Download MaxACD 6.5.8 Deployment Guide

Contents
Introduction .................................................................................................................................................. 3
Operational Notes..................................................................................................................................... 3
Requirements .............................................................................................................................................. 6
Server Requirements ................................................................................................................................ 6
MaxAgent Requirements .......................................................................................................................... 6
VRM (Voice Recording Manager) Requirements ....................................................................................... 6
MaxReports Requirements ....................................................................................................................... 7
Architecture.................................................................................................................................................. 8
Installation ................................................................................................................................................... 9
Step 1: Planning ....................................................................................................................................... 9
Step 2: Preparation................................................................................................................................. 10
Step 3: Create a New Trusted Application Pool on the Lync Server......................................................... 11
Step 4: Make the System a Lync Application Server ............................................................................... 12
Step 5: Install MaxACD 6.5.8 .................................................................................................................. 17
Step 6: Install the UCMA Application Service .......................................................................................... 20
Step 7: Check the MaxACD System’s Firewall Exception List.................................................................. 22
Step 8: Install the Server SDK Proxy on Lync Front-end Servers............................................................. 23
Step 9: Check Each Lync Front-end Server’s Firewall Exception List ...................................................... 25
Step 10: Configure MaxACD to Interact with Lync Server ........................................................................ 26
Step 11: Publish the Topology ................................................................................................................ 30
Configuration ............................................................................................................................................. 32
Step 12: Configure Firewall/NAT Ports.................................................................................................... 32
Step 13: Configure Exchange Server ...................................................................................................... 33
Step 14: Configure a Lync User as a MaxACD Agent Extension ............................................................. 34
Step 15: Configure Call Routing from Lync Server to MaxACD................................................................ 36
Step 16: Configure Outbound Workgroup Call Rules............................................................................... 39
Step 17: Configure MaxACD for Lync Routing ........................................................................................ 41
Step 18: Configure Voicemail Access ..................................................................................................... 44
Troubleshooting ......................................................................................................................................... 45
Performance .............................................................................................................................................. 46
AltiGen Communications, Inc.
410 East Plumeria Dr. San Jose, CA 95134
Telephone: 888-AltiGen (258-4436) Fax: 408-597-9020
E-mail: [email protected] | Web site: www.altigen.com
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MaxACD for Lync 6.5.8 Deployment Guide
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