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OctoberTechnical Publications15MXIE 10.0 User GuideAuthor: Zultys Training DepartmentMXIE is the software interface by which system users can access MX services and resources. This guideintroduces the most frequently used MXIE operations. This document covers features and functionality in MXIEversion 10.0. Previous versions of MXIE may not support all the features outlined in this document.For full installation information including requirements, please see the appropriate Installation guide for therespective Operating System. Installation guides include Fax, Video, and MXIE Application.Not all functions and services are available to all operating systems, please refer to the limitations section formore details on which services and functions are available per operating system.ICC Supervisor options such as Superview, and reporting are not included in this rnia,USA 94085www.zultys.com
Technical PublicationsNo part of this document may be reproduced or transmitted in any form or by any means, electronic ormechanical, for any purpose, without the express written permission of Zultys, Inc. Under the law, “reproducing”includes translating the document’s content into another language or format.Information in this document is subject to change without notice. Every effort has been made to ensure that theinformation in this document is accurate. Zultys, Inc. is not responsible for printing or clerical errors. Anytroubleshooting suggestions or suggestions for resolving common issues included in this document arerecommendations made by Zultys Technical Support team and are not guaranteed to resolve every issue thereader may encounter.MXIE User Guide (0000000154)/Revision 39October 7, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 2 of 173
Technical Publications1 Contents2 INTRODUCTION .123 REQUIREMENTS .123.1 MINIMUM SYSTEM REQUIREMENTS FOR MXIE CLIENT APPLICATION ON MICROSOFT WINDOWS .123.2 MINIMUM SYSTEM REQUIREMENTS FOR MXIE CLIENT APPLICATION ON APPLE MAC.123.3 MINIMUM SYSTEM REQUIREMENTS FOR MXIE CLIENT APPLICATION ON LINUX .134 LIMITATIONS .134.1 MAC.134.2 LINUX .134.3 WINDOWS .144.4 WINDOWS TERMINAL SERVER .145 MAC INSTALLATION .145.1 INSTALLATION PROCESS .145.1.1 DOWNLOAD THE INSTALL PACKAGE. 145.1.2 MOUNT THE DISK IMAGE . 155.1.3 INSTALLATION WIZARD . 155.1.4 EJECT/UNMOUNT THE DISK IMAGE. 175.2 RUNNING MXIE .175.3 CREATING SHORTCUTS TO THE MXIE APPLICATION .185.3.1 ADDING TO THE DOCK . 185.3.2 ADDING TO THE SIDEBAR . 196 LINUX INSTALLATION .206.1 INSTALLING PROCESS .206.1.1 DOWNLOAD MXIE FROM THE MX . 216.1.2 INSTALLING FROM RPM . 216.2 STARTING MXIE .226.3 CREATING AN ICON .246.4 CREATE A PANEL ICON .24MXIE User Guide (0000000154)/Revision 39October 7, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 3 of 173
Technical Publications6.5 CREATE A DESKTOP ICON .256.6 TWINKLE SETTINGS .266.6.1 CONFIGURING TWINKLE . 267 WINDOWS TERMINAL SERVER INSTALLATION .287.1 INSTALLING PROCESS .288 MXIE WINDOW COMPONENTS .298.1 WINDOWS .298.2 MAC.308.3 LINUX .318.4 TOOLBAR .318.5 PRESENCE BAR .318.6 SESSION LIST .329 MXIE PREFERENCES.329.1 APPEARANCE .329.2 APPLICATION SETTINGS .339.3 TOOL BUTTON STYLE .339.4 APPLICATION .369.4.1 STAY IN SYSTEM TRAY. 369.4.2 LAUNCH AT WINDOWS STARTUP . 369.4.3 STAY ON TOP . 379.4.4 POPUP NOTIFICATIONS . 379.5 AUDIO DRIVERS .379.6 CALLS PREFERENCES .389.6.1 APPEARANCE . 389.6.2 CALLS . 399.7 DEVICE ACCESS POLICY PREFERENCES .399.7.1 BINDING TO MY DEVICES . 409.7.2 FOR MULTIPLE INCOMING CALLS . 409.8 CALL MANAGEMENT .419.8.1 SEPARATE SESSION AREAS FOR EACH OPERATOR AND CALL GROUP . 419.8.2 ONE SESSION AREA FOR OPERATOR GROUPS AND ANOTHER FOR CALL GROUPS. 429.9 CALL LOG PREFERENCES.43MXIE User Guide (0000000154)/Revision 39October 7, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 4 of 173
Technical Publications9.9.1 SHOW CALL LOG . 439.9.2 CALL LOG LIMITATIONS . 439.10 INSTANT MESSAGING .439.10.1 POP UP NOTIFICATION WHEN MESSAGE IS RECEIVED . 449.10.2 BRING MESSAGE WINDOW TO THE FRONT BUT DO NOT CHANGE FOCUS . 449.10.3 SAVE SESSIONS IN THIS FOLDER . 449.10.4 ALWAYS DOCK INSTANT MESSAGE WINDOWS . 459.10.5 DOCK INSTANT MESSAGE WINDOWS TO MAIN WINDOW . 459.11 INSTANT MESSAGING MESSAGES .459.11.1 MESSAGE SENDING OPTIONS . 459.11.2 INSTANT MESSAGES TO PHONE . 469.12 MESSAGES .469.12.1 LOCAL VOICE MAIL STORAGE FILE LOCATION . 479.12.2 DELETE POLICY . 479.12.3 PLAYBACK POLICY . 489.13 MESSAGES CONFIRMATIONS .489.13.1 CONFIRMATIONS . 499.14 NOTIFICATION.499.14.1 AVAILABLE NOTIFICATION RULES . 509.14.2 RULE DESCRIPTION . 509.15 PRESENCE .519.15.1 PRESENCE ICONS . 519.15.2 AUTOMATIC PRESENCE CHANGE . 529.15.3 PEOPLE WHO CAN VIEW MY PRESENCE . 539.15.4 PRESENCE FOR USERS . 549.15.5 PRESENCE FOR OPERATORS . 559.15.6 PRESENCE FOR ACD AGENTS . 559.15.7 MANUAL STATE TRANSITIONS . 559.16 SOFTPHONE (WINDOWS & MAC ONLY) .569.16.1 PREFERRED CODECS . 569.16.2 AUTO ANSWER . 579.16.3 SIP REGISTRATION. 579.17 SOFTPHONE AUDIO PARAMETERS .579.17.1 AUDIO DEVICES . 579.18 SUPERVISOR .57MXIE User Guide (0000000154)/Revision 39October 7, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 5 of 173
Technical Publications9.18.1 AGENTS STATUS . 589.18.2 WALLBOARD . 589.18.3 SUPERVIEW ON TOP . 5910 HOT KEY SEQUENCES FOR MXIE FOCUS & SCREENDIAL .5911 TYPES OF KEYBOARD CONTROL .6011.1 MAIN KEYBOARD SHORTCUTS .6011.1.1 WINDOWS AND LINUX. 6011.1.2 MAC . 6211.2 10-KEY NUMBER PAD SHORTCUTS .6511.3 TRANSFER DIALOG BOX SHORTCUTS.6512 SESSION CONTROL BUTTONS .6613 BUDDY LIST .6614 STATUS BAR .6715 INSTANT MESSAGES AND CHATS .6716 MESSAGE WINDOW .6717 MESSAGE WINDOW COMPONENTS .6818 DOCKING MESSAGE WINDOWS .6919 INSTANT MESSAGES .7019.1 TO SEND AN INSTANT MESSAGE: .7020 DEVICE MANAGEMENT.7120.1 MANAGED DEVICES .7120.2 UNMANAGED DEVICES .7120.3 REGISTERED CONTACT .7221 BINDING TO A PHONE.7221.1 BINDING STATUS .74MXIE User Guide (0000000154)/Revision 39October 7, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 6 of 173
Technical Publications21.2 BIND DEVICE BY ID .7521.3 BIND TO EXTERNAL PHONE .7521.4 BIND REGISTERED CONTACT .7621.5 BIND BY A CALL FROM THE DEVICE.7621.6 BIND TO INTERNAL SOFTPHONE.7621.7 BIND RECENT .7721.8 CANCEL A BOUND DEVICE .7822 DEVICE MONITOR .7823 MAKING AND RECEIVING CALLS .8023.1 TO PLACE A VOICE CALL FROM A BOUND DEVICE THROUGH MXIE: .8023.2 TO INITIATE A MXCONFERENCE CALL FROM A BOUND DEVICE THROUGH MXIE:.8123.3 RECEIVING A VOICE CALL .8123.4 TO ANSWER A CALL:.8223.5 TO REJECT A CALL: .8223.6 TO SEND A CALL DIRECTLY TO VOICE MAIL: .8223.7 HOLD .8223.7.1 DEVICE ACCESS POLICY MANAGE BY MXIE. 8323.7.2 DEVICE ACCESS POLICY MANAGE BY DEVICE . 8323.8 BLIND TRANSFER .8423.9 TO PERFORM A BLIND TRANSFER: .8423.10 ATTENDED TRANSFER .8423.11 TO PERFORM AN ATTENDED TRANSFER: .8423.11.1 DEVICE ACCESS POLICY MANAGE BY MXIE. 8523.11.2 DEVICE ACCESS POLICY MANAGE BY DEVICE . 8523.12 PARK .8623.13 TO PICK UP A PARKED CALL: .8623.14 CALL RECORDING .8624 TERMINATING THE CONNECTION .8724.1 TO TERMINATE A VOICE CALL:.8725 PRESENCE FOR CALL GROUP USERS .8825.1 OPERATOR PRESENCE STATES INCLUDE .88MXIE User Guide (0000000154)/Revision 39October 7, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 7 of 173
Technical Publications25.2 ACD AGENT PRESENCE STATES INCLUDE .8825.3 HUNT GROUP AGENT PRESENCE STATES INCLUDE .8826 VOICE MAIL .8826.1 MAIL BOX DIRECTORY .
MXIE is the software interface by which system users can access MX services and resources. This guide introduces the most frequently used MXIE operations. This document covers features and functionality in MXIE version 10.0. Previous versions of MXIE ma
