Hapter; About Maxagent; New In Release 6.5 Update1 - Altigen MaxAgent Manual

For max communication server release 6.5 update1

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MaxAgent is a Windows desktop application designed to improve the

performance of workgroup and call center agents in a MAX

Communication Server ACC/ACM (MAXCS) environment.

MaxAgent allows workgroup agents to manage workgroup calls from their

computers. It allows direct access to call handling and other functions,

including the following:

• Viewing caller data (for example, IP address, account number, credit

card number, name, and so on) sent with an incoming call

• Viewing queue data and other workgroup-related statistics, agent's

performance, and member login/logout

• Exporting and printing workgroup queue and performance data

• Setting up group meetings

In addition, MaxAgent integrates with Microsoft Outlook and Outlook

Express, ACT!, and GoldMine® for caller screen pops and dialing out from

these applications.

Call information can be stored to an internal or external CDR database for

future review and analysis.

The following features are new in Release 6.5 Update1:

• Dialing Using Smart Tags—Phone numbers that appear in Internet

Explorer and Microsoft Office programs can be dialed through your

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.

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MaxAgent Manual

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