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Related Manuals for Altigen MaxSupervisor
Summary of Contents for Altigen MaxSupervisor
- Page 1 MaxSupervisor ™ Manual MAX Communication Server Release 6.5 7/2009 4504-0013-6.5...
- Page 2 This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc., will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use.
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Page 3: Table Of Contents
HAPTER About MaxSupervisor ....... 1 Session Licensing and License Upgrade Procedures ... . 1 CDR Records Note . - Page 4 Viewing Group Statistics ....... . 23 Viewing Agent Statistics ....... . 25 Saving and Printing Statistics .
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Page 5: Hapter
MaxAdministrator by selecting License > Client SEAT License Management. CDR Records Note For CDR records, there are two Service Level displays for MaxSupervisor: • Service Level = (number of calls in WG Queue – number of calls in Q over SL threshold) / number of calls in Q •... - Page 6 2 MaxSupervisor Manual...
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Page 7: Hapter
• The client is able to connect to the server on the network. • The person installing MaxSupervisor has local administrator rights on the client PC. • The MaxSupervisor License Key has been installed and activated on the system server. Installing MaxSupervisor on a Client System When the above items are done, follow these steps on the client machine: Exit all Windows applications. -
Page 8: Uninstalling Maxsupervisor
Click Remove, and respond to any additional prompts. Automatic Upgrade Each time you start up MaxSupervisor, a comparison is made with the version of MAXCS ACC/ACM that is running on the server. If updates were made on the server, and your version of MaxSupervisor is out-of-date, you are prompted for upgrade permission. - Page 9 Note: The AlpInterface might be located under “\WinNT\System32\”, “\Windows\System32\” or some other location. Use the Search for Files and Folders feature to locate and remove all AlpInterface.dll files from the system. Install the earlier software, as appropriate. MaxSupervisor Manual...
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Page 11: Hapter
H A P T E R Getting Started Start MaxSupervisor from the Microsoft Windows Start menu, by choosing Start > All Programs > MaxSupervisor > MaxSupervisor. Note: For users running Windows XP SP3, a firewall protection Security Alert may pop up when opening the login window. If this happens, click Yes to allow MaxSupervisor to run. - Page 12 If you want to store your login password and have it entered automatically the next time you log in to MaxSupervisor, check the Always save password check box. Note: Up to 8 login attempts are allowed, after which login will be disabled from 1 to 24 hours (depending on the duration set by your system administrator).
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Page 13: Version Mismatch Dialog Box
If your version of MaxSupervisor doesn’t match the version of MAXCS on the system server, you are prompted for upgrade permission when you try to log in. If you allow upgrade at this time, the MaxSupervisor startup is terminated and a software upgrade session is started. Restart MaxSupervisor to run the newer version. -
Page 14: Customizing The Display
Tabbed pages contain various types of information related to the selected workgroup Customizing the Display You can customize the MaxSupervisor display to meet your needs in the following ways. MaxSupervisor remembers your preferences the next time you log on. • Resize panels by moving the cursor between panels until you see up and down arrows . - Page 15 Click the column heading again to sort in the reverse order. If you click a column heading, and all the data in that column is the same, MaxSupervisor keeps the sort order of the previously clicked column.
- Page 16 For example, here the Agent State tab has been dragged out to make a separate resizable view: You can also make an independent tab a separate panel in MaxSupervisor. For example, you might want this view: 12 MaxSupervisor Manual...
- Page 17 To get the tabbed page to be an independent panel, drag it slightly above the remaining tabs until you see a rectangle across the width of MaxSupervisor, then release it. To return an independent page to its place, drag its title bar to the tabs part of the tabs area and release.
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Page 18: Restoring Layout Defaults
Restart MaxSupervisor. Minimizing and Exiting MaxSupervisor Minimize - To minimize MaxSupervisor, click the Minimize button in the top right corner of the screen. MaxSupervisor shrinks to an icon in the Windows tray: . To open the MaxSupervisor window again, double-click the MaxSupervisor icon (or right-click it and choose MaxSupervisor.) -
Page 19: Error Messages
Solution MAXCS connection limit No MaxSupervisor was Administrator must maintain the has been exceeded. found OR more than number of MaxSupervisor license allowed number of Max- keys or add additional seat licens- Supervisor users have ing. attempted to log on. - Page 20 16 MaxSupervisor Manual...
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Page 21: Hapter
H A P T E R Using MaxSupervisor Using MaxSupervisor, you can do the following: • Monitor multiple workgroups in a single view that displays queue and staffing information for all the workgroups • View details of a selected workgroup: calls in queue, group statistics... - Page 22 • Wrap-Up—Number of agents who are in the wrap-up state (performing duties related to finishing a call) • N-Ready—Number of agents who are in the not ready state • DND/FWD—Number of agents who have DND turned on or are having their calls forwarded 18 MaxSupervisor Manual...
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Page 23: Viewing The Queues
Note: The Allow Pickup Call from Workgroup Queue setting in MaxAdministrator (Extension Configuration, Group tab) must be checked for your extension before you can pick up calls from queue. MaxSupervisor Manual... -
Page 24: Configuring The Queue With Color-Coding And Alerts
To redirect a call from queue, select a queued call from the list, then click the Redirect button at the bottom of the tab. MaxSupervisor pops up a window that lists extensions and speed dial numbers. Click a number and click OK to redirect the call to that number. You may also type the extension or speed dial number in the Number to Forward box. - Page 25 To set up queue alerts, 1. Click the Queue Alert tab in the Configuration dialog box: 2. Check Enable Queue Alert to enable the alert. 3. Choose to be alerted through a screen pop and/or an audio beep. MaxSupervisor Manual...
- Page 26 To restore alerts to the default settings, Click the Configuration button to open the Configuration dialog box, then click the Restore Defaults tab. Check the Priority Colors and Queue Alert Settings check box. Click OK. Restart MaxSupervisor. 22 MaxSupervisor Manual...
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Page 27: Viewing Group Statistics
You can select a time interval for the graph also: 15 minutes, 30 minutes, 1 hour. Workgroup statistics are reset every night at midnight. Most of the statistics are self-explanatory. The following table details each one: MaxSupervisor Manual... - Page 28 Percentage of calls in queue answered before SLT time is reached. All Calls with Wait Time Number of calls with queue duration with wait time less than SLT less than SLT, whether answered, abandoned, or otherwise terminated. 24 MaxSupervisor Manual...
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Page 29: Viewing Agent Statistics
Workgroup View tab, including the number of calls answered, the average talk time (average amount of time spent on the phone per call), and the average time spent in wrap up. The table also displays the login and logout times. MaxSupervisor Manual... -
Page 30: Saving And Printing Statistics
Important: Workgroup statistics are reset every night at midnight. If you do not export or print records before the reset, you cannot recover the data. 26 MaxSupervisor Manual... -
Page 31: Viewing Agent State
Additional columns show how long the agent has been logged in or out and, if logged out, the reason for logging out. Your company’s logout reason codes are configured by your system administrator. In addition, the following codes are system codes: MaxSupervisor Manual... -
Page 32: Listening In, Barging In, Coaching
You can monitor, barge-in on, and coach an agent's non-workgroup call through MaxSupervisor or from the phone interface (using #59). You cannot listen, barge in on, or coach parked calls, calls on hold, or calls in conference. - Page 33 To exit the call, click the Stop button at the bottom of the tab. The Stop button becomes available on the tab after you click Barge Coaching You can coach a workgroup agent, telling the agent what to say, without the caller hearing you. MaxSupervisor Manual...
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Page 34: Recording Calls
It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws. To record a call On the Agent State tab, right-click on the agent call to open a context menu. 30 MaxSupervisor Manual... -
Page 35: Forced Agent Login/Logout
Recording. If your system records to a centralized location, contact your administrator for access. If the system is set to save the recording to your voice mail, you can listen to the recording through the AltiGen Voice Mail System. Forced Agent Login/Logout The supervisor can log in or log out one or all agents from a workgroup from the Agent State tab in MaxSupervisor. -
Page 36: Viewing Group Voice Mail
The Note column gives you a place to type a note about the voice mail. Just click in the column and type your note. Dealing with Voice Mail Select the message and use the voice mail command buttons at the bottom of the GroupVM tab. 32 MaxSupervisor Manual... - Page 37 1. Select the voice mail and click the Forward button. The Select Target dialog box opens: Voice mail groups are listed here Extensions are listed here 2. Check the check box next to the group(s) and/or extension(s) to which you want to forward the message. MaxSupervisor Manual...
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Page 38: Agent View
You can click a call and use the Listen, Barge In, and Coach buttons at the bottom of the Agent View tab. You can right-click a call to access the Recording pop-up menu. When a call is being recorded, a recording icon appears in the Rec column. 34 MaxSupervisor Manual... - Page 39 You can expand the information for multiple agents. Within the expanded login/logout display you can right-click a row to log the agent in to or out of that one workgroup or all the agent’s workgroups. See the next figure. MaxSupervisor Manual...
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Page 41: Index
Index licenses 1 agent listening in 29 forced login/logout 31 logout reason codes 28 logon state 27 skill level 27 agent statistics 25 sorting 26 monitoring, as supervisor 28 assigning call priority 20 auto upgrade 4 pickup call from queue 19 printing records 26 barge in 29 queue window 19... - Page 42 voice mail forwarding 33 workgroup queues 19 38 MaxCommunicator Manual...