AltiGen MAXCS 7.5 Salesforce Connector Configuration Guide - Manual (Page 11)

MaxCS Salesforce Configuration Guide Page 11 of 17
About Call Control
The MaxCS Connector softphone does not provide call control features. For example, there is no Answer
or End Call button. In addition, calls that are on hold will not be listed in the softphone.
The softphone will show your state. The state will be either Idle or Busy:
• The MaxAgent / MaxCommunicator states Idle, Offhook, Softoffhook
will appear as Idle.
• All other states will appear in the Connector as Busy.
Receiving Calls
When a call comes in, the MaxCS Connector receives the Caller ID and/or the IVR data. Depending upon
how you configured the MaxCS Connector options, the Salesforce page opens with the retrieved data.
Call information may include Caller ID and IVR data. If IVR data is present, the connector first searches
the IVR data record; otherwise, the connector searches according to the user’s settings (discussed in the
section Configuring MaxCS Connector Settings on page 13).