
    • Multi-site Enterprise Manager status - The master or a member server in the Enterprise VoIP domain goes down or reconnects
    • IP Phone Server Service Status - IP phone server service goes down or restarts
    • Voice Mail Service Status - Voice mail service goes down or restarts
    • CTI Service Status - CTI service (CT Proxy) goes down or restarts
  • Softswitch Redundancy Status - Softswitch redundancy switchover occurs
  • QoS Enhancement (802.1p/802.1Q). Supports 802.1p class of service priority and 802.1Q VLAN in the server and Altigen IP phones. 
  • Secured VoIP Calls (TLS/SRTP). Transport Layer Security (TLS) and Secure RTP (SRTP) are implemented to establish secured SIP connections and encrypted conversations to prevent eavesdropping. Secured connection can be configured for Altigen IP phones and SIP-Tie trunks.
  • Enhanced 3rd Party IP Phone Support. Release 6.5 supports standard SIP Hold, Transfer, Call Waiting, and server-side Conference for certified 3rd party SIP phones. This release also supports the Polycom SoundStation IP6000 conference phone.
  • Microsoft Exchange 2007 Integration Enhancements - Release 6.5 expands the capability of Exchange 2007 Unified Messaging (UM) with these new features:
    • Option to enable voice mail synchronization in Bridged mode. You can use Bridged mode to access Exchange UM over SIP only or enable voice mail synchronization with UM at the same time.
    • Native mode integration enhancements, namely, the ability to return a call from Exchange voice mail
    • “Zero out" of Exchange voice mail greeting to the operator
    • Click "Play on Phone" option from Outlook 2007 to play the voice mail stored in Exchange
    • The Altigen voicemail greeting is disabled when in Native mode.
PBX Enhancements
  • Station conference enhancements - The station conference bridge is released when the number of conference participants is reduced to two. The call can then be transferred or parked. The conference bridge is freed for other users.
  • MeetMe conference enhancements - Supports 120 MeetMe conference members in one bridge when using an HMCP MeetMe conference resource. If the MeetMe conference has more than 30 members, by default all the members are muted. 
  • SIP Trunk Enhancement - Gives the ability to send the Transmitted Caller ID when the extension user makes a call through a SIP trunk, if the SIP trunk service provider supports it.
  • Mobile Extension over SIP trunk - Allows you to deliver Mobile Extension features to a cell phone or a PSTN number over a SIP trunk. 
  • Ability to assign a Mobile Extension to a different trunk group - For systems with PSTN, SIP, or cell phone gateway as MobileExt trunks, you can assign a MobileExt to use a specific trunk group to save toll charges.
  • Import and export an extension list from or to a CSV file - Helps speed up the process of creating extensions and configuring extension settings after a system is configured.
Multi-site VoIP Enterprise Management New Features
  • Global extension rerouting over PSTN when WAN connection is down. When a user dials a global extension number in the Enterprise VoIP domain and the WAN connection is down, the call is automatically rerouted over PSTN to the destination. Enterprise Manager will publish the main PSTN number of each site to all VoIP domain members for PSTN rerouting. 
  • Redirect an Altigen IP phone to an alternate server when its home server is down. An IP phone can be assigned to two MAX Communication Servers in the same VoIP domain; one is the home server and the other one is an alternate server. When the home server is down, the IP phones will register to the alternate server automatically. Thus, the IP phone can still work under the alternate (backup) server. When the home server is recovered, the administrator can switch IP phones back to the home server from Enterprise Manager. The extension must be a global extension in a VoIP domain.This feature supports only Altigen IP phones. Analog phones or 3rd party IP phones are not supported.
Client Application Enhancements 
  • Line Park Supported on MaxCommunicator and MaxAgent. The administrator can assign Line Park groups to an extension in the Line Park configuration. When configured, the assigned lines will show up on the Line Park tab in MaxCommunicator and MaxAgent clients. The extension user can park a call from the client application and allow other users to pick up the call from either an Altigen IP phone or a client application.
  • MaxMobile Communicator (MaxMobile) for the G1 Phone. Altigen’s new MaxMobile Communicator application, installed on a G1 phone based on Google’s Android platform, makes the phone a fully capable office phone extension and serves as a “desktop” call control client, allowing the user to access, configure, and perform most of the company's PBX functions directly from the graphical user interface in MaxMobile Communicator. This includes call handling, call forwarding, extension monitoring, conferencing, conversation recording, directory and contact lookup and dial, and contact editing. An Altigen MaxMobile license is required.

Enhancements Included in Release 6.0

  • Integration with Exchange 2007 Unified Messaging
  • New client application, MaxCommunicator, replaces AltiView
  • Presence state synchronization with Office Communicator (OCS 2007 client)
  • TAPI 3.1 support (for Vista OS)
System Features
  • IP PBX Features
    • Account Codes - allows the user to input an account code on each call to track telephone usage in order to bill back to clients or create a record of calls specific to a project and to budget and forecast expenses. Forced Account Codes force the user to input an account code on each call to track telephone usage. The administrator can configure which extensions are required to enter an account code, and also configure the option to require an account code for long distance calls and international calls, but not local calls. An administrator also can block the display of the account code table in client applications. Users can be prevented from seeing account codes they don’t need to see.
    • Automatic Dialing Plan Rules- Administrators can configure a call return rule based on the country in which they reside. Applies to call return from Caller ID, Zoomerang, and making a call from Microsoft Outlook.
    • Business Hours Profile - allows for setting morning and afternoon business hours for each day of the week. Multiple business hours can be configured in a system. Also, multiple Business Hours profiles can be assigned to DNIS Routing and Trunk In Call Routing entries.
    • Busy or Ring No Answer Call Handling - sends calls to voice mail, another extension, or AA if the called extension or group is busy or does not answer. 
    • Call Forwarding and Remote Call Forwarding - sends all calls to another extension, to a workgroup/hunt group, or to an external telephone number. This allows users to redirect their calls to another location, such as home or a branch office. Call Forwarding can be set up either at the source extension or at the destination extension on the system (Remote Call Forwarding). There is 10-hop limit on forwarded calls.
    • Call Park and Pick Up (Station) - users can park calls at one station to be picked up at another station. Up to 50 calls may be parked at one station simultaneously. Calls parked to a group are protected. Only group agents or the person who parked the call can pick it up.
    • Call Park and Pick Up (System) - users can park calls at the system to be picked up at another station. An ID is assigned to the call when parked. The user can pick up a parked call by entering a feature code and the Parked ID.
    • Call Park Ring Back Identification to Operator - when parked calls are not picked up, the operator is rung.
    • Call Restrictions - restricts users from dialing specific long distance area codes and phone numbers. Reduces the risk of toll fraud. 
    • Caller ID - fully supports the Bellcore Caller ID standard and displays alpha and numeric caller ID and name on a standard analog telephone with a display. Up to 64 characters are transmitted and displayed. If your local exchange carrier provides enhanced caller ID, such as caller name, this information will also be displayed.
    • Caller ID Routing - the system administrator can define Caller IDs in a routing table and set different routing options.
    • Centrex Transfer - allows the user to transfer or forward calls to an external telephone number. Once the transfer is complete, the trunk lines are released.
    • Conference Call (Station) - the system supports conference calls with up to 6 parties, including the dialing extension. You can speak privately to each person before adding the person to the conference. The conference initiator can mute conference members from MaxCommunicator and MaxAgent.
    • Conference Call (MeetMe) - multiple parties can call into a pre-scheduled conference bridge to join a conference call. The conference host can mute or drop conference members.
    • Configurable Phone Display - the system administrator can configure the Caller ID, Name, or DNIS number displayed on a phone set.
    • Conversation Recording - an extension user can record a conversation to voice mail or, with the appropriate license, to a central folder.
    • Dialed Digit Translation - allows the administrator to select a single dialed digit that can be assigned to route a call to any destination. First Digit Translator allows the administrator to select a single dialed digit that can be assigned to route a call to any destination. Extension Dialed Digit Translator allows predefined dialed digits by an extension to be translated into a different dialing string. The digit manipulation option allows you to remove or add digits to a number dialed by the extension. 
    • Dial Last Caller - allows user to dial the last caller using #69.
    • Direct Inward Dial (DID) - allows an incoming trunk call to directly access an extension without IVR intervention.If your local exchange carrier provides DID service, DID calls will automatically be steered to the appropriate destination.
    • Directory Name Announcement - the extension user’s directory name will be announced to the caller before the call rings to a phone.
    • Distinctive Call Waiting Tone - allows three different call waiting tone cadences to distinguish between internal, external, and operator calls.
    • Distinctive Ringing - allows three different ringing cadences to distinguish between internal, external, and operator calls.
    • Do Not Disturb - blocks all calls coming into a specific extension and sends them to preprogrammed destinations such as voice mail or the operator. 
    • Extension Activity Display and Greeting - allows users to select from a set of pre-defined or customized activity codes that can be played or displayed when the user is absent. A greeting associated with the activity can be recorded and played to the caller. The activity is displayed if the caller is a MaxCommunicator, MaxAgent, or IP phone user.
    • Extension Based Feature Profile - the system administrator is able to create an extension feature profile that includes enabling and disabling of extension features.
    • FSK-based Message Waiting - allows message waiting that is based on frequency-shift keying (FSK), a modulation technique for data transmission. 
    • Hands Free (dial tone mute) Mode - by pressing #82, allows a user to leave handset off-hook or use a headset without having to hear the dial tone. 
    • Hands Free (Intercom) Mode - by pressing #81 while on their speaker phone, users can receive internal calls without having to pick up the handset to answer. 
    • Holiday Routing - routes inbound DNIS and trunk calls on designated holidays to specified destinations. You can create separate routes for business and non-business hours on half-day holidays. Multiple Holiday Profiles can be configured in a system. Also, multiple Holiday Profiles can be assigned to DNIS Routing, Caller ID and Trunk In Call Routing entries.
    • Hop Off Calls over VoIP or T1/PRI Tie Trunks - multiple systems at the same or remote locations can be linked through VoIP or T1/PRI networks. Also, this feature provides toll savings on long distance calls by allowing users to dial a remote system via VoIP or T1/PRI trunk and then the destination phone number through PSTN.
    • Hunt Group - a group of extensions can be set up to perform call coverage, so that if the first extension is busy, the next extension is hunted until a free extension is found. If all extensions are busy, the incoming call will be queued and listen to background music.
    • Individual and System Call Pick Up - allows users to answer a ringing telephone from another station.
    • Intercom Call - by pressing #93 on an analog phone, users can make an intercom call to an AltiTouch 510 or an Altigen IP phone. If the phone is in idle state, the phone speaker will be turned on, and the voice path is connected. If the target phone is busy, the caller will hear a busy signal. This feature can be enabled or disabled per extension by the administrator.
    • Line Park - allows for a set of 99 lines to be used as a park pool, where trunk incoming calls can be parked automatically, (by routing/call handling treatment in MaxAdministrator). Park Lines are organized into groups, with up to 99 groups supported. Parked Lines can be assigned to an IP phone programmable key for call pickup. Line Park group has busy queuing and time out transfer options.
    • Live Call Handling - allows a caller to hear a ringback tone when the extension user is in voice mail, paging, transfer, or conference state. Designed primarily for the operator, the call is shown as “ringing” in AltiConsole.
    • Meet-Me Conference - MeetMe conference scheduling, monitoring and control.
    • Mobile Extension - allows a regular CO-connected PSTN phone, such as a home phone or cell phone, to be used to simulate a PBX office extension. A Mobile Extension has most of the PBX system’s call control and call center features. The trunk property is dynamically changed between regular PSTN trunk and MobileExt trunk. The MobileExt user has the option to press any digit to connect to a call. By pressing ** to end a call, the system will simulate on-hook/off-hook sequence and play a dial tone to the MobileExt user.
    • Multi-lingual support - supports multiple sets of system and custom language phrases. Up to 9 different sets of language phrase can be configured. A language preference tag can be assigned to the extension user or selected by the incoming caller. The system plays the specified language when the extension user accesses system features or the external caller reaches a voice mail box.
    • Multiple Call Waiting with Personalized Greetings - a personal queue that allows users to handle multiple incoming calls by letting callers wait in queue until the user answers the call. This allows users to transfer or park calls before answering the next call in queue. Users may also record and use personalized Initial and Subsequent greetings to be played for callers in queue.
    • Music on Hold - allows callers to hear music or pre-recorded messages while waiting on hold. Music source can be either from an external audio device connected to a telephony board audio input port, or from a pre-recorded music file played by a VoIP board.
    • One Number Access - a feature that eliminates “telephone tag” by allowing the caller to find the extension user through preset numbers, according to a designated schedule. Setup is available through the One Number Access tab of Extension Configuration and/or the MaxCommunicator and MaxAgent client applications. An ONA password is optional. The user can press any key to pick up an ONA call. ONA Call Screening allows a user to enable a call screening option to ONA, where a caller is prompted to record a caller name to continue ONA. 
    • Operator Off-line - when this feature is enabled, all calls are directed to the AA. When the caller dials 0 and the operator is not available, the call is routed to the operator mailbox.
    • Out Call Routing Configuration - allows outgoing calls to be directed to particular trunk routes, based on a configured dialing pattern.
    • Outside Call Blocking - when this feature is enabled, access to outside lines is temporarily disallowed.
    • Paging (IP) - allows paging over IP to a group of internal IP phones.
    • Paging (analog trunk or station port) - allows paging through a Zone paging device connected to an analog trunk or station port.
    • Paging (Audio-Out Port) - allows paging though a speaker connected to an audio output port.
    • Personal Call Park and Pick Up - users can park calls at one station to be picked up at another station. Up to 50 calls may be parked at one station simultaneously. Calls parked to a group are protected. Only group agents or the person who parked the call can pick it up.
    • Single Call Waiting - allows users to put an existing call on soft hold and take a second call upon hearing a Call Waiting tone. The user can then alternate between the two calls.
    • SIP Third-Party Devices - allows certified third-party SIP devices (for example, a 3rd party IP phone) to register as an IP extension. Note: A license is required to enable this feature for an extension. (Release 5.2)
    • Station Log In/Log Out - enables system users to move an extension number from one station to another, or deactivate an extension.
    • System and Station Speed Dial- allows programming of frequently used telephone numbers for speed dialing. Up to 60 system speed numbers can be programmed. Up to 20 station speed numbers can be programmed for each extension. 
    • System Backup and Restore - allows back up of configuration data and voice mail boxes, based on a configured schedule. 
    • Transfer Caller to Altigen Voice Mail System - allows user to transfer outside caller into the Altigen Voice Mail System by pressing FLASH # 40 while connected to the caller.
    • Transfer Caller to AA - allows a user to transfer a call to an AA by pressing FLASH #15 and then the 2- or 3-digit AA number.
    • Virtual Extensions - an extension that is not associated with a physical port, but allows access to the Altigen Voice Mail System features and telephone sharing.
    • Workgroup Call Pickup - allows agent or supervisor to pick up a specific call in queue.
Automatic Call Distribution Features
  • Advanced Queue Management Application - enables advanced queuing options:
    • One-level AA menu selection from queue
    • Advanced queue overflow for configuration of overflow conditions and actions
  • After Hours Handling for Workgroups - a workgroup can be assigned a Business Hours Profile through MaxAdministrator. Also, after hours routing decisions can be configured for each day of the week. When a call is forwarded to this workgroup after hours, the call is routed automatically, based on the routing decision for that day of the week.
  • Agent Login/Logout - allows huntgroup/ workgroup members to log in and out of a group so that incoming calls bypass the workgroup member (agent) who has logged out and the call is automatically routed to other login agents. 
  • Agent Logout Reason Codes - allows a workgroup member to enter a reason code when signing off. Up to 20 reason codes may be defined.
  • Agent Set to Not Ready When RNA - when a workgroup call rings an agent and is not answered, this feature automatically sets the agent state to Not Ready.Agent Auto Logout When RNA - when a workgroup call rings an agent and is not answered, this feature automatically sets the agent state to Logout for that particular workgroup.
  • Call Queuing - places caller in a queue to wait until an ACD group member becomes available.
  • Call Queue Announcement - before a call enters a workgroup queue, the system announces the expected wait time or call queue length to the caller.
  • Call to Queue Alert - agents can be alerted via a beep and a screen alert when a call enters the workgroup queue.
  • Distinctive Ringing for Workgroup Calls - allows workgroup incoming calls to use a different ringing cadence from normal calls.
  • Inter Call Delays - can be used to set delays before the system sends the next call to an extension after the agent finishes an outbound call or other non-workgroup call activity. 
  • Login/Logout/Keep Login Status on system startup or reboot - all group members can be set to the “Login” or “Logout” state at system startup or reboot. By default, group members are set to “Keep Login Status.”
  • Multiple Queue Announcements - allows each group to have its own set of unique audio announcements. Up to five announcements can be configured for each group. The intervals between announcements can also be configured.
  • Multiple Workgroup Membership - allows each extension to belong to multiple groups. The system can be configured with a maximum of 64 groups (workgroup/hunt groups/paging groups).
  • Multiple Workgroup Log In and Log Out - lets group members quickly log in and out of multiple groups. (#54 and #56)
  • Picking/Transferring Calls from Group Queue - enables an extension to pick any call in queue using MaxAgent or AltiConsole. MaxSupervisor is also able to transfer a workgroup queued call to any extension, workgroup, AA, voicemail or outside number.
  • Priority Queuing - allows for calls in queue to be associated with a priority. The call priority can be assigned though Caller ID routing, DNIS routing, AA, or other add-on applications. Call distribution is based on the call priority and queue time. Call priority can be escalated if queue time exceeds a certain limit.
  • Queue Announcement - before a call is sent to a group queue, expected wait time and call position are announced.
  • Quit Queue Option - a caller can press “#” or “0” to leave a workgroup queue to transfer to group voice mail, AA, extension, another group, or an operator.
  • Ready/Not Ready - agent can set state to “ready” (#90) or “not ready” (#91) to inform the system whether the agent is able to receive the next call while logged in to a workgroup.
  • Real Time Monitoring - Workgroup’s calls in queue, longest queue time, # of calls exceed service level threshold, and service level.
    • Number of agents in Login, Logout, Idle, Busy, Not Ready, Wrap-up, DND/FWD, or ERROR state.
    • Workgroup and Agent’s performance summary data output to client applications.
  • Service Level Threshold - a time value for callers waiting in queues. The performance statistics show when workgroup calls are queued for longer than a prescribed value.
  • Single/Multiple Call Handling for Workgroups - allows the workgroup administrator to select single or multiple calls handling operation for workgroup agents when holding a workgroup call.
  • Skill-Based Routing - this feature includes the following capabilities:
    • Assigning skill level requirement (SKLR) to caller
    • Assigning skill level (SKL) to agent 
    • Matching caller’s SKLR to agent’s SKL
    • Setting skill coverage and escalation rules
  • Supervisor Silent Listen - allows a workgroup supervisor to silently listen to a call between workgroup agent and caller. Personal calls can also be silently listened to by a workgroup supervisor.
  • Supervisor Barge In - allows a workgroup supervisor to barge into a call between workgroup agent and caller. Personal calls can also be barged in to by a workgroup supervisor.
  • Supervisor Coach (Whisper) - allows a workgroup supervisor talk to a workgroup agent without the other party hearing. 
  • Queue Overflow Handling - routes incoming calls to an alternate destination when the queue reaches one of the following conditions:
    • Calls in queue exceed defined limit
    • Longest queue time exceeds defined limit
    • Specified percentage of calls in queue with queue time longer than defined service level threshold
  • Workgroup activity data logging - in addition to CDR data, the following data are logged to a database during workgroup operation:
    • Agent activity - Login, Logout, Not-Ready, Wrapup, DND/FWD, Error
    • Agent’s call summary per workgroup
    • Agent’s call statistics for all workgroups
    • Workgroup operation summary
  • Workgroup Activity Monitoring - allows real-time monitoring of workgroup information — group status, call queue status, details of group queue entries, and agent status. Activity summary is available through a group view window in MaxAdministrator, MaxAgent, and MaxSupervisor.
  • Workgroup Call Distribution - calls can be distributed to the first available group member, or among group members according to the following options:
    • Ring First Available Member
    • Ring Next Available Member
    • Ring All Available Members
    • Ring Longest Idle Member
    • Ring Average Longest Idle Member
    • Ring Fewest Answered Calls
    • Ring Shortest Average Talk Time
    • Skill-Based Routing
  • Wrapup Time - allows a group member some time in between calls to wrap up on notes, prepare for the next call, or log out of the group. This wrapup time is configurable on a per-agent basis
Auto Attendant (AA) Features
  • Dial By Name - allows a caller who does not know your extension number to spell your name using the telephone key pad. The system will search the Directory and make a match on the name to connect the caller to the intended party’s extension. The caller can match first OR last name when dialing by name.
  • Data-Directed Routing - allows the routing of calls directed by the caller’s input (digit or text). Third-party applications can be used to route incoming calls based on caller information.
  • Digit Collection - caller can be prompted to enter numbers, which are then collected and used for routing the call. 
  • Direct Station Transfer - allows the AA to handle all incoming calls instead of being answered by an operator. Callers can dial an extension number to reach a specific station or use the name directory to find an extension number.
  • Mailbox Access- allows employee to log into voice mail box from AA when calling in from outside.
  • Multiple AA Support - allows up to 255 auto attendants.
  • Name Directory Service - allows callers to hear a list of employees and their extension numbers.
  • Programmable Time-Out Handling - allows the administrator to select the action the system should take if there is no digit dialed by the caller within a specified number of seconds.
  • Set Call Priority - allows the administrator to assign a priority level to an AA menu.
  • Set Skill Level Requirement - allows the administrator to assign a skill level requirement to an AA menu.
  • Web-based Call Processing - allows the AA to accept calls placed over the AltiWeb application.
Voice Mail Features 
The Voice Mail System is a message management system that provides the calling and the called parties with enhanced communication features. It allows greater accessibility, faster reply time between parties, and reduces the frustration of telephone tag.
  • Configurable voice mail playing order - Administrators can configure users’ voice mailboxes to play the oldest or the newest message first.
  • Disable a Mailbox - voice mailboxes can be disabled so that callers cannot leave messages.
  • Future Delivery - allows users to record a message to be delivered at a specific time and date in the future, up to one year in advance.
  • Information Only Mailbox - a mailbox can be configured to announce customized pre-recorded information when accessed. This mailbox does not allow callers to leave a message, but only to listen to the message announcement (personal greeting) from the mailbox. To repeat the message, callers are instructed to press the # key.
  • Making a Call from the Voice Mail System - allows users to make a call from within the Voice Mail System by pressing # at the Main Menu and entering the internal extension or external phone number. This is especially useful while traveling where users can respond to all messages and make other calls not associated with a message, all with one call into the Voice Mail System. This can result in significant savings. The use of this privilege is configurable on a per-user basis.
  • Message Management - receives, sends, forwards, deletes, and replies to messages.
  • Message Notification - designed to alert you of new voice messages in your mail box by calling an extension, phone or pager number. A notification schedule can be set for business hours, after business hours, at any time or at a specified time. You have an option of being notified of all messages or only urgent messages. 
  • New and Heard Voicemails Announced - Heard voicemails are announced, as well as new and saved voicemails, when users access voicemail.
  • Personal/Activity Greeting - allows users to record personal and/or activity greetings in their own voice to be played when callers reach their voice mail.
  • Press “0” Option for Extension in Voice Mail - allows a caller to press “0” while listening to an extension’s greeting. The “0” can be configured by the administrator to forward the user to operator or other destinations.
  • Priority Delivery - allows caller to set the priority of message delivery such as normal or urgent.
  • Private Messaging - allows users to leave a private message in their voice mail for the expected caller.
  • Reminder Calls - are used to remind you of important meetings, things to do or people to call.
  • Remote Access - allows users to access the Voice Mail System from outside by dialing into the AA and pressing # to log in; or pressing ### from any internal extension to access any voice mail box.
  • Return to AA - after leaving a voicemail message and pressing # to send it, incoming trunk callers are prompted with the option to return to AA to try another path or person.
  • Set Call Forwarding from Voice Mail - users can set up Call Forwarding from within the Voice Mail System. This allows users to set up Call Forwarding while away from the office. 
  • Voice Mail Distribution List - allows the user to use system distribution lists or personal distribution lists for forwarding voice mail. Up to 100 distribution lists can be created. Each distribution list can have up to 64 entries, and any entry can be another distribution list.
  • Zoomerang - allows users to listen to messages in the Voice Mail System, make a return call to a party who left a message, and then return to the Voice Mail System to continue checking the next messages, all in a single call into the Voice Mail System. If the caller ID information is not captured, the user may enter the “call back” number manually.
Internet Integration Features
  • Exchange Integration - provides message synchronization between MaxCS and a Microsoft Exchange server on the LAN. This feature allows for dynamic synchronization of mail between the two servers so that deleted messages from one server get automatically deleted in the other server. Similarly, a new message sent to one server is transmitted to the other server. This way, the message can be accessed or deleted from either server. For example, when a voice mail is deleted from MaxCS, it is automatically deleted from the Exchange server too. In addition, MaxCS supports the Exchange Server 2007 Bridged access to Exchange 2007. In this mode, the Altigen voice mail provides an option to the user to access Exchange 2007's speech enabled auto attendant. MaxCS also supports Native VM integration with Exchange 2007. In this mode, MaxCS uses Exchange 2007 as “Native VM” storage for a system-wide integration with all the Altigen extensions as a unified messaging enabled Exchange account.
  • Mail Forwarding - allows you to forward voice mail to an e-mail address. The destination address can be an IP address such as, or a domain name such as altigen.com. 
  • Remote Download of Messages via Internet - allows users who are traveling and/or working at home to download all new voice and e-mail messages in the Voice Mail System Post Office Box via a local internet access line.
System and Administration Features
  • AA Configuration File Export- lets you export your complete AA configuration to an html file. 
  • AA Copy - An AA configuration can be copied, forming the template for a new AA.
  • Alerting - An announcement can be sent to Voice Mail when the e-mail server disk is full.
  • “Apply To” Feature - applies changes (only the field that was changed) to multiple extensions, trunks or channels instead of having to change them one at a time.
  • Call Detail Reporting (CDR) - the system collects and records information on outgoing and incoming phone calls, such as length of call, time of call, number of calls. This data is written to an internal database. 
  • Configurable Emergency Number - For international use, allows the system administrator to set up country-specific emergency numbers.
  • DNIS Routing Tables - incoming trunk calls can be routed to an AA, extensions, workgroups, hunt groups, and so on, based on DNIS numbers configured in the system administration routing tables.
  • E-911 Calling Support - allows an administrator to designate a number of trunks (Triton Analog or PRI) for dedicated E-911 use. CAMA trunks are supported by analog trunk ports.
  • E-mail and Voice Mail Storage - can be placed on drives other than the system drive.
  • Emergency (911) Call Notification to Extension/Outside Number - when any extension dials an emergency number, the system can make calls to pre-configured extensions or outside numbers. A system can have more than one emergency notification number configured.
  • Extension Checker - a tool that checks the security status of every extension in your system.
  • Extension Password Protection for Application Logins - the system maintains a counter for each extension to track CTI client application login failures. When eight successive failures are reached, the system disables login connection for 1 to 24 hours to prevent password intrusion. Applies to login from MaxCommunicator, MaxAgent, MaxSupervisor, AltiConsole, CDR Search, and other add-on applications.
  • Feature Profiles - allows administrators control over user access to system feature codes.
  • License Assignment - A License menu allows administrators to easily verify and assign licenses.
  • Log In and Log Out - An administrator can log in and log out a workgroup member from the Workgroup Configuration window in MaxAdministrator.
  • Monitor List - lets you configure an extension’s privilege to see other extension’s call activity through MaxCommunicator or MaxAgent.
  • Password Security - allows administrators to lock extensions that have been “attacked” with false password attempts and to set default system passwords for newly created or newly assigned extensions.
  • Out Call Routing Configuration - allows outgoing calls to be directed to particular trunk routes, based on parameters assigned in the Out Call Routing table.
  • Remote Administration - a version of the MaxAdministrator application that can be installed on a Windows 2000/2003/XP client computer to remotely administer one or more systems.
  • Transmit Extension Calling ID - each extension can be configured with a calling ID. When an outgoing call is made by this extension through PRI or IP trunks, the calling ID is displayed as the Caller ID to the receiving caller.
Voice over IP Features
  • Bandwidth Control for VoIP Sessions - Each server can configure the maximum concurrent VoIP sessions based on its Internet or intranet bandwidth. This feature is to ensure that voice quality will not be impacted if too many VoIP sessions are connected at the same time.
  • Codec Profile - Multiple codec profiles with different settings can be created and applied to different locations. Each profile can have a different codec, jitter buffer, and packet length to accommodate different IP connections.
  • DNIS Name Display and Routing over IP Tie Trunk - allows for DNIS information to be transferred to the other system when routed over IP tie-trunks. DNIS name of matched entry can be displayed at AltiConsole, MaxCommunicator, MaxAgent, and handset.
  • Caller ID/Name Sent Over IP Tie Trunk - SIP supports sending the caller’s name, so SIP and H.323 calls may display different caller ID information.
  • DTMF payload embedded with RTP (RFC 2833) - this feature helps to resolve DTMF tone detection and regeneration when using G.723.1 or G.729 codecs. Low bit rate compression can distort DTMF tones during compression and cause the far end device to not be able to recognize the DTMF digits. RFC 2833 specifies a separate RTP payload format to carry DTMF information to ensure the other side can recognize the tone properly.
  • Dynamic Jitter Buffer - due to various delays in the IP network, audio packet streams may be delivered late or out of order. The system is able to buffer incoming packets and re-sequence them by maintaining a queue. This queue is adjusted dynamically to accommodate different network environment characteristics.
  • Echo Cancellation - due to bandwidth limitations and device loading, long delays may occur during packet delivery process, which worsens the echo effect voice speech. Echo cancellation is provided to maintain reasonable voice quality.
  • G.711 Codec - toll quality (64K) digital voice encoding, which guarantees interoperability and better voice quality.
  • G.723.1 Codec - a dual rate audio encoding standard, which provides near toll quality performance under clean channel conditions.
  • G.729 A+B Codec - speech data encoding/decoding standard of 8 Kbps.
  • Global IP Dialing Table - The IP Dialing Table is configured in Enterprise Manager. The IP Dialing Table configuration is used to create location-based routing in the Enterprise. 
  • H.323 Tie-Trunk Support - Ensures backward compatibility to systems using Altigen’s AltiWare versions prior to 5.1. 
  • IP Extension Auto Failover - when an IP extension is unreachable, the system will automatically fail over to a pre-configured Mobile Extension.
  • IP Group Paging - allows the use of voice paging to IP phone users in a group.
  • NAT Configuration for SIP/H.323 - When MaxCS is behind NAT with a private IP address, this feature helps to resolve IP address resolution problems when communicating with an external VoIP device.
  • Silence Detection and Suppression - when silence suppression is enabled and silence is detected, the system stops sending packets to the other side. The other side does not receive any packets and plays silence.
  • VoIP Hop-Off Call Support - allows an extension to access a PSTN trunk on the remote system and “hop off” to dial an outside telephone number. This hop off feature can be enabled or disabled on the remote system. Outcall restrictions for hop off calls are configurable.
  • SIP Trunk Support - MaxCS enables Altigen’s system to connect to IP-based trunking service providers via SIP. 
  • SIP NAT Traversal - Allows MaxCS to connect to a remote SIP phone or IPTalk behind NAT without changing the NAT setting at the remote location.
  • Support for RFC 2833 (DTMF payload embedded with RTP) - Supported in SIP trunks only. This feature helps to resolve DTMF tone detection and regeneration when using G.723.1 or G.729 codec. Basically low bit rate compression will distort DTMF tone during compression. The far end device may not be able to recognize the DTMF digits. RFC 2833 specifies a separate RTP payload format to carry DTMF information to ensure the other side can recognize the tone properly.
  • Support for both SIP and H.323 Tie Trunk - When setting up a system-to-system VoIP tie trunk, either SIP or H.323 protocol can be used.
Multi-Site VoIP Management - Enterprise Manager
  • VoIP domain - when networking multiple Altigen systems from different sites, one system can be assigned as VoIP domain controller to propagate configuration data to member systems.
  • Directory Synchronization - when a new extension is added to one of the member systems and configured as Global extension, the VoIP domain controller will propagate this extension to all member systems. Every member system within the VoIP domain will be able to see the extension number plan of other systems.
  • Multi-site Call Routing - when a user dials an extension number that is not a local extension number, the system will search the Domain extension list. If a list is found, the system will dial the number by using the IP address and extension number stored in the Domain extension list.
  • Domain User Management - The VoIP domain controller can resolve the conflict if duplicated extension numbers are created in different member systems. This feature also manages extension relocation. When an extension user is relocated to another member system, its voice mail and greeting can be moved along with it.
  • Global Least Cost Routing - when multiple systems are in different area codes or countries, the administrator can set up Global Least Cost Routing to route long distance or international calls through member systems. The routing rules are propagated to all members automatically.
  • Global Dial-by-Name and Greeting Synchronization - Caller using the dial-by-name feature from any system within the VoIP domain can search the entire global directory. The global extension’s greeting is replicated to all systems within the VoIP domain. 
  • Global Extension Relocation by User - When a global extension user travels to any site, the user can dial #27 to log in to the local server. Enterprise relocates the user’s extension setting and voice mail to the local server and activates the extension as a physical extension. All member systems receive an update notice from Enterprise Manager to change the routing destination. 
  • Global DID Number List - The DID number field is part of the global extension configuration. When a call comes in with a DID number, the system looks for a local extension with the same DID number first. If the system cannot find a matching local extension, it will match the global extension DID number and route the call. 
  • Global Extension Appearance - With proper configuration, the IP phone user can see the following information for a global extension in the VoIP domain: line state (idle, busy, ring, error), extension status (DND), and activity (presence). This information can be displayed in MaxCommunicator/MaxAgent/AltiConsole and on the IP phone. Limitation: For display only; user cannot answer calls for the global extension. 
  • Global Intercom - An extension user can dial #93 + Global Ext. to intercom a Global extension (through a SIP tie trunk.
Optional Add-On Software
  • AltiConsole - a Windows-based Attendant console connected to MaxCS over a network; emulates a standard, hardware-based Attendant console through software; has the flexibility of adding new features through software without changing the hardware. 
  • MaxCommunicator - a Microsoft .NET-based desktop call control and Windows pop-up application that interacts with the system, providing easy-to-use dialing, call control, monitoring, and voice mail management capability.
  • MaxAgent - a workgroup user version of MaxCommunicator; in addition to MaxCommunicator features, also provides call statistics, call wrap up with data entries, workgroup login/logout with reason codes and agent ready/not ready status. 
  • MaxSupervisor - allows a workgroup supervisor to view an agent’s real-time activity, log in/log out an agent, view workgroup and agent operation statistics, listen/barge-in/coach an agent’s conversation. 
    • All workgroups a supervisor is monitoring are displayed in a single view, making it easy to see what’s happening in all groups at once.
    • A graphical view (trend lines) displays workgroup statistics to help make better staffing decisions.
    • Supervisors can check workgroup voice mails without needing a separate license or needing to log in as an agent.
    • In the MaxCS ACM version, the following features are available:Color coded priority in queue, Change caller’s priority, Record agent’s conversation with indicator
    • AltiReport - application that can report an agent’s and workgroup’s operation details, including summary, analysis, and charting.
    • Advanced Call Router - a call handling application that matches incoming call data or collected digits against a customer’s CRM record to determine how to route the call. It has the capability to set call priority and caller’s skill level requirement.
  • CDR Search - a call reporting tool that allows administrators to search CDR files for records that meet selected criteria, and allows workgroup supervisors to get workgroup CDR statistics.
  • IPTalk - an IP softphone to allow a MaxCommunicator or MaxAgent user to log in to a system as an IP extension. IPTalk supports G.711 and G.723.1 codec only.
  • MaxInSight - a workgroup performance application that provides call center managers and agents with the ability to track workgroup status and performance data from a wall-mounted LCD panel or from their PCs. MaxInSight includes the ability to see the following for single or multiple workgroups:
    • Real-time queue status 
    • Real-time workgroup resource status
    • Daily operation results
    • Trends of data over time
  • SuperQ - a Java-based application designed to queue and distribute calls for call centers with workgroups located in different geographic locations or across multiple Altigen servers. SuperQ enables call centers to combine teams of workgroups from multiple locations into one virtual team.
  • VRManager - allows administrators/supervisors to convert, schedule backup/delete, and query recorded files.
  • SDK Tool Kit - offers a complete set of tools including APIs, documentation and sample programs, to enable a developer to begin programming rapidly and efficiently. It includes a self-installing CD-ROM containing Altigen SDK software. Session-based licensing is required for both Basic API and APC API interfaces.


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Last Updated
15th of October, 2019

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